scavoneg
New member
I've never had to post on here about a bad dealing and hoped that I never would have to, but I'm not sure what exactly to do about this situation. I'm hoping that with everyones combined experiences on here I can figure out what I should/could do.
Yesterday I got out of work early and decided to start our spring snake facility cleaning early. Once a year around this time we rip EVERYTHING apart and clean the heck out of the place.
Well we did the rat room first and then moved onto the snake room. Decided to do the X-Large boa cages first.
I removed the two racks we have, both are Bush X-Large Racks. Four levels in each stack. We house our breeder female boas in these cages. Usually all we do is pull the tubs forward, empty the paper, spray down with viroscan and clean them and replace the paper and move on, but today we pulled the tubs out all the way and cleaned the racks themselves.
For a little background I have ALWAYS been a BIG supporter of Bush Herp. Whenever people have asked on the boa forums about rack systems I've always given my two cents on Bush Racks because it seems everyone else uses Freedom Breeders. I've had great success with them and I tend to tell people about products I use that I love.
What I noticed about the racks though caught my eye. Several of the cages have completely yellowed along the back side, the plastic that is on the tops of the cages has also come "unglued" they glue the plastic around the edges to the powder coated metal and it has completely unglued over time I guess. And in some areas the paint has chipped away and rust is now showing. These are all things that could EASILY be fixed and as a result I decided to send an email to Bush telling them about this. I've had some small problems in the past when I've received shipments and they've fixed them without a hitch so I assumed this would be no big deal.
This is the email I sent:
From: Guy Scavone II [mailto:[email protected]]
Sent: Thursday, May 30, 2002 7:30 AM
To: bushherp
Subject: Racks...
I've purchased several rack levels from Bush over the past few years now and have problems nearly every time I've ordered however you've always been prompt in fixing those problems and seeing to it your customers are satisfied. Wanda has always been great about dealing with mix-ups in shipping and damaged units arriving so to this point i've been pleased.
However, with the recent warm up in temps we moved our racks out for a thorough cleaning of not just the tubs, but the racks themselves. What I found with the cleaning is that maybe I should have done this sooner. Almost all of the lids to our X-Large cages are coming un-glued, the metal framing is starting to peel in areas and corrode and several of the edges are badly yellowing on certain sides. I'm not sure if this what I should expect of your product with time or if I just received some problem racks, but this is unncacceptable in my eyes.
I want to know how I can go about shipping these units back for a refund or what you can do to replace/fix this problem. I do have a digital camera and will be MORE then happy to take photos of these problems for you to see yourself.
Again i'm very dissapointed with what I've discovered and hope we can clear this up as soon as possible.
Thank you,
Guy Scavone II
Several hours later I check my email and had two emails from Wanda @ Bush:
First:
Good Morning Ted,
Please help me with this because I can see that it's going to be another one of those days - these people really frustrate me. I need your opinion on what I should tell this guy about his problem? He bought four levels of the Pro Breeder rack system in 7/00 and four more levels 7/01. He's spent about 3,000.00 total.
Thank You,
Wanda Katruska
Bush Herpetological Supply
Twin Rivers Industrial Park
Neodesha, KS 66757
Phone 800-451-6178
FAX 620-325-3098
Second:
Wanda Katruska would like to recall the message, "Racks...".
Needless to say I read the email and realized that it WAS NOT intended for me. I was steamed to say the least to see that she was "frustrated" with ME! I figured, heck, i'm the customer, my racks are falling apart, shouldn't "I" be the frustrated one.. and then she sends another email trying to RETRACT it!?!?!? Obviously she knew she had made a mistake.
I called Bush immediately and spoke with Wanda. I told her how dissapointed I was to get an email like that after I had been so pleased with her service in the past. I then asked to speak with "Ted" whom I assume owns Bush.
I got on the phone with Ted, and told him I was upset about receiving the email and how unprofessional I felt it was. He felt there was nothing derogatory about the email and that I should let it go. I even understood THAT, but I brought it up again and he got irate telling me he would NOT talk about the email anymore and that I had to call back tomorrow to discuss things as I was upset and he didn't want to talk to me now. I told him I was calm and just wanted to straighten the situation out and asked what he planned on doing to rectify this. He said he felt he didn't have to do "anything". I then tried to talk again and he explained I should call tomorrow and then hung up on me. Yes, he hung up on a customer. I took it in stride, called back, got him on the phone and told him I wanted to talk now, that I was calm, and wanted to straighten this out. He got infuriated and I told him I wished I had a tape recorder to save the way he was treating one of his customers. That seemed to make him even angrier and then he flat out told me he wouldn't talk, I'd get an email, and he hung up.
This is the email I received:
Dear Mr. Scavone,
Bush Herpetological Supply appreciates your business. I will not however, tolerate your phone calls of May 31 nor your veiled threat of “wishing I had a recorder”. All future correspondence needs to be either in email form to my address or written letter which may be faxed to 620.325.3510.
We would like to have digital pictures of the lids and the “peeling” of the rack “paint”. We will then make a determination of what, if anything, we can do to help you with the problems you are encountering.
Sincerely,
Ted Peitz
Neodesha Plastics, Inc.
Twin Rivers Industrial Park
Neodesha, KS 66757
Phone 620-325-3096
FAX 620-325-3510
I COULDN'T believe this. They say on there website they pride themselves on customer service. I backed this company for two years and this is what I get. I spent $3,000 with them and they don't care?! I was calm and professional with this man on the phone in a situation that "I" should have been the upset party, but "He" goes off on me?!
So board, what do I do? What can I do? Was I out of line? Tell me I was and i'll drop it. I don't want this to turn into something it's not, but what happened to "the customer is always right"?!
So I sit and wait, what should I do?
If you read this much I'm sorry it was so long, but I had to get this off my chest.
Thanks,
Guy Scavone II
ps. Maybe I should have just gone with the freedom breeders?
Yesterday I got out of work early and decided to start our spring snake facility cleaning early. Once a year around this time we rip EVERYTHING apart and clean the heck out of the place.
Well we did the rat room first and then moved onto the snake room. Decided to do the X-Large boa cages first.
I removed the two racks we have, both are Bush X-Large Racks. Four levels in each stack. We house our breeder female boas in these cages. Usually all we do is pull the tubs forward, empty the paper, spray down with viroscan and clean them and replace the paper and move on, but today we pulled the tubs out all the way and cleaned the racks themselves.
For a little background I have ALWAYS been a BIG supporter of Bush Herp. Whenever people have asked on the boa forums about rack systems I've always given my two cents on Bush Racks because it seems everyone else uses Freedom Breeders. I've had great success with them and I tend to tell people about products I use that I love.
What I noticed about the racks though caught my eye. Several of the cages have completely yellowed along the back side, the plastic that is on the tops of the cages has also come "unglued" they glue the plastic around the edges to the powder coated metal and it has completely unglued over time I guess. And in some areas the paint has chipped away and rust is now showing. These are all things that could EASILY be fixed and as a result I decided to send an email to Bush telling them about this. I've had some small problems in the past when I've received shipments and they've fixed them without a hitch so I assumed this would be no big deal.
This is the email I sent:
From: Guy Scavone II [mailto:[email protected]]
Sent: Thursday, May 30, 2002 7:30 AM
To: bushherp
Subject: Racks...
I've purchased several rack levels from Bush over the past few years now and have problems nearly every time I've ordered however you've always been prompt in fixing those problems and seeing to it your customers are satisfied. Wanda has always been great about dealing with mix-ups in shipping and damaged units arriving so to this point i've been pleased.
However, with the recent warm up in temps we moved our racks out for a thorough cleaning of not just the tubs, but the racks themselves. What I found with the cleaning is that maybe I should have done this sooner. Almost all of the lids to our X-Large cages are coming un-glued, the metal framing is starting to peel in areas and corrode and several of the edges are badly yellowing on certain sides. I'm not sure if this what I should expect of your product with time or if I just received some problem racks, but this is unncacceptable in my eyes.
I want to know how I can go about shipping these units back for a refund or what you can do to replace/fix this problem. I do have a digital camera and will be MORE then happy to take photos of these problems for you to see yourself.
Again i'm very dissapointed with what I've discovered and hope we can clear this up as soon as possible.
Thank you,
Guy Scavone II
Several hours later I check my email and had two emails from Wanda @ Bush:
First:
Good Morning Ted,
Please help me with this because I can see that it's going to be another one of those days - these people really frustrate me. I need your opinion on what I should tell this guy about his problem? He bought four levels of the Pro Breeder rack system in 7/00 and four more levels 7/01. He's spent about 3,000.00 total.
Thank You,
Wanda Katruska
Bush Herpetological Supply
Twin Rivers Industrial Park
Neodesha, KS 66757
Phone 800-451-6178
FAX 620-325-3098
Second:
Wanda Katruska would like to recall the message, "Racks...".
Needless to say I read the email and realized that it WAS NOT intended for me. I was steamed to say the least to see that she was "frustrated" with ME! I figured, heck, i'm the customer, my racks are falling apart, shouldn't "I" be the frustrated one.. and then she sends another email trying to RETRACT it!?!?!? Obviously she knew she had made a mistake.
I called Bush immediately and spoke with Wanda. I told her how dissapointed I was to get an email like that after I had been so pleased with her service in the past. I then asked to speak with "Ted" whom I assume owns Bush.
I got on the phone with Ted, and told him I was upset about receiving the email and how unprofessional I felt it was. He felt there was nothing derogatory about the email and that I should let it go. I even understood THAT, but I brought it up again and he got irate telling me he would NOT talk about the email anymore and that I had to call back tomorrow to discuss things as I was upset and he didn't want to talk to me now. I told him I was calm and just wanted to straighten the situation out and asked what he planned on doing to rectify this. He said he felt he didn't have to do "anything". I then tried to talk again and he explained I should call tomorrow and then hung up on me. Yes, he hung up on a customer. I took it in stride, called back, got him on the phone and told him I wanted to talk now, that I was calm, and wanted to straighten this out. He got infuriated and I told him I wished I had a tape recorder to save the way he was treating one of his customers. That seemed to make him even angrier and then he flat out told me he wouldn't talk, I'd get an email, and he hung up.
This is the email I received:
Dear Mr. Scavone,
Bush Herpetological Supply appreciates your business. I will not however, tolerate your phone calls of May 31 nor your veiled threat of “wishing I had a recorder”. All future correspondence needs to be either in email form to my address or written letter which may be faxed to 620.325.3510.
We would like to have digital pictures of the lids and the “peeling” of the rack “paint”. We will then make a determination of what, if anything, we can do to help you with the problems you are encountering.
Sincerely,
Ted Peitz
Neodesha Plastics, Inc.
Twin Rivers Industrial Park
Neodesha, KS 66757
Phone 620-325-3096
FAX 620-325-3510
I COULDN'T believe this. They say on there website they pride themselves on customer service. I backed this company for two years and this is what I get. I spent $3,000 with them and they don't care?! I was calm and professional with this man on the phone in a situation that "I" should have been the upset party, but "He" goes off on me?!
So board, what do I do? What can I do? Was I out of line? Tell me I was and i'll drop it. I don't want this to turn into something it's not, but what happened to "the customer is always right"?!
So I sit and wait, what should I do?
If you read this much I'm sorry it was so long, but I had to get this off my chest.
Thanks,
Guy Scavone II
ps. Maybe I should have just gone with the freedom breeders?
'> I would definately recommend them. I belive they are much cheaper than freedom breeders, maybe not as easy to clean though. Check them out at the very least.