Quote:
Originally Posted by MFactory
Quote:
Originally Posted by Vedubin01
I have no stick in this fight but following it for sure. What gets me is you talk about different time zones yet all your responses have been on a US business time zone. To say you don't speak English that well, but to not even give it a try is beyond me for customer service. Your English writing is better than most high schoolers in the US. Im sure if you would have extended some good faith you would not be on here defending your stance.
This thread has put doubt in people looking at your product and if you lose just one customer due to it you are out way more money than if you tried just a bit harder to provide exceptional customer service to resolve the issue. I'm sure you will have to be dealing with a lot more when you finally ship out those DS that people have been waiting a lifetime for. You re lucky many of them are waiting and trusting you with the delay of product due to what ever reason you want to give.
My .02cents
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Replying on the forum I can do on my PC in the office, my PC in the house and on my phone if I'm lying in bed; this is how I'm able to reply to emails within a few hours 7 days per week, regardless of timezone, regardless of country, regardless of work time or personal time. This does NOT mean I'm going to talk on the phone with my family fast asleep next to me, on a plane etc etc. I will talk on the phone during work hours (in MY timezone, which is +8 GMT) in the language of my choosing.
I dedicate 24/7/365 to customer service, yet I'm offering "bad customer service" simply because I do not feel comfortable talking in English over the phone? I'm not "defending" my stance as there is nothing for me to defend; this is what it is, and if customers cannot accept having to buy a driveshaft off a company that can only reply within a few hours 24/7/365 via email for the past 17 years non-stop, then I cannot help them with a carbon driveshaft unfortunately. This is the caveat for wanting to purchase the #1 carbon driveshaft for the M3. Anything else, I can and will always go above and beyond to accomodate our customers.
Besides, when they contact me via email, my full signature is there along with our office number. They can call the office at anytime during work hours if it was urgent (which a lot of customers do) and have front office connect the call and, if it was regarding LSD's/Pumpkins, they can contact our US facility during work hours and talk English/Spanish to their hearts content. |
this is it, my hesitation for buying from an overseas company. not saying they're a bad company or have bad products but IF there are issues then, we'll it's what we have here.