Troll huh? Hmmm. Haven't been called that since I read "Billy Goats Gruff" to my kids
, but I fear in admitting this , I've truly dated myself.
First, I need to point out that the Rig-Rite, Inc. I'm referring to is located in Warwick, RI. They, as far as I know, are not affiliated with any other company (there are several) that bare the same name.
It was pointed out to me that my criticism of them was woefully devoid of facts and so, lacked credibility. In reading thru it again I admit, it was. I also must admit that when I wrote it, I was angry and was simply venting. My bad.
SO, the facts or the story are: this past week, in attempting to do business with Rig-Rite, Inc. I first found them they way most of us find companies we wish to do business with; on the internet
. They have a very impressive web-page and presentation so I sent them a quote form on some gudgeons I was looking for.
I was informed that they would be back to me shortly. Usually when a company is not able to respond soon, they send an email
acknowledging receipt of your request and indicate when they will respond. After receiving no response, I waiting a couple of days and called them. I was informed that all order takers were on another line but if I would leave my contact info and the part number, I would be contacted (again) shortly. I did and (again) received no response. That weekend I called again several times, always being told that order takers were busy on other lines so I didn't see any point in leaving another message. Monday morning arrived and at 8:05 am, I called yet again and yet again and yet again...well..you know the story. After several more attempts a female voice answers and I'm thinking " Thank goodness, a live human being!!! " Before I could say "Hello!", the voice put me on hold. Ok, it happens. After all, they're running a business and it's Monday morning, a very busy time. But when she picked up the line a few minutes later and said,"yeah?"...I had a feeling this wasn't going to be a very pleasant experience for either of us. When I told her that I had previously wrote and called seeking a quote on the gudgeons, she was familiar with my attempts to communicate but made no apologies for not getting back to me. She then informed me that I should probably hear back in a week or so regarding their availability... "You mean to say, that it'll take at least a week for someone to walk out and look in a box to see if you have the parts
you advertise on your website?" I asked incredulously. "CLICK!" was all I heard.
Ok. Everyone has a bad day once in a while. Maybe even a bad week. Some people may have even missed the "Why It's IMPORTANT To Be Courteous To The Customers" training video. But then I then Googled Rig-Rite, Inc. and was directed to the Sailnet community and Cruisers Forum and read what others had written of their experiences and it was almost identical. These complaints went back several years in some cases. Now as a former business owner, I know you never get a second chance to make a first impression. The money
that the owner has been losing by keeping this individual employed ...well if it were up to me...this "liability" would be long gone.