Re: Frustrated with wait time on USO!!
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: SCC-ELMT</div><div class="ubbcode-body"><div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: konabully</div><div class="ubbcode-body"><div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: SCC-ELMT</div><div class="ubbcode-body"><span style="font-weight: bold">Switch is right!</span> Waiting time is nothing new in this industry. 6 months? No big deal. That's how things are around here. You gotta learn to deal with the unexpected shit.
<span style="font-weight: bold">But Switch is also over looking the issue completely.</span>
How come USO didn't say that in the first place? And why didn't they man up to their problem when they first happened? They left their customers hanging, or am I wrong about that? I mean, I can get away with a lot of delays, but if I don't tell my "boss" or my customers about these delays, then I get hung out to dry.
If I promise to have your car fixed for the weekend and when you show up on Friday and find the car is in pieces and isn't fixed, that's a problem, right? I then tell you next Friday and although your weekend plans this week are screwed, you just push everything off to next weekend. Ok, so you show up next Friday ready for your big weekend and you find your car in pieces and still not fixed. Like it or not, your weekend is once again screwed and you're told to "please be patient". All those special parts are required by the military.
But once again I promise for sure that the car will absolutely be ready the next Friday and the same thing happens again! No car and your weekend plans are screwed!
And all this time me the mechanic is waiting on a critical part that is nowhere to be found. All cars needing this repair part are delayed until the next batch of parts is made. As a mechanic, the problem is beyond my control, isn't it?
Yes, but why am I promising something I can't deliver? Why am I not informing my customers of the situation so they can make plans accordingly?
"If I knew of this delay I would have taken my business elsewhere."
Exactly!
There are other scopes on the market that could have been bought and already been in use if this delay was known. It's very selfserving of USO to delay delivery without being upfront with the customer to begin with. And not offering the customer the opportunity to take their business elsewhere is inexcuseable.
If your precious free time is of no importance, then having your plans upended is no big deal. But for the rest of us mere mortals who actually work for a living, free time is a very big deal!
This isn't about being delayed in getting their US Optics scope, <span style="font-weight: bold">it's about not sticking to your word and not letting your customers know that they need to change their plans.</span>
That's common courtesy. And in business, courtesy lets your customers know that their business is valued for more than just their money. And for all you know-it-all types that haven't been in business for yourself, treating customers like your personal ATM machine will get you out of business real fast.
That's business sense 101. But you knew that already, didn't you?
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WTF?!
Really now.
How much time will this so-called "courtesy" that you describe will cut into their productivity and cause even further delays? Sounds productive to me...not. You could always call or send an e-mail to find out these things, they answer their phones and respond to e-mails you know. No sense in stopping everything to create a press release to the world that there will be a slight delay, c'mon now. John came out and explained it here and is doing what most people would expect: He fixed the cause of the problem and got right back to work catching up on building scopes. John is one of the most hard working and dedicated guys I've ever met and he would bend over backwards to help someone out, a real gentleman. He is there long after his employees have gone home. What more do you want?
To preach customer service to US Optics is asinine at best. That is what they are known for as well as building excellent optics. I don't think their reputation is at all tarnished because of this mishap. Yes, there may be a cult-like following that'll stand ready to back them up and argue back...because there is a reason...excellent customer service time and time again. Shit happens, get over it and move on. Personally, I think they had a great turn-around after the mishap(and that was a BIG "oh shit" when your cleanroom is compromised like that).
BTW, have you found a job yet? US Optics was hiring but I think you just blew the interview. </div></div>
wow, you're a smart one, aren't you Konabully? Geez, me and 8.1 million other Americans have be laid off but I guess we're all "lazy bums", right? Just living high on the hog off those unemployment checks, right? Actually, those funds dried up and those checks stopped coming and geez, I'm selling everything I own to pay rent and put food on the table. And yes, 1 cup of rice and 3 cups of water really will feed a person for an entire day. But you're so smart "knowing" that anyone without a job is obviously some lazy bum. Yeah, a lot of brain power you've got there Konabully!
but back on topic,
When someone pays me $3,000 <span style="font-weight: bold">in advance</span> for a scope and something goes wrong, you bet your ass I would send out an email to each buyer saying that "shit has hit the fan" and their scope was delayed. And how long does it take to refund a client's money?
For any company that has their shit together <span style="font-weight: bold">it takes a few key strokes and a computer generated check gets automatically enveloped and posted in the mail <span style="text-decoration: underline">that business day!</span></span> Does accomplishing that feat take a huge I.T. or accounting department? No, it takes buying the hardware and software from CDW and having them set up and warrenty the system. At $3,000 a scope, yes, I would FIND A WAY to make that happen!
Damn, to busy to send out an email to <span style="font-weight: bold">prepaid buyers of $3,000 scopes</span> telling them what had happened and what options were available? That's not "preaching customer service", that's plain decency! Not recognizing what is plain decency and what are piss poor excuses for bad customer service is whats truly "asinine" in this situation.
And what does "building excellent scopes" have to do with automatically having good customer service? Not a damn thing! Believe it or not, it really is possible for a company to develop a very good product line and yet have shit for customer service.
And no, John did not just "come out here and explain the problem". John was put on the spot from the first posting and then had to speak publically and defend his reasons for his <span style="text-decoration: underline">lack</span> of customer service and forced to explain himself.
"We're to busy" is total bullshit! "Becky is to busy" is even worse! If your company gets caught up in days, weeks or months in delays do you really believe its "the secretary's fault" for being to busy to notify everyone?
What happened to the Owner stepping up to the plate and sending those emails, or making those phone calls himself? Is the Owner to "good" to speak with his customers?
And to be clear there Konabully, the problem is really NOT solved.
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: JBW#3</div><div class="ubbcode-body">The reticles were ordered and <span style="font-weight: bold"><span style="text-decoration: underline">we expect to have them in hand within the next couple of weeks.</span></span> I'm not going to give you <span style="font-weight: bold"><span style="text-decoration: underline">an exact date</span></span> because we are dealing with a subcontractor that makes our reticles, but I can tell you they are always on time.</div></div>
No reticles on hand, no problem has be solved. Simple logic there Konabully, try to keep up.
It's a sign that a company is about to implode or be overtaken or have gotten fat and lazy off of government contracts when that company doesn't care enough about it's customers to make <span style="text-decoration: underline">the customer the focus of the business.</span> Yet another example of classic GM incompetence. "it's not us, it's the car buyers wanting better cars ..." Yeah, I want my Grandchildren's wages still bailing out GM from it's self created problems. Same shitty excuses, different company name. Just no excuse for it!
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Your taking this way too far IMO. That is the reason nobody is jumping on your bandwagon. Just relax about it. If they piss you off so bad, don't buy their scopes.
