Gripe with Mabett

[danmalx]

I want to preface this with I have a few @MABETT products and I like all of them. My gripe is with the customer service. I bought a lidded center console bin from a local who totaled his Maverick. I dropped the lid and the spring came out of it. I messaged Mabett on here and Facebook and when they found out that I bought it from someone else. They said, and I quote, “We do not offer customer service for personal transactions.” I was offering to pay for the spring since I got a deal buying it used and I wasn’t looking for anything for free. I just want to have a product that works the way that was intended. I screwed up and I’m willing to pay for the replacement spring but they won’t help me and haven’t responded back to me since Friday. Good products but I am disappointed with the customer service.

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[Ken L]

First of all, other than having a couple of there products, I have nothing to do with Mabett. As we all know this id the Christmas/New Years holiday season. Friday was the Boxing Day holiday, a statuary holiday in many areas, then Saturday and Sunday and up coming New Years. Most likely minimal or no staff in the office.
Personally I started dealing with an administrative type issue at my medical clinic before Christmas, and after telephone tag, they sent me a email saying to call back on or after Monday Jan 5, 26.
Personally, I would wait untill Jan 5 or 6 and then reach back out to them.

Ken

 

[Hot Runr Guy]

Considering the product came from China, I doubt they are stocking repair parts like the spring in the US. Had you been the original purchaser, they probably would have sent you a new assembly.

HRG

 

[danmalx]

First of all, other than having a couple of there products, I have nothing to do with Mabett. As we all know this id the Christmas/New Years holiday season. Friday was the Boxing Day holiday, a statuary holiday in many areas, then Saturday and Sunday and up coming New Years. Most likely minimal or no staff in the office.
Personally I started dealing with an administrative type issue at my medical clinic before Christmas, and after telephone tag, they sent me a email saying to call back on or after Monday Jan 5, 26.
Personally, I would wait untill Jan 5 or 6 and then reach back out to them.

Ken

Yet they were able to respond to seven different posts. It’s the internet, there isn’t an excuse for not simply replying and addressing the issue properly.

 

[RussCantrell]

So...your gripe is with Customer Service, when you weren't their customer?

 

[danmalx]

I bought their product didn’t I?

 

[danmalx]

Have you ever had a company tell you that they can’t help you with one of their products? I get it. They probably can’t sell me the single spring but telling me that instead of simply stating that the don’t offer support and not responding to me when I ask another question are two different ways of dealing with the same issue.

 

[Glen Baker LLC]

When we move to Las Vegas I still had a 92 Ford Ranger. The rear bearing seal was leaking on the engine. I took it to the Ford dealership and was told because the truck was more than 10 years old they would not work on it.

 

[MaverickDragon]

Not choosing to work on an older vehicle is not that uncommon.
Parts availability, and the potential to have problems due to component age is another.

Even a relatively simple repair that's quoted can turn into a big ticket when hoses fail, fasteners break etc. The shop can be on the hook because "it was okay when I brought it in"...

 

[MaverickDragon]

They said, and I quote, “We do not offer customer service for personal transactions.” I was offering to pay for the spring since I got a deal buying it used and I wasn’t looking for anything for free. I just want to have a product that works the way that was intended
Good products but I am disappointed with the customer service.

They most likely do not have the part to sell or give you, even if you bought the item from them.
They get completed, boxed items shipped from China, not parts they assemble.

Many times I've gotten complete items replaced for very minor problems, but the seller whom I paid for the product, could only send a full replacement. That's more the rule than the exception.

Rather than customer service being "rude", they are just following a script, and theirs likely says what to say when a caller buys an item used.
You are not a customer of theirs for that transaction, so that leg on the decision tree says just what she told you.

Often calls are monitored. If a CSR doesn't follow the script they will be called out for that.
They don't support third party sales as a compony policy, and saying that provides a speedy catch all so they can get onto their que of customers they can actually do something for.

CSRs get rated for time spent on a call, and your desire to engage in a conversation with someone who can do nothing to help you isn't going to change the outcome, but it will hurt them in their performance review.

It's not personal. It's just business. At least you didn't have to converse with a robot.

 

[Hot Runr Guy]

I bought their product didn’t I?

Not from them you didn't.

HRG

 

[danmalx]

They most likely do not have the part to sell or give you, even if you bought the item from them.
They get completed, boxed items shipped from China, not parts they assemble.

Many times I've gotten complete items replaced for very minor problems, but the seller whom I paid for the product, could only send a full replacement. That's more the rule than the exception.

Rather than customer service being "rude", they are just following a script, and theirs likely says what to say when a caller buys an item used.
You are not a customer of theirs for that transaction, so that leg on the decision tree says just what she told you.

Often calls are monitored. If a CSR doesn't follow the script they will be called out for that.
They don't support third party sales as a compony policy, and saying that provides a speedy catch all so they can get onto their que of customers they can actually do something for.

CSRs get rated for time spent on a call, and your desire to engage in a conversation with someone who can do nothing to help you isn't going to change the outcome, but it will hurt them in their performance review.

It's not personal. It's just business. At least you didn't have to converse with a robot.

 

[danmalx]

Yeah that’s very true. I guess I’m just a little butthurt about the dismissiveness to it but you’re right. Time is money at the end of the day. I won’t stop supporting them or buying their products. I’ll just make sure to buy directly from them in the future

 

[Bob zimmerman]

let’s call your bin an ‘assembly’.
It is very common that particular parts are not available for an assembly. Think of the million zillion parts out there that go into making things. Distributors do not stock extra parts for assembled things.

Go to the hardware store and buy a spring. I think your anger towards a company that sells things and won’t send you a spring is unwarranted. Even if you paid them For it.

I have a 12 year old Harley and my Harley shop won’t work on it. It’s too old.

Bob

 

[danmalx]

let’s call your bin an ‘assembly’.
It is very common that particular parts are not available for an assembly. Think of the million zillion parts out there that go into making things. Distributors do not stock extra parts for assembled things.

Go to the hardware store and buy a spring. I think your anger towards a company that sells things and won’t send you a spring is unwarranted. Even if you paid them For it.

I have a 12 year old Harley and my Harley shop won’t work on it. It’s too old.

Bob

Yeah it wouldn’t hurt to check I guess. It seems like a niche kind of spring but I won’t know unless I check, right?

Sorry @MABETT I take it all back

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