I got screwed by the Scott rep.....
#76
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It sounds like you got scammed by a man who happened to show up in a Scott uniform and truck. Once he left with your money you had no leverage to pressure him to do what he said he would do. Lesson learned: buying from CL never exchange cash for anything with a promise to deliver something in the future. Sad to say this man's word is not worth much. Wonder how he treats dealers in his area? This cost might be called a "stupid tax". I have paid my share of stupid taxes.
#77
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So take the fact that dealers are Scott's real customers and the fact that the OP didn't even buy from an authorized dealer and you can see how frustrating it's going to be for him. Often, bike shops can be a better source of help in this regard because they do have muscle the consumer doesn't have and manufacturers don't like losing reputable dealers who move enough product.
Add to that, a good shop is cognizant of the fact that going above/beyond for someone can help them get a coveted, retail customer. Finally, a shop that sells a lot of Scott product likely has an avenue through which they can reach a higher level of person inside Scott who might actually be motivated to get something done.
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At the end of the day, this all comes down to legalities and legally, OP is not a customer of Scott. Legally speaking, there is no such thing as an indirect customer in terms of customer fulfillment and service. Generally speaking, warranties aren't transferable and any customer service promises Scott makes would apply to an original purchaser buying from an authorized channel.
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Now I want Monster to pursue this just to see the outcome. I believe compensation would be available to him if he put forth a little effort. It might not even take making a big stink about it.
#80
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I'd at least like to see the bum fired- at least it would restore people's faith in Scott- letting us know that they care about the wuality of the people who represnt them; and about those with whom they come in contact with. If i were the OP, I wouldn't be expecting any dough from Scott....but just to know that they "took care business" and were concerned with what happened involving one of their employees, and took approrpiate action, would satisfy me- and I have a feeling that OP feels similarly.
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Stan, I understand what you're saying and that might work in some organizations. But, as a rule, a product-based person is going to care far more because they realize that a negative customer interaction can spread like wildfire. A CFO is going to look at that situation in many cases and say the guy wasn't even a customer of the company to begin with.
That's the important distinction here. The affected party is not a Scott customer, but a victim of a scam perpetuated by a Scott rep. Dishonest salespeople aren't exactly uncommon, so it's not that much of a "slam dunk" going that route.
That's the important distinction here. The affected party is not a Scott customer, but a victim of a scam perpetuated by a Scott rep. Dishonest salespeople aren't exactly uncommon, so it's not that much of a "slam dunk" going that route.
QT
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At the end of the day, this all comes down to legalities and legally, OP is not a customer of Scott. Legally speaking, there is no such thing as an indirect customer in terms of customer fulfillment and service. Generally speaking, warranties aren't transferable and any customer service promises Scott makes would apply to an original purchaser buying from an authorized channel.
QT
#83
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I wouldn’t be so sure that Scott would not want to compensate Monster for his actual loss at the hands of their agent. Right now, he has a tarnished opinion of the company as a whole... as will likely everyone who hears his story. Fixing that is worth WAY more than a puny $400 to company as large as Scott. It will save them much more than that in potential lost income.
I know of cases where the "squeaky wheel" received compensation even when they were not entitled to it, which certainly is not the case here.
I know of cases where the "squeaky wheel" received compensation even when they were not entitled to it, which certainly is not the case here.
#84
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[QUOTE=quicktrigger;17585576 Suspend the rep without pay, and give them 7 days to make amends or be terminated.[/QUOTE]
So as long as he makes amends with this one individual you'd be happy having this yahoo continue to represent you.
So as long as he makes amends with this one individual you'd be happy having this yahoo continue to represent you.
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#85
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QT
Last edited by quicktrigger; 02-26-15 at 02:30 PM.
#87
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What did you ask Scott for? If you didn't buy a new bike at a retailer, why should they care? And if you did, they would just refer you to an authorized dealer to correct the issue. Their customer is the retail dealer, not you. Public relations would seem to be enough to at least make you feel better, so they failed at that.
Did they acknowledge that this shyster worked for them at all? Manufacturers in general don't deal with end users, that is why they have dealers who sell their products, so it is not surprising that they wouldn't make restitution for their issue, but they should care about their image. Did you ask to speak to a supervisor? It could well be that the call center person is just trained for certain calls, and had no clue how to deal with your issue... Still not good public relations, but I never expect a person I get initially on a phone to know very much other than their script... if you deviate from their scripted situations, they won't be very helpful at all.
You had the option to back out when the bicycle wasn't what you wanted, but honestly, it was probably your greed and not wanting to pass up a great deal that left you vulnerable to the scam. I am not saying I would have resisted the scam either, but some level of security is always at risk when we go for the super deals on CL or other online sites. I am just really surprised that he is responding at all, and that you got his actual cell number... he is not as good a con man as he could be...
Did they acknowledge that this shyster worked for them at all? Manufacturers in general don't deal with end users, that is why they have dealers who sell their products, so it is not surprising that they wouldn't make restitution for their issue, but they should care about their image. Did you ask to speak to a supervisor? It could well be that the call center person is just trained for certain calls, and had no clue how to deal with your issue... Still not good public relations, but I never expect a person I get initially on a phone to know very much other than their script... if you deviate from their scripted situations, they won't be very helpful at all.
You had the option to back out when the bicycle wasn't what you wanted, but honestly, it was probably your greed and not wanting to pass up a great deal that left you vulnerable to the scam. I am not saying I would have resisted the scam either, but some level of security is always at risk when we go for the super deals on CL or other online sites. I am just really surprised that he is responding at all, and that you got his actual cell number... he is not as good a con man as he could be...
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Reading what you want me to say instead of what I did say again. You asked for possible actions for Scott to apply pressure to the rep., suggesting that you held the view that this was not possible. I threw out three hypothetical scenario's. All three hypothetical scenarios were more customer friendly to the OP, than your fire and do squat. You then proceed to try to mis-represent one of them. Nice attempt to bait and switch. Go troll elsewhere.
QT
QT
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#90
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Well, after reading all 89 posts, my attitude is that if I were considering a bike purchase this spring, Scott's place on my shopping list has just plummeted greatly. I know the company doesn't have any obligation to the OP, and he doesn't expect it, but if Scott brushed him off with such indifference, that tells me a lot about what kind of company I'm dealing with. No thank you, I'll go to someone else. There are good bike companies out there which really do care about their customers. I know, I've had wonderful dealings with one in Wisconsin that makes steel frames.
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Well, after reading all 89 posts, my attitude is that if I were considering a bike purchase this spring, Scott's place on my shopping list has just plummeted greatly. I know the company doesn't have any obligation to the OP, and he doesn't expect it, but if Scott brushed him off with such indifference, that tells me a lot about what kind of company I'm dealing with. No thank you, I'll go to someone else. There are good bike companies out there which really do care about their customers. I know, I've had wonderful dealings with one in Wisconsin that makes steel frames.
#92
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Yeah, AlmostTrick, things like this can affect public opinion immensely. I saw a '13 Scott for sale on the local CL yesterday. Having never had any experience with the Scott brand, in the past I'd look upon them with curiosity- but when I saw the one on CL yesterday, I couldn't help but to be prejudiced against it. It may be a fine bike for all I know, but when I saw it, the first thing that came into my mind was the OP calling Scott about the sleazy rep, and getting blown-off.
#93
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Just to reiterate, the only reason I called Scott was to inform them of what their employee was up to. I do NOT think they are responsible for what their employee did as he did it with his own property. I was kinda surprised they really didn't care and treated me like I was out of line by calling them. I even told them I wasn't looking for them to get involved. I know that if I owned a business and an employee was doing shady things wearing my uniform and driving a vehicle with my logo all over it I would be concerned and at the very least want to have a conversation with him.
I dont understand what you want from Scott. You say you just wanted to inform them, which you did - yet your sig is pretty harsh, "When considering a new bike purchase, avoid Scott bicycles if you care about integrity and customer service."
This sounds more like a police issue than a customer service issue to me, and as always there are two sides to a story
#94
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As I posted earlier, I don't believe Scott should be found liable under the legal concepts of respondat superior and vicarious liability.
Also consider if Scott management asked this rep what happened and he says that he had a personal transaction with the OP who then for some reason went on to harass him even to the point of making up some ridiculous story online and calling management at work with it. Companies deal with people who complain all the time, they decide which cases have merit or need to be taken care of. It doesn't always work out in your favor unfortunately.
Perhaps the best take away from all this is caveat emptor.
Also consider if Scott management asked this rep what happened and he says that he had a personal transaction with the OP who then for some reason went on to harass him even to the point of making up some ridiculous story online and calling management at work with it. Companies deal with people who complain all the time, they decide which cases have merit or need to be taken care of. It doesn't always work out in your favor unfortunately.
Perhaps the best take away from all this is caveat emptor.
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Perhaps the best take away from this is not to risk my money on Scott, or anyone Scott related. A Rep is exactly that, a representative of the company. The Rep represented badly, especially if he was "on the clock" at the time. That makes Scott look questionable, whether legally responsible or not, does not matter.
QT
QT
#96
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Perhaps the best take away from this is not to risk my money on Scott, or anyone Scott related. A Rep is exactly that, a representative of the company. The Rep represented badly, especially if he was "on the clock" at the time. That makes Scott look questionable, whether legally responsible or not, does not matter.
QT
QT
#99
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You guys are hilarious!
On another note, this thread has been active for about a week with over 2000 views. I wonder how Scott would feel if they knew all the bad press they were getting over a bad experience with their CS supervisor and a shady sales rep?
On another note, this thread has been active for about a week with over 2000 views. I wonder how Scott would feel if they knew all the bad press they were getting over a bad experience with their CS supervisor and a shady sales rep?
#100
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I won't buy a bike missing components unless the price is appropriate for me to search out the parts on my own, I don't care what the seller (regardless of what he/she is wearing) promises me. In this case, I would have said, "The bike is worth $xx less because of the missing parts. So I will pay $xx less. If you choose to quickly bring me the missing parts, then you might be the person I buy those parts from. If not, have a nice life."
I also try not to judge a company by how I was treated by a single minimum wage call center worker (possibly not even an employee, but a person who works at a place to which the company outsourced the functionality. If I am asking a question that is not part of a normal script, I will never expect a call center worker to be able to address my concern.
I also try not to judge a company by how I was treated by a single minimum wage call center worker (possibly not even an employee, but a person who works at a place to which the company outsourced the functionality. If I am asking a question that is not part of a normal script, I will never expect a call center worker to be able to address my concern.
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