Does Peggy work at your LDS?

[cerich]

ever get your tanks back?

 

[The Chairman]

I did! I was supposed to go back up to cave country the week after DEMA and a family emergency prevented that. That was good because Dave had called me and said he needed a bit more time on the one to tumble it. I finally was up there seeing family this last week (my mom turned 84) and was able to pick them up. They are all gassed up and even the valves had been cleaned! Dealing with Cave Country was wonderful and they have earned my business. Unfortunately, they are way north of me and I have also found Charlie at Underwater Unlimited in South Miami! I have dealt with them for years and actually dropped off 4 cylinders with them about a week ago. I haven't heard a thing, so I bet they are ready to be picked up. I'll call in the am first.

So its clear, there has been absolutely no communication from "Peggy", the original shop's owner. He never apologized for his failure even after assuring me that he would personally make sure it would be dealt with. Moreover he's made it abundantly clear that he resents the fact that we are discussing his failure even though I never identified the shop. Those who think they have ID'ed the shop have cited past poor service as the reason. It's apparent that merely denying a problem exists does not resolve it and opens your shop to all sorts of speculation when things happen. Peggy, the ball is in your court! There are some changes that need to be made so that this doesn't happen again. Getting mad at me doesn't resolve them. Best of luck in your endeavors!

 

[Capt Jim Wyatt]

Dealing with Cave Country was wonderful and they have earned my business.

A friend was telling me about this thread and suggested I take a look. I took a look!!

Thanks Pete for doing business at Cave Country Dive Shop .. and thanks for the good words!!

 

[Peter69_56]

I agree with TSandM, customer service is a lost art. The reason people relate to commercials that make jabs at bad customer service is because everyone has experienced it. I have comical stories from Toshiba and Goodyear this year, and positive reviews of Starwood Hotels and Costco. And everyone hears me tell these stories. If a customer speaks up about bad customer service, that business should be thankful that they are given the opportunity to make it right. Because the customer that walked out and didn't say anything is gone forever. And their word of mouth is extremely powerful, whether good or bad. One bad review showing up on google is a black mark for a company's reputation. I think if a customer's order has not been worked on in a month, that order should be free plus some in order to keep that customer's business.

I ordered a significant volume of items from Piranha Dive Manufacturing in New Castle US and live in OZ. I also specifically wanted some DIN converters but they didn't stock them. They went out of their way with a number of emails and searching for me to help which I very much appreciated. When the order arrived I found one item was incorrect. Emailed them and their response was to keep the item (value $19) and they would priority mail over the correct item no charge. Now I call that service and will be doing future business with them. Secondly I tell everyone here of their good service. We have such problems with expensive freight costs from US to OZ but they have a strategy to resolve that and so reduce the costs internationally, which is all to their benefit.

"Good news travels fast, bad news travels faster"

 

[Bill C]

Cave Country Dive Shop [/QUOTEWhy am I willing to drive SEVEN HOURS one way for this? Trust and customer service.

The quality of their service is so superior to most shops I have been to.

I have found this shop will go out of their way to help you. I had trouble with my Dive Rite inflator hose and they were not able to fix it, shop called Dive rite for me and sent me there. I was able to finish the trip. The shop did not make any money but the level of service has made me a customer. I will use them whenever I am able.

 

[Frosty]

Actually a LDS I was totally loyal to has lost my custom. They lost it because they plain and simply havent GIVEN me service.Every one of their staff is a nice enough person.But they seem totally incapable of ordering anything in.
The last case was an item on the shelf at the wholesaler ready and waiting. One phone call for over $100 profit Ida thunk woulda been worth doing.-aparently not. FOUR calls to the LDS concerned and noone had bothered.
ONE call to another LDS and the item was delivered to me within 24 hours

 

[aaen]

Netdoc,

So apparently after reading this thread, Peggy decided to pack her bags and move up to the central Vancouver Island area. That or the arse up here is from the same dumb ass gene pool. Oddly it has seemed to spread down to the breakwater area of Victoria area as well.

I believe you owe me seven o2 cleanings, as the shop failed to o2 clean my tanks and valves , then argued with me over the merit of them needing o2 cleaning, because all he did was open the tanks up and take a look, then sealed em right back up. Oddly I never got a o2 clean vip sticker either. I spoke with my wallet after trying to educate him and never went back. Now I just clean, vip/hydro my own tanks.

Tell you what, buy me a beer when I make it down to Florida, and we can call it even!!


Steve

Sent from my iPad using Tapatalk HD

 

[The Chairman]

Sorry about that! Yes, there are Peggys everywhere. Unfortunately, they never see themselves as the problem. It's always someone else.

 

[MNWinter]

I'm sure glad mine only takes a day if I don't ask for it sooner!

 

[BVickery]

I thought I would be having an incident with a "Peggy" today at my LDS. I got my Backplate and needed new webbing, called up and asked if they had it and how much. I was quoted 65 cents/foot. I went in and got 14 ft (I want to make sure I buy once and paying an extra 1.20 wasn't a big deal to me). I get there, all ready to go. Comes and says the total is actually 95 cents/foot. I was 'what, I got quote 65". Without blinking an eye or even fighting he goes in, corrects it and honors the 65 cents/foot for the webbing.

With LDS horror stories, thought I'd add a positive one. Though not on the horror stories of the tanks, but ehh, it made me happy.