What would you do?
Let's say you ordered a product from me (ie Line's End) and the item you received was totally different from what you have received in the past.
I would assume that you would contact me and express your concern/disappointment. At which point I would do all that I could do to make things right...no questions asked!
Now I'm just a retailer...but you would expect the same courtesy from a manufacturer, right? I've seen dozens of posts to the list over the years touting the customer service departments of many FFing companies, so I know it's the norm.
Well...there are exceptions! I just received a resupply of a product that I "used to" love. Flex-Loc was the perfect compliment to working with synthetic salt water materials. It held it's shape and did not discolor or degrade the materials that it was applied to. It was crystal clear and just the right consistency. Not so, the new product...it is milky colored and very watery and now labeled water based. Wouldn't you think they would have renamed it like "Flex-Loc II" or something?
I phoned Larva Lace, the manufacturer, to express my concerns and was met with rude and gruffly delivered replies. To that I have but one response...I will not do business with them again. Their loss?
Thankfully, our industry is inundated with many, many more suppliers and manufacturers that would never, ever treat their customers with such disdain.
Thanks for letting me vent my frustrations. The folks at Larva Lace were probably unaware of the reach possible via the internet...;^) Perhaps they would have not been quite so abrupt with me had they known.
Knowing that I have informed 500+ fly tyers of my disappointments with a particularly uncaring supplier is my satisfaction. The only thing that would be better is if each of you would call and let them know that you also will not tolerate such discourteous and frivolous brush-offs. Toll-free...877-527-8252...be sure to use me as a reference...;^) (or email at: [EMAIL PROTECTED])
Sorry gang...rant mode off...I'm heading for the Cape of Cod in the morning to see if the stripers are hanging around. Behave!
keep tyin'...byard
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Byard Miller
Line's End Inc <http://www.linesend.com>
Virtual Flybox <http://www.virtualflybox.com>
VFB Scrapbook <http://www.virtualflybox.com/scrapbook/index.php?scrapbook_id=1&more=6>
