Chemical Guys Customer Service...

D

danforz

New member
Is terrific!



I called the place a few times over the week, neither of the times leaving a voice mail. Each time, even AFTER the store was closed, I received a call back no more then 5-10 minutes after initially calling. On the three occasions I've gone to the store Paul, and the other gentlemen who works there (sorry forgot his name), are more then happy to take time out of their schedule to look over my vehicle, offer advice, and discuss methods. I just wanted to put this out there because I really appreciate the time they've taken to help me and other out. :)
 
I called Paul at lunch today and I didn't leave a message but he called me right back anyway. Good bunch of guys over there for sure.
 
I have to agree. Whether I drop in or call, I am treated with the utmost respect. I become either Paul or Mark's main concern and priority. If I have arrived and they are involved with other business which requires their time, I am always offered a cold beverage, and a comfortable chair, after being asked if I wouldn't mind waiting a few moments for them to conclude their business. There is always something interesting to find browsing around the shop, so it's never boring.



What seperates one company, with excellent products from another, is the service. Add to this formula: Great personnel + great products = Brand loyalty. It's always a welcomed feeling walking into a very busy business knowing your needs come first!



Bravo, Paul and associates for developing such a rapport with your customer base.
 
I have called or emailed Paul a few times and he always takes the time to explain anything you want to know
 
tdekany said:
they made an exeption with me. Left a message but never heard back.:wall :hmph: :hmph:
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I have to agree with you. I placed a phone order with CG on Mon Jul 02, 2007. My CC was changed the same day. But, now I can't get any response from CG. I've called 3 times. I've emailed 3 times trying to get a status on my order. Nothing. No callbacks. No replies to emails.



Given that a week has passed and I can't even get a reply, let alone have not recieved my order is making me question wether I want to order from them again.



While I don't expect overnight delivery, I *DO* expect a callback/ reply from customer service when a company has received payment for a service or product.



First impressions leave lasting impressions. So far, I am less than impressed.

:grrr
 
I go to CG as often as possible looking for something to buy. The guys there are great. They don't oversell at all and they tell you exactly what you need to know and need to buy.
 
Johnnie27 said:
I go to CG as often as possible looking for something to buy. The guys there are great. They don't oversell at all and they tell you exactly what you need to know and need to buy.
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I've read LOTS that in the store, the CG guys are great.



But, those of us who have to reply on phone and Internet orders have problems. Paul was great on the phone when I was finally able to reach him to place an order. But, I'm feeling like now that they got my money, I'm being ignored. NOT good cusomter service.
 
I was taking care of by Paul, even after the order was recieved because I had some questions. I will order from them again because when I am on the phone with Paul he answers every question and doesn't try to rush and get me off the phone. I also am impressed in the quality of their products and prices.
 
Strokin04 said:
I was taking care of by Paul, even after the order was recieved because I had some questions. I will order from them again because when I am on the phone with Paul he answers every question and doesn't try to rush and get me off the phone. I also am impressed in the quality of their products and prices.
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And see... that's what is so weird to me. A lot of peeps say that CG has great customer service. And Paul WAS great during the sale and very talkative.



But, now, I'm the lepor. Can't get any word back... I'm TRYING to be calm. But, a week has gone by... :work:
 
delikid said:
And see... that's what is so weird to me. A lot of peeps say that CG has great customer service. And Paul WAS great during the sale and very talkative.



But, now, I'm the lepor. Can't get any word back... I'm TRYING to be calm. But, a week has gone by... :work:
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Did you try calling him on his direct number that was posted above? I usually call in the evenings and get through with no problems (2 orders placed and recieved) and only once when Paul was real busy did he ask if he could call me back (called back in 15 mins.). Sorry to hear that you are having such problems.
 
Well, I was waiting for the Pacific time to catch up to a reasonable Eastern time to call. And then... 'ding-dong' - my box was delivered. So, while I am happy that I have my order, I'm still disappointed that I couldn't get a reply about my order....
 
Greg Nichols said:
What is the address and location of CG, I'm going to be in the area next week and want to stop by.
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Its on century blvd. I recommend you look at their website for exact address
 
delikid said:
Well, I was waiting for the Pacific time to catch up to a reasonable Eastern time to call. And then... 'ding-dong' - my box was delivered. So, while I am happy that I have my order, I'm still disappointed that I couldn't get a reply about my order....
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I had a similar situation with MacTec when I ordered my jar of Collinite 885. Credit card was charged, but never received any confirmation email nor were any emails I subsequently sent were replied. I was a bit annoyed, but ultimately I was happy that my item was shipped in a timely manner. Sometimes I'm so used to the automated responses of the larger companies that I forget that some of these places are much smaller and don't have the resources to always send out a confirmation email.



Anyway, as far as Paul and his customer service, I'm sorry you had a bad experience. But if your package arrived in a week's time, it sounds like your items were shipped promptly. Something with the email just fell through the crack. I've never ordered from them online so I don't know if it's all automated or each order gets a personal response.



I have met Paul in person and he's a really cool, nice young guy. He's just like "one of the fellas" and treats you like a good friend and makes you feel welcome to be in the store. He's a good salesman, but not because he's pushy but rather because he doesn't oversell anything. He just gives you his honest opinion. Too often the words honest and salesman don't go hand in hand, so it's nice to buy from someone like him.



If you're an uptight person who lives a completely straight life, I could see how you'd be turned off by his personality. But if you go in there or talk to him with a chill attitude, I think you might find him refreshing.
 
Hey Black,



no, no, no... I had no issue with Paul, himself. When I talked to him initially, just like everyone else has said, he was a wealth of knowledge. We must have been on the phone for 15 minutes! It was a great conversation. And it set my level of expectation that CG takes care of it peeps.



You description of your MacTec experience is where I was with being frustrated. And I'm not an uptight person at all. Just that once you gots my money, I'm looking for something from ya! ;)



All is good in the end. I just got an email about half hour ago from CG apologizing for not getting back to me. So, now, I have an understanding how things will work. So, I'm cool. Just waiting for it to stop raining so I can try out my ONE and my jetSEAL109!



Cheers,



Ian
 
wow you only spent 15mins on the phone with Paul? lol I can't get away without going for at least 45mins on the phone. Amazing guy he is and he's always taken care of me. I believe if you have any shipping issue you should contact Mark (I think that's his name) He is the head of shipping I believe but I could be wrong.
 
delikid said:
Hey Black,



no, no, no... I had no issue with Paul, himself. When I talked to him initially, just like everyone else has said, he was a wealth of knowledge. We must have been on the phone for 15 minutes! It was a great conversation. And it set my level of expectation that CG takes care of it peeps.



You description of your MacTec experience is where I was with being frustrated. And I'm not an uptight person at all. Just that once you gots my money, I'm looking for something from ya! ;)



All is good in the end. I just got an email about half hour ago from CG apologizing for not getting back to me. So, now, I have an understanding how things will work. So, I'm cool. Just waiting for it to stop raining so I can try out my ONE and my jetSEAL109!



Cheers,



Ian
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Hey Ian,



I didn't mean to imply you or anyone else in particular were uptight. I can see where you're coming from because I felt the same way with MacTec. It wasn't my ideal perfect transaction, but if I were to ever need some Collinite product again, I wouldn't hesitate at all to give them my business. It's just a small hiccup in their process. I can easily look past that.



My reason for the uptight comment is because I can see how some people would be turned off by how Paul is. Let's just say he's very much a man's man and like one of the fellas, but if you're a bible-reading, church-going Christian with very high morals and value, his personality might not be your cup of tea.



While I was at the store, I noticed that he always tried to be as helpful as possible to the people calling him on the phone. Having worked as Help Desk assisting call center reps, I know how annoying it can be answering the same stupid questions over and over again. But it's your job to keep your cool and answer these questions, as dumb as some may be. There were other people on my team who had the same job function as me, but the reps had their favorites and I was always one of them because as much as I wanted to bash some of their brains out, I always tried to be as polite and helpful as possible.



Look at how on many forums, when a newbie asks about something, the usual response is "Search is your friend". I'm sure he gets asked the same questions constantly. So kudos to him for being able to do that day in and day out in a friendly, welcoming manner!
 
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