Originally Posted by HURTHEART
Mr. Hennessy was not very helpful when I enquired about the cost of having the rope repaired. He did not want to answer my question about if the fly was worth having repaired, the damaged area is .125 inches by about 6 inches long. If I did not buy it directly from him, they want nothing to do with it.
I am not unreasonable, but I expect to go back to the marketer and say I have need of a simple repair, I want your company to repair your gear, I will pay for the service and the shipping. Then I expect to be treated in a respectful manner, and either be told we will repair, or we do not repair. The hammock is out of warrantee, I expected to pay, not have a debate on where it was purchased. If Hennessy is not going to repair anything except what he has sold from his Web Site, that should be stated in his terms of purchase!
I'm awfully curious as to how the phone conversation actually went.
A large part of my job is customer service and I've seen examples of poor communication on either side of the conversation leading to an unsatisfied customer.
I've also seen the service provider do everything they could to satisfy the customer, and that customer was just determined to be upset, and went on to do their best to discredit the person they had spoken with.
I am at a loss of comprehension. If you spoke to the business owner, told them you were aware that the item was out of warranty but you're pleased with their product so much that when you encountered a problem, that you wanted it repaired. Not only did you want it repaired, that you trusted the company that manufactured the product to such a degree, you decided to check with them first to see what it would cost to have them repair it.
I don't understand, how if this is what was expressed by you, why the man at the other end of the phone couldn't give you a clear answer. That in fact his answer left you feeling so offended, you needed to come here and express your displeasure to the point of offering to sell off all of their products that you own. Products that up until you made the phone call you were very pleased with, enough you were willing to pay for repairs, and now you're labeling as "junk".