USA Marine Windows (shipping costs)

[usa marine]

Listen to all of you. We are not here to Take Any money from anybody!
We have been in business over 30-yrs. This Is first time we ecounter a problem with a Customer who is unhappy with the shipping Charges.

We will say by all means that if he is not happy we will REFUND his money back and we can take our custom Product , and resell it!. No other Co. Would do such a thing on a custom product that will sit in the shelf for how Long?

We are Proffesionals and we enjoy extending our hand to our Customers ,especially when they have technical questions, and need help on how to measure a window or door. We are here to give a good service and outstanding Quality.

Thank you kindly
Guill
USA Marine Windows Mfg inc.

[usa marine]

Listen to all of you. We are not here to Take Any money from anybody!
We have been in business over 30-yrs. This Is first time we ecounter a problem with a Customer who is unhappy with the shipping Charges.

We will say by all means that if he is not happy we will REFUND his money back and we can take our custom Product , and resell it!. No other Co. Would do such a thing on a custom product that will sit in the shelf for how Long?

We are Proffesionals and we enjoy extending our hand to our Customers ,especially when they have technical questions, and need help on how to measure a window or door. We are here to give a good service and outstanding Quality.

Thank you kindly
Guill
USA Marine Windows Mfg inc.

[usa marine]

Thank you for Looking at the site!

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Listen to all of you. We are not here to Take Any money from anybody!
We have been in business over 30-yrs. This Is first time we ecounter a problem with a Customer who is unhappy with the shipping Charges.

We will say by all means that if he is not happy we will REFUND his money back and we can take our custom Product , and resell it!. No other Co. Would do such a thing on a custom product that will sit in the shelf for how Long?

We are Proffesionals and we enjoy extending our hand to our Customers ,especially when they have technical questions, and need help on how to measure a window or door. We are here to give a good service and outstanding Quality.

Thank you kindly
Guill
USA Marine Windows Mfg inc.

[Boston]

having been a contractor my whole life I can assure you I have bumped into this issue with a customer before
even though I felt I made it clear that shipping is not included
how I handled it depends of how much of a pain in the ass the customer is and if he sounds like he/she sincerely didnt know about the shipping charges
but the vast majority of the time
I covered the shipping for them just to keep a happy customer
hell
I covered a $7,000 + shipping cost once
so my basic principal in this regard is
eat it
and you customer will probably be your pall for life
bother making a big deal over peanuts and your going to end up in a situation like this

my bet is this guy may have been given notification of the additional charges for shipping but not have read it or realized it was his responsibility

you made an error in not eating the charge USA marine
no mater how good the product is
you just pissed off a customer
my two cents

schooner windows and doors
B

[kroberts]

If you look at my original post on this thread, repeated below, my real objection with this situation is the way in which the vendor responded to the complaint on this forum.

The FTC web site is where consumers can file complaints. It's the best way to handle this if it can't be handled between the vendor and the customer. The FTC does not just blindly take the customer's side, they look at the complaint and see if there is a valid gripe.

I also think this is just a situation where the customer either didn't clearly understand that the shipping charges were extra, or where he knew but didn't want to pay it. It's not automatically the vendor's fault, and unfortunately there is not really good way to know from the outside since we have not seen or heard the entire dialogue. That's what the FTC is for.

In the favour of USA Marine, the information about shipping IS stated in the section mentioned. Also, they are not a dot-com (you can't order directly from the site) so it's harder to be sure the customer understands that shipping is extra.

Which gets us back to the vendor's freaky posts. You guys definitely need to train on that sort of thing, especially when it's visible on a forum.

Originally Posted by kroberts

TripleCrown,

Try this: http://www.ftc.gov/bcp/consumer.shtm

USA Marine,

I also find your posts to be bizarre. Especially the second one where you try to pretend to be a happy customer, which has just made me decide to never get anything from you no matter how good your product is.

The part about speaking in the third person is just a bit creepy.

This is probably just a customer not realising there is an extra charge, and being cranky about it. However, you guys need to understand that this is the ultimate advertising for a manufacturer and distributor. The way you deal with customers on a forum is visible to the entire planet.

Online public support has helped me choose vendors for nearly everything I spend a significant amount of money on. A support representative who handles the complaint well stands a good chance to make money from me when my turn comes around. A rep who handles complaints poorly will probably never do business with me.

[angler marine]

We have dealt with this Co. and many of our compettitors have dealt with them also.

I believe their was a misunderstanding between USA Marine and that customer!

They provide excellent service, and products.
and one thing they sure do is pack all their items really good.
It is a shame that some customers have come to this.

all of this is unprofessional, and givng advise of the trade commission is obscurd.

You need to really get stop all that ridiculous posting and do something good for the boating forum.

Chris
Angler Advanced Marine

[TripleCrownNC]

Guill, when you are on the phone with a customer and outlining all of the costs, reach a value, and tell them that is the all inclusive cost, and take their payment right then and there, that should be it. If there are additional charges you tell them BEFORE they pay you and how much it is going to be.

The very first time I heard about shipping charges is when the distribution center called me. Nothing ever from you.

That was mistake 1

Mistake 2 is not recognizing mistake 1 when I brought it to your attention and meeting me half way on it. I called you, the shipping company called you, and I clearly outlined my displeasure in an e mail, that you read on the spot.

I don’t feel I bashed you, I just described what happened.

I am not filing any complaints.

I am no longer upset about it, and I take a lesson from it. You should too. I still think you should make some concession for your part in this and not leave it all on me.

I received on my door step some custom electronics this week (that cost more than your windows so we are not talking peanuts) that I handled the same way and there were zero surprises.

All of this could have been avoided if you met me half way and you turned down the chance.

I have not mentioned your product. I am pleased with it and would have much rather taken that position and proped you up than all of this.

[usa marine]

I tell You What ! We will Credit your Account for Shipping Purposes, and we will maintain a good relationship, and will allways make sure we are clear on shipping charges. I believe We will meet you $ 65.00 is what you payed, so we will credit you. Since you did like the product and are happy with it we will work it out with you.

O.k god bless and have a happy week.

Thanks
Guill
USA Marine Windows Mfg Inc.

[blaze_125]

Originally Posted by usa marine

I tell You What ! We will Credit your Account for Shipping Purposes, and we will maintain a good relationship, and will allways make sure we are clear on shipping charges. I believe We will meet you $ 65.00 is what you payed, so we will credit you. Since you did like the product and are happy with it we will work it out with you.

O.k god bless and have a happy week.

Thanks
Guill
USA Marine Windows Mfg Inc.

And they lived happy ever after

[TripleCrownNC]

That is all I asked for, issue resolved, thanks

[TripleCrownNC]

Just to cap it, the windows have been installed and they look very nice. I think each of us learned a little something. According to Guill a computer glitch prevented me from seeing the invoice before it was too late. He has made up the difference and all is well.

[mydauphin]

Hey USA, now that you refunded money for shipping - can you give a quote on some windows. Lets start with door windows. 2 x 2 ... How thick do you recommend?? I also need some three pieces of 4x8.

Thanks