Todd F r e n c h wrote:
Craig Gleason wrote:I just want to point out that Ray responded by phone and post within a few hours of the original posting, so comparisons to the other cases mentioned are totally bizarre.
Similar to how Leslie Sbrocco responded to Nola after her public posting, versus responding to ONLY a private communication? Suzanne complained that she had several unanswered inquiries. Once the inquiry went public, the responses came.
I don't see why this is so different from a scenario with a different party X and party Y, but perhaps I'm oversimplifying it. To me, responding to a single, second, or third inquiry via private communication is customer service. Responding to public outcry is saving face.
I don't know why I feel the need to chime in but will......
I just re-read the thread to figure out where things went wrong.
Sounds like Suzanne emailed Ray "4 days, 2 emails" and then the follow up that sounded somewhat sarcastic "09's late, 10's late, 11's late, when do you sleep?"
I have no idea who Ray is besides what I have seen here and I have no idea who Suzanne is besides what I have read here, but to me it seems a bit of over reacting in part of the 'customer'.
To begin, a guy went out on his own an tried to start something new, DI'ing wine from Burgundy to customers, in something that is rarely ever done in the wine business. I have been reading Ray's posts from the start of the winery and it sound to me like a huge undertaking which would be ripe for pitfalls. Should he be critiqued for his business practice, of course he should, but he already expressed some of the issues he has had along the way, as a consumer there is a bit of buyer beware as he already sorta stated. So Suzanne, you would have to have known that there were going to be hitches, correct?
This to me is totally different from PC, PC sells you wines that they do/don't have and then years later delivers the wine or gives the consumer a choice of credit if they never receive the ordered product. Ray actually has the product and has/can deliver. (Full disclosure, happy PC customer)
4 days, 2 emails? Again, I don't know either party but I do and have worked in business for over 20 years and understand customers expectations, but i would generally give the 'business' the benefit of the doubt if had been only 4 days, maybe I'm more patient. I have a kid and I have been under the weather and have had to come to work as well, believe me, I have been in this situation and it sucks for the customer, but things happen, this isn't Starbucks, where a customer service rep is on the other line or will answer an email in 15 minutes or less. I didn't see Ray's logistics as complaining just explaining his situation, which honestly, I wish more would do.
Todd, I think your comment of Ray coming here and 'saving face' was a bit out of line, sounds like you have beef with Ray, as Ray eluded to. So deal with that in private or bring it out in public, but being the guy on the sideline with a stick, poking and prodding doesn't make you come off well.
Suzanne if I would have had issues with a business for 3 years as you did '09', 10', 11'. I would simply quit doing business with them, period. My risk is very low, I'm a one and done kinda guy, saying that I generally don't go out in public and air my grievances, I can't stand Yelp and would rather vote with my dollar and not buy from them anymore and call it a day unless I was really mistreated and wanted others to know.
Again, I don't know any of you but to me this sounds like someone whom has become upset with Rays process (which she completely has a right to do) and feels as though she wasn't being heard and went on line to draw attention to her issue (her right as well). It also sounds like Todd has a bit of an axe to grind and is doing so now....
But to me, it was a process that was represented upfront, admitted there would be pitfalls and that it was a small business and that things were going to be bumpy, I read that a number of times from Ray, it truly was an organic process and it sounds as if the customers threshold and patience are at their end, it happens.