Bad Customer Service

[Quaznoid]

If you have a problem with a merchant’s failure to respond to a legitimate complaint, bring it to B&B. Complain loudly and clearly to all your brethren; if you participate in other shaving blogs complain there too.

Two things will happen: other shavers will not purchase from that merchant, and that merchant will come running to make amends with the dissatisfied customer. Smart merchants monitor this site and will learn quickly of our dissatisfaction.

B&B and similar blogs represent a huge faction of the traditional shaving community. Together we can insure honest and efficient merchants who depend on us for their livelihood.

 

[fast shaver]

Most Merchants I have done business with were mostly upstanding people.
There are however, some Rotten Apples out there.

 

[Saloogie]

Is this a general PSA, or did something specific happen to you to make you write it?

Just wondering.

 

[Quaznoid]

Is this a general PSA, or did something specific happen to you to make you write it?

Just wondering.

I’ve observed over the years the cause and effect of bad service-public complaint-successful resolution. If you’re being screwed, bring it to B&B and yell about it !

 

[Darth Scandalous]

Great idea. I'm surprised no one's thought of it before.

 

[Quaznoid]

Great idea. I'm surprised no one's thought of it before.

Funny

 

[DesertIguana]

If you have a problem with a merchant’s failure to respond to a legitimate complaint, bring it to B&B. Complain loudly and clearly to all your brethren; if you participate in other shaving blogs complain there too.

Two things will happen: other shavers will not purchase from that merchant, and that merchant will come running to make amends with the dissatisfied customer. Smart merchants monitor this site and will learn quickly of our dissatisfaction.

B&B and similar blogs represent a huge faction of the traditional shaving community. Together we can insure honest and efficient merchants who depend on us for their livelihood.

My rule is two voice mails, and two emails both 7 days apart.

After 10 days I would bring to Shave Forum, and explain problem.

IMHO unless you dealing with hobby business, 10 days is fair time to get answer.

After 10 days tell about your problem, and reaching out to merchant, with no reply.

I have personally had two online shave products not reply tho voice mail, or email.

Not my problem, theirs asi stopped their emails alerts of specials.

 

[gpjoe]

If you have a problem with a merchant’s failure to respond to a legitimate complaint, bring it to B&B. Complain loudly and clearly to all your brethren; if you participate in other shaving blogs complain there too.

Two things will happen: other shavers will not purchase from that merchant, and that merchant will come running to make amends with the dissatisfied customer. Smart merchants monitor this site and will learn quickly of our dissatisfaction.

B&B and similar blogs represent a huge faction of the traditional shaving community. Together we can insure honest and efficient merchants who depend on us for their livelihood.

I nearly did exactly this.^^^

I was not getting (what I thought) was a timely response regarding an issue with a razor from a fairly well-known on-line shop (and B&B vendor), and in a rather "spirited" email I explained that if I didn't hear from them soon that I would get my money's worth of negative publicity in posts at B&B.

Well, that email was promptly answered, and the problem rectified.

 

[Goblin]

Reading this thread, I think absolutely everyone on the forum should have Nietzsche as their avatar.

It will completely freak out the occasional posters when they turn up to find themselves surrounded by Nietzsche.

I also agree with the sentiment of this thread...I saw something online the other day where some someone posted an unflattering cartoon of a "typical wet shaver" and then a well known soap manufacturer piled in with an unnecessary, snide comment. Well, they just lost at least one potential customer, and judging by the other comments it was not just one!

I think these folks perhaps don't realise that sites like B&B aren't used only by their regular posters, but by folks the world over searching for information. If you have a question about wet shaving or a wet shaving product and whack it in Google, it is highly likely that a B&B thread will be one of the top results. I suspect we really do have the power to significantly impact the success of a business based on our comments and opinions.

 

[Quaznoid]

I nearly did exactly this.^^^

I was not getting (what I thought) was a timely response regarding an issue with a razor from a fairly well-known on-line shop (and B&B vendor), and in a rather "spirited" email I explained that if I didn't hear from them soon that I would get my money's worth of negative publicity in posts at B&B.

Well, that email was promptly answered, and the problem rectified.

That’s the spirit!

 

[Ckmaui]

I take some of these "complaints" with a grain of salt though

as often the customers idea of "reasonable" is NOT reasonable at all

IMHO the only way to know for sure is have both sides share the story and then let folks decide

agree with the other poster a couple emails/phone calls let them try to resolve it first

 

[gpjoe]

I take some of these "complaints" with a grain of salt though

as often the customers idea of "reasonable" is NOT reasonable at all

IMHO the only way to know for sure is have both sides share the story and then let folks decide

agree with the other poster a couple emails/phone calls let them try to resolve it first

Very true. Some don't always give the seller/vendor a fair shake, and post their complaints prematurely.

However, we also have our fair share of apologists here who dismiss poor service. I can't tell you how many times I've read something along the lines of: "it's not his full-time job" or "it's only a small operation" and my favorite "we are lucky to have this great artisan producing $714 () razors who doesn't have time to answer your correspondence".

 

[Ckmaui]

YUP agree about the small vendor and/or the fans

and can have a OK or fine transaction and that also does not mean every transaction is fine
the old a broken clock is correct 2x a day is true

does come down to how does the dealer handle it or NOT handle it

I do think most of the vendors are pretty good and enough of them that the bad will not survive but of course could be wrong

 

[luvmysuper]

By and large, B&B members are fairly sharp folks. They tend to recognize a tall tale when they see one.
We have a long history of welcoming honest, truthful and factually based comments on products, both positive and negative.
If someone factually explains what happened in a bad deal, it's pretty easy to sort out who is cribbing the story, and to take it with a grain of salt.
We will NOT tolerate members besmirching or attacking other members for negative comments on a product that are truthful and fact based rather than opinion.
Likewise, flowery praise filled fact free opinions that are obviously based on a members love for a given manufacturer aren't welcome either.