Supreme Shine Towel Defects?

[starvinmarvin]

Re: Supreme Shine Towel Defects?

Marvin, a few questions for you, and forgive me if I'm sounding a bit harsh here - that is not my intent at all, just trying to understand a few things.

Why didn't you bring this to my attention at the last TNOG on Aug 21st? We could have resolved this right then and there. I know you've been talking off line with Brian Hann, our Customer Care Center Manager, about this. If your intent was to have them replaced, why did you remove the tags and wash them? We are happy to take care of you on this, but generally speaking a consumer's first line of defense is the retailer from which they purchased the item. That is, if you bought from Walmart, even though it was an online purchase, the first contact really should be Walmart. As we've explained in another thread here on MOL, Walmart and Amazon sell our towels in bulk packaging online, with unique part numbers that aren't normally found elsewhere.

But again, bottom line and the most important thing here, is that we want you to be happy with your purchase. We don't have access to this particular part number, but we do have bulk Supreme Shine microfiber towels on hand that we use for the training garage. We have them shipped to us here in Irvine from our distribution center in Memphis so that we don't run out of fresh towels - you can imagine what with all the training classes we do (Saturdays, TNOGs, Media days, product testing, demos, etc) we go through a LOT of towels around here. So, tell you what - set these towels aside and please do not use them. But bring them with you to the next TNOG and we will exchange them straight up with fresh, unused, unwashed, still labeled towels. We'll use the towels you received from Walmart in our training garage.

Now, as for the linting you've shown with these new towels, that is not uncommon at all. When you take a pile of brand new microfiber towels there is bound to be some linting from the manufacturing and cutting process. And depending on where in the production run these particular towels were, they could have actually picked up a lot of the linting from the rest of the run (ie, if these were cut from the end of the roll of material, or close to the end of the roll). It is highly doubtful that there is truly anything "wrong" with these towels, but that's really beside the point. You were not initially happy with your purchase, and we want to change that.

But in future, and this is not just for Marvin, please understand how common it is for any manufacturer to ask for any alleged defective item to be sent back for exchange prior to replacement. If you intend to use the alleged defective product for its intended use, we fail to see the "defect" and don't really thing they should be replaced. Removing the tags and washing the towels is, to us, and indicator that you intend to use them. That's fine, if that's what you want to do. But if you want them replaced, and we are more than happy to do so with brand spanking new towels, please refrain from using them at all and bring them with you to the next TNOG. Heck, if you want to, you can even stop by before then and I'll exchange them for you personally. Just please don't show up unannounced.... I would hate to be in a meeting or out of the office when you arrive and have you waste the trip. Remember, replacement towels are not coming out of any sort of warehouse inventory that everyone here has access to. Please call at least the day prior so we can make arrangements.

Hi Mike,
Sorry for the late response. You did not sound harsh at all. To be honest, I forgot to bring the towels because my car was hit and I wasn't even thinking about it at the time. I understand what you are saying about me tearing off the tags. That was my bad. I think I will keep these for now so it is not so much of a hassle. After all, it is not your fault and I do not want it to sound like that. I could use these towels for all purpose reasons and not for the paint.

[Michael Stoops]

Re: Supreme Shine Towel Defects?

Hi Mike,
Sorry for the late response. You did not sound harsh at all. To be honest, I forgot to bring the towels because my car was hit and I wasn't even thinking about it at the time. I understand what you are saying about me tearing off the tags. That was my bad. I think I will keep these for now so it is not so much of a hassle. After all, it is not your fault and I do not want it to sound like that. I could use these towels for all purpose reasons and not for the paint.

I don't see any reason at all why you could not, or should not, use these towels on your paint. Honestly, I wouldn't hesitate for a moment to do so. My offer still stands..... if you want to replace them, or some of them, for brand spanking new towels I'm happy to do so. Keep 10 for interior and bring in 10 to trade, or 5/15, or whatever works for you. I'm happy to handle it for you.

[Michael Stoops]

Re: Supreme Shine Towel Defects?

^^ Wow, talk about going above & beyond!

I agree davey! I have never experienced this customer service in my life. It's almost like it was in the 1950s when u said I will take my business else where and they would actually beg u to let them fix it. Nowadays they say screw u, I don't need ur business. U think 1 person is putting me out of business.i hate so much what this country is becoming. Our own govornment puts the worlds rights and needs above its own citizens even its own veterans.

Sorry to go off on a tangent , bottom line MEGUIARS has the best customer service i have seen in a long time,!!!

Thanks guys, but we're just doing what we think is right. Simple as that, really.

[starvinmarvin]

Re: Supreme Shine Towel Defects?

I don't see any reason at all why you could not, or should not, use these towels on your paint. Honestly, I wouldn't hesitate for a moment to do so. My offer still stands..... if you want to replace them, or some of them, for brand spanking new towels I'm happy to do so. Keep 10 for interior and bring in 10 to trade, or 5/15, or whatever works for you. I'm happy to handle it for you.

Thanks Mike! I will try to make it to the next TNOG. I will take some towels so we can figure it out. I appreciate all the help and sorry if I sounded a little rude at the start. That was not my intention at all. I know you guys are awesome at Meguiar's or else I would not be going back to hang out with you all at the TNOG!

[BillE]

Re: Supreme Shine Towel Defects?

WOW!

There is customer service and then there IS Meguiar's!

Grrreat job to all...

Bill