Icon Messed Up My Order...Am I being too demanding???

[cheeser]

If they won’t expedite the shipment, then I would expect some sort of compensation for their mistake...it was their mistake.

I understand businesses make mistakes, but they also need to take care of the customer for their wasted time...maybe a 10% discount.

 

[rayofsi]

problem is that icon is only the drop shipper here

metaltech says they sent over order correctly. But thats just them saying so.

metaltech should be taking care of all of this for you. You should not need to contact ICON who is drop shipping.

You ordered from metaltech.. Why are you calling Icon?

Icon never received money directly from you for this order.

 

[mscot]

clearly we're on opposite ends of the spectrum. Next to nothing slides in my house with my two kids. At least with my minions, you give them an inch, they try for 2 miles.

Same goes for customer service, roll over and you'll be stepped on. Not saying you have to be rude, just firm.

You missed my point. You have to learn to be able to let shit go... like that plate that broke, or the water that just got dumped on the floor, or the fact that there's toys everywhere (mine's only 19 months so he's not quite grasping clean up yet).
That doesn't mean you can't be firm but you can't let it ruin your day.

And yeah, the OP should have pushed for more realistic concessions. Asking for the moon probably blew his shot at getting a good discount.

 

[rayofsi]

I don't think you are being demanding at all. I had a similar situation when I ordered my hidden winch mount from Pelfrey... they accidentally sent me one for a Tacoma. Once I called Pelfrey, Satin without question sent me the new out immediately and I had it the next day (BTW I also live in NC), no charging my card twice, etc... they just sent a return label with the new one for me to return the wrong one. Thats the difference between a company who cares about their customers and does the right thing from the get go without having to be asked.

OP called the drop shipper, not the seller asking for next day shipping..

He should have called the company he ordered the ICON's from.

You called pelfrey, the company you ordered from.

 

[Off-choader]

problem is that icon is only the drop shipper here

metaltech says they sent over order correctly. But thats just them saying so.

metaltech should be taking care of all of this for you. You should not need to contact ICON who is drop shipping.

You ordered from metaltech.. Why are you calling Icon?

Icon never received money directly from you for this order.

Ok so what I get from OP post is that he did call metaltech.... They told him that orders are shipped directly from icon and that they sent the order right so therefore the issue is with icon.... then op continues to call icon.. again.. WHY would he call and demand shipping from a company that did everything the right way?

Icon should step up to provide a higher level of customer service, especially if they can't double check an order to make sure it is correct.

 

[rayofsi]

Ok so what I get from OP post is that he did call metaltech.... They told him that orders are shipped directly from icon and that they sent the order right so therefore the issue is with icon.... then op continues to call icon..


It makes perfect sense to me the issue is with icon and icon is the only one who can resolve it

metaltech took the order from OP. Op has problem with order that was placed with metaltech..

Doesn't matter who ships it. Metaltech is responsible to make sure OP gets taken care of. If metaltech told OP to call ICON, that is poor CS right there.

Icon has a responsibility to metaltech that placed the order.
When do customers ever call the wholesaler/distributor... for orders placed with a reseller? Metaltech makes their money from being the middle man. They need to man up and take care of OP.

 

[Off-choader]

metaltech took the order from OP. Op has problem with order that was placed with metaltech..

Doesn't matter who ships it. Metaltech is responsible to make sure OP gets taken care of. If metaltech told OP to call ICON, that is poor CS right there.

Icon has a responsibility to metaltech that placed the order.
When do customers ever call the wholesaler/distributor... for orders placed with a reseller? Metaltech makes their money from being the middle man. They need to man up and take care of OP.

Got it, metaltech should pay for icon mistake.

I had the same situation and called the wholesale/distributor, They went down the chain and solved the problem. If you think they have no obligation thats fine but other manufacturers are making sure the customer is satisfied and those are the ones that get my money.

 

[rayofsi]

Got it, metaltech should pay for icon mistake.

I had the same situation and called the wholesale/distributor, They went down the chain and solved the problem. If you think they have no obligation thats fine but other manufacturers are making sure the customer is satisfied and those are the ones that get my money.

I'm in the resale business.. If my customers have an issue, i want them to come to me, as i will solve it. If my customers have to go to the wholesaler/distributor.. I am not doing my job properly. I made the sale, i take care of them to the end.

Thing is right now, metaltech says Icon screwed up.. But we don't know if that is the case.

Even if my wholesaler/distributor screws up, i would work that out between me and distributor, to make sure customer gets taken care of.

 

[DannyLlama]

Hence why I asked for opinions here. I’m out on leave due to my wife giving birth to our son and it was the only opportune time for the appointment in the next 4 weeks. This was why I was heated at first.


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Been there and know the feeling...

"Being too demanding" formula is complicated... If you and any vendor come to a new agreement based on changes to the origonal agreement, no harm no foul.

If you are just being a a$$ which you are not, than thats a different story.

Nothing like getting great customer service. Personally, I will go to any extent to get that and will make sure to be vocal about companies that go above and beyond like [MENTION=120150]TotalAutomotiveLV[/MENTION] land companies that have lack of customer service.

They have people that work in "customer service" for these reasons. Not because everything always goes to plan.

 

[rageT4R]

***Update***

I did call MetalTech first. They contacted Icon and Icon told them that they would be in contact with me right away. Four hours later and getting awfully close to closing time, I reach out to Icon and that’s when everything transpired.

After posting this, I get a call after normal business hours. Icon reached back out to me and offered to expedite it to me with little cost to me. Yes I got upset with them, but while on the phone I apologized to the representative and acknowledged that I know it wasn’t his wrongdoing. And to the negative reaction about them charging my card a second time, they gave me two options.

1: send back the wheels with the return labels they provided and when they receive them they would send me the correct wheels
2: charge my card a second time as collateral and when they receive the wrong wheels they would lift the charge

I chose the second option as I needed the wheels ASAP. Plus, I am currently impatient because I want the first part of my build completed[emoji1]

Icon is not wrong here. They owned up to their mistake and offered various solutions to compensate for it. I truly appreciate the effort, commitment, and communication from their sales team.



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[rageT4R]

Same situation happened to me except the problem was with the 3rd party and not the actual manufacture. It was a certain rack company, They expedited me a new rack, did not put any charges or holds on my card, and let me use the wrong rack until mine arrived. In addition they gave me a free accessory... I am not saying they should bend over backwards but I find it crazy they would not give you expedited given they made an error.

Thank you by the way because you just made up my mind on the lift I am going with... king...

Their sales team didn’t have to help me, as I had ordered from MetalTech, but they did anyway. In the end, they did expedite the wheels to me as wheel as offering me free accessories to go along with it. I didn’t take the accessories as I acknowledged the fact that what they did to make up for it was enough and I was thankful for that. I was between King and Icon myself. I chose Icon, which after what I just experienced I was second guessing myself, but now know they have a team that really is THERE for their customers and will spend the TIME to make sure their customers are taken care of.


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[2112 R]

OP has a very subjective question and a lot depends on how you (OP and all replies) perceive a valued customer service experience.

Any customer can "demand" compensation for mistakes; and any merchant can refuse to meet those demands and offer alternative solutions.

Merchants have a wide scope of solutions available to address order fulfillment errors and still profit and retain customer loyalty.

If they won't agree to your first request, ask "Well what can you do for me to address this error? How can we end this conversation with a good customer experience?"
Simply ask the merchant what they can offer, and go from there.

 

[CF_Machete]

You missed my point. You have to learn to be able to let shit go... like that plate that broke, or the water that just got dumped on the floor, or the fact that there's toys everywhere (mine's only 19 months so he's not quite grasping clean up yet).
That doesn't mean you can't be firm but you can't let it ruin your day.

And yeah, the OP should have pushed for more realistic concessions. Asking for the moon probably blew his shot at getting a good discount.

I absolutely did not miss your point. I just disagree with letting things go, especially with children.

Handling business doesn't ruin my day, letting things go will.

 

[Off-choader]

Nice I am glad everything worked out, its good to hear they take care of their customers when things go awry.

 

[mscot]

I absolutely did not miss your point. I just disagree with letting things go, especially with children.

Handling business doesn't ruin my day, letting things go will.

Ok Sarge. Have fun freaking out about spilt milk.

 

[CF_Machete]

Ok Sarge. Have fun freaking out about spilt milk.

Okay hippie, have fun explaining to your kid when he/ she's 25 why everyone in the entire world doesn't think they are a special unique snowflake and that rules actually apply them.

You know this conversation is just going to derail the thread. I've already made a point that I don't let things go, maybe you should :flamethrwoer2::hippie:

 

[rageT4R]

***update***

Oh how my luck keeps getting better and better. So Icon sent it out, but now UPS screwed up the shipment and it now is delayed even more. So much for overnight shipping.

Karma is a *****.

Lesson learned..


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[CF_Machete]

***update***

Oh how my luck keeps getting better and better. So Icon sent it out, but now UPS screwed up the shipment and it now is delayed even more. So much for overnight shipping.

Karma is a *****.

Lesson learned..


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how is this karma? unless you've been a real shit in other areas of your life? this just sounds like crap luck.

 

[WVhillbilly]

I live in BFE WV. There are 3-4 shops within 40 minutes of me that can order wheels and have them in a couple days.
I don't pay shipping, and I can just go have them put on.

 

[mscot]

Okay hippie, have fun explaining to your kid when he/ she's 25 why everyone in the entire world doesn't think they are a special unique snowflake and that rules actually apply them.

Bold prediction. Can you also tell me who will win the kentucky derby and the super bowl in 25 years?