I send email to retailers I find on-line that appear to have their act together, and mostly I'm hearing crickets. They say to contact them by filling out a form or emailing them, and then... nothing, total silence.

How the hell are they going to increase sales by ignoring everyone banging on their door looking for an excuse to spend their money ? How do you grow by ignoring your customers. Literally.

Are they really that stupid ?

I emailed Aimpoint once to verify if a Micro I owned was authentic. They never responded.

Many folks have lost business from me because they won’t reply.
Sadly it’s far too common.

Experiencing this as well. My goodness customer service has just gone to shit. God help you if you need to talk to an actual human being as well.

OTOH, these companies with shitty CS should take class from MGW (Maryland Gun Works), a company that answered promptly on matters that they were involved in decades ago.

quote:

Originally posted by Prefontaine:

God help you if you need to talk to an actual human being as well.

How 'bout those "Chat" things on the website that have robotic responses that just take you around in circles if you try to reach "agent" or "human" or "representative?"

Customer service reps are an easy place to start when companies start looking for ways to cut costs/corners.

They can't produce items without skilled production workers, so they can't cut there.

They can't ship out items without warehouse/shipping workers, so they can't cut there.

But if by cutting their CS staff from 20 to 10 it takes an extra week for returns to be authorized or questions to be responded to, it's not going to immediately cut into their bottom line, like axing other positions would.


Or, on the flip side, it's often the last area to be scaled up by a rapidly growing company.

The orders are pouring in, and they're furiously hiring new production guys and new shipping guys in order to meet demand, but at the same time are overlooking the fact that their CS reps went from getting 100 contacts per day to 1,000 contacts per day and are drowning.

Contact them on Twitter.

quote:

Originally posted by 12131:
OTOH, these companies with shitty CS should take class from MGW (Maryland Gun Works), a company that answered promptly on matters that they were involved in decades ago.

Is this the matter I think it was? I was confused, I thought MGW stood for Midwest Gun Works. I learn something new every day!

quote:

Originally posted by slosig:

quote:

Originally posted by 12131:
OTOH, these companies with shitty CS should take class from MGW (Maryland Gun Works), a company that answered promptly on matters that they were involved in decades ago.

Is this the matter I think it was? I was confused, I thought MGW stood for Midwest Gun Works. I learn something new every day!

The origin of PROTO-1: https://sigforum.com/eve/forum...870044214#7870044214

A MGW's factory Nickel P228: https://sigforum.com/eve/forum...100055305#5100055305

Although they are no longer in the firearm business, their CS help here is nothing short of exceptional, imo.

Cancer schmancer,
It's all this "progress" that is killing me and my will to live

quote:

Originally posted by 12131:

quote:

Originally posted by slosig:

quote:

Originally posted by 12131:
OTOH, these companies with shitty CS should take class from MGW (Maryland Gun Works), a company that answered promptly on matters that they were involved in decades ago.

Is this the matter I think it was? I was confused, I thought MGW stood for Midwest Gun Works. I learn something new every day!

The origin of PROTO-1: https://sigforum.com/eve/forum...870044214#7870044214

A MGW's factory Nickel P228: https://sigforum.com/eve/forum...100055305#5100055305

Although they are no longer in the firearm business, their CS help here is nothing short of exceptional, imo.

These folks are AWESOME! Hands down the best transmission shifter one can buy.
I am getting ready to walk out the door and install one of their shifters on my buddy’s GT500.
Eventually I’ll get to the transmission on my Mustang and it will most certainly have an MGW shifter on it!

Had one of their shifters and pistol grip knob on my modified 2003 Z06. Excellent product.

quote:

Maryland Gun Works

Their handgun sight tools are also fantastic quality. When replacing night sights, I would use my personal MGW sight pusher at work, because it was better than my agency's sight tool.

Spectrum Business: Their website does not show any means of contact other than a phone number. No mailing address. No email address. There is a "Chat" button that takes you to an AI (Artificial Ignorance) robot, but no way to get to a human. The phone number on the website is useless for me; my hearing aids are not telephone-friendly.

---

Keurig: "Chat" on the website will not get you to a human. There is an email address. Repeated emails to them result in responses giving me a phone number to call, even though I clearly state, in every email that I send them, that I am hearing impaired and telephone is not an option. I continue to ask a simple question: "How can I get the 'Descale' indicator on the brewer to turn off, after following all instructions for descaling?" Simple question, should be a simple answer, but nope, Keurig wants me to call them.

As a business owner that have very little online presence, when we do receive an email we try to answer ASAP. A lot of time the emails are routed to a very low level employee that don't know how to answer the question and afraid to ask. It's than never replied.

And with some companies thinking that AI is the answer to everything many will learn that AI will cost them sales and business when it comes to dealing with anyone that is 40 years old or older.

^^^^^ @ 12131,

All Aimpoint customer service isn't bad. I had the completely opposite experience. I purchased a brand new Aimpoint 7000 in 2004 and it was a lemon from day one. (random red dot inoperative)
Life and work got in the way of dealing with the faulty Aimpoint, and soon it was out of warranty. It just sat around collecting dust.

Right in the middle of the 'rona hoax, I emailed Aimpoint USA and then shipped my unit back to them for repairs. Repairs for more serious/complicated failures are performed in Sweden.
After 4 months or so waiting, a box arrived from Aimpoint USA. They had rebuilt the red dot, using all new components. The only parts reused were the glass lenses. (per the included repair ticket)

When shipping it out, you had to click a box on the website form that you were willing to pay for the repairs if Aimpoint determined it was not a warranty issue. A maximum of $100 if I recall correctly.
It appears the Aimpoint 7000 failure I was experiencing was a well known concern/failure with Aimpoint in Sweden.

Aimpoint took my 16 to 17 year old Aimpoint 7000 tube style red dot sight, and repaired the original failure concern, and rebuilt it to "as new" condition.
My only monetary outlay was for the outgoing shipping to the Aimpoint facility here in the USA.

Now I have it mounted on my Thompson/Center Encore muzzleloader rifle.

And that is what I call standing behind your products!

quote:

Originally posted by V-Tail:
Spectrum Business: Their website does not show any means of contact other than a phone number. No mailing address. No email address. There is a "Chat" button that takes you to an AI (Artificial Ignorance) robot, but no way to get to a human.

I ran into this recently as well.

I can't recall the company, but I had a question and could not find the answer on their website. So, I clicked on the "chat" button figuring I would get routed a customer service rep. After inputting my question, I was simply re-routed back to the website. I took my business elsewhere.

quote:

Originally posted by cee_Kamp:
All Aimpoint customer service isn't bad.

<SNIP>

When shipping it out, you had to click a box on the website form that you were willing to pay for the repairs if Aimpoint determined it was not a warranty issue. A maximum of $100 if I recall correctly.
It appears the Aimpoint 7000 failure I was experiencing was a well known concern/failure with Aimpoint in Sweden.

<SNIP>

And that is what I call standing behind your products!

A failure well known to the parent company? So, even if it was out of warranty, I would expect nothing less from them.