What all you snarkers miss is that I no longer give a shit. I quite simply did not make this post to get a response from the company; while they might deserve kudos for having an internet smoke-watcher, they’d get more by hiring CS reps who actually listen to customers.
I’m done. Make boo-hoo noises my way all you like.
Holy cow, what a fucking crybaby. That’s the stupidest thing I’ve heard in a while.
On the upside I need some new mats for my work truck… guess where I’m buying them from?
A Christmas present? She must have been really good this year to deserve such a fantastic gift. It’s just sad that you weren’t able to see her face light up when she opened up her custom floor mats because they sent you the wrong ones. Way to ruin this teenage girl’s holiday, Weather Tech!
It was on her list for the first car she’s ever owned and wants weather proof mats for, fuck ya ver’ mush.
Hey, I got a spare tire for Christmas when I was, what, 17? Yes, it was among a bunch of other gifts, but I don’t remember what those were. Plus, I had to treasure hunt to find it.
I actually just placed my order, too. I’ve been in the market for floor mats, and, sorry to hear the OP had a bad experience recently, but with the rest of his experiences and the other ones mentioned in this thread, I’m willing to give it a shot. I’ve never had aftermarket floor mats before, but the ones I have now are just destroyed and I had to remove them from the driver’s side as they get in the way of the pedal.
It was a fluke for me, as I made clear - I’ve bought four sets and two cargo mats over the years and still have two - one set nearly 9 years old and one approaching 5. On a quality level, they’re a 10. On a fitment level - IF they deign to sell you the right ones - they’re a 9.5.
If it makes everyone happy, I sent a long and detailed reply to them, politely dismissing any need to fix things at this point. I shipped the incorrect mats back on my dime and would rather just be done with the whole mess. I hope everyone who orders products from them, because of or in spite of my post, gets the service they tout and have formerly lived up to… and that you have no need to contact their surly, useless customer service.
BTW, a $19 set of mats from BJs (pseudo-WeatherTech in style) fit just fine… and 100% better than the ones they shipped me.
Oh, and Bob D… that fuckyaverymuch came from my 21yo daughter, who was reading your snark over my shoulder.
It used to be that when I bought a new car the first thing that I bought was some WeatherTech mats. They fit, they kind of matched (maybe) but looked “industrial” shall we say. Then it occurred to me that when I sold the car the only thing that looked brand new was the original mats that had been removed and never used. So what’s the point?
I use the factory mats. I use some detergent and a power washer on them once a year and let them go with the car. I know there are cases where the WeatherTech mats make a lot of sense (heavy use, a lot of mud and slush, etc.), otherwise they are sort of like putting clear plastic covers over your living room upholstered furniture.
Sometimes employees have a bad day. I know the OP has never had a bad day at work, he is always chipper. :rolleyes:
Shit happens dude. If you tell every company that makes a mistake to fuck off and die pretty soon you won’t have anybody to buy from. All companies make mistakes. You have to give them a chance to respond and see how they preform, that is the test of a company.
I have to tell you after reading this thread, it makes me want to throw away my factory all weather mats and call Weather Tech to buy replacements.
Anybody else think that Dan3345, the Weathertech rep above, is sending a link to this thread around the office so everyone can see what a moron Amateur Barbarian is?
I hope so.
Nice. My dog is reading your tantrum over my shoulder. She says you’re a whiny bitch (and she should know).
I do understand all this, and I can’t think of a time I’ve blown off a company because of one mistake. This wasn’t a single occurrence. It was three, over about eight-nine days. An ignored email. A followup email that took two days to get a thoroughly useless and insulting reply (I should post it). A call a few days later that was apparently a huge pain in the ass for the CS rep to deal with. That’s not “a bad day,” that’s one fucked up customer service system. It wasn’t just rude - I can deal with rude. It wasn’t stupid - I can deal with stupid. It was “you fucked up and quit bothering us” - not once, but three times.
I did respond to “Dan,” as I said. I’ve heard nothing further, but then, I asked nothing further. Ball’s in their court if they think following up has value; I’d rather hear a report about how Dave MacNeil went into the CS department and kicked some ass than get my shipping cost back.
I also had an interesting encounter with the FedEx guy. Unsolicited, he said, “Oh, yeah, we send a lot of these back.” Telling, no? Shouldn’t a company that makes such a big deal out of their product quality and fit have a better “satisfaction” model? Maybe my case was extreme for some reason, but it’s not likely to be a fluke - and I wonder how many people order those mats, in good faith, and end up just keeping them despite the total lack of fit?
I thought it was more useful to make the matter public than batter a settlement out of them in private. If that makes me a whiner, fine. If it means all those rushing out to buy WT mats are a tad more cautious about getting the right ones, victory. If it means WT’s CS department had a bad, bad day this week… better.
A similar customer service experience.
Recently I tried to cancel the VOIP phone service I’ve had since the summer. During that whole time, I had frequent dropouts during calls that made conversations almost impossible. I worked with tech support on several occasions and tried many different settings for the cable modem/router, but all to no avail. Eventually, in the last few months, I made no outgoing calls at all over VOIP, and immediately told all incoming callers to hang up and use my cell number instead.
So when I moved, I signed up for a new landline from my cable/Internet provider, and called the VOIP provider to cancel. The person I spoke to tried to get me to stay on, offering to put me in touch with some sort of advanced technical support, but I said I had already wasted enough time trying to fix the VOIP service, had a reliable service I was happy with, and just wanted to cancel.
During the whole call the agent was civil, but cold and not particularly helpful, and was clearly repeating canned responses. She also pushed very hard to keep me from cancelling, almost to the point of rudeness. I had to insist rather forcefully that I really wanted to cancel, and wouldn’t change my mind. She finally agreed, but said I would be charged an early termination fee of about $100.
Outraged, I refused to accept it, saying that I wouldn’t pay to get out of a contract they weren’t fulfilling by providing me with a usable service. She said it was automatic, and there was nothing she could do. I asked to speak to a supervisor, but she said there was nothing a supervisor could do either. I said fine, I would dispute the charge with the credit card company.
Within minutes of ending the call, they charged the fee to my credit card, and I started the dispute process.
I got to thinking about it, and went to the VOIP provider’s Facebook page, where I saw that some customers had posted complaints and received replies from the company asking them to send a private message to discuss the matter. So I sent them a Facebook PM outlining my experience.
Within 24 hours I received a call from a very friendly and helpful person on the “Executive Response Team” who said that they had reviewed my record and would reverse the charge “as a courtesy.”
That was all I was looking for, but like the OP, I found it irritating that I hadn’t gotten a more helpful response to my first call. But if I hadn’t thought to use Facebook, I would have been left with a strongly negative impression of the company.
I’m left wondering if the experience the OP and I had – a negative response to the first (private) complaint followed by a conciliatory answer in a more public venue – could be a cynical corporate strategy: save as much money as you can even if it pisses some people off, as long as they aren’t savvy enough to complain on Facebook, Twitter, or somewhere else that gets the company negative attention. That is, only be nice when other people are looking.
That would be the viable business model, yes. Do you honestly think they’re in business to provide a reliable service, make the customer happy, and feed homeless kittens?
They want to make money. Whatever they can do that doesn’t undermine their overall public image, they will do, to make money.
That’s why I’m so sorry that **Barbarian **didn’t take what’s his face up on his offer - it’s their own business model. Essentially, the customers who bitch and moan on social media are still following the customer service script, they’ve just moved up the chain again. Don’t take it personally, or feel like you’re being a bitchy customer - if they didn’t want people to bitch on social media, they’d have better phone or email based customer service.
What they’re wanting is just what you did - that you’ll complain in public, and they’ll respond, and there will be a public record of them making things better. If they didn’t want social media to be a valid option for addressing customer complaints, they’d just ignore you. But this way, they’re getting some nice “grassroots” PR off of your situation, so even if they lose you as a customer, or can’t make you happy, they can make a very public effort to try, and (as you can see in this thread) gain some new or potential customers in the process.
Horse. Shit.
He probably meant “boxes”. 
Just a final followup, here.
Weathertech took their time processing my return - five days after the tracking info said it was received, I sent a followup email and was told they were backed up over the holidays. Fair enough.
When I finally checked the credit on my credit card, it was for $54.95 - the price of the mats. No refund for shipping. Which means that the original disinterested customer service rep didn’t listen to a word I had said and issued the return as “customer’s fault.” No real news there except confirmation that everything I said to Weathertech in multiple emails and conversations was blown off.
Two full months later, they are *still *selling the wrong mats for my vehicle. It’s apparently not worth it to them to check the fit on a fairly popular model of car and stop shipping ill-fitting mats to those who order in good faith and a belief in their well-hyped customer service quality.
Even though I’m out $30-odd for to and fro shipping, this isn’t about me individually - at least, it’s not about me as a formerly satisfied WT customer, because their entire attitude towards that guy was basically “Fuck off, you idiot, we don’t care.”
Sure, it could have been about me, Mr. A. Barbarian, loudmouthed dissatisfied customer, and gotten me something between a swap for the right mats without extra shipping costs or a completely free set of mats… but you know what? I wasn’t really interested in special treatment because their social media manager is trying to put out an online fire.
And in the end, it’s about all WT customers, because nothing about the experience filtered back far enough to have them fix the basic problem. I have no doubt at all that they’ve shipped dozens of those wrong mats in the last two months… and the poor saps who got them figured either they were stupid or mis-ordered or just ended up being out return shipping for no good reason.
Well worth my $30 to find out what really lives behind the glossy ads.
I wouldn’t blame them, personally, after your attitude in this thread. It was clear that you would still slam them and rant about how shitty their company is no matter what they did. And more importantly to me, you’d be rude and shitty to individual customer service employees because you hold them accountable for the entire company.
Fuck. That.
If someone is being a rude asshole, they will get (and SHOULD get) only the bare minimum of customer service results. Don’t be such a dickhole next time.
Since you apparently didn’t bother to read any of the earlier thread, I’ll retype this real slow for you.
I wasn’t a dick to them at any time in the process. I tried four times to explain the problem and help them work out both my issue and their problem. I was treated like dogshit at every turn… by a company that runs fifty pages a month in advertising boasting how great they are.
I gave them one last chance to treat me, Mr. Noname Customer, right. They didn’t. They still haven’t fixed the problem that started it all. Their notion of a solution is to try to soothe the guy who did yell about it… which is not the same guy that dealt with their PMS-y customer service turds, and politely.
Had they credited me with the original shipping (indicating that they’d at least grasped the gist of what I was trying to tell them) and had they fixed the product listing error that started it, I would have posted that here with at least grudging kudos. It was deeply disappointing to have to post otherwise, but it was their choice to handle it all this way.
Sorry you can’t read. But then, neither can they. You’re a perfect match.