Resolved an post edited as promised per conversation to pangolin. Thank you everyone.
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Resolved an post edited as promised per conversation to pangolin. Thank you everyone.
BTW exact same thing happend to me yesterday at HH-gregg I was there to purchase a new plasma 3D tv and no customerservice when some one finally spoke to us and seemed like we wer bothering them i walked out went right to best buy spent more but left happy with the experiance. Customerservice is a MAJOR factor in sales and support.
(at least for me) if im spending that kind of $$ i do expect to be spoked and treated better than an enemy spy!
Are you seeing a pattern or common element here?
Hey Shawn,
It's a shame you had such a bad experience like that.... but I think that one women was just having a bad day herself.
This is no excuse to treat you the way you mentioned but I have NEVER heard of such a thing from Pangolin!
In fact, I cannot believe the level of customer service I recieve ANY time I have contacted Pangolin.
I highly believe many on this forum have experienced the same superior level of customer service I have.
I wouldn't get involved in this thread if I didn't feel passonate about this..
Just as you mentioned about HH Creg... Sounds like everyone is just on edge. These days are crazy and we just need to take a breath.
Don't get discouraged... and don't let yourself get tp the same bad day she was having.
Always give em another shot and sometimes you may just be pleasantly surprised!
I am feeling kind of optomistic this evening if you can't tell ;-)
I was taken off guard after hearing all good things about them however even being very nice (and I'm the type of person to always go out of my way to be nice and treat people with respect esp clients customers and people of business) i felt i was spoken to as if i was a waste of time a complete bother. i ended our conversation before i could ask all of the questions i had. Bad day or not you don't speak to people that way especially customers (esp who have equipment sent back for warranty repair). as far as HH-Gregg experience we wer flat out ignored from the he time we walked in the door when we asked for help the sales man looked at us and then went and watched football on one of the displays. scary how businesses are taking for granted consumers and they way they treat customers no wonder many businesses are going out of business who would want to return after being treated in that manor. i wouldn't. i have clients who would rather pay me more for my services all tho they can get it cheaper from some one else because of the way i do business and take the extra step and give a little extra and care about there needs.
I've called them maybe 8 times in the past 3 years. I spoke with Justin, Hayden, Bill, and briefly a lady that took my CC info. All were very pleasant and professional, so your call might be a fluke. People are weird during the "holidaze", I hope one call doesn't put you off, they really are good people.
-Mike
i dont mean to be so negative maybe i just needed to vent but i was taken by surprise because i have only hear of good things from them.:confused:
I completely agree. Sorry to hear you had a bad experience Shawn. Hopefully the next time will be better.Quote:
Originally Posted by LASERGUY
Maybe the person she had just gotten off the phone with....... Who knows? I can't make excuses for others,
but
I can say any time I've had a problem or a request, well, it's not many companies that the CEO will answer your email directly, personally and timely.
Every time I've had ANY communications with anyone at Pangolin, they've treated me like I was their best customer. Sorry you had a problem.
even with all the crap I have said on the forum about my disagreement on some of Pangolin's decisions everyone I have spoken to at Pangolin has been super nice to meQuote:
Originally Posted by trwalters001
perhaps whoever you spoke to was having a really off day (not that I am making an excuse for bad customer service) but shit happens you know?
Sir Shawn -
Just a couple-thoughts, here... since, clearly, this is *not* a frequent experience with Pangolin's Customer Service, while it's understandable the desire to 'vent', here, you might consider *modifying* your post-title, because, #1, the major search-engines LOVE PL, and, really - despite your unfortunate experience with Lady Satan, there :) - saying something so sweeping and 'generalized', like "Pango Cust Service SUX" - (as-if there were case upon case upon case of-such experiences) - it's *really* IMHO, not-fair
to them for something like this to be 'out there', and potentially damaging to their Rep... certainly not-based on a 'one-off experience', like-this...
I mean, I'm NOT saying your feelings / concerns are not-valid, but it just might be more 'balanced' to say something like, "I had a Bad Experience with Pango Cust Svc", etc, so this-way, someone reading just your thread title in a search-engine result, about Pangolin, would-not get such a 'skewed-perspective' - as-if ALL Pango service was 'bad'...
get what I'm sayin'? :cool:
...And, #2, I have to add my testimony, here, too and say that Justin, Hayden, and Bill, have always-been very-responsive to any 'issues' - Bill, especially, takes the time to READ emails, and will get-back to you, often very-quickly, unless he is, like, 'on a jet to England' or something... :D That, too, might have-been a more 'balanced-approach' to this incident, vs a very-public 'blanket statement' like "Pango Cust Svc SUX"...
Just some food for thought... :cool:
peace...
j
Man I dont think I have ever seen so many ' ' or italicized words in one post : )
But really I do agree that you may have been bad on saying that their cs sucks..... as honestly its some of the best I have ever dealt with. They treat me as if I am a million doollar customer and all I own is an fb3...... Bill (CEO I believe) Is always quick to answer my e mails and some times forward them directly to the tech at the time who provides a very details explanation...... Again nothing but good from them.
:rolleyes: I know, man ...and I'm not even from New Jersey! *retardoQuote:
Originally Posted by f22warzone
I think it's some kind of sickness... maybe I need some 'anti-punctuation pills'... SEE WHAT I MEAN???? :D
peas...
j
by request from you guys i did try to edit the title but can not. only the post body. the verry reason i was using pangolin product in the first place was because of all the good things ive heard then on my first call to them had this experiance. either way i have a couple of days to figure something out have shows coming up and now im down a fb3 that i needed for one of the projectors. and obviously ill have to purchase some thing to take its place mulling it all over. but there are other options avail.
Yep, same experience here and I have not yet parted with any folding stuff!Quote:
Originally Posted by f22warzone
Till now my experience with pangolin is really good, they are very responsive.Quote:
Originally Posted by Shawnb
These kind of things can happen at any big company.
Just try and contact bill and explain your situation.
If the one you spoke to didn't act well as should then the employee can be notified of it.
In my opinion they offer the best service and contact i've ever seen.
I'm in Cookeville. You can borrow mine for a few days if needed for your show.Quote:
Originally Posted by Shawnb
Dear Shawn,
I am sorry to hear about your experience and I am looking into this, so that I can understand the nature of your request and what happened.
In the future, if you feel like you are receiving anything less than an excellent level of service, please ask to speak directly to me in the office, or you can call my personal mobile number at "four zero seven" 435-9882. (trying to avoid spam text messages)
If your matter is not at an urgent level, you may contact me directly by email. The best way is to use our contact form, since emails that come through the contact form are sent directly to me, and have no spam filter. I sometimes travel to areas that have poor mobile phone reception making voice communication difficult, but generally text messages or email will come through with no problem.
Best regards,
William Benner
Hehe, I respect where you are coming from Frank. It's just that our product mix doesn't have a great answer for you right now. Our approach gives flexibility, but it's flexibility you don't need, and at a cost you also don't want to pay. I understand this...Quote:
Originally Posted by flecom
Right now we don't have a great answer for you, but we will by the middle of next year. In fact, maybe even several great answers...
By the way -- one thing I am sure many folks here on PL can attest, is that you might get better answers (and many times, exclusive offers) by writing directly to us, and by email. Forum posts are great and all that, but... a lot of things can be missed, or will take many many many words to completely explain. Who wants to read a long forum post :rolleyes:.
Best regards,
William Benner
I for one can attest to that.... I won't go into details but I had a real odd ball request that I submitted on the Contact Form and received a phone call form Bill in about 30 minutes. I expected him to say no but all I heard was sure we can do that.Quote:
Originally Posted by Pangolin
One other time I ordered the TC2000 SMPTE controller on a Monday and choose 3 day air when Pangolin was unable to ship it until the next day they upgraded the shipping to "Next Day" at their expense.
Jim
OK, I have looked into this. Shawn spoke with Ms. Adrienne Longo in our office. Here is Adrienne's side of the story ;)
-------------------------------------------------------------------------------------------------
I was, as always, professional. I just couldn't give him the immediate happy ending he wanted which was getting his repair pushed ahead of everyone one else and sent overnight back to his waiting arms.
Hayden says we are very busy at the moment, what with all of the orders, and also some repairs that have come in ahead of his repair.
This phone conversation took place with the client's record and repair order right in front of Hayden (who was listening on my side) in case there needed to be correction.
The client asked if we had rental boards and I apologized and told him we did not. I repeated his name and information, went and looked at his order, which just arrived here on Friday. Hayden had not even opened the box yet because of the other orders and repairs ahead of him. I told him I would let the repair person know that he needed it as soon as possible.
Beyond that I don't know what else I could have done except wave a magic wand.
For the record, the client also called this morning asking if he could purchase a board. I told him we did have boards in stock for immediate shipment and directed him to the order form on the website. Over the course of our conversation I also found out he's a Connecticut Lasers client and suggested that Marc might have a rental or possibly a deal for him as well and to check with Marc before placing his order. If he placed it with us, we would give him priority as far as getting his order out because of the status of his repair.
I am never snotty or rush on the phone with a client. Of course you know this as you have heard me dealing with clients several times. Sometimes guys have issues being told 'no' by women. ;) ha ha!
-----------------------------------------------------------------------------------------------
One thing that forum posts don't give us is a full and complete accounting of everything and anybody has ever experienced. Shawn's original post is that he received bad customer service, but omitted all of the details of who said what, when, how, and even why he believes he received bad customer service.
In any event, what I would say, and what the vast majority here on PL would say is that we do a darn good job with customer service, and we try to do everything we can. But "everything we can" is a qualitative prhase not a quantitative phrase... If there are orders and repairs ahead of yours, we do what we can to shuffle them, but if everybody needs their goods immediately (something that most definitely is the case in this holiday season), then our shuffling still might not be satisfactory to the client.
I'd like to speak with you directly by telephone, to see if we could have improved your experience, and see if we can make changes that would have lad to a satisfactory conclusion in the future. For example, the concept of "rental boards" is not something we've ever entertained before, but if there is value in this, then we might take a closer look at this option.
Best regards,
William Benner
Sir Shawn -
Hrmm. Well, I'd try these '4 easy-steps', starting in the lower-right corner of any of your posts...Quote:
Originally Posted by Shawnb
Attachment 22309 , Attachment 22310 , Attachment 22311
... and, of course, don't forget the all-important
Attachment 22312 :)
...if these steps still don't work for ya, I'd let Admin know... :cool:
Looks like Bill's on the case... and Wow!, even:
...Sir Doug, you are The Man!! :cool:Quote:
Originally Posted by mophead
So, again, looks like 3-cheers for PL!!! :) Happy trails, m8! :)
peace...
j
thats good to hear... I know I am a pain in the ass but I am also realistic... I know you guys are a small operation and programming takes a LOT of time (I know we have a whole floor of developers at work lol)... and I know I am an even smaller customer, but I also know someday my hopes will be answered because I know I cant be the only one that has the same idea *retardoQuote:
Originally Posted by Pangolin
and its not the cost, its how the cost scales... or lack there of... to me an intro system + livepro is still a good deal... and an FB3 + livepro is a steal... its just when you start trying to scale a QM system the costs go up linearly very quickly! while the FB3 cost structure is a lot more reasonable I think personally... but I will sit and wait patiently :)
and probably pick up an FB3 or 3 + livepro for xmas lol
Actually, a better option might be to put some new boards 'up front' into a recycling type operation. However that does depend on how many you have back for repair and how many different types you have. I guess the common denominator is the bare FB3 board.Quote:
For example, the concept of "rental boards" is not something we've ever entertained before, but if there is value in this, then we might take a closer look at this option.
So you receive a board for repair - you send a replacement, and the returned board goes into the 'repair queue'. You then repair as time allows and this one goes back into the 'repaired pool'.
This way, customers see a consistent turnaround as its usually just the time to ship a new unit, and you get rid of some of the pressures, especially at busy times of the year.
I think Apple does this for certain faults on the iPhone and in my experience it works excellently. And one advantage over the rental scheme is you don't run the risk of ever having a spare unit unreturned.
Pangolins top service never fails to dissapoint.
100% fact :)
Glad to here things have been resolved for you Shaun.
I too can add to the positive experiences at Pangolin.
After I ordered my FB3-QS there was heavy rain and floods in Europe and one of their manufacturing sites was flooded creating a shortage. Justin @ Pangolin telephoned me from the States (bearing in mind I'm in the UK so this was an expensive International call) to explain and ask me how urgent my need was and if I could possibly wait a little bit longer as they had a shortage and some very urgent requests. He was quite prepared to still ship to me, but as I wasn't in a rush - I have no laser after all, I agreed to defer. Sure enough I was given a new deadline and my Fb3_QS arrived within a few days of that complete with a complimentary T-shirt and mouse mat to say thank you for helping them out by deferring my order in the difficult circumstances they faced.
I have to say my entire experience on the telephone with Justin was extremely pleasant and polite. In fact I was so impressed I think I mentioned in my next conversation with Bill just what a nice guy Justin was. I don't usually recommend customer service reps for their service so this was obviously outstanding.
I have to say that not only this, but every experience I've had at pangolin of their service and feedback has always been very good.
Hey shawn-
If you are stuck, let me know, i will overnight you one of my FB3's for you to use. I am sorry you had a problem with your phone call. but i promise you it is NEVER EVER like that. Not saying i can make miracles happen, but could have tried to call me. i would have offered you my FB3 to get you through. let me know if you need anything, ill do my best to make it happen.
Give pango the benefit of the doubt. TRUST me...they are about the best customer service i have ever dealt with. Adrienne is a sweetheart. im sure she didnt mean the way it may have come across. :)
Let me know if you need a system to get you through.
-Marc
Thanks mark again the reason for contacting pangolin in the first place was to confirm that they received the item for repair. Im covered as far as equipment now thank you for the offer!! by far your service is has always been the best! and by the way the kvant ROCKS. thanks a million buddy more orders soon to follow i have plans my friend and gonna have to expand SOOOOON
Hi All,
Speaking as the one in the trenches, so to speak...
I can tell you that things are extremely busy this time of year. Everything that a
Adrienne said was entirely correct.
Under normal circumstances, I prefer to take these kinds of calls personally. However, due to the overwhelmingly busy time of year, I try to stay away from phones in an attempt to get as many repairs done as possible
Please understand that I am one person that is servicing the needs of over 50 countries world wide ( I havent forgotten you Francesco, thats why I say only 50 countries ;)
Adrienne expressed the urgency of this repair to me, and I made it a priority. Fortunately, inwas able to repair this quickly.
Trust me guys, I am doing everything that I can to fill all new orders, answer support calls/emails, and do service/repair just as fast as I can.
In any case, I am glad that I could get this taken care of for you in time. Most repairs this time of the year take at least a month.
Trust me when I tell you that I know how it feels, I am a touring Laserist as well as doing many other types of shows.
Hayden @ Pangolin
Quote:
Originally Posted by Hayden
Woa that sure is alot of work yes.
I admire that work.
also sorry to hear about Adrienne's cat, I had a cat myself.
I actually laughed at the comment about a woman saying no.. it's supposed to be a joke for people that take it too serious.
People at pangolin have been extremely nice to me all the time.
I never got a proper way to thank the employees yet.
Thank you :) and keep up the good work
Thank you Masterpj!
I would like to wish you all a Merry Christmas and a Happy New Year!!
Hayden
I would say that if repairs are taking a month then Pangolin really does need to look at some way of spreading that burden throughout the year a bit better, espcially as this could be a 'boom' time for laserists.
Thats what happens where I work. We try to maintain a 48 hour turn round time for repairs. we receive a faulty item and ship out a "Nerly Overhauled" replacement. The faulty item is then overhauled and packaged up ready to be used again.Quote:
Originally Posted by norty303
Admittedly, you do need to have a stock of replacement boards available, but it is a quick and easy process to implement. It also allows a less technically trained person to run the process and keep the techs just doing the repairs.
I really do like the ideas expressed here about the repair turnaround.
The main problem with that is the each board hase a serial number. There are programs such as LCMax, LivePRO and may others that are licensed to a specific board. If we send a client a board that is not theirs originally, we could be putting them in a situation where none of their licensed programs would function.
I am sure that is we think about this hard enough, we could come up with a solution th that problem too.
I really do like the idea!
I am sure you guys have a way of forcing in different serial #'s into a prom somewhere?
at least I would hope so in case a board goes south and becomes unrepairable
I work on some very expensive 2-way devices (cant mention) that store the serial # in DS2401's (good luck breaking that)... so when the device fails we just unsolder the DS2401 and transfer the serial # into the new device, done!
Not only that, sending an other one will give them a new casing.. if the older casing is scratched it can be polished or maybe not... I think this is not a major problem though but It can involve the casing not able to be reused for resale again.Quote:
Originally Posted by Hayden
I think an option is some kind of dongle... This dongle holds your key... and is only to be used for a replacement unit and when 2 of these systems are active the other one won't operate or if both deviced are being used then missuese has been detected..
The encryption is done by the hardware off course and not software of the pc, still sounds risky to me but It can be an option
you can always just switch the guts and resend them their existing enclosure...Quote:
Originally Posted by masterpj
Yeah your right...Quote:
Originally Posted by flecom
don't they have a special writer to rewrite the chip that holds the serial key / license?
They could like transfer it to the replacement one and erase the other one
ya thats kind of what I figure... although like I said if Pangolin really wants to make the serial # virtually unhackable the DS2401 is the way to goQuote:
Originally Posted by masterpj
I don't know much about the protection on chips sorry :)Quote:
Originally Posted by flecom
That still go's way to high for me.
I don't know what protection they have.. all I can say I don't even dare to touch it :eek:
And that says quite alot as I well tend to dare things * cannot hack though*
I mean as in public.
I was so random once with friends that we "happen" to have a huge dance pad with us and were so random that we put it on the ground and started playing... Then the conductor came and he was surprised but He still alowed us to keep on playing.
But it sure drawed attention people were cheering in the end... so random but epic ending
I think this is a very good point that needs to be repeated. It's one thing to post in a forum if you're trying to accomplish a specific artistic effect ("how do I create a morphing abstract in Showtime?") and want some advice from experienced users.Quote:
Originally Posted by Pangolin
But it's quite another if you've got a technical problem ("My FB3 isn't recognized by my PC anymore, and the show starts in 5 hours!"). In cases where you absolutely need the correct answer right-the-hell-now, it's probably best to contact Pangolin directly. Later on, after you've corrected the problem, go ahead and post about it here so that others can learn about it. ;)
I'm glad that the customer service issue was resolved. And yeah, this time of year everyone is on edge. Deadlines are looming, the weather sucks, and money is as tight as ever. Might be good for all of us to take a deep breath now and again... (Can I get a group hug here?) :o
Adam
You got it Big Guy !!Quote:
Originally Posted by buffo
http://www.photonlexicon.com/gallery...-1/pukeua3.gif
Damnit Soforene!
I guess should have expected that... Pardon me while I go wash all this baby oil off!
Adam
Quote:
Originally Posted by buffo
Guess your not in for another hug *retardo
For once I'm glad us English guys do things differently.
Sir Shawn -
Glad you had a happy ending... :cool: Maybe, now, you might consider letting Pango have a 'happy ending'...(uh, eww, that doesn't sound so-good... *retardo
Sure ya can, buddy! ...Try these '4 easy-steps', starting in the lower-right corner of any of your posts...Quote:
Originally Posted by Shawnb
Attachment 22349Attachment 22350Attachment 22351
... and, of course, don't forget the all-important
Attachment 22352 :)
I mean, you prolly wouldn't feel-too keen on having "(Your Company Name) Customer Service SUX" still turn-up in the search-engines, wouldja? :cool:
...if these steps don't work for ya, maybe let Admin know... :cool:
peace...
that works for the posting bit not the thread title. notified admin. However just discovered the Equipment is still acting up sigh.... have a few things to triple check but not looking good as of yet.
Are you sure the problem is the hardware.Quote:
Originally Posted by Shawnb
Im sure they tested it.
What exactly is it not doing?
maybe there's something wrong with your pc or a bug? however I doubt it being a bug
Ok, so what have Pangolin had to say about it?Quote:
However just discovered the problem wasnt fixed with the equipment $200 later
Was the problem correctly diagnosed in the first place, and verified and reproduced by them?