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#1 |
Senior Member
Join Date: Aug 2015
Location: Yucaipa, CA
Posts: 1,136
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Old Town Terrible Customer service
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you can't eat it if you release it |
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#2 |
Senior Member
Join Date: Jul 2006
Location: Fullerton
Posts: 1,358
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Sucks. If you paid via credit card you can refute the chare until issues are addressed. That may get their attention
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#3 |
Senior Member
Join Date: Aug 2015
Location: Yucaipa, CA
Posts: 1,136
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That is my next step, we gave them a week to address the issue with no satisfaction. It may be they feel because she is a woman they can just ignore her but they don't know my wife.
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you can't eat it if you release it |
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#4 |
Senior Member
Join Date: Aug 2015
Location: Yucaipa, CA
Posts: 1,136
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The more I inspect the kayak the more I can see it never received an inspection before leaving the factory. Excess plastic was left in the scuppers, there are scratches and gouges in the scuppers and a lot of debris inside the hull. The drive unit has an inspection sticker signed by SDB but there are no stickers on the hull indication anyone inspected it. It appears Old Town knows they let a unit go out without being inspected and don't want to be responsible. I'm wondering if they let the kayak leave like this is it safe for my wife to be out on the open ocean in it. What did they miss that I can't see?
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you can't eat it if you release it |
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#5 |
Senior Member
Join Date: Apr 2010
Posts: 6,855
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That sucks, that's one of the drawbacks of buying large items online. Hope it all works out for you two. I had a bad experience myself recently. I called a local company to get some assistance and the guy that picked up the phone had an attitude from the get go, the dude was such an ass that rather than arguing with him I just ended the call.
mean people suck.
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#6 |
Senior Member
Join Date: Aug 2015
Location: Yucaipa, CA
Posts: 1,136
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After almost three weeks since the first contact my wife finally received an e-mail from the original customer service person she contacted. Only the second e-mail in all that time after multiple attempts to contact the CS Chastity. A word of advice, if you have to contact Old Town customer service ask for Ken, if you get Chastity you are in for a long process. Anyway, my wife finally got Chastity to answer her phone after talking with Ken first. She was given a song and dance about how busy she is but my wife worked CS for a major corporation and knows the job. Chastity promised an answer within the hour and after an hour my wife received an e-mail telling her Old Town would replace the hull, we should keep the seat and drive, and to cut a twelve by twelve inch section of hull out around the serial number and send that back to old town with pictures of the destroyed hull. No apology and no compensation for all our time and trouble, and maybe a month wait for a new boat it seems replacing faulty hulls takes hind tit in Old Towns feeding cycle. I believe Chastity was authorized to do more but feels the need to short change us in the deal. It's sad because I had a lot of faith in Old Town and Johnson Outdoors before all this happened. All I can say is if you want an Old Town product by directly from a local operation like OEX, Brent would have taken care of this immediately
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you can't eat it if you release it |
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#7 |
Senior Member
Join Date: Jun 2014
Posts: 417
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Just some context here to consider, and I definitely have no stake in old town. At my company, during the shutdown we lost half our customer service staff and they didn't come back. On top of this, we also lost a bunch of people in production some of whom were very experienced and we can't make product fast enough because everyone is buying outdoor products like crazy right now. Now they are overwhelmed and everyone in the engineering team is having to step in and help with customer service calls and none of us have been authorized to do any replacements or anything like that, we have to send instructions back to the overworked customer service staff.
Point being, things are hard for everyone right now and we've gotten way too used to things being easy. With cases spiking again, expect things to get worse before they get better. |
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#8 | |
Senior Member
Join Date: Aug 2015
Location: Yucaipa, CA
Posts: 1,136
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Quote:
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you can't eat it if you release it |
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#9 | |
Senior Member
Join Date: Jul 2006
Location: Fullerton
Posts: 1,358
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Quote:
I had the same issue with Traeger last year. Doesn't matter how great a product is, crappy customer service and unwillingness to support once a sale is made just sours the marketplace. Conversely, a good but not great product that comes with awesome support and customer service gains in the court of public opinion. |
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#10 | |
Senior Member
Join Date: Jul 2015
Location: Ventura, Ca
Posts: 111
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Quote:
![]() ![]() ![]() PREACH!!!!!!!!! As someone who has to deal with the public and with customer service this is spot on. I will also say that you catch far more flies with honey than vinegar, and when someone who is calm, collected, and polite needs help I will bend over backwards to do everything I can do to get a resolution. When you take the "vinegar" approach, I'm more than likely gonna drag my feet a little, and probably feed you a very corporate friendly line about our service level agreement, give you the max estimate on time, and then send ya on your merry way! |
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#11 | |
Senior Member
Join Date: Aug 2015
Location: Yucaipa, CA
Posts: 1,136
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Quote:
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you can't eat it if you release it |
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#12 | |
Senior Member
Join Date: Jul 2006
Location: Fullerton
Posts: 1,358
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Quote:
Catching more flies with honey than with vinegar also goes for the companies trying to catch more customers. When the customer has paid in full and not received what is promised, given the run-around and had to spend too much time on the phone with a dozen people, AND had to burn vacation days for deliveries that don't happen when promised, AND customer has stayed civil the entire time then the company is flinging a lot more vinegar than honey. This was my experience with Traeger. Sounds like Harry Hill tried to get resolution and was served up a plate of vinegar. |
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#13 |
Large Member
Join Date: Jul 2012
Location: La Verne, CA
Posts: 1,004
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I think what alot of people are facing are folk's working from home with little to no oversight from their bosses. Some folks hold their end of the bargain while others are taking advantage of the situation or are unable to perform at the same capacity because of the lack of available child care. My sister in law is an appointment clerk with a hospital. Folks that are performing at the same level are allowed to work from home indefinitely, underperformers are told to come back to the office. My 2 cents
ps-is that the same Chastity from the DMV? I kid Last edited by jruiz; 06-30-2020 at 06:18 AM. |
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#14 | |
Senior Member
Join Date: Feb 2019
Location: Rancho Cucamonga
Posts: 609
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Quote:
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IG: @blackflag_fishing Youtube: Blackflag Fishing 2014 Ocean Kayak T13 SOLD 2020 Hobie Outback SOLD 2021 Stealth Fisha 500 #StealthTribe |
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#15 |
Senior Member
Join Date: Aug 2015
Location: Yucaipa, CA
Posts: 1,136
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My wife finally got her replacement kayak yesterday. It all looks good. Not so much as a howdy or how is it from Old Town customer service. No, here is something for your trouble. Just another reason you should only deal with your local dealer and don't expect Old Town customer service to help you out much. It's a shame because on their website the tout how good their customer service is, obviously the bosses aren't watching their employees.
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you can't eat it if you release it |
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