Re: 930 walnut forearm FAIL
Interesting developments: after getting so fed up with Mossberg Customer Service, I decided to email Tom Taylor and Iver Mossberg directly, up in Connecticut. Boy, did that get things jumping!
I got not one but 2 personal calls from the Texas shipping facility shortly thereafter, apologizing and telling me that my part would be shipped out overnight (delivery today).
What a saga... check out the email thread:
*************
Mr. XXX,
My apologies for your poor experience with our customer service. Let me see what I can do to expedite your situation. This is not our typical response.
Thank you for just a bit more patience.
Tom
Tom Taylor
O.F. Mossberg & Sons
Vice President, Sales & Marketing
xxx@mossberg.com
(xxx) xxx-xxxx
From: Sean XXX [mailto:xxx@infolocktech.com]
Sent: Monday, December 19, 2011 4:53 PM
To: Taylor, Tom
Cc: Mossberg, Iver
Subject: CS oversight issue
Importance: High
Mr. Taylor, I’m a Mossberg shotgun owner and I’d like to bring a continuing customer service problem to the attention of the appropriate senior executive(s) on your team. I do not know who those individuals are, but I’m hoping you can forward my note to their attention or assist directly in getting this resolved as soon as possible.
I placed an order for a shotgun forearm for my 930 autoloader on 11/28/11. It’s now 12/19/11 and that order has STILL not been processed or shipped from your Texas facility. I’ve called every day for the past 3 days running, and more than 7 times in total, to check on this order. Each time I wait at least 15 minutes – and sometimes as long as 45 minutes – on hold. When I do get someone on the phone, they are neither helpful nor knowledgeable. Last week I was told “the computers are down” for more than 24 hours and there was no information available.
Today I was told, unapologetically, that my order would now be shipped out next week (!!) due to “a backlog of other orders”. I asked to speak to a supervisor and was placed on hold, and left there, until I hung up in frustration. At no time has any CSR expressed any regrets, apologies, or offered to personally address the situation.
To say I’m frustrated is a vast understatement.
My order # is xxx. Thanks in advance for your attention to this matter.
--
Sean xxx, CISSP, CISA, CRISC
Sr. Security Consultant
infoLock Technologies
xxx.xxx.xxxx direct
xxx.xxx.xxxx mobile
xxx@infolocktech.com