PM Gear customer service fails to communicate with their customers... again.
Since I started this thread I have emailed back and forth with Pat a half a dozen times. He told me that the latest update from the factory was the skis should be ready for shipping on the 15th. I asked to be kept in the loop, good or bad, and to be contacted on the fifteenth with whatever info was coming out of the factory.
I then learned that Pat had to leave town for a family issue, so I asked to be put in touch with whomever would be taking over while he was gone. I realize that he is the main dude, but I assume PMGear has other employees, right?
I was never contacted by anyone else.
The fifteenth is now past, and I have not heard anything from anyone.
This suggests to me that one of three things has happened.
A) There is no one else to take over while Pat is out of town, or he did not get my message asking to be kept in the loop... so everything is at a stand still until he gets back.
B) The factory has not been contacted, even though they promised their product two days ago.
C) Whoever is in charge in Reno at the moment HAS talked to the factory, and has elected for whatever reason (maybe more delays) not to pass the information along to their customers.
Although a shitty situation, A is the only acceptable answer here. I understand that family always comes first, and can not hold Pat responsible for being away if his needs him. I had assumed that SOMEONE would be there to pick up the slack while he was away. If this person doesn't exist than that just sucks. The company is even smaller than I thought I guess. If there IS someone who is in charge now, than Pat may not have gotten my request for them to contact me; however, I shouldn't have had to ask. I would think that if an update was supposed to come the 15th, than it would be passed along to the customers. I shouldn't have to ASK to be kept informed about skis that should have been here months ago.
If the answer is B, than it suggests that I am dealing with people who are really just bad at business. If they were promised a product (which has suffered multiple delays) two days ago, and have not even called to see if it is ready, than they need to re-think their priorities. Moving skis that were paid for months ago should be at the top of the list!
If the answer is C, than it shows either a severe lack of internal communication, or that they simply don't really care that much about keeping their customers happy and living up to their commitments.
I'm hoping it's A... I think.
DoWork, you made some good points in your last post... but I still question their commitment to good customer service. If there is anyone left working at PMGear while Pat is gone I should have been contacted with an update two days ago. I was not, and that sucks.
I feel like I am doing the right thing by posting this here. This is a ski forum where I come to talk, and sometimes bitch about skis and skiing. This is also a place for me to warn potential customers that if they want to buy skis from PMGear, they should be prepared to wait a half a season for them, and not to be contacted with updates when the promised shipping dates come and pass. If you think that I am wrong for doing this, FKU. I think I'm right.
Here's some MOVEMENT
stoke. All you Bro Ho's can kiss my ass.