Discontinued The Grasshopper
- Thread starter midgetsanchez
- Start date
Mr. Me2
Well-Known Member
I was serious, and I was thinking of more direct GHL access strictly for warranty type issues. I feel like holiday and early backers should get some kind of preferential treatment if there are issues with their gh's. I feel bad for @HillaryClinton, and think that's a perfect example of someone who should be able to get GHL access immediately.
And I make that wish/suggestion as a lowly preorder.
zymos
Well-Known Member
There's no reason to think that the people who report on FC and reddit are not a representative sample of the total of units shipped.
In real life, sure, we don't know, but how likely is it that out of all those other ones we haven't heard about, no duds went out?
I wonder how GHL feels about their unofficial spokesman telling us about the 1 in 5 failure rate? Seems like they might not want to advertise that, but cat's out of the bag...
HillaryClinton
Future ruler of earth
Maybe an email address just for people that have gotten them and are having issues? Only been waiting for a response for 2 and a half days but still....
I am all for improving access to GHL for warranty issues, but again, I see no reason whatsoever that they would (or should) provide special treatment for FC members.
Kalessin
Well-Known Member
That's terrible...and kind of odd, I think. Haven't they generally been replying to warranty requests really quickly?
OF
Well-Known Member
That's probably their best move right now, at least as I see it. Get really aggressive about solving field returns/complaints. Even if it's slow in getting answers, respond immediately and mean it. Issue RMA numbers, and honestly/promptly deal with inquires in terms of status, etc. Make that one guys only responsibility, at least until the storm passes. Customer service first, cover your liabilities publicly and quickly.
AND GET IT OFF LINE, SOMEWHERE. They want 'I just got taken care of' and 'I'm in the cue, they're taking care of my problem in turn' posts here. Waiting is bad, but part of the GH experience.....not knowing is much more serious. They need to sell units to make money to buy the (new) parts needed to make the units they're already committed to (including repair/replacements). Not a pyramid scheme, but like it? That means volume, something they can't easily get since the 'enthusiast market' has been milked big time. They need to get Got Vape (or someone like them) to distribute them wholesale to get that volume. Consider how you would look at selling them right now if you were say PIU or PV?
There's less profit per unit from such distributor based marketing, but it's probably the only way to the needed volume?
Tough spot, I think.
OF
lwien
Well-Known Member
In my opinion, that is a BIG mistake. What they essentially did then was to run away from a problem rather than address it.
The way I see it, they are missing out on a great opportunity here. There is an axiom in the retail arena that states that your "problem customer" can become your most loyal customer (and a customer who would spread goodwill by word of mouth) if you can address the issues that is causing the problems in the first place.
Communication is key here and for them to run and hide from this communication issue, in my opinion, is a huge error.
To me, it just shows that they lack either the confidence to address these ongoing issues, or they feel that it is just not important to do so. Either way, I don't think it bodes well.
zymos
Well-Known Member
What's really involved though? Answering emails, and if they aren't sure what to say, go ask Trevor?
It's not like they've even shipped enough of them that, even if they were ALL defective, someone couldn't at least reply to the emails in a day or two.
I can see follow through taking longer if there are a lot to deal with, but good CS would start with simply responding "no, that doesn't sound right, we'll replace it, details to follow"
Except, maybe they don't work weekends. I hope HC gets a response soon though...
EDIT, while I was typing, OF said much the same thing...
It's not like they've even shipped enough of them that, even if they were ALL defective, someone couldn't at least reply to the emails in a day or two.
I can see follow through taking longer if there are a lot to deal with, but good CS would start with simply responding "no, that doesn't sound right, we'll replace it, details to follow"
Except, maybe they don't work weekends. I hope HC gets a response soon though...
EDIT, while I was typing, OF said much the same thing...
HillaryClinton
Future ruler of earth
I'm hoping its just a weekend thing, couple posters here already know what was said in GH's initial email response to me, no one found it "good". I hope they clarify themselves, if not a storm is approaching.
Not that they seem to look at this board anyways...which is odd, because this is where many backers came from and a large percentage of the money they received I assume.
Mr. Me2
Well-Known Member
Or they could just be playing Whack-a-mole. But I agree with them missing an opportunity.
I've also been following the MiVape thread here. That new unit seems to be having new release issues, but at least from posting FCers, customer service has been great and quick in dealing with the faulty units. I've seen more than once that the company president is directly involved with the resolutions. I think we all agree communication is key, and the quicker the better (followed by kept promises, of course).
mitchgo61
I go where the thrills are
There is a lot of wisdom in this. (I don't mean "old guy" wisdom, just wisdom.
) This is exactly what happened to me with FF....I've probably had more issues than anyone (my FF failure rate is like 600%....bought two, owned 9, 7 of them failed over time....) And yet, given the way FF has treated me, and fixed my issues, (and how much I love the device when it's working), I'm probably their biggest fan.In many ways apples to oranges...FF took a whole different route to production (more of a "build the company and finish the product before taking any money" kinda thing...you know, traditional manufacturing model...
) But GH could learn a whole lot from them vis a vis service. Days going by without responding to bad units is inauspicious, to say the least.
OF
Well-Known Member
I'm pretty confident they do. It's a complex device, not easy to do.
Materials and Manufacturing Engineering (part of the larger 'Corporate Structure') are much more important at this point. The thing is basically designed, the goal is to make it buildable, reliable, and at a low enough cost. Those things have little to do with Electrical Engineering, really. I would not expect top notch EEs to be good at what's needed at this point. Different skills.
Then again, I'm not too big on them training the new hires at this point........ Too many hats. Time for priority assessment?
OF
Mr. Me2
Well-Known Member
And although conjecture, I'll throw GHL a little shade. My impression is that these are a couple young guys with a great idea and design, but apparently not a ton of business experience when responsible for ALL aspects. So every step and issue is part of their learning curve. And that takes time and may include some choices or decisions that aren't the best (especially in the short term).
But I feel like their intentions and heart are in the right place. Now don't let their $$$ run out....
But I feel like their intentions and heart are in the right place. Now don't let their $$$ run out....
sundaddy
Well-Known Member
This is the exact feeling I have right now.
syrupy
Authorized Buyer
Arg! Can you share what response you got so far, since there could be a wait to hear back?
Edit: Thanks for the PM. If that email is their new policy, there's going to be lots of discussion here on FC!
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lwien
Well-Known Member
Yup. Perfect example.
It's the classic way of looking at a problem as an opportunity.
The word of mouth advertising that comes from this is the most cost effective advertising that could ever be created.
blankexpression
Well-Known Member
Did Ratchett ever spill the beans?