Customer Service Case Study in Action (this week SMS)

**Tyrone Shoelaces** · 09-10-2004, 03:10 PM

MD9 --

Interesting.....I too had a very similar experience with SMS. Back in March (I think) I ordered the Bad Ass pant in a certain color off the website. Website said it was available. A few days go by and I get an email (or it might have been a voice mail...can't remember now) from someone at SMS saying that the pant I ordered was out of stock and suggested a bunch of others instead.

I complained a little saying why the hell is it on your website if you don't really have it and ended up settling for I think the Rodeo Pant. Never really got an explanation or anything on the website story.....Seems like they've haven't fixed their issues with it either over the past 4-5 months.

On a positive note:
I'm really happy with the pants. Fit well. Stylin. Good quality so far. It's just the customer service/website thang that seems to need a little improvement. The actual product is good IMO. While I'm not as Bad Ass as I wanted to be, I can now throw Rodeo's with aplomb.

**meatdrink9** · 09-10-2004, 03:13 PM

Originally posted by truth
Please do not explain why you had that link to garner the phone # from. The combination of that link and the badass pants is more than I can bare.

So how was your call to the local gay men's pridetime chapter? ha ha ha

It's called google. I searched for something like "chicago gay phone" and that was one of the links. I then pasted the phone number into the thread. Then when you said you called I went back into my history and pasted the link. Quite genious really. So I guess "you lose biatch" as you put it so eloquently. Either you called the local gay dude chapter (in which I win) or you didn't and I called your bluff (in which I win again). Thanks for playing.

**optics** · 09-10-2004, 03:14 PM

Originally posted by Tyrone Shoelaces
While I'm not as Bad Ass as I wanted to be, I can now throw Rodeo's with aplomb.

That seals it.
I'm ordering the "In really good shape" pant.

Sitting on my ass all summer be damned!

**truth** · 09-10-2004, 03:15 PM

Nah, Eric's reaction to my request for Druged Monkey's Badass pants was priceless.

**meatdrink9** · 09-10-2004, 03:16 PM

Originally posted by Tyrone Shoelaces
MD9 --

Interesting.....I too had a very similar experience with SMS. Back in March (I think) I ordered the Bad Ass pant in a certain color off the website. Website said it was available. A few days go by and I get an email (or it might have been a voice mail...can't remember now) from someone at SMS saying that the pant I ordered was out of stock and suggested a bunch of others instead.

I complained a little saying why the hell is it on your website if you don't really have it and ended up settling for I think the Rodeo Pant. Never really got an explanation or anything on the website story.....Seems like they've haven't fixed their issues with it either over the past 4-5 months.

On a positive note:
I'm really happy with the pants. Fit well. Stylin. Good quality so far. It's just the customer service/website thang that seems to need a little improvement. The actual product is good IMO. While I'm not as Bad Ass as I wanted to be, I can now throw Rodeo's with aplomb.

Wow. I love their product too. I had a coat for 3 years and it was totally bomber as well as some bfa pants (back in the day they were all the same stuff). Sheesh.

Hopefully they'll come up with a good solution. And fix their damn website!!!

**meatdrink9** · 09-10-2004, 03:19 PM

Originally posted by truth
Nah, Eric's reaction to my request for Druged Monkey's Badass pants was priceless.

I'm sure now that he has your number in his cell phone and you mentioned an ass in the call that the two of you will become really "close" friends.

ha ha ha

**truth** · 09-10-2004, 03:21 PM

Originally posted by meatdrink9
I'm sure now that he has your number in his cell phone and you mentioned an ass in the call that the two of you will become really "close" friends.

ha ha ha

PRIVATE CALLER...always. But I did pass on the info for your P-mag column.

Have a good weekend bro, I'm off to Sin City for my B-day debauchery.

**schuss** · 09-10-2004, 03:24 PM

interesting prices on the clearance pants. Anyone know if they run a bit large? I don't think I could squeeze into 32" waist ski pants, but 33 or so would work.

**meatdrink9** · 09-10-2004, 03:25 PM

Originally posted by truth
PRIVATE CALLER...always. But I did pass on the info for your P-mag column.

Have a good weekend bro, I'm off to Sin City for my B-day debauchery.

have fun mang. pics and a TR are expected.

**phUnk** · 09-10-2004, 03:25 PM

SmartMogul? More like StupidMogul lol am i rite?

PS. Sessions bitches!

**meatdrink9** · 09-10-2004, 03:27 PM

Originally posted by schuss
interesting prices on the clearance pants. Anyone know if they run a bit large? I don't think I could squeeze into 32" waist ski pants, but 33 or so would work.

Did you miss the part about them not really having the stuff they say they have on the site? If you want to buy something I'd call them rather than order online.

Maybe I need to call them too? no emails in several hours.

**meatdrink9** · 09-10-2004, 03:36 PM

SMS officially kicks ass as of right now. They're sending me upgraded stuff for cheaper than the original price I paid online.

The lady on the phone was totally awesome. Nice as could be. Made everything work out.

Very cool.

I guess I should wait until it arrives to get too happy, but it's looking good right now.

**The AD** · 09-10-2004, 03:39 PM

Their descriptions are pretty funny. Here's the write-up for the Badass:

"The Badass Pant

Unisex, attitude-heavy freeride pant with street styling and new-school sensibility. Carpenter loops, jean pockets and metal eyelets create a casual look."

New-school sensibility, huh? Those must be bad ass!

**Tyrone Shoelaces** · 09-10-2004, 03:42 PM

Originally posted by meatdrink9

The lady on the phone was totally awesome. Nice as could be. Made everything work out.
.

English accent lady? She rocked for me too when everything eventually got sorted out.

**meatdrink9** · 09-10-2004, 03:46 PM

Originally posted by Tyrone Shoelaces
English accent lady? She rocked for me too when everything eventually got sorted out.

Yep, totally charming. Very nice and accomodating. I might call back just for the accent. Maybe I could talk her into reading me a "Winnie The Pooh" book?

**schuss** · 09-10-2004, 03:54 PM

Originally posted by meatdrink9
Did you miss the part about them not really having the stuff they say they have on the site? If you want to buy something I'd call them rather than order online.

Maybe I need to call them too? no emails in several hours.

you have to realize: I care little about color. If my very presence is a pox upon the eyes of other skiers, then I have succeeded. I already have the flourescent pumpkinman jacket, why not follow it up with some equally dayglo pants. Especially since my marker ski pants prereleased their seams.

**1080Rider** · 09-10-2004, 03:57 PM

HOOOOLY SHIT! You guys killed me w/ that one. Best read I've seen in months!!!!

Pretty cool, MD9 got his pants and Truth got a date out of the whole thing.

**meatdrink9** · 09-10-2004, 03:58 PM

Originally posted by schuss
you have to realize: I care little about color. If my very presence is a pox upon the eyes of other skiers, then I have succeeded. I already have the flourescent pumpkinman jacket, why not follow it up with some equally dayglo pants. Especially since my marker ski pants prereleased their seams.

Colors aren't the only problem sizes are as well, but whatever floats your boat. It sounds like they'll take care of you, but call them to find out what's really on-hand and save yourself some trouble.

**FreakofSnow** · 09-10-2004, 04:33 PM

Originally posted by meatdrink9
SMS officially kicks ass as of right now. They're sending me upgraded stuff for cheaper than the original price I paid online.

The lady on the phone was totally awesome. Nice as could be. Made everything work out.

Very cool.

I guess I should wait until it arrives to get too happy, but it's looking good right now.

So what did we learn here children?

We learned that posting on the ski-board all day long can get you ski pants at discounted rates, gay phone numbers and happy drugged monkeys

**seldon** · 09-10-2004, 04:36 PM

Originally posted by phUnk
SmartMogul? More like StupidMogul lol am i rite?

PS. Sessions bitches!

Or not- try to go to any of the actual product pages:

"Microsoft OLE DB Provider for ODBC Drivers error '80004005'

[Microsoft][ODBC SQL Server Driver][SQL Server]Cannot open user default database. Login failed.

/snow_04/outerwear.asp, line 15"

**hopped** · 09-10-2004, 04:47 PM

Originally posted by phUnk
SmartMogul? More like StupidMogul lol am i rite?

lol fyad lol

**meatdrink9** · 09-11-2004, 03:07 PM

Since this was a "Case Study in Customer Service" I feel obligated to post the latest email from SMS. Pretty cool how it worked out.
___________________________________

Dear XXXXX

I'm glad everything worked out in the end with your pant purchase.

I've packaged up a pair of Moss Medium Bad Ass pants from our 03/04 line, which are now discounted to $139 US and have also included a free pair of Ice Bad Ass pants, as per our phone conversation.

These will be shipped on Monday via UPS Standard, which takes 7-10 business days - we'll also email you the tracking # on Monday.

I hope you enjoy the pants and have a great season - we've just had the first snow falling on the peaks here in Whistler, so everyone is
getting excited about the coming winter!

Best wishes

XXXXX

**The AD** · 09-11-2004, 04:19 PM

Definitely worked out well. Kinda proves that although the internet can be very convenient, sometimes there's no substitute for talking to a real person.

Thread: Customer Service Case Study in Action (this week SMS)

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