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But alas he chose the defiant " I didn't do anything wrong, it was all made up, the heat, pandemic and Putin's fault " routine...
Learn from this for the sake of your business and reputation.
But, then he came in here and dealt with it in his own way & I’ve got to say,”I like that.”
In the end, “owning it” can be hard to do.
90% of the time all it takes is consistent communication.
What he did on this thread is try to bail as much water out of the boat he can, all while ignoring the fact he's the one that created the hole in the boat.
The Shop
He came on here and posted that he is taking care of it so how about cutting him a little slack?
"We completely dropped the ball on this and for that I apologize. Our lack of communication and paperwork errors aren't our standard of customer service. Please accept my sincerest apology. Your order will be priority number one and will get it to you ASAP. I'm going to take 10% off for the inconvenience. We here at Motojackrack thank you so much for your business."
I also give him his due credit for overall not handling this matter well until it escalated to this level on Vital.
A little humility can go a long way in winning over customers.
Now ain't the time to be feisty. Is this how it will be when I need help with a warranty or some other issue with my rack?
I'm just pointing out some reasonable concerns and why you're no longer #1 on my list for a really nice rack.
Best of luck to you man.
Here's your first response:
"Hello, Andy from Motojackrack just a big misunderstanding talked to Kyle all good shipping out in the next batch. I invented this rack back in 1996 there is tons of our racks out there rolling down the roads. The current labor forces inflation in recent years has not been great to us but were still cracking them out as fast as we physically can."
The misunderstanding, although an accident, is 100% on your company. You never took accountability for it and instantly shift the focal point to when you invented the rack and how many you've sold. Then you give an already delayed customer an unspecified amount of time on when to expect their rack (when exactly is the next batch?) And finally you attempt to bring the current state of the economy up as if it had anything to do with the complete failure in customer service.
I have a soft spot for small businesses and will spend more to support them. But being a small business doesn't give you a license to be incompetent.
Pit Row
https://www.advrider.com/f/threads/moto-jack-customer-service.1510449/
Landonious217 and pay him double. It would pay off ten fold.
Like Oldpro said, the best thing you can do is delete all your posts and account then forget you ever came here. You will end up with more customers who won't see what kind of person they are really dealing with.
The dirt bike industry has really blown up in recent years. Our biggest problem is production due to lack of labor force. Most are very aware of these conditions. Think anyone that reads this post with half a brain will see this from what I have stated here in my posts.
Post a reply to: Moto Jack Rack