If you complain, you get nasty emails

[Dave H.]

I see and hear customer complaints all the time but I've never seen a
merchant go out of their way to complain to a customer. It's a first for
me and very non-professional. With most merchants they can take complaints
a little more maturely and they try to make improvements to avoid
complaints. By appearances with Scott, it's always the customer's fault.

Scott's quote: "I can understand now why no dealer in Florida will do
business with you."

At least Carlson will and I plan on making all my future purchases
directly with them. I got a professionally packaged product, a manual and
a lot better customer service when I upgraded to 2007.

Scott Griffin's (Carlson Seller) email with my reply:

----- Original Message -----
From: "Scott Griffin" <sgriffin@carlsonsw.com>
To: <dhettrick@bellsouth.net>
Cc: "'Bob Bailey'" <bbailey@carlsonsw.com>
Sent: Sunday, January 07, 2007 9:33 AM
Subject: FW: found in our newsgroups...

What are you doing! I went out of my way to get you Carlson Survey 2006
by getting a serial number quickly and the software and your still
gripping about it. I can understand now why no dealer in Florida will do
business with you.

If someone goes out of there way to help you because you need the
software right then and then all you do is bad mouth what I did for you
and saying I rip you off is not right. This is not the way you do
business.

You got Survey 2006 and it worked on your computer with no problem and
you got your upgrade to 2007 in December so why are you gripping about
it?

My reply:

And for your information Scott, everything went 100% better when I
purchased
directly from Carlson than with you and the other re-sellers here in this
area. I got something packaged decently and I got a manual, something you
failed to provide. Your product was like something I could buy at a flea
market. You really need some thicker skin Scott and learn to take some
constructive criticism. I wasn't happy with my purchase as I believe I
have
a right to and I complained, another customer right. As far as you and I
ever doing business with eachother again, that will never happen and you
won't have to worry about me complaining for what I felt was bad service
and
a not too professional package. For your information I've never had a
retailer complain to me, the customer directly. That is a first and very
non-professional in my opinion. This email from you will also be posted
unless you have done so already.



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[R.K. McSwain]

I didn't realize that resellers got "carlsonsw.com" email accounts.
Makes it look like Mr. Griffin is a Carlson employee.


Dave H. said the following On 1/7/2007 9:55 AM:

I see and hear customer complaints all the time but I've never seen a
merchant go out of their way to complain to a customer. It's a first for
me and very non-professional. With most merchants they can take complaints
a little more maturely and they try to make improvements to avoid
complaints. By appearances with Scott, it's always the customer's fault.

----- Original Message -----
From: "Scott Griffin" <sgriffin@carlsonsw.com
To: <dhettrick@bellsouth.net
Cc: "'Bob Bailey'" <bbailey@carlsonsw.com
Sent: Sunday, January 07, 2007 9:33 AM
Subject: FW: found in our newsgroups.

[Dave H.]

Not sure if he's a re-seller or an actual Carlson employee but if he is a
Carlson employee it must be a protected and/or lifetime position. Every
employer that I've had in my entire lifetime would have sent me or anybody
else down the road if we ever spoke to or wrote an email to like that to a
customer. Helpfulness and humbleness was always the rule, not hostility.
Sure, we (employees/employers) may think or say to each other, "That guy
Dave is a real jerk", but we would never tell the customer he's a jerk,
all the problems are his fault, etc. and expect to keep our jobs. Like I
said, it must be a highly protected position or perhaps maybe it's taught
to them at their seminars. Tell any unhappy customer it's his fault and "I
can understand now why no dealer in Florida will do business with you".

Heck...in Florida they won't even call you back. I'm still waiting for
return calls since June.

On the plus side, dealing with Carlson directly has been a pleasant,
courteous, considerate and I got helpfulness versus arrogance with my
upgrade order. Chris Thurman was my Carlson sales associate who is a real
professional and made my second purchase a much better experience than
this past six months with their people down here in N.E. Florida.


Dave H.
Land-CAD Services, Inc.


R.K. McSwain wrote:

I didn't realize that resellers got "carlsonsw.com" email
accounts.
Makes it look like Mr. Griffin is a Carlson employee.

Dave H. said the following On 1/7/2007 9:55 AM:
I see and hear customer complaints all the time but I've never seen
a
merchant go out of their way to complain to a customer. It's a
first for
me and very non-professional. With most merchants they can take
complaints
a little more maturely and they try to make improvements to avoid
complaints. By appearances with Scott, it's always the customer's
fault.

----- Original Message -----
From: "Scott Griffin" <sgriffin@carlsonsw.com
To: <dhettrick@bellsouth.net
Cc: "'Bob Bailey'" <bbailey@carlsonsw.com
Sent: Sunday, January 07, 2007 9:33 AM
Subject: FW: found in our newsgroups.

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