[pct-l] Froggtoggs customer service

[Henry Shires]

I have no connection whatsoever with Froggtoggs but it sure reads to me like Julie answered the questions asked.  No doubt Julie gets bombarded with questions and brevity is the only way to get her job done.  I would suggest that Froggtogs doesn't need customers with attitudes like Julie's.   Bashing companies on forums is a cheap blood sport I would ask that others make a phone call to a company if email isn't returning desired responses.  Only when all forms of communication have been exhausted is it then fair to start raising questions about customer service.

-H



On Aug 13, 2011, at 10:00 AM, pct-l-request at backcountry.net wrote:
> 
>   1. Re: bad customer service experience with Froggtoggs
>      (Edward Anderson)
> 
> 
> Message: 1
> Date: Fri, 12 Aug 2011 10:05:56 -0700 (PDT)
> From: Edward Anderson <mendoridered at yahoo.com>
> Subject: Re: [pct-l] bad customer service experience with Froggtoggs
> To: Ken Murray <kmurray at pol.net>,	"pct-l at backcountry.net"
> 	<pct-l at backcountry.net>
> Message-ID:
> 	<1313168756.50636.YahooMailNeo at web111605.mail.gq1.yahoo.com>
> Content-Type: text/plain; charset=utf-8
> 
> Good Post Ken, I agree.
> MendoRider
> 
> 
> 
> ________________________________
> From: Ken Murray <kmurray at pol.net>
> To: . <pct-l at backcountry.net>
> Sent: Friday, August 12, 2011 9:52 AM
> Subject: [pct-l] bad customer service experience with Froggtoggs
> 
> 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?
> 
> 
> _______________________________________________
>