GWTW Forum

Kites! Kites! Kites! => Sport Kites => Topic started by: Flying Fish on May 31, 2011, 12:10 AM



Title: Awindofchange customer "service"
Post by: Flying Fish on May 31, 2011, 12:10 AM
Just want to warn people ... I ordered a vented Silver Fox from Awindofchange. Kite arrived in the UK, so far all fine. I eagerly opened the box to find that two of the stand-off clips were broken and the other two were close to breaking point. Immediately e-mailed customer service, explaining the problem and asking them how to want to solve the issue: no reply; e-mailed them again: no reply; e-mailed them for a third time: no reply.

Is this normal for them? Maybe they feel there's nothing I can do being outside the US and therefore why bother?
All they need to do is send me 4 replacement clips and I'll fix the kite ....

Needless to say I'll never buy from them again, given their level of "service".



Title: Re: Awindofchange customer "service"
Post by: Michel on May 31, 2011, 12:54 AM
Why did not you buy the Silver Fox here (http://www.chicokites.com/store/index.php?act=viewProd&productId=99) ?  ;)


Title: Re: Awindofchange customer "service"
Post by: Flying Fish on May 31, 2011, 12:59 AM
Because the kite was ~$20 cheaper at Awindofchange. As they are listed along the right, I assumed they would be reliable. If I'd known then what I know now ...


Title: Re: Awindofchange customer "service"
Post by: Allen Carter on May 31, 2011, 01:18 AM
How long has it been between the emails? Big extended holiday weekend here, so it wouldn't be unusual for a business to be closed last friday and again today. Kent is a good guy, so give him a chance to make it right.


Title: Re: Awindofchange customer "service"
Post by: chilese on May 31, 2011, 01:44 AM
Could you tell us when you sent the emails?

If it was over the week-end of our Memorial Day holiday, I can understand why you haven't received a reply.

I have purchased from Kent on many occasions and never had a problem. I'm sure this will be resolved quickly.

Good luck.


Title: Re: Awindofchange customer "service"
Post by: Bob D on May 31, 2011, 04:20 AM
I've heard nothing but good things about Kent. I'm sure he'll do right by you.


Title: Re: Awindofchange customer "service"
Post by: fidelio on May 31, 2011, 04:31 AM
i'm sure he'll make this right. kent spreads himself a bit thin, however he's one of the fairest, most generous people i've met. sucks about the kite for sure, no excuse, but i'd bet in the end kent won't be happy until you're happy.

awindofchange happens to be my local kite shop so if i sound a bit biased i will say i've also had nothing but the best experience with our gracious host steve at chicokites as well.


Title: Re: Awindofchange customer "service"
Post by: Flying Fish on May 31, 2011, 04:38 AM
I'm perfectly willing to give it a bit more time, given all your positive comments on Kent and how he runs his business. I did buy two replacement clips at a kite festival this weekend, as it looked like I wouldn't hear back at all.

Point is not whether I can buy replacement parts myself to fix the kite; if I spend close to $200 on a new kite, I expect that kite to be in top condition, and if it isn't, I expect the problem to be dealt with swiftly.

Guess we will see what the next day or two bring ...


Title: Re: Awindofchange customer "service"
Post by: Michel on May 31, 2011, 04:55 AM
Guess we will see what the next day or two bring ...
For sure, 8 replacement stand-off clips.  ;)


Title: Re: Awindofchange customer "service"
Post by: Jeepster on May 31, 2011, 05:01 AM
A Wind of Change is not my local kite shop, so I've no bias there.  

Besides the fact that Kent is an all around good guy to be on the field with, he is great to do business with because he gives exceptional service to his customers. Simply ignoring you is not his style.

Regards,
Tom




Title: Re: Awindofchange customer "service"
Post by: DWayne on May 31, 2011, 06:59 AM
I've been doing business with Kent for 3 years and never had or heard of a complaint (until now) in that time. I'm sure he'll make things right for you.

Denny


Title: Re: Awindofchange customer "service"
Post by: mikenchico on May 31, 2011, 07:33 AM
Yep I would probably chalk this one up to the Holiday and Kent being the only one in the shop responding to the customer service email. Maybe a spam filter gone awry. He follows the forum pretty closely and has not been on here since the 27th either. Alternately you could PM him here in case a spam filter is eating your emails, he's Gamelord (http://www.gwtwforum.com/index.php?action=profile;u=108) here on the forum.

Let us know when he gets ahold of you and all is well, it's a hard call for an online retailer, "Do I open a new kite to check it over before before shipping or will doing so make the customer think they have recieved a used or display model kite?".



Title: Re: Awindofchange customer "service"
Post by: adx1592 on May 31, 2011, 08:21 AM
I've seen quite a few standoff's on SF's break. They're crap, I wouldn't worry about it. I just replaced all of mine. 3 of mine came broken too, but when I looked at what they were made out of, I didn't mind.


Title: Re: Awindofchange customer "service"
Post by: kiteclique on May 31, 2011, 08:40 AM

Customers eh ::) Who'd want 'em ?

Given that you're overseas, if he sends you replacement parts ... chances are it'll be 7-10 before you get them
anyways ... so wheres the fire ?

Throwing this sort of tantrum will just deter people from dealing/trading with you.

-Frazer


Title: Re: Awindofchange customer "service"
Post by: mikenchico on May 31, 2011, 08:47 AM
Sadly those clips are a weak point on the kites, if Jaco's or R-Sky's parts would work I would ask Kent about upgrading them. They may require new stand-offs to be cut or shortening yours in order to keep the overall length the same. I'm sure Kent can help you if you choose to go with a more reliable part.



Title: Re: Awindofchange customer "service"
Post by: Flying Fish on May 31, 2011, 10:06 AM
Just got an e-mail from Daelyn, saying that replacement stand-off clips will be posted. That they will take 1-2 weeks to get here is not an issue, that's part of getting a kite from across the pond; not getting a reply in the first place was the issue.


Title: Re: Awindofchange customer "service"
Post by: chilese on May 31, 2011, 01:06 PM
You still haven't told us when you tried to contact them.

Was it over our holiday weekend?

Or was it weeks ago?

That can make a big difference.


Title: Re: Awindofchange customer "service"
Post by: Gamelord on May 31, 2011, 01:08 PM
I am sorry about not getting a reply back to you in a normal amount of time.  We have been talking with Flying Wings about the sail clips as we have had several of these break.  It seems that they need to do something about these as they are not as durable as they probably should be.  I have sent you 8 replacement clips out to you already and they should be getting to you as soon as USPS can get them there.  They were shipped priority so hopefully that will cut down the shipping time.

Again, I am very sorry for the delay in getting back to you.   Normally we are able to respond to e-mails very quickly but sometimes we get a bit busy in the store and e-mails get pushed back a day or so.

Please let me know when the clips get to you and if there is anything else we can do.

**John, he did e-mail me Friday of last week and again over the weekend.  I should have returned his e-mail last week but we were swamped and short handed that day and I was not able to do so.  I should have at least shot him a quick e-mail letting him know that we were sending out the replacements. **


Title: Re: Awindofchange customer "service"
Post by: Flying Fish on May 31, 2011, 01:30 PM
Kent, as said over e-mail already, but now publicly: apologies accepted. Will let you know when the clips arrive.


Title: Re: Awindofchange customer "service"
Post by: chilese on May 31, 2011, 02:23 PM
As a courtesy to A Wind Of Change (they are a sponsor),

I requested an event timeline as Dromel will not answer my questions.

AWOC received these emails (all local times)

1st complaint:  Friday Night 10:30 PM (store closed)
2nd complaint: Saturday Night 11:30 PM (store closed)
3rd complaint sent to Daelyn: Monday (Memorial Day store closed)

Tuesday, when the store was opened the problem was handled immediately.

Dromel, your public outcry of events which happened over a weekend seem very tacky. And yet, you are willing to accept Kent's apology when he did nothing wrong.


Title: Re: Awindofchange customer "service"
Post by: fidelio on May 31, 2011, 02:46 PM
ok ok, no need to crucify anybody. let's be reasonable shall we. problem occurred, problem solved.


Title: Re: Awindofchange customer "service"
Post by: chilese on May 31, 2011, 03:01 PM
Okay.

Let's just lock it and let it fade into obscurity.  :)