your good (or not so good) customer service interactions of late

[Mtnmilsurp]

I had a great customer service experience picking up my new tent Friday morning at [mention]Davis Tent [/mention] in Denver. Taylor helped me make sure I got everything I need. It’s pretty cool to see where they make the tents and Taylor has a real beast of a bull on the wall there that’s worth seeing if you’re in the area.

 

[mavrick]

Case has lost a longtime customer. My wife bought me a Case pocket knife for Christmas 2021. When I opened it the blade were sharpened uneven, I cleaned those up. But I got to noticing the back strap wouldn’t lay flat with the blades open, the gap between the blade ends had big gaps. One bolster had a flat spot.

it was a knife that never should have left the factory. Took Case 3 months to answer my email and 3 months to get it back to me. Process took almost a year. When they returned it no repairs were made despite detailed color photos of the issues. They did throw in a cheaper knife to make me happy.

Case knife is not what it once was!

 

[Stache Attack]

I think customer service is a thing of the past , I’m fighting with Keen right now a pair of boots that is terribly uncomfortable the last eight pairs I have bought have been great. Now they don’t want to warranty boots that have been worn a dozen times

Good luck I fought with keen last year. Wore them twice and they didn’t want to help at all.

 

[2ski]

It's not something alot of guys here probably use, but Final Rise has great CS. I emailed a question and that evening got a response drop Matt the owner. Great interaction. And if anyone needs a bird vest, they are awesome.

 

[mi650]

I ordered some misc. stuff from Wilson Combat, when I got it, a couple small items were missing. I sent 1 email and the missing items were in hand 3 days later.


Total value of about $5, so it probably cost them more to ship.

 

[Crowmangler]

The bottom snap on my 3 year old Kuiu gaiters broke. Sent them a pic & had a brand new pair show up a few days later. Can't get any better CS than that.

 

[BradArnett]

Glenn Seekins and crew were great to deal with. Had a pair of 30mm lows that are 10 or so years old. They've been on an accurate 22-250ai for a couple years now. Last time out with the rifle it shooting all over the place. Took a look at it and the front ring was cracked. Emailed a pic to seekins and they had a new set on the way pretty quickly.

 

[TheCougar]

Darn tough has great customer service. And hands down, the best socks you’ll ever wear.

 

[Decker9]

Yesterday I tore 3 teeth from my old worn and battered Sitka blizzard parka. Submitted a warranty claim this morning with photos, within 3 hours I had a reply that a new parka is on its way.

Another A+++ for Sitka CS.

 

[tony]

Shipping in general
Bought 2 batteries from sport dog: Fabulous service from the young lady I spoke with on the phone.
Shipping will be a week she told me. Seriously?! I live 5 hours from Knoxville TN, their home base.
I bought a watch out of Georgia last week, it shipped yesterday.
I have bought stuff from England that has arrived faster than things in the U.S.

 

[z987k]

If a company doesn't respond to an inquiry of mine I will not do business with them.

 

[Hunt eat repeat]

I have had so much bad service in the last three years I can’t even stand to think about it. I live in a small town where one would expect good service. “Hello” “thanks” “have a nice day” “can I help you find something” things I expect to hear in every store. That seems to be vanishing. I live 20 minutes from town and hired a guy to service my mini split that had a leak. He and a helper came out and cut two copper lines, re flared them and charged the system. $580 I could have almost replaced the whole unit for that. He was ok charging $85 an hour for a helper to stand and watch. I have been in construction my whole life and owned my own business for a lot of it. That was wrong for him to do. People are busy and don’t care anymore. Accept ace hardware , they are nice 100% of the time here rant over.

 

[hunterjmj]

I have had so much bad service in the last three years I can’t even stand to think about it. I live in a small town where one would expect good service. “Hello” “thanks” “have a nice day” “can I help you find something” things I expect to hear in every store. That seems to be vanishing. I live 20 minutes from town and hired a guy to service my mini split that had a leak. He and a helper came out and cut two copper lines, re flared them and charged the system. $580 I could have almost replaced the whole unit for that. He was ok charging $85 an hour for a helper to stand and watch. I have been in construction my whole life and owned my own business for a lot of it. That was wrong for him to do. People are busy and don’t care anymore. Accept ace hardware , they are nice 100% of the time here rant over.

Residential HVAC puts the screws to people. I worked 5 years in it before moving to the commercial side. I felt guilty giving people bills because it was highway robbery. I got out for the reason you just mentioned. If it wasn't for commercial refrigeration I would have found a different trade.

 

[TAArrowood]

Four relatively recently:
Leupold. Swapped scopes at the last minute and needed a new CDS cut for the swapped to rifle. They took my info over the phone and had it in my hands in 5 days. Awesome

Leupold: Had a really old pair of binos that wouldn’t focus. I was hoping to give them to my grandson. I called and got a return authorization and two weeks later a new pair ( upgraded) was delivered. Awesome

Vortex: Bought a used pair of Vortex binos. When I received them the focus was so tight it wouldn’t turn. When I called CS to describe the issue the young lady who took my call said I was wasting my time describing the circumstances. She said “sir you don’t understand, we repair/replace no matter what happened”. She said they had replaced equipment that had been in house fires, fallen down mountainsides, etc. she said they’re only requirement is that they have to be able to identify it as their product. Awesome

KUIU: I called to to see if I could buy a few quick disconnect strap holders for my KUIU packs as spares. She said she couldn’t tell me where to buy any, but she could send me some for free. Three days later a package was delivered with twice the quantity I’d told her I needed and all at no cost. Not even postage. Awesome.

 

[TheTone]

Not outdoor related but customer service/crummy product. My less than 3 year old fridge already seems dead, 2+ hours with the service tech yesterday basically got nowhere except him saying he wasn’t sure and to call back today if it wasn’t working still. Store has basically zero sympathy for the product they sell being a crapshoot

 

[Marble]

I recently had an issue with OnX regarding a billing issue. Within 5 minutes of sending an email, I was refunded, and an email came from customer service, saying they reversed the charge and fixed the issue so it would not happen again.



Sent from my SM-G986U using Tapatalk

 

[jake0621]

Scheels price matched a mystery ranch pack that a website had on sale, even though they weren't a brick and mortor store, took 1 minute to show them the website and I saved $145 and didn't have to wait for the UPS guy. That's just the most recent experience, they are always awesome to deal with.

 

[Fastbackperry]

I have always had good experiences with Airguns of Arizona since I have many airguns along with powder burners. They are the Sports Match dealer here in the U.S. so the Tikka T3X folks can get their rings from them easily if in stock. They say it's the Tikka guys that clean them out quickly.

 

[trailblazer75]

I had an iffy one with Sheep Feet over the last couple weeks. And I'm sure there's a reason behind it because I've heard nothing but good elsewhere.

I ordered a pair, got em and liked them. I used a flex spending account through my job to pay for them and since I liked them so much I ordered a second pair to burn out the rest of the cash sitting in the flex spending plan before my deadline. When I did, the flex spending account personnel denied the claim, and since I didn't NEED a second pair I tried to get ahold of SF to have the order cancelled. I emailed both their email addresses, called both numbers listed numerous times...nothing. Dead silence. When I did get a call back the guy was super helpful and told me to call back today. I work nights, so when I woke up around 3 I saw an email that said my order couldn't be refunded because it had already been delivered....after about .5 seconds of thinking about it I realized they were looking at my initial order. Cool, I sent them the correct info and showed them the proper invoice. They did eventually approve the refund and cancel the order, which I know they didn't have to do and I'm very grateful. It was just rough trying to get ahold of them and all. That said when I was able to, they were helpful.

I will say that the insoles are phenomenal.

 

[NRA4LIFE]

Another one for Scheels. Great customer service. They sent me the wrong bullets last year and they not only let me keep the ones they sent, I got 2 new boxes from them. I just wish I lived a lot closer to one.