I've spent the last hour digging into this, reviewing the calls, etc. I went into this expecting this situation to based on some unreasonable expectations, now I'm not so sure. Jason's expectations going into this seem fine. He also correctly identified mistakes on our end. But going off like a grenade is where things grind to a halt here.
Although Jason was outright hostile to Ashley (we're not going to put up with that no matter what, absolutely zero tolerance for that crap), there were legitimate reasons for Jason to be dissatisfied. By the time his shouting started, the conversation had bounced between 2 reps and had 3 disconnects. Incorrect contradictory advice was also given from our end. Although he didn't say it, I think Jason was feeling like he was getting a run around.
Jason, you didn't say any of this in your review, so the fact that I'm bringing forward these problems myself should count for something. Let's get a little trust going here.
There were a string of screw-ups on our end that set the stage for today's conversation and this review:
1. "In stock" status on the site was inaccurate. This is squarely our fault.
2. Our policy is contact within 24hrs if an order will be late. That didn't happen. This is something that falls on me. It's a great policy, but follow-through has slipped. I've got some work to do to make sure it's happening consistently, every time.
3. The technical advice about fitment of the 8-pole on our side was bad, incorrect. To right the bad advice on our end: There is no 8-pole stator that will fit into a 6-pole flywheel. The solution sent to Jason was non-workable. It either needed the flywheel (and we just bite the bullet on the cost), or we needed to have offered a different (fully workable) solution.
Despite the error, my supervisor still
did the right thing. I stand behind his intentions in offering to send you an upgraded 8-pole stator instead of waiting for the 6. The technical mistake about the flywheel was a real problem, and ultimately that falls on me. But that doesn't change the good intentions and good faith behind the decision. It's clear to me that he did what he felt was right by you. The technical mistake aside, he intended for your customer to have 20% extra charging capacity for free. And you would have come out looking great.
Frankly, from my perspective you're doing me a favor telling people that if there is a delay on an order you might hit the lottery and get a free substantial upgrade. We do this kind of thing all the time, and this is the first time in a long while that the free upgrade itself caused problems. We're going to keep doing it.
To sum up my thoughts on this: Mistakes are one thing. I can work with mistakes, I can and will make that better. But shouting at my reps, flying off the handle, claiming that we're scammers, all that is just going to stop the situation dead in its tracks. If you can manage to keep a cool head, we can work through whatever issue even if there have been a string of mistakes before reaching my desk. But if the first thing I hear is that I've got a customer shouting and cussing, we're just not going to get to the point of resolving the situation until we get past that.
I don't know guys, I could say a lot more. But this is a legitimate negative review, despite the nuclear meltdown. If Jason wants to sign up and talk about how we can get this resolved for him and his customer, I'm game.
(Edited) I could hear the tension on your side before the phone even starting ringing on our end. Man, if it's not a good time to call then don't. There are several options to reach us (even me directly) here at a time that is convenient for you. There is no excuse for acting this way, I just don't care what the circumstances are - no excuse.
Edit #2:Jason, I just noticed that the like count on each negative review on our Google profile has gone up since this afternoon.
Did you go and arbitrarily like every one of them? Feels like you're just trying to set fire to things. This is way beyond being dissatisfied, way beyond a response appropriate for the situation. If I need to find a means of reaching both your suppliers and customers to leave a warning of the combustible way you handle problems, I will. I don't think we need to go to war over $30, but we're not done with this yet.