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The Patey Saga - A Happy Ending

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  • <BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by Anyplace Farm: Since she owns the business, the only person I could contact was her supplier of the helmet, Patey. I spoke with the managing director. He was the one that said, "I really feel as though I should apologize, but I shouldn't." He did apologize for her behavior and my experience, which I have to say, did actually feel nice.

    Now that I've had some time to think about it, if I were him, I'd have contacted RC, asked them to send my sizing card, made me a new one, then billed RC for it. <HR></BLOCKQUOTE>

    OK. I thought perhaps that was the case but was not sure (her owning the business). With regards to Patey making a new helmet and billing RC for it -- I would have done the same were I him - especially as this whole ordeal will ultimately affect his bottom line through simple word association. The word Patey is already synonymous with RC.
    ******************************
    - slave to Valerina, the spoiled pink princess
    ~ ReRiders ~ Texas ~ BGSG cliques

    Comment


    • There's clearly only one way to settle this..

      ..


      ..Horse Court TV

      Comment


      • It seems that if it's that easy to customize a hat (steam and fit), then they could've just as easily taken the hat back and steam fit it to someone else of the same head size (if they are indeed just using stock sizes). What's the point of using that medieval torture device that serves as a head measurer if they're steamed from a stock hat anyhow? Just to give the customer the impression that the hat is custom when they just as easily could've used a tape measure? Now I don't know if Regal Crowne used that device, but I remember some vendor at St. Christopher's one year having one.

        Did anyone notice the root word in customer is "custom"?
        Strength does not come from physical capacity. It comes from an indomitable will. - Gandhi

        Comment


        • <BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by srs:
          ESG...yep I'm a troll... <HR></BLOCKQUOTE>

          Good. That's settled, then.
          In loving memory of Laura Jahnke.
          A life lived by example, done too soon.
          www.caringbridge.org/page/laurajahnke/

          Comment


          • Hey AnyPlace, aren't you off the the CC yet. Good Luck and keep us posted.
            Fullcirclefarmsc.com

            Comment

            • Original Poster

              <BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by In the Air:
              Hey AnyPlace, aren't you off the the CC yet. Good Luck and keep us posted. <HR></BLOCKQUOTE>

              Not just yet. Will let you guys know the outcome soon.

              "If you have the time, spend it. If you have a hand, lend it. If you have the money, give it. If you have a heart, share it." by me

              Comment


              • Next time you see RC at a show, go into the trailer, try on everything, pick up at least 20 items and put them down in a spot across the trailer from where they belong, then leave (of course without buying anything).
                Man plans. God laughs.

                Comment


                • Anyplace:

                  There is one piece of this that I haven't seen mentioned at all and that is the Credit Card company (VISA/MC/whoever). In my years as a merchant banker (we set up companies so they could take credit cards) it was made very plain to each merchant that YOU ONLY GET TO CHARGE THE CUSTOMER UPON DELIVERY.

                  Yes, you can take a deposit. Yes, it can be non-refundable (within reason). But no, you cannot charge the card until the item is delivered.

                  As I explained over and over to incredulous small retailers, part of being "in business" means you (the business) pay for the items up front (to the maker/wholesaler/manufacturer) and you do not get reimbursed until you deliver. Period. That's why you charge more than you pay....so you can pay the rent, the phone, your salary and front the $$ for the next folk's order if needed.

                  I have known several merchants who had their merchant number closed and their priviledge of taking credit cards revoked due to instances of charging before delivery (or shipping, both are ok).

                  My advice: contact your credit card issuer and ask how to reach the credit card company. Report the vendor for charging you seven months before the item was ready for you.

                  I will say that the credit card companies are not as diligent as in years past about checking things out on the front end (so if you do run a business and have no complaints you will probably be fine)and that is probably why so many places get away with pre-charging.

                  Feel free to PT me if I can help further
                  HaHA! Made-est Thou Look!

                  Comment


                  • <BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by Flash44:
                    Next time you see RC at a show, go into the trailer, try on everything, pick up at least 20 items and put them down in a spot across the trailer from where they belong, then leave (of course without buying anything). <HR></BLOCKQUOTE>

                    Ah. Turning a customer's nightmare into a merchant's nightmare. I like it!

                    Comment


                    • Flash44 that is hilariously brilliant.
                      http://community.webshots.com/user/cotswoldjr
                      http://temp.hillcresttrainingnet.off...m/default.aspx
                      [url]
                      Starman Babies

                      Comment


                      • Forgot, drop your coffee/soda/juice so is splashes everywhere...
                        Man plans. God laughs.

                        Comment


                        • Another classic routine... you need a friend to go with you....
                          Take lots of time, try on everything see every single option available (covering, lining, different models, etc.) and get to the point where they are ready to write up your order, only to have friend say just loud enough to be overheard, "Hey, wait a minute....isn't Regal Crowne the one who screwed so-and-so over on her helmet? Sold her a shop worn demo as custom? Maybe you should buy your Patey from someone else." And then both of you walk out.

                          Comment


                          • Now that, creseida, is brilliant.
                            In loving memory of Laura Jahnke.
                            A life lived by example, done too soon.
                            www.caringbridge.org/page/laurajahnke/

                            Comment


                            • Well, it's about time to go get that money back. May I suggest, that you not only have someone with impeachable credentials (in casae it has to "stand up" to someone) go with you, that they "fade into the background," i.e., look like they're not with you, but that you take a tape recorder in your (purse, tote bag, big jacket pocket, whatever) and TAPE the conversation. It is sure to be interesting. And a "negotiating tactic" taht I picked up from a book about 20 years ago has stood me in good stead whenever I return ANYTHING (and I'm a VERY PICKY consumer; you should hear me rip into discourteous courtesy clerks!!!) is the "broken record" technique. Decide beforehand what it is you want (in this instance, of course, it is a refund) and calmly and repetitively say to ANYTHING the nasty person says to you, "yes, but I want a refund." "yes, but I want a refund." It drives them CRAZY!!! and keeps them from getting you onto another track, w hich is , of course, their purpose in the beginning a nd in all things. To talk you into accepting something less, um, "acceptable."

                              Good luck!!! (I'm afraid you're really going to need it...)

                              Comment


                              • nodoz, I think you meant "un-impeachable".

                                Ditto the "yes, but I want a refund" technique. Works well, especially when the line behind you starts getting longer and longer and the customers more restive. Brings the managers on the run (the ones you wanted to deal with in the first place ) pronto.
                                In loving memory of Laura Jahnke.
                                A life lived by example, done too soon.
                                www.caringbridge.org/page/laurajahnke/

                                Comment

                                • Original Poster

                                  Yeah, I'm prepared and going to bring a good friend/client. I plan on using the broken record method for sure. Hopefully, she'll just refund the money without a hassle.

                                  "If you have the time, spend it. If you have a hand, lend it. If you have the money, give it. If you have a heart, share it." by me

                                  Comment


                                  • There are state laws about secretly taping conversations.
                                    Man plans. God laughs.

                                    Comment


                                    • Anyplace Farm, please check your PTs. I have sent you one.

                                      Comment


                                      • I have never understood how professionals and companies act in ways that if cosumers did, we would have our credit ruined and even dragged into court..and yet they seem to get away with it constantly??

                                        I am really sorry that this has happened to you, I see them at a lot of shows and I know the Pateys and Regal Crowne are synonomous in the Mid-Atlantic and South, so it is shame that with the popularity and profit that customer service could not be addessed in a better way.

                                        No one is perfect, no company, no horse, no trainer, but accountability and responsibilty...or at least attempts at it are simply the best ways to go..it does make a difference even when you can't fix something, to apologize and try to make amends..even if it is your own blatant fault.

                                        In this case refunding the money and saying We are sorry we can't really give you any excuse for not having the hat ready...but it isn't....would have been unacceptable of course..but I think there would be the level of ok at least they were upfront and honest and I for one would be more willing to say ok..can you have it done by lets say the end of the year if you are backed up?..and basically more willing to work with them...they still have the product you want....and the honest integrity would warm me to the human faces behind the company and the falable nature of any customer service business from time to time.


                                        M
                                        "All life is precious"
                                        Sophie Scholl

                                        Comment


                                        • <BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by Moesha:In this case refunding the money and saying We are sorry we can't really give you any excuse for not having the hat ready...but it isn't....would have been unacceptable of course..but I think there would be the level of ok at least they were upfront and honest and I for one would be more willing to say ok..
                                          M <HR></BLOCKQUOTE>
                                          Now see, that would be FINE for me. I would never have waited 7 months in the first place before I went a lot further than OP did. But, if someone said "I'm so sorry, we messed up and it's not her...can we get it for you in 45 days at our cost?"...I'd have said either "No, I want my money back", or "Sure". I'd just think they made a mistake like everyone can. But they sure did seem to dance in circles for an awfully long time after the first inquiry.

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