Tire23 beware

jdsto · 05-26-2014, 08:34 PM

Galeforce is correct. There was no communication for over 10 weeks. And the attitude was just a little bit to Oh well when they found out the rims weren't coming. To be quite frank I suspect if I didn't call them I would still be waiting.

Alcheng you left out the final part of your story. How did you handle the situation with the customer? I'm sure it was in a proactive manner and didn't have the customer walking away pissed off.

I'm glad that people are satisfied with Tire23, maybe mine was an isolated issue. Hell maybe its just me. I went to them in the first place as I thought they had a good reputation.

alcheng · 05-27-2014, 12:45 AM

it was a very very difficult moment.

since at first we told the customer it will take no more than 3 weeks, then we keep pushing back the DOA, the customer was kinda getting annoyed cos we keep pushing it back.

and the worst part was the supplier kept telling me the sunglasses will come thus i guarantee the customer he will get it but it's just a matter of time.

eventually one day he came to the store again and i called the supplier in front of him, (which i had just called the supplier the day before) and the CS told me that model is completely discontinued.

i heard that through the phone and look at the customer, who's standing right in front of me waiting me to tell him the new DOA.

X n

with an extreme disappointed face i told the customer "I just got a very very bad news from the supplier, all the sudden they told me this model is no longer available, i told them there's an order number and they told me the it's the factory decided not to make this anymore..."

then i follow up with 50+ apologies, explaining to him i am even more frustrated than him.

eventually we found couple other options to him and of cos we gave him a very very very good price, almost at cost.

i am not sure it's because he's been waiting for too long or he kinda expect this sh!t is going to happen. he was calm and did look for another pair with us.

problem solved.

but yes, it was embarrassing.

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05-26-2014, 08:34 PM	#16 (permalink)
jdsto Enthusiast Member Join Date: Feb 2014 Location: Toronto Posts: 250 Drives: Honda VFR800F 2015 Rep Power: 17	Galeforce is correct. There was no communication for over 10 weeks. And the attitude was just a little bit to Oh well when they found out the rims weren't coming. To be quite frank I suspect if I didn't call them I would still be waiting. Alcheng you left out the final part of your story. How did you handle the situation with the customer? I'm sure it was in a proactive manner and didn't have the customer walking away pissed off. I'm glad that people are satisfied with Tire23, maybe mine was an isolated issue. Hell maybe its just me. I went to them in the first place as I thought they had a good reputation.

05-27-2014, 12:45 AM	#17 (permalink)
alcheng A True Z Fanatic Join Date: Jun 2011 Location: Toronto Posts: 28,893 Drives: 2011 ZR PW w/Clutch Rep Power: 418352	it was a very very difficult moment. since at first we told the customer it will take no more than 3 weeks, then we keep pushing back the DOA, the customer was kinda getting annoyed cos we keep pushing it back. and the worst part was the supplier kept telling me the sunglasses will come thus i guarantee the customer he will get it but it's just a matter of time. eventually one day he came to the store again and i called the supplier in front of him, (which i had just called the supplier the day before) and the CS told me that model is completely discontinued. i heard that through the phone and look at the customer, who's standing right in front of me waiting me to tell him the new DOA. X n with an extreme disappointed face i told the customer "I just got a very very bad news from the supplier, all the sudden they told me this model is no longer available, i told them there's an order number and they told me the it's the factory decided not to make this anymore..." then i follow up with 50+ apologies, explaining to him i am even more frustrated than him. eventually we found couple other options to him and of cos we gave him a very very very good price, almost at cost. i am not sure it's because he's been waiting for too long or he kinda expect this sh!t is going to happen. he was calm and did look for another pair with us. problem solved. but yes, it was embarrassing.