I need to reload my one of my greaseguns with a lube that`s compatible with polyurethane bushings. I still have one more tube of Griot`s Super High Impact Grease, a product I`ve used with satisfaction on other applications, and I wondered whether it`d be suitable. So I called GG and asked the CS Rep about it.
He acted like I`d called them by mistake or something...first claiming they "didn`t sell products like that.."we sell car-care and Detailing products". His tone of voice/inflection, and choice of words, strongly implied disdain on his part (but I remained friendly and polite).
I explained that I know from GG; I have a ~20 year history with GG, am familiar with their offerings, and definitely bought the product from them. He actually disputed that even after I had told him I was *reading the product name and number, including the "GRIOT`S GARAGE" branding, right off the tube. He dismissively said that he`d been there for nearly a dozen years and had never heard of it (as if 1) I`d care, and 2) that were an answer to my inquiry). Again, his tone of voice made his inappropriate mindset very clear.
He was apparently unable to find anybody to answer my Q (I`m assuming he really did try and didn`t just set down the phone...hey, I want to believe). It was clear the conversation was over and I was, uhm...pushing on a rope
This reminded me of when another Rep *insisted* that I return a batch of GG products that had proven unsatisfactory. I did so, *at my expense*, after doing a thorough write-up clearly (and politely) detailing the reasons for my dissatisfaction (which took several hours). I told them I`d be satisfied with Store Credit as I intended to remain a steadfast GG customer. I ended up receiving far less in Credit than I`d been promised, and GG "Handbooks"/catalogs quit arriving in the mail...for a few *years*. I continued ordering from GG using my father`s/wife`s catalogs, but with my Customer#. I still did not receive any in my name. I finally acted like a new customer, got a new Customer#, and started receiving catalogs in my name again.
When my GG3 died after a few minutes use, I returned it for a replacement. The new one came with a "one and done" disclaimer- zero support to be expected on that replacement, which I took as a real "[screw] you".
SO...there are three examples of a very good long-term customer, who`s spent many thousands of $ with them since their first year, getting kicked to the curb over interactions that could`ve easily gone the other way. I`d expected to be singing the praises of GG Customer Service, but it didn`t work out that way. Those experiences flew in the face of how Richard always came across on the phone back in the early days, and how he still comes across in interviews. I`m willing to assume that he just doesn`t know such [stuff] goes one, but gee... every time I make those charitable assumptions GG does something to prove me wrong. Guess I still want to believe
Did you escalate this past this person ? I always ask to speak to the Boss.. 
