Rude Email response from Jean-Claude Cayer tools

ADSR · Oct 4, 2013

As some of you might know, i've been selling off all my dewalt tools and re-tooling with the new milwaukee fuel line up. So yesterday i loaded up my cart at JCC ( Jean-Claude Cayer tools) to the tune of just shy of 1000 bucks. One of the items was the new milwaukee fuel grinder. On their website the date of arrivle is 10 01 13. Yesterday was the 3rd, so i though i would shoot them a quick email to see if they were in stock and ready to ship out and put all in one order. Here is my email to them....

E-mail subject (milwaukee 2781-20)

Hi there. This new fuel grinder in stock and ready to ship now?
Thanks
~Jon

Their response:
Hi,

The 2781-20 is Pre-Order item, instead of asking a question, you can go to our website and look for yourself. Your email seemed sarcastic to say the least.

Thank You,

Sylvain Cayer
Internet Sales and Marketing Manager

www.JCCayer.com

Thank god i did not spend my money with these A-holes! Obviously this is the owners kid or something, as i do not think the owner who worked hard to build the company would insult customers like this. Not sure how i should respond. I think the owner should know his son is costing him money.

What do you guys think?

Anyways, i'm going to go load my cart at CPOmilwaukee and drop my G-note with a respectful tool company.

Farmall450 · Oct 4, 2013

Wow. What an ***.

amitchell · Oct 4, 2013

KMS Tools sale price usually equals online prices, I got the 18v fuel hammer impact combo there. Very happy so far.

woody 73 · Oct 4, 2013

Dear Mr. Cayer,

I want to leave you with this thought:

Sincerely,

LORDDIESEL

PS: Have a nice Day :evil:

SMKS · Oct 4, 2013

Whoa, terrible service.

I've never received anything even close to that by email. I've talked to some rude people, but nothing like that.

DMAR · Oct 4, 2013

Wow, that's an interesting approach to a customer! If I had a sales and marketing manager like that he'd be s-canned on the spot after that kind of a response; son, or no son... :pimpflash

What a *****!

I would copy your receipt from your CPO order, and paste/attach it to a reply email to that mental giant of a 'manager,' as a heads up to how they lost themselves a good customer. Life is too short to give your money to a-holes. :thumbup:

kythri · Oct 4, 2013

Link the d-bags to this thread, and let them know how this has cost them multiple customers.

Major Ramifications · Oct 4, 2013

The problem, as I see it, is that you typed a statement and put a question mark at the end.

This new fuel grinder in stock and ready to ship now?

It comes across as, well, not good. I think the whole issue could have been avoided if you would have type "Is this new Fuel grinder in stock and ready to ship?"

I think he just misunderstood your intentions, as is so easy to do when typing instead of talking.
I still would not have responded as immaturely and belligerently as he did.

oldldh · Oct 4, 2013

The world is full of unmitigated jerks...

Your responder learned their behavior somewhere...

readymix · Oct 4, 2013

Email the link to this thread back to the D-bag.

MikeF2316 · Oct 4, 2013

That's the thing about emails and text messages. If you're not 100% certain there's sarcasm intended, especially if you're in a customer service capacity then you're reply should reflect that.

That reply was so far out of line it's ridiculous , even if sarcasm was intended on your part.

Farmall450 · Oct 4, 2013

readymix said:
Email the link to this thread back to the D-bag.

I agree.

Now that I know where not to shop for tools! :willy_nil

ADSR · Oct 4, 2013

Major Ramifications said:
The problem, as I see it, is that you typed a statement and put a question mark at the end.

This new fuel grinder in stock and ready to ship now?

It comes across as, well, not good. I think the whole issue could have been avoided if you would have type "Is this new Fuel grinder in stock and ready to ship?"

I think he just misunderstood your intentions, as is so easy to do when typing instead of talking.
I still would not have responded as immaturely and belligerently as he did.

I admit i was tired and hammering it out. But that is not an excuse for customer service FROM ANY business to insult customers.

wornoutoldman · Oct 4, 2013

Be sure to send them a copy of your purchase order from their competition.

3rdgen · Oct 4, 2013

Had the exact same thing happen with them, used black rock tools instead.

the gypsy · Oct 4, 2013

Major Ramifications said:
The problem, as I see it, is that you typed a statement and put a question mark at the end.

This new fuel grinder in stock and ready to ship now?

It comes across as, well, not good. I think the whole issue could have been avoided if you would have type "Is this new Fuel grinder in stock and ready to ship?"

I think he just misunderstood your intentions, as is so easy to do when typing instead of talking.
I still would not have responded as immaturely and belligerently as he did.

x2
I too thought it was a statement more than a question.
Was that type of response merrited, I don't think so.

We are human and we all make mistakes, before you dismiss them completely maybe you should call and see if you get the same reaction on the phone.

NHBandit · Oct 4, 2013

the gypsy said:
x2
I too thought it was a statement more than a question.
Was that type of response merrited, I don't think so.

We are human and we all make mistakes, before you dismiss them completely maybe you should call and see if you get the same reaction on the phone.

Defending rude people only encourages them to continue to be rude. Ever hear the old saying "the customer is always right" ? Even if the OP was a little sarcastic which I don't see in his email, the representative for the company was a ****. No excuses. :thumbup:

#1SomeGuy · Oct 4, 2013

Your grammar sucked in your original email. You should have said something along the lines of the following:

"I noticed on your website the arrival date is 10 01 13 for the new Milwaukee Fuel grinder and I was wondering if it was in stock and ready to ship yet?

Thanks,
Jon"

The response wasn't warranted regardless (any retailer should respond kindly or not at all), but you didn't come across very well either. This would never stop me from ordering from JC Cayer again.

larry_g · Oct 4, 2013

If you look on the website there is a tab for 'team' I'm guessing mom and dad are the pres and vice pres. E-mail them with your complaint.

lg
no neat sig line

01ps · Oct 4, 2013

I've purchased several items from them with good results, good communication and good service. And they have over 99 percent feedback on ebay. However his reaction was snippy. Possibly the French English language barrier?

jd_1138 · Oct 4, 2013

01ps said:
I've purchased several items from them with good results, good communication and good service. And they have over 99 percent feedback on ebay. However his reaction was snippy. Possibly the French English language barrier?

Aren't they in Ontario -- not Quebec? What an a-hole response from them. Come down to Ohio and spend your money here instead. :lol:

Bull · Oct 4, 2013

The grammar and arrangement of the OP's e-mail are irrelevant. The "manager" at that company read a whole lot into the message and then, instead of taking a professional route, took the middle school route.

There is no satisfactory explanation or excuse for it; the manager is either a kid or an incompetent.

Outlander · Oct 4, 2013

SIL lives 5 minutes from there. I might pop in.

01ps · Oct 4, 2013

jd_1138 said:
Aren't they in Ontario -- not Quebec? What an a-hole response from them. Come down to Ohio and spend your money here instead.

On the border. And your right, there are lots of places to spend our limited funds and there's no need for that

ADSR · Oct 4, 2013

Meh.. I was upset at first. I like to support Canadian companies, and have no problem supporting American ones as well. I know i hammer **** out when i'm sleepy. But telling me to do my homework on the site when i did, gets me going.

According to the site, the tool should have been good to go. And it pissed me off because they have damn good prices. It was not my intent to trash the company. People make mistakes, and so do i. I just couldn't believe the response.

The Frisco Kid · Oct 4, 2013

Dear company.

His question wasn't worded well.

But WHO GIVES A ****????????!?!?!

I was just getting on here to find a location to order my employee bonuses for the final quarter. M18 kits for 14 people, and guess who isn't going to get my business. **** those guys and YOU SPECIFICALLY MR SYLVAIN.

crazytrain · Oct 4, 2013

I would email the president of the company with a copy of the email and also let him know that his web admin person cost his company a sale and possibly more the way he treated you in the email. No need to be rude or anything but it's probably something that he maybe interested in so he can better his company and maybe regain your business in the future.

zkling · Oct 4, 2013

Boom.

http://ca.linkedin.com/pub/sylvain-cayer/4b/a28/975

While I may have thought your question was more of a statement at first, I would have assume you just made a mistake and forget a "is" somewhere along the lines. However with that said. There is no way in hell I would have responded to someone like that if I was in a sales position. In these tougher economic times you would think that retail places would try to bend over backwards for the customer for they should realize there is A LOT of competition and it truly is a buyers market.

I would have just responded with something like........

"Hi Joe,

Thank you for the purchase. Yes the XXYY has been available since the 1st and since it is now the 3rd they are ready to ship. Please leave a reveiw of the item, since it is a new product for us. Thank you for your order and I hope you enjoy your items.

Sincerely,
Sales person. "

Now keep in mind I am not a CS person and that is for a very good reason. :lol:

So my above response may seem a bit smart a$$ to some. However. If I had received the same response email you did. Well, lets just say I'm sure the mods wouldn't appreciate the language it contains.

shannonw · Oct 4, 2013

It could be read 2 ways,

as we think it reads or sarcastic.

i do email support all day long in IT for longer than i'd like to think about, with every under qualified, outsourced, randomly placed IT person who doesn't have any knowledge of what they're working with, psychopath , panic stricken , rude or just plain wtf type you could think of...

But i'd read it as in a hurry. Some could take it as a quick smartass type hey this thing in yet already? type of statement as it's very short.

My guess would be the person isn't used to doing email support, going by the name they threw them in there from family it looks like.

You really have to work hard not to think the person on the other end is being a total ***, even when you've done it forever it's still tough to separate how it comes through to what they may have actually meant. Answer the question and move along..you don't know unless you talk to them.

But it does help before writing a question to think about how you'd like to have it come to you too and how you'd interpret it. When i write these things i put a bit of sugar and honey in them...just gets better responses i've found.

But i'd still lay most of the blame on them..it's to be expected they'll get things tough to interpret.

The Frisco Kid · Oct 4, 2013

If they are an internet and marketing "manager" they should act like it.

andywander · Oct 4, 2013

It "sounds" to me like it may be a language problem-I'm betting Sylvain is a native French speaker.

Ign · Oct 4, 2013

Wow, that's crazy. And people saying your email was worded poorly are smokin' it because that's not that point AT ALL. You were not outright beligerent, rude or otherwise inappropriate. MAYBE there was sarcasm there AND that is 100% irrelevant. I agree with Bull, they took the middle school playground approach which is not a company you (or at least I) need in our life/lives.

A company should not take things personally (which is the difference between an entity like a company and an individual person)...............and YES, while companies are ultimately comprised of individual people the first thing you train your customer service team is that they are acting and speaking on behalf of the company, not themselves or their petty egos.

I would spend my money elsewhere from now on.

balane · Oct 4, 2013

I'm stunned anybody can even remotely endorse the reply sent to the OP. I don't care what he said the response was intolerable from a business to a customer. Unless I hear they really step up to the plate and make this right I know I won't be spending any money there. If anybody who reads this still wants to shop there be my guest and good luck to you. If they'll type a response like that to a pre-sale person just wait until you really need their help with something after the purchase. Goodness, that reply totally sucked. Blows me away.

zack99 · Oct 4, 2013

If they don't want you to email them with questions, that feature should be removed. A customer is free to choose from multiple means of getting information. Scolding or correcting a customer for not using automated systems is inappropriate.

Ign · Oct 4, 2013

zack99 said:
If they don't want you to email them with questions, that feature should be removed. A customer is free to choose from multiple means of getting information. Scolding or correcting a customer for not using automated systems is inappropriate.

Amen. Plus the jacka** took more time writing his poor response than just answering the question flat out: YES, they are now available for shipment, or NO, they are not. Period.

Even just not responding would have been a maturity level (and even a customer service level, sadly) above his response.

mmack66 · Oct 4, 2013

The Frisco Kid said:
Dear company.

His question wasn't worded well.

But WHO GIVES A ****????????!?!?!

I was just getting on here to find a location to order my employee bonuses for the final quarter. M18 kits for 14 people, and guess who isn't going to get my business. **** those guys and YOU SPECIFICALLY MR SYLVAN.

Who is Mr. Sylvan?

ShaneMSnyder · Oct 5, 2013

The presidents email address is on their webpage under "team." I'd fire him off a little email and send him their internet sales managers response. Just politely say this is not how customer service is supposed to work, and he lost out on a $1K order because of it. Take your business to a company that appreciates it.

Lhorn · Oct 5, 2013

I could only imagine that email being sarcastic if I knew it was from someone who was mad at me already. To get it from a stranger and assume it's sarcastic is a monumental stretch especially in the setting of a business trying to provide "customer service."

BDT/NWMN · Oct 5, 2013

Sylvain; sorry I bothered you..

and a link to this thread as others have suggested..

B17E1943 · Oct 5, 2013

French names ... rudeness ... nah, couldn't be ... :dunno:

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