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Basson Cabs = Bad Customer Service
- Thread starter 18eranaRic
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JAUQO III-X
Inactive
Well, damn. This looks like a classic case of the Internet being a less-than-ideal method of communication to me. I know both Jauqo and Kindness personally, to some degree--two of the most helpful, cool guys around, IMO. You guys should have a beer at the next bass night at the Elbo Room or something.
Dude, who cares what they think of you? Their job is to impress you, not the other way around. They should be more worried about what you think of them than you should be worried what they think of you. Let's shift the company/customer dynamic back to where it belongs.
Joe,
First off, you asked for a custom covering, the cost was prohibitive... You offered to supply your own materials, great idea... I had a talk with the guys, they had concerns it holding up the production. One of the two requested materials was discontinued and had long-term adhesion issues... You also seemed to have forgotten that I was actually trying to save you money if you did the deal. I guess all that gets lost with some people...
First off, you asked for a custom covering, the cost was prohibitive... You offered to supply your own materials, great idea... I had a talk with the guys, they had concerns it holding up the production. One of the two requested materials was discontinued and had long-term adhesion issues... You also seemed to have forgotten that I was actually trying to save you money if you did the deal. I guess all that gets lost with some people...
Well, I guess the important bit of missing info here is how the news was delivered to the OP.
As a bystander, I'm not going to draw any conclusions until this is clear.
As a bystander, I'm not going to draw any conclusions until this is clear.
You're doing more to hurt your company with these comments. Your best option was to not comment at all.
JAUQO III-X
Inactive
A company has the right to defend their stance on a situation if they feel fit and this was such a situation.
The op's original post before it was edited (by a mod)was a deliberate attempt to hurt a company and in the end he didn't even tell the entire story.
And as far as hurting the company I doubt it.
The op's original post before it was edited (by a mod)was a deliberate attempt to hurt a company and in the end he didn't even tell the entire story.
And as far as hurting the company I doubt it.
I didn't see the original post. I'll bet a lot of other people here didn't either.
As far as doubting is concerned, I don't think you're exactly objective about Basson, so I doubt your doubt. Or something.
JAUQO III-X
Inactive
Toshiro. There have been many reps from instrument companies here at TB and even owners of companies that have defended they're position here at TB where some one felt slighted by their company or wasn't treated like a rock star(what ever that is)and these posters are rarely fully on in what ever may have transpired between them and the company they they now hate.
This is not a new thing at TB for a company rep or owner to defend themselves and believe me none of those companies suffered at all.
In reality how many people in this thread was going to by a Basson cab before the op's post and the the Companies comment to the op?
This is not a new thing at TB for a company rep or owner to defend themselves and believe me none of those companies suffered at all.
In reality how many people in this thread was going to by a Basson cab before the op's post and the the Companies comment to the op?
+infinity!
In my 15 years in the customer service industry, I have never seen a response like this from a company regarding a customer.
Sure, you can't please everybody. Inevitably, you will have the occasional pissed-off customer who walks out and bad-mouths your business because you didn't bend over backwards to fulfill their unreasonable demand; it happens. You just have to brush it off and not let it get to you. A company has to do what is best for their bottom line. Sometimes this means taking a hit somewhere (usually in your profit margin) in order to gain and/or keep a customer's business; but not EVERY left-field request can be met. The guy who gets told "No" has the right to be upset. YOU have the right to get upset in return. But you absolutely do NOT respond in the above manner! If a response is even necessary, keep it professional.
If someone working for ME ever spoke to a customer, potential or otherwise, in that manner, they would be out of a job immediately!
I have no dealings with or knowledge of the Basson company or its products outside of seeing the occasional ad; they could be the greatest cabs in history for all I know. But I do know that I would never knowingly do business with a company that displays an attitude such as this. I'm sure I'm not the only person reading this who feels the same way. The best response from Basson would been either no response, or a more professional "it was simply not in the company's best financial interest" response.
Not this.
It seems a lot of people want to throw gas on this little fire. I didn't get to see the un-edited post either, I hope the company's response gets edited as well to something more calm? After all you can't please all the people all of the time. I think someone famous said that?
Probably none, but that's not the point. A better question is, how many people will NOT buy from them because of this?
I will mull this over to see if I'd like to take further action. How would you like to proceed???
What action is there to take?
What action is there to take?
I'm definitely not taking sides, here.. But when a manufacturer takes the time to speak up on a thread, they ARE the company, as far as the anonymous masses (people who read this stuff) are concerned.
In that respect (and with all due respect), I think the manufacturer has failed by stooping to the level of shameful bashing that was demonstrated by the OP. I think manufacturers have a certain duty to "take the high road" in cases like this - especially when they weren't necessarily in the wrong. It protects the company's image, for one - it gives the rest of us the impression that our gear is being made by mature, responsible, respectable professionals. It's comforting, and certainly encourages us to spend our hard-earned dollars on their product, does it not?
Do you think Jim Bergantino would react this way in a public forum? What about the guys at Genz Benz?
In that respect (and with all due respect), I think the manufacturer has failed by stooping to the level of shameful bashing that was demonstrated by the OP. I think manufacturers have a certain duty to "take the high road" in cases like this - especially when they weren't necessarily in the wrong. It protects the company's image, for one - it gives the rest of us the impression that our gear is being made by mature, responsible, respectable professionals. It's comforting, and certainly encourages us to spend our hard-earned dollars on their product, does it not?
Do you think Jim Bergantino would react this way in a public forum? What about the guys at Genz Benz?
Judging by the response from Basson, I think the fault here lies with them. Effective and professional communication skills are clearly not their forte. If they told OP that they would consider his custom request, then determine that it can not reasonably be fulfilled due financial and/or production issues, they should have apologized for the inconvenience and fully and professionally explained their reasoning. I highly doubt that sort of a response was given, however. The result? This thread.
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