BoatBanter.com - How a company SHOULD treat paying customers. Skippy's injector debacle.

Hi, Willy!

Great post as usual. Let me count the ways, in contrast to your
response to
my original:

"Wilbur Hubbard" wrote in message
anews.com...

This Foley Engines Company is rude, crude and socially unacceptable. Maybe
they should rename themselves "Folly Engine Company"? They need to get a
clue and become a little more concerned with their reputation and treating
customers as if they cared about their business.

No kidding :{))

Instead of the crap they wrote [ Message-ID:
]
to the BBB to try to justify their lack of concern for satisfied
customers, they would be better served having meetings in their customer
service department on how NOT to abuse their customers. How not to bully
customers with threats of lawsuits for slander.

Their customer service department doesn't exist, let alone have
meetings.
Read the sailnet thread noted for responss from three former
employees...

Instead of acting like it was too much time and trouble trying to please a
customer, they should go the extra mile to please their customers. If
Skippy wanted his banjo fittings back they should have looked through
their returned stack of injectors, removed the fittings and mailed them
back to Skippy.

Well, no. I can see their point on that. However, any ass who
handles
their thousands of cores, inspecting them to make sure they're
rebuildable,
should have immediately noted that there was something attached to
them
which wasn't included in rebuilds...

Instead, they have now publicized how they have an abiding lack of concern
for good customer relations. Unless they sent detailed instructions to
Skippy that included the statement: "Please remove all fittings and send
ONLY THE BODY of the injector as only the body of the injector will be
exchanged with rebuilt body and returned to you." If they failed to
provide such explicit instructions then it's their responsibility to
return the banjo fittings and/or provide new ones if it is so much trouble
to look through their returned injector pile. How much do these banjo
fittings cost them as a wholesaler? (fifty cents? a dollar?) Think how
little they would have been out of pocket rectifying their failure to
provide adequate return instructions? They would have retained a satisfied
customer who would have reported positive news about them and probably
would have referred who knows how many other customers to them. Instead
they made an enemy. Stupid! Somebody should be fired over this incident. I
suspect there's a lot of nepotism going on in this company. They
apparently think their **** doesn't stink.

Heh. The pres wrote it; he's hardly going to fire himself. The RETAIL
price
of the whole bolts/washers package is under $15, as cited in his
poorly
thought-out response to the BBB. Return instructions didn't exist, as
it was
HURRY UP AND GIVE ME THE ORDER AND GET OFF THE
@#$%^& PHONE (so I can abuse someone else). I just came from dinner
on
another boat where the owner related his non-purchase discussion
(abuse,
really) with Dr. Diesel when he was trying to buy a water pump. Same
old
crapola. He hung up on him and vowed that if it was the last place on
earth
to find what he needed, he'd machine it himself before giving them any
business.

However, their requirement for instructions aside (which I think
wouldn't be
likely in any other company, either, but then, neither would ignoring
their
inclusion with a return), I fully agree with your assessment of the
damage
they've done themselves, especially as I was so kind as to provide a
link to
the specific complaint in my posts eg and further agree that a very
different attitude might have placed them on my vendor-praise list (I
know
you get tired of my flogging those who have done so well for us).

Instead of making the right business decision, hundreds of people will now
see how they mistreated a paying customers and find another place to get
their injectors rebuilt. And, well they should.

Or, anything else one might care to buy from them. And, try thousands
(the
latest view count in the places I can see how many have looked, or
know,
like my log list), not hundreds, of people...

Wilbur Hubbard

As always, a veritable font of wisdom.

L8R

Skip, enjoying the crap out of the flogging they're getting, here and
elsewhere

--
Morgan 461 #2
SV Flying Pig KI4MPC
See our galleries at www.justpickone.org/skip/gallery !
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