LSM360
Well-Known Member
I want to warn everyone regarding Firmfeel Customer Service. I delayed this email for a long time in hopes I was going to get a response from Matt of FF. He was nice enough to respond to my first email in which I was asking questions VERY nicely and politely regarding the new t bars I purchased (I have the email chain for evidence). He responded promptly and politely asking me to call him and provided the number. I called and got voice mail so I left a clear message with my name, phone number and short ref. After a week I called and left another VM. So over two months after the first email and no return call/email, I decided to try another email. Again, I politely asked for a call back as I needed "advice" regarding my issues with the super expensive new t bars I bought. There was a little frustration in my last email regarding no response to anything after months but still polite! Again, I have a chain of emails as evidence. It would take a whole lot to get me to become an azzhole customer, and especially with a company I use to be so grateful for and made that very clear in my first email.
Finally Matt responds today and is a smart azz and claims to not had any emails with my phone number. Not true, AND i left my name and number on both voice mails. And if those two things weren't enough, I've been a customer for decades yet he says he doesn't have my number. He referred to the 63 year old ASE cert mechanic with 40 years experience as my "sleuth mechanic" and had all kinds of excuses and a very chitty response to someone who has been patiently waiting for many months.
MY take? They MIGHT still have good products, I'm not sure, but customer service is chitty now. If that's the case with customer service, will this transfer into manufacturing? I don't know but they lost a super good customer (I've bought virtually everything they sell for front ends on multiple cars and would've continued). If a customer service rep can't get along with me, they have problems. I'd tell you my faults, but being a Karen isn't one of them.
Larry
Finally Matt responds today and is a smart azz and claims to not had any emails with my phone number. Not true, AND i left my name and number on both voice mails. And if those two things weren't enough, I've been a customer for decades yet he says he doesn't have my number. He referred to the 63 year old ASE cert mechanic with 40 years experience as my "sleuth mechanic" and had all kinds of excuses and a very chitty response to someone who has been patiently waiting for many months.
MY take? They MIGHT still have good products, I'm not sure, but customer service is chitty now. If that's the case with customer service, will this transfer into manufacturing? I don't know but they lost a super good customer (I've bought virtually everything they sell for front ends on multiple cars and would've continued). If a customer service rep can't get along with me, they have problems. I'd tell you my faults, but being a Karen isn't one of them.
Larry
