Well its Jason Munson here and my face is a bit red from embarrassment over this situation. Let me take accountability for a few things. Number one it looks like the wrong part was sent out. Regardless of why, it’s my responsibility to make sure my customers get the right stuff.
Number two it looks like this didn’t get handled as quickly as it needed to for your satisfaction. Yes, we emailed you the form to send it back and yes you had a printer problem. Then we tried faxing it to you and we kept getting an error message saying your fax machine wouldn’t accept our fax. We could have just mailed it to you but Loraine went ahead and just arrange for you to send it back and we would deal with it on our end.
The form is very helpful for me to fix this stuff asap which is why I try to have you send it. It’s not meant to complicate anything. The intention is to get this fixed as quickly as possible. I’m sorry it turned out to be so frustrating.
I have setup this business so that I can service as many customers as possible. My assistant Loraine is a 31 year old single mom who works from her home. I have another company that supplies and ships all of my parts for me. I focus on answering the phone calls and technical support questions. The advertised phone number (530)-409-5051 is my personal cell phone number and yes I do answer it all the time even when it’s not convenient for me. In this instance a call took place as I was pulling into the parking lot at the gym. It would be really easy to just not take calls like that and let them go to voicemail. It would be even easier to have someone else answer the phone. How many stove shop owners give you their cell phone numbers? How many CEO’s of small businesses like mine advertise their cell numbers so the customers can talk to them directly rather than an employee?
The truth is I really do care about all of you out there and I want things to go right for you. I heat my house with a pellet stove too and I realize that a mistake on my end means your family could be going cold. I really try to think of how I would want to be treated if I were in your position and do my best to make sure you get the best possible service from me.
I wish I could say I have the process perfected but I don’t. When stuff like this happens the best I can do is to take care of it as quickly as possible and in the best way possible. I have team members to help me out as there is way too much for me to do and these people can make mistakes too which has made the problem worse in this instance.
David, this is my public apology to you for the trouble you have experienced. Forgive me for neglecting this situation to the extent that it has gone. I’m more than happy to refund your money or send you the correct part for free. If you would please respond on this forum or send me an email or call me with what you would like I’ll be more than happy to do it.
Best Wishes,
Jason Munson
Number two it looks like this didn’t get handled as quickly as it needed to for your satisfaction. Yes, we emailed you the form to send it back and yes you had a printer problem. Then we tried faxing it to you and we kept getting an error message saying your fax machine wouldn’t accept our fax. We could have just mailed it to you but Loraine went ahead and just arrange for you to send it back and we would deal with it on our end.
The form is very helpful for me to fix this stuff asap which is why I try to have you send it. It’s not meant to complicate anything. The intention is to get this fixed as quickly as possible. I’m sorry it turned out to be so frustrating.
I have setup this business so that I can service as many customers as possible. My assistant Loraine is a 31 year old single mom who works from her home. I have another company that supplies and ships all of my parts for me. I focus on answering the phone calls and technical support questions. The advertised phone number (530)-409-5051 is my personal cell phone number and yes I do answer it all the time even when it’s not convenient for me. In this instance a call took place as I was pulling into the parking lot at the gym. It would be really easy to just not take calls like that and let them go to voicemail. It would be even easier to have someone else answer the phone. How many stove shop owners give you their cell phone numbers? How many CEO’s of small businesses like mine advertise their cell numbers so the customers can talk to them directly rather than an employee?
The truth is I really do care about all of you out there and I want things to go right for you. I heat my house with a pellet stove too and I realize that a mistake on my end means your family could be going cold. I really try to think of how I would want to be treated if I were in your position and do my best to make sure you get the best possible service from me.
I wish I could say I have the process perfected but I don’t. When stuff like this happens the best I can do is to take care of it as quickly as possible and in the best way possible. I have team members to help me out as there is way too much for me to do and these people can make mistakes too which has made the problem worse in this instance.
David, this is my public apology to you for the trouble you have experienced. Forgive me for neglecting this situation to the extent that it has gone. I’m more than happy to refund your money or send you the correct part for free. If you would please respond on this forum or send me an email or call me with what you would like I’ll be more than happy to do it.
Best Wishes,
Jason Munson
