Bad customer service experience with Fixe Hardware

Kenan wrote: I don't need my "balls to be cupped"

Man, I do. Who's going to volunteer?

Dave Bn wrote:So Fixe sells cams to retailers whom mark the cams up somewhere between 20-50% (I'm assuming at least 30% because Mountain Gear is selling them at 25% off and I doubt there taking a loss on them). Then Fixe sells cams at retail price to consumers (in essence making 20-50% more per cam than selling to retailers) and treats their customers like shit. Yeah, I can see how there are people defending the company here...

And least he's staying true to his personality and love of the sport (unbridled sarcasm).

I too long to have a job where I can tell other people to fuck off.

David Barbour wrote: He retains self-respect because he's not replacing his own personality with superficial customer service jargon.

I'm not sure how providing poor customer service is maintaining self respect but in terms of business decisions I would think that publicly flogging a customer who just dropped full retail price on your product would be a poor one. I wouldn't have sent Kenan a free cam or a refund but I would have provided him with a reason to feel good about spending a little extra cash to get his new cams from me. Don't want to help your customers "feel" good about their purchases? Then step aside and let someone else do it for you. There are plenty of top notch businesses out there that are making a fair profit AND providing excellent customer service.

I'm sure a 20% off coupon on his next purchase and a polite explanation of why he couldn't refund his money or send him free gear would have gone a long way in preventing this thread from ever happening. Instead Kevin chose to "retain his self respect" at the expense of damaging his reputation and erasing future sales. Which one of these two reactions do you think will work out better for him in the long run? Which one will "cost" him more?

Keep having pride in "you're people" Kevin. You'll have lots of time to maintain your self righteous indignation while you're swinging that hammer and cutting into MY business after Fixe sees this thread and gives you the ax as their middleman.

And BTW...what, exactly, is it that you personally add to the value of this product?

All Kevin had to say in the first email response was:

"I wish I could, but due to agreements with our retailers we are unable to sell our products below MSRP.

Apologies,
Kevin"

or something of that nature and all would be well, yes?

I'll concede and retract some of my comment; however, a “white whine” is simply an American whine. My point was more that our energy can be better spent trying to do something productive than complaining about not getting a deal. And by productive, I don’t mean smearing a company in an online forum. My final words on this, I’m out!

I love my job! I can and sometime do tell unreasonable people to fuckoff. However, I am well aware of the cost of those words: loss of buisness and so on. IMO if they are your CUSTOMER you need to set your personal feelings about them aside and treat them like a CUSTOMER. Customer service is #1 for me as a consumer, I hate buyers remorse. I will go where I am treated best, cost is secondary. I try to "help" my local shop but when they dont reciprocate, Fuck'em. Its off to the big box I go where they stand behind what ever they sell, Thats the breaks! Buisness should not be expected, it is EARNED!!

MaryR wrote:My point was more that our energy can be better spent trying to do something productive than complaining about not getting a deal. And by productive, I don’t mean smearing a company in an online forum. My final words on this, I’m out!

OP stated numerous times this has nothing to do with not getting the deal... it's the poor custy service that resulted from asking for one.

MaryR wrote:I'll concede and retract some of my comment; however, a “white whine” is simply an American whine. My point was more that our energy can be better spent trying to do something productive than complaining about not getting a deal. And by productive, I don’t mean smearing a company in an online forum. My final words on this, I’m out!

Good thing it's your final words...I was going to have to lend you a shovel for that hole you're digging. Good luck with that Africa thing.

MaryR wrote:I'll concede and retract some of my comment; however, a “white whine” is simply an American whine. My point was more that our energy can be better spent trying to do something productive than complaining about not getting a deal. And by productive, I don’t mean smearing a company in an online forum. My final words on this, I’m out!

And climbing is an unproductive hobby. What's your point?

EDIT: Most hobbies are pretty unproductive.

Jake Jones wrote:Hahaha. Good grief. Poor Mary.

I can't resist this...haha!!!

Great Stuff!

MaryR does not have any contributions that have been rated Great or Useful.

JesseT wrote:All Kevin had to say in the first email response was: "I wish I could, but due to agreements with our retailers we are unable to sell our products below MSRP. Apologies, Kevin" or something of that nature and all would be well, yes?

Why should Kevin apologize? OP bought the gear at the price he was willing to pay, and received the gear as promised. As far as I'm concerned, Kevin full filled his part of the agreement. If the delivery was delayed, or missing items, then yes, Kevin should apologize and work something out.

divnamite wrote: Damn, IRS tells you to fuck your mother? That's harsh!

I'm pretty sure Joe Pesci tells you that, not the IRS.

According to Turban et al. (2002),[1] "Customer service is a series of activities designed to enhance the level of customer satisfaction

So had Kevin sent Kenan a free T-Shirt Then......

divnamite wrote: Why should Kevin apologize? OP bought the gear at the price he was willing to pay, and received the gear as promised. As far as I'm concerned, Kevin full filled his part of the agreement. If the delivery was delayed, or missing items, then yes, Kevin should apologize and work something out.

First off, in customer service it's classy to apologise when you don't have to. There's obligation, then there's class. Do you want to be treated like a my-part-of-the-agreement-has-been-met-machine, or like a person?

Say you're going to the convenience store for a 6 pack. After you pay for the beer the clerk insults your mother. Do you want to go back to that store next time? I mean, the clerk fulfilled his part of the agreement.

There's nothing wrong with "I'm sorry that I'm unable to provide the experience you're looking for". It's way better customer service than "This is how it is. Deal."

Kevin Daniels aka KD wrote:totem a spanish company receiving government subsidies a company selling at wholesale pricing that undermines the entire structure of shops with paid employees. a company thats #1 goal is $$$$$$$$$$$$$$$$$$$$ fixe hardware a company i could have made so much $$$$$$$$$$$$$ with selling the products as totem does for the last 20 years !!!! i would rather love and support my sport, people and swing my hammer on a jobsite when needed kevin daniels

Kevin, just to clarify:

Totem is not receiving subsidies. We get the capital needed to start with the manufacturing and commercialization of Totem Cams from various sources:

- Our pocket.
- Venture capital investment group. This group is government dependent. They invest on our project with a certain conditions that can be or not be profitable for them. The time will say.
- Three loans guaranteed by our patent.

We are now paying back the loans and we will need to pay to the venture capital investment group an amount fixed by the conditions we firmed.

We sell our products in US at a given price to compete with another brands. Our price is not lower than our competitors price excepting Fixe, and in the case of Basic Cams the price is the same as Aliens price when they were made by CCH.

And to be clear: our first goal is to get a job where we will be happy, trying to improve climbing gear. Many times is not easy nor comfortable.

I hope I earn your respect.

^^^^ That is called being polite and professional. Another great reason to buy from Totem.

I knew next to nothing about Fixe USA before this thread. After what I have read, I think that I will be spending my money elsewhere.

NC Rock Climber wrote:^^^^ That is called being polite and professional. Another great reason to buy from Totem. I knew next to nothing about Fixe USA before this thread. After what I have read, I think that I will be spending my money elsewhere.

After all, that's what customer services is all about. How many customers exponentially have been potentially lost or dissuaded from a purchase just from this one simple email exchange and ensuing thread? One thing you learn in school about marketing, the power of word of mouth is substantial. From one single $20 positive experience with Colorado Crack Gear I've already made two positive posts on this site in reference to my purchase. Then mulitply that by the people that might read it and consider a purchase or my friends that I recommend. It's a big deal.

After quality of product, quality of service is the next big thing on my list.

MaryR wrote:I'll concede and retract some of my comment; however, a “white whine” is simply an American whine. My point was more that our energy can be better spent trying to do something productive than complaining about not getting a deal. And by productive, I don’t mean smearing a company in an online forum. My final words on this, I’m out!

Yes you can Mary! So let me get this straight Jake, you're offended by the racial implications of a white wine comment but chauvinism is perfectly acceptable in your view (see quote from another thread below)? Talk about the pot calling the kettle black.

Jake Jones:

Aeryn wrote:
"So my "Totally Mindless Chalk Use" post has led me to an additional question... what climbing etiquette should be abided by? For me, climbing etiquette involves: 1. Climbing thoughtfully. That covers a lot... but with respect to chalk (as that is what prompted this post), use chalk sparingly and only when necessary, don't leave handprints or other doodles, and do what you can to ensure you are not dropping chalk bits behind you; 2. If you are camping at large, don't camp next to someone (without their consent) just because it is a choice spot... some folks just want to be left alone; 3. If you are at a crag and there are only two other people there, don't set your anchor on top of theirs and climb the routes they are on (again, without their consent)... climb something in close proximity; 4. Pick up after yourself. "Leave no trace" is a damn good rule to live by. Also, I wholeheartedly encourage everyone to pick up the trash others have left behind; 5. Don't climb up someone's ass... not literally (again, if you have consent, go for it), but when on crowded routes be patient; 6. Keep quiet unless circumstances indicate otherwise. Lots of us like to get lost in the solitude of the rock... respect that and don't be rowdy unless rowdy is called for; 7. Don't put cigs out on the rock. It leaves a mark that is kinda ugly (imho); 8. If you add webbing, etc. to an anchor, be conscientious of what's left behind. If you add new, consider cutting and carrying away the oldest piece.... That's all I can think of at the moment, but I'm certainly interested in others' ideas. Though I rarely climb with others around, might be I've been pissing a whole lot of folks off without even realizing it..."

What are you wearing?

Furthermore, Scott McMahon said:

I can't resist this...haha!!!

Great Stuff!

MaryR does not have any contributions that have been rated Great or Useful.

Maybe Mary is just out warming up on climbs 2 number grades above your project instead of racking up great comments on MP, Scott.

Consider this a gentle reminder of Rule #1. And now back to your regularly scheduled programming of a pissing contest of completely irrelevant opinions regarding customer service.

And when do the new BD cams come out? Kevin has more problems to worry about than some bad customer service.

TheBirdman wrote: Yes you can Mary! So let me get this straight Jake, you're offended by the racial implications of a white wine comment but chauvinism is perfectly acceptable in your view (see quote from another thread below)? Talk about the pot calling the kettle black. Jake Jones: Aeryn wrote: "So my "Totally Mindless Chalk Use" post has led me to an additional question... what climbing etiquette should be abided by? For me, climbing etiquette involves: 1. Climbing thoughtfully. That covers a lot... but with respect to chalk (as that is what prompted this post), use chalk sparingly and only when necessary, don't leave handprints or other doodles, and do what you can to ensure you are not dropping chalk bits behind you; 2. If you are camping at large, don't camp next to someone (without their consent) just because it is a choice spot... some folks just want to be left alone; 3. If you are at a crag and there are only two other people there, don't set your anchor on top of theirs and climb the routes they are on (again, without their consent)... climb something in close proximity; 4. Pick up after yourself. "Leave no trace" is a damn good rule to live by. Also, I wholeheartedly encourage everyone to pick up the trash others have left behind; 5. Don't climb up someone's ass... not literally (again, if you have consent, go for it), but when on crowded routes be patient; 6. Keep quiet unless circumstances indicate otherwise. Lots of us like to get lost in the solitude of the rock... respect that and don't be rowdy unless rowdy is called for; 7. Don't put cigs out on the rock. It leaves a mark that is kinda ugly (imho); 8. If you add webbing, etc. to an anchor, be conscientious of what's left behind. If you add new, consider cutting and carrying away the oldest piece.... That's all I can think of at the moment, but I'm certainly interested in others' ideas. Though I rarely climb with others around, might be I've been pissing a whole lot of folks off without even realizing it..." What are you wearing? Furthermore, Scott McMahon said: I can't resist this...haha!!! Great Stuff! MaryR does not have any contributions that have been rated Great or Useful. Maybe Mary is just out warming up on climbs 2 number grades above your project instead of racking up great comments on MP, Scott. Consider this a gentle reminder of Rule #1. And now back to your regularly scheduled programming of a pissing contest of completely irrelevant opinions regarding customer service.

Hey Birdman not sure what you are trying to do there buddy... Less I miss my guess that comment on "white whine" by mary violated rule #1 in the first place. If you are friends with Mary and trying to defend her comments, cool. Friends are good.