Full Version: Strike one for Xenetech
From: Cody (BOBTNAILER) [#1]
7 Jul 2005
To: ALL
[rant]
I would rather praise someone than criticize them any day. However, today I had an experience that bears sharing with this community.
We took delivery of a Xenetech 912 on June 15 (just over 3 weeks ago). Randy Allen from Brewer Sales came to our shop and did a fantastic job setting up the machine, explaining how to use it, and answering my many questions (I'm always full of questions).
Randy explained to me that the Xenetech software had a 3-week "trial" period, after which I would have to enter an "unlock code" to continue using the software. He told me that I would be receiving an email from Xenetech within the next couple of weeks that would give me this code.
Two weeks pass without a single word from Xenetech.
I called Xenetech and spoke with a tech named Jason. He told me that they had never received my registration form, and that he couldn't do a thing until they had it. He told me that it should be in my paperwork, and that I would have to look for it. If I couldn't find it, they would send me another one. Hmmm.
Knowing that my setup will be useless in a couple of days, I asked the folks at Brewer if I had misunderstood Randy. They confirmed that I had not misunderstood, and that they had faxed the form to Xenetech the very day of the installation.
It's worth noting here that the person that usually handles registrations is on vacation, and won't be back for another week. My mistake. I should have timed my purchase to coincide with her vacation.
Jeanette re-faxed the form to Xenetech, and they got the info entered. I put in a call to them (again), and had to leave a message for them to call me back (again). By the time they got around to calling me, I had already left the shop for the day. The unlock code that they gave me only works on ONE computer...doesn't go from one machine to another.
Side note: They give you three "free" codes for installation, then you have to buy them. That makes good business sense...unless you're the customer.
Back on track...
Today (Thursday) when I got to the shop, of course my software was expired (as of yesterday). So, I made another LONG DISTANCE phone call to Xenetech to beg them for the unlock code that would work on my shop computer.
The lady that answered the phone - Jessica - told me that she would have to take a message, and have someone call me back.
I explained that I simply could not afford to wait an hour or two for someone to call me back. Meanwhile, I have a *rush* order sitting on the table waiting to get done.
Her reply was that I would have to wait and be patient.
WHAT????
I told her that they had had THREE WEEKS to get this done, and that I cannot sit here and wait. Enough is enough.
It's worth noting that by now my tone was sharp. I was fed up. Who wouldn't be? I just paid $7,500 for a machine that could now only be used as a trot line weight.
However, I NEVER raised my voice.
She kept saying over and over and over and over, "Cody, please be nice. Please don't yell. Please be nice." She wouldn't stop talking long enough to hear what I needed to say.
I had had enough of her talking to me like a 3-year old, so I simply hung up the phone. After all, it was clear that she was not going to be part of the solution to the problem that HER company was causing MY company.
A couple of minutes later, I saw that I had a new voicemail on my phone (never heard it ring).
You guessed it...it was Jessica.
She said, "Cody, this is Jessica with Xenetech, the nice person you just hung up on. [skipped some for brevity] When you call her, please be nice to us. That's all we expect from you."
I can quote this because I saved the voicemail. If anyone wants a full transcript, just ask.
I can sum all of this up in two simple points:
1) You should NEVER sell software like this and make the customer wait weeks to get "authorization" to use it. Unlock codes should come with the equipment.
2) NEVER NEVER NEVER talk DOWN to your customers. They are your very lifeblood.
If one of MY employees had done that, they would be mowing the yard or trimming hedges. They would clearly be ill-equipped to talk to customers.
I now COMPLETELY regret buying a Xenetech...but it will never happen again. If there's no service after the sale, then there should be no sale.
I am not in business to be NICE to a supplier that doesn't do their job. I AM in business to make money. When that supplier responds the way that Xenetech has (or hasn't) for the last 3 weeks, I don't make money. When that happens, I will NOT be nice.
[/rant]
I'm done now. Sorry for the rant. When someone does a great job (above expectations), they deserve applause. When someone does what these folks have done to me, I think it should be shouted from the mountaintops.
All that being said, I have to mention the person that saved my bacon. Of course, that's Jeanette. She went WAY out of her way to help me today...just like she's done on several other occasions.
I've said it before, and I'll say it again: Brewer Sales wrote the BOOK on customer service.
I just wish that some people would read it.
Cody
Eternity Creations
EDITED: 7 Jul 2005 by BOBTNAILER
From: Dee (DEENA-ONLY) [#2]
7 Jul 2005
To: Cody (BOBTNAILER) [#1] 8 Jul 2005
Cody,
Why am I not surprised that the Brewers saved the day. I don't believe that I have ever heard a bad word about their service or they themselves. We should all read their book on customer service.
Hopefully you've gotten all the bad stuff out of the way and it will be smooth sailing from now on.
Dee
From: Paul (JACKPETTY) [#3]
8 Jul 2005
To: ALL
Wow, I feel for you. Time is like blood in my business. However, I've had nothing but good relations with Xenetech the few times I had to call. Yes, I had to wait for a call back a bit longer than I'd like but they always did call back.
And, I agree, Roy and his whole gang are the absolute BEST. And not just with what they sell. They're the best of any company/group I've ever dealt with in 24 years. I'd vote for any of the Brewers for any office they'd run for.
Paul
From: Cody (BOBTNAILER) [#4]
8 Jul 2005
To: Paul (JACKPETTY) [#3] 30 Sep 2005
Paul,
Well said.
Jeanette has assured me that this is NOT typical for Xenetech.
However, this whole situation started when ONE person went on vacation. Much sadness.
As bitter as I am about the way they've treated me, I have to say that I like their equipment. We just finished our first big job on the little 912, and it did its job like a trooper.
There's a nagging little problem with the pendant, but it doesn't happen often. I'm confident that we'll get it worked out eventually. It's a very low priority.
Think about this: If our industry was FULL of folks like the Brewer gang, do you think there would be enough room left for those of us that are not so "polished" with our service skills?
Hmmm...
I know that we're VERY fortunate to have them as our reps. Awesome folks.
Cody
From: Engravin' Dave (DATAKES) [#5]
8 Jul 2005
To: Cody (BOBTNAILER) [#4] 9 Jul 2005
Cody,
I run into the vacation thing often. It seems like it happens most with accounting departments. If someone takes a vacation, the whole place seems to go into lockdown.
I guess if we look at our own businesses, we see what impact vacations can have. For me, the whole business would completely shut down and the doors would be locked. For others, it may just be a delay in service.
From: Cody (BOBTNAILER) [#6]
9 Jul 2005
To: Engravin' Dave (DATAKES) [#5] 9 Jul 2005
We're in much the same boat, but we've found a solution: Don't EVER take a vacation.
:P
For our business, we'll have the shipping delay when my wife & I are out of town. We share the shop with my parents' florist, so there is always someone there to take orders or to let someone pick an order up. We're still too small to hire someone to run everything in our absence. One of these days...
I'm also running into this with JADCO for the silicone bracelets. They ALL go on vacation at the same time. HOWEVER, they still manage to return calls and faxes. That's really pretty good.
My biggest concern with the Xenetech thing remains the way I was treated...not that someone went on vacation. I can honestly get past that part.
But they acted like I was the one that messed up, not them! Then called me back and talked to me like a child. That's the part I find ridiculous.
As they say, life goes on. :S
From: John (ICTJOHN) [#7]
9 Jul 2005
To: Cody (BOBTNAILER) [#6] 10 Jul 2005
Cody,
Now that hopefully you have been registered into the system at Xenetech, you can use the internet to get your unlock codes in the future. You don't have to speak to the person that is on vacation.
I know why Xenetech went to the 3 free codes and purchase additional ones as needed - it was because of abuse - the old rule of "a few people abusing the system, so everyone else must abide by rules". Some people would call in time after time for unlock codes which takes up a lot of their time as well. If you have a hard drive problem and need a new code, they will bend the rules and give you a free code.
I own 3 different "X" machines and have never had a bad experience with any person there. I hope it was just "bad timing" this time and things go smoother for you in the future.
BTW, it would not have been the end of the world when your software expired....................you can just re-load the software (less than 30 seconds) and you're good for another 21 days. But believe me, I have been in similar situations and have learned "cooler heads prevail" -
just yesterday a lady at a company that forgot to ship in time for my customers' event said "aren't you going to yell at me?" I told her "NO, I had tried that in the past and it will not get my product any faster, I will call my customer and work it out" Guess what, she called me back in 15 minutes and had found some product in stock and would send it out Overnight -(they were in the process of moving the factory and all of their product was on the moving van, but they were able to find some for me and get it out that day)
Good luck and hope you enjoy you equipment.
From: Cody (BOBTNAILER) [#8]
27 Jul 2005
To: ALL
Time to revisit this post...
I got a call from Guy Barone at Xenetech this afternoon. I think this call was one of the hardest that a business owner/manager ever has to make.
He called to apologize for the trouble I had with my unlock codes, and for the way I was treated when I called.
As one would expect someone in position to be, he was very professional and sincere. In my book, it takes a lot of "guts" to call a customer that you KNOW is unhappy with you, and to start making things right. But that's exactly what he did.
So much for bearing a grudge. Mr. Barone just took away any reason I had to post anything else negative about his company.
I've never met Guy, but from the few minutes that we visited, I truly believe that he's a stand-up kind of man...and I appreciate that.
Thanks for listening.
Cody
Words of wisdom for the day: "We must forgive, but we dare not forget."