Grapple Skidsteer Express won't stand behind their grapple!

[IslandTractor]

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.

I don't disagree but as I recall from his posts in another thread, there was some initial contact/communication on this matter between the OP and SSE, they just didn't get it right or made some general suggestion that didn't help. He then had trouble getting a more detailed response last week.

 

[dustinfox]

I don't disagree but as I recall from his posts in another thread, there was some initial contact/communication on this matter between the OP and SSE, they just didn't get it right or made some general suggestion that didn't help. He then had trouble getting a more detailed response last week.

Maybe... I'd have to go back and look. I could be wrong.

 

[nickel plate]

I don't disagree but as I recall from his posts in another thread, there was some initial contact/communication on this matter between the OP and SSE, they just didn't get it right or made some general suggestion that didn't help. He then had trouble getting a more detailed response last week.

Go to the OP's first posted thread in this attachment forum dated 5/02/2012 entitled "My grapple won't close!!!". The OP states that he sent several emails on different dates and received the same exact response, "Do you have access to a welder?". A fine example of a boiler plated type of approach with a hint of maybe you'll go away if we keep sending you this same response to each of your emails.

 

[IslandTractor]

Go to the OP's first posted thread in this attachment forum dated 5/02/2012 entitled "My grapple won't close!!!". The OP states that he sent several emails on different dates and received the same exact response, "Do you have access to a welder?". A fine example of a boiler plated type of approach with a hint of maybe you'll go away if we keep sending you this same response to each of your emails.

Yes, that is what I was referring to. They had contact but it was a wholly inadequate response. My point was that they had not utterly ignored the OP they just had not engaged properly to learn more about his problem or to offer a real solution. I'd categorize their initial response as "take two aspirin and call me in the morning".

 

[schweizer]

Come on guys. He's a small company, and sometimes things get backed up. I run a side-business and many times I can't get back to e-mail requests on the same day.

I'd like to give them a positive review here: I bought a thick (5/16") skidsteer mounting plate to fab up pallet forks for my Kioti DK45 from Skid Steer Express a few months ago. The price was *great* including shipping and the service was very prompt.

Sounds like the cheapest, easiest fix is the recommended welding. Bill is dealing w/ the OP directly now and lets hope it gets worked out.

 

[Lebneh]

My expectation from a small company is that I will have better customer service.
My expectation from a small company is that I will not be given the corporate run around ie: the same email response
My expectation from a small company is that my issue will be known to most of the employees.
My expectation from a small company is that they will not brush me off to the side for 2 weeks.
My expectation from a small company is that I will not have to post on a forum to "scare" them into responding.

This is a business. I expect them to do a professional job and at their price point I do Not expect any games. They aren't selling $2 chinese nicknacks.

Excuses about being busy are just that excuses.

JMO

 

[Groo]

Small companies can't afford to chase off potential customers with poor CS....or they become ex-companies.

Think they could afford a secretary for the number of sales this thread might cost them and professional answering the phone might get them?

If the OP has the tools, talent and motivation to replace major sections of this grapple with a welder while it is supposed to be covered by a guaranty, he would have had the tools, talent and motivation build it from raw materials for much less than $1500.

 

[JoelT]

Man, this is a rough crowd. I wonder how many are business owners. I've been a "small" dba business for 35+ years and have found dealing with other business owners less stressful than dealing with employee type non business owners. People that have never owned a business are far less patient with troubles. I'd rather wait for both sides of the story before an execution.

 

[Artisan]

I used to work in that building when it was Harts Mfg. I live about 10 miles from there.

There ya go! Send tankdriver a black watchmans beanie and a name
patch like "Guido" on a black hoodie and for his initiation he is to
"pay them a visit".

 

[Artisan]

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