Grapple Skidsteer Express won't stand behind their grapple!

[murphy1244]

Those of us who hunt for bargains cannot expect lickitysplit service and lowest price?

That was no bargain... That thing was over 1500.00 clams. Lets see what happens this week now thats its on here.

 

[dustinfox]

Guys I am not arguing that this example is a model of good business practice. SSE has screwed up. However it is a big leap from there to assuming that this is a willful or evil corporate strategy to ignore a legitimate warranty claim. Yes, two weeks to get acknowledgement is bad customer service. I've experienced that from multiple companies over the years where it was simply a breakdown in process or lack of process to insure good communication. Let's see what happens this week. It is after all a discount implement dealer. This is why big business only deals with other big business or premium priced companies with outstanding customer support. Those of us who hunt for bargains cannot expect lickitysplit service and lowest price.

I know what you are saying Island.... I'm not saying this is deliberate or willful. And I'm not even thinking in terms of how they resolve an issue. Maybe it is just me but I have a huge problem with any business that cannot get someone to pick up the phone and acknowledge that I called with a problem. Like I said, one day is acceptable. But a week is to long to leave a customer "hanging" and wondering what is going on. That sends a bad message.

 

[TitanSkidsteer]

Good morning guys,

I think this post was covered when we posted it a bit ago.

Good morning Tim and fellow tractor enthusiast. I dropped the ball here dealing with Tim. Even though I could explain myself, as stated here earlier there is no excuse. One thing is for sure, we stand behind our products and we are an honest operation that is committed to doing the right thing. We do get overwhelmed at times and we dont have the number of employees as "the big boys" but we are committed to our customers and products!

Of the small number of employees we do have, they are the hardest working bunch of folks you will ever run across. We are serious about providing a good piece of equipment at the best price. We are also committed to providing great service and acknowledge the room for improvement.

We are open weekdays so if anyone wants to drop by to kick the tires they are welcome.

Tim, you will hear from us this morning and as we stated, we will get the problem fixed for you.

Tractor community, our customer service will improve to meet your expectations. Our number 800-605-8241 is posted at www.palletforks.com and it will be posted at Skid Steer Attachments Pallet Forks Hay Spears Bobcat Cat John Deere Mount Plate before the day is over. (you may have to delete you web history to see the change).

I hope everyone has a great week!

Sincerely,
Bill

 

[IslandTractor]

Those of us who hunt for bargains cannot expect lickitysplit service and lowest price?

That was no bargain... That thing was over 1500.00 clams. Lets see what happens this week now thats its on here.

The same thing from WRLong is over $2000. I'd think that a $500 or 33% discount comes with some consequences.

 

[dustinfox]

Good morning Tim and fellow tractor enthusiast. I dropped the ball here dealing with Tim. Even though I could explain myself, as stated here earlier there is no excuse. One thing is for sure, we stand behind our products and we are an honest operation that is committed to doing the right thing. We do get overwhelmed at times and we dont have the number of employees as "the big boys" but we are committed to our customers and products!

Of the small number of employees we do have, they are the hardest working bunch of folks you will ever run across. We are serious about providing a good piece of equipment at the best price. We are also committed to providing great service and acknowledge the room for improvement.

We are open weekdays so if anyone wants to drop by to kick the tires they are welcome.

Tim, you will hear from us this morning and as we stated, we will get the problem fixed for you.

Tractor community, our customer service will improve to meet your expectations. Our number 800-605-8241 is posted at www.palletforks.com and it will be posted at Skid Steer Attachments Pallet Forks Hay Spears Bobcat Cat John Deere Mount Plate before the day is over. (you may have to delete you web history to see the change).

I hope everyone has a great week!

Sincerely,
Bill

Perhaps I overlooked it but I did not see your warantee policy on the web site. I was wondering if you could elaborate on that. For example, what happens if something is defective? Will you pay a local shop to make repairs? If it cannot be repaired, am I still responsible for return shipping?

Thanks

 

[dustinfox]

The same thing from WRLong is over $2000. I'd think that a $500 or 33% discount comes with some consequences.

Oh come on! You aren't serious are you? We should learn to accept poor service to get a good price?

 

[IslandTractor]

Oh come on! You aren't serious are you? We should learn to accept poor service to get a good price?

How do you think discount businesses work? Do they maintain exactly the same level of service as a full service corporation but simply choose to charge less? That's naive. Of course there are trade offs and bulletproof 24/7/365 corporate systems are one example.

 

[dustinfox]

How do you think discount businesses work? Do they maintain exactly the same level of service as a full service corporation but simply choose to charge less? That's naive. Of course there are trade offs and bulletproof 24/7/365 corporate systems are one example.

They work by cutting costs on convenience, asthetics, services, or other areas that do not impact the quality or usability of a product. I do not consider ignoring phone calls from a customer a valid or acceptable cost saving strategy under any circumstances. There is no savings in buying a product that fails from a company that does not want to hear from you when it does. I don't care how much of a discount you get, a business needs to stand behind their products and services.

 

[IslandTractor]

I do not consider ignoring phone calls from a customer a valid or acceptable cost saving strategy under any circumstances.

If you want MILSPEC standard systems with no possibility of misplacing a phone message or getting temporarily overloaded so something "falls off the plate" then you pay for that service. I don't associate bullet proof customer service with discount pricing except in rare situations where economy of scale makes it possible (eg Amazon). I'd expect super service from the Snap On dealer and would be royally pissed if he did not come by the next day to fix my problem but I am willing to tolerate whatever teenager tries to help when I am in Harbor Freight or Walmart. I don't even try to call places like HF or Walmart or other discount places.

SSE has acknowledged that they screwed the pooch on this and pledged to make it right. That is more important evidence of their commitment to customer service than the occasional dropped message. I don't see a long history of dissatisfied folks here on TBN complaining about them and to the contrary a number of their customers have piped up to reassure the OP that Bill would address it as promised today. Seems he is working on it.

 

[dustinfox]

If you want MILSPEC standard systems with no possibility of misplacing a phone message or getting temporarily overloaded so something "falls off the plate" then you pay for that service. I don't associate bullet proof customer service with discount pricing except in rare situations where economy of scale makes it possible (eg Amazon). I'd expect super service from the Snap On dealer and would be royally pissed if he did not come by the next day to fix my problem but I am willing to tolerate whatever teenager tries to help when I am in Harbor Freight or Walmart. I don't even try to call places like HF or Walmart or other discount places..

MILSPEC? Bullet proof service? Who said that? I think there is some "middle ground" somewhere between "bullet proof" and ignoring phone calls. Not returning phone calls for a week is not a casual error. It is egregious. Misplaced message? How do you "misplace" something that your business literally depends on for survival? And I think the OP called several times. Did they all get misplaced? This is basic, elementary rules for running a business. You don't ignore phone calls from a customer. It's like telling them you don't want to be bothered.

SSE has acknowledged that they screwed the pooch on this and pledged to make it right. That is more important evidence of their commitment to customer service than the occasional dropped message. I don't see a long history of dissatisfied folks here on TBN complaining about them and to the contrary a number of their customers have piped up to reassure the OP that Bill would address it as promised today. Seems he is working on it.

Yes he is and I'm not condemning him for screwing up. We all make mistakes (although it is hard to understand how a business can make such a serious one as that) and it seems like he wants to rectify it. I'm not even talking about him now... I'm just making a general point at this stage.

I guess we just have a different view of what to expect from a seller.