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Responding to email notices you receive.
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In short, DON'T! Email notices are to ONLY alert you of a reply to your private message or your ad on this site. Replying to the email just wastes your time as it goes NOWHERE, and probably pisses off the person you thought you replied to when they think you just ignored them. So instead of complaining to me about your messages not being replied to from this site via email, please READ that email notice that plainly states what you need to do in order to reply to who you are trying to converse with.
Bad Guy Heather Colwell / Majestic Morphs
- Thread starter stevek123
- Start date
stevek123
New member
Hi Kelli,
Heather offered to pay for the return shipping ONLY after I told her I was going to post a BOI on her, and ONLY after she knew I had already decided to keep the pewter.
She e-mailed me that she would pay for the return shipping 20 minutes before she posted in the thread I started in FC "My new pewter is not right. Help". Then she proceeded to go on that thread and proclaim to all that she agreed to pay for 1/2 the shipping, making it sound as if she offered this all along. If I am allowed to use another persons words. "evasive and fishy".
Thanks Steve
Heather offered to pay for the return shipping ONLY after I told her I was going to post a BOI on her, and ONLY after she knew I had already decided to keep the pewter.
She e-mailed me that she would pay for the return shipping 20 minutes before she posted in the thread I started in FC "My new pewter is not right. Help". Then she proceeded to go on that thread and proclaim to all that she agreed to pay for 1/2 the shipping, making it sound as if she offered this all along. If I am allowed to use another persons words. "evasive and fishy".
Thanks Steve
Focal
New member
You are right, they will do anything to get out. But the way that cut is pushed back towards the tail would lead me to believe it was made on the way out of the tub and there is nothing on that tub that would catch the snake on the way out (rounded on the top and on the lip of the tub). I've had snakes trapped in those lids before also and any damage would have came from trying to go back in, reversing the direction of the cut. It would catch on the lid and pull the skin on the head towards the nose. If it was upside down, then I would assume the skin on the chin would also be pulled towards the nose.
MinisaurusReptiles
New member
Steve,
I agree with most of what your sating but step back a sec and put yourself in her shoes, minus the insulting part of blaming you.
You ship out a perfectly healthy snake. Snake gets held up in shipping (she should have been the one doing leg work here not you) and is in transit about 3x longer than it should have been. Snake arrives and buyer says all looks good and even leaves you feedback. Later than day comes the we have a problem moment. So now as a seller you have to jump through hoops and prove to the shipper it is their fault. Knowing this you offer industry standard, refund minus shipping or work out a fair deal and let them keep the animal. The buyer says that's not good enough.
So now faced with having to eat a loss on the snake the buyer wants to do 2 thinks. First have at least some recourse to try to recover shipping and also wants to make sure its not just buyers remorse. So seller ask for a time stamped video and now the wobble is gone and he is better. I am not saying it is fishy.... but put yourself in her shoes.
Why she didn't ask how he was doing I don't know, why she was defensive from the get go I don't know. But I always try to look at things from both sides.
I agree with most of what your sating but step back a sec and put yourself in her shoes, minus the insulting part of blaming you.
You ship out a perfectly healthy snake. Snake gets held up in shipping (she should have been the one doing leg work here not you) and is in transit about 3x longer than it should have been. Snake arrives and buyer says all looks good and even leaves you feedback. Later than day comes the we have a problem moment. So now as a seller you have to jump through hoops and prove to the shipper it is their fault. Knowing this you offer industry standard, refund minus shipping or work out a fair deal and let them keep the animal. The buyer says that's not good enough.
So now faced with having to eat a loss on the snake the buyer wants to do 2 thinks. First have at least some recourse to try to recover shipping and also wants to make sure its not just buyers remorse. So seller ask for a time stamped video and now the wobble is gone and he is better. I am not saying it is fishy.... but put yourself in her shoes.
Why she didn't ask how he was doing I don't know, why she was defensive from the get go I don't know. But I always try to look at things from both sides.
stevek123
New member
Hi Jeff,
I do understand what you are saying Jeff and concur that she offered me the industry standard. I would be out $140 on a $355 purchase. That's a huge loss for anyone to just say accept as OK, when they know they have done nothing wrong and was treated terribly by the seller.
and I have put myself in her shoes Jeff.
I would never have handled the situation the way she did.
I would have immeaditely called the buyer on the phone.
I would have asked what I can do. And asked the buyer what they wanted me to do.
I would have never told the Buyer (first converstation) send it back and we will cull it, when the jury was still out on what was wrong.
I would have assessed the situation full well knowing I have a buyer with a sick animal I sold him. I would do what I could to put the buyer at ease, research the health of the pewter and investigate more into the shipping. I would have waited and prayed alongside the Buyer, get a vet involved if needed, instead of just giving the buyer the "industry standard".
I would have made good on any promises I made.
I would have mailed the "forgotten to pack" data cards immeaditely.
I would have done everything in my power to fix the situation and make the buyer happy, outside of cutting off my right arm.
I would have kept in contact daily with the buyer and not just reply to e-mails when I felt like it.
I would have called the Buyer when he asked me to.
I would be genuinely concerned for the health and recovery of an animal I raised from an egg and would be frantic not knowing how he is.
I would have not:
Not replied back in a timley fashion.
Not called the Buyer, even after he asked me to, multiple times.
Not say I would research and get back asap and never do it.
Not accuse the buyer of anything, but instead try to work something out.
Not offered the bare minumum of what is called "the industry standard" in this particular situation. For Buyers remorse, yes I would.
Not hold on to data cards after a sale, but send them the next day.
Not give false information about another breeders business, when we are talking about her business.
Not say I am going to approach the shipper for liability when that was not true.
Not demand anything from the buyer.
Not play games by agreeing to pay for all of the return shipping after the buyer told me I would do a BOI. E-mail the buyer about it, and then post it on a forum 20 minutes later as if it was offered all along.
I have no idea why she handle the situation this poorly Jeff. How would you feel and react as the Buyer being treated this way? From the start she dropped the ball, and never bother to pick it up and try to make things right. Her priority was herself and the $$$$. Not the Buyer or the Pewter.
She knows the BOI is here, I doubt she will chime in but rather just dissapear.
I do understand what you are saying Jeff and concur that she offered me the industry standard. I would be out $140 on a $355 purchase. That's a huge loss for anyone to just say accept as OK, when they know they have done nothing wrong and was treated terribly by the seller.
and I have put myself in her shoes Jeff.
I would never have handled the situation the way she did.
I would have immeaditely called the buyer on the phone.
I would have asked what I can do. And asked the buyer what they wanted me to do.
I would have never told the Buyer (first converstation) send it back and we will cull it, when the jury was still out on what was wrong.
I would have assessed the situation full well knowing I have a buyer with a sick animal I sold him. I would do what I could to put the buyer at ease, research the health of the pewter and investigate more into the shipping. I would have waited and prayed alongside the Buyer, get a vet involved if needed, instead of just giving the buyer the "industry standard".
I would have made good on any promises I made.
I would have mailed the "forgotten to pack" data cards immeaditely.
I would have done everything in my power to fix the situation and make the buyer happy, outside of cutting off my right arm.
I would have kept in contact daily with the buyer and not just reply to e-mails when I felt like it.
I would have called the Buyer when he asked me to.
I would be genuinely concerned for the health and recovery of an animal I raised from an egg and would be frantic not knowing how he is.
I would have not:
Not replied back in a timley fashion.
Not called the Buyer, even after he asked me to, multiple times.
Not say I would research and get back asap and never do it.
Not accuse the buyer of anything, but instead try to work something out.
Not offered the bare minumum of what is called "the industry standard" in this particular situation. For Buyers remorse, yes I would.
Not hold on to data cards after a sale, but send them the next day.
Not give false information about another breeders business, when we are talking about her business.
Not say I am going to approach the shipper for liability when that was not true.
Not demand anything from the buyer.
Not play games by agreeing to pay for all of the return shipping after the buyer told me I would do a BOI. E-mail the buyer about it, and then post it on a forum 20 minutes later as if it was offered all along.
I have no idea why she handle the situation this poorly Jeff. How would you feel and react as the Buyer being treated this way? From the start she dropped the ball, and never bother to pick it up and try to make things right. Her priority was herself and the $$$$. Not the Buyer or the Pewter.
She knows the BOI is here, I doubt she will chime in but rather just dissapear.
MajesticMorphs
New member
EMAIL FROM ROBYN at PRO EXOTICS....
...
I think you are being scammed : )
Most cell phones can shoot video nowadays. Can you ask for some video footage of this behavior?
Barring that, you could ask for the immediate return of that animal under a satisfaction guarantee.
As a breeder myself (Pro Exotics), we offer a 24 hour satisfaction guarantee. If you are not happy with the animal, for any reason, return it to us and receive a refund. That typically needs to happen with 24 hours, but we make exceptions if it is the weekend or a holiday or something. It is the customer's responsibility to get the animal back safely and securely. They can't ship it in a plain uninsulated box and expect success. Nor can they ship it out on a Friday and claim ignorance that it wouldn't be delivered until Monday.
I would make that type of offer. I would also ask for immediate video footage. I do think that he is trying to take advantage of you because of the delivery delay. He either has, or knows someone that has, a cell phone with a video function. He could email or text you the video.
My first guess is that you find some resistance to this simple request, and/or the situation will change to "oh, it looks fine now".
Be very cautious, but courteous, let me know if you have any more questions.
Robyn@ShipYourReptiles
(303) 730-2125 ext. 4
AllProShipping.com
AllProMediaworks.com
ProExotics.com
Tempgun.com
On Thu, Sep 22, 2011 at 3:53 PM
...
I think you are being scammed : )
Most cell phones can shoot video nowadays. Can you ask for some video footage of this behavior?
Barring that, you could ask for the immediate return of that animal under a satisfaction guarantee.
As a breeder myself (Pro Exotics), we offer a 24 hour satisfaction guarantee. If you are not happy with the animal, for any reason, return it to us and receive a refund. That typically needs to happen with 24 hours, but we make exceptions if it is the weekend or a holiday or something. It is the customer's responsibility to get the animal back safely and securely. They can't ship it in a plain uninsulated box and expect success. Nor can they ship it out on a Friday and claim ignorance that it wouldn't be delivered until Monday.
I would make that type of offer. I would also ask for immediate video footage. I do think that he is trying to take advantage of you because of the delivery delay. He either has, or knows someone that has, a cell phone with a video function. He could email or text you the video.
My first guess is that you find some resistance to this simple request, and/or the situation will change to "oh, it looks fine now".
Be very cautious, but courteous, let me know if you have any more questions.
Robyn@ShipYourReptiles
(303) 730-2125 ext. 4
AllProShipping.com
AllProMediaworks.com
ProExotics.com
Tempgun.com
On Thu, Sep 22, 2011 at 3:53 PM
MajesticMorphs
New member
the email I just posted was before steve sent the video....IT IS TO SHOW .....24 HOUR GUARANTEE directly from robyn himself
MajesticMorphs
New member
this is the following email after I forwarded the video to Robyn....
.....
Well, I guessed wrong on that one. There is definitely something there. Shipping is not likely to cause such an effect though. I have never seen it, nor had it happen, in the 10,000+ shipments over 20 years that we have personally done (as Pro Exotics).
From a breeder's perspective- I would offer to take back the animal and refund, or allow the customer to keep the animal for 7-10 days and see if the condition disappears. It could be simply from the high stress of shipping and the delay. It may go away shortly and not affect the health of the animal mid/long term. If the condition remained after 7-10 days, I would again offer to take the animal back and issue a refund.
I am sorry that your package was delayed. I cannot definitively explain the head wobble. We have shipped over 75,000 customer packages through our system. We see delayed delivery 3-5 times a week, on average, far less than 1% of shipments. I have never seen a wobble or neurological effect like that in any of those shipments. This is a first.
Doesn't make it any easier. It is both disappointing and frustrating.
Robyn@ShipYourReptiles
(303) 730-2125 ext. 4
AllProShipping.com
AllProMediaworks.com
ProExotics.com
Tempgun.com
On Thu, Sep 22, 2011 at 5:41 PM
.....
Well, I guessed wrong on that one. There is definitely something there. Shipping is not likely to cause such an effect though. I have never seen it, nor had it happen, in the 10,000+ shipments over 20 years that we have personally done (as Pro Exotics).
From a breeder's perspective- I would offer to take back the animal and refund, or allow the customer to keep the animal for 7-10 days and see if the condition disappears. It could be simply from the high stress of shipping and the delay. It may go away shortly and not affect the health of the animal mid/long term. If the condition remained after 7-10 days, I would again offer to take the animal back and issue a refund.
I am sorry that your package was delayed. I cannot definitively explain the head wobble. We have shipped over 75,000 customer packages through our system. We see delayed delivery 3-5 times a week, on average, far less than 1% of shipments. I have never seen a wobble or neurological effect like that in any of those shipments. This is a first.
Doesn't make it any easier. It is both disappointing and frustrating.
Robyn@ShipYourReptiles
(303) 730-2125 ext. 4
AllProShipping.com
AllProMediaworks.com
ProExotics.com
Tempgun.com
On Thu, Sep 22, 2011 at 5:41 PM
MajesticMorphs
New member
my failure to ask the condition of the pewter , was because I received detailed emails from steve daily telling me his condition,...the lack of communication on my part was a mistake that I will learn from...I work 2 jobs and dont get much phone time while working,....I am truly sorry for not responding more often by email or phone...AND TO CLARIFY I NEVER ACCUSED STEVE OF CLOSING A LID ON THE SNAKE!!! I asked if during putting the snake away if it were possible that happened...I even elaborated that in the email that was sent to Steve....I was confused and distraught over what could have happened to him,...I evaluated all possibilities
stevek123
New member
This I copied and pasted directly off the Pro-Exotics web-site. I hope that is OK with them. This is where I got the 48 hr information from on their guarantee.
"Reptiles are guaranteed for 48 hours after shipment. Once an animal leaves our facility, we have no real control over the care (or lack thereof) that you offer. After 48 hours of the shipment arrival, we assume no further liabilities. We are available by phone or email for extensive support, and we always try and establish basic husbandry requirements BEFORE you receive your animal. Your success is our success, and customers get absolute priority in the problem solving area. We are proud of our customer service record, and we will be there to answer your questions, whether it is 2 days into your experience, or 2 years."
This is the first I have seen these e-mails and any proof that she did investigating as to the pewters condition. The fact that Robyn seems to think there is something very wrong and not due to shipping, is very good input from such a reliable breeder/source. Why did Heather keep this information from me? Would it, in her mind, make her look bad. I can't speak for her, but maybe she will tell us?
"Reptiles are guaranteed for 48 hours after shipment. Once an animal leaves our facility, we have no real control over the care (or lack thereof) that you offer. After 48 hours of the shipment arrival, we assume no further liabilities. We are available by phone or email for extensive support, and we always try and establish basic husbandry requirements BEFORE you receive your animal. Your success is our success, and customers get absolute priority in the problem solving area. We are proud of our customer service record, and we will be there to answer your questions, whether it is 2 days into your experience, or 2 years."
This is the first I have seen these e-mails and any proof that she did investigating as to the pewters condition. The fact that Robyn seems to think there is something very wrong and not due to shipping, is very good input from such a reliable breeder/source. Why did Heather keep this information from me? Would it, in her mind, make her look bad. I can't speak for her, but maybe she will tell us?
MajesticMorphs
New member
From: Heather Colwell [[email protected]]
Sent: Wednesday, September 21, 2011 6:45 PM
To: '[email protected]'
Subject: undelivered package
Hello Robyn,
We shipped a package with your service yesterday, and it was due by 10:30 am this morning. My
customer has reported to me that the package never arrived. After speaking to FedEx several times,
he found out that the package will not be there till tomorrow. The health of the two baby ball pythons
is a concern. Please let me know what your thoughts are about this issue.
Thank You,
John and Heather
Sent: Wednesday, September 21, 2011 6:45 PM
To: '[email protected]'
Subject: undelivered package
Hello Robyn,
We shipped a package with your service yesterday, and it was due by 10:30 am this morning. My
customer has reported to me that the package never arrived. After speaking to FedEx several times,
he found out that the package will not be there till tomorrow. The health of the two baby ball pythons
is a concern. Please let me know what your thoughts are about this issue.
Thank You,
John and Heather
HighVoltageRoyals
New member
Would you mind posting those emails that you received from him about the pewters condition with headers? I think it would be pretty important seeing as he is making it sound like you couldn't care less about the pewter.
MajesticMorphs
New member
From: Heather Colwell [[email protected]]
Sent: Wednesday, September 21, 2011 6:47 PM
To: 'Steve Kovarie'
Subject: RE: male pewter & cinny
Hello Steve,
First off let me apologize for this huge inconvenience..I am sincerely sorry,,I have emailed the
shipping company directly and left several messages for the owner. As soon as I hear back from them I
will immediately forward you any and all information I get. Please let me know if you hear anything on
your end,…
Thank you ,
John and Heather
Sent: Wednesday, September 21, 2011 6:47 PM
To: 'Steve Kovarie'
Subject: RE: male pewter & cinny
Hello Steve,
First off let me apologize for this huge inconvenience..I am sincerely sorry,,I have emailed the
shipping company directly and left several messages for the owner. As soon as I hear back from them I
will immediately forward you any and all information I get. Please let me know if you hear anything on
your end,…
Thank you ,
John and Heather
MajesticMorphs
New member
FORWARDED DIRECTLY TO STEVE......
From: Heather Colwell [[email protected]]
Sent: Wednesday, September 21, 2011 7:13 PM
To: 'Steve Kovarie'
Subject: FW: ShipYourReptiles Re: undelivered package
From: [email protected] [mailto
[email protected]] On Behalf Of Robyn Markland
Sent: Wednesday, September 21, 2011 7:09 PM
To: Heather Colwell
Subject: ShipYourReptiles Re: undelivered package
Hi John, thanks for the email.
I have tracked that package in question:
http://www.fedex.com/Tracking?cntry_code=us&language=english&tracknu
mber_list=797537617005
I am sorry to hear of the delay. The package is on a flight that left
Memphis today. Memphis is the main FedEx hub. It SHOULD HAVE been on
the outbound flight last night, it must have missed that connection
somehow, causing the delay.
FedEx does a fantastic job for us, delayed packages are a rare occurrence.
Still, it is a great pain in the neck when it does happen, for both you and
your customer.
The package will be delivered tomorrow by 10:30am.
Weather looks great for shipping right now. Given healthy reptiles, packed
in a well insulated box, the extra day in transit shouldn't have any ill effects
on the animals themselves. It doesn't change the inconvenience of the
situation, but the animals themselves, which are the most important aspect,
should be fine.
I will track the package again in the morning, to follow the progress.
Again I apologize for the hassle and inconvenience. I appreciate your
understanding and patience, a delayed package is never a fun situation, but
it typically has a positive outcome.
Please don't hesitate to contact me with further questions or issues.
Robyn@ShipYourReptiles
(303) 730-2125 ext. 4
AllProShipping.com
AllProMediaworks.com
ProExotics.com
Tempgun.com
From: Heather Colwell [[email protected]]
Sent: Wednesday, September 21, 2011 7:13 PM
To: 'Steve Kovarie'
Subject: FW: ShipYourReptiles Re: undelivered package
From: [email protected] [mailto
[email protected]] On Behalf Of Robyn Markland Sent: Wednesday, September 21, 2011 7:09 PM
To: Heather Colwell
Subject: ShipYourReptiles Re: undelivered package
Hi John, thanks for the email.
I have tracked that package in question:
http://www.fedex.com/Tracking?cntry_code=us&language=english&tracknu
mber_list=797537617005
I am sorry to hear of the delay. The package is on a flight that left
Memphis today. Memphis is the main FedEx hub. It SHOULD HAVE been on
the outbound flight last night, it must have missed that connection
somehow, causing the delay.
FedEx does a fantastic job for us, delayed packages are a rare occurrence.
Still, it is a great pain in the neck when it does happen, for both you and
your customer.
The package will be delivered tomorrow by 10:30am.
Weather looks great for shipping right now. Given healthy reptiles, packed
in a well insulated box, the extra day in transit shouldn't have any ill effects
on the animals themselves. It doesn't change the inconvenience of the
situation, but the animals themselves, which are the most important aspect,
should be fine.
I will track the package again in the morning, to follow the progress.
Again I apologize for the hassle and inconvenience. I appreciate your
understanding and patience, a delayed package is never a fun situation, but
it typically has a positive outcome.
Please don't hesitate to contact me with further questions or issues.
Robyn@ShipYourReptiles
(303) 730-2125 ext. 4
AllProShipping.com
AllProMediaworks.com
ProExotics.com
Tempgun.com
MajesticMorphs
New member
I will have to go through emails thoroughly later...It appears that Steve left a few out
There are a couple flags here for me. These critters were late getting in,and the buyer says they were cold. At that point, if it were me, I'd have looked them over REALLY close. But buyer takes the time to post that they look 'beautiful and fine' and even posts to the seller's profile. Buyer takes the time to look over the bags for mites, but allegedly doesn't take the time to closely check the snakes themselves.
The next day, the buyer does not mention the time to post both email and to the seller's profile, and check snake bags.
Finally, I have a problem every time I see a buyer saying he will keep the critter and still get money back. I'm OK when I see a seller making an offer like that to remedy a situation, but it just seems like gold digging when a buyer wants to have his cake and eat it too.
I don't know what happened here, but I do not think that it is immediately obvious when or where this injury took place.
I think that often, a BOI thread will give something to the community to take away with them so that future transactions will fare better for having read the thread. In this thread, what I would take away, is that buyers who email the seller that everything is fine should realize what they are saying.
If you are too tired to check the critter out (wrong answer, you should always check the critter out) don't put something in writing about the critter you didn't check.
The next day, the buyer does not mention the time to post both email and to the seller's profile, and check snake bags.
Finally, I have a problem every time I see a buyer saying he will keep the critter and still get money back. I'm OK when I see a seller making an offer like that to remedy a situation, but it just seems like gold digging when a buyer wants to have his cake and eat it too.
I don't know what happened here, but I do not think that it is immediately obvious when or where this injury took place.
I think that often, a BOI thread will give something to the community to take away with them so that future transactions will fare better for having read the thread. In this thread, what I would take away, is that buyers who email the seller that everything is fine should realize what they are saying.
If you are too tired to check the critter out (wrong answer, you should always check the critter out) don't put something in writing about the critter you didn't check.
stevek123
New member
If fairness to myself, I did not update Heather every day on the condition of the Pewter.
My e-mails to her where I did "up-date Heather" on the pewters condition were far from detailed. I was hoping she would come back and ask for more information but that never happened.
When Heather finally asked how he was doing on Sunday Sept 25 (4 days after he arrived, and after I e-mailed and questioned why she never asked) I gave her the first detailed review on how he was doing and what I was doing in treatment.
Heather states she evaluated all the possibilities on what "could" have happened to him and what she came up with was that I closed a lid down on top of him.
My e-mails to her where I did "up-date Heather" on the pewters condition were far from detailed. I was hoping she would come back and ask for more information but that never happened.
When Heather finally asked how he was doing on Sunday Sept 25 (4 days after he arrived, and after I e-mailed and questioned why she never asked) I gave her the first detailed review on how he was doing and what I was doing in treatment.
Heather states she evaluated all the possibilities on what "could" have happened to him and what she came up with was that I closed a lid down on top of him.
MajesticMorphs
New member
MajesticMorphs
New member
Yes Steve it IS and Was a possibility!! NOBODY KNOWS..Personally I know that the snake never left with a mark on its chin, and I dont see how it could have happened in a padded box while in a snake bag...