Help Dealing With My LDS

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I understand the issue associated with shipping cost and the size of the order and waiting to make one large order. I can't believe that it would take 3 weeks to place an order. That doesn't seem right.

What's not right? maybe the tank boot comes from the tank manufacturer and they only order tanks once a year. Maybe it comes from the "little plastic doodad" place that has a $500 minimum order and they only order a couple of times a year.

If they couldn't get it for you in a reasonable length of time they should have said something, but it's not really too surprising that it didn''t come in yet.

Just tell them "thanks anyway" and get your money back and order it from somewhere that has it.

Terry
 
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Ebay?
 
Scubatoys? Leisure Pro? Divers Direct....etc...etc...etc...

Doo dads aren't usually much cheaper through the online people, I don't hesitate to order online if my LDS doesn't have any in stock, and it's not something that needs "serviced".

One caveat; I DO give them the benefit to see if they have it or if it's coming in before I jump online! I just don't click "LP" and start shopping...the LDS is my first line!
 
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I understand the issue associated with shipping cost and the size of the order and waiting to make one large order. I can't believe that it would take 3 weeks to place an order. That doesn't seem right.

In most of the country during this time of year it's not at all unusual for a shop to have to wait 3 or more weeks to make an order. Most shops are trying their best to hang on for the next 2-3 months until business picks up again. The average shop lives on the margin throughout the year.

This year things have been extremely tough, with shops and charter boats going out of business all over the country due to the economy. Many of the bigger dealers and even the manufacturers / vendors are hurting right now.

If you need the item now, get a refund and order from where you must. If you can wait, give the shop the benefit and be patient - your patience will likely be rewarded when times are better. Talk to the shop about it, and if you're not comfy with their response or attitude, bail on them. They'll understand (or at least should).
 
Hard times are no excuse to screw your customers. You tell them how things are upfront, you keep the promises you make, and if per chance you cannot then you explain and apologize. This shop could well be losing a $500 sale in the future over a $10 piece of plastic today.
 
Its not right! When I worked at a dive shop in Oregon we would have to place large orders at one time, so we would tell the customer it would take a few weeks or whatever. It's BS to give a customer the run around and expect them to just wait for it! The diver is trying to support his LDS and gets screwed! So dont complain when divers shop online!
 
It is really this type of situation that allowed some of the internet dealers (like us) to grow. We had a policy since day one... never wait to order anything. If I'm a shop without a tank boot, and a customer wants one... then obviously, I need at least one to go and one to show.... so what da' heck. I call up and order 2, (or in our case now... 200) But even if I thought I would never need this item again, I'd order the one and get it shipped that day. Would I make a profit?? Probably not. My cost of shipping would probably match the margin I would get on the boot... so I would be selling it and make nothing... But, if that customer asks for his money back, and gets it somewhere else - I still make nothing - and I have a customer that may not come back to us in the future as we did not take care of him.

Tank boots normally are made by UK (underwater Kinetics) and are also distributed through 2 other distributors we deal with, and all three sources will sell and ship just one if I order it... And while I'm ordering the tank boot, maybe I pick up a few lights I'm out of, or a knife or two, or a wetsuit hanger... Or through the other distributors, they sell thousands of products - so perhaps some mouthpieces, a reg hose or two, whatever. You can always find a few products to add to a single order that you need so as to split the shipping cost among several products.

With our inventory, we normally have most all items in stock - but honestly, there are times when we might be missing something. If that is the case, we probably already have it on order, and if not, we order it. Then we email, and call the customer and give them the projected date from the manufacturer when it will arrive. We date that order with the arrival date, and if it does not arrive on that date, we get a status update from the manufacturer and again, pass that info to the customer.

Inventory control is very important - but good communication with customers is even more important.

So in my opinion, this is a case of someone too worried about making 5 bucks profit on a small item and not seeing the big picture of customer service.
 
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...If that is the case, we probably already have it on order, and if not, we order it. Then we email, and call the customer and give them the projected date from the manufacturer when it will arrive. We date that order with the arrival date, and if it does not arrive on that date, we get a status update from the manufacturer and again, pass that info to the customer.

Inventory control is very important - but good communication with customers is even more important....

And the reason these guys do so well!!!

I used to manage a dive shop, now I manage several million dollars of inventory throughput to customers in manufacturing. In either case, I maintain the same thing - that a customer would rather have one GOOD date that it should be there, than be told repeatedly something that isn't true but what they want to hear. It doesn't take long for someone to figure out that they're being lied to.

Even if you lose that sale, you probably won't lose that customer - I think that most people appreciate honesty, even if it isn't the news they would most like to hear.
 
So in my opinion, this is a case of someone too worried about making 5 bucks profit on a small item and not seeing the big picture of customer service.

IMHO, after dealing with you guys, a LOT of shops (and not just SCUBA shops) could take lessons from y'all on customer service.
 
I actually ordered something from Scuba Toys that the computer showed they had. The guy on the phone promised my order would go out that day. So after I hung up, I guess he went about packing my order. There was a problem with what the computer said verses what was on the shelf. So in a few minutes my phone was ringing. When he could not do what he promised--he was the first to tell me-he did not wait for me to figure it out. "Mam, I am sorry we are out of. . . We do have this like product. Would you like that? Would you like us to order it? Would you like to cancel this item?" I took the like item and all was well. Another time they did not have what I wanted in stock and made arrangements to drop ship it to me--at no extra cost to me.

I like them because they have figured out how to get me what I need in a timely fashion at a fair price. And when I have had a problem, they don't give me flack--they fix it. Another time a part was missing from something I ordered and as soon as I called it was taken care of and they shipped me the part at no extra cost to me. They did not complain that the cost of shipping the part cut into their margin. They have figured out how to make it easy, affordable and enjoyable to do business with them. I don' really care how they do as long as it is legal. I let them worry about how to run the scuba business while I run mine. When I call them, I just want an item not an story on why and how they do what they do. Really that goes for most stuff I purchase.
 
https://www.shearwater.com/products/peregrine/

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