I'm glad you're posting all this in public Mikey! I have nothing to be ashamed about what I've said to you in private, and the fact you would post private emails in public just shows the lengths you will go to prove you are right, instead of trying to figure out what your customers needs are, and taking care of those. That's definitely not a technique taught in Dale Carnegies book.
This shouldn't be a contest between you and I about who is right. I'm just a consumer with a problem who wants to buy your product, and you have been unwilling until recently to sell it to me, and unwilling throughout to provide me reasonably good customer service.
I sent you those emails trying to purchase a hybrid nest from you because I needed to buy a new nest, you were supposed to be launching the hybird, hell you did a product roll out in this forum to get us all informed and all excited about the release of your product, and then it never went to market. And we, or at least I, couldn't get any information about when it would go to market, and I needed to buy a nest.
It's incredible how hard I've had to work to buy your product. You didn't give us an accurate idea when it would be available for sale, I had to literally hound you to find out when you were going to release your product to the market, I even let you know that I needed it right away and if you could sell me one it would really help me out, of course you refused, (why would you do anything to try to meet the needs of your customer?) You not only refused, but you also refused to let me know when I could expect it to be released. I had been waiting to make a purchase from THA because I wanted to order more than 1 hybrid nest from you, and I was going to split what I was buying between THA and AntsCanada. Unfortunately for you, I wasn't able to do that because you couldn't get your product to market, and I was sick of waiting for it. I needed to make that purchase. I had ants that I needed to get into nests. I sent you that email because I wanted you to know that your inability to get your product to market, and your unwillingness to do whatever you could to try to meet the needs that I had, sent limited purchasing dollars to one of your competitors, instead of at least some of it going to you. Then, completely unexpectedly, I hear, not from you but from someone else, fa competing vendor, no less, that your product is not only available for sale, but that it's been available for a while and other people already have them, and I had no idea they were even available.
I started out (before purchasing anything from you) a raving fan of yours. I love your youtube videos, I think your GAN project is great, and I love the PI and the Philippine people in general.
I was a raving fan of yours when I reached out to you earlier this year about some products that you had sold, but weren't available in for sale currently. When I inquired about them, you were not forthcoming at all with information about why the products couldn't be purchased, only that they can't. I couldn't figure out why you wouldn't want to provide me the products I wanted to buy, or if you couldn't, explain why you couldn't and try to find out what I really wanted and why I wanted it, instead of wanting to purchase what you had available. It seemed to me your attitude was, you'll buy what I decide to sell you, not what you want to buy. I was confused and a little irritated by that, but I did have a very positive experience making a GAN purchase from you, and I was still a raving fan of yours, so I let it go.
Then, the incident in the chat room happened. I was shocked at how you ignored my questions in there. You simply were refusing to answer them. Everyone in there saw it. People who are loyal to you saw it and commented to me about it, about how odd it was. The way you treated me in that chat converted me from a raving fan, to a dis-satisfied customer. I decided I was not going to let that go. I reached out to you on this message board, and by email, and still received no response from you. You made it clear that how I felt about the way I was treated, and the feedback about how I felt about it didn't seem to matter to you. Instead of responding positively to my problem, you made excuses for why you did what you did, and even worse, re-visioned the incident to try to make it look like what I was saying was not factually correct. you were completely quiet about it for months, and then when you did finally say something about it, you re-visioned it. Instead of taking responsibility for the way you treated me, and vowing to do better, you blamed me for it. Like any good businessman would. <sarcasm>
It was very difficult for me to purchase any of your products after that, but I decided to try to put the past behind us and make this purchase, in part because I really like that product and think it may solve a problem I'm having, and I really want to try it, so I decide to buy even after I was treated poorly by you, and when I made a very polite inquiry about why I hadn't received it yet, you make a public, snarky comment, blaming me again.
It's interesting that THA has never treated me poorly like that. It's even more interesting that T, who can be prone to having mis-communications with and inter-personal issues with people from time to time, has never treated me poorly, as you have done.
It is through dealing with you as a consumer that has lead me to become so dissatisfied with you, and when I have reached out to you, with questions or to provide feedback, I've either been ignored, or received snarky responses from you, and have been blamed by you for the problems, like the one I'm replying to.
So instead of taking all of this feedback I've given you since January or so, (customer feedback is pretty hard to come by, many companies spend money to get it) as I've been reaching out to you trying to communicate with you about other products, and felt mostly ignored and taken for granted before your roll out of your new product in the chat you attended, and asking yourself how can you use this feedback to improve your products, improve your service, improve customer satisfaction, and ultimately close more sales, you've decided I'm just trying to hurt your feelings. You know what that's fine. I couldn't possibly do any more to try to communicate with you than I have, and I don't think a consumer should have to work this hard to purchase your products.
So I don't know where you want to go from here. If you want to send this product back to me, I would really like to try it to solve a problem I'm having. If you want to have no further business dealings with me going forward that'll suit me just fine. I just ask that you let me know when you send it out again so I can talk to the mail carrier to try to ensure delivery happens.
If you'd rather cancel the order and refund my money, I'm sure I can get THA to build me something that'll solve the problem I'm having, I'm sure he'll be happy to do it, and he'll solve my problems instead of treating me poorly and then blaming me or it.
If you'd like to try to reset our relationship, I'm even willing to do that, but that will only happen if you're willing to accept the feedback I've provided you, look critically at it for ways you can improve the customer service you've been providing me, and improve it going forward. This isn't personal Mikey, it's business. You either want to earn mine, or you don't. It's as simple as that.
Edited by BugFinder, June 15 2015 - 4:02 PM.