CharlieO.
Guru
- Joined
- Sep 21, 2020
- Messages
- 1,799
- Location
- Lake Champlain Vermont, USA
- Vessel Name
- Luna C.
- Vessel Make
- 1977 Marine Trader 34DC
This is the most important part of this discussion and I'll be even more blunt.
As a result of this thread Victron has reached out to me with an offer of support dealing with my issues. I am happy that this user has gotten results. I am happy that I may get to the bottom of my issue.
I like their products. I have thousands of dollars of their products on my boat. However the take away shouldn't be Victron is good to go now. The take away should really be that this support model is a total failure. Having to rely on someones personal contact to drive enough churn to get a reaction helps no one and leaves countless people floundering.
It's not just those of us here and it's not just this thread. I've had this discussion several times before and its come up on the Nordhavn Owners Group. There has to be a way to escalate issues to a corporate entity especially when the vendors choose to leave users floundering in the community forum.
I have found that the front line phone answerers are usually there for diversion and blocking. I had a particular instance where I called customer service and was told absolutely no way are we going to help out, 2nd contact different person same outcome.
Found out who the company president was as well as the regional president. Fired off an email to both at the same time, the next day I got an email and phone call from corporate customer relations, they took care of all the issues and refunded me money that I had to put out because of the issues. Complete opposite of the first two initial contacts.