Autopia Customer Care ( Wil l)

[KBsToy]

Will at Autopia fixed me up with a Griots G15 matching Griots price and I was able to use my reward points also.

Like in other posts about customer service it does matter and Will came thru

[Accumulator]

Having *just* concluded a highly unsatisfactory conversation with a Griot`s CS Rep, I`m glad to hear that Autopia`s Reps are doing a good job. Props to Will for doing what he does properly.

[Stokdgs]

Having *just* concluded a highly unsatisfactory conversation with a Griot`s CS Rep, I`m glad to hear that Autopia`s Reps are doing a good job. Props to Will for doing what he does properly.

Sorry to hear this. Did you escalate this past this person ? I always ask to speak to the Boss..
Dan F

[Accumulator]

Sorry to hear this. Did you escalate this past this person ? I always ask to speak to the Boss..
Dan F

Nope. Though if I really cared enough I sure would. If it were *in person* you could count on it, but from OH to WA? Nah..[screw] it.

[Bill D]

Gee, I hope Griot’s CS isn’t going down hill.

[Accumulator]

Gee, I hope Griot’s CS isn’t going down hill.

This [individual] was, uhm....well below sea level. Barely a notch above "insulting" and I`m feeling generous.

[Bill D]

I’d let the higher ups at Griot’s know. No excuse for that.

[Accumulator]

I’d let the higher ups at Griot’s know. No excuse for that.

I`m content that anybody doing an Internet Search on "Lube for Polyurethane Bushings" is likely to find my thread that comments on their CS

TBH, their CS has long bugged me, but I write it off as "just how many people are these days.." Too bad, but I`m trying to not let it make me all cynical about `em. Can`t help but wonder how it`d go if Richard and I sat down for a one-on-one though.

[BudgetPlan1]

I`m content that anybody doing an Internet Search on "Lube for Polyurethane Bushings" is likely to find my thread that comments on their CS

What, ya think someone wasnt gonna give that a go?

[RZJZA80]

I`m content that anybody doing an Internet Search on "Lube for Polyurethane Bushings" is likely to find my thread that comments on their CS

TBH, their CS has long bugged me, but I write it off as "just how many people are these days.." Too bad, but I`m trying to not let it make me all cynical about `em. Can`t help but wonder how it`d go if Richard and I sat down for a one-on-one though.

Can you elaborate on how their customer service rep let you down and what it was you were calling them about? I`ve seen several posts how you`ve mentioned they let you down and as rare an occurrence as it is, I`m interested in the details of it.

[Accumulator]

Can you elaborate on how their customer service rep let you down and what it was you were calling them about? I`ve seen several posts how you`ve mentioned they let you down and as rare an occurrence as it is, I`m interested in the details of it.

I need to reload my one of my greaseguns with a lube that`s compatible with polyurethane bushings. I still have one more tube of Griot`s Super High Impact Grease, a product I`ve used with satisfaction on other applications, and I wondered whether it`d be suitable. So I called GG and asked the CS Rep about it.

He acted like I`d called them by mistake or something...first claiming they "didn`t sell products like that.."we sell car-care and Detailing products". His tone of voice/inflection, and choice of words, strongly implied disdain on his part (but I remained friendly and polite).

I explained that I know from GG; I have a ~20 year history with GG, am familiar with their offerings, and definitely bought the product from them. He actually disputed that even after I had told him I was *reading the product name and number, including the "GRIOT`S GARAGE" branding, right off the tube. He dismissively said that he`d been there for nearly a dozen years and had never heard of it (as if 1) I`d care, and 2) that were an answer to my inquiry). Again, his tone of voice made his inappropriate mindset very clear.

He was apparently unable to find anybody to answer my Q (I`m assuming he really did try and didn`t just set down the phone...hey, I want to believe). It was clear the conversation was over and I was, uhm...pushing on a rope

This reminded me of when another Rep *insisted* that I return a batch of GG products that had proven unsatisfactory. I did so, *at my expense*, after doing a thorough write-up clearly (and politely) detailing the reasons for my dissatisfaction (which took several hours). I told them I`d be satisfied with Store Credit as I intended to remain a steadfast GG customer. I ended up receiving far less in Credit than I`d been promised, and GG "Handbooks"/catalogs quit arriving in the mail...for a few *years*. I continued ordering from GG using my father`s/wife`s catalogs, but with my Customer#. I still did not receive any in my name. I finally acted like a new customer, got a new Customer#, and started receiving catalogs in my name again.

When my GG3 died after a few minutes use, I returned it for a replacement. The new one came with a "one and done" disclaimer- zero support to be expected on that replacement, which I took as a real "[screw] you".

SO...there are three examples of a very good long-term customer, who`s spent many thousands of $ with them since their first year, getting kicked to the curb over interactions that could`ve easily gone the other way. I`d expected to be singing the praises of GG Customer Service, but it didn`t work out that way. Those experiences flew in the face of how Richard always came across on the phone back in the early days, and how he still comes across in interviews. I`m willing to assume that he just doesn`t know such [stuff] goes one, but gee... every time I make those charitable assumptions GG does something to prove me wrong. Guess I still want to believe

[RZJZA80]

I need to reload my one of my greaseguns with a lube that`s compatible with polyurethane bushings. I still have one more tube of Griot`s Super High Impact Grease, a product I`ve used with satisfaction on other applications, and I wondered whether it`d be suitable. So I called GG and asked the CS Rep about it.

He acted like I`d called them by mistake or something...first claiming they "didn`t sell products like that.."we sell car-care and Detailing products". His tone of voice/inflection, and choice of words, strongly implied disdain on his part (but I remained friendly and polite).

I explained that I know from GG; I have a ~20 year history with GG, am familiar with their offerings, and definitely bought the product from them. He actually disputed that even after I had told him I was *reading the product name and number, including the "GRIOT`S GARAGE" branding, right off the tube. He dismissively said that he`d been there for nearly a dozen years and had never heard of it (as if 1) I`d care, and 2) that were an answer to my inquiry). Again, his tone of voice made his inappropriate mindset very clear.

He was apparently unable to find anybody to answer my Q (I`m assuming he really did try and didn`t just set down the phone...hey, I want to believe). It was clear the conversation was over and I was, uhm...pushing on a rope

This reminded me of when another Rep *insisted* that I return a batch of GG products that had proven unsatisfactory. I did so, *at my expense*, after doing a thorough write-up clearly (and politely) detailing the reasons for my dissatisfaction (which took several hours). I told them I`d be satisfied with Store Credit as I intended to remain a steadfast GG customer. I ended up receiving far less in Credit than I`d been promised, and GG "Handbooks"/catalogs quit arriving in the mail...for a few *years*. I continued ordering from GG using my father`s/wife`s catalogs, but with my Customer#. I still did not receive any in my name. I finally acted like a new customer, got a new Customer#, and started receiving catalogs in my name again.

When my GG3 died after a few minutes use, I returned it for a replacement. The new one came with a "one and done" disclaimer- zero support to be expected on that replacement, which I took as a real "[screw] you".

SO...there are three examples of a very good long-term customer, who`s spent many thousands of $ with them since their first year, getting kicked to the curb over interactions that could`ve easily gone the other way. I`d expected to be singing the praises of GG Customer Service, but it didn`t work out that way. Those experiences flew in the face of how Richard always came across on the phone back in the early days, and how he still comes across in interviews. I`m willing to assume that he just doesn`t know such [stuff] goes one, but gee... every time I make those charitable assumptions GG does something to prove me wrong. Guess I still want to believe

Those incidents would definitely have me thinking twice about buying their products again. I can say in the decade+ years I`ve been buying their products that they have never let me down. Warranties, exchanges, paid return labels, answering questions, all done to my satisfaction. So hearing your situations I`m wondering if it`s just bad luck getting the wrong person on the line or what is going on over there.

[Bill D]

Reminds of the cable company’s sales CS. I’m about to cut the cord for good as soon as I find a replacement for all my needs.

[Accumulator]

Reminds of the cable company’s sales CS..

Yeah, that did come to mind. BUT, every now and then I get somebody GREAT who does his job for them as well as Will apparently does for Autopia, so Hope Springs Eternal.

[Coatings=crack]

Wierd. The must have a dedicated customer service center or line. When i visit the store everyone ive tan into has been helpful. Maybe its because im in store but interactions have been amazing.

Definitely its YMMV because The Mckees issues and PBMG customer service has let me down and customer experience and service is key. In fact. How it was handled Ive banned purchases after last small orders till 2021. Give them another chance then.


Sent from my iPhone using Tapatalk