Members involved in this discussion,
What's great about forums is the opportunity they provide for consumers and enthusiasts to provide information about a myriad of topics which ultimately benefit the collective community. Obviously, our passion for travel, overlanding, off-roading, etc. is inherently connected to the consumer products (vehicles, winches, tires, wheels, RTT, Trailers, etc.) that enable us to accomplish our aspirations and enjoy our selected activities.
As everyone knows, researching and comparing products consumes more of our time than actually using them. Although we identify ourselves as adventure seekers and travelers, we're really professional researchers and comparison shoppers, who would thrive as Consumer Report employees!
With this is mind, retailers and business owners, such as Mr. Culpepper, need to understand that customers not only spend hard earned money upon their products, but also invest a tremendous amount of time and effort in researching them. After days, weeks and months of research, when a buyer decides to purchase a product, they have essentially endorsed it (with their time and money) and deemed it capable of fulfilling its specific responsibilities/duties.
When a product fails to fulfill its duties due to poor quality, design, etc. the consumer essentially experiences the emotions (due to their invested time, research, etc.) of rejection and frustration. To compound the issue, when poor customer service is added to the equation of a poor quality product…anger arises…understandably.
I have no issue with Mr. Culpepper selling “cheaper”, lesser quality products, however, if that is his business decision, than he should understand that expedited, consistent customer service must be an active responsibility of his business plan. Sadly, in my experience, it is not.
To respond to Mr. Culpeper (not to continue an argument, but simply to clarify for forum members), when I arrived in Denver and discovered that my annex/changing room was the wrong size…I personally called him. I informed him that my annex was for a larger size of tent, and explained that I was on the beginning of a 3 week expedition. Throughout our conversation, Mr. Culpepper was polite and professional and agreed to send me the correct annex.
I continued to explain that I was departing for Moab, Utah in one day and asked Mr. Culpeper to send the package to the Super 8 in Moab. At no point in time did I request that Mr. Culpepper send the package to my personal/home address, due to the fact that I was traveling to Moab. Prior to ending our conversation, I informed Mr. Culpepper that I would text him the Super 8 address. After the conversation, I immediately texted Mr. Culpepper the address and set out to Moab the next day.
As noted, I never received the annex. For scenario sakes, let us imagine that Mr. Culpepper never received my text. If he had not, and had already accepted the responsibility of sending the package, he could have:
1. Called me back
2. Texted me back
3. Emailed me back
4. Got on Google and obtained the Super 8 address
Mr. Culpepper failed to do any of the above. I must assume, due to the products he sells and who (overlanders, travelers) he sells them too, in addition to his attendance at the Overland Expo, that Mr. Culpepper, at some point in time, has visited Moab. Anyone who has been there knows exactly where the Super 8 is located and also has the knowledge that it is the only Super 8 in Moab. A simple phone call, text, or timely e-mail would have reiterated this fact and provided Mr. Culpepper with the address if he truly did not know.
To add to the conversation of other member's experiences with shipping, as noted, when I received my tent, the floor had three punctures. As noted, I accepted the package due to the fact that I was departing in one week and due to the fact that I was going to improve it with diamond plate. I e-mailed Mr. Culpepper and informed him of the damage and also addressed the issue that the very heavy tent was in a simple single walled cardboard box. I even referenced packaging material (cardboard corners, pallets) to Mr. Culpepper and informed him that he could purchase the products from ULine…a distributer of packaging supplies.
I wanted the next customer to have a better result than I did, and therefore suggested that he palletize his tent shipments. Mr. Culpepper informed me (I forgot whether this was through e-mail or over the phone) that prior to departing his business, the tent was palletized and that the shipping company “must have removed it”. I would be interested in knowing if any other members have received a RTT that was placed upon or within a pallet?
Mr. Culpepper…
My intent is to inform members of my experience, not to disrespect you or prevent you from being a successful business owner. In my opinion, beginning a forum response with “lol” and then threatening to obtain e-mails…reads as disrespectful, childish and unprofessional. I believe a large majority of frustration from your past customers is based upon your ability to communicate on a timely basis and following through on your commitments. I truly hope that you can re-direct your desire to defend yourself and provide excuses and aim your energy into providing better customer service.
