Done with Revzilla!

[GoldOxide_imp]

Ok, I have resolution.

The package showed up on Wednesday, and I had fired off my "strongly worded email". Last night, I received an email with "We have received your comments, due to high volumes... get back with you soon."

I received an email from a customer service manager earlier this afternoon, requesting pictures of the order. I sent the pictures I posted here. I'm a "you get more flies with honey" person, so I was nice, but listed that:
-It took multiple calls and emails to get someone to get replacements ordered for the original damaged parts
-I was promised an account credit for the hassle which wasn't given
-I was assured that the replacement parts would be carefully packed
-The replacement parts arrived with worse packaging than the original order

The response was 'would you like a refund or another replacement?' I said that I didn't want to wait any longer to get my bike back on the road, I'll use the parts even if they're not perfect, I didn't need a refund, I just hoped that my experience could help them give better service to customers in the future. I understand that they're probably understaffed and overworked, but a promise to a customer should be kept, and they really need to do a better job of packaging parts.

Their response was to fully refund the original order that I placed back in May with an email saying that they take their customers' input seriously. Very generous on their part. In total retail dollars, that means that they ate the price of the original order and the replacement order, which totals around $200. Their cost is obviously whatever dealer is for OEM Honda. I'm sure it's a proverbial drop in the bucket for a large corporation.

Will I continue to use them? Definitely not for anything that is a motorcycle appearance item or something that could easily be damaged due to improper packaging. But, for simple, straight-forward items or gear, sure, if they have the right price. A jacket that's packaged in a plastic bag can survive a ripped box better than a painted metal part.

I feel that energy from here Gone.



I guess a bitter sweet ending. People are in pain. You did consider some compassion. That is good on you.

[Gone in 60]

Thanks GO. It was one of those situations where I tried to step back and see the situation from the side of the guy who has the job of answering angry emails all day.

I don’t do that nearly as often as I should.