GhostLighter
Member
Hello, everyone. I know I'm fairly new to this forum, but I'm in need of some advice and/or perspective on a customer service issue that I'm in the middle of. I'm going to keep the company's name out of this, because I'm not here to sling mud. I'm really just wanting to see if my anger and frustration is justified or if I'm overreacting.
In the middle of February, I sent one of my moving lights to the manufacturer's service center for repair. The company said that they needed to retrofit a part into the fixture and that they would cover the repair/return shipping costs. Awesome, right? Well...The repairs took a bit longer than I had hoped, but was told on March 5th, by one of their service managers, that the repairs were completed and that the fixture would ship out on March 6th or March 9th. He also said that I would receive tracking info once it was shipped. After a week of waiting for the tracking info (or the fixture), I called the service manager and left a message. After another week of waiting, I tried calling again. Had to leave another message. Waited another 4 or so days and tried again. Yet another message. I called their main office, in hopes that maybe they could get an answer out of their service center. After they tried to make contact with their service center, I was informed that I should be receiving a phone call or an email from the service center in the next day or two. And yet, no call and no email. It's now April, and after leaving more messages today, I still haven't heard from the manager at the service center or the main office concerning where my fixture is and will it will be shipped out to me.
Am I crazy for being unbelievably frustrated? Should I be more patient? I realize that they are one of the bigger companies in our industry and that I am not their only customer, but I've never experienced such terrible customer service. Unfortunately, this is not the first frustrating experience I've had with this company. I've had multiple issues with them, mainly when I try to get parts. The last time I needed parts (2 DMX Drivers, $10/each, which were in stock), I ordered them over the phone and asked for them to be sent overnight. Three weeks and multiple "we don't know why it hasn't been shipped out" phone calls later, I finally got them. However, they did cover the cost of the parts, so I guess that's a plus.
I apologize for the lengthy post and offer my thanks in advance for any and all advice or insight.
In the middle of February, I sent one of my moving lights to the manufacturer's service center for repair. The company said that they needed to retrofit a part into the fixture and that they would cover the repair/return shipping costs. Awesome, right? Well...The repairs took a bit longer than I had hoped, but was told on March 5th, by one of their service managers, that the repairs were completed and that the fixture would ship out on March 6th or March 9th. He also said that I would receive tracking info once it was shipped. After a week of waiting for the tracking info (or the fixture), I called the service manager and left a message. After another week of waiting, I tried calling again. Had to leave another message. Waited another 4 or so days and tried again. Yet another message. I called their main office, in hopes that maybe they could get an answer out of their service center. After they tried to make contact with their service center, I was informed that I should be receiving a phone call or an email from the service center in the next day or two. And yet, no call and no email. It's now April, and after leaving more messages today, I still haven't heard from the manager at the service center or the main office concerning where my fixture is and will it will be shipped out to me.
Am I crazy for being unbelievably frustrated? Should I be more patient? I realize that they are one of the bigger companies in our industry and that I am not their only customer, but I've never experienced such terrible customer service. Unfortunately, this is not the first frustrating experience I've had with this company. I've had multiple issues with them, mainly when I try to get parts. The last time I needed parts (2 DMX Drivers, $10/each, which were in stock), I ordered them over the phone and asked for them to be sent overnight. Three weeks and multiple "we don't know why it hasn't been shipped out" phone calls later, I finally got them. However, they did cover the cost of the parts, so I guess that's a plus.
I apologize for the lengthy post and offer my thanks in advance for any and all advice or insight.