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Fishing Reports and information for the Coastal Bend
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rodandroll
Full Grown Flour Bluffian
Joined: 17 Jan 2007
Posts: 1814
Location: Kerrville, Tx
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 Posted: Sat Dec 14, 2019 11:08 pm Post subject: |
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| bd0202 wrote: | | rodandroll wrote: | | Whatever happened to "the customer is always right"? Apparently it is now history. |
That was never a catch phrase in the biz and never will be one, because it's flat out not true when it comes to a business protecting loss and assets. It was actually coined by a rogue "customer service consulting group" in the 70s and/or 80s and it took popularity with the general public, but not really with real business. The few businesses that actually did buy into have moved away from that now; the majority are all working along the lines of "resolve the customer's issues as quickly as possible and without losing as much profit as possible." The quickly part is directly related to the customer's ability to destroy the reputation of a business on the Internet by simply posting social media complaints. So just like in the law system, "settle, settle, settle" is the key. This is also why private businesses have the equivalents of what we in the Public sector call "Public Information Officers" to patrol the company's social media and respond to negative comments to patch the leaks before they get bigger. 
It's a pop culture myth. In the end, you'll be given a store credit, a free night stay, extra airline miles, some of your money back, and only in extreme cases (if you hold out long enough), all of your money back plus some complimentary extra (all in a gift card format so you're forced to use their brand again). |
I am 70 now and I was in my 20s and 30s in the 70s and 80s and I can personally vouch that it was taken quite seriously by a significant number of retailers. How do you think Walmart initially grew to be so big?? They took anything back, with or without a receipt, and always honored the customer is always right motto. That's not necessarily true today, but that was dang sure my personal experience in the 70s and 80s.
_________________
Now that food has replaced my sex life I can't even get into my own pants!!!!!!!!
Even duct tape can't fix stupid ... but it can muffle the sound!!! |
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hoopsandhooks
Finger Mullet
Joined: 07 Aug 2013
Posts: 32
Location: kingsville
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| Posted: Sun Dec 15, 2019 11:17 am Post subject: |
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| Question for everyone. Say i know what I want to buy. Do not need help or advice picking it out. What real advantage is there to buying it from a store as opposed to just ordering it online. Especially knowing that if something goes wrong I am going to have to send it back to the company that made it. I think that is why so many people just online shop these days. |
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rodandroll
Full Grown Flour Bluffian
Joined: 17 Jan 2007
Posts: 1814
Location: Kerrville, Tx
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| Posted: Sun Dec 15, 2019 11:24 am Post subject: |
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| hoopsandhooks wrote: | | Question for everyone. Say i know what I want to buy. Do not need help or advice picking it out. What real advantage is there to buying it from a store as opposed to just ordering it online. Especially knowing that if something goes wrong I am going to have to send it back to the company that made it. I think that is why so many people just online shop these days. |
You have a point. I now buy a lot of stuff from Amazon. Free 2 day delivery, free take back, and no questions asked take back. Simply click on return and take it to the nearest ups store. The ups store will package it and send it back for you at no cost. I have a credit card from Amazon and it has the highest point earnings of any credit card I have. I can have it sent to my office or I can have it delivered to a drop off location and pick it up at my convenience. I understand the concept of buying locally but I, like everyone else, will tend to do what is in my best interest.
_________________
Now that food has replaced my sex life I can't even get into my own pants!!!!!!!!
Even duct tape can't fix stupid ... but it can muffle the sound!!! |
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Jetty Bandit
Member White Shrimper Boot Club
Joined: 04 Sep 2013
Posts: 609
Location: Corpus Christi
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| Posted: Mon Dec 16, 2019 6:45 pm Post subject: |
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Hey hoopsandhooks-
The more you cry about your Roys experience will directly equate to more coin I will drop in there tomorrow.
Roys doesnt offer warranties- the manufacturers do... I dont see what is so difficult in comprehending that. A little 5 minute epoxy and uhh 5 minutes of your time could fix your offsprings rod up nicely buuut.... 
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"I never had an Easter, but I've always had a bunch of speakers" - Beardo |
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Johninaustin
Full Grown Flour Bluffian
Joined: 03 Jun 2007
Posts: 1105
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| Posted: Tue Dec 17, 2019 10:05 am Post subject: |
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| hoopsandhooks wrote: | | Question for everyone. Say i know what I want to buy. Do not need help or advice picking it out. What real advantage is there to buying it from a store as opposed to just ordering it online. Especially knowing that if something goes wrong I am going to have to send it back to the company that made it. I think that is why so many people just online shop these days. |
The answer is simple. I'm not buying a rod unless I hold it in my hands first. |
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HungerBuster
Flour Bluffian in training
Joined: 07 Mar 2006
Posts: 371
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| Posted: Tue Dec 17, 2019 10:20 am Post subject: |
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If "we" are going to continue this conversation, it should be steered back to the OP. First, you denigrate one of the absolute best resources for surf fishing in the country because your son refused to go to where your son allegedly physically purchased something ONE time (meaning, when your son evidently attempted to address the item ONE time). It's not like there are many of those retailers to begin with, let alone one with more expertise than the people who freakin made the item. Then, you suggest that anyone who disagrees with you is somehow wrong...when everyone has without exception already said the retailer will make it as right as they can. And now, you shadowily suggest "we" should order online for items that almost all of us have no freakin clue about to begin with. Stop your attacks on a family business. Own up to your own unwillingness to engage personally, even if it means you have to make more than one attempt for a specialty item--we're not talking about Ugly Sticks here. And stop this online bull honkey. Seriously. I understand you may have had a bad experience. Either go and engage personally (I think you might be pleased with the response you get), or go write a google review or something. Don't bring it here. I'm out on this one. And I may actually be out on this forum, even though I've been lurking around here for 20+ years. I can't stand for this kind of... PILE.
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Fish ON! |
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gkrane
Horse Mullet
Joined: 31 Oct 2017
Posts: 230
Location: Corpus Christi
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| Posted: Tue Dec 17, 2019 4:32 pm Post subject: |
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| I use Roy's quite a bit and have generally been pleased. I take some of my reels in there for service when the need arises. About 6 months ago I brought in an older model Stella spinning reel that had been locked up and needed it opened and cleaned. Roy's told me they didnt clean Stella's there and they would need to send it in to the factory. I told them no big deal, just please get it serviced. After a 2 month wait they called me and told me that Shimano refused to service my reel since the model was too old and they no longer serviced that year. When I got to Roy's to pick up my reel I got my reel back and paid 25$ to cover the shipping cost to Shimano. Do I hold Roy's responsible for my waste of 25$.....No, but for a reel that I paid over a grand for I thought they might have known about this on the front end. Now it just sits on my desk like a paperweight. |
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hoopsandhooks
Finger Mullet
Joined: 07 Aug 2013
Posts: 32
Location: kingsville
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| Posted: Wed Dec 18, 2019 12:37 pm Post subject: |
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| So its my responsibility to go to a store over and over and hope that they change their mind. That might be one of the dumbest thing i ever heard. I am the one spending money not them. I still love the fact that I have gotten 4 pages of hate for saying I got rude service. Truely ironic. That's exactly whats wrong with people today. Also why not go to a store and hold the rod in your hand then order it online. Why is it any better to buy it there than online. It's absolutely no difference. If you go back to the original post they cost themselves an extra 150 for doing it the way they did. I would think it would have been worth 150 for them just to send it back themselves since it's such an easy thing to do. I also love the way y'all hold a business no matter how great to being more important than how your family is treated. |
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hoopsandhooks
Finger Mullet
Joined: 07 Aug 2013
Posts: 32
Location: kingsville
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| Posted: Wed Dec 18, 2019 12:39 pm Post subject: |
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| Jetty Bandit you better go buy some more stuff. lol |
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Central Scrutinizer
Full Grown Flour Bluffian
Joined: 14 Jul 2009
Posts: 3572
Location: Flour Bluff
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| Posted: Wed Dec 18, 2019 1:16 pm Post subject: |
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Stale, the popcorn on this one is, hmmmmm????? |
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rodandroll
Full Grown Flour Bluffian
Joined: 17 Jan 2007
Posts: 1814
Location: Kerrville, Tx
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| Posted: Wed Dec 18, 2019 1:38 pm Post subject: |
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Think I'll just stick to Ugly Sticks.
_________________
Now that food has replaced my sex life I can't even get into my own pants!!!!!!!!
Even duct tape can't fix stupid ... but it can muffle the sound!!! |
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rawlbay
Member White Shrimper Boot Club
Joined: 17 Jun 2007
Posts: 984
Location: Padre Island
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| Posted: Wed Dec 18, 2019 4:24 pm Post subject: |
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All this over a f'ing butt cap on a garden variety trout rod? Come on man.
_________________
| Tyler wrote: | | I have tried all of the sexy rubs. |
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bd0202
Member White Shrimper Boot Club
Joined: 11 May 2017
Posts: 698
Location: SATX
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| Posted: Wed Dec 18, 2019 5:11 pm Post subject: |
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| rodandroll wrote: | | bd0202 wrote: | | rodandroll wrote: | | Whatever happened to "the customer is always right"? Apparently it is now history. |
That was never a catch phrase in the biz and never will be one, because it's flat out not true when it comes to a business protecting loss and assets. It was actually coined by a rogue "customer service consulting group" in the 70s and/or 80s and it took popularity with the general public, but not really with real business. The few businesses that actually did buy into have moved away from that now; the majority are all working along the lines of "resolve the customer's issues as quickly as possible and without losing as much profit as possible." The quickly part is directly related to the customer's ability to destroy the reputation of a business on the Internet by simply posting social media complaints. So just like in the law system, "settle, settle, settle" is the key. This is also why private businesses have the equivalents of what we in the Public sector call "Public Information Officers" to patrol the company's social media and respond to negative comments to patch the leaks before they get bigger.
It's a pop culture myth. In the end, you'll be given a store credit, a free night stay, extra airline miles, some of your money back, and only in extreme cases (if you hold out long enough), all of your money back plus some complimentary extra (all in a gift card format so you're forced to use their brand again). |
I am 70 now and I was in my 20s and 30s in the 70s and 80s and I can personally vouch that it was taken quite seriously by a significant number of retailers. How do you think Walmart initially grew to be so big?? They took anything back, with or without a receipt, and always honored the customer is always right motto. That's not necessarily true today, but that was dang sure my personal experience in the 70s and 80s. |
I'm just telling you where it came from, and A LOT of places subscribed to it when it was first coined. I have heard stories of good CS from plenty of my family just as what you've mentioned here, but if I were make a bar graph for you of how companies started dropping that mentality through the 80s to now, you'd see the steep correlation between it and loss of profit for giving away free stuff and/or service. That doesn't make it good CS, but when you're a business owner, or say pencil pushing accountant for a large corporation and you see it's much cheaper to do what they do now, the save lots more $$$. Sadly, that is the standard business model today, which is why CS has tanked entirely in the customer's view.But my point is, if you fight for it hard enough and don't give in, you're going to get back to that original line of thought, simply because they get sick of dealing with you.
In OP's case, I would've made several more visits myself until they resolved the situation to your liking. Yeah, there's not much difference between buying online vs. a store now because it's the truth - if you know what you want you don't need to see it until it arrives. But things like fishing equipment, etc, generally we don't know what we want and just have an idea to point us in the right direction - which is where places like Roy's come in handy. But as someone else said, Roy's doesn't offer warranties - the manufacturer does. Roy's could possibly offer you more help in getting it to them, but it's not for them to fix it necessarily. That starts to get into legality issues between the retailer and the manufacturer (which opens another entire can of worms). Would you have resolved the issue by continuing to bother the? Maybe, maybe not - but I just don't read much fight on your end of the 'bad' deal.
I think I, like many, am done with this thread. It isn't worth it over a simple end piece on a fishing rod that you could've fixed yourself. SHOULD it have fallen off a brand new rod? Probably not. But it happens - manufacturing defect probably. Would I have wasted my time trying to get Roy's to fix it and being told I need to send it to the manufacturer? Hell no, A $3 tube of glue at HEB and I'm back on the water. Doesn't make it right, doesn't make it wrong. But I truly hope you get the results you are looking for, or at least find an acceptable alternative, in the end. Happy Holidays!
_________________
All things will pass. Have a Blessed day.
Last edited by bd0202 on Wed Dec 18, 2019 5:33 pm; edited 1 time in total |
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Johninaustin
Full Grown Flour Bluffian
Joined: 03 Jun 2007
Posts: 1105
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| Posted: Wed Dec 18, 2019 5:31 pm Post subject: |
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This thread is a perfect example of what a good friend told me years ago. (He runs a gun shop)
Sometimes it's best if you just fire the customer. |
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bd0202
Member White Shrimper Boot Club
Joined: 11 May 2017
Posts: 698
Location: SATX
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| Posted: Wed Dec 18, 2019 5:34 pm Post subject: |
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| Johninaustin wrote: | This thread is a perfect example of what a good friend told me years ago. (He runs a gun shop)
Sometimes it's best if you just fire the customer. |
Quote. Of. The. Month!
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All things will pass. Have a Blessed day. |
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