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-   -   Thoughts on Customer Service Issue (http://www.ramforumz.com/showthread.php?t=115868)

shamu 06-26-2012 12:01 PM

Thoughts on Customer Service Issue
 
I ordered a set of Westin nerf bars through an online vendor.
They arrived in a timely fashion, neatly packaged in the factory Westin box with seals and straps intact, obviously never having been opened by any second party.
Open the box, unwrap the contents, and voila, 2 driver side bars,no passenger side.
This is the part where maybe my thinking goes off track.
Obviously, this is a factory quality control issue, not a vendor issue, so I contact Westin's customer service.I explain the issue, and am told, "you have to take that up with the place you bought them, it's their inventory."
Sooo, instead of them addressing their error, I have to wait for a shipping label from the vendor, ship the ones I have back to them, so they can ship them to Westin, so I can get a replacement set.
Does anyone else think Westin should have addressed this directly?

2011 ASSAULT 800 06-26-2012 01:35 PM

that deffinetly sucks! but the fact that westin allows this online vendor to be a "dealer" for them meens, yes you need to deal with the dealer you bought them from. When you buy a truck from a dealer and you have an issue you deal with the dealer not Ram or any other manufacturuer directly. Hopefully you can get this rectified

Bikenut 06-26-2012 02:03 PM

I think Westin should have handled it for you. They need to keep the vendor (the person that earns them their bread and butter) happy too! Them blowing you off on to the vendor is lazy imo

brad12kx 06-27-2012 12:11 AM

I can see both sides to this issue, and understand completely why they want you to deal with the vendor. Personally, I don't like it but do understand it.

As a business owner I deal with this very situation occasionally. For this reason I encourage my customers to consider purchasing items that are either very high end or regular stock items. Most of my suppliers that offer very high end product will take care of the end customer directly with me in the loop. The ones that don't are not very high on my recommendation list and I make that very clear to my customers when purchasing that product. On the other side, if someone purchases a regular stock item, I have the option to immediately supply them with a replacement out of my inventory to hopefully offset the inconvenience of the error/issue. This policy has served me well over the years, as over 90% of my customers are repeat customers and have been so for over a decade.

I know your situation is not one that you prepared yourself for when you ordered the steps, but....Stuff Happens. Give the vendor the chance to rectify this problem in a reasonable time and enjoy the steps when you get a correct set. If they do you well, remember that the next time you are buying something. Also remember how 'well' the manufacturer handled things and use that information to assist you in making your next purchase decision when they are a 'contender'. :)

Bikenut 06-27-2012 12:11 PM

Nice insight and advice Brad, I'll remember all that ;)

Excoastie 06-28-2012 08:15 AM

I find this strange... most things that I purchase have a little note included that say to contact the manufacturer directly, blah, blah, blah

I understand that stuff and mistakes happens, but this still turns me completely off to Westin... I always thought they were over priced anyway.

Hope that you get the issues corrected quickly

Exco

shamu 06-28-2012 11:48 AM

Thanks for the thoughts on this. Apparently Westin has changed their ways over time. 3 separate people I spoke to before I contacted anyone, all had glowing thing to say about them. All 3 said, " oh, just call them and they will probably just send the passenger side out and not even worry about the return." Kind of a let down when I DID call.

shamu 06-28-2012 11:54 AM

On a side note, truckxl has been outstanding in trying to rectify this for me.


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