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Thread: My Revzilla Experience. Reply to Thread
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  Topic Review (Newest First)
08-06-2013 6:08 PM
NewbieDoo
Re: My Revzilla Experience.

Quote:
Originally Posted by chris954rr View Post
Ya id be mad to sure it isint revzillas fault. but there slackin in there customer service department, sounds like they have a a bunch people working for them who dont ride and wouldnt understand the importance of needing a tire in a timley fashion. wheather or not its there fault they should be apolgizing out the ass to keep the customer happy. business 1 o 1 the customer is always right. thanks for the heads up on there pooor service apprciated iwill no be using them for any purchases.
Just to put in my $.02, I've ordered plenty of stuff from RevZilla and have always had a good customer service experience. They've worked with me and talked me through finding gloves with my hard to fit hands (sending several at a time with free shipping understanding that most would be sent back), boots for my hard to fit feet, upgrades in back armor, communication devices, jackets, etc. They've even taken some stuff back beyond the typical return window, no muss, no fuss. I'm thinking maybe you had some bad luck with the customer service rep. That was a bad experience with them, but I'd be hesitant to write them off entirely. In the world of online retailers, they're better than the lion's share of their competitors.
07-22-2013 2:12 PM
NotSoFast
Re: My Revzilla Experience.

Quote:
Originally Posted by Monolith View Post

Hi James,
We just got your voicemail and we went ahead and started a trace with UPS to see why the package hasn't moved in some time. UPS typically takes anywhere from 1-8 business days to get back to us about the investigation. If they find it right away it should deliver shortly, otherwise if for some reason it has been lost or damaged they can take a little longer to get a full description of what happened. Either way, we will contact you as soon as we hear from UPS about the status of the package. We have full insurance for the package so no matter what we will get this sorted for you.
Let us know if we can be of any further assistance.
Best regards,
Interesting.. the only thing I can think of at this point is that in their initial email, and when you called a few days later, two of their employee's mentioned that the timeframe for a UPS trace takes up to 8 business days (which is correct from my experience with UPS). since you called late on the 28th the 8th business day would have been july 11th (because of the 4th of july holiday)

Based on your first post it sounds like you were a new customer with them (correct me if I am wrong though)... If you called asking for a refund even after the trace process was explained they could have thought it was a scam attempt. I know for the computer parts its common for scam/fraudsters to say they didn't get it, demand a refund right away, and when the trace comes back it shows they got it... depending on how hard you tried to push they may have been trying to avoid sending or refunding until they were 100% sure what was going on with UPS...

I once got burned at an old company by a guy who was demanding we resend a part right away, and to try and show good service we did. he then said the second one didn't arrive and he was even more mad and demanded a refund. We ended up refunding him, but we had two packages that were lost according to him. So we filed traces on both. Both traces came back saying customer signed for them so we lost both packages, and had refunded him too with no recourse.. after that we never resent anything for a new customer and only issued a refund. That way they can re order if they aren't scamming us, and we don't end up losing a second item since there is a new transaction if they re-order (also makes charge backs easier to deal with)... maybe they just wanted to refund you because you were asking for that and they were worried it wasn't legit..

anyway, i think I've said about all that i know about shipping and traces and what not and who knows what scam and fraud looks like in the motorcycle industry (i don't want to keep speculating and assuming what they were thinking). RevZilla should have done more to compensate you for the trouble but they could have been weary about the whole situation.. at some point they do need to watch out for themselves otherwise they could lose too much money if it happens over and over, or get dropped by their insurance if they file too many claims..

sorry for all the trouble they put you through... Hopefully the new tire from your shop keeps you riding happy!
07-17-2013 3:09 PM
vfrman
Re: My Revzilla Experience.

Maybe that is because Bladeracer is ordering from Australia and global UPS isn't quite as good as in the ConUs... Just a thought.
07-15-2013 1:22 AM
RRDemon
Re: My Revzilla Experience.

Quote:
Originally Posted by Lobsta13 View Post
I buy a lot of things online and have never had an issue with UPS or any shipping company really. Just lucky?
Pretty much the same story from me. Everything I ordered for my Camaro engine was shipped through UPS, fast, to my door, with no lost stuff and no delays...
07-14-2013 11:59 AM
Lobsta13
Re: My Revzilla Experience.

Quote:
Originally Posted by bladeracer View Post
UPS absolutely sucks, costs you time and money. Packages arrive at their door instead of mine, and I have to waste my time going to get the damned thing - even though it cost more to ship than USPS.
USPS is cheap and simply arrives at my door, no paperwork, no screwing around.
I buy a lot of things online and have never had an issue with UPS or any shipping company really. Just lucky?
07-13-2013 7:57 PM
bladeracer
Re: My Revzilla Experience.

Quote:
Originally Posted by Monolith View Post
if I do attempt another website in the future I will be asking if they use UPS...that will be a big deciding factor in the future. Bikebandit uses United Postal Service...who knew they were better than UPS?? (shrug)

UPS absolutely sucks, costs you time and money. Packages arrive at their door instead of mine, and I have to waste my time going to get the damned thing - even though it cost more to ship than USPS.
USPS is cheap and simply arrives at my door, no paperwork, no screwing around.
07-13-2013 7:16 PM
tweezy666
Re: My Revzilla Experience.

I have had stuff take over 4 weeks of it to show up! plus they are hard to get ahold of too! but I still use them there so cheap!!!!!!!!!!
07-13-2013 5:38 PM
Monolith
Re: My Revzilla Experience.

I hope so too...to be honest thats why I held out so long was because of a long list of people who have used them with no problems...but I guess as long as UPS doesn't screw the pooch you never really have to deal with customer service and find out what I did.....
07-13-2013 10:36 AM
RRDemon
Re: My Revzilla Experience.

I am probably going to order a few things from revzilla, if I have the same experience as you I will be more than happy to confirm their customer service. I'll let you know how it goes. (hopefully this was a one-off incident)
07-13-2013 10:21 AM
oxman1196
Re: My Revzilla Experience.

[QUOTE=packman5280;1129543]i tend to have that effect on people it seems. usually not intentional.



A man who recognizes his shortcoming........topshelf
07-12-2013 4:14 PM
Monolith
Re: My Revzilla Experience.

Ok..Packman...lets think of it this way...I know it's quite the stretch in the ways of the analogy...but it really does fit...

You walk into McDonalds...you order a Big Mac...you wait 30 minutes...no Big Mac..you go to the counter and ask where your Big Mac is...Your told they don't know but will find out (UPS Trace)...You sit down and wait another 30 minutes...still no Big Mac...you return to the counter and again inquire about your food...you are then told the cook lost it.....would you like us to make you another one? No I want a refund you say....until we have the lost burger we cannot give you a refund...ok make me another one then...Well...we can't until the cook decides to pay for the burger he lost...

I know UPS is a third party and the cook is first party and all...but in a sense it fits...no one would be happy with that...especially if the person behind the counter didn't seem to care enough to say...put their Iphone down to talk to you...(IE: No apologies or empathy)

NotSoFast: As for emails..most of the correspondence happened over the phone...the only email I received on the matter is the initial one where Mario put a trace on the lost package...


Hi James,
We just got your voicemail and we went ahead and started a trace with UPS to see why the package hasn't moved in some time. UPS typically takes anywhere from 1-8 business days to get back to us about the investigation. If they find it right away it should deliver shortly, otherwise if for some reason it has been lost or damaged they can take a little longer to get a full description of what happened. Either way, we will contact you as soon as we hear from UPS about the status of the package. We have full insurance for the package so no matter what we will get this sorted for you.
Let us know if we can be of any further assistance.
Best regards,
Mario
--
Mario Roehrs
RevZilla Motorsports, LLC
877-792-9455
Motorcycle Jackets, Motorcycle Gear, Helmets & Accessories - RevZilla


This was when the problem truly wasn't even evident yet and the package was only 48 hours late...so it really doesn't say much....we were still on good terms at this time.
07-12-2013 2:30 PM
Lobsta13
Re: My Revzilla Experience.

Quote:
Originally Posted by packman5280 View Post
you are absolutely right. i totally understand this, but saying their customer service could be better, or even that it flat out sucked (which it doesn't sound like it did) is way different than saying it was slap in the face. being empathetic is not the same as being apologetic, and i understand they were neither and you didn't like that, but again, it is hardly a slap in the face.
I don't know, it seems pretty much like a slap in the face to me. When I pay someone for a service and they don't come through, and then don't care that they didn't provide the service, it indicates that they don't care about your business. Apologetic and empathetic is part of customer service. I agree with Ox on this, though they can't control what happens when they ship the item, they can control how they respond when things go wrong. They had their chance and muffed it.
In today's world, word of bad customer service gets around quick. I know that I will think about this before ordering anything from them.
07-12-2013 1:25 PM
packman5280
Re: My Revzilla Experience.

Quote:
Originally Posted by oxman1196 View Post
whew thought I was losing it, Packman always seems to bring out my aggressive side
i tend to have that effect on people it seems. usually not intentional.

Quote:
Originally Posted by setanta View Post
I little empathy towards a customer goes a long way especially if they want further business, tis not only good business acumen but polite too
you are absolutely right. i totally understand this, but saying their customer service could be better, or even that it flat out sucked (which it doesn't sound like it did) is way different than saying it was slap in the face. being empathetic is not the same as being apologetic, and i understand they were neither and you didn't like that, but again, it is hardly a slap in the face.
07-12-2013 11:46 AM
NotSoFast
Re: My Revzilla Experience.

Monolith: do you have a copy of the email they sent you that first day? or just the body of the email? would be interesting to see what their initial response was..
07-12-2013 6:40 AM
setanta
Re: My Revzilla Experience.

Quote:
Originally Posted by packman5280 View Post
so, not their fault, but you're mad they didn't apologize? i still don't get it, seems like they perfectly upheld their side of the deal. sucks they didn't hold your hand and make you feel better about the mix up i guess, but still not really a slap in the face. i would understand a rant against UPS, but that's just me i guess.
I little empathy towards a customer goes a long way especially if they want further business, tis not only good business acumen but polite too



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