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Old Oct 02, 2012, 02:01 PM
Registered User
United States, TX, Austin
Joined Aug 2012
124 Posts
Quote:
Originally Posted by Nancy BH CSR View Post
Hello BGR.

Thank you for your constructive feedback as it is greatly appreciated.
As Banana Hobby grows, we strive to do our best to accommodate consumers, like yourself, while following our company's policies. Have a wonderful day and happy flying!

Sincerely,
Nancy P.
Nancy,

We do notice your comments and appreciate the feedback from BH, but as a company you need to realize that 10-15 days to process a return, especially when you require pictures up front on damage or defective parts is ridiculous and really not acceptable. Even 5 days is a bit long. Unless there is something we are all missing or dont understand, it is business practices like this that will never sit well with a consumer especially when you still have our money, which you require up front, well we would like the same courtesy and have our products shipped in a timely fashion and defective/damaged replacements handled in an expedient manner.

There is no real way to quantify how many potential and current customers you are losing based on the customer service practices in use today.
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Old Oct 02, 2012, 10:10 PM
BGR
Foam Junkie
United States, CA, Oceanside
Joined Dec 2003
1,655 Posts
Quote:
Originally Posted by hepcatz View Post
Nancy,

We do notice your comments and appreciate the feedback from BH, but as a company you need to realize that 10-15 days to process a return, especially when you require pictures up front on damage or defective parts is ridiculous and really not acceptable. Even 5 days is a bit long. Unless there is something we are all missing or dont understand, it is business practices like this that will never sit well with a consumer especially when you still have our money, which you require up front, well we would like the same courtesy and have our products shipped in a timely fashion and defective/damaged replacements handled in an expedient manner.

There is no real way to quantify how many potential and current customers you are losing based on the customer service practices in use today.
This is the reason for my previous post, to step into the next level something has to change. The quote that Nancy made "while following company policy" leaves me a little concerned that this explosion of CS by Banana Hobby may not be what it seems. Company policy is sometimes used to stick the consumer with the dollar loss of defective products. There is a significant difference between actually standing behind the products that a supplier sells and the appearance of providing support.

So i ask you Nancy, has BH really changed its ways or just camouflaged them?
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Old Oct 03, 2012, 01:36 PM
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Joined Jun 2012
191 Posts
Hi hepcatz & BGR! The 10-15 business days for processing returns is necessary in order to thoroughly and systematically complete pending tasks in the queue. Our technicians in the RMA Department work very hard to professionally inspect, diagnose, and expedite results in a timely manner to minimize any further downtime. However, ongoing plans to improve this sector of business operations are to be discussed and coordinated with upper management. In terms of improvements to CS, our customer service representatives are constantly reconditioned with ongoing training to ultimately better assist our valued customers/potential customers. -Seba
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