Rude Email response from Jean-Claude Cayer tools

[softailgarage]

I'm just outside of Los Angeles, California. There's no generalizations about California is there???

Nooooooo, none that I've heard. (file this under freaks, hippies, libs, commies, Pelosi, Boxer, Feinstein, Frisco, etc.)

I say we bombard them with emails... the same emails....the original OP email x1,000

 

[Tim-Bob]

I don't like to generalize, but this would not be surprising from a Quebecer. They are not all like this, but if someone in Canada is going to be rude, you can count on it being a Quebecer.

Lorddiesel, you are in Victoria? Why not order from the US?

Just a thought.

Then please don't. Rude people are everywhere, and you, sir, are one if them.

Thank you for your future consideration.

A Quebecois.

Rude indeed. I rest my case.

Je me souviens.

 

[NOZZLEMAN]

I would call this ********** in a New York minute (no offense New Yorkers) and rip him an ***... Just so he couldn't "misunderstand" an email I would send him. What an pud

 

[03protege]

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

I think he may also be a native *******, even if the customer was being a complete douche that isn't how you respond. Hell, no response is better than that kind of response.

I actually considered ordering from them (due to offering free batteries) despite having to pay the extra shipping cost . I think I'll stick with CPO.

 

[zkling]

I think he may also be a native *******,

Dang that is funny. Thanks for the laugh.

 

[kunkernator]

Has anyone emailed them a link to this thread yet?

 

[ADSR]

Has anyone emailed them a link to this thread yet?

I'm not going to bother. What's done is done. I'm not going to ever spend money with the company.

 

[kunkernator]

I'm not going to bother. What's done is done. I'm not going to ever spend money with the company.

I ended up sending them (the president) an email. I basically explained that they should be aware of the issue, so that if it is an ongoing thing, they can address the employee properly.

I do not want to see a "mom and pop" company be affected by a poor acting employee. While I think his actions were wrong, it may not represent the company as a whole.

.....then again, I did not find too many good reviews on Google.

 

[AndrewH]

I ended up sending them (the president) an email. I basically explained that they should be aware of the issue, so that if it is an ongoing thing, they can address the employee properly.

I do not want to see a "mom and pop" company be affected by a poor acting employee. While I think his actions were wrong, it may not represent the company as a whole.

.....then again, I did not find too many good reviews on Google.

I sent both the President and Vice President yesterday morning. Figured they might take the opportunity to apologize and salvage their reputation.

 

[mrpizza]

Their reputation is done as far as I'm concerned.

 

[southpier]

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... 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.

and then follow up with hard copies mailed to multiple recipients. one email can be deleted too easily!

 

[3xpendable]

How did Georgia get put in this? We ain't even near Canada.

Was thinking the same thing

 

[01ps]

I ended up sending them (the president) an email. I basically explained that they should be aware of the issue, so that if it is an ongoing thing, they can address the employee properly.

I do not want to see a "mom and pop" company be affected by a poor acting employee. While I think his actions were wrong, it may not represent the company as a whole.

.....then again, I did not find too many good reviews on Google.

This is a reasonable response to the situation.

 

[ADSR]

Here is the problem, guys. If it was just hired help that sent the email out, they could do something about it. But the fact that it's a family member representing the company, that's a different story. This guy has some weight behind him, and a responsibility to do right by the family.

 

[X1 Mike]

These threads just amuse the hell out of me. Men getting all butthurt about someone being rude to someone else is kind of bitchy to me. Not accusing him of anything but no one really knows if the op is a competitor of this company spreading rumors. He most likely is not but look how easy it would be.

Lastly you people have no idea what a pain in the *** you can be. You may love it when you think a cs person is kissing your *** but in reality you are just a pain in the *** they want to go away. People are so freaking needy sometimes, if the web didn't say in stock and ready to ship just freaking wait.

 

[uart]

People are so freaking needy sometimes, if the web didn't say in stock and ready to ship just freaking wait.

Read the opening post. The op said that the item was listed as "arrival 2013/10/1", and so he fired off his quick email on 2013/10/3 just to make sure that it had actually arrived and was in stock.

Seems like a perfectly reasonable thing to do in my opinion. If the idiot at the other end really didn't want to do his job, then he would have been better off just deleting the email and not responding at all rather than being flat out rude.

 

[03protege]

Lastly you people have no idea what a pain in the *** you can be. You may love it when you think a cs person is kissing your *** but in reality you are just a pain in the *** they want to go away. People are so freaking needy sometimes, if the web didn't say in stock and ready to ship just freaking wait.

 

[kythri]

Lastly you people have no idea what a pain in the *** you can be. You may love it when you think a cs person is kissing your *** but in reality you are just a pain in the *** they want to go away.

Oh, yes.

God forbid someone expect a customer service representative to do the job they were paid for, and God forbid someone expect a modicum of respect from someone they're giving money to for goods and services.

Further, God forbid someone who is paying for a good or service DARE get upset when they're treated poorly.

Customer service representatives are special snowflakes, and you have no idea the hardships, trials and tribulations these folks have to deal with on a daily basis.

You should be ashamed of yourself for attempting to order merchandise via their services instead of just making a contribution to their personal bank account.

Fie on you, you crass consumerists, you maniacal materialists! For shame, wanting to spend money on yourself, money that the government should be taking from you and using to better the lot of the poor, suffering customer service representatives that you expected craven obsequiousness from!

How do you sleep at night, OP? How do you live with yourself?

 

[X1 Mike]

Read the opening post. The op said that the item was listed as "arrival 2013/10/1", and so he fired off his quick email on 2013/10/3 just to make sure that it had actually arrived and was in stock.

Seems like a perfectly reasonable thing to do in my opinion. If the idiot at the other end really didn't want to do his job, then he would have been better off just deleting the email and not responding at all rather than being flat out rude.

I well understood that it was past due but obviously it wasn't in yet and they were not able to update the web. Retailers can only sell what they have available to them.

Basically the way it works is when they are told something will be in stock on a certain day they state it on the web. They most likely don't update it unless they get new info or the part is in stock.

Plain and simple customer service work ***** and no one wants to deal with wheres my parts questions.

Sorry just telling the truth don't shoot the messenger.

 

[X1 Mike]

Oh, yes.

God forbid someone expect a customer service representative to do the job they were paid for, and God forbid someone expect a modicum of respect from someone they're giving money to for goods and services.

Further, God forbid someone who is paying for a good or service DARE get upset when they're treated poorly.

Customer service representatives are special snowflakes, and you have no idea the hardships, trials and tribulations these folks have to deal with on a daily basis.

You should be ashamed of yourself for attempting to order merchandise via their services instead of just making a contribution to their personal bank account.

Fie on you, you crass consumerists, you maniacal materialists! For shame, wanting to spend money on yourself, money that the government should be taking from you and using to better the lot of the poor, suffering customer service representatives that you expected craven obsequiousness from!

How do you sleep at night, OP? How do you live with yourself?

Always with the drama.

The simple point I am making is if people were a little bit more patient they would have less negative interactions.

 

[kythri]

Your point is, well, pointless.

The simple point that everyone else here is making is: If you don't like your job in customer service, well, too damned bad. That doesn't give you carte blanche to treat your customers like ****. Your personal opinions about the job, the customer, we really don't care about. We expect, that in exchange for our money, we receive polite service, since, y'know, we're giving you our money - money that can be taken elsewhere to someone who understands how this relationship works, and acts accordingly.

If you can't handle that, find a different job, because, quite frankly, nobody cares about your opinion on life, the universe and everything in the context of this business transaction. We don't care that a previous customer was an *** or an incompetent *****, because WE'RE NOT THAT PREVIOUS CUSTOMER. If you can't separate your personal feelings from your professional behavior, then take off.

I fail to see how a customer making an inquiry about a product's availability TWO DAYS after it's listed as being available, and that on a website that allows them to add it to their shopping cart, is impatient.

Your "simple point" is essentially "shut up, you should feel privileged to buy anything from me, you're a piece of garbage, and I'll treat you like that."

You defend people that, quite frankly, should be sacked from their jobs, and blacklisted from future employment in any kind of customer-facing capacity.

 

[firebox40dash5]

Always with the drama.

The simple point I am making is if people were a little bit more patient they would have less negative interactions.

Yeah. Like if someone had just had the patience to type out "Yes, they're in stock!" or "Sorry, we haven't received them yet, but are expecting them in stock soon." then this whole issue would have been avoided. How hard is that? If the stupidest customer you have to deal with on any given day is a guy asking to verify if something is in stock so he can spend money on it, I'd say you're pretty damn lucky.

 

[kythri]

Yeah. Like if someone had just had the patience to type out "Yes, they're in stock!" or "Sorry, we haven't received them yet, but are expecting them in stock soon." then this whole issue would have been avoided. How hard is that? If the stupidest customer you have to deal with on any given day is a guy asking to verify if something is in stock so he can spend money on it, I'd say you're pretty damn lucky.

Or, better yet, a professional company would actually manage their storefront, and update the page to inform the shoppers that the item is late, not yet in stock, instead of leaving an outdated page unchanged.

But, I suppose that's too much to expect from those poor, poor customer service people that have to deal with stupid customers.

 

[sberry]

Yes, you should have waited, filled out and paid then got a notice that they have been back ordered and they don't know when they will be in,, thank you. More than one outfit does that.

 

[X1 Mike]

Yeah. Like if someone had just had the patience to type out "Yes, they're in stock!" or "Sorry, we haven't received them yet, but are expecting them in stock soon." then this whole issue would have been avoided. How hard is that? If the stupidest customer you have to deal with on any given day is a guy asking to verify if something is in stock so he can spend money on it, I'd say you're pretty damn lucky.

If you guys noticed I have not said I support the company, just giving reasons. The guy could be sick of answering in stock or not in stock questions. It also could be that the guy is a ****. The reality is he is the son and snitching on him to pops won't do a damn thing.

 

[jd_1138]

Here is the problem, guys. If it was just hired help that sent the email out, they could do something about it. But the fact that it's a family member representing the company, that's a different story. This guy has some weight behind him, and a responsibility to do right by the family.

A lot of family businesses go down the tubes because they hire family members instead of the best person for the job. And if the family member ***** at their job, they are less prone to being fired due to the fact that no one wants to fire a family member. Classic conflict of interest.

 

[ajchien]

I'm not going to bother. What's done is done. I'm not going to ever spend money with the company.

What was it ...

Do a good job, one customer tells another potential customer.

Do a bad job, one customer tells 12 other potential customers. Or in the internet age, One customer tells thousands of potential customers.

 

[jd_1138]

If you guys noticed I have not said I support the company, just giving reasons. The guy could be sick of answering in stock or not in stock questions. It also could be that the guy is a ****. The reality is he is the son and snitching on him to pops won't do a damn thing.

If pops cares about keeping the family business healthy, pops will chew out said son. It's tough love. He helps the son by ensuring the family business stays healthy. I'd stick the rude son in the warehouse and hire a young computer savvy friendly woman to handle customer service stuff.

 

[X1 Mike]

If pops cares about keeping the family business healthy, pops will chew out said son. It's tough love. He helps the son by ensuring the family business stays healthy.

In related news, you can fight city hall.

 

[uart]

Yes, you should have waited, filled out and paid then got a notice that they have been back ordered and they don't know when they will be in,, thank you. More than one outfit does that.

Actually I think that is kind of what's happened here, with the miscommunication I mean.

We know that some retailers might treat us like scum *after* they've got our money, but we at least hope that they'll be polite at the product inquiry stage, while we're still free to shop around.

What young Mr Cayer has done here is simply to confuse our OP with a customer who has *already* purchased the tool and is awaiting shipment. Think about it, given the brevity of the op's email it would be an easy mistake to make!

 

[R.Anderson]

I well understood that it was past due but obviously it wasn't in yet and they were not able to update the web. Retailers can only sell what they have available to them.

Basically the way it works is when they are told something will be in stock on a certain day they state it on the web. They most likely don't update it unless they get new info or the part is in stock.

Plain and simple customer service work ***** and no one wants to deal with wheres my parts questions.

Sorry just telling the truth don't shoot the messenger.

I disagree IMO, you choose your job so in a way you want to do it. If you really don't like it, then quit plain and simple. There is always something else one can do to earn a pay check and it all falls down to how hard you are willing to work to earn a dollar. Most of the unemployed I have seen are overweight, lazy and do not want to work for a living but think they deserve a paycheck for being that and doing nothing but taking up space. Ok getting off topic

Sometimes it takes a email for the website information to be corrected who knows they may have had them and the person to change the info was slacking. Thus the reason for the email asking knowing from past experience that web sites' information can be wrong. If I was in the OP's boots I would of done the same thing, email asking whats up. Also if I was in the seller's hell I would be glad they are calling/emailing that means they want to buy from me.

I have had websites sell me product stating it was in stock and it was not only to find out when I call asking whats taking so long for the purchase to arrive. With this you can't jump me for being impatient. I was not, at times I wait weeks to a month for some purchases knowing it takes time. So when it comes to **** like this well they have it coming, they should of called or emailed saying hey we screwed up we do not have the product on hand would you like to wait till we do with an estimated time or a refund? but nop Ok getting off topic again

The OP's email to the business did not once oh ever warrant a reply like that plain and simple. Sylvain Cayer went out of his way to take a stab at the OP in that reply. I totally agree in second chances and who knows what urged Sylvain to responded like that. Like someone stated every one has bad days now and again.

I would of emailed back nicely again explaining the question and telling him what the order will be. Along with that kindly explain that there was no reason for his demeaning response. After this it all depends on his response. I think a discount or a free battery pack would make this right in my opinion.

Like someone said in this thread a little sugar and honey thrown in goes along way that applies to both sides.

But if Sylvain still is a DB then I would for sure send him and others higher than him a link to this thread. Then see what happens if its a small family business that operates with good business practices I bet you will hear from them to fix this, word of mouth goes along way these days.

Before you think I have know idea what its like on the customer service side, I do know. I have served countless of customers with sales and other **** ya it ***** at times, but hey, I did it by choice.

 

[57JoeFoMoPar]

That's garbage. It's not about getting ****-hurt over someone being rude, it's about PAYING someone for being a **** when all the customer asked for was a simple answer. These are free countries, and the consumer can, and should, spend his money elsewhere when service and mere common decency and respect fall by the wayside.

When I was 14 years old, I had a manager at Guitar Center throw me out for and make some rude, sarcastic comment to me for asking to play a Paul Reed Smith guitar. Little did he know I actually had the money to buy one, and I did, at Sam Ash. I also have since purchased a Gibson SG, Fender American Strat, and a Gretsch Nashville Western. His move was especially foolish since they work on commission. To this day I refuse to buy anything from Guitar Center.

Good for you man. There are plenty of places who sell tools who would be more than happy to not only sell you quality items, but be courteous and respectful as well.

 

[X1 Mike]

Sorry for everyone that don't like what I've said but it is the truth. You can be as mad as you want but it won't change a thing.

His move was especially foolish since they work on commission. To this day I refuse to buy anything from Guitar Center.

Kind of silly on your part. You are holding a grudge against a company for an offense that happened when you were 14 years old. I'm sure the guy has long since left the company.

 

[firebox40dash5]

If you guys noticed I have not said I support the company, just giving reasons. The guy could be sick of answering in stock or not in stock questions. It also could be that the guy is a ****. The reality is he is the son and snitching on him to pops won't do a damn thing.

I really don't give a damn *why* an employee is treating a potential customer like ****. I don't care if his dog took a dump on the carpet that morning. Not my problem, not the OP's problem. I probably wasn't going to order from them anyway since I'm not in Canadia, but if I ever had occasion to, I guarantee you I won't now. If the family business wants to keep letting him run off customers, then more power to 'em. Doesn't make the OP wrong to air out their issue.

I've had enough problems with companies after I've sent them money. I bought some stuff on ebay from somewhere, paid, and received a very cordial email that my stuff was out of stock and would ship in a week. 3 weeks later, I heard nothing, and they didn't respond to repeated inquiries. They didn't start caring again until Paypal refunded my money and they had a dozen negative feedbacks, then it was "We're so sorry, what seemed to have gone wrong, and how can we make it up to you?" I can assure you if they gave me as much trouble before the sale as they gave me after, there would have been no sale. I'm a believer in Murphy's Law and understand that things will go wrong sometimes, and I'd rather do business with someone who screws up 5% of the time and goes out of their way to make it right, than one who screws up 1% of the time and hangs me out to dry on their mistake. Being a **** before I've even spent my money makes it blatantly obvious what the after-sale support is going to be like.

 

[X1 Mike]

I really don't give a damn *why* an employee is treating a potential customer like ****. I don't care if his dog took a dump on the carpet that morning. Not my problem, not the OP's problem. I probably wasn't going to order from them anyway since I'm not in Canadia, but if I ever had occasion to, I guarantee you I won't now. If the family business wants to keep letting him run off customers, then more power to 'em. Doesn't make the OP wrong to air out their issue.

I've had enough problems with companies after I've sent them money. I bought some stuff on ebay from somewhere, paid, and received a very cordial email that my stuff was out of stock and would ship in a week. 3 weeks later, I heard nothing, and they didn't respond to repeated inquiries. They didn't start caring again until Paypal refunded my money and they had a dozen negative feedbacks, then it was "We're so sorry, what seemed to have gone wrong, and how can we make it up to you?" I can assure you if they gave me as much trouble before the sale as they gave me after, there would have been no sale. I'm a believer in Murphy's Law and understand that things will go wrong sometimes, and I'd rather do business with someone who screws up 5% of the time and goes out of their way to make it right, than one who screws up 1% of the time and hangs me out to dry on their mistake. Being a **** before I've even spent my money makes it blatantly obvious what the after-sale support is going to be like.

Without knowing it you have hit on a lot of points in your post:

People buy off eBay and expect customer service like they would get from a brick and mortar store and are shocked when they don't get it and likewise they buy from a brick and mortar and expect eBay prices.

 

[balane]

Without knowing it you have hit on a lot of points in your post:

People buy off eBay and expect customer service like they would get from a brick and mortar store and are shocked when they don't get it and likewise they buy from a brick and mortar and expect eBay prices.

I consistently get better service on eBay than I do from any other shopping scenario. Better prices, faster shipping, no out-of-stock situations. On eBay the buyer has all the power, the sellers have none and repercussions for poor customer service and bad sales practices are too steep for them. The only down side to eBay purchases are exchange warranties during the first several months of ownership but even that can be negated if you carefully choose your sellers.

 

[balane]

If you guys noticed I have not said I support the company, just giving reasons.

The guy could be sick of answering in stock or not in stock questions.

Then he's in the wrong job.

It also could be that the guy is a ****.

Also in the wrong job.

 

[kythri]

Sorry for everyone that don't like what I've said but it is the truth.

So, the truth, as you see it, is that customer service representatives are immature, petulant pricks who have every right to treat the customer like ****?

You can be as mad as you want but it won't change a thing.

Really? I'd say that it changed the OP's decision to spend $1000+ with this company, and identified to others to likewise purchase elsewhere.

Kind of silly on your part. You are holding a grudge against a company for an offense that happened when you were 14 years old. I'm sure the guy has long since left the company.

Silly? That company has lost out on how many years of this person's business because they elected to employ a rude manager?

This is a PERFECT example of why exemplary customer service is so important. They've lost money because of poor attitudes and poor treatment of customers.

 

[kythri]

Without knowing it you have hit on a lot of points in your post:

People buy off eBay and expect customer service like they would get from a brick and mortar store and are shocked when they don't get it and likewise they buy from a brick and mortar and expect eBay prices.

Yeah, I'm pretty shocked when I don't receive exemplary customer service from eBay vendors, considering just how easy it is for them to provide it - ever so much more so than in a face-to-face transaction. All they have to do is jot down a quick message or email, and the deal is done. They don't have to look me in the eye, they don't have to put a smile on their face, they don't have to do anything but - wait for it - not be rude in their communication with me.

 

[ADSR]

Yeah, I'm pretty shocked when I don't receive exemplary customer service from eBay vendors, considering just how easy it is for them to provide it - ever so much more so than in a face-to-face transaction. All they have to do is jot down a quick message or email, and the deal is done. They don't have to look me in the eye, they don't have to put a smile on their face, they don't have to do anything but - wait for it - not be rude in their communication with me.

That's classic right there!!!