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OMFG I'm PISSED!
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DrewKaree:
If the free market wasn't such a great way to make money, we'd all go to the "buy it, or else.  now shut up and buy it" method of selling products.

You are ABSOLUTELY correct to not purchase a product that would cancel an order simply because of a complaint/bad review.

I read Maximum PC (sorry for the plug) because, in reading their mag, I've personally SEEN them bash a product that is advertising on THE VERY NEXT PAGE!  

Mebbe if companies took the bad stuff said about them and DID something about it, they'd become market leaders, thereby ....DUH...SUCCEEDING!

*edit*
I see Christian's reply to my post over there as further proof that he could care less about how HE is percieved as the frontman for SlikStick.  I think he's trying to take the title of "most right in their own mind".
JackTucky:
He cancelled the order because of the "Jerk" and other comments.

I'm a business owner, and I wouldn't let any customer talk to me or write about me like that.  I'd rather be out of business then deal with obnoxious people.

Art
Nailz:

--- Quote from: JackTucky on April 02, 2004, 06:48:45 pm ---He cancelled the order because of the "Jerk" and other comments.

I'm a business owner, and I wouldn't let any customer talk to me or write about me like that.  I'd rather be out of business then deal with obnoxious people.

Art

--- End quote ---

You have a valid point, although as a business owner, I am guessing you wouldn't go out of your way to tell him you don't need his business in front of a couple hundred people either right?

I would also guess, there are times where you have bit your lip and taken it, so that other people will see you are a stand up guy.
ekopp2:
I have to agree with JackT. And, from my seat in the stands, there is a middle ground here.

It's over-simplifying to say that S/S is simply cancelling the order because of a bad review. S/S is cancelling the order because a customer used a public forum to say that the company sucks and its employees are jerkoffs. Raise your hand if you like being called a jerkoff. That's pretty inflammatory -- you definitely won't find this as a recommended approach in Dale Carnegie's "How to Win Friends and Influence People." Crash: had you made the same post with a civil tone, you might have a different response. It's a bit of, "you reap what you sow."

Having said that, S/S could simply take the high road. "We're sorry for the confusion" would help. S/S: you don't have to take crash as a customer. But, by using the same public forums to make an example out of him, you alienate more potential customers. Then, taking a standoffish approach to an observation that DrewK was making (a pretty even and well-reasoned one, at that), you further push the perception that your customer service may be a bit lacking. If you take the high road, you'd have more forum members saying that you tried and your treatment is fair.

NoOne=NBA=:

--- Quote from: JackTucky on April 02, 2004, 06:48:45 pm ---I'm a business owner, and I wouldn't let any customer talk to me or write about me like that.  I'd rather be out of business then deal with obnoxious people.

Art

--- End quote ---

You are overlooking the other side of this coin however.

Had Christian, and by association SlikStik itself, simply replied publicly to the comments made by Crash with something resembling the e-mails they sent, I think you would have a valid point.
BUT, as customers, should we be forced to deal with obnoxious business owners?
I found Christian's remarks to be nearly as offensive as Crash's, , especially to the others who voiced their opinions on how the matter was handled.


To try and get something positive out of this mess, I think the root cause of this entire problem is the order in which the e-mails were received by Crash, and the information (or lack thereof) that they contained.
He was told one week that he'd "get his sticks as soon as they were polished".
The next week he was told that they were "having trouble getting the steel lately".
I would have interpretted that second e-mail exactly the way he did--"we don't even have the material to make them yet....we lied to you last week to buy us some time".

His REACTION to that news was definitely uncalled for; but I think the response to that reaction was uncalled for as well.
I am hoping that SlikStik will learn from this mess, and make a concerted effort to keep their customers (and the public at large) more informed about the EXACT status of orders and products.

As examples of how to do this EFFECTIVELY, I would point out that Ultimarc is currently out of T-stiks, and Oscar has been closed for several weeks.
Both these events, which are similar in nature to this, were advertised publicly.
Oscar gave expected schedules on the board here for departure and arrival.
Ultimarc put on their website that the T-stiks are out-of-stock, and that they have no estimated date that they will be back.
Andy was also very candid about the colored balltops, giving the public here step-by-step status of their production when requested.

That is why nobody here is upset that Oscar wasn't answering e-mail, or that they just found out that T-stiks are out of stock after ordering some.
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