Hey Ken, I always try to look at failures like this to make my company better. I call it "Tuition" in the school of customer satisfaction. I have certainly paid for this lesson, now it is up to me to apply the lesson.
I will certainly identify the voice mail issue and resolve that asap. The shipping department were read out loud your email so their should be no mistake about them understanding. As far as the condition of the items we shipped you I will accept any request for your complete satisfaction. If something is damaged let me know. I will be happy to double the warranty on the parts. You can certainly contact me via my direct line listed below. Sincerely, Gary Salzman President - CEO Salzman Group, Inc 585-742-5158 -----Original Message----- From: "ken k" [[email protected]] Date: 07/12/2009 10:28 AM To: "Brewtus" <[email protected]> Subject: Re: Ordering parts from Wholelattelove.com? CAVEAT EMPTOR Todd and Gary, First of all, Gary, I do not keep phone records of my calls to your tech support. I suppose I should, but I just am not that organized. (Do you not have your employees keep records of their activities so that you can monitor the problems you are having? Is that the customer's responsibility?) I do believe, however, that I informed Todd of the extension number. The situation was as follows: I am a radiologist. I was talking to the fellow at tech support about my problem when one of the technologists came to tell me that a patient was having a reaction to contrast that had been given to her. I told the person at tech support to keep the notes of what we had spoken about ( I was in the midst of giving my credit card info) and that I would call back to complete the order in a few minutes, which I did and that was the first voicemail that I left. (I probably have the name and extension floating around on my desk somewhere.) And my recollection is that I had left three voicemails, none of which was returned over a two day period (it was a Thursday and a Friday and I was hoping to have the parts shipped ASAP, as our morning espresso is as much a part of our routine at home as brushing our teeth, so I wanted to receive the parts as soon as possible). I wrote an email to Todd over the weekend (I had seen his name on the board here and when I first had a problem with B I years ago, he was helpful), hoping that he would see it on Monday. He responded over the weekend, and the first post details what happened from there. I see three places where service failed: 1, I left three voicemails to the same person, none of which received a response. When I finally heard from the person, it was after he had spoken with Todd the next week and all he said was that he was busy. Well, you know, I am busy, too, and when I am, I call people to tell them I am busy, I received their message, and I will get back to them. 2. The second failure was, I suspect, poor training in your shipping department compounded by poor supervision. I am not impressed by your statement that the person was disciplined. I would have been more impressed if you said that you had not realized that there was such a failure in service in your shipping department and that steps would be taken to remedy that. 3. The last failure was of any acknowledgment from Todd that he had received my complaint after he received my email. Frankly, I was surprised to hear nothing, as his initial response was very encouraging and comforting. The lack of response after the purchase led me to believe that I was not not taken seriously once the money was in your bank. My email signature has my office phone, my cell phone, my fax, and, of course, my email address. None of those were utilized to contact me to discuss whether my complaints were valid or whether I was just considered a whack-job. Now comes the real issue and that is what to do about the parts; I have just returned from a 10 day vacation, so the parts have yet to be installed. The pump and pressurestat have bounced their way 3000 miles across country. I look forward to probably a couple of hour job replacing them after I remove the extra insulation which I had carefully placed inside years ago. My expectation was that I would be replacing my old parts with new ones, but now there is a large question mark about whether a 3000 mile voyage with minimal, if any, protection has damaged those parts. I don't want to find that any of the parts has failed after 12 months and receive a response that basically says they are out of warranty, sorry buddy... I look forward to what you think is an equitable proposal. Thanks Ken Krone P.S. For those who are wondering why I am choosing to air this laundry in public, I do so because, while the machine is quite good, WLL is the only game in town for its purchase. Those customers who are coming after me deserve to have the opportunity to see how their problems will or will not be addressed have if they choose to purchase this machine or whether they should consider a non-proprietary, more widely distributed machine with options to purchase from a multiplicity of dealers. On Jul 11, 6:25 am, "Todd Salzman" <[email protected]> wrote: > Hi Ken, > I'm sorry I did not respond to your complaint e mail but it was taken > seriously. I immediately took a copy of it back to the shipping department > and the problem area was found and corrected. > Do you have any parts that were in the box that you suspect were damaged even > in the slightest? I of course would be more than happy to replace anything > that you are not comfortable with. > Let me know. > > Todd > > -----Original Message----- > From: "ken k" [[email protected]] > Date: 07/11/2009 06:45 AM > To: "Brewtus" > Subject: Re: Ordering parts from Wholelattelove.com? CAVEAT EMPTOR > > Note: Original message sent as attachment > > > > > > [ Attached Message ]From:ken k <[email protected]>To:Brewtus > <[email protected]>Date:Fri, 10 Jul 2009 06:21:17 -0700 > (PDT)Local:Fri, Jul 10 2009 6:21 amSubject:Ordering parts from > Wholelattelove.com? CAVEAT EMPTOR > > I was having a problem a few weeks ago with my Brewtus I and called > tech support. In the middle of the order I was called to see a > patient who was in a bit of distress and requested the extension of > the person with whom I was speaking. Three voicemails later over two > days and the parts went unordered into the weekend. I wrote an email > to Todd hoping that there would be a response by Monday, but he > actually emailed over the weekend. He oversaw the ordering of the > correct parts and even connected a few of them together prior to > shipment. > > I have to assume that was the last of his attention, because the parts > arrived with the least attention to packing that I had seen since I > ordered a hard drive from Tiger Direct and it came floating around in > a large box with 3 or 4 little air pillows. Well, my $150 in parts > must have been packed by the same cretin who packed the hard drive > because the pump, pressurestat, and other parts were basically loose > in the box, covered by a few of those air pillows. I could hear the > parts bouncing into each other when my mail staff delivered the box. > The parts had been bouncing around in a truck from New York to > California when, with about 20 cents worth of bubble wrap and 3 > minutes, they could have been protected from the trip. And for as > attentive as Todd had been prior to the order, he offered NO > consolation or acknowledgement after I registered my complaint. > > If you are ordering parts from them, ask what it takes to have them > packed properly. I made the mistake of assuming that some care would > be taken, and, boy, was I wrong. It certainly does not leave a good > taste in my mouth, so to speak. > > Ken K > --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "Brewtus" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/brewtus?hl=en -~----------~----~----~----~------~----~------~--~---
