We received a warranty claim from Sherry Knight and issued her a WA # on 12-07-06. Warranty Authorization Numbers are good for 30 days. After that time if the cover is not received by us, the WA # is automatically deleted from the system and a new number must be generated to reference the claim.
We received the returned cover on February 16 and we placed a call to the customer to issue a new warranty authorization number. The customer called back on February 20 and we updated the account.
We reviewed the customer's warrantied cover and found that she ordered a size Large in December 2005, which is designed to fit over sidebags and not a topcase. The cover that was returned to us had clear indications and wear that it was fitted over sidebags and a topcase. This would cause extra stress and wear on the back portion of the cover which is what resulted. A call was placed to the customer on February 23 indicating our finding and that the wrong size cover was ordered and used and that a size XL was the correct size for the bike with it's luggage components. Even though we were not at fault with the customer ordering the wrong size cover we were willing to exchange it for a "XL" and the customer just had to pay the difference.
I am showing Sherry phoned our office three times and that two additional phone calls were returned by us, but we are not showing any resolution as to how the customer wants us to proceed.
We never received a single phone call from Andrew Knight, who is the recipient of the cover and assumably the one who needs to make the decision as to how we should proceed. Further, the only e-mail we received from him was on this past Tuesday, April 3rd, and I am just responding to it now as our office was closed from Tuesday, April 3rd to Friday, April 6th due to the sudden death of a member of our staff.
I am responding to his only e-mail and his post because that is what we do and have done for over ten years. We are not only in the business of making a quality product but also in quality customer service.
In the Knight's case, there certainly could have been miscommunication and missed phone calls, but we always take care of our customers, regardless. For us to simply ignore his warranty issue would be rather silly and pointless.
As with everything there is always two sides to every story and most issues are not as dire and bleak as one may project. In the over 10 years we have been in business, we have maintained a AAA excellent standing with the BBB and with our customers.
Whenever you come across a negative post about any company, remember that no matter how flat you make a pancake, there are always two sides. And before coming to any conclusions, judgments or frantic e-mail writing, always wait to hear how the company and the customer responds. In most cases, as in this one, you will find that there was just much ado about nothing and that everything is really just fine.
Further, Andrew states that we do not have the correct "size" listed on our website to accommodate his topcase. He is incorrect. If you go to our Size Guide, you will see that a size Large is listed to accommodate sidebags. We do NOT have any listings for a XL to fit over a topcase because we do NOT make a XL to fit over an FJR with a topcase. For Mr. Knight to assume a Large will fit over a topcase when it clearly lists a Large as fitting over sidebags is in his error. If he was unsure of the proper size for his bike and luggage configuration, he simply had to call or e-mail us for clarification. But to later admit to ordering the wrong size cover and then blame us for not having a XL listed as the correct size is simply wrong on his part. If a customer has an FJR with sidebags AND a topcase, we have a special custom pattern "XL" with which to make a cover from. He simply had to inquire with us instead of assume.
Despite all of this, we will of course take care of Mr. Knight's cover, he just needs to communicate to us how he wants us to proceed. He can even contact me on Monday at the number below.
The bottom line is that though we strive to provide excellent customer service, the Knight's failed to receive it, and for that there is no excuse and we are responsible. If we dropped the ball and failed to return phone calls, that is unacceptable and I personally apologize for that error. It is not enough for us to have a 99.99% excellent customer satisfaction rating because that .01% that we missed is still a person, and it is never our intention to leave one person with a negative experience when dealing with us.
I am not writing this because it has now been posted on forums and we need to take action. I am writing this because I and our office just got back in town, Saturday, and this is my first learning of the issue and my first chance to address it. Further, it is simply the right thing to do and what should have been done from the very beginning.
For the Knights troubles, I am willing to give them a new True Custom FJR Cover at no additional cost. We will even pay for all shipping fees. While I realize this has not been a pleasant experience for them, I am hoping that they will see our willingness to make amends for our lack of proper follow up. Despite the fact that he admittedly ordered and used the wrong size cover on his bike for one year which created the wear problems, is of no consequence to us. What ultimately matters is his experience in dealing with our company. And to that end we will do whatever it takes to restore his faith and confidence in us.
Sincerely,
Mike Smith
Sales Manager
Geza Gear Inc.
703.327.9844 office
703.327.9874 fax
www.gezagear.com
[email protected]
