One ?Attaboy? for these two companies
A couple of customer service notes to relate.
I needed a couple of spacers for my .38spl/.357 mag and .44spl/.44 mag die sets in order to mount all the dies on a turret head, but was unable to find the item or a part number on any site or in any catalog available, so I gave up and called RCBS on their 800 number. I finally got through after several calls and was helped by a young lady who was extremely knowledgeable about exactly what I wanted and why.
She quoted me the part number, asked for an address, and said they would be shipped right out. I asked her if she needed a credit card number or how she wished me to pay for them. The reply was that the spacers would be taken care of as a warranty repair and that there would be no cost for either the parts or the shipping. The parts would have only been about $5 according to similar parts that I had found on a Redding site, but I certainly did not expect to get them for free.
I also recently ran into a price discrepancy on a product I had called Gander Mountain about, had driven to their store to obtain, and then was unable to get at the price I had heard over the phone. I may have misheard, but I had asked for a repeat of the price twice and had used the same number for another question, so there was ample opportunity to hear and clarify any question about pronunciation.
I sent an e-mail to the company (is anyone shocked) to let them know I was not a particularly happy camper, but did let them know that I understood that mistakes do get made (yes, I was nice to them). My concern was the fact that I had asked multiple times, so it should have been clear I was looking for price clarification.
I got a call from the local store manager a couple of days later and he apologized for the confusion and allowed me to buy the four units I had intended to purchase at the price I had felt I heard. My stated price was not the price they had posted in the store, or had placed in some local papers I don't receive, so he was under no obligation to provide me with those products at that price.
We complain and crucify stores when we get jabbed a bit, so it's only fair to give credit where it's due when a couple behave like they actually valued a customer, and these two did just that.
I needed a couple of spacers for my .38spl/.357 mag and .44spl/.44 mag die sets in order to mount all the dies on a turret head, but was unable to find the item or a part number on any site or in any catalog available, so I gave up and called RCBS on their 800 number. I finally got through after several calls and was helped by a young lady who was extremely knowledgeable about exactly what I wanted and why.
She quoted me the part number, asked for an address, and said they would be shipped right out. I asked her if she needed a credit card number or how she wished me to pay for them. The reply was that the spacers would be taken care of as a warranty repair and that there would be no cost for either the parts or the shipping. The parts would have only been about $5 according to similar parts that I had found on a Redding site, but I certainly did not expect to get them for free.
I also recently ran into a price discrepancy on a product I had called Gander Mountain about, had driven to their store to obtain, and then was unable to get at the price I had heard over the phone. I may have misheard, but I had asked for a repeat of the price twice and had used the same number for another question, so there was ample opportunity to hear and clarify any question about pronunciation.
I sent an e-mail to the company (is anyone shocked) to let them know I was not a particularly happy camper, but did let them know that I understood that mistakes do get made (yes, I was nice to them). My concern was the fact that I had asked multiple times, so it should have been clear I was looking for price clarification.
I got a call from the local store manager a couple of days later and he apologized for the confusion and allowed me to buy the four units I had intended to purchase at the price I had felt I heard. My stated price was not the price they had posted in the store, or had placed in some local papers I don't receive, so he was under no obligation to provide me with those products at that price.
We complain and crucify stores when we get jabbed a bit, so it's only fair to give credit where it's due when a couple behave like they actually valued a customer, and these two did just that.
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In your case about RCBS: when a vendor has such a generous attitude toward their customers, it's generally because they have enormous margins. It isn't out of the godness of their hearts, it's because they know that the word will spread.
D.0 -
rcbs has always been good like that.i bought some used reloading items awhile back and called them looking for some parts i needed.i told them i bought it used from a friend and that didnt seem to matter to them.they sent me the pieces i needed for free even when i offered to pay for them.i remembered that later on when buying other reloading items new. [;)] 0 -
quote:Originally posted by Doug Wilson
In your case about RCBS: when a vendor has such a generous attitude toward their customers, it's generally because they have enormous margins. It isn't out of the godness of their hearts, it's because they know that the word will spread.
D.
Of course it is, but at least they did it. They consider it good customer relations and so they should. The shame is that more companies aren't willing to follow suit. The willingness to work with their customers is why many of us prefer to deal with local based stores whenever we can.[:)]0
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