Props to RSD for making it right
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Tourer
Joined: Nov 2012
Posts: 368
Likes: 2
From: Yantis, Texas
Props to RSD for making it right
I wanted to make sure that everyone who read my previous post about RSD customer service saw that they did make it good once I made contact with them. Took awhile to get a response but Jay and Rick owned it and made it right. Thanks RSD.
Quote:
Originally Posted by RolandSandsDesign View Post
Hey guys..so sorry for the issue. We were a bit short staffed since half the shop went to sturgis!
I apologize that I can't figure out how to send you a direct message..the part # you need is 0206-4000 and can be ordered by any shop directly through PM, or send me an email and I will get one right out to you.
You can always email me directly and I will get back to you asap!
jay@rolandsands.com
Jay, I want to go on record applauding Rick from RSD for taking care of this for me. After multiple phone calls to the phone number and extension RSD said to call for this retrofit kit, leaving multiple messages for the person to call me back, and never getting a response, I then emailed the tech service department and Rick responded very fast and made it all right. Your website says this part cannot be purchased from a distributor and must be ordered directly from RSD. So that is why I kept calling the number listed and leaving a message. I was more than willing to buy the kit I just needed to talk to someone since you can't order it on-line at RSD or from a distributor. It really got frustrating after a week of leaving messages and no return call. So this was the customer service aspect that was aggravating.
Now, having detailed what happened, I will state that you and Rick both owned this issue and made it right. This is all one can ask of a company and you have restored my confidence in RSD. That is what a good company does and RSD did that. I appreciate you responding on this forum and Rick's superb service to me. Rick emailed me today and the kit is on its way. I absolutely love the Venturi air cleaner as it is a very nice piece of work.
Quote:
Originally Posted by RolandSandsDesign View Post
Hey guys..so sorry for the issue. We were a bit short staffed since half the shop went to sturgis!
I apologize that I can't figure out how to send you a direct message..the part # you need is 0206-4000 and can be ordered by any shop directly through PM, or send me an email and I will get one right out to you.
You can always email me directly and I will get back to you asap!
jay@rolandsands.com
Jay, I want to go on record applauding Rick from RSD for taking care of this for me. After multiple phone calls to the phone number and extension RSD said to call for this retrofit kit, leaving multiple messages for the person to call me back, and never getting a response, I then emailed the tech service department and Rick responded very fast and made it all right. Your website says this part cannot be purchased from a distributor and must be ordered directly from RSD. So that is why I kept calling the number listed and leaving a message. I was more than willing to buy the kit I just needed to talk to someone since you can't order it on-line at RSD or from a distributor. It really got frustrating after a week of leaving messages and no return call. So this was the customer service aspect that was aggravating.
Now, having detailed what happened, I will state that you and Rick both owned this issue and made it right. This is all one can ask of a company and you have restored my confidence in RSD. That is what a good company does and RSD did that. I appreciate you responding on this forum and Rick's superb service to me. Rick emailed me today and the kit is on its way. I absolutely love the Venturi air cleaner as it is a very nice piece of work.
Extreme HDF Member
Joined: Sep 2010
Posts: 14,744
Likes: 402
From: Phoenix '53, '88, '09 Big Twins
Nice
In my business when trade shows are on- everything is screwy. People are hard to get, sometimes they are in different Countries or time-zones.
For smaller shops they sometimes neglect the fact that customers still need the phones or email monitored while they are at a show
This is kind of a learning experience both ways.
I commend RSD for taking care of this as soon as they became aware and hope that next year they'll have someone checking the answering machines and email to service old business while they are working for new business at sturgis etc.
mike
In my business when trade shows are on- everything is screwy. People are hard to get, sometimes they are in different Countries or time-zones.
For smaller shops they sometimes neglect the fact that customers still need the phones or email monitored while they are at a show
This is kind of a learning experience both ways.
I commend RSD for taking care of this as soon as they became aware and hope that next year they'll have someone checking the answering machines and email to service old business while they are working for new business at sturgis etc.
mike
Road Captain
Joined: Nov 2014
Posts: 680
Likes: 224
From: Buhl, Idaho
Owning up?
While I understand the value of a public forum to call out bad, or questionable business practices, it is good to hear someone make the effort to acknowledge a company making it right, whether an honest mistake, or simple oversight, doing the right thing needs to be made known. Thanks for doing so.
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rgjujitsu
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