customer service/organization???

[nezw0001]

An interesting situation....

On March 12th, 2004 I called Marine Depot and asked to be put on the waiting list for a Tunze stream kit. No problem.

On March 15th, 2004 I called back to double check I was on the right waiting list. Had to make sure I was on the 6100 list not the 6000 list. I was on the right one, no problem.

On March 17th, 2004 I called again to add an extra pump to my order. The rep on the phone informed me that she had "no record of me either making an order or being on a waiting list". I figured there was some sort of mistake and asked her to check it out and call me back. She calls back a little later to confirm that she has no record of me. Nice! If I hadn't decieded to upgrade my order I would have been waiting till September to recieve my pumps. Either that or maybe I will get a bill anyways.

Morale of the story...Guess I take my $800 purchase somewhere else.

Jill Nezworski
Hector MN

 

[MarineDepot]

Hi Jill,

I was the person who spoke with you on the 15th. I just checked the list, and you certainly are on it. I apologize for the incorrect information that the rep gave you. It certainly is a serious matter and I will address it with her as soon as she reports to work in the morning.

We have been keeping an excel sheet of the Tunze Stream backorders since they were released. It is not entered into our normal accounting system, and I suspect this is where the error arose. We were unexpectedly short 2 customer service reps yesterday so we had some of the accounting staff assisting with customer service. She may not have been aware of the separate waiting list, but there is no excuse for her not to confirm the order (or lack thereof) with one of the Customer Service managers.

I will also contact you first thing in the morning to get the situation corrected if you are still interested in purchasing the pumps from us. I'm going to assume you don't want a phone call at this hour.

Sincerely,

Elvin Ng
Marine Depot

 

[rockster]

that's what i call service!