I've followed this thread for a couple of days and rather than react immediately, I looked into the circumstances first. Rob:
You ordered parts from us on May 14, and we filled your order complete with the exception of the end casting for a rear crossbar on a Hobie Getaway. We've sold many Getaways and this is not a commonly replaced part, so we don't normally have it in stock. Hobie backordered us and we did drop the ball by not informing you about that. That's our mistake and I apologize. Our only defense is that it's mid-May and it's the week before the long weekend and the weather is hot, so we couldn't follow up without sacrificing sending one more order out. Normally, if the part is ordered with Hobie, they are pretty good with filling it. Every year, we seem to deal with one or two items that Hobie gets behind on and it's our achillies heal for that year. For the record, Hobie is outstanding at parts fullfillment when compared with the other 10 boat manufacturers we represent.
I'll accept full responsibility for not getting back to you to let you know Hobie had it backordered. In a seasonal business, it's frustrating to not get to everything you need to in a given day. In November, we have time to follow up, but there's little demand then. We can't just hire anyone to help in the Spring. Customers need knowledgeable people to talk to, so that makes May and June very challenging for us. augaug:
As for the owner having a bad attitude, I would really like to know the circumstances of this. I try very hard not to have a bad attitude with any customers. True, we all have our bad days, but I'm trying to determine when or what was said. Anything you can provide me would be helpful. If I don't know what I did, I can't correct it.
One thing I have learned: If you ever have a problem or complaint about a business (big or small) tell the owner/president/CEO. They have a stake in the business and can do something about the problem and fix it. Telling people on the internet what your problem is won't solve it. It only seems to get others going and then, in fairness to the situation, gets blown out of proportion.
I'm sorry for what has happened. If you ever feel that anyone, including myself, is not treating you properly and you feel you want to vent, please call me at 416-251-0384, or toll free in Canada 1-800-342-3644 or e-mail me at email@example.com
As the owner and stakeholder I care very much about what people say about us and I can actually do something about it. It's comments like these that make us look at our systems and look at where and how we can improve. I really appreciate any comments. I like to know what customers think, both good and bad. We often get caught in our own little world and it's refreshing to get new perspectives.
No one is perfect, especially in a hectic seasonal business, but we do try to make it right, and if we don't, let us know.
I hope everyone has a great summer sailing, paddling, pedaling, or just enjoying the waters we have.
Fogh Marine Limited