Vendor customer service

S

swan

New member
If you have a problem with an order, and you call and leave a message, what is an acceptable amount of time to give them to call you back?

One message was left 24 hours ago and I just called again and left another message within the last hour.

I would say within 24 hours would be more than plenty of time don't you think?
 
I order from this vendor a lot and this is the second time it has happened. Everyone says their cs is great but the way I see it is anyone can throw stuff in a box and ship it. Just because you get your products quick does not equal great cs IMO. Its when there is a problem or question when true cs comes to light. I understand mistakes are made that is why I haven't mentioned any names. This is the second time in a month this has happened. Once maybe, twice is a joke. Next time I will give my money to someone else.
 
Well this problem will not go away. The vendor is AutoGeek and I have yet to have one of my calls returned. This is a complete joke of customer service. The only time I have been able to get thru was by pressing 1 once I call. They will answer every time if you want to place an order but never answer when you press 2 to ask about a placed order. Leave messages and never get a call back.

I ordered an extractor 3 weeks ago and it is still not here. I know that it drop ships and I understand things happen and may get delayed but when I am given a date it will ship by and when I call to find out why it hasn't and my calls will not get returned, I find very unprofessional. If this was to happen once maybe twice I could stomach but I believe this is 4 times at least since I placed this order. I am never one to bash a company online and that is why I did not where I could have in my original post. But I believe this is warranted. I have spent thousands with them this year and I can not keep doing so if this is the way their customer service is.

I am not sure if they need to hire more people to keep up with placed orders or replace them with someone who can do the job. Maybe also get rid of the answering machine as it is useless.
 
a.k.a. Patrick said:
1 day is maximum...........Otherwise ask for your $ back and go somewhere else. CS should be 1/2 of what your paying for....
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agreed, and some vendors will be so quick to take your hard earned money but do nothing or take their time to get back to you if you have any problems. i can't say enough good things about the way you run your business patrick, your customer service has always been top notch! :bigups
 
nosbusa1700 said:
Just a suggestion.



PM them through this site, http://www.autopia.org/forum/autogeek-net/



And or go over to Autogeek's forum and PM Matt or Meghan.



Auto Geek Online Auto Detailing Forum



Good luck.
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Thanks for the suggestion but should I really have to track them down like that when calling and leaving messages should be sufficient?



You know what would happen if I didn't return my customers calls? They would probably bad mouth me and not use my services anymore. They shouldn't have to email me or show up at my door for me to talk with them. :nixweiss
 
Sorry to hear about this issue. Do you know whose voicemail box you left messages on?



Anyways, we would like to get this issue resolved ASAP so please feel free to give us a call. In the future, if you dial zero after calling our 800 number, this will always allow you to get a live operator on the phone during normal business hours instead of being directed to a specific extension.



I can be reached at 1-800-869-3011 x213. Dwayne is x212, Meghan is x207, and Jason is x208. Any of us would be glad to assist you and get this matter resolved immediately. The last thing we want to do is let down one of our customers, so you have my word that we will make it right!



Thanks

Matt
 
Matt@Autogeek said:
Sorry to hear about this issue. Do you know whose voicemail box you left messages on?



Anyways, we would like to get this issue resolved ASAP so please feel free to give us a call. In the future, if you dial zero after calling our 800 number, this will always allow you to get a live operator on the phone during normal business hours instead of being directed to a specific extension.



I can be reached at 1-800-869-3011 x213. Dwayne is x212, Meghan is x207, and Jason is x208. Any of us would be glad to assist you and get this matter resolved immediately. The last thing we want to do is let down one of our customers, so you have my word that we will make it right!



Thanks

Matt
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Thanks for the reply Matt. I will call you directly tomorrow as today I was too busy to pick up a phone. I have dialed 0 before. They transferred me to the person that wasn't returning calls so it was pointless.

I won't single any one of your workers out here. I'll let you know their names tomorrow.
 
Update



Thanks to Matt and Dwayne they got to the bottom of things and I finally received my extractor. There was a problem at the factory and that was the reason for the delay. They both kept up contact with me, returned my shipping charge, and gave me a gallon of pre-treatment. It wasn't necessary but it was appreciated. I just wanted an update on my order when I called and when my messages weren't returned that frustrated me. Hope they fixed the situation on their end so it doesn't happen again.
 
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