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I was debating posting this but the more and more I thought about this, I wanted to express my situation somewhere in hopes that it wont happen to someone else. First and foremost, my correspondence with customer service via email has been helpful and very professional, but I still cannot help but feel uneasy.
Background:
I had bought a G110v2 from Amazon back in the middle of November '10 because I wanted a more powerful machine than my current g100 for my small client base. The g110v2 worked flawless up until the middle of April of this year when the notorious cord failure happened, at which point I contacted Mr. Stoops to find out how to get this machine warrantied. He instructed me to contact Customer Support, which I did and I believe I talked with someone named Jason who said to consult the manual to get the address to return the unit. I could not locate my manual, so I decided to contact Customer Support via email to ensure I had a firm address. I sent the email around May 18 and I had received an email shortly after with the address to send the unit (my school work did not allow for me to have much free time in this period). I unfortunately did not have a chance to ship the machine until June 28.
This is where I started to worry. The machine arrived at the Customer Care Center according to UPS on July 6th. I unfortunately didn't ask to be contacted to let me know that the machine arrived, but I did receive a call two days later (July 8th) along with a reply to my email stating that a replacement was ordered and should arrive in a week or up to 7-10 days. I understand this is standard business procedure. July 15th came and the buffer did not arrive, so I figured it would be closer to the 7-10 day estimate. Come yesterday July 18th, I contacted customer service again to see if I could possibly get a tracking number to ensure someone would be around for when the machine was delivered, and to my dismay, I received an apology for the inconvenience, but unfortunately something didn't allow the replacement to be shipped, and that instead the g110 would be sent out the 18th or the 19th.
When I read that, I was pretty upset and had a very caustic email written, but I understand mistakes happen and didn't send the angry email. Instead I explained I understood it happens, but I asked if there was anything that could be done for the inconvenience such as receive samples or a banner even, to which I was offered a couple Soft Buff pads of my choice.
While I appreciate being offered these and did indeed accept the offer, I am not one to ask for something different than what was offered, and having bothered the CS rep enough about the situation, I didn't want to push any more. Again let me reiterate, through all this, the CS rep has been professional and courteous, and I know it was my fault for not returning the unit sooner, but had I not followed up, the 10 days for shipping would have passed, and I would have still been without my machine. I understand CS is trying to do the best they can, but I cant help but feel wronged. I am still waiting on a tracking number to make sure someone will be here when the package arrives. I have read on here people getting their units back within about 2 weeks from when they shipped theirs, and I have also read people getting new bottles of product in a matter of days when being dissappointed with a purchase, so having to be without my machine for a month (from when I shipped it out) seems out of the norm for Meguiars.
Please understand, I am not wanting anything else but to get my machine back swiftly and to hopefully help point out a flaw in the system so another customer won't have to wait nearly as long. I still will use Meguiar's Polishes, but if I have to buy another buffer, I am less likely to buy another Meguiar's machine.
Thanks
Joseph Gagliardi
Background:
I had bought a G110v2 from Amazon back in the middle of November '10 because I wanted a more powerful machine than my current g100 for my small client base. The g110v2 worked flawless up until the middle of April of this year when the notorious cord failure happened, at which point I contacted Mr. Stoops to find out how to get this machine warrantied. He instructed me to contact Customer Support, which I did and I believe I talked with someone named Jason who said to consult the manual to get the address to return the unit. I could not locate my manual, so I decided to contact Customer Support via email to ensure I had a firm address. I sent the email around May 18 and I had received an email shortly after with the address to send the unit (my school work did not allow for me to have much free time in this period). I unfortunately did not have a chance to ship the machine until June 28.
This is where I started to worry. The machine arrived at the Customer Care Center according to UPS on July 6th. I unfortunately didn't ask to be contacted to let me know that the machine arrived, but I did receive a call two days later (July 8th) along with a reply to my email stating that a replacement was ordered and should arrive in a week or up to 7-10 days. I understand this is standard business procedure. July 15th came and the buffer did not arrive, so I figured it would be closer to the 7-10 day estimate. Come yesterday July 18th, I contacted customer service again to see if I could possibly get a tracking number to ensure someone would be around for when the machine was delivered, and to my dismay, I received an apology for the inconvenience, but unfortunately something didn't allow the replacement to be shipped, and that instead the g110 would be sent out the 18th or the 19th.
When I read that, I was pretty upset and had a very caustic email written, but I understand mistakes happen and didn't send the angry email. Instead I explained I understood it happens, but I asked if there was anything that could be done for the inconvenience such as receive samples or a banner even, to which I was offered a couple Soft Buff pads of my choice.
While I appreciate being offered these and did indeed accept the offer, I am not one to ask for something different than what was offered, and having bothered the CS rep enough about the situation, I didn't want to push any more. Again let me reiterate, through all this, the CS rep has been professional and courteous, and I know it was my fault for not returning the unit sooner, but had I not followed up, the 10 days for shipping would have passed, and I would have still been without my machine. I understand CS is trying to do the best they can, but I cant help but feel wronged. I am still waiting on a tracking number to make sure someone will be here when the package arrives. I have read on here people getting their units back within about 2 weeks from when they shipped theirs, and I have also read people getting new bottles of product in a matter of days when being dissappointed with a purchase, so having to be without my machine for a month (from when I shipped it out) seems out of the norm for Meguiars.
Please understand, I am not wanting anything else but to get my machine back swiftly and to hopefully help point out a flaw in the system so another customer won't have to wait nearly as long. I still will use Meguiar's Polishes, but if I have to buy another buffer, I am less likely to buy another Meguiar's machine.
Thanks
Joseph Gagliardi
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