What to do...

[Alex]

Alright guys and gals...... As you know, I've been providing reflective decals to FJR owners for about 4 years now. It started out as a favor, then as a hobby, and then finally it is developing into a small business. Every once in a while, you get the occasional customer that you just cannot please. Here is an example of the absolute worst case that I've had to deal with. This email is from today. (Presented to you in the same font and color)



[SIZE=18pt]ALEX, your last e-mail dates 21/01/2008 8:23 pm, this day 02/02/2008 no news, I am very irritated.[/SIZE]

If I have nothing on 09/02/2008, I previens all the buyers on the forums MOTORCYCLES and FJR and BMW in EUROPE and everywhere or I can in the world . I go dedicated the necessary time, I am very vindictive,I NEVER GIVE UP.

Here is some background on this order. The original order was placed on Nov 11th and shipped out on the 13th via USPS. It never arrived. So I then sent out another set (insured) on Dec 31. It never arrived. I then received the email:

[SIZE=18pt]I have not received my order of (22/11/2007),It is scandalous, I will prevent buyers on the forums FJR[/SIZE]

I then responded:

I assure you that this is not scandalous! I’ve sold hundreds of sets overseas and have taken care of every last one even if they were lost in transit. (it has happened just a few times) They end up showing up back here, or at the customer’s residence.

I would appreciate it if you would not drag my name through the mud on the FJR forums.

Well, since 2 sets were mailed out (my loss) I propose 1 of 2 things. Would you like a full refund, or can you offer me a different address (work, friends….) to mail another set at my cost. Please don’t accuse me of trying to take $20 from you. I understand your frustration and will make this right.

Alex

I then receive back:

I receive mail from the USA (N-Y, LA and Frisco) without problem...!

Can you ship with proof of delivery?

If not possible, I will give you an address in Poste Restante.

I wait for your reponse. Thank you

Ok, fair enough, a 3rd set goes out, Jan 21.

Now we are back to today’s email that is listed above. The only thing I responded with was:

"(his name), I give up. I’ve sent 3 sets with no success. I WILL GIVE YOU A FULL REFUND. I’m out 75+ dollars and will give you a full refund.

I’m not sure why your are expressing that you want to be vindictive and threaten me over email.

Put yourself in my position for one second."

Alex

So what can a guy do?

PS (I'm sorry if I made that hard to follow)

 

[phil]

Alex, I have been in retail management for 40 years. There will always be customers whom you cannot please. The customer is NOT always right. I would not worry about this guy. If you start getting numerous complaints, from numerous customers, then you can start to worry. You're cool, til proven otherwise! Phil

 

[jet mechanic]

Alex,

Are you sure its not a scam???

Are you sure his payment has fully cleared at the bank??

I know it's only $20, but he may have further plans even if he does get a refund.

If you do send him the refund, block him off your email and let different forum admins know whats up.

Some people are just ********!

 

[2WheelTiger]

I recently had dealings with Alex where he and I didn't get good service from outside vendors. (Paypal and USPS). He and I resolved the situation correctly and amicably. He's a great guy to deal with and I'll recommend him highly. You can't get better service than he provides ANYWHERE in the world.

 

[S76]

He probably has all three sets, is going to sell 2 of them to his friends, and is going to continue to badger you for a refund.

Don't ship any more, your making him rich. Give him a refund.

Just shows to go ya, there is :******: in every crowd.

 

[MrTwisty]

Sounds to me like you've done everything you can.

Don't sweat it.

After reading this, I doubt that this guy will have much credibility here.

 

[LAGO RUNNER]

Alex, he sounds like a real jerk, dont sweat it. I would like a set for my 04, i was wanting black if possible PM me for purchase info.

 

[twowheelnut]

Go Alex on his ***! :lol:

Short and sweet, send his money back and call it a day. He'll keep and use the reflective stickers - guaranteed.

 

[Alex]

Go Alex on his ***! :lol:
Short and sweet, send his money back and call it a day. He'll keep and use the reflective stickers - guaranteed.

Ohh now that is funny! You actually made me LOL!

You know the comments above referencing that I'm the one possibly getting scammed are sounding more and more likely. Why would someone use such strong wording when the receiving party is responsive to each and every email. These mailings are ending up somewhere, and they are not coming back to me!

 

[Warchild]

I'm not laughing in the least. :angry:

PM sent.

 

[GunMD]

I guess there is a chance that the 'customer' never got the first two shipments. But even so, I can't (personally) imagine getting THAT fired up over $20 when the retailer (Alex) seems to be responding in a timely manner. Who knows?

As for me, I love my reflectors. My only complaint is that I purchased the 'plain' ones before I ever saw the cool ones that Alex has now w/ the tuning fork logo on them. Cool stuff.

 

[Charlie Hoss]

I botched up the application of my left decal, e-mailed Alex, he got me the left side only for half the price of a set and mailed it out immediately.

Great service. Thanks Alex.

Charlie

 

[Old Michael]

Retail for 20+. The customer IS always right. But this guy is no longer a customer. He's more likely a scammer.

Send him the meatspinner link.

 

[taterides]

Block email and send him on his way. Some people are just an a$$. Don"t worry one guy cannot ruin all of your good reputation. Tell him to pound sand. Oh and I love my set that arrived quickly and perfect.

 

[dcarver]

Alex has ALWAYS given me great service. I've ordered, the product has been delivered quickly, quality has been great. If one ****** is attempting to repute Alex's rep, then the fight is on....

 

[FJRocket]

Just make sure you can track the refund and prove that the prick got the money. He'll probably try to tell you someone else cashed the check, or it went to the wrong address. :angry:

I agree with others, I suspect you've been scammed. Sucks. :angry:

Alex. the rest of us who have been around know you do great work and are a stand up, quality vendor. :thumbsup:

 

[dbvolfan]

Sounds like you have been more than fair in helping him...I'd call it a day with him and write it off as one of those "1%" people who can't be helped.

Almost 20 years in retail and I bent over back-wards for almost anyone even when I knew we were right in what we had done. It's easy to see how consumers have become more and more spoiled over time and I would go so far as to there is now an 'entitlement' attitude towards retailers. I am by no means saying that excellent customer service shouldnt be expected and strived for but I could write a book on some of the stories involving unrealistic demands I was approached on. And these werent isolated incidents.

More and more people have unrealistic demands. We all want cheaper and better goods, yet ***** and moan about them being made in China and no one being around on the floor to offer that 'personalized' service. IMO, we cant have it all...there has to be some kind of balance. OK, I am stepping off my soapbox.

 

[Ari Rankum]

I've done no business with Alex, ever. But my read on the above is that Alex has gotten himself involved with a scammer and is going above and beyond what I would do for the prick if it were my business.

If the odds of an article being lost in the mail are 1 in 1000*, the odds of two independently shipped articles to the same guy being lost are 1 in 1 million (1000 * 1000). (1 in a million is very unlikely, if you're having trouble with the numbers). The odds of three articles, independently shipped to the same guy, all being lost are 1 in..... (anybody?) THAT'S RIGHT!!! 1 in a billion!

I'm not buying it.

You're being scammed, Alex. Don't waste any more time on the loser.

* I have no idea what the loss rates are in the postal service, but there's prolly a FAQ on the USPS site that reveals the number. I bet that the rate of loss is lower than 1 in 1000, by the way, so it's prolly a much bigger stretch that the three items were lost and not actually all in the possession of the scammer.

 

[Alex]

Thanks for the comments and suggestions guys. I'm sending him refund now, and will send him an email letting him know.

I would go further to say that the USPS has a good record of getting the mail to the customer. However, I've had many times over the holidays where a dozen orders were mailed overseas to various countries. Some were delivered in 5 days and others it took up to 31 days!!!! Same country on those two examples. The later was a friend of mine whom I've worked with a few times.

Later guys, I going to go for a ride :yahoo: