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Author Topic: Customer Service  (Read 3098 times)

Steven

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Customer Service
« on: May 04, 2009, 05:33:30 AM »
A thread on the Brunswick forum regarding a Twisted Fury Warranty issue got me thinking about service in general.

Have there been any studies published about the quality of manufacturer service when customer problems arise? I know it's tough to measure, but just curious if it's been attempted.

There is a perception (if not reality) that Lane#1, 900Global and possibly a few others provide the highest quality/timely customer support, and that it goes downhill from there.

Anyway, are there any studies conducted by BTM, BJI or another entity that have addressed this?
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Buddy Christ

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Re: Customer Service
« Reply #1 on: May 04, 2009, 01:34:57 PM »
From what I've read, Visionary ranks really high.

Edit- I don't know of any studies though. Just word of mouth.

Edited on 5/4/2009 1:35 PM
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Powermachine-

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Re: Customer Service
« Reply #2 on: May 04, 2009, 01:47:31 PM »
i know visionary is good, when i had some badinstances they helped me out 2 years ago.
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Sandbagging since 1989
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Brickguy221

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Re: Customer Service
« Reply #3 on: May 04, 2009, 01:54:48 PM »
I've received excellent service from Lane 1. It is so good, that in one instance, they even replaced a ball that they didn't really have to replace.
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"Whenever I feel the urge to exercise I lie down until the feeling passes away."

Brick
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"Whenever I feel the urge to exercise I lie down until the feeling passes away"

backswing_aplenty

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Re: Customer Service
« Reply #4 on: May 04, 2009, 02:18:27 PM »
So you got way more than the required 20% extra...?


backswing
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Professional Approach Staff So Cal
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solid9

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Re: Customer Service
« Reply #5 on: May 04, 2009, 02:25:02 PM »

  I have had great service from Storm and Brunswick, very poor service from Ebonite.
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Brickguy221

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Re: Customer Service
« Reply #6 on: May 04, 2009, 03:15:58 PM »
quote:
So you got way more than the required 20% extra...?


I didn't know the 20% was a requirement, but if it is, so be it. ....Whatever floats your boat.
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"Whenever I feel the urge to exercise I lie down until the feeling passes away."

Brick
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"Whenever I feel the urge to exercise I lie down until the feeling passes away"

DON DRAPER

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Re: Customer Service
« Reply #7 on: May 04, 2009, 04:19:00 PM »
the following are companies i've received great customer service from and will continue to support:

brunswick
vise grips
3G


the following ae companies i have received terrible customer service from and will never deal with again:

dexter
linds
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Nicanor

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Re: Customer Service
« Reply #8 on: May 04, 2009, 05:29:52 PM »
I don't speak Spanish so Brunswick and Morich are out.


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Nicanor (Ten On The Deck)
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Nicanor (Ten On The Deck)

DON DRAPER

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Re: Customer Service
« Reply #9 on: May 04, 2009, 09:49:55 PM »
i don't speak spanish either......but then again neither does ron bragg, brunswick sales rep for the midwest. i find it very easy to speak to him. robert lawrence of brunswick also speaks fluent english
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JustRico

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Re: Customer Service
« Reply #10 on: May 04, 2009, 10:09:07 PM »
The smaller the company, i.e. Visionary, Lane #1, Global, etc. the easier it is to deal with issues. When you do a small volume in sales, it is much easier to take care of fewer customers. When you have companies that do the sales that the big 3 do, it is MUCH harder to take care of everyone and not leave someone out. As well, someone merely posting on Ball Reviews is a SMALL minority of the buying population, whether you want to believe it or not.

In a shrinking market, the smaller companies are doing less & less, it is very evident in the amount of bowling balls made, as well as sold annually. Don't be surprised if more than a one of these are gone soon.

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tburky

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Re: Customer Service
« Reply #11 on: May 04, 2009, 10:29:55 PM »
quote:
The smaller the company, i.e. Visionary, Lane #1, Global, etc. the easier it is to deal with issues. When you do a small volume in sales, it is much easier to take care of fewer customers. When you have companies that do the sales that the big 3 do, it is MUCH harder to take care of everyone and not leave someone out. As well, someone merely posting on Ball Reviews is a SMALL minority of the buying population, whether you want to believe it or not.

In a shrinking market, the smaller companies are doing less & less, it is very evident in the amount of bowling balls made, as well as sold annually. Don't be surprised if more than a one of these are gone soon.

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Formerly BrunsRico


Would not surprise me to see all of the smaller companies perish.
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TheDude

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Re: Customer Service
« Reply #12 on: May 04, 2009, 11:11:32 PM »
Storm and RG have by far the best customer service. If you get them in person to can even sit them down for a beer or drink if they have the time.
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Timothy @Juniors Pro-Shops
LaSalle, Quebec-Located inside Pont Mercier Lanes.
Edmonton, Alberta. -Located inside Ed's Rec Room.(WEST ED MALL)
Keep them honest!

Ebay store updated very often: http://stores.ebay.com/gumby3170
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Timothy @Juniors Pro-Shops
LaSalle, Quebec-Located inside Pont Mercier Lanes.
Keep them honest!

Ebay store updated very often: http://stores.ebay.com/gumby3170?refid+store

Nicanor

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Re: Customer Service
« Reply #13 on: May 05, 2009, 09:00:53 PM »
Brian,

I would call and talk to Ritchie.  Get it straight from him.


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Nicanor (Ten On The Deck)
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Nicanor (Ten On The Deck)

BrianCRX90

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Re: Customer Service
« Reply #14 on: May 05, 2009, 11:27:46 PM »
sorry for venting. This happened 10 years ago when I bought a Black Raspberry. I have no idea who Ritchie is. I never bought a Lane #1 ball since then but I would reconsider.
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