Sherrilltree

PUClimber

PUClimber

Location
Indiana
I know there has been rants and raves about them in the past over the throwbags and this and that. Well I am not happy with the way things have been handled with an order I put in back in October. It was a special order item that was supposed to be here in early November most likely by the 9th as I was told. I had not gotten it till today. If I would've known it was going to take this long I would've just waited and bought it at TCIA. I was hoping to have it to incorporate it into my lanyard for the collegiate competition but that didn't happen. I know the item is not carried in the catalog and that it was a special order but an email or a call letting me know that it would be in soon or it was going to be late would've been nice. I know on some things sherrill is more expensive and others and I'm okay paying a little more on some things if I get good service and treated right. I feel like on this when the item takes over a month from the tentative delivery schedule. As far as I am concerned I'm done with Sherrill unless they're the only ones carrying an item. In the past I've had nothing but good things but now I'll take my business elsewhere.

P.s. I know they're a sponsor of this site and a big part of the industry but customer service goes a long way in my book.
 
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this one?
 
Seems like kind of a small issue to freak out on. If you've had good experiences with Sherrill in the past, you may consider mellowing out and giving them a second chance.

BTW, I think it is pretty lame to blast a company on an online forum over such a small issue as one carabiner being shipped later than you would have hoped.

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Well the point is it took a lot longer than what it was supposed to. And the only reason it got shipped when it did was my girl was buying me some new toys for christmas that only they sold and I had her ask them when she called and they were like oh yeah we have it. It's been in for a while and they shipped it with the stuff that she purchased otherwise I don't think I would have it yet.

Plus this is the rant and rave section and this is my rant and if Tom thinks it's unfit and deletes this thread then I'll be fine by it. A call or something would've been nice to let me know that oh it's not gonna come in till December almost the end of December at that. You're saying that it is okay that it took 2 months to get here?
 
When your in business your in the public eye and fair game for rants as well as raves. They have disappointed me in several situations with the attitude conveyed regarding customer service where I have had defective equipment purchased through them. When I know I'm paying more than somewhere else then there has to be some value-added.

Outstanding care for your customers keeps them coming back and spending more.
 
Its not our intention for Rant and Rave to be a place to address customer service. The first place that any consumer should go is to the company's customer service department. Give them a chance to do something. After that's been done and the process has rolled along feel free to relate your story.

Think about it...all of us have done something at one client's place that they were unhappy with. How would you like to find out about the disappointment third hand? Wouldn't it have been better for the client to let us know, give us a chance to make things right and then move on? We may part ways with the client but at least we had the chance to make good.

The bigger the machine the more complicated it becomes. The more complicated it is the more likely that there will be a breakdown at some time. There is likely some reason for taking so long to get that biner.

I'm going to make a guess here.

ISC doesn't have bins full of all of their gear. They make production runs periodically. If they sell out of a particular piece of gear then all of the dealers have to wait for the next production run. Think of how easily this backordering can cause problems. At every step in the paperwork process there is a possibility of some error occuring. This complex machine just had a breakdown. Until that gets fixed and the Special Order of the one biner is added to some shipment it is going to be laying around somewhere. Globalization is happening but Wales is still an ocean away.
 
Im gonna have to agree with both PUClimber and Tom on this one. I too have parted ways with a company that had previously been great to me, on the exact same grounds that PUClimber has. I agree 100%, if the service is not there as I would expect for the price Im paying, then I will gladly take my business and my money somewhere else.

On the other hand, I agree with Tom's point that the company deserves the chance to make it right first. In my case, I ordered some items for my military uniform that i needed in a couple weeks. 2 weeks later, no goodies and no phone call. I called, they made excuses. Another week, another call, another excuse. ANOTHER week, another call, another excuse, a cancelled order. I gave them plenty of chances to make it right with me and they dropped the ball, so adios muchacho.

I know exactly how you feel about the way they treated your order, and you have every right to be pissed. But maybe they deserve a phone call explaining how you feel about that service, and a discussion of ways they can rectify the situation before you completely cut off all ties. It might be a problem in their system that they dont even know about, or it might be a mistake on an employees part, but you wont know til they hear about it.
 
Yes, it is important to give them the chance to rectify a situation when a breakdown occurs. It is in this type of situation that the human element in a system comes into play. How did the employee respond? Did they acknowledge the breakdown, offer an apology, then make an effort to expedite the process?

Too often the response is, oh well, shite happens. Wrong. It is a well known fact that the majority of customers will not tell you when your service has failed them. They will tell someone else. The numbers from studies suggest something like 67 people will hear about a bad experience vs about 12 for a good one. And that was before the 'net.
 
Very good point TH. Thats true, the general response kinda seems to be, "we have other customers, who cares if we lose you". Definitely the wrong attitude for a customer dependant company to have.
 
Can't speak for the rest, but Mike A at Vermeer/Sherril Brampton is the best Arborist sales rep in ON. (maybe CAN)

Hands down.

He's the only one of all the other that won't sell unsafe/inappropriate gear for the application described. Had a lot of the opposite occur to students who purchased gear over the years from the 'other guys'.
 
I'm not too keen on those snaps, they seem to open too easily... I like the thin ones that you can't get anymore.

If you've got a problem with sherrill, take it up with them, Tobe seems to have customer service second to none....
 
Now if Mike had bothered to recognize a defective piece of equipment and dealt with it i'd agree Mangoes but, the mark of a truly great salesman is in the aftersales support and service... He lost me there. I've since found what he offers and the aftercare that's so important. Thanks to Vince at Northeastern!
 
PUC,

Sorry about the problem. Not only did we have to gang your special request with an upcoming order from Europe but ISC was out of stock at the time our shipment left. You should have been called and that can be rectified in the future. Please don't abandon us over such an issue. I don't feel it's justified. Most companies in this day in time would not have gone through the trouble for such an item/sale, and believe me, it wasn't worth the profit to process this order, only the customer satisfaction and obviously we blew that. Wait to leave us for having an arrogant attitude, for taking your money without delivering, for not standing behind a warranty or for not getting something you want from a supplier we work with because we're too lazy (all things that i know competitors do regularly).

Then there's the matter of pricing, a delicate matter because in our position it's easy for competitors to make the impression that they're cheaper. If it's not already obvious I should point out how easy it is for competitors to underbid a company that comes out with products first. In your market it can most easily be compared to the first tree service to get their quoting done only to be followed by "the underbidder" who, knowing of the price quoted, simply undercuts the bid, and many time by just a buck or two.

We'll try to do better by you next time... if you come back around that is.

Regardless, take care and bsafe.

Tobe
 
A while back I had a client bad mouth our company and it cost us a decent account.I finally contacted her to see what the problem was.Well she was angry because we did not remove the small deadwood from Magnolia.I sent her a copy of the proposal and it clearly stated only elevation of the crown.I actually did remove maybe 30 or so dead limbs just because Its hard to leave junk like that-for free.She then contacted me and said she assumed the deadwood would all be removed even though it was not in the contract.Sometimes its best to give a company a chance to fix a problem or even give em the benefit of the doubt before airing it publicly.Ive had major problems with several suppliers and lots of minor ones, neglect, bad service,broken promises deadlines being missed and my favorite a package ship to Integrity tree care in Arizona(totally different Integrity tree we are in texas we just happen to need these items for a comp that weekend).What I found thru all this is alot of excuses and the blame game(do they really think Im that stupid I invented the blame game)and nobody really trying to make things right just more empty promises.I guess I dont really get to mad because really Im know better sometimes I forget or blame or neglect things maybe not on a large scale but im still guilty.I guess what im saying is maybe we ought to look at the plank in our own eye ever once and a while.Merry CHRIST MAS go serve your king.
 
Tobe, Thank you for joining in the thread. Two fold reason, one -- it means that you care, and two -- it means that you are reading the buzz and keeping a pulse on what the tree industry needs, wants, and just dreams about.

PCU, I know your frustration, not with Sherrill but with another company, and I know how it can take the sharpness out of ones saw. Anyway the real question is how did you do in the collegiate competition? I know this did not stop you.
 
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