What is the deal with 5th D?

[WillAbbott]

As some of you probably read in a previous post, one of the guys at 5th D was giving me garbage the other day, and wasn't being very good in his customer service.


The issue was I wanted a 100' spool (which they had in stock) and wanted to have my DIR-F books sent with it. Well they didn't have the DIR books in right now (ran out) and he refused to send them seperately, even though I wanted to pay the shipping for them seperately to get the spool.

This happened on Tuesday.

On a side note, I double checked when registering for the class, that the cost of the books were included with the class, which they said they were.

Well what happens today? Low and behold I'm loading up my dive gear, and UPS shows up, with what? A small package from Fifth-D marked UPS 2nd day.

I open it and find a 100' spool (wow bit bigger than I thought, but cool) and a reciept, which has a spool $44, shipping at $12 (not bad I guess, I'm willing to pay $12 to get it here, that quickly. and DIR Fundamentals book at $23 which BTW isn't in the package probably because it still hasn't arrived.

The fact it came after him telling me they'd wait and ship it at the same time get's me, but not quite as much as the charge for the book, esspecially when it isn't here... typically you don't get charged when an item is back ordered until it arrives and ships.


I'm not overly upset, but primarily thinking, "WHAT is going on up there?" They act like they can't keep thier act together. The package is even got the guy who I'm sure was the one I talked to on the phone and gave me a hard time. On thier web page it says books are extra, yet when I talked to them on the phone to register, I was told it was included, I just needed to come pick it up. Grrr!

 

[WillAbbott]

ACK!

I just looked at the reciept again. and it actually says 150' spool, I ASKED for a 100' spool... I know the price is the same (or close enough) but I seem to recall the 150's are a larger spol than the 100's ??? and it's the fact they sent me not what I asked for... ACK! I know now it's the same guy I talked to, his name is on the reciept as well... don't recall if he is the guy I orriginally talked to about class, and/or the one I signed up with, theres either been 2 guys, or one guy who has a totall different attitude from day to day.

 

[MXGratefulDiver]

Will, FWIW 5th D is going thru some recent personnel changes. I know they generally have pretty high standards when it comes to dealing with customers ... but it's possible you are dealing with a new employee.

I'd say give 'em some slack ... and perhaps another phone call is in order to get an explanation of what's going on with your order.

... Bob (Grateful Diver)

 

[Bob3]

Don't forget to write down the name of the person you spoke with, too.
Makes it easier sorting out the screw up.

 

[WillAbbott]

Will, FWIW 5th D is going thru some recent personnel changes. I know they generally have pretty high standards when it comes to dealing with customers ... but it's possible you are dealing with a new employee.

I'd say give 'em some slack ... and perhaps another phone call is in order to get an explanation of what's going on with your order.

... Bob (Grateful Diver)

Probably true.

I hate to call them again, because at this point, I'll probably get the same guy, and I'm begging to border on a PAIN in the butt customer, which I don't like being. I called 2 times Tuesday, because he didn't return my call after about 2-3 hours of waiting... I can understand they were "busy" however, it didn't take him all but about 30seconds to finish my order the second time I called, there was more time taken in having me call back, or calling me back, than would have been in taking the order the first time...

Unfortunately these days it's hard to find good customer service wherever you go.

Just the other day at a retail store, my mom had to run to find the price on an item she was buying which had no tags, because the cashier wouldn't go look, or even call for a price check... what happened to the goold old days of hang on a second I'll go look, and then you RUN from the cash register to find the item, and run back with the price.

Ok got a bit off the subject.

I may call them again, maybe Saturday, as I think that might be a day I might get a different person in the shop... who knows... I don't really want to talk to the same guy again, because I know he remembers me by now, and just don't want anyone upset, I have to train with these guys in a couple months, and might want to buy more stuff at some point too...

 

[MXGratefulDiver]

I suppose, but if after all this effort you're not getting the service you're paying for then perhaps you should consider shopping elsewhere. No customer should ever feel hesitant about calling the store with questions, regardless of how many times they've called previously.

Spools you can buy almost anywhere. I know at least two other LDS in our area that carry Terkel spools, and they're as good as anything you'll get at 5th D.

Just my 2 psi ... LDS should be all about good customer service.

... Bob (Grateful Diver)

 

[WillAbbott]

I suppose, but if after all this effort you're not getting the service you're paying for then perhaps you should consider shopping elsewhere. No customer should ever feel hesitant about calling the store with questions, regardless of how many times they've called previously.

Spools you can buy almost anywhere. I know at least two other LDS in our area that carry Terkel spools, and they're as good as anything you'll get at 5th D.

Just my 2 psi ... LDS should be all about good customer service.

... Bob (Grateful Diver)

No arguments here... of course I'm about 4hours south of the area... so for me it's pretty much phone/internet orders, or whenever I'm in the area of a shop who sells such gear


Anyone know the name or the owner/manager (person typically in charge and around on a day to day basis) of 5th Dimension? Might help to talk to them if/when I call back... IF it's not the person I've been talking to already (let's hope not)

 

[kalvyn]

Anyone know the name or the owner/manager (person typically in charge and around on a day to day basis) of 5th Dimension? Might help to talk to them if/when I call back... IF it's not the person I've been talking to already (let's hope not)

The owner's name is Mark Tourtellot. He can be reached at markt@fifthd.com, or of course at the store.

Jimmie

 

[WillAbbott]

The owner's name is Mark Tourtellot. He can be reached at markt@fifthd.com, or of course at the store.

Jimmie

Thanks, and Darn... no further comment.:headshake

 

[LUBOLD8431]

I take it that is the guy you were dealing with???