SherrilTree- my latest experience

treehumper said:
My pet peeve is with the price guarantee. Make it that minor details that don't have any bearing on the product function aren't enough to disqualify a product from the guarantee. For instance, the color of the biner. In all other respects the same product but color and thus no price guarantee. Not good.
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Happy to report that this has already been fixed!
 
The last time I ordered from sherrilltree they didn't have the saddle I ordered so they refunded my 200$. Then 4 days later they took the same 200$ out again and had buckingham send me the saddle direct all without my knowledge. And then when I realized what had happened I called to find out what the deal was. They told me that they had just shipped the package and There was nothing they could do. So I get the unwanted package in the mail direct from buckingham. I call sherrilltree back to get a return authorization and they tell me that since they themselves didn't ship the package that I would have to pay to ship it to buckingham but before I could do that they had to get a return authorization from buckingham. A week goes by with no word. I finally get an email authorizing the return. So I payed 18$ to ship it to buckingham. 5 days later buckingham receives it. Another week goes by with no word so I call sherrilltree back to find out if they have talked to buckingham which they hadn't. Finally after another week I get a refund email saying my money will be refunded. It took three more days before the money was in my account. I can not tell you how frustrating the whole experience was. Their customer service was atrocious. It reminded me of a visit to the dmv. All I can say is thank the climbing gods for treestuff


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BougalouBlain,

That sounds absolutely brutal, and I can't apologize enough. Perfect example of the procedural excess we allowed to get in the way of taking care of our customers properly. In the past few months, we've weeded out this sort of practice, and have focused on friction-free transactions for our customers. And we're continuing to identify and correct things to improve our customers' experiences with us.

I'm going to PM for some details so I can use your experience for internal training; making sure this doesn't happen again.

Thank you for bringing this to our attention. If we're lucky enough to get a second chance from you in the future, I guarantee it'll be a better experience.

-Sean
 
Glad y'all are working on it, Sean. Keep up the hard work. It'll pay off eventually. It'll be nice to have a 3rd arb supply house to order from again.
 
I just received a large ropeboss basic that I had a Vermeer salesman bring when he was in the area. This is the fourth one I have bought and I like them as they serve me well. But my gripe is that there are two different cinch cord designs for the top. The double chich is great but the single sucks. Why are they different and why does it seem that the single comes from Vermeer and the double from the home office? Sean?
 
oldoakman said:
I just received a large ropeboss basic that I had a Vermeer salesman bring when he was in the area. This is the fourth one I have bought and I like them as they serve me well. But my gripe is that there are two different cinch cord designs for the top. The double chich is great but the single sucks. Why are they different and why does it seem that the single comes from Vermeer and the double from the home office? Sean?
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oldoakman,

I'm glad you're getting good use out of the bags. I dug around a bit today to find out about the single versus double cinch tops. The double cinch tops were on one of the earlier versions of the bag, but we switched back to single cinching in the batches since then. We checked our warehouse and it's nothing but single cinches.

It's been a while, and I don't personally recall why we made the change, so I asked our product development manager about it. It seems as though the double cinchers left a lot of excess cord that enough people found bothersome.

I found one of the double-cinchers in storage, and I can see how it closes easier. I'm going to see if we can look into bringing back the double-cinch that avoids the excess string issue, or at least improve the single cinch.

Thanks for the feedback!

-Sean
 
Sean here is a outstanding issue that still is not resolved, perhaps you would be willing to look into it for me since the previous management failed to get back to me.
this is an email copied verbatim.

Ben,

Thank you for your e-mail. Our apologies for the delayed response. We are in the process of researching this with our vendor and will touch base with you as soon as we have a response.

Best Regards,

Customer Service
SherrillTree


-----Original Message-----
From: Ben Williams [mailto:bwi27221@internode.on.net]
Sent: Wednesday, April 24, 2013 3:39 AM
To: SherrillTree Info
Subject: product quality

Gday, my name is Ben Williams and I am a cert3 arborist in australia. on the 4/2/11 I purchased a bigshot kit from wesspur tree suppliers in the usa and since taking delivery have been using it to access high points it many trees and while I have been very happy with this product I need to ask you about the material that holds the launching pouch to the rubber sling.
recently I noticed that the material is breaking down fairly rapidly and i can no longer trust it will not fail at the next use.
I dont understand why it is doing this as I am the only user of this item and when not on site it is kept clean and dry away from direct sunlight fuels oil etc so I am at a loss to explain what is now occurring, other companies that I contract climb for have older versions of the bigshot that show none of this material breakdown occurring and I have had a similar problem with the wingman pouch's bottom material and the line boss rope bag material as well.
I have enclosed some photos in a zip file to demonstrate what I am saying and am eager to get an answer as to what is occurring as I am known amongst companies and other climbers for my attention to good practice gear storage (even been called a bit OCD:).
best regards Ben.
 
Hey Ben,

Sean is out of the office the rest of the week, I will look into it and let you know what I find out. Thanks for bringing this to our attention.

Chris.



EDIT:

OK I talked to customer service and apparently I was late to the game, they had already started working on this post. Check your e-mail and private messages, we will be in contact with you shortly to get it resolved.
 
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Chris while I appreciate the immediate response time, the actual bigshot head was replaced, the offer of meeting with the company exec' who was "supposedly " going to be passing through Adelaide and the meeting never happened and no answer was ever forth coming as to why these "top" of the range products had materials that turned into black fish scale flakes.
I was told I would have the opportunity to show these items and go over the problems face to face with the exec' from sherrilltree
besides since purchasing my APTA from treestuff I haven't needed to use the bigshot again and just carry it around in case the bike pump fails.:D
I still would like some answers on why my "top of the range" climbing gear just plain turned to useless and expensive crap since I was promised them and no refund or replacement was given for the rope bag etc and the problem has not reoccured with the replaced bigshot.
after that little incident I have restricted myself to only purchasing from sherrill in a needs now situation and def' not any of the climbing products.
cheers Ben.
 
Good for you Ben. Looking at the dates, I'd say moving on was warranted.

My last purchase from Sherrill was a set of knives for my chipper that were sent loose in the box. 3 sets of 2. My UPs driver had a 2" gash in his hand from this. When I called, they said "Sorry, we'll look into it." REALLY? Adios! Treestuff all the way. That was three yrs ago. I don't look back.
 
CreTree said:
I'd say moving on was warranted.
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normally I would have let it go but a promise is a promise and I left the day free for the meeting which is the equivalent of $600.00 AU in my pocket if I had worked instead of being idle ( this was when I had twelve weeks of bookings so every day counted) so I feel that if the new breed are genuine in rectifying outstanding issues unresolved then why not get it dusted.
 
Stihlmadd said:
normally I would have let it go but a promise is a promise and I left the day free for the meeting which is the equivalent of $600.00 AU in my pocket if I had worked instead of being idle ( this was when I had twelve weeks of bookings so every day counted) so I feel that if the new breed are genuine in rectifying outstanding issues unresolved then why not get it dusted.
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Sean ought to give you $600 credit for that!
 
classictruckman said:
Chris were you in Ottawa on May 25th?
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I was at the Canadian seminars this year! The seminars hosted by our Brampton branch were a ton of fun, and it was awesome to meet so many new faces this year and I hope you come again next year. On a side note, what would you like to see as a topic next year? It should be time for advanced rigging, but if there is support for something else we can work that in!


But back to the topic at hand, I normally handle our international Vermeer dealers which is also why this post stuck out to me. I would have been the Sherrill rep that would have been in Adelaide in 2013 (September 28th 2013 was the seminar) But I did not have any notes to meet anyone outside of the seminars, but I am far from an "executive" just a working rep (if you know what I mean). The missed meeting could have been a mix up in a number of different ways and I apologize about that because after all I would have been the one you met with so I take responsibility for that. The products quality has definitely changed over the various generations and I can tell you that the RopeBoss bags we sell now have had user suggested modification that really do make them some of the best bags on the market. I put NOTHING past the damage that our customers do but I can tell you that this generation of RB bags has traveled with me all over the world and Delta has failed to break mine packed with 50lbs of gear. My other gear bags fell apart after only a few trips last year. As for the BigShot tubing, there could have been a number of different environmental factors that lead to the degradation... and that manf has been changed since 2013 as well and we have not had many complaints about the rubber.



I know firsthand in my own personal life how frustrating it can be to not have a company follow through and we are trying REALLY hard to change the way things are handled here, which is why despite it being 2+ years we are still going to attempt to make the products right for you Ben. It is the least we can do from one professional to another.



So, I am again going to be in Adelaide on September 5th. Vermeer is hosting another seminar on intermediate to advanced climbing techniques. I will PM you my personal information and if your work allows I would still like to get together with you if our schedules meet up. (Dinner or something)




Now CreTree, the way chipper knives are packaged should be much different now to avoid that kind of damage to the package as well as other products that may be in the box. I appreciate you commenting, even though it was a bad experience. I only hope that in the future you give SherrillTree another chance. If you call into the office you can ask to speak with me directly and I would be more than happy to see your order out the door. We cannot change the past orders but we can work hard to make sure we are respecting our customers moving forward.
 
"There’s an old story about a man who comes across a young boy on a beach covered with starfish. The man watches as the boy runs along the shore, tossing the creatures into the ocean one by one. The man finally tells the boy that he’s wasting his time because he can’t possibly get all the starfish back into the water. The boy tosses another into the sea and says, “I made a difference to that one.” Responding to customer complaints is much the same. You can’t please everyone all the time, but you can please one person one time… and that can make all the difference."

http://www.is4profit.com/business-a...the-importance-of-great-customer-service.html
 
Ken Robinson delivered an excellent and amusing TED talk "How Schools Kill Creativity".
In it, he mentions an illustration of a (usually disengaged / bored) six year old girl in class one day. The teacher asks her what she is drawing, and the girl says : "It's a picture of God".
Teacher replies: "Nobody knows what God looks like"
Girl says: "They will in a minute". :D
 
ReLeaf said:
I know firsthand in my own personal life how frustrating it can be to not have a company follow through and we are trying REALLY hard to change the way things are handled here, which is why despite it being 2+ years we are still going to attempt to make the products right for you Ben. It is the least we can do from one professional to another.
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thankyou I appreciate any efforts to gaining an answer. please check out another posted thread on here gear transport to job site page 5 where another climber is describing the same problem occurring with his gear.
 
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