What is going on here?

skypager · Dec 4, 2005

HotFlame said:
I am not at all annoyed by the fact that stoves are backordered - I completely understand that situation. I do believe dealers are doing the absolute best to get the stoves into customer's hands as soon as possible - after all, they probably can't sell too much by telling everyone there is a 10 week wait. In my situation, I am just annoyed at what the dealer did with the floor model I bought - but I am stll going to get the insert, as I am determined to try and do my part to lower my dependence on oil. As per this dealer - the communication is mostly the issue. For example, he could have explained his situation and asked me if he could keep my model longer in exchange for me getting a boxed one and priority on installation as soon as mine arrives - and I would have been happy to let him do that. The problem, though, is that he has behaved as a jerk, only because he knows he can get away with it. That is enough for him to not deserve any recommendation from me, in my opinion.

I can surely understand that and would be peeved if a company did something simular to me.

My competition down the street is quickly earning a very simular reputation. He's been in buissness for many years and we're the new guys in the area. He's never had to worry about customer service because if you wanted a stove you had to go thru him. He and his staff treat people so rudely and won't give anyone that doesn't have a check book stick out of their pocket the time of day that I hear our new customers comment on it daily. He's not hurting yet, but will be unless his customer service changes, because there is now a choice in town. But heck, the joke around here is that his attitude makes him our best sales person.

jayfire30 · Dec 5, 2005

Hey Shane and Frank... seems like you guys are in the same boat as me. Not to wish any of my experiences on anyone, but now i know its not just me, that there are other people going through this. Also, I have said basically the same thing to customers about having a pro come out, or just a half-a** worker. The consumer does not understand that no matter if its installing , selling, or servicing there arent too many pro's out there. We just cant hire some kid that just graduated high school with no experience in the field, it would be wasted money at this point of the year, and just cause more headaches. But as Craig has said, its just the nature of the buisness and the holidays, people think the world ends on dec 25th, when in reality its just another day for us in the hearth industry.
Jay

wg_bent · Dec 5, 2005

Jonas said:
Warren said:

Hi Jay,

I just purchased an Osburn fireplace insert from a company who deals with these stoves on the intenet. . . . the local Lopi dealer has been nothing but helpful and wonderful. If Lopi's were a bit cheaper and (plus they are an Osburn dealer but charge too much) had the stove I wanted sooner, I'd gladly have bought from them.

Click to expand...

Warren,

I understand that that the internet dealer you purchased from had a lower price, they always do- they have a much lower overhead than your local hearth shop and are able to pass that along in lower prices, but you are helping make it difficult for people like Jay.

You say the Lopi guy was very helpful and that he also carries Osburn. Did you spend time in his shop, looking at the Osburn, asking qestions, getting educated and then making your purchase from the lower priced internet dealer?

I'm not trying to be argumentitve, but consumers can not always look at prices. Sandy mentioned that she shops at a local Ace in favor over Home Depot, I do as well. I know the Depot will be cheaper, but I also know I will get better service at Ace (plus I want to support the local guy and put money into the community).

I can't speak for Jay, but I know this caused me alot of frustration when I ran a hearth shop (one that excelled in customer service)- people shopping us for our experiance and then looking elsewhere for a lower price.

Well, the internet dealer is a local dealer, just local to me. They have a shop and sell directly to customers. I spent more time talking to them on the phone than the Lopi dealer, and their help and discussions were important to my decision process. The decision to get the Osburn over the Lopi came down to availability first, then price, and some features. It was a hard decision. Looking at a stove with no experience with current generation stoves is no better than looking on the web.
Some web sites are better than others, but that's no indication of anything in my experience...and my experience runs very deep on that.

I'm sure either stove will heat my home, and I'm happy with the stove overall so far.

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What is going on here?

skypager

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