Originally Posted by
PhiDelt496
I dont mean to pick on the OP, but I do feel that I have seen alot of posts lately that the question could be better answered by direct contact with the Vendor. My apologies to the OP, you are just following what has become the norm around here.
If I were to receive a product that I felt had an issue, my first contact would be to the vendor directly. If I did not receive a response in a reasonable amount of time or did not receive a satisfactory response, then, and only then, would I publicize what I feel is an issue with a product. By reasonable amount of time, I mean 2-3 days at the least. Yes, with major retailers or manufacturers, I would expect a more prompt response but with the cottage vendors they often do not have the necessary resources to handle the volume of customer communication. If the vendor gets enough of the same question over and over, then it is on them to relieve themselves of that burden and post a FAQ to provide the answer to the question. I looked for a better place for this rant, but couldnt find it.
Posts like these are read most often by people looking to buy a product from a vendor and I would hate to think that someone was steered from one vendor to another because someone published a perceived issue, or perhaps a one time mistake. And the first that said vendor ever heard of the issue was the same time the rest of the community did.
Does that sound like ideal customer service? No. But I realize their challenges before I order my product (most of them have disclaimers on their websites) and accept that this is the type of service that I will receive. I do not fret about it or worry that I dont hear anything regarding shipping in a week or two, or that I sent an email at midnight and didnt get a response by the time I woke up in the morning.
A couple of months ago, I ordered some gear from two of the forum vendors...one of which was HG. About halfway through the normal wait, I had a friend become free for an impromptu trip a week or so out. I emailed both vendors and told them about the trip and asked if I could get my gear in time. I also stated that I completely understood that I was throwing this in at the last minute and would understand if they could not. Guess what, they both got me my gear in time for my trip and I was thrilled.
Every forum vendor I have dealt with has been tremendously helpful and while maybe not fast, they all have been attentive, responsive, and helpful. So please people, start contacting them first if you feel there is any issue whatsoever with a product and give them the first opportunity to correct it...I doubt they will let you down.
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