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That's the only problem I ever had and it was at a time that it was actually important.
The Shop
^^This. I was sure I had a one-off, then saw issues in the Shout Out to Rocky Mountain thread and saw a theme.
UPDATE:
I sent this email last night:
"Good evening,
I’m disputing the charge with my credit card company and will supply the necessary backup for it as I never received the package.
I’ve given detailed information regarding this incident through several emails and feel that my business is not valued in this instance. In my line of work, I have had this exact scenario happen (different product) and rather than leave a long time customer in the middle of a dispute with a shipping company, I have taken care of them by sending a duplicate order out on the company’s dime to ensure they are taken care of. Behind the scenes I fought with the shipping company to hold them accountable for their mistake. This is not a common occurrence so when a customer does have an issue it is an easy calculation to err on their side versus making them wait for resolution between us and the shipping company. Returning customers are worth far more in lifetime revenue than an occasional duplicate order. If it is a common issue with a shipping company I would switch to another as they are the end representation of our company to the customer, many times the last contact the customer has with the company and their transaction.
It is disappointing that RMATV customer service reps either were not able to pick up on the cues (and me directly telling them that a replacement order would be appreciated) or were not empowered to make the call to take care of the customer. I even asked in a couple of emails for a phone call to discuss the situation with a live person and never got a call.
In my line of work I appreciate honest feedback from my customers so we can improve our processes and continue to be the best company in our industry. I hope this feedback can be used to better yours.
Sincerely,
[racer187x]"
I got a call on the way in to work this morning from Wendy in shipping at RMATV. She wanted to verify my shipping address. She wasn't aware of the customer service stuff, hadn't seen the back and forth emails with RMATV. I explained that I had sent an email and started a dispute with my credit card company last night. I wanted to make sure she didn't send a duplicate order because of that. Wendy was SUPER kind and apologetic. She listened to my story from last Thursday to this Thursday which concluded with no contact from RMATV Tuesday or Wednesday despite requests for a call. Wendy told me that OnTrac's driver stated to RMATV that he personally redelivered the box and handed it to me on 7/13 at 14:02 (that was the email where I responded with a screenshot of the tracking info and subsequent email. Then radio silence from RMATV). She apologized profusely and explained that there has been an uptick in customers not receiving their orders. Their policy previously was to send a duplicate order and hash it out with OnTrac afterwards but that a combination of dishonest customers claiming they didn't receive the items and OnTrac genuinely losing shipments has led to a big loss of money for RMATV. The inferred result is that the policy changed to not ship duplicate orders out before the shipping side is settled.
I explained that in my job that is the opposite reaction that I would take. I would (and have) switched shipping carriers before due to frequency of misdelivered or lost items. Taking care of our customers is absolutely #1 and if that means losing out on a few bucks then so be it but the repeat, loyal customer is king. This is why rewards programs exist, it is proven that the majority of revenue comes from repeat business (not a constant flow of new customers). After about ten minutes of our discussion and Wendy genuinely trying to earn back the business we thought of a way that they could earn it back. I asked her if the parts were all still available and she said yes. She offered to send them overnight with signature required delivery so I can receive everything tomorrow. I think this is an acceptable solution. I called my CC company and stopped the dispute.
Last thing we talked about was making sure that upper management at RMATV takes notice of this serious issue that is impacting a lot of people. As part of the service recovery I asked if our conversation can be sent to them and effort made to rectify for other customers. We worked out a way for me to send all of my video from my front yard to her and she compiled the whole issue to send upwards. To me, that was the goal. As I stated in my initial post, I like RMATV. I just don't appreciate bad customer service. I can't afford to give crappy customer service in my job and there is no way I will tolerate it when I'm on the other end. I would much rather spend my money where my business is valued. Especially since I'm spending money on fun stuff that I'm passionate about. Why put up with bad service when there are alternatives?
My last email to Wendy was this:
"You have done what several other people could not do which is be empowered to make a difference. You have single handedly turned this situation around and I can't thank you enough for your efforts. As discussed on the phone, I know exactly what you're going through due to my line of work. I know the fight with the various shipping companies and the need to have backup for any claims (probably why I have a camera at home
I asked her to send that upwards as well. She still is the only person to call me from RMATV and it was by accident this morning. I will likely not shop with them again until there are improvements with shipment or even just acknowledgement from their management that their policy is having a negative impact on their customers.
Thanks for those who understand. Sorry for such a long post but bitching about it on the internet without trying to make a change for the better is terrible. I hope that RMATV sees this thread and takes stock for those who have had or are experiencing the same thing I'm going through.
I don't own a Yamaha and my KTM is a 1997 360 MXC that is mothballed. I moved here in January from Houston, still getting to know the area. I've been to your shop, Chaparral and Malcolm Smith Motorsports in the last few weeks. I dropped my forks off at Race Tech for my '85 CR500 last week. I love being back in the mecca of our sport.
Read your discussion above. Only thought I have is that it looks like RM did take care of the problem and gave a satisfactory explanation as to how things had gotten to the point they did (shipping issues and theft). Shit happens in this world and no company is 100% perfect 100% of the time,but, ultimately the company demonstrated integrity and efforts at doing the right thing. With that said, I wonder why you are questioning doing business with RM going forward.
The overall issue remains, as evidenced by several others who have contributed to this thread. What good is it for me to “get mine” if RMATV doesn’t address the problem on the wider scale? What was the point of all this if I, or anyone else, orders from them again and has this exact same thing happen? Like I mentioned, everyone wins if RMATV acknowledges the OnTrac issue and takes steps to resolve it. Otherwise it’s business as usual. I have no problem shutting up and taking my money elsewhere. I happen to like RMATV and want to see them succeed.
I’ve had really good luck with Rocky Mountain; but, this one IS actually on them when the shipping company...that they chose...Screws things up AND there’s a “commitment” to a certain delivery date...that’s wasn’t met.
Pit Row
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