What Do You Think?
05-09-2003, 08:35 AM
#21
Senior Member
Join Date: Jun 2002
Location: La Plata, Maryland
Posts: 9,725
Originally Posted by banzaitoyota' date='May 9 2003, 05:07 AM
Another Point:
People are calling for Tech Questions on YOUR PRODUCT, so some guys buys a used PFC/Widget/whatever; and has problems installing it. So IF he calls your shop, looking for advice and you shut him off (Because he didn't purchase the PRODUCT from PFS), then you have alienating a future customer. Plus he goes out on the forums and yacks it up about how YOU (THE PRODUCT DEVELOPER) give LOUSEY customer service. Just something to ponder
People are calling for Tech Questions on YOUR PRODUCT, so some guys buys a used PFC/Widget/whatever; and has problems installing it. So IF he calls your shop, looking for advice and you shut him off (Because he didn't purchase the PRODUCT from PFS), then you have alienating a future customer. Plus he goes out on the forums and yacks it up about how YOU (THE PRODUCT DEVELOPER) give LOUSEY customer service. Just something to ponder
It would be hard to give product support for the next 10 years on parts that have passed through 3-4 owners.
I woudnt give tech support to someone who did not but the parts directly from you.
05-09-2003, 09:12 AM
#22
Super Moderator
Join Date: Jul 2002
Location: My BIG ol TURBO-DIESEL
Posts: 5,181
Originally Posted by Fd3BOOST' date='May 9 2003, 08:35 AM
[quote name='banzaitoyota' date='May 9 2003, 05:07 AM'] Another Point:
People are calling for Tech Questions on YOUR PRODUCT, so some guys buys a used PFC/Widget/whatever; and has problems installing it. So IF he calls your shop, looking for advice and you shut him off (Because he didn't purchase the PRODUCT from PFS), then you have alienating a future customer. Plus he goes out on the forums and yacks it up about how YOU (THE PRODUCT DEVELOPER) give LOUSEY customer service. Just something to ponder
People are calling for Tech Questions on YOUR PRODUCT, so some guys buys a used PFC/Widget/whatever; and has problems installing it. So IF he calls your shop, looking for advice and you shut him off (Because he didn't purchase the PRODUCT from PFS), then you have alienating a future customer. Plus he goes out on the forums and yacks it up about how YOU (THE PRODUCT DEVELOPER) give LOUSEY customer service. Just something to ponder
It would be hard to give product support for the next 10 years on parts that have passed through 3-4 owners.
I woudnt give tech support to someone who did not but the parts directly from you. [/quote]
That kind of ATTITUDE just continues to fuel the Customer Service Problem perceptions. So in effect your answer says: WE DO NOT STAND BEHIND WHAT WE SELL! The FD Aftermarket is a very small NICHE market. So... The guy who buys a FD equipped with a PFC is going to get 0 support from PFS? That will do wonders for your bottom line especially when THAT NEW OWNER is looking for a shop to do work on his car. NICE ATTITUDE!
05-09-2003, 09:35 AM
#25
Senior Member
Join Date: Sep 2002
Location: I'M RIGHT HERE!!! in Toronto
Posts: 658
Here's my deal, If you got it from me. I'll drive to your house to help!
If you got it from someone else. . . you paid for there knowledge(or lack of) as well.
If you wanna pick my brain, get some of my knowledge, I'll give you basics.
Talk to the guy you bought it from. To me it's not fair to have to leave my loyal customers on hold while someone who isn't a customer of mine
just wants to talk. I respect loyalty and return the favor. But there are alot of people in the world who don't understand the concept.
I feel your pain, but it won't ever go away. . smile and hope they understand.
Don't get me wrong, I'd never just hang up the phone!! I'd never tell them to **** off!
Try and make them a customer, ask them to come in.
But I understand who you're talking about. . the one guy who never buys from you, but still wants your advice on everything!
Well, it happens.
If you got it from someone else. . . you paid for there knowledge(or lack of) as well.
If you wanna pick my brain, get some of my knowledge, I'll give you basics.
Talk to the guy you bought it from. To me it's not fair to have to leave my loyal customers on hold while someone who isn't a customer of mine
just wants to talk. I respect loyalty and return the favor. But there are alot of people in the world who don't understand the concept.
I feel your pain, but it won't ever go away. . smile and hope they understand.
Don't get me wrong, I'd never just hang up the phone!! I'd never tell them to **** off!
Try and make them a customer, ask them to come in.
But I understand who you're talking about. . the one guy who never buys from you, but still wants your advice on everything!
Well, it happens.
05-09-2003, 10:22 AM
#28
Senior Member
Join Date: Nov 2002
Location: S.w. Florida boring ass ft myers to be exact. where the old people come to die
Posts: 1,176
Originally Posted by banzaitoyota' date='May 9 2003, 09:12 AM
[quote name='Fd3BOOST' date='May 9 2003, 08:35 AM'] [quote name='banzaitoyota' date='May 9 2003, 05:07 AM'] Another Point:
People are calling for Tech Questions on YOUR PRODUCT, so some guys buys a used PFC/Widget/whatever; and has problems installing it. So IF he calls your shop, looking for advice and you shut him off (Because he didn't purchase the PRODUCT from PFS), then you have alienating a future customer. Plus he goes out on the forums and yacks it up about how YOU (THE PRODUCT DEVELOPER) give LOUSEY customer service. Just something to ponder
People are calling for Tech Questions on YOUR PRODUCT, so some guys buys a used PFC/Widget/whatever; and has problems installing it. So IF he calls your shop, looking for advice and you shut him off (Because he didn't purchase the PRODUCT from PFS), then you have alienating a future customer. Plus he goes out on the forums and yacks it up about how YOU (THE PRODUCT DEVELOPER) give LOUSEY customer service. Just something to ponder
It would be hard to give product support for the next 10 years on parts that have passed through 3-4 owners.
I woudnt give tech support to someone who did not but the parts directly from you. [/quote]
That kind of ATTITUDE just continues to fuel the Customer Service Problem perceptions. So in effect your answer says: WE DO NOT STAND BEHIND WHAT WE SELL! The FD Aftermarket is a very small NICHE market. So... The guy who buys a FD equipped with a PFC is going to get 0 support from PFS? That will do wonders for your bottom line especially when THAT NEW OWNER is looking for a shop to do work on his car. NICE ATTITUDE! [/quote]
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