Full Version: Strike one for Xenetech
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."