[pct-l] bad customer service experience with Froggtoggs

[ron guay]

You all need to get out and hike more.  Leave the office politics behind.
All this for a few ounces...hahaha

-Blister

AT 2006
JMT 2011 (Mt. Whitney, Shadow Lake, Half Dome, Mist Trail)
PCT 2011 (...pending)
"No Flips, No Skips, No Quits"
On Aug 12, 2011 9:52 AM, "Ken Murray" <kmurray at pol.net> wrote:
> 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?
>
>
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