Bad Customer Relations

[ipowerwash4u]

I had a very bad experence with E-SPEC, Last week I needed a small part (15.00 plus ship) and was told i needed to spend more to get it shipped (no problem there..understandable right) well I had asked if there was any specials coming up because I did not need the part right away, I was told there were no specials in the near future so I went ahead and ordered some other parts for spare's to get my order shipped. Well when my order came it came with a special sheet that would have saved me close to $20.00 on the 2 spare's I had ordered (If I would have waited till april 1st) well I had called and spoke to a sales woman and was told to leave a message with lavell ..I did (No call back) called again (NO CALL BACK) called again and spoke to lavall and was told there was nothing he could do. it was not on special when I ordered it,I told him if someone would have gave me a call and informed me of the up comming special I would have gladly waited. He came back with "well ya just can't make everyone happy" maybe we should just close down the last two weeks of the month so no one will miss our specials ( I felt like telling him maybe john allison should finds another smart ass kid thats better in customer relations) Well Because of this kids smart ass remark and the 2 no call backs I will never buy another thing from that company nor will my friend that spent a couple of thousands there.

 

[Gwas]

I heard they are in trouble !!!! Good news for the advertisers on this board....

 

[skoons6694]

Well, at least you're not the only one who has had a bad experience with them. I bought some items from them about a month ago. One of the items was a chem. injector. The injector had the correct part number on the bag it came in, however the injector itself was the wrong one(it was a 5-8 gpm when I ordered a 3-5 gpm). This was clearly their mistake, as the correct part number(3-5 gpm) was on the bag the injector came in. I tried several times to contact someone and finally I received what I considered to be
a disrespectful email from Mr. Allison's wife. When I emailed her back with the information she requested, I never heard from her again. I will not purchase any more items from them. Their customer no service is about as bad as it gets.

 

[melsmobile]

I have never had problem with then until last week , I bought the 5,800 psi at 4.75 gpm , it was on sale for $475. when i called it was $650 , I said forget it then , she came back and said $601 , I said ok Ill will take it, and then 3 day later Austin called and said he order the same pump he Paid $525.00 , , It just go to show that AUSTIN CAN KISS BUT BETTER THEN I CAN. LOL....................... just kidding home boy.

Yall it P me off, but hay the parts , pumps etc are at a good price!

Mel

 

[Aplus]

I've never had a problem with epec, and I've had 5-6 orders with them. The only things I buy from them are the small dollar miscellaneous items. They actually have some decent brushes, and their pricing on sureflows are hard to beat. And you gotta have an o-ring pick.

I buy all my important equipment from Mark. Stuff I have to count on every day to make a living. Support after the sale becomes more important. You'll figure that out the first time you have equipment failure and you need help.

Why deal with an order taker making minimum wage, that knows squat, when you can deal with a guy who is truly a professional? Mark knows the business inside and out. And in most cases he is very competitively priced with espec. Customer service is what it is all about. Support after the sale.

 

[jfbrian]

It is unfortunate

I have to agree with these assessments. Ever since Mr. Pete Chase left E-spec they have been going down hill in all areas I am afraid. He was their professional image and knowledge. However, they are hard to beat on a lot of things, chemical and equipment wise. The only time I get any thing done right is if I talk directly to John or his wife. NEVER ask the order takers info on anything! Period! I had and instance a few years back with some performance builder (no msds or mixing instructions) and the dufus who answered the phone instructed me to add it to and acid mix rather than the caustic soda it was designed for. Anyway I averted a potentially explosive situation only because one of the Alison’s overheard his instructions and got on the phone and straightened it out.


P.S. Who is this Mark guy?

Thanks

 

[Jon]

Yeah Tony who in heck is Mark? or should I say Mark WHO?

JFBrian incase your serious here is a link to Whatshisnameagain

http://store.yahoo.com/pressurewasherzone/index.html

As for Espec's, when I first started they were good knowlegdable people working there and I ordered from them, prices were always best, then one left and some drop out was hired.

Then another left, another duh what is that was hired, then they sent an order that was all wrong and charged me to ship it back plus 15% restock fee, end of buying from them.

I admit that their prices for Shur-Flo pumps are unbeatable.

Hey Mark you hear me DID YOU MARK?? guess he is getting deaf in his old age.

Jon

 

[Mark]

Deaf?

Not yet!

 

[Jon]

<marquee> WHAT, please repeat that I did not hear it?</marquee>





I notice you did not dispute that age part[77778]

 

[Dan Flynn]

I purchased stuff from them and one part was missing. They told me I had to be wrong because they double check things. They said check in the box again like I'm some idiot.

Don't you think I practically ripped the box apart before I called. Anyway back and forth for a few days and they won. I got tired of arguing very nicely over a $5 part I gave up on it. And them

 

[Dan Flynn]

PS

I have used Mark many many times. Always a pro and easy to get in touch with when needed. Once I bought a $50 part from him and it was a bad one. He over nighted me a different model / Brand.

I was going to send him the bad one and never got around to it. He never asked about it to this day. It's in my garage on the shelf.
I take it he took my word for it and trusted me.

Great guy

 

[jfbrian]

Ok gentlemen got it and thanks Jon I will give him a call. It's always good to get a bead on another distributor. Thanks again.

 

[Austin]

LOL@Mel Hey whatever it takes to get the price right.

 

[jschessler]

Good luck

Good luck guys. You know that Mr. allison himself said every comment he reads that is negative about his company ( instead of taking a hint to improve customer service) will result in them not selling to who ever made those comments. I know , it happened to my brother and it was me that made the comments. But since we have the same last name he decided to take it out on him. Well since then my family has stopped buying from them, and we used to Love them to death.... . Funny , and all because Mr. Allison himself said we did not call for the warranty and had no proof that we did. AGAIN, I HAVE A FAXED LETTER FROM HIS OFFICE THAT SAYS THEY WHERE GOING TO PICK UP THE HOSES FOR THE WARRANTY. I wonder if the district attorney would be interested to see the hoses i still have from last year and the faxed letter from his office.. False advertising.....

 

[Austin]

Well they say there is always three sides to the story, your side, their side, and the right side.

People may have trouble with them but stuff like that is going to happen with a mail order company. John Allison personally approved the price for me on a pump that I bought that they were marking up, he gave it to me for sale price. He made an effort to communicate and to me thats good customer service.

 

[mike barrett]

I have been buying from them for 3+ years and never have had a problem. I did give a wrong part # but that was my fault (20.00). Make sure what you order is correct the people on the phone are only order takers.

 

[jschessler]

E-spec

Dont get me wrong. We would still be buying from them if it weren't for the way that we were treated over some hoses that I decided to bite the bullet on. Yes they do have great prices but does that give someone the right too mistreat his customers? Darn I wish he had done it to me and not my brother, but still we were going to bury that incident with the hoses. Afterall we figured if it breaks we can always get another part from them. I decided to take use of the warranty he offered for my hoses, which i still have in the garage broken after 25 hours of use, and found out that you can buy but if you want to get something repaired it becomes inconvenient for them to do so. Yes i did come across the occasional I will call you back from them, and YES THEY NEVER DID. That sucks, if I did that to one of my customers I would be in a world of hurt. A unsatisfied customer will tell 7 people about their bad experience, Imagine me ... he Upset my brother and pissed me off. And worst one who has the ability to tell hundreds of powerwashers about his expirence over the internet. Yes the internet gave them alot of business but I believe that attitude they have will eventually catch up to them.
We did not stop buying from them because of the hoses but because MR. Allison Said he was not going to sell to my brother Because he said he was not happy with his expirence with the hoses. Oh and remember , we have a smoking gun .. THE FAX THEY SENT, WITH THEIR HAND WRITTING ON IT.