FOM
12-18-2004, 09:29 AM
A tale of extreme customer service- CS-Designz
As many of you know, we have been testing the new CS-Designz vision board. Well these things are great and almost a no brainier for any one with a non-vision Impulse.
So we ordered a bunch of production boards. And started waiting.
The sample board we have has a small programming glitch in it, so there was a delay in shipping while that was fixed and the new program loaded.
So we waited.
We were told we would get them on Monday or Tuesday, so when we had no board on Wednesday we contacted CS-Designz. They had been shipped, they had a shipping number, but the Post Office couldn’t find them. We talked to Chris, and he told us that if the post office couldn’t tell him it would be delivered the next day, he would send us another batch “next day”
Friday morning arrived, the next day package arrived, and we were Happy. We started installing the boards in the pile of guns that were waiting to be sent out to go under the trees of good little boys and girls
Suddenly we were Sad. We test stuff before we ship- and something was WRONG. PANIC! Tried several boards MORE PANIC! Call Chris on his private for emergency only cell phone- try a bunch of stuff- we can’t sell these boards!
To further complicate matters, our guns have a new version of the cricket board in them. So is it a problem with the new board? Is it a problem with the cs-board? (The new board has a great big clump of epoxy over the processor so people can’t swap out the processors to ECS their boards.)
Then Chris said, “Maybe I’ll drive out there and fix that” “You know we’re in MICHIGAN and You’re in Wisconsin, Right?”
Late Friday night He shows up. Spends several hours here reprogramming all our boards. So now we really WILL be able to get the guns to customers before Christmas.
Guys that is the most extreme, do any thing to make it right, customer service I have ever seen! I don’t think there is any other company in Paintball that would go to those lengths to make their product right!
As many of you know, we have been testing the new CS-Designz vision board. Well these things are great and almost a no brainier for any one with a non-vision Impulse.
So we ordered a bunch of production boards. And started waiting.
The sample board we have has a small programming glitch in it, so there was a delay in shipping while that was fixed and the new program loaded.
So we waited.
We were told we would get them on Monday or Tuesday, so when we had no board on Wednesday we contacted CS-Designz. They had been shipped, they had a shipping number, but the Post Office couldn’t find them. We talked to Chris, and he told us that if the post office couldn’t tell him it would be delivered the next day, he would send us another batch “next day”
Friday morning arrived, the next day package arrived, and we were Happy. We started installing the boards in the pile of guns that were waiting to be sent out to go under the trees of good little boys and girls
Suddenly we were Sad. We test stuff before we ship- and something was WRONG. PANIC! Tried several boards MORE PANIC! Call Chris on his private for emergency only cell phone- try a bunch of stuff- we can’t sell these boards!
To further complicate matters, our guns have a new version of the cricket board in them. So is it a problem with the new board? Is it a problem with the cs-board? (The new board has a great big clump of epoxy over the processor so people can’t swap out the processors to ECS their boards.)
Then Chris said, “Maybe I’ll drive out there and fix that” “You know we’re in MICHIGAN and You’re in Wisconsin, Right?”
Late Friday night He shows up. Spends several hours here reprogramming all our boards. So now we really WILL be able to get the guns to customers before Christmas.
Guys that is the most extreme, do any thing to make it right, customer service I have ever seen! I don’t think there is any other company in Paintball that would go to those lengths to make their product right!