Guess I'll jump on the band wagon now. I'm a retired Marine (men's Dept. of the
Navy) haha, couldn't help that Bob...anyway being old school this has been
instilled in me and I have instilled it into those I've trained;
1. The customer is always right.
2. There are no problems, only solutions.
3. Chevy Duty needs to develope a solution for this one, my gosh it's too easy
to do;
But then that requires someone take responsibility. It seems in this day and
age that my freinds is a 4 letter word.
Steve
St Peters, MO
51 3100
Bob KNOTTS <raknotts@qwest.net> wrote:
I promised myself I wouldn't say anything more on this subject. I lied.
lessons learned ;
1.Different people have different backgrounds and mechanical abilities.
2. Nothing is perfect.
3. It is a real pain to start a job, only to read in step 20 that you need
to go buy 25 or 50 cents worth of hardware. If this is REALLY necessary,
make this a BOLD TYPE notice in the beginning of the instructions. ( I know
you suggest we read all the way thru the suggestions first-that's for
wimps!!!)
4. ANY of us may at some time or another need a little hand holding.
5. If someone, especially a customer, believes there is a problem, THERE IS
A PROBLEM!
6. I think it's time to quit worrying abt whether the diagrams are clear or
not; the BIG issue is that a customer has a problem; FIX the problem, then
take a hard look at the kit and instructions at your leisure. Again, as
someone else and I both suggested, find a non-mechanically inclined person,
or better yet, two, to try to install the product. Too bad my late wife
isn't around- she couldn't/wouldn't even gas up a car. (Not in her job
description!!!). I'd like to see the guilt issue discarded. (see item 2) In
my military (20 years navy) and civil service (USAF, Corps of Engineers,
Bureau of Reclamation, state of AZ.) , one thing that always seemed to be a
big problem was "Whose fault is it?" Who cares??!! Let's do the important
thing-fix the problem for the future. Bob K in PHX, AZ.
----- Original Message -----
From: "Bobby D Keeland"
To:
Sent: Thursday, July 03, 2003 6:40 AM
Subject: Re: [oletrucks] Problem with Chevy Duty
> I agree 100% with what Steve said below. If Robert Mata was more
> interested in customer service this would never have been a problem, even
> if a couple of screws were missing. Robert did not call anyone stupid, but
> his message to the listserv was rather heavy handed in my opinion (and I
> sent a message directly to him saying so).
>
> To anyone who is really tired of this thread, the delete key is generally
> very easy to find.
>
> BobK
> 51 3600 5-window (in pieces)
> Arnaudville, LA
>
>
>
>
> "Steve Hanberg"
> To: "JOE GARCIA"
> Sent by: cc:
> owner-oletrucks@aut Subject: Re: [oletrucks]
Problem with Chevy Duty
> ox.team.net
>
>
> 07/02/03 11:26 PM
> Please respond to
> "Steve Hanberg"
>
>
>
>
>
>
> He hasn't called anyone stupid, and I haven't seen the instructions for
the
> antenna, so I don't have a feel for what they are like. He also hasn't
> been
> very helpful. He has asserted that the instructions are clear and that
the
> kit is compete.
>
> Those of us buying stuff for our told trucks have different levels of
> experience and expertise, and it doesn't surprise me that a guy in the
> business has no trouble with following instructions that may not be clear
> to
> someone who is just getting started working on their own truck.
>
> I worked as a mechanic for a time more than 20 years ago, and now make my
> living explaining difficult concepts to laymen (I use data mining to help
> clients interpret direct marketing results). I like to think I know a
> little about cars, and are at least average intelligent. But when I
bought
> ChevyDuty's disk brake conversion kit last year, I found the instructions
> lacked some details that would have been very helpful. I also ended up
> having to buy a bag of hardware. I made it work, but sure wasn't
> impressed.
>
> I have noticed that Classic Performance Parts has the instructions for
some
> of their products on their web site. It sure makes it easier to determine
> what additional tools or parts you might need, and to have a sense of how
> much time something might take. In looking at their online instruction
> sheets I discovered one of them appeared to be identical to the one that
> came with another product I'd purchased from ChevyDuty. It would have
been
> much cheaper at CPP too. Neither of them gave enough info to solve the
> problems I had installing that piece.
>
> I think ChevyDuty has a problem, and that they are somewhat out of touch
> with the expectations of at least some of their customers. I've been
> disappointed several times and have felt like customer service was more
> interested in telling me why the specific problem wasn't their fault than
> in addressing the root issues.
>
> I haven't decided to quit buying from them, but my last few purchases have
> been from other vendors. I've found that both Patrick's and Bowtie Bits
> answer questions and really try to help. Aside from them I've not been
> impressed by anyone.
>
> If Mata's responses could show more effort to assist the customer than
> defense of the product and service I'd be more impressed.
>
> I don't have any clients in this particular field but I can tell you from
> my
> experience in other industries that those companies that care about
meeting
> expectations of their customer get more and larger sales than those that
> don't.
>
> I hadn't bought from anyone else until I decided ChevyDuty didn't value me
> as a customer.
>
> Are they terrible? No, not really, but they don't seem terribly
interested
> in hearing Karen's issue, or in trying to help her.
>
> ----- Original Message -----
> From: "JOE GARCIA"
> To: "Rick Kellum"
> Cc:
> Sent: Wednesday, July 02, 2003 7:20 PM
> Subject: Re: [oletrucks] Problem with Chevy Duty
>
>
> I don't see him "Robert Mata of Chevy Duty" trying to make anyone sound
> stupid. I've been reading all the post and really don't know what more
> the guy can do or say ......aside from sending someone down to install
> the part.
>
>
>
>
>
> ----- Original Message -----
> From: Rick Kellum
> Date: Wednesday, July 2, 2003 7:03 pm
> Subject: Re: [oletrucks] Problem with Chevy Duty
>
> > You see here it is again' just to paraphrase "you must be stupid
> > if you
> > can't understand these instructions" man, after this second time
> > of this guy
> > saying this I wouldn't buy anything from them!
> > Rick
> > ----- Original Message -----
> > From: "Robert Mata"
> > To: "Bob KNOTTS" ; "Donald Simmons"
> > ;
> > Sent: Wednesday, July 02, 2003 9:06 AM
> > Subject: Re: [oletrucks] Problem with Chevy Duty
> >
> >
> > > Again, the instructions are easy to read and they even include a
> > diagramthat
> > > shows the exploded view of the assembly of the antenna. It's
> > actuallyvery
> > > simple and only took me about two minutes to put it together and
> > I had
> > never
> > > done one before.
> > >
> > > Thank you,
> > >
> > > Robert
> > > Chevy Duty, Inc.
> > >
> > >
> > > ----- Original Message -----
> > > From: Bob KNOTTS
> > > To: Donald Simmons ; oletrucks@autox.team.net
> > > Sent: Wednesday, July 02, 2003 8:30 AM
> > > Subject: Re: [oletrucks] Problem with Chevy Duty
> > >
> > >
> > > In the military, we had a saying "One AWE S--T cancels 1000 atta
> > boys".Goes
> > > along with "The bad is remembered forever, the good is fleeting
> > ". Pretty
> > > well true in civilian life too. A vendor may think their
> > instructionsheets
> > > are fine; but the test is rather us "unskilled mechanics" (read
> > customers)> can understand them. If a customer is confused, then
> > it's the vendors' job
> > > to help by any means available. Don't tell us there's no
> > problem! I think
> > > the acid test would be to take a person out of shipping or
> > admin and see
> > if
> > > they can understand the instructions that come with a product
> > and can
> > > install it with no technical help. Bob K in PHX, AZ.
> > >
> > >
> > > ----- Original Message -----
> > > From: "Donald Simmons"
> > > To:
> > > Sent: Tuesday, July 01, 2003 9:31 PM
> > > Subject: Re: [oletrucks] Problem with Chevy Duty
> > >
> > >
> > > > Its too bad vendors don't realize the negative effect one
> > little problem
> > > can
> > > > have on their reputation. Chevy Duty has been one of the
> > better vendors
> > I
> > > > have used over the years and you may want to give them another
> > chance.> >
> > > > Don Simmons
> > > >
> > > >
> > > > ----- Original Message -----
> > > > From: "Carl & Becky Ham"
> > > > To: ; > > truck@yahoogroups.com>;> >
> > > > Sent: Tuesday, July 01, 2003 7:15 PM
> > > > Subject: Re: [oletrucks] Problem with Chevy Duty
> > > >
> > > >
> > > > > Karen:
> > > > > I just checked a spreadsheet I keep on expenses for my '56
> > and over
> > the
> > > > last
> > > > > 3 years I've spent over $1,400.00 with Chevy Duty on items
> > costing as
> > > much
> > > > > as several hundred down to $1-2. In all my orders I've had
> > very good
> > > luck
> > > > > with this company and while I understand your frustration, I
> > would> > continue
> > > > > talking or emailing them to keep a dialog open so your
> > concerns get
> > > > > addressed. I would rank this vendor as one of my favorites
> > (and I've
> > > > tried
> > > > > many in the last few years) for price, delivery and customer
> > support.> > >
> > > > > You have as much right as any other list member to voice
> > your opinion
> > > and
> > > > > should continue to do so. I'm hoping someone monitoring the
> > list from
> > > > this
> > > > > vendor will contact you and offer to 'make-it-right'. Don't
> > be shy,
> > and
> > > > > likewise don't be offended if someone decides to respond
> > negitively to
> > > > your
> > > > > comments. That's the price we pay for unrestricted internet
> > accessand
> > > > the
> > > > > ability to voice our opinions.
> > > > >
> > > > > Hoping you have good experiences all around as you work on
> > your truck.
> > > > >
> > > > > Carl Ham
> > > > > '56 Chevy TF Stepside
> > > > > Pontiac, IL
> > > > >
> > > > >
> > > > > >From: Duff Karen ES-19 103 FW/EM
> > > > > >Reply-To: Duff Karen ES-19 103 FW/EM
> > > > > >To: "Oldchevytrucks (E-mail)"
> > ,
> > > > > >"oletrucks (E-mail)"
> > > > > >Subject: [oletrucks] Problem with Chevy Duty
> > > > > >Date: Tue, 1 Jul 2003 12:36:05 -0000
> > > > > >
> > > > > >Since I didn't receive the response I thought I should
> > have, I
> > thought
> > > I
> > > > > >would share my experience with all of you. Let me first
> > say, that I
> > am
> > > a
> > > > > >newbie, we all know that, so if you feel that this is
> > acceptable,well
> > > > then
> > > > > >you let me know...maybe I shouldn't expect so much from
> > this vendor.
> > > > > >
> > > > > >Ordered a new antenna for my 53 chevy...it arrived about a week
> > > > > >later...cost
> > > > > >49.95... Of course I wanted to install it right away (no
> > > > patience)...after
> > > > > >reading the directions several times and looking through
> > the parts, I
> > > > > >realized there were some parts missing and then there were some
> > > included
> > > > > >that I didn't see a place for...Long story short, I called the
> > company,
> > > > and
> > > > > >they said I did receive the right package of hardware...and
> > could not
> > > > > >explain what the extra unknown stuff was for, or why the
> > necessary> > hardware
> > > > > >was not included...and proceeded to say nicely go to the
> > hardwarestore
> > > > and
> > > > > >pick up the rest. End of story...for now..
> > > > > >
> > > > > >so I also sent them an email...just as a friendly reminder
> > of the
> > issue
> > > > > >asking them to really take the time and look into it and
> > correct this
> > > > > >problem, because there is nothing like waiting for a part
> > and then
> > not
> > > > > >being
> > > > > >able to install it when it arrives because there were parts
> > missing.> > > >
> > > > > >I got a response from the same person I had on the phone
> > saying, let
> > me
> > > > > >quote "I'm the one that you talked to on the phone the
> > other day, but
> > > > > >thanks
> > > > > >for reminding me. I'm sorry that you had such a bad
> > experience with
> > > this
> > > > > >part. Most all of our products that we sell are nice
> > products, and
> > are
> > > > > >cheaper than anybody else. Sometimes when you buy from
> > manufacturers> > things
> > > > > >after 10 to 20 years , something might slide by without being
> > noticed,
> > > > such
> > > > > >as this part. We will try to do better in the future. Again
> > we are
> > > sorry
> > > > > >that you had such a bad experience with this part,and I
> > hope you can
> > > feel
> > > > > >that you can do business with us in the future." end quote.
> > > > > >Maybe I"m old fashioned at my young age, but I would have
> > liked to
> > have
> > > > > >heard them say...we're fixing the problem and this won't
> > happen again
> > > in
> > > > > >the
> > > > > >future.....not, most of our products are nice and
> > cheaper... I did
> > > send
> > > > a
> > > > > >response asking them if they were going to fix this problem
> > or if
> > they
> > > > were
> > > > > >going to continue shipping this product as is... Of
> > course, no
> > > > response...
> > > > > >Maybe you don't agree with me...that's fine, but if you get
> > anything> out
> > > > of
> > > > > >this long message, it should be, that you shouldn't order your
> > antenna
> > > > from
> > > > > >Chevy Duty. I know that I'm willing to spend a little extra
> > money if
> > it
> > > > > >means good service and good products...so price isn't
> > always the
> > > biggest
> > > > > >factor!
> > > > > >
> > > > > >Karen Duff
> > > > > >53 3100
> > > > > >oletrucks is devoted to Chevy and GM trucks built between
> > 1941 and
> > 1959
> > > > >
> > > > >
> > _________________________________________________________________>
> > > > Add photos to your e-mail with MSN 8. Get 2 months FREE*.
> > > > > oletrucks is devoted to Chevy and GM trucks built between
> > 1941 and
> > 1959
> > > > oletrucks is devoted to Chevy and GM trucks built between 1941
> > and 1959
> > > oletrucks is devoted to Chevy and GM trucks built between 1941
> > and 1959
> > > oletrucks is devoted to Chevy and GM trucks built between 1941
> > and 1959
> > oletrucks is devoted to Chevy and GM trucks built between 1941 and
> > 1959
> oletrucks is devoted to Chevy and GM trucks built between 1941 and 1959
> oletrucks is devoted to Chevy and GM trucks built between 1941 and 1959
> oletrucks is devoted to Chevy and GM trucks built between 1941 and 1959
oletrucks is devoted to Chevy and GM trucks built between 1941 and 1959
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