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Unread 10-26-2010, 09:22 AM   #21
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Default Re: Aggravated at Gulf Coast Golf Carts

Sorry David but I've got to ask, why is your phone number on the page if people are not supposed to call you?
I know that when I have an issue like this, I want to talk to someone, not just via email.
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Unread 10-26-2010, 09:29 AM   #22
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Default Re: Aggravated at Gulf Coast Golf Carts

It is to place orders, but sometimes we get so slammed her locally with local business we can't get the calls. That is why people can email us or order online for parts they need. We didn't expect the local business to be this overwhelming for us. For any kind of return or exchange we ALWAYS ask the customer to just email us a picture of the damage and we will get a replacement out. Example: Last Thursday a customer (Mr. Lemaster) received a cracked windshield. He emailed me about it and sent me a picture and a replacement went out same day. We have to keep a paper trail of claims like this through email.
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Unread 10-26-2010, 09:39 AM   #23
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Default Re: Aggravated at Gulf Coast Golf Carts

Fair enough. It's not the way I do business with anyone. I've never even been asked to send a picture of anything I've received damaged. I have always called and talked to the proprietor and explained the situation.
I have ALWAYS received the replacement with a call tag for the return.

I hope this model works for you. I know it doesn’t for me as the customer.

Good luck David
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Unread 10-26-2010, 09:52 AM   #24
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Default Re: Aggravated at Gulf Coast Golf Carts

Quote:
Originally Posted by david6821 View Post
I would ignore this person. After doing research he never emailed us about his order being damaged and he won't email us pictures of the damage. We are the lowest prices anywhere on a lot of this stuff and ship hundreds of items a days and yes sometimes items get damaged. If he would just email us directly and send us a picture of the damage we would of gladly sent a replacement out same day. I am wondering if this is a jealous competitor trying to mess with our name. We try our best to take care of customer and give people a good value. That is why were are one of the biggest golf cart resellers on the Mississippi Gulf Coast. Thanks! Note: a lot of of prices are about to even be dropped lower.
And there is the one quote that ensures I will never deal with Gulf Coast. Nice customer skills David
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Unread 10-26-2010, 09:57 AM   #25
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Default Re: Aggravated at Gulf Coast Golf Carts

I am sorry but I see no proof. He never emailed us about the issue. No order number ..nothing. Even we we told him to just email us directly and we would take care of him..... nothing. I don't know what else to think.
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Unread 10-26-2010, 10:13 AM   #26
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Default Re: Aggravated at Gulf Coast Golf Carts

Maybe a little common sense would be appropriate. You know how you pack them. Is it possible that the customer is telling the truth? Is it highly likely that the item can sustain damage when it's shipped the way you pack them?

An example of packing... I ordered a 6' inflatable Christmas yard orniment from Ohio. When I got the item, it took me a while to unpack it.. and it wasn't even an item that could easily be damaged. It was packed in the original box, then a larger box, then a protective larger box. There was no way it was going to get damaged by UPS unless they dropped it and ran over it with the truck.
If you don't want this type of thing to happen in the future, just make sure you have done everything possible to pack it sufficiently. After all, part of the extra charge is SHIPPING/HANDLING, which includes proper protection from many hands handling it.
Good luck and remember, some time you have to eat a sale, make it good, and that customer will be back.
If a customer is treated right, he'll tell his friend. If he is treated wrong, he'll tell ALL of his friends.
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Unread 10-26-2010, 01:48 PM   #27
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Default Re: Aggravated at Gulf Coast Golf Carts

Quote:
Originally Posted by david6821 View Post
I am sorry but I see no proof.
A vendor that does not trust his customers will not have his customer's trust for long.

Who the heck ships a solenoid in an envelope? If business is so good you can't answer the phone:

Hire more help
Buy some shipping boxes
Do some ACTIVE customer service

Dave, this is your company. Make it work.
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Unread 10-26-2010, 05:47 PM   #28
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Default Re: Aggravated at Gulf Coast Golf Carts

i can relate to david and i can possibly see where hes coming from. i owned a retail store both with a brick & mortar storefront and a steady amount of online biz. it was my partner and i plus one part time kid (1 who was not so much of a go-getter. my partner lived in a another city and was only in town to help out maybe 2 or 3 days a week. i worked another full time job to support myself and the business as it grew.

we had a phone. most of the time we answered it, but email was by far a more efficient way of handling business for us though. we couldn't accept phone orders. we just weren't setup for that style of doing business.

if something like this happened, i would probably ask for a email with a picture attached as well. that doesn't seem unreasonable to me. we didn't have the time nor the money to front replacements w/o some sort of effort of the part of the customer. not saying we wouldn't replace it, just send us a photo of the thing if you expect a replacement to be sent out before we receive the original defective item...

a few months back, i ordered a flashlight from a "mom & pop" online retailer and received the wrong item. the retailer didn't answer the phone number listed on the site. so i emailed them. i received a response almost immediately. i was given the option to wait for a return label or give them authorization to put a hold on my CC until they received the original. i opted for the hold on the CC and received the proper light a few days later. i ended up keeping both lights as i liked the one they sent by accident. the retailer even offered a substantial discount on the mis-shipped light. i didn't find any part of the transaction unreasonable or offensive as a customer.
-sj
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Unread 10-26-2010, 06:17 PM   #29
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Default Re: Aggravated at Gulf Coast Golf Carts

Although I personally handle as much as possible through e-mail as opposed to the telephone, I can see the issue here. I like using e-mail so I have a record of back and forth conversations about issues that arise; however, if your phone number is at the top of your website and is the ONLY piece of contact info on your "about us" page then I, as the customer(and this is just how it goes through my head) assume that you are predominately a store front with actual employees and phones and that the website side of the business is looked after less closely.

Point of the matter is, whether the customer e-mailed you or not isn't important. He attempted to contact you and left you a message about the problem only to get the cold shoulder. Am I to believe that you never return phone calls regarding returns or exchanges? I bet if I called you and left a message about wanting to order a few thousand dollars worth of parts I'd get a call back.
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Unread 10-26-2010, 06:58 PM   #30
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Default Re: Aggravated at Gulf Coast Golf Carts

Okay. In my opinion this is enough. I'm sure the sponsor has gotten the message and a clear picture of what will be expected in the future. Thank you all for your input. I don't think any more input will be helpful.

Anyone agree?
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