Totem cam shipping problem

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Messages 41 - 55 of total 55 in this topic << First  |  < Previous  |  Show All  |  Next >  |  Last >>
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 11, 2013 - 02:46am PT
Locker maybe you and I can start a trend.
Ethics could come back into fashion.

Seriously I was taught my dad and grandparents how important customer service is and how important it is to a community. I feel privileged that climbers are my community.
nopantsben

climber
Jan 11, 2013 - 03:24am PT
I've dealt with the people at Totem in Spain, and it's been great. these guys understand climbing and work well.
if you're still buying BD cams for the sizes where totems are available...























.... yer gonna DIE!!!!!!!!!!!
ruppell

climber
Jan 11, 2013 - 03:40am PT
Costumer service? Never heard of such a thing.


I can't wait till you guys loose my new set of cams. lol

In all seriousness though top notch.
locker

Social climber
state of Kumbaya...
Jan 11, 2013 - 04:52am PT

"...how important customer service is and how important it is to a community."...



For a few here on ST...

there could be a good, "Pop quiz" on that one...

;-)


Snowmassguy

Trad climber
Calirado
Jan 11, 2013 - 10:53am PT
I had this happen with a pair of AT ski bindings and skis a few years back. Purchased from an online retailer that was fairly prominent. Skis said delivered by UPS or Fed Ex, I forget...never showed up. Called retailer and they ended up shipping a second pair. A week later, I had my product in hand. great customer service.Approx. 6 months later and in the middle of summer, another set of skis/bindings showed up in an beat up smashed box. It was my original order. I decided to do the honorable thing and call the retailer to schedule return shipping if they paid for it. Retailer had since closed their doors. My conscience was now clear and I got 2 sets of skis/bindings for the price of 1!
Studly

Trad climber
WA
Jan 11, 2013 - 12:01pm PT
The Plaidman has extricated himself from more then one tight squeeze. He's a good man. and TOTEM CAMS ROCK!!!
The Plaidman beginning the squeeze passage in Deadhorse Cave.
The Plaidman beginning the squeeze passage in Deadhorse Cave.
Credit: Studly
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 11, 2013 - 08:30pm PT
Yeah. Thx Studly. I think I had to strip down to a t-shirt to make it through that squeeze. It's called The Rat Hole for a reason. That was a good day!
Studly

Trad climber
WA
Jan 11, 2013 - 09:20pm PT
I've had 3 different friends get stuck in that thing temporarily, but did not panic, and got thru it. My friend Brian got his helmet stuck half way down because he didn't keep his head turned to the side, he was sliding down the chin strap choking him as the helmet stayed wedged, that was kind of scary since your hands are pinned either up or down. I had to reach way down in the hole and unfasten his chinstrap to set him free. Ivan at 6'6 and 260 barely got thru it, he was caught at the pinch point and really had trouble making the corner. Rob the Slob had his sweater bunch up and couldn't move for 20 minutes. One time there was a party of 3 coming up, and one of their members got stuck and had a mental breakdown thrashing around, they had to reach down and finally drag him out of the hole. He laid on the ground sobbing, curled up in a ball for a long time. The guy with me starts hyperventilating and says he has to go back outside, and starts crawling for the cave entrance where he collected his thoughts and finally went back and did it.

Plaid, good thing after I took that picture you came back out and took off a couple layers and then went for it. or we would have had to break out the vaseline and it wouldn't have been pretty.

Hey, this thread is about customer service at Totem Cams. Totem cams are badass just like the climbers that make them in the Basque Country in Spain. In many placements where all the other cams move around, the Totem goes in all Locker and bomberlike. They made me a believer when I used them. As for customer service, the Plaidman is rad man.
Matt's

climber
Topic Author's Reply - Jan 12, 2013 - 01:15pm PT
SHIPPING PROBLEM RESOLVED!

The cams showed up at my door today, 9 days after UPS said they had been delivered. I guess they were somewhere deep in the bowels of UPS?

When the package didn't originally show up, Plaidman generously offered to re-send the cams-- I'm glad it didn't come down to that!

best
matt
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 12, 2013 - 03:50pm PT
Matt thx for posting the resolution of this matter.
As a result of this issue we are working on giviving customers the option to select signiture required.

It has been great working with you.

Climb On!

Plaid
locker

Social climber
state of Kumbaya...
Jan 12, 2013 - 03:59pm PT
GREAT!!!...


and to Plaidman and his (And Totems) offer to sending some other cams...

FAN-FUKING-TASTIC!!!...

Talk about GREAT "Customer service"...



Sure WISH that OTHER businesses would fuking CATCH ON to how IMPORTANT it is to treat their CUSTOMERS well...

You at TOTEM have it down to the 'T'...



NICE!!!...

Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 12, 2013 - 11:37pm PT
Thx Locker. Sure is high praise. I am happy we have another satisfied customer.

It was the guys in Spain that made the decision to resend the cams. They are climbers and care. It's one of the reasons I am proud to be on their team.

There is no i in team, but there is a me. We do it together to get the right thing done.
couchmaster

climber
pdx
Jan 12, 2013 - 11:50pm PT
Send me those cams if Matt doesn't want them then.













...Kidding. Have 2 sets already. Love em.
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 13, 2013 - 11:25pm PT
Couchmaster - No can do on sending you those cams. Glad you like the two sets you have.

We should set up a play day, so your cams and my cams can get out and get hammered. That is if you or I could climb hard enough.

To hammer the cams I mean.

Plaid
OlympicMtnBoy

climber
Seattle
Jan 14, 2013 - 02:20am PT
I had the same thing happen once, UPS said they delivered a package from backcountry.com. Thing is, I was home at the time on the log and the doorbell never rang. I called UPS, got to a person, and they contacted the driver who had accidentally delivered the package to the next door building (different address) where someone had accepted it. The driver went back the next day, retrieved the unopened package, and I had it two days late. Backcountry.com had already issued a refund for me as well, which we then resolved once I had the package.
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