Good Customer Service

Rebbasser · 02-08-06, 08:30 PM

Although it took a while, this is good customer service:

Back in December I ordered a Falcon Low Rider spinning rod to use for shakey head worms from a company called Blackhawk Custom Outfitters. It is a MH spinning rod which are not all that common. Anyway, I waited a couple of weeks and when no rod arrived I contacted Blackhawk via email and they responded that the rod was on backorder and was scheduled to be shipped directly from Falcon that day. Well, a couple more weeks passed and still no rod. I contacted Blackhawk via email, and they were both surprised and apologetic that I still had not received the rod and would check into it and keep me posted. Day before yesterday I had a message on my answering machine from a guy at Falcon who said the rod I had ordered was still backordered and that if it was OK with me they would upgrade it to a Cara, which is the top of the line, at no additional cost. Needless to say that was fine with me. I get home from work today and there is a long cardboard tube on the front porch. Sure enough, it is a 6-6 MH Cara spinning rod. Like I said, it may have taken a while, but both Blackhawk Custom Outfitters and Falcon stepped up and did right by me. It is nice to know there are still some companies that care about their customers and will take care of them.

JB · 02-08-06, 08:33 PM

Reb,
Good to hear! Its always nice to have some service behind the product and gives the workin' man a pat on the back.

Marty · 02-08-06, 08:38 PM

Outstanding!!!

lizardsrule · 02-08-06, 08:55 PM

Reb I'm glad you are happy, and appreciate the post. However I must say that IMO that wasn't good customer service. Good customer service would've been emailing you before you had to email them on 2 seperate occasions to get info on the rod you ordered. They waited till you were emailing them, before taking steps to stay on top of this. Why wouldn't they have simply emailed you that it was delayed instead of waiting to hear from you. I understand they upgraded the rod, and am happy they did, but they dropped the ball in the first place. This is just my opinion, and not intended to take away from your satisfaction in anyway. I know I'm not a computer guy, but I guarantee you that they have programs they can put in place that automatically send out emails on the items that are backordered. Or just have a daily log of items ordered and not shipped yet pop up everyday.

Lizards

Fish2win · 02-08-06, 09:23 PM

If Reb originally order the rod by computor yopu are exactly correct lizards. They can have an auto responder that would pick up the order and reply. You also have a good point about them contacting him first.I know that when ever I order from BPS via the internet or from Moss Motors they will reply the same day and if there is any backordered items I know in less than 24 hours. If they had not heard from him they most likely would not have upgraded the rod. Having said that the upgrade was a nice gesture on thier part. Fish2win

lovinfishin9 · 02-09-06, 08:12 PM

I have a 6'6" medium heavy spinning rod, its not the one i planned on getting when i ordered from emerald rods, but i felt how light and sensitive it was and decided to keep it and buy ht one i originally wanted too.

PowerBass · 02-09-06, 08:32 PM

Sounds great reb! Congrats on the new rod!

crankybait · 02-12-06, 12:56 PM

lovin is it really that greaT? god i wish he sent you the heavy... i was going to get the MH

lovinfishin9 · 02-12-06, 01:42 PM

lol yeah its great, were not sure if it was me or him that made the mistake. It mightve been me. Have you heard from him if theyre gonna make more MHs?

crankybait · 02-12-06, 03:58 PM

emailed him yesterday, still waiting

crankybait · 02-12-06, 04:02 PM

ooh... just got the email. he is in dispute witht he factory over costs and stuff. its not likely theyll be gettin more... damn that sucks. welli i guess ill go with a sirrus

02-08-06, 08:30 PM	#1
Rebbasser BassFishin.Com Premier Elite Join Date: Jun 2003 Location: San Antonio, TX Posts: 10,141	Good Customer Service Although it took a while, this is good customer service: Back in December I ordered a Falcon Low Rider spinning rod to use for shakey head worms from a company called Blackhawk Custom Outfitters. It is a MH spinning rod which are not all that common. Anyway, I waited a couple of weeks and when no rod arrived I contacted Blackhawk via email and they responded that the rod was on backorder and was scheduled to be shipped directly from Falcon that day. Well, a couple more weeks passed and still no rod. I contacted Blackhawk via email, and they were both surprised and apologetic that I still had not received the rod and would check into it and keep me posted. Day before yesterday I had a message on my answering machine from a guy at Falcon who said the rod I had ordered was still backordered and that if it was OK with me they would upgrade it to a Cara, which is the top of the line, at no additional cost. Needless to say that was fine with me. I get home from work today and there is a long cardboard tube on the front porch. Sure enough, it is a 6-6 MH Cara spinning rod. Like I said, it may have taken a while, but both Blackhawk Custom Outfitters and Falcon stepped up and did right by me. It is nice to know there are still some companies that care about their customers and will take care of them. __________________ It's happened to the best of them: John 21:3

02-08-06, 08:38 PM	#3
Marty BassFishin.Com Super Veteran Join Date: Feb 2004 Location: Rochester, NY Posts: 1,580	Outstanding!!! __________________ Meeting expenses is easy...they're EVERYWHERE The difference between genius and stupidity is that genius has its limits Rochester, NY

02-08-06, 08:55 PM	#4
lizardsrule BassFishin.Com Premier Elite Join Date: Sep 2003 Location: Saint Augustine, FL Posts: 7,374	Reb I'm glad you are happy, and appreciate the post. However I must say that IMO that wasn't good customer service. Good customer service would've been emailing you before you had to email them on 2 seperate occasions to get info on the rod you ordered. They waited till you were emailing them, before taking steps to stay on top of this. Why wouldn't they have simply emailed you that it was delayed instead of waiting to hear from you. I understand they upgraded the rod, and am happy they did, but they dropped the ball in the first place. This is just my opinion, and not intended to take away from your satisfaction in anyway. I know I'm not a computer guy, but I guarantee you that they have programs they can put in place that automatically send out emails on the items that are backordered. Or just have a daily log of items ordered and not shipped yet pop up everyday. Lizards __________________ There are three types of Snakes I hate 1. Live Snakes 2. Dead Snakes 3. Sticks that look like Snakes. And Gators too!

02-08-06, 09:23 PM	#5
Fish2win BassFishin.Com Active Member Join Date: May 2005 Location: Norris Tennessee Posts: 469	If Reb originally order the rod by computor yopu are exactly correct lizards. They can have an auto responder that would pick up the order and reply. You also have a good point about them contacting him first.I know that when ever I order from BPS via the internet or from Moss Motors they will reply the same day and if there is any backordered items I know in less than 24 hours. If they had not heard from him they most likely would not have upgraded the rod. Having said that the upgrade was a nice gesture on thier part. Fish2win __________________ Norris Tennessee set the hook! They dont have hands.

02-09-06, 08:12 PM	#6
lovinfishin9 BassFishin.Com Veteran Member Join Date: Nov 2005 Location: Middletown, VA Posts: 566	I have a 6'6" medium heavy spinning rod, its not the one i planned on getting when i ordered from emerald rods, but i felt how light and sensitive it was and decided to keep it and buy ht one i originally wanted too. __________________ Take your caviar and that fish that ain't cooked, take if off a cracker and throw it on a hook. :D :)

02-08-06, 08:33 PM	#2
JB BassFishin.Com Premier Elite Join Date: Mar 2005 Posts: 8,655	Reb, Good to hear! Its always nice to have some service behind the product and gives the workin' man a pat on the back.

02-09-06, 08:32 PM	#7
PowerBass BassFishin.Com Super Veteran Join Date: Aug 2004 Location: New Jersey Posts: 2,638	Sounds great reb! Congrats on the new rod! __________________ fivealivebassmasters.com

02-12-06, 12:56 PM	#8
crankybait BassFishin.Com Super Veteran Join Date: Dec 2005 Location: marlboro, nj Posts: 3,250	lovin is it really that greaT? god i wish he sent you the heavy... i was going to get the MH

02-12-06, 01:42 PM	#9
lovinfishin9 BassFishin.Com Veteran Member Join Date: Nov 2005 Location: Middletown, VA Posts: 566	lol yeah its great, were not sure if it was me or him that made the mistake. It mightve been me. Have you heard from him if theyre gonna make more MHs? __________________ Take your caviar and that fish that ain't cooked, take if off a cracker and throw it on a hook. :D :)

02-12-06, 03:58 PM	#10
crankybait BassFishin.Com Super Veteran Join Date: Dec 2005 Location: marlboro, nj Posts: 3,250	emailed him yesterday, still waiting

02-12-06, 04:02 PM	#11
crankybait BassFishin.Com Super Veteran Join Date: Dec 2005 Location: marlboro, nj Posts: 3,250	ooh... just got the email. he is in dispute witht he factory over costs and stuff. its not likely theyll be gettin more... damn that sucks. welli i guess ill go with a sirrus

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