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Info 2 new boaphiles split in back!! not happy with customer service

allreptiles1966

allreptiles1966

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I ordered 2- 421 boaphiles from Jeff at Boaphile plastices.It took 5 weeks to get here and i new it would take time from reading all his info.But i have several used 421's and really like.They are not split and are several years old too.
Well i got both on Tuesday morning and opened with joy until i looked at the weld seem on the back top where they fold and weld together.So i emailed asking them what to do to seal back together.It looks like who ever sanded the weld on the back sanded to deep and took out the weld.No response,emailed again and still as of Satuday morning i have not recieved any word from him.I left a phone # to contact me and no calls yet either.
The one is split all the way down the 4' seem and the other has 3 different splits but total about 1/3 the cage length.
I can post pics if neeed.
This will be a reason to go over to vision cages which i have too.
I dont want to dog them but feel the need to say something about customer service.Their quality control needs some work it seems.
 
Jeff doesn't really answer emails and even states on his site to contact him by phone. Call him Tuesday morning (again, don't email him) and let us know how this turns out. I'm willing to bet he will get you taken care of. Hope all goes well.
 
Thanks man.
This is his line from boaphile--Feel free to email our sales department at [email protected] or better yet CALL our sales department.I think that gave me a choice,so i went with the emails because they have answered before!
I will try to ca;ll them on Tuesday and will reply back to this thread.
 
I've gotten a cage with a big split in it before (back in '02), spoke with Jeff, sent him photos and he sent a replacement. You said you emailed customer service, when did you email? Sounds like they just arrived? They should take care of you, just give them time to reply, it is a long holiday weekend and like John said, calls tend to work better with boaphile.
 
I emailed on Tuesady right after opening and again on Friday to see if they got my first email.
I am going to call on Tuesady after holiday.
thanks
 
Rich, I would definitely call him because he truly is NOT an email person. I know I have spoken to him and have heard him mention several times that he gets too much email (and junk email) to really be able to answer them all. He would much rather people call them if they really need to talk to him.

Star
 
kind of premature, in my opinion, to make a thread about it. Especially when it says ON his website that the best way to contact him is by phone.

Pay attention to websites and their contact information. If they tell you to contact them by phone, don't email them and get mad when they don't respond.
 
Had a friend a couple years ago that received a broken cage and had some communication problems over a several month period. I only got involved because I recommended they go to him for the cage, so I felt an obligation.

To be fair and honest, he did take care of the problem pretty quick once I went and pissed on his doorstep at RTB.com. You try PM-ing him through there as well.
 
+1 on calling him, even though the website gives an email address I don't think it gets used.

The one time I called for a little information, customer service was prompt and professional.
 
Let me get this straight..........

The OP fronts the Boaphile Probably over $500 in money.

Then the OP waits 5 weeks for the Boaphile to fabricate and ship him his cages.

Then the cages come in damaged, and somehow the OP should not only be patient, but give the Boaphile a call - two e-mails are not enough, the Boaphile is apparently not much of an e-mail person.

Screw that. The Boaphile will gladly take your money over the computer and the Boaphile gives out an e-mail address as a point of contact on his website. The Boaphile can sure as hell address this customer's issue over e-mail as well. Please, is it too much to ask that he take ten minutes and do it over Memorial Day Weekend as well?

It's the customer that should be treated like a rock star, not the Boaphile.
 
Yeah I agree the boaphile is good people, he will talk to anyone for hours on end over the phone, but literally gets hundreds of emails from around the world on a daily basis, so even with spam filters on his e mail accts a costumers question can quickly get buried in junk mail to the point that he doesn't see or notice it. I had a good friend go through the same ordeal a few years ago an Jeff sent him a new one an let him keep the broke one which we actually fixed an in the end for the low price of five bucks worth of glue got two great cages outta the deal!!! All these seemed cages tend to break in transit no matter who you buy them from, I blame it on the shipping services stacking way to high or way to much weight on them during shipping, an who knows they may even get the occasional tose from one side of the truck to another. That type of thing exceeds there design strengths an is almost always the delivery peoples fault.. well enough of my babble, call Jeff this upcoming week an I'd be willing to bet you guys get everything squared away....... good luck
 
I will never buy from the boaphile. One because of the prices, thin material and also because of the lack of service over email. Emails provide you with a paper trail and let you review what was previously said which is the main reason why I prefer to do all the dealing through emails with maybe a few phone calls.
 
FWIW - any time that I've emailed Jeff, I've gotten an automated response instructing me to call him. Apparently, he is at least occasionally responding to emails now (since the OP claims to have gotten them).
 
Skiploder said:
Let me get this straight..........

The OP fronts the Boaphile Probably over $500 in money.

Then the OP waits 5 weeks for the Boaphile to fabricate and ship him his cages.

Then the cages come in damaged, and somehow the OP should not only be patient, but give the Boaphile a call - two e-mails are not enough, the Boaphile is apparently not much of an e-mail person.

Screw that. The Boaphile will gladly take your money over the computer and the Boaphile gives out an e-mail address as a point of contact on his website. The Boaphile can sure as hell address this customer's issue over e-mail as well. Please, is it too much to ask that he take ten minutes and do it over Memorial Day Weekend as well?

It's the customer that should be treated like a rock star, not the Boaphile.
Click to expand...

:iagree: That sums it up for me. Hope he takes care of it asap.
 
I'm with Redstormlax12 -- get it in writing and avoid the he said, you said, and I said.....! Whenever I need racks I go to RB and get fast response (email), great customer service, fast turnaround, and quality supplies. Problems? Taken care of all the time and any day.
 
:thumbsup:

Skiploder said:
Let me get this straight..........

The OP fronts the Boaphile Probably over $500 in money.

Then the OP waits 5 weeks for the Boaphile to fabricate and ship him his cages.

Then the cages come in damaged, and somehow the OP should not only be patient, but give the Boaphile a call - two e-mails are not enough, the Boaphile is apparently not much of an e-mail person.

Screw that. The Boaphile will gladly take your money over the computer and the Boaphile gives out an e-mail address as a point of contact on his website. The Boaphile can sure as hell address this customer's issue over e-mail as well. Please, is it too much to ask that he take ten minutes and do it over Memorial Day Weekend as well?

It's the customer that should be treated like a rock star, not the Boaphile.
Click to expand...
 
Spam and hundreds of emails are the cost of succeeding. If he doesn't want e-mail, he should not provide the address. To filter out spam fast, he should instruct buyers to put a certain keyword in the subject line. Not that hard. OP is showing a bit more patience with lack of response than I would, just saying. I would be blowing him up now, so if a replacement is to be sent, he can get started. Jeff is a nice guy, but making up excuses for not answering e-mail is silly, and a tad unprofessional.
 
Skiploder said:
Let me get this straight..........

The OP fronts the Boaphile Probably over $500 in money.

Then the OP waits 5 weeks for the Boaphile to fabricate and ship him his cages.

Then the cages come in damaged, and somehow the OP should not only be patient, but give the Boaphile a call - two e-mails are not enough, the Boaphile is apparently not much of an e-mail person.

Screw that. The Boaphile will gladly take your money over the computer and the Boaphile gives out an e-mail address as a point of contact on his website. The Boaphile can sure as hell address this customer's issue over e-mail as well. Please, is it too much to ask that he take ten minutes and do it over Memorial Day Weekend as well?

It's the customer that should be treated like a rock star, not the Boaphile.
Click to expand...


Took the words out of my mouth
 
Or if he's that busy, why not hire some kind of receptionist or something to check and respond to email for him? I personally prefer email by a longshot. There are times in the day when I don't have time to have a phone conversation but I can shoot a quick email.
 
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