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Why don't we have patches?

ca Offline Grant Lamontagne

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Why don't we have patches?
on: April 28, 2017, 08:18:38 PM
With the Tenth Anniversary running out and our Eleventh coming up in a couple of months you might be asking where are the Tenth Anniversary Patches?  I mean, we did poker chips, hats, shirts, stickers.... patches only make sense, right?

Well, it's not my fault, and here's why- and coincidentally, why you should think twice about getting work done by TotalCustomPatches.com.

I started researching patch manufacturers late last summer and got multiple quotes from a variety of places.  I ended up selecting TCP because their website person, named Ben seemed interested in our business, answered a bunch of my questions and made suggestions to improve the quality of the patch, all of which I appreciated.  They weren't the cheapest by far, but I don't mind paying extra for quality, and it seemed like they were interested in doing it right.

It got put on the back burner for a while, largely due to that real life stuff, but I kept in touch with them, and finally placed (and paid for) the order on March 1st.  They had, I was told a 12-15 day turnaround time, and I'd planned to release them to coincide with the opening of the MTO Store.

Because of the way their billing was set up, I got screwed out of an extra $25, which they offered to refund, but I didn't bother taking it.  After all, this is the first time I had dealt with this company and i didn't want to seem like one of “those” customers.  After all, we are probably going to want more patches in the future, right?

So I let it go.... and waited for the patches to come in.  And waited.  And waited some more.  Eventually we decided to go ahead with the soft opening of the store, and maybe do a Grand Opening with the patches when they come in.

They still didn't come in, and I couldn't keep holding off on the store, so we did the Grand Opening of that, and I started emailing Ben to see what the hold up was.

“Oh the first sample came in and we weren't happy with it so we are having them redone.”

Ok, probably should have told me, but hey, they are making sure they are done right, so I'm okay with that.  I'm told they will be done and I'll get photos by the end of the week and they will be shipped off.  So I wait some more.

Another week goes by and I send Ben another email asking for a status update, and I am starting to get the feeling that I am bothering him by asking so many questions.  He responds with “Oh, we are having trouble getting the Velcro stuck on so we are having them stitched on because we want nothing but the best for our customers.”

Ok, well, again, maybe it would have been a good idea to keep me in the loop on that, but still, can't fault them for quality- after all, it is both their name and mine that will go with these, right?

Each time I am promised that they will be in the mail by the end of the week and I should have them by the beginning or middle of the next, and each time I fall for it hook line and sinker.

Then they stop responding to my emails, and at the 45 Day Mark (Good Friday) I lodge a dispute with Paypal to get my money back.  No one at the company is responding to me, and I have no photos of the product, no tracking information, no confirmation of any sort that the patches even exist, let alone have been sent.

Paypal decided that they will give the seller the opportunity to respond, yadda yadda, nothing happens, I escalate the dispute to a claim a week later, Paypal decides to give them more time to respond, and I get sick of waiting.... so I hit their FB page and send them a private message.  This is the conversation that follows.



















































So basically, their response is that we cannot and will not get the product I ordered until/unless I send them MORE money so they can do the 11th Anniversary patches as well, even though we have yet to get the Tenth Anniversary patches, which do apparently exist, but are wrong.  And every day they waste on this is even less value for the Tenth Anniversary patches have.

So, there's no refund in my account yet, there's no confirmation that they have shipped anything, there's nothing to indicate that the proper patches are in production, and we don't have any Tenth Anniversary patches.

Is that not the most idiotic way to treat a customer with a legitimate complaint?

I have to admire the balls they have trying to parlay this monumental cock up into an additional sale, as I would have handled it much differently.  I would have sent the wrong patches free of charge, I would have refunded the money, I may even have done the right patches and sent them too, and maybe refunded half the money... and the client would get twice as many patches for half as much.  I would have then canned the sales person, and maybe beat the crap out of him in the parking lot a little, and deducted any/all outstanding costs from this clustersmurf from his last paycheck.

But, admiration aside, they are holding my money hostage and trying to force me into giving them more, when I still have yet to even see the original product, and quite honestly, Dear ol' Def doesn't play like that.

Joke is on them though- Paypal is already refunding my money, and I am making this nice public post so that folks know what kind of deal they are getting into when they deal with TotalCustomPatches.com.  Anyone can mess up- it happens, and I am willing to accept that and move on, but there really hasn't been any half ways decent effort made to fix the problem, and in fact, they seem to have consciously gone out of their way to make things worse.

And that boys and girls is why we don't have any Tenth Anniversary patches.  Feel free to visit their FB page and thank them.
https://www.facebook.com/TotalCustomPatches/

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


ca Offline JP

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Re: Why don't we have patches?
Reply #1 on: April 28, 2017, 08:27:46 PM
That is too bad. You were overly fair and without tracking numbers it is clear nothing shipped. 💩

Sent from my XT1563 using Tapatalk



us Offline MadPlumbarian

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Re: Why don't we have patches?
Reply #2 on: April 28, 2017, 08:37:21 PM
Wow, I'm speechless,
JR
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As I sit on my Crapper Throne in the Reading Room and explode on the Commode, thinking, how my flush beat John’s and Jerry’s pair? Jack’s had to run for the Water Closet yet ended up tripping on a Can bowing and hitting his Head on the Porcelain God! 🚽


cy Offline dks

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Re: Why don't we have patches?
Reply #3 on: April 28, 2017, 08:40:18 PM
Next time order from China :)  :)
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Al : "Women!"

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us Offline Obi1shinobee

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Re: Why don't we have patches?
Reply #4 on: April 28, 2017, 08:45:41 PM
 :ahhh :ahhh :ahhh


us Offline SteveC

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Re: Why don't we have patches?
Reply #5 on: April 28, 2017, 09:42:28 PM
What a royal smurf show  :twak:

What country is this company based in ?


us Offline Poncho65

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Re: Why don't we have patches?
Reply #6 on: April 28, 2017, 09:58:12 PM
Totally not a good company to do business with :facepalm: :rant:


ca Offline Grant Lamontagne

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Re: Why don't we have patches?
Reply #7 on: April 28, 2017, 10:08:48 PM
What a royal smurf show  :twak:

What country is this company based in ?

I believe the US, but they seem to do a halfways decent job of hiding their location, probably so no one actually shows up on their doorstep to discuss their customer service with them in person.

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


ca Offline Grant Lamontagne

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Re: Why don't we have patches?
Reply #8 on: April 28, 2017, 10:10:17 PM
Oh yes, and I did a FB review of them and sent them a link to this thread too.

I would encourage them, if they are reading this, to join up and have their say.  I would love to see exactly how this could be spun in such a way that they seem legitimate and sensible.

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


ca Offline Grant Lamontagne

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Re: Why don't we have patches?
Reply #9 on: April 28, 2017, 10:15:21 PM
Oh yeah, and conveniently just after I posted this link on our FB page the DHL truck pulled up and delivered to the house across the road.  I guess maybe it's just my side of the street they don't like?  :P

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


cy Offline dks

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Re: Why don't we have patches?
Reply #10 on: April 28, 2017, 10:16:39 PM
maybe your dogs ate the parcels 
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Al : "Women!"

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ca Offline JP

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Re: Why don't we have patches?
Reply #11 on: April 28, 2017, 10:28:14 PM
Maybe Doug and the Slugs stole them....or that Tomcat Prowl? Making it Work?


« Last Edit: April 28, 2017, 10:29:53 PM by JP »


00 Offline Mechanickal

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Re: Why don't we have patches?
Reply #12 on: April 28, 2017, 10:43:52 PM
You did your very best Grant, thank you :salute:


ie Offline Don Pablo

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Re: Why don't we have patches?
Reply #13 on: April 28, 2017, 10:57:50 PM
You did your very best Grant, thank you :salute:
I second this.  :salute:
Hooked, like everyone else. ;)

All hail the hook!


ca Offline Grant Lamontagne

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Re: Why don't we have patches?
Reply #14 on: April 28, 2017, 11:00:00 PM
We'll get patches soon enough, just probably not 10th Anniversary ones.

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


00 Offline Mechanickal

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Re: Why don't we have patches?
Reply #15 on: April 28, 2017, 11:06:42 PM
We'll get patches soon enough, just probably not 10th Anniversary ones.

Def
Take your time, I'm not going anywhere...


00 Offline Mechanickal

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Re: Why don't we have patches?
Reply #16 on: April 28, 2017, 11:16:03 PM
Btw, on their FB page you can give them a 1 star rating.
You don't even have to type a review to do so.

Let's see them remove those from their page...


ca Offline Grant Lamontagne

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Re: Why don't we have patches?
Reply #17 on: April 28, 2017, 11:40:13 PM
I gave them a one star rating and posted a review.

If anyone else feels like taking a shot, be my guest.

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


us Offline MadPlumbarian

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Re: Why don't we have patches?
Reply #18 on: April 28, 2017, 11:52:31 PM
How if won't let me, just let's me see..
JR
"The-Mad-Plumbarian" The Punisher Of Pipes!!! JR
As I sit on my Crapper Throne in the Reading Room and explode on the Commode, thinking, how my flush beat John’s and Jerry’s pair? Jack’s had to run for the Water Closet yet ended up tripping on a Can bowing and hitting his Head on the Porcelain God! 🚽


us Offline Aloha

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Re: Why don't we have patches?
Reply #19 on: April 28, 2017, 11:54:16 PM
 :twak:
If I had Facebook I'd certainly spam them repeatedly and relentlessly.  Shame on them and the load of poo they tried to dish. 
Esse Quam Videri


gb Offline Billy Ruffian

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Re: Why don't we have patches?
Reply #20 on: April 29, 2017, 12:00:51 AM
You did your very best Grant, thank you :salute:
I second this.  :salute:

Absolutely. This whole sorry episode just illustrates one very small incidence of the huge amount of dedicated work that the Boss puts in purely for our benefit. It's all of our corners that he's scrapping for in there with those absolute dweebs. Very much appreciated  :salute:

And having read that, I will never send any business their way. And I will dissuade anyone else from doing so too.

 


be Offline Top-Gear-24

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Re: Why don't we have patches?
Reply #21 on: April 29, 2017, 12:28:29 AM
We'll get patches soon enough, just probably not 10th Anniversary ones.

Def

Thanks to my OCD I prefer even numbers over uneven numbers, so I'm still interested in 10th Anniversary patches, even when we're celebrating MTO's 15th Anniversary in a couple of years ...  :facepalm:

Time to visit their facebook page  :rant:.

Thanks for trying so hard to get these patches for us Grant, you showed a lot of patience and stayed very polite  :hatsoff:.


us Offline MusicMen

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Re: Why don't we have patches?
Reply #22 on: April 29, 2017, 01:43:30 AM
Thanks for trying Def.
Really appreciate it.   :hatsoff:
BUCK: X-Tract, 360
GERBER: Clutch, Shortcut, Dime*, DimE*, Octane & Crucial FAST
MP600 NN, CentreDrive, Grappler
Diesel*, Nickle*, Bullrush, MP600 BN, Flik & MP600DET* all in BO
LEATHERMAN: Skeletool, Style PS, CS, ES* & Style*, Juice S2(X2), SC2, C2, Pro, XE6
Crunch, MTO Style CS, Sideclip, BO Kick*
SOG: PowerAccess, Blacktip*, HD PPP
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ca Offline Grant Lamontagne

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Re: Why don't we have patches?
Reply #23 on: April 29, 2017, 01:57:07 AM
We'll get patches soon enough, just probably not 10th Anniversary ones.

Def

Thanks to my OCD I prefer even numbers over uneven numbers, so I'm still interested in 10th Anniversary patches, even when we're celebrating MTO's 15th Anniversary in a couple of years ...  :facepalm:

Time to visit their facebook page  :rant:.

Thanks for trying so hard to get these patches for us Grant, you showed a lot of patience and stayed very polite  :hatsoff:.

I think we are more likely to just do MTO patches, maybe MTO 2017 or something. 

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


us Offline WoodsDuck

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Re: Why don't we have patches?
Reply #24 on: April 29, 2017, 01:46:04 PM
What a frustrating bunch of smurfwits.

I don't even know what else can be said. Grant's post speaks for itself  :facepalm:


us Offline WoodsDuck

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Re: Why don't we have patches?
Reply #25 on: April 29, 2017, 02:12:47 PM
In case you ever wondered how crap services and products often get such high ratings...




ca Offline Grant Lamontagne

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Re: Why don't we have patches?
Reply #26 on: April 29, 2017, 04:16:38 PM
Maybe they have managed to do something right in the past.

Mistakes happen.  It's not a big deal and I'd like to think that I am very forgiving, but these guys went above and beyond to screw this up.  Or is that around and behind in this case?

 :facepalm:

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


us Offline WoodsDuck

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Re: Why don't we have patches?
Reply #27 on: April 29, 2017, 06:00:21 PM
Maybe they have managed to do something right in the past.

Mistakes happen.  It's not a big deal and I'd like to think that I am very forgiving, but these guys went above and beyond to screw this up.  Or is that around and behind in this case?

 :facepalm:

Def

My point was mainly that the guy left a 5-star review before buying.


ca Offline Grant Lamontagne

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Re: Why don't we have patches?
Reply #28 on: April 29, 2017, 09:38:20 PM
I hadn't picked up on that.   :facepalm:

There are services that you can hire that write reviews for your site/service etc.  I'm guessing that's what that is.

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


cy Offline dks

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Re: Why don't we have patches?
Reply #29 on: April 29, 2017, 09:47:58 PM
The opposite is also true - I get pissed off when people give low rating to a product on Amazon based on the shipping time or the fact that it did not arrive/arrived broken, the fact that it takes C batteries, being smaller than they expected or other things that are a result of not reading the description or the packaging/shipping...

Of course, you also have the idiots that give 5 stars to product right after they get it, without actually using it...

I generally review my Amazon purchases, after using them for a while, and, edit them if something changes.
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Al : "Women!"

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