To the CM owners-

It's nice to see you here to back your company, that is a pretty important step. But- with all due respect as an outsider looking in and reading your replies, they came off a bit "snippy" and gives a guy like me pause, and I am about ready to pull the trigger for 4 bikes.

I consider myself the ultimate customer service/sales proponent and didn't find these 2 replies as shining examples of how you don't treat a customer regardless of circumstance. What has happened to customer service and client relations? Please take this free bit of consulting, for what it is worth:

1. Treat your customers as CLIENTS. If you don't know the difference, please study the definitions.
2. Be long suffering and slow to quip in anger- regardless of the degree of that anger.
3. NEVER display less then exemplary attitude, don't use sarcasm in any form or fashion, no matter what.
4. It is ok to sever ties with a client, but do so in humility, wipe your hands behind the scenes and move on respectfully.
5. ALWAYs, ALWAYS be aware that others (potential clients) are watching your actions. (I have money to spend, why should I keep your company in my favorites list when I buy?)

Just an observation, as I said earlier. Choose your words carefully and stop using exclamation points- especially multiples of them. Refrain also from all caps unless you are driving an important point home, and never in a forum such as this.

That's all you get for free. Your site instills some pride in company and country, makes a person feel safe. The advertising, though, failed the face to face litmus here. In all sincerity, I hope this is an isolated response to a confused and less than ecstatic customer and that your business remains successful despite it.

TS

 

Carrie, this is JoeAnn Davis, I am JayDee.
So yes I do have the right to complain. I have called you so many times, left messages, sent you emails requesting, demanding a Bill of sale. You havent answered the phone. You havent returned any emails.

The NEW title request form is on your new web site now, but the web site was just redone, in fact I have the email I sent you stating how I couldnt get in to the DEALER login, but the new site looked good, your husband had just changed it, it has been changed many times. I also have the text chat of when we first spoke on the old site in live chat help, where I asked you about the green sticker and you said yes.

I called and spoke to Angelic yesterday AGAIN about not receiving a Bill of Sale or a MCO and she sent you an email as she was talking to me. That was the 2nd email she sent you concerning the Bill of sale for the atv. Angelic <sp> works at the REDCAT headquarters in Arizona.

I also called you and left a message on your machine at the customer service number AGAIN yesterday still no answer back.
You state that all I have to do is email you with a problem, I have, I have the copys of my emails to you and you havent anwered them. The last one was on the 16th of may stating you had ordered the title. I havent heard a word since, except for the one your husband just sent this morning stating he read my thread here. Now I will reply to his thread as well.

JoeAnn Davis aka JayDee

 

We have sent your form out today via USPS. We are very busy right now and are doing our very best to respond. We added this to our site to help our customers and reduce phone calls. We suggest you use email as we always check and get back faster. Our phone lines are for contacting customers for information etc. As any online business works, using email is better ONLY becuase it creates a paper trail and offers better customer service. As for Carrie. She is an outstanding person to work with. She is in the middle of back problems and in and out of the office however live we stated. Email is better. Please contact us this way for now as you will receive a response much faster. Thank you.

 

CM, I just received the email you sent me, stating that all I had to do was go through the PROPER froms to request the MSO. As stated earlier, your web site has been changed, many times since I purchased the atv. I even sent a email stating that fact.

You stated in your email this morning that you are disappointed after reading my thread, I do so hope your disappointment is in the fact of your lack of customer service when handling problems.

I have sent so many emails, called and left so many messages including the one yesterday where I stated I would start legal proceedings if I did not have the Bill of sale in my hand by friday.

You state in your reply to my thread here on the forum that if I didnt get the Bill of sale which should of come with the atv I should have contacted you. What do you think Ive been doing?? Carrie even stated once on the phone to me when we first talked about the dealership to please unblock my phone so she would know it was me calling. I thought at the time she was just making sure she could speak to me if she was busy elsewhere. Now I am not so sure.

If any of this had worked, my emails, phone calls etc had been answered I can assure you I wouldnt be upset or going through all of this.

As for ebay, you are correct, I am not a dealer but did do my research due to the fact I spoke to Carrie about becomming a dealer through your website. They do not allow redcats on the site and you do sell the Kasumas.

Im sorry that this had to come to this for when I spoke to Carrie the very first time on the live chat help, I was so excited about getting the atv, becomming a dealer in our area.

As for the atv being damaged, please read again what I said, I know you do not deliver it, SAIA does, but it was shipped from the head quarters in Arizona, and went through many docks before reaching me. I should have stated clearly that it wasnt from you and for that I am sorry but yes I did ask for a new tire and still havent recieved it or the Bill of sale.

JayDee

 

67X -

First of all thank you for your insight. We understand there are unhappy customers at times and from what has been seen here it looks like the customer was pleased with the unit but the delay in paperwork was less than stellar. The term "one ahh crap kills 100 good boys" Is a perfect example. Here. Being proactive vs reactive is also a good business practice and have done so before this customer had an issue.. We do appreciate your feedback on this comment however this is why we have previously instituted the section on our website for automated mso generation. We work 15 hours a day to bring our customers the best customer service we can. As a team we have created a wonderful presence on the web and have really done nothing wrong to this customer but a delay in the paperwork. We understand you have money to spend and business is what we are here for. We provide just as a timely repsonse if not faster than anyone else out there. Thank you for your feedback and best of luck in your shipping adventures. - CM

Tip - When buying online - check back to your purchase site for changes and updates as they do occur with atttentive companies. We installed the automated mso system on 5/10. I believe her complaint began on 5/15. -CM

 

CM, I just thought of something you said about the VIN numbers, dont you get those when you order them from the company? Why wouldnt you already have the VIN number and if you say you didnt have them why did Carrie send me a email on the 16th of may stating she had ordered the title? You have to have the VIN number for the title dont you?


I just read your reply to my thread stating that you have sent out my FORM today. What form are you speaking of please? I hope it is a Bill of sale or something so I can go to the DMV and get this taken care of. If it is, thank you, but I will hold back my words until I have it in hand.

Cm, as for Carrie being a good person? Yes, I thought so as well, I enjoyed speaking to her when I first asked about the atvs and we chatted. She was the main reason my husband and I thought about the dealership. Being a good person doesnt help when the customer service isnt as you claim it is nor is being a good person helpful when you cant contact that good person.

You claim on ALL of your sites that your customer service is top notch , the best! I understand she may have back problems and it may keep her from working, but wouldnt that also include the Live Chat as well?

I must be just one of the few who doesnt see it.

JayDee

 

We do get vin numbers from them but guess what. They are not always correct. So we have that system there to double check to ensure the correct certificate is sent. It is this way to help you from having trouble with registration. As for us claiming about our customer service. 1st off we have you a discount off the unit or did you forget? Second we shipped the unit as fast as possible Third we do respond to emails. You may be used to shopping locally and calling the store you like but when there are so many people involved and this day in age automation is key. So as long as our customers understands that it runs much smoother. Yes we have a phone line for business. But the last time I will state this. We are automated. Just like ebay matter of fact. If a customer does not like this type of service. They have other options. Your Bill Of Sale has been sent to your email address. Enough with posting here. It will do no more good for anyone. -CM

 

CM, in response to your comment to another, stating that you implemented the new mso form on your site may 10 and my complaint began may 15th.

That I dont know for all I had was the book marked site on my computor, each time I went there the site was different, it was being updated and still is from the looks of it. When you update a site shouldnt you explain the new differences etc ?

I am not one normally to complain as you can see by my patience with this but I felt I had to.

My husband and I were interested in becomming dealers from your site, we decided that since we were buying the dpx 200 redcat we would take note of all details of this journey. We wanted to see excatly how things worked, how they were shipped, the shipping times, damages if any etc etc. That if all worked out the way it should have that we could also state to OUR custormers how well we had been treated and how well the company treated us as customers first.

We were going to use our own testimony as to how great the customer service was from CountyImports etc.

As you can see, now that wont be happening.

Im sorry if you felt I was complaining about Carrie as a person for not once did I ever feel that way or state that I felt that way to my knowledge. I complained about lack of customer service since I was a customer.

This is not about bashing another person on my part, I adored Carrie, she was delightful. It is and always will be the lack of customer service I have complained about.


JayDee

 

CM, Thank you for sending the copy of the invoice to my email as you just stated above.

I will take it to the DMV to see if it is good enough for them to register it. If not, I will await the MSO in the mail.

I am indeed sorry it has come to this and wish you both well.


JayDee

 

JayDee55 I totaly understand your frustration. Getting mine thru DMV was a nightmare. The mso/mco (manufacturer's certificate of origin ) is a must have.
As for countyimports , nice of you to blast one of your customers , I also like the excuses to complement the abuse. Your replys to her post speak volumes about your customer service.