[pct-l] bad customer service experience with Froggtoggs

[Ken Murray]

Nina, 

There are a couple of things that I think are worth pointing out.

I believe that it is important to be precise, when describing a problem, 
and what happened.  You say "by writing", but you did not write, you emailed,
which are famous for communication problems.  

You note that you copied these "verbatim", and I take you at your word.
You go on to complain about the companies lack of salutation....but I 
observe YOUR lack of salutation, and I would say that very often, people
respond to customers in way that they communicate in an effort to 
relate to them.

By the way, if you have copied them "verbatim", and does not leave a 
signature, as you complain and document, how do you know that
her name is Julie?

Beyond any doubt, Julie has a minimum wage job. She is probably not
a college graduate.  In her favor, she spells correctly, and she responds
to your questions, and honestly.  She also appears to be making an effort 
to find the information that you have requested.

She made an error in leaving the cap lock on.

This really seems like "sweating the small stuff".  If you have 
bothered looking at their website, they CLEARLY are not oriented
to backpackers.  

So, you might wamt to give Julie a break, or bypass her, 
and get her fired.  Your choice.



=============================================
=============================================
 By writing to Froggtoggs to inquire about the weight of various items they
sell, I've had one of the worst email-based customer service experiences of
my life. I include my exchange with them below, reformatted, but
_verbatim_-- including capitalization and lack of salutation or signature.
They have made me feel like I was wasting their time by trying to buy their
products.

I still want to know the weight of the jacket part of the ultralite rain
suit, but I'm pretty sure I'll just buy the jacket from O2, given this
complete lack of common courtesy from Froggtoggs.

Nina

**************

(Me)

I was wondering how much the DriDucks® Ultra-Lite2™ Rain Suit in a size
medium or large weighs.

thanks,
Nina White

*********

(Froggtoggs)

10.4oz


*********


(Me)


Julie,

thanks for your reply. Another question: do you have the weight breakdown
for the pants vs. the jacket? Also, how much does the ultralite poncho
weight?

thanks again,
Nina


************


(Froggtoggs)


That poncho weighs 9oz. I do not have a breakdown for pants via jacket.

*************

(Me)


Julie,

your products are very popular with ultra lite hikers (which is how I found
out about your website). It would be nice for that segment of your customer
base if the weights were listed on your website.

I was wondering about the jacket weight because I'm deciding between buying
your jacket or a jacket made by o2, and the weight is very important to me.
I won't pack the pants, so their weight is irrelevant (for my purposes).

Thanks for your replies,
Nina


*************


(Froggtoggs)


WHICH JACKET DO YOU NEED THE WEIGHT ON?