Jer,
I had an acrylic piece that was shipped along with some perpetual plates. The perpetual plates were in a plastic bag, the acrylic was in nothing, and these were all floating around in shipping peanuts. By the time I received the package, the acrylic had been chipped away beyond repair by the corners of the perpetual plates.
I contacted Marco and explained the situation and they said they would get a call tag to me.
Ten days went by and I followed up with a second call. The person I spoke with said that they had no record of my request. She said she would take the information and see what she could do and get back with me.
Another week went by without a call, so I called them a third time. The person said she was going to speak with a supervisor to see if a call tag would be necessary, or if they could just issue a credit.
A few more days went by with no call. I made a fourth call to see what the response was to her request. It seemed that each time I called that we hadn't even spoken before. This time she said that she would walk it in, ask herself, and call me back the same day. Didn't get the call.
A couple days went by and I called a fifth time to check on the status. Needless to say, at this time I was about to lose my mind. I explained to the person on the phone that this was the fifth phone call I have had to make to follow up on this silly credit. She said that she was just going to make the decision, put herself on the line, and just issue me the credit.
I did finally receive that credit.
A day or so later I had a personal visit from our territory rep out of Chicago. He had heard that I was a bit upset. I tried to explain that I was not alone, and that he should visit this forum to get a feel for what he may not be hearing about. He seemed to dismiss that recommendation, but may have come by to check.
He explained how big Marco was getting, and that they were just having some growing pains. I personally think the problem is much, much greater than that. Time will tell, but I'll be waiting on the sidelines until I see improvements in many areas. |