Wait for it.........
Wait for it...............
Wait for it...............
IndyQ, the worst customer service response ever...
- Thread starter PocketsCalgary
- Start date
As far as a businessman Roy is passionate about anything he sells. He is also very opinionated, as far as bashing others work which he does not sell. I personally do not care very much for that, but that is how he is. It is just his style and you have to know that going in. I really hate to make this borderline negative comment about the guy, because overall i still like Roy. He has done me well as far as buying product from him. So some people you just have to take them as they are worth.
Why didn't you simply stop him and tell him you were not interested in hearing his opinion on Joey?
Seems like Roy is really upset at Joey if he is willing to tell you about it. And for that matter what does it matter? You weren't trying to buy something from Roy you just caught him at a bad time trying to get him to help you sell your Cogs.
Why the need to report this back to AZB in a tattletale fashion? Yeah you got a little more background on WHY Roy wasn't interested in helping you to sell your Cogs but it doesn't sound like he insulted you or your cues.
For consignment there are a lot of dealers willing to take your cues, Roy is not generally known for this and I know personally he prefers not to take anything on consignment. So what's the problem again?
I guess if you had been buying Cogs like Roy buys them and Joey just decided to eliminate a significant chunk of the discount then you might be a little hot as well. But I very much doubt that there are more than 2-3 people on the planet who buy like Roy buys.
In fact I KNOW that there are less than five custom cue and case dealers on the Earth who buy like Roy buys. So yeah, Roy is a little hot when he spends time to build up a maker and buys like clockwork and has to sweat delays and excuses and be in the middle when customers are complaining and the reward for years of loyal service to the cue maker is losing the agreed-upon discount out of the blue.
Maybe IF you were buying on Roy's level you would have had a little sympathy for him. But then again people who don't have a couple hundred high end cues in inventory and close to a 1000 cases can't really understand it. When you don't have a million dollars of your own money invested in wood and leather it's tough to listen to a guy go off about a situation that doesn't matter to you.
Just my perspective. And I have listened to the same ten minute rant about why Roy is not happy with Joey right now. I agree with Roy's reason but I don't think he needs to tell everyone about it. Waste of energy in my opinion to inform people who don't have any skin in the game. No need to know.
Now, I have an honest question. If after listening to Roy vent he had said he would buy your cues or help you sell them would you have gone ahead and dealt with him?
Yes, because there are always TWO sides to a story and since Roy is not here to defend himself I take on that duty.
You never answered my question in the other thread, are you still going to buy me the beer at SBE or not? Got to arrange my sustenance so I don't go thirsty.
And there it is!!!
Sorry John, we all know that Roy is your friend but seriously, I've heard enough of these type of stories regarding sub-par customer service that it's hard to believe its not true.
Yes, because there are always TWO sides to a story and since Roy is not here to defend himself I take on that duty.
You never answered my question in the other thread, are you still going to buy me the beer at SBE or not? Got to arrange my sustenance so I don't go thirsty.
Sorry, I missed the post where you asked. Hell yeah I'm going to buy you a beer. We really should sit and talk for a bit. If nothing else at least we'll be able to discuss things without having to guess the tone of the conversation. It's just too hard to convey emotions in typed words. It should be fun! :thumbup:
I would ask you to play for a bit but I'm sure you heard all the rumors about how bad I play.
And there it is!!!
Sorry John, we all know that Roy is your friend but seriously, I've heard enough of these type of stories regarding sub-par customer service that it's hard to believe its not true.
The thing is that you and others are confusing customer "service" with conversation.
When it comes to actual customer SERVICE Roy is the Gold Standard. But when it comes to tolerating tire-kickers and know-it-alls Roy is very impatient. And to clarify I mean tire-kickers in Roy's opinion.
He is very old school and expects people to introduce themselves formally. When they don't do that which is unfortunately a lot of the time then he is already ticked off. Then he goes out of his way to answer people's questions and expects timely responses and when those response don't come he gets even more upset.
In other words he is a curmudgeon who can't tolerate it when people don't use basic courtesy. And unfortunately when that happens he also tosses courtesy out the window. That sucks and I have asked him many times to consider how it comes across even if he is right. But he simply is wired differently as many are.
But the man will bend over backwards for an actual customer. He sells to and is friends with the biggest collectors in the world and some of the most revered cue makers in the world. You don't get this kind of deep friendship and loyalty if all you are is an ass. Those people who really KNOW him know that he is good people. Those who only get the brash side unfortunately never get to know this.
I have fired Roy three times in the past two months because he has gotten a little too hot at me. Thing is that I deserved to get reamed for being late but I asked him to use softer language to tell me what I already know. At the end of the day though Roy is a dealer's dealer and his passion for the business comes through. Cutting him off would kill him because he LOVES the business, and loves to stock and sell. I have never seen anyone so passionate about selling cues and cases as Roy is. When he sells one cue he immediately wants to order five more. And I am positive that all the other cue makers he deals with will back me up on this.
He is actually a bit smothering when it comes to how much he wants to buy and can't even keep up with getting all his inventory up on line. He is voracious in wanting to know all the details about a product so he can give out the right information.
Without the tic that causes him to go-off he might triple his sales and actually have to hire a couple people to handle all the business. As it is his phone is constantly ringing and his email box stays busy. If you visit him you can't have a conversation where he isn't getting a call every 5-10 minutes.
So, at the end of the day Roy is my good customer but more importantly he is my friend. And I am not wiling to let my friend be stomped on here where he doesn't participate without at least some kind of voice in his defense.
Sorry, I missed the post where you asked. Hell yeah I'm going to buy you a beer. We really should sit and talk for a bit. If nothing else at least we'll be able to discuss things without having to guess the tone of the conversation. It's just too hard to convey emotions in typed words. It should be fun! :thumbup:
I would ask you to play for a bit but I'm sure you heard all the rumors about how bad I play.
Ditto. As for playing a little we can do that for sure. Ask Eric Hu how bad I play, he has me rated as a c-level hack which is probably about three levels too generous. ;-)
But seriously we can play a little friendly action and if it's way out of line we can adjust as needed to insure we break even.
Sorry, but I don't think I'm confused at all. I just re-read this entire thread and saw reports of very poor customer service. One instance in particular stuck out. One of the posters purchased a cue from him and there was a special offering free Moori tips. Roy stated that he could do it and the customer had to have someone else do it. Then the customer had issues with the cue (warped shafts and wrap falling off IIRC) and Roy told him the cue wasn't warrantied because the cuemaker didn't install the tips. Seriously? That's some pretty bad customer service right there.
There were several other stories relating poor customer service as well but it's 3am here and I don't feel like going to re-read it all again to cite specific instances.
Sorry, but I don't think I'm confused at all. I just re-read this entire thread and saw reports of very poor customer service. One instance in particular stuck out. One of the posters purchased a cue from him and there was a special offering free Moori tips. Roy stated that he could do it and the customer had to have someone else do it. Then the customer had issues with the cue (warped shafts and wrap falling off IIRC) and Roy told him the cue wasn't warrantied because the cuemaker didn't install the tips. Seriously? That's some pretty bad customer service right there.
There were several other stories relating poor customer service as well but it's 3am here and I don't feel like going to re-read it all again to cite specific instances.
Once again there are two sides to every story. Would you go through the thread and read all the testimonials of people who had great service and stack them up against the complaints?
I am not saying Roy was right or wrong in any particular situation that I am not informed on. What I am saying is that when it comes to people complaining then with only one side of the story it's too easy to jump to conclusions.
I will make a general bet though. I bet the most premium and expensive beer that we can find in Edison NJ that the positive testimonials from ACTUAL customers who ACTUALLY bought something far far far outweighs the negative testimonials? I promise to rent a car and drive to whereever I need to to buy you that beer if I am wrong.
Go through all the threads about Roy that you can find and I certain that I am right.
The only criteria is that the testimonial must be from people who actually transacted with Roy.
Bet?
Sorry John, but thats a loaded bet. Most of those threads have been removed and I don't want to get into an argument here so I'll just leave it at that.
IF you really want me to post a retort I will but I'm sure it will spark three pages of polemic responses from you. I'm really trying to get along here John. My first post earlier this morning was just some fun ribbing because I knew you were going to respond.
Wake up
Buying and selling anything is a
business transaction. This transaction
involves two people. It always surprises
me how buyers are think they are never in
the wrong. The buyer has as much responsibility
for a successful transaction as the seller.
This idea must be a real shock for some folks.
Transacting is a give and take deal. If a buyer
thinks he just gets to take......he is wrong.
I wonder what the response would be if the a-hole
customer names were posted up here? If anyone
thinks there are no bad customers they need to pull
their head from the sand!
Just my thirty years of business experience here.
Buying and selling anything is a
business transaction. This transaction
involves two people. It always surprises
me how buyers are think they are never in
the wrong. The buyer has as much responsibility
for a successful transaction as the seller.
This idea must be a real shock for some folks.
Transacting is a give and take deal. If a buyer
thinks he just gets to take......he is wrong.
I wonder what the response would be if the a-hole
customer names were posted up here? If anyone
thinks there are no bad customers they need to pull
their head from the sand!
Just my thirty years of business experience here.
Really? I can't think of many instances where the buyer needs the seller equally as the seller needs the buyer. As a result, the buyers demand a certain level of .... you guest it - customer service.
I have never dealt with Roy but seems to me when potenital customers walk away without buying and a poor impression (enough to blurb about it online) then something could be going better for this chap in terms of servie vis-a-vis client aquisition.
BTW, I think customer service and "conversation" are one of the same. If I want conversation i will talk to by friends, when it is from a saleman or proprietor it is customer service.
Yes... really.
If they are not in equal need how does any transaction take place?
The need is the exchange of value for value. Equal "need" is the basis
of most voluntary transactions.
I 2nd that...I've had some email correspondence before that turned me away pretty fast
Sorry John, but thats a loaded bet. Most of those threads have been removed and I don't want to get into an argument here so I'll just leave it at that.
IF you really want me to post a retort I will but I'm sure it will spark three pages of polemic responses from you. I'm really trying to get along here John. My first post earlier this morning was just some fun ribbing because I knew you were going to respond.
No it's totally cool. Actually Justin said it WAY better than I did at the beginning of the thread.
The point is though that Roy has been in business for 18 years. He had a retail business selling custom cues and cases in a storefront with shingle long before the internet took off.
On the internet he built the largest archive of custom cues, mostly mid-range, and the largest archive of SouthWest cues, and carries the most custom and high-end cases out of any of the custom cue dealers.
Despite his tendency to go-off on people he does a LOT of business and the overwhelming majority of it goes flawlessly with excellent customer service.
I also don't have any problem with people telling their experiences. You want to vent then vent but as I said there are two sides to every story and Roy's perspective often has a bit of reasoning to it even if his response was way over the top. It's like I told him many times these past months, even if you are right the moment you lose it is the moment no one cares what the point was.
But, Roy is Roy. You want to know the real net effect of these threads? People go to his website to see what this train-wreck of a person sells and some of them get enchanted by what they see and buy something. So while the people who come here to vent are probably thinking that they are costing Roy business the truth is that they are probably getting him about as much business as they might cost him.
Every time these threads come there are people who post that they have had perfectly great experiences. So at the end it's a wash and Roy's phone keeps ringing.
I can't help chipping in my experience.
I have bought 3 times from Roy and all were great deals. He was very nice, went out of his way to make sure I was happy and was completely first rate.
I know people have had bad experiences but, that doesn't seem like the man I've dealt with. Maybe I've just been lucky.
KP
I have bought 3 times from Roy and all were great deals. He was very nice, went out of his way to make sure I was happy and was completely first rate.
I know people have had bad experiences but, that doesn't seem like the man I've dealt with. Maybe I've just been lucky.
KP
I'll ask this of JB because he seems to know the man. Is there any chance he may be bi-polar? I don't say this to be mean, rude, or to make a joke. I'm serious because maybe he just needs some meds. 