Anyone else being blown off by Autohome?
- Thread starter mep1811
- Start date
I have always been very humbled with the way Kurt, Terry, will, marytn, Fernando respond to customers. They are always trying to make the experience a good one. They always want feedback and are always eager to help in any way. These guys put the customer first and it really shows.
I guess we are all just a bit spoilt by good customer service. I look forward to my new gear as much as I look forward to speaking with these guys.
We need to remember that not all vendors are as nice as others. Not all vendors are customer focused. Some don't give a crap that you are pissed off or your order took months. Their only quip is that they will be there for future customers. Unfortunately no one is irreplaceable, your customers will find an alternative. Especially in an esoteric market of overlanding goods.
That being said, I feel for the OP. It sems you deserve an apology. It may not mean mch coming from me but it sucks that your tent is late, that the customer service blew and that you didn't even get a decent apology.
-Sam
I guess we are all just a bit spoilt by good customer service. I look forward to my new gear as much as I look forward to speaking with these guys.
We need to remember that not all vendors are as nice as others. Not all vendors are customer focused. Some don't give a crap that you are pissed off or your order took months. Their only quip is that they will be there for future customers. Unfortunately no one is irreplaceable, your customers will find an alternative. Especially in an esoteric market of overlanding goods.
That being said, I feel for the OP. It sems you deserve an apology. It may not mean mch coming from me but it sucks that your tent is late, that the customer service blew and that you didn't even get a decent apology.
-Sam
78Bronco
Explorer
x3
I wont even by toilet paper from AH.
however I am interested in the B.S. you are selling these days.
Martyn
Supporting Sponsor, Overland Certified OC0018
Thank you for your kind words about our customer service, we do try to do our best for our customers and for our company.
A few points to consider:
Importing product is a true nightmare, something we have tried to move away from. Delays are just part of the game, quality control can be an nightmare depending on who you are dealing with, and the cash outlay is huge and upfront. Delays happen at every step in the import process. The manufacturer can be delayed, the container can be packed just to sit at the port, the ship can be delayed, re routed, or break down. Increasingly containers are selected for detailed search here in the USA. So a 6 week delivery time can easily double.
Placing orders 3 months out is always problematic. You look at what you have sold over the past 12 months to try and predict what you should order. You look at what you have in stock, and what hasn't been a big seller and go from there. Invariably you're wrong with your prediction.
Once the container lands at your warehouse it's crazy. Building skids, arranging shipping, filling back orders, answering phones etc. I know Mike is in the thick of this right now.
Truths, half truths, rumors, and disinformation have always been part of our lives. It's hard to have a discussion around a campfire without people having diverse experiences with a company. Some experiences are first hand, some are a third parties experiences, some are something that was read on a forum. It's not something an individual or company can control. Sometimes it's very upsetting to hear something that's being said if you feel it's incorrect. For us small business owners it's very personal as we have our hearts and souls in our business.
It's also easy to come across, or have your intentions misinterpreted. When using the written work, smiley icons may be the only way to add the correct emotion. It's also easy to get caught up in the heat of the moment and post something that you may reconsider after sitting down and having that calming cup of tea.
It's a complex matrix, lots of gray and not much black and white.
Scott Brady
Founder
Autohome has a good reputation, and stands behind their products. The fact that Mike chimed in here shows his desire to provide good service
kai38
Explorer
But has MEP1811 got his cover or heard from AutoHouse since this was posted?
I know he has been waiting at least 5 months since the EXPO when he talked to AH.
Corey
OverCamping Specialist
I am a happy AutoHome customer since spring of 2008, and have had a few transactions with them since the purchase of my AirLander.
Mike has always been there to answer the phone when I have called, or he has gotten back to me from his personal cell phone when the shops phone went to voicemail if Mike was out in the shop fulfilling orders or even on the road commuting.
A Martyn stated, the products are made clear on the other side of the planet, so it does take time getting here.
No different than many ARB products that are held up from coming over from Australia.
And for the record if I owned a business and had people on a forum telling me how to run it, I would tell you to F off.
Mike has always been there to answer the phone when I have called, or he has gotten back to me from his personal cell phone when the shops phone went to voicemail if Mike was out in the shop fulfilling orders or even on the road commuting.
A Martyn stated, the products are made clear on the other side of the planet, so it does take time getting here.
No different than many ARB products that are held up from coming over from Australia.
And for the record if I owned a business and had people on a forum telling me how to run it, I would tell you to F off.
WASURF63
Adventurer
I've owned a couple Autohome RTT's in the past as well.
As Corey stated, Mike went well above and beyond with customer service a few times for me as well. He always kept me informed and returned calls in a reasonable time frame. I can understand why he was chapped with the before mention posts, and also understand the OP's frustration as well.
A respectful PM from both parties will hopefully smooth this all over, so we can all get along in the sandbox again. :victory:
As Corey stated, Mike went well above and beyond with customer service a few times for me as well. He always kept me informed and returned calls in a reasonable time frame. I can understand why he was chapped with the before mention posts, and also understand the OP's frustration as well.
A respectful PM from both parties will hopefully smooth this all over, so we can all get along in the sandbox again. :victory:
skysix
Adventurer
Apologies due for the incorrect terminology. And I am sorry. But what I meant was some sort of document that would let me know where in the process the item was - on the sea, at customs, being shipped accross the country etc. Would also let me know if it was a retailer issue of an AH one - seems to be some variation in stories happening.
This info would have been VERY nice to have in August as vacation and time off work planning needed to be made. No info meant that I had to assume it wasn't going to be in in time to use - so those slots were lost. Wife not happy = frustrated/hasty post. Hopefully will be in-hand in time for me to apologise (suck up) with a nice fall trip before the rains start - just sucks that I'll have to take time off without pay instead of vacation time...
But as far as the product and previous service goes - NO complaints.
78Bronco
Explorer
The best part of this thread is that the Autohome rep chimes in here instead of servicing your needs properly through email or on the phone during the previous 6 months to save face. :chef:
Ford Prefect
Expedition Leader
X2
I hope that he at least sent the OP a PM/e-mail, or a phone call to square it away.