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klanel 06-23-2016 09:35 AM

DPI customer service issues
 
Anyone else besides me had issues with DPI's customer service?

I've been waiting for them to ship me a control board for going on 2 weeks.

After waiting 1 week I called them and not only had they not shipped out my warranty replacement, they couldn't find me in their system but remembered me calling.
Was supposed to ship out on Monday and still not here and they are in adjacent state.
Called again this morning and it seems that there is only one person who does warranty and I can't reach him.
Anyone have any contacts at DPI that could resolve. Not only am I not happy my new Trojans aren't happy.

scottyb 06-23-2016 10:08 AM

Re: DPI customer service issues
 
Over the years DPI customer service record is good. It's unfortunate you got dropped by their system.
This is the busiest time of year for the golf cart industry. Every company's staff is stretched to it's maximum performance to meet the demands.

jjance 06-23-2016 10:56 AM

Re: DPI customer service issues
 
I asked an email question one time and got no answer. I sent my charger in for evaluation and it took them a month to return it. No big deal I still had my old charger.

klanel 06-23-2016 12:12 PM

Re: DPI customer service issues
 
They were to call me back this morning but didn't so I called them again and was told it would go out today and they would send me an email confirmation with tracking. That sounds good but they never got my email address. Just like the time he was going to call me back but didn't ask for my phone number.
Will see if they email me a tracking for the board they were going to ship out 2 weeks ago, then 3 days ago actually get a shipped.
I would rather them just say it was going to be 2 weeks instead of continuing to keep saying it was going out that day.

Epb 06-23-2016 10:28 PM

Re: DPI customer service issues
 
Customer service is hard to find now days...still a few out there though. I preach dpi so I hope they solve your problem soon.

tag50 06-23-2016 11:37 PM

Re: DPI customer service issues
 
Quote:

Originally Posted by klanel (Post 1288183)
They were to call me back this morning but didn't so I called them again and was told it would go out today and they would send me an email confirmation with tracking. That sounds good but they never got my email address. Just like the time he was going to call me back but didn't ask for my phone number.
Will see if they email me a tracking for the board they were going to ship out 2 weeks ago, then 3 days ago actually get a shipped.
I would rather them just say it was going to be 2 weeks instead of continuing to keep saying it was going out that day.

Next time you talk to them get a name. Sounds like somebody's kid got a summer job. Been there more than once. Messages not forwarded (or even posted), not getting customer's basic info.,etc.

Once you have a name then kick it upstairs. They might not even know they have a problem.


.

klanel 06-24-2016 07:26 AM

Re: DPI customer service issues
 
Tag, I've got the name but just didn't want to post it. After I was unable to get a return call I explained to the receptionist the issue and asked if there was someone else that could resolve. She said he was the only one that could handle warranty issues.
As I expected, they did not email out a tracking number yesterday so I still don't know if it is on the way.
Only contact i could find is the CEO from the corporate fillings.

NCPW 06-24-2016 08:26 AM

Re: DPI customer service issues
 
Contact the CEO then.

Like Tag stated, admin may think everything is running smoothly unless someone tells them otherwise. I bet the CEO would have someone take care of it. The CEO at the company I worked for wouldn't waste a second calling our department manage to correct a problem if he got a complaint(s) from a customer.

klanel 06-28-2016 11:58 AM

Re: DPI customer service issues
 
As I have come to expect from dealing with Rick @ DPI warranty, I still have not received my part despite being told 3 times now that the part was shipping out that day or the next day.

This morning I sent by mail a letter to their CEO, Tony Trigiani, letting him know of the poor customer service I've gotten trying to get a replacement board for my new DPI charger. I detailed every encounter with dates and times of calls, what I was told and what has happened (so far nothing).

I will wait and see what (if any) response I get from my letter. If I don't get any response from the CEO, I will file a complaint with the BBB in Tennessee. Beyond that, I will just put my DPI smartcharger on a timer so it doesn't continue to evaporate my batteries.

Will post back if I get any response from DPI.

Epb 06-28-2016 12:58 PM

Re: DPI customer service issues
 
That's pretty bad news. Sorry man.


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