Nitroplanes.com well, they lost me as a customer.

[Nitro Blast]

Update, just got this message via Facebook:


Nitro Technicians

• 
  The issue with Taylor has been resolved, we have removed him from chat. I'm heading to the parts department right now and I will give them the shafts to send out to you.
  

So, how much if that is true? You decide. All in all a bunch of hassle for a silly motor shaft, but once it hit facebook, I got prompt, direct service. Something I should have been able to do directly.

[crxmanpat]

Sad that you had to take it that far to get standard service. As a small business owner, I'd never get any future sales with an attitude like Taylor's.

Plus, "he has been removed from chat". What does that even mean? He can no longer handle customer services issues and has been relegated to sweeping the warehouse? Somehow I don't think so.

[Old Fart]

Sadly, it probably means that he logs in as "Robert" now instead of "Taylor". I doubt there ever WAS a "Taylor"

[crxmanpat]

Yeah, I have seen the employees of NP, and they are decidedly NOT of the Western persuasion, so I seriously doubt "Taylor" was a CSR.

[Old Fart]

Like when you call for IT support and (obviously) are talking to someone in Pakistan. I never realized Bob was such a popular Pakistani name

[earthsciteach]

I'm glad it seems to have worked out for you, Nitro.

[Nitro Blast]

Originally Posted by Old Fart

Sadly, it probably means that he logs in as "Robert" now instead of "Taylor". I doubt there ever WAS a "Taylor"

Thats exactly what I thought.... Taylor became "Peggy".....



Fact is, I would hate to hear anyone losing their job, doing what the company told them to do, if in fact they were doing just that.
But... do I believe that "Taylor" has been removed? Nope, and thats a good thing. Simply tell customer support that show sales are warrentied, and be done with it.

[spad]

I don know, he may be a kidney donor, now!

[dahawk]

They broke the Golden rule in retail. An unhappy customer tells 10 others who in turn tells 10 others. Look what their response did for them here ! We're not talking about a part that would break the bank at NP. Should have solved in less than 5 minutes. So, Mr. VP of Nitroplanes, how much did this episode really cost you ?

[NJSwede]

Originally Posted by Nitro Blast

Update, just got this message via Facebook:


Nitro Technicians

• 
  The issue with Taylor has been resolved, we have removed him from chat. I'm heading to the parts department right now and I will give them the shafts to send out to you.
  

So, how much if that is true? You decide. All in all a bunch of hassle for a silly motor shaft, but once it hit facebook, I got prompt, direct service. Something I should have been able to do directly.

Most of it is probably true. Taylor probably doesn't even work for NP, but is provided by some external company, possibly in a foreign country. He probably has no knowledge whatsoever of the products and is just reading from a script. He's typically paid based on how quickly he closes cases, so it's in his interest to get rid of you quickly. The good ones close cases by providing (albeit canned and scripted) solutions and keep the customers happy. The bad ones... Well, you just experienced what they do. Most likely NP just told their vendor of first-line support bodies that they shouldn't use Taylor for this particular account.

All of this is based on pretty deep insight into how customer support is done in the software business. It probably works about the same in this business.

The cool thing is the power social media has today. By being the squeaky wheel on Facebook, you got a direct connection to someone who actually has the power to make things happen. NP took the opportunity and turned bad publicity into a case where an unhappy customer got special attention in front of the whole world. Your problem is solved and NP look like they care. Ain't life in the 21th century fantastic?

[Fishbonez]

Originally Posted by Nitro Blast

Kudos to my homie, EARTHSCITEACH.


That got their attention, and apparently they are giving me the shaft.... And sending a new replacement shaft also, one they apparently found that they didnt have before.

Cool way to go Nitro, Teach that was a great idea and am glad they are going to make this right

[kyleservicetech]

Originally Posted by Fishbonez

Cool way to go Nitro, Teach that was a great idea and am glad they are going to make this right

Yup
Take a look, 36 posts in this thread for a three dollar motor shaft. (Cost is probably a fraction of that.)

[Nitro Blast]

UPDATE:

New motor shaft(s) arrived today.

Why they sent 2? Who knows/cares. I never asked for anything more than what I needed, but now I have a spare.


The power of social media. Who woulda thunk?

[Fishbonez]

Originally Posted by Nitro Blast

UPDATE:

New motor shaft(s) arrived today.

Why they sent 2? Who knows/cares. I never asked for anything more than what I needed, but now I have a spare.


The power of social media. Who woulda thunk?

Cool Im glad it worked out for you. Shame you had to go through all that and I have put them on my Watch list

[bluzjamer]

I nearly wet myself the first time I saw the Peggy commercial but it does fit.
How NP ever stays in business is beyond my understanding. I can't find a cowl or motor for a Cesna 182 airfield 55" red model. I can fix the plane with parts otherwise it will sit on a ceiling joist in the garage. Noting that I want at NP is in stock.....nearly the whole place is out of stock. Must be waiting for the big calamity on Dec 21, 2012..
At least I can still sit back and play the bluz!