View Full Version : customer service
01-03-2011, 11:50 PM
I called traxxas today to check on the status of my repair. I was busy at the time so when I got to the point of hitting 1 or 2 on the automated line, i accidentially hit the line for dealer. Whoever the customer service rep was got very rude with me. He questions me "Well why are you calling the dealer line with a warranty issue blah blah"? Its like dude, I hit the wrong button. I then began to ask him about my SEVERAL issues with traxxas products i'm having. He then proceeded to tell me traxxas is'nt having a problem bad enough to warrant recalls. He guarantees traxxas is better quality than ANY other company saying he KNOWS.. Yea... Thats a load of crap. I wont deny they are decent products, but i can tell you ive ran many other models for years with ZERO issues.. Havent owned a traxxas product that hasnt needed a warrany.. From my first a original stampede, with a failing mechanical speed control, to t-maxx's and thier JUNK fuel tanks.. Anyways, I felt very disrespected and belittled.. There is no reason any person working for traxxas should be "Mr. Know it all" when thier products are clearly failing me and my nephew~ Definatley makes me reconsider sticking with this company..
01-03-2011, 11:55 PM
Im brand new to the r/c community and broke and axle about the second day I had my 4x4! Called them up and guess what...descent people had 2 spares in less than 4 days during HOLIDAY SEASON!!! May b you got that one ... but ive called probably 3 xmes since for support and have got nothing but help and answers! sorry he did you like that
Please watch the Language. *'s in posts MUST be edited out.
01-03-2011, 11:58 PM
How many times do you need to post this before you feel like you've got your deserved pound of flesh?
email@example.com or 1-888-Traxxas are the correct venues for this type of complaint. Besides, I'm certain that you'll get an Ivory Soap percentage of people who will tell you how excellent Traxxas support is and how well the CS treats them, not to mention how well the company stands behind their products.
01-04-2011, 06:50 AM
I worked phone support for 10 years. I would bend over backwards to help polite people who asked nicely. Grandma told me that you catch more flies with honey than with vinegar, and that was never so true as on the phones. When a customer called in angrily demanding things, calling the product crap and loading me up with attitude and issue after issue after issue, (especially when we were slammed) I would quietly be as polite as he should have been and then proceed to follow the warranty exactly to the letter and doing NOTHING extra to help. I never, ever, not even even one time found a situation where any of the guys got sideways with a polite customer who was respectfully requesting help. You get out of it what you put into it. Reap what you sow, etc... I never understood why people who wanted help (the basic premise of a call to tech support) would not practice decent social skills when asking for that help. Its just like marriage, you be good to mama and she'll be good to you.
Anybody who has ever worked in customer support can tell you the same story.
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