Boo Concept 1 you suck, Cheers to CAW!!!

[bonfire]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

Exactly. The laziness of any employee can be incredibly irritating. Currently I am in a **** fight with one of my suppliers because it is taking a week to get a quote then at least a week after I send a PO for a confirmation, so far from first contact to when the item ships hasn't been under 3 weeks. When I have a unit in the field that is down and needs parts. I have already been selling customers replacement units because the replacement has better service.

[conceptken]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

Euro Dub PL,

Firstly let me say, I'm sorry you received an incorrectly picked part at my store. Obviously this was a mistake, and for that I apologize, on behalf of concept-1.

I can honestly tell you that I'm not really surprised at the response you received from a front counter staff to these two questions;

Is there anyone in the showroom?

Where do you live, so I can get this part?

Aaron, as you say answered very defensively, and was not the answers you wanted. I understand what you were trying to get at, but look at it from his perspective.

I asked Aaron about this, and he told me this is all you asked him. You did not ask for a solution, which I'm sure we would have offered you.


We made a mistake. Had you asked us to simple leave the correct part in the mailbox, or hidden outside, I'm positive we would have, and been very apologetic about it next time you were in the store. 1 oil filter is not going to make or break our annual sales, even if we left it out for you, and you didn't return the incorrect one, I would not lose any sleep over it.

People very commonly ask if anyone is stating late, Fridays in particular. Often times they say "I'll just be 5 min..." 20minutes later they are here, and shop around, as if it's during regular business hours. Getting home to your family a hour or more late for dinner, leaving town for the weekend etc is very frustrating. Of course we want to offer customers the best possible service and hours. This is why we are open until 6 and on Saturdays. I have gone out of my way on hundreds of occasions, probably more that you would believe for all sorts of reasons. Customers who simply forgot something that they purchased, I've driven them home, lent them my personal car, etc.

I hope that makes sense. It is not that we, or I, don't care, it's just that you must draw a line somewhere.

Edit: This does not apply to Ken, as he is the only one who has actually provided service and known what he was talking about in the past.

This very much does apply to me, as I own this business. So please don't exclude me. In fact all decisions in regards to this business are mine. It was my decision to hire the staff that I have, and keep them despite picking an incorrect part, occasionally. This situation was not handled how I would have wanted it to have been, and I want you to know that, which is why I'm responding to you.

In regards to the prices on our website being higher for a Phone Order. The phone order price applies only in the case that you phone in a mail order. The reason it is substantially higher, is because of the process of credit card/address verification involved when a customer does not enter his own data, and items that he wishes to purchase himself. If the orders are placed directly though the web, the credit card verification is automatic. You will notice that the walk-in price is the same as the web-order price. So The higher price would never apply to anyone on this forum. Again, I apologize if that is not clear.

Ken
Concept-1

Edit: I could not find my old login info, so had to re-create an account as I lost a bunch of emails last month. But this is Ken, Really.

[P Arkus]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

Ken, I appreciate the response and understand you trying to clarify the situation. I understand what you mean that "you have to draw the line somewhere" however I do not believe it is up to the customer to keep pushing until that line is drawn. I asked the 2 questions and was quickly shut down. If you understood what I was trying to get at, why was it left up to me to keep pushing for a solution? I do not know where Concept 1 draws the line. I was not aware that it would be as easy for you to put the proper filter in a mailbox or hide it around back. This IS in fact a very simple solution. Why was this idea not brought up by Aaron? This is what I mean by bad customer service. It seems every time there should be a resolution to a problem, the customer is left doing EVERYTHING possible to come to that resolution, while you're employees sit around waiting to hear it. When my car is on stands with no oil in it, and every shop closes in 5 mins, I do not have the time to think of every solution possible. This is why I feel Aaron did absolutely NOTHING to help the situation. Do i understand why he was defensive, sure. Do I understand why he didnt provide any other reasonable thought for a solution and waited for me to act? No clue.

Sam however at Calgary Auto Works did the exact opposite. I asked him the exact same questions, explained my situation, and he responded to both of them in a friendly manner. When he saw I was in trouble and needed help, we worked TOGETHER to come to a reasonable solution. It really is a shame that this goes on at Concept 1. It always seems like a blame game. In the time it takes the employees to find a reason to blame the customer, they should be thinking of working towards a solution with the customer.

[bonfire]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

Here comes the death spiral, good quality thread, then spirals out of control into cereal.

Good for you Ken, you made a calm and collected post. Have to say that was one of the better vendor defending themselves posts I have seen, and the exact opposite of what the typical attitude the shop tends to have.

It just seems odd how many experiences are similar, in regards to Concept-1, sure each shop has its mishaps, but the number seems unusually high in Concept's case.

[P Arkus]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

KEEP THIS ONE ON TOPIC GUYS!!!

Ken, you also mentioned sometimes customers ask for employees to stay late, then they arrive late and shop around. As I understand the frustration of this when they want to simply purchase a product, would this not be more of an unwritten obligation (for lack of a better word) when it is the employees who made the mistake in the first place? I'm still trying to wrap my head around why there was no effort put into a solution by your employees. You said your employees would most likely accomodate putting the filter outside and be apologetic for the mistake. For your information, after explaining what happened, I didnt even get an apology or a concern over the phone. I know its baby steps, but maybe thats where the problem originates.

[btimbit]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

I think in this case asking where he lived was probably the line. I'd be acting pretty defensively as well if I were him. I'd be a little too flustered and concerned to offer another solution after that.

Just trying to put myself in his shoes. He's come off as rude to me quite a few times, but in this case I don't all the hate is warranted. Props to Ken for posting as well.

[P Arkus]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

I think in this case asking where he lived was probably the line. I'd be acting pretty defensively as well if I were him.

I fully agree, however we're not in playschool here where everyone is taught that anytime someone wants your address, they are a molester. Simply saying "I feel uncomfortable telling you where I live, but I can either meet you somewhere or put the filter somewhere for you" is just as easy as saying "I wont do that and neither will any one else in this store". Again, right back to square one...the basics of customer service.

[btimbit]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

I fully agree, however we're not in playschool here where everyone is taught that anytime someone wants your address, they are a molester. Simply saying "I feel uncomfortable telling you where I live, but I can either meet you somewhere or put the filter somewhere for you" is just as easy as saying "I wont do that and neither will any one else in this store". Again, right back to square one...the basics of customer service.

Darn, you missed the ninja edit

Have you tried talking to Ken at all then? I've seen him offer solutions on forums before. The fact that he posted at all says quite a bit. The last time I complained on a forum about a local shop, CAW essentially told me to bugger off.

[P Arkus]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

I have not talked to Ken, as I feel there was really no need. I'm not looking for a refund, i'm not looking for a discount, I'm not looking for anything really. This is not a broken product i'm looking to have fixed. It is bad service that I received. I cant quite take that bad and get it replaced. The damage is done.

This is why I want this thread to stay on track, because I am truly interested to see what Ken has to say about this, since it is not only me who has had problems with the service at concept, but rather many people have. I believe this thread might answer a few questions for alot of people.

[btimbit]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

I have not talked to Ken, as I feel there was really no need. I'm not looking for a refund, i'm not looking for a discount, I'm not looking for anything really. This is not a broken product i'm looking to have fixed. It is bad service that I received. I cant quite take that bad and get it replaced. The damage is done.

This is why I want this thread to stay on track, because I am truly interested to see what Ken has to say about this, since it is not only me who has had problems with the service at concept, but rather many people have. I believe this thread might answer a few questions for alot of people.

Alrighty then, I understand now. Interested as well, as I have seen Ken have to apologize for his staff a few times now. I think he's a stand up guy, but Curtis and Aaron, not so much.


Although I still find it hard to believe CAW was better

[conceptken]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

I have not talked to Ken, as I feel there was really no need. I'm not looking for a refund, i'm not looking for a discount, I'm not looking for anything really. This is not a broken product i'm looking to have fixed. It is bad service that I received. I cant quite take that bad and get it replaced. The damage is done.

This is why I want this thread to stay on track, because I am truly interested to see what Ken has to say about this, since it is not only me who has had problems with the service at concept, but rather many people have. I believe this thread might answer a few questions for alot of people.

I'm willing to take the time and address any issues anyone has had with any part of service we've offered. Why would I not?

Long story short Patryk, I won't be happy with this until you are.

Ken

Bonfire,

Thanks for your response. Could you clear one small thing up for me? You'd mentioned a part that you were quoted $300 for and it was hard to get, that you later purchased for $100. I'm curious to know what this was. I do know who you are, and I do recall you being in the store on multiple occasions. With 6-7000 transactions in a year and 700+ cars serviced or repaired it would be nearly impossible to recall the year/make/model and transmission of each of those, so don't take offense to that.

[P Arkus]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

Ken, I will be honest with you. At this moment, I am Happy. Calgary Auto Works has been great to me, and has helped me out numberous times. I will admit I have only gone to them for certain things for the past year, but in that past year I have never had a bad experience with them. Until I do, I have no reason to go elsewhere. As you stated yourself, you have to draw the line somewhere. My experience on Friday is where I drew the line, and have transitioned to another shop.

What would it take for me to come back? Firstly, bad service at CAW and any other possible place that supplies the part i'm looking for (Concept would be my last resort), which at this point seems unlikely to me. Second, I would need to hear ALOT of positive feedback in the future regarding the customer service at Concept 1. As a customer who has been treated badly in the past and STILL stuck up for your business, I believe this is something that every customer of yours deserves. I admire the fact that you came online and are willing to answer these questions, however for me I believe its too little too late.

I guess the rest of this thread can be dedicated to the rest of your customers who are on the fence about doing business with you. Focus on them. Perhaps one day in the future you will see me at your business again.....perhaps

[P Arkus]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

Alrighty then, I understand now. Interested as well, as I have seen Ken have to apologize for his staff a few times now. I think he's a stand up guy, but Curtis and Aaron, not so much.

I will say this in Curtis's defense. Althought he has made mistakes in the past, and has not quite gone 50/50 to solve the issue, I can definitely say that I CANNOT remember a time he was ever rude to me.

[cam_wmh]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

At this point its 5:55pm and Concept 1 is closing in a few mins. I immediately phone them and get Aaron. I ask if there are any customers in the store. He questions why I’m asking this, so I tell him because they sold the wrong filter for an R32, so I’m hoping someone I know is there that can pick one up for me and I would pay them for it and probably buy some beer for their troubles. He tells me nobody is in the store. Needing the car for early tomorrow morning (concept opens at noon, I need the car at 8am) I ask Aaron where he lives hoping that he can possibly pick one up and meet me somewhere so I can finish my oil change. He immediately cuts me off and tells me that he wont do that, and neither will any other customer service rep in the store.

Aaron, as you say answered very defensively, and was not the answers you wanted. I understand what you were trying to get at, but look at it from his perspective.

I asked Aaron about this, and he told me this is all you asked him. You did not ask for a solution, which I'm sure we would have offered you.

Was this a reasonable suggestion for resolution?

[popp]

Re: Boo Concept 1 you suck, Cheers to CAW!!!

^

There are always two sides.....