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April 29, 2007

Comments

Dan

This is a copied and pasted version of the comment posted to my blog from Bugaboo, with my name and number edited as well as the attached emails which identify where I live. I'm sure you understand.

Hi Jane Smith (Pink Mohair). It's Dan at Bugaboo. I have been trying to reach you at the number you gave me (555) 555-5555. Unfortunately, you do not answer and your voice mail box is full. We had made arrangements for you to meet with a store in your community – we called the store – made sure they had the item in stock – discussed your situation with them – and not only were they waiting for you to come – but assured us they would provide you with excellent customer service even though the stroller was purchased from a different store. After a week of us continually checking – you never went to see them as you agreed. I want to make sure you are alright and still intend to visit them per our agreement. I am trying to reach you on your blog as the phone has not worked. As you seem like someone who wants to insure all correspondence is accurately documented – I hope you intend to correct your misquote of you being told to find a retailer – we sent you the contact of a premier retailer in your neighborhood within two hours of our conversation with all arrangements made for you. We wanted to establish if there was a problem with the adaptor or the seat. You agreed this was reasonable. I also did not ask you to dig through your credit card receipts - I said if you could not remember where you bought it - if you would just read the serial number to me, I could look up where it was purchased. As you recall - you also did not recall registering the stroller with us either. I am sure everyone understands that we don't just go sending Graco car seats to every person who feels like calling and saying send me a car seat. We have know way of knowing if they actually own a Bugaboo. When you have no receipt, can't remember where you bought it, didn't register it and can't provide the serial number, well - the smallest bit of verification is quite reasonable.

Pink Mohair

Dan, You never asked me for the serial number, which is easily attainable. When I spoke to you I was thirty hours without sleep. If you had said "We need to verify that you actually own a Bugaboo" I would worked out a way to prove this. I am so used to excellent customer service that it truly didn't occur to me that you might disbelieve me, even with all my previous correspondance with customer service. Thank goodness I didn't give you the serial number, since you published my personal information but luckily did not have my credit card number.

Furthermore, if you will carefully read the blog post to which you refer, you will see that as an addendum I added that you had subsequently contacted me and found a local retailer, so please read the entire post before misrepresenting what I wrote. I added it after your assistant emailed me about an hour after our phonecall (and after the post was written) but I also had to call around. As you know the retailer I found is now under investigation by you as possibly not truly being a Bugaboo retailer. You did put the onus on me to find a retailer and I spoke with a woman in her mid twenties and she stated that they order Bugaboo products but do not stock them. I did not think she would be helpful and I stated as much. I'm a busy woman. I paid a lot for a superior product, and customer service, not to have all this aggravation.

No matter how hard you try, I do not feel that I am in the wrong. I spent the money, the stroller didn't work, you ignored numerous attempts of my trying to fix it through normal channels, made me initially find a retailer, got angry when I couldn't snap to it and go to the store immediately and my answering machine was broken and DISCLOSED CONFIDENTIAL INFORMATION. At no time have you handled this situation in a manner that shows that you respect your customers, and by the way, reader Meghan had the same carseat experience (read comments at previous post) and Bugaboo ignored her as well. So, congratulations on your economics; You certainly saved $80 on that replacement carseat.

kiminottawa

I would like to congratulate you Pink for putting up with all this nonsense from these people. I am totally baffled by their attitude over this and their inability to assist you to get a proper product. I will gladly tell EVERYONE I KNOW who has and may have children to NEVER buy Bugaboo products. I am sorry you had to go through all of this. I'm sure you would have prefered to have spent this (wasted) time with your children rather than dealing with this.

kiminottawa

Sorry, I should have specified how absolutely HORRIBLE it was for them to post your personal information. Are they INSANE???!!! (Luckily bloggers have the ability to remove comments)

Maryam in Marrakesh

What kind of people are these at Bugaboo anyway?! Giving you the run around and then disclosing all your personal information is not only incredibly unprofessional, it is also mean-spirited and potentially dangerous. Bugaboo has lost my business forever and I will be spreading the word.

Sarah

Dear Bugaboo man,

I'm 26 years old and my husband and I are in the process of planning for our first pregnancy and the subsequent baby that will result from it. I had admired your product in magazines and trade catalogs, but knew nothing about the experience others had had with your company.

Based on this interaction and others that have been left in the comments, I will NEVER purchase a stroller or any other product from your company and I will do everything in my power to assure that no one else I know does either. And I can assure you, I work at a baby boutique, I know A LOT of pregnant people.

Customer Service is number one as far as I am concerned. And I feel the quality of that care should be directly proportional to the high cost of the product. Everything should warrant good customer service, but when purchasing a high end product, the customer service provided should be EXCELLENT. Bend over backwards to help you kind of service. I've got the hoops all ready, want to see me jump through them kind of service. Your company can't even seem to handle good.

You reap what you sow.

paola

That is absolutely OUTRAGEOUS. This man should be fired. The only way you can operate as a retailer is to start from the premise that the customer is telling the truth (as they almost always are).

In Europe you would be able to start legal proceedings against this man for revealing your personal information and you may want to write to them at their headquarters in the Netherlands where they ought to understand the gravity of what this guy has just done (in a way that he clearly does not). But hoorah for this blog - at least you can let other people know.

julia

Being the mother of a 10 month old baby I just have to say that I am SO glad that I have never bought a Bugaboo product and WILL NEVER buy a product from them after reading everything that you went through...and to post your personal information - that is intolerable and extremely unprofessional.

FAIRFAX

From my experience working in fundraising in the UK, you CAN NOT publish anyone's name without their written consent. We had to be very careful about verifying that all of our donors had consented. Rules there are stronger than in the US. SOOOO sorry for all of your troubles with these jerks! It's not your fault! It's theirs!!!

A.

That is appalling! I am unmarried with no children but if and when I do I certainly will NOT be buying a Bugaboo. I will tell every friend I have of this story and I assure you they will not be buying one either.

lsaspacy

Wow, I can hardly believe this company! I'm sure there must be something illegal about posting a customers information on the WORLD WIDE web! I think the suggestion above about contacting the headquarters is excellent, as he still represents them even if the laws are different here. I am so sorry for everything you have been put through by this company.

pia

I don't think that you're supposed to in America either

I would contact the Better Business Bureau, your state attorney general. bureau of consumer affairs etc

Though until last week I didn't know that anybody can use your URL to set up an email account--the law on that is murky

I would make a big deal of it, because it's important

michelle

Are they nuts?! That is beyond belief - completely immature, unprofessional, and yes, potentially dangerous. Have you filed a complaint with the Better Business Bureau? http://www.bbb.org/
Bugaboo has not had any complaints filed against them yet; they are also not a member of the BBB (funny how that is). If nothing else it's another way to make other (potential) customers aware of your experience.

Jeff

My girlfriend just told me about this and I thought I'd leave a comment too...is that guy an idiot??? How could he post your personal info??? I will pass along the info to my friends too about not purchasing Bugaboo products.

jenni hopkins

I am so sorry that you are having to deal with this from a fancy product like Bugaboo!!! I will climb up on the roof and shout "BUGABOO STINKS!!" three times a day for the rest of spring and then bump up to four times for the remainder of summer to save others from this nightmare. Anybody have a megaphone?

Leah

Good heavens - what a terrible saga of abysmal customer relations.

Kstyle

Yikes. This whole experience you have had has been very revealing about the meaning of customer service and standing behind your product. I don't think we can entirely protect ourselves from being, screwed! If you couldn't get satisfied given all that you went through none of us could have. So the only power that we have is to spread the word about a company that does NOT stand by it's guaranty, product or privacy statement. k

Gypsy Purple-Chamara

The poor man....he lost a lot of business for his company.....any marketer knows word-of-mouth is the best.....negative as well as positive

midcenturyjo

IT IS UNFORGIVABLE TO PUBLISH PERSONAL DETAILS ON THE WEB WITHOUT CONSENT! Bugaboo headquarters should be made aware of this man's bully techniques and reckless disregard for client/customer safety. As a company that bases it's business on safety what he has done is reprehensible.

KiWi

According to Wikipedia: A Bugaboo is something that causes fear or worry. How apt.
Is this company run by 12 yr olds?

julie at anothershadeofgrey

If only more people like him worked for our government...Oh wait, they do. ;)

ANOTHER LETTER FROM BUGABOO

NOTE: THIS IS AN EMAIL RECEIVED MONDAY MORNING FROM THE CEO AT BUGABOO. MY RESPONSES ARE IN CAPITAL LETTERS.

Dan from Bugaboo again - I am glad you received my posting last week.
I didn't realize there were issues with the name thing as our customer service rep's full name with commentary about her age was posted on this same site and I was just trying to confirm I had the right number.

SIR: TO COMPARE THE TWO MAKES YOU LOOK FOOLISH. I DID NOT DISCLOSE HER HOME NUMBER AND THE NAME AND WORK NUMBERS OF YOUR CUSTOMER SERVICE REPS ARE NOT CONFIDENTIAL. SINCE YOU SEEM TO DOUBT THAT I EVER EVEN HAD COMMUNICATION WITH BUGABOO, I WAS MERELY DEFENDING MYSELF AND DEMONSTRATING TO MY READERS THAT I TRULY DID PURSUE THIS IN A FAIR WAY. I DO NOT CRITICIZE A COMPANY SUCH AS BUGABOO IN A PUBLIC FORUM LIGHTLY. I WAS NOT MAKING COMMENTARY ABOUT HER AGE. IF YOU READ THE POST, YOU WILL SEE THAT I WAS COMMENTING ON THE WORKER AT THE BUGABOO RETAILER, WHICH APPARENTLY ISN'T A BUGABOO RETAILER THAT IS UNDER INVESTIGATION. I DOUBTED SOMEONE IN HER MID-TWENTIES WHO WORKS AT A STORE THAT DOESN'T EVEN STOCK BUGABOO PRODUCTS, WOULD BE VERY HELPFUL.

I noticed that you chose to remove the posting rather than just xxx out your number – unfortunate.

NOT AT ALL - I DID YOU ONE BETTER AND MOVED YOUR COMMENT TO THE TOP OF THIS POSTING WITHOUT EDITING IT, SAVE FOR MY NAME AND PHONE NUMBER SO YOU COULD HAVE YOUR SIDE HEARD. TRUTHFULLY, SIR, YOU REALLY LOST THAT PRIVILEGE THE MOMENT YOU DISCLOSED MY PERSONAL INFORMATION BUT I HAVE STILL POSTED IT.

In addition I would assume you would review and verify all information before it is posted on your site – many other blogs assure us they review all before posting for accuracy and to protect against ill intent. So I did not feel I was posting directly anyhow, and you would xxx out the name/number (as I did with the questionable retailer) and put up the balance to reflect we were making efforts on our part – albeit, not to your satisfaction. That’s why your name was followed by “Pink Mohair”.

AND WHY DID YOU NOT EMAIL ME DIRECTLY, SIR? IF YOU HAD BEEN TRYING TO CONTACT ME FOR TWO WEEKS, AN EMAIL WOULD BE EVEN SIMPLER THAN LEAVING A COMMENT. YOU CLEARLY KNEW WHAT YOU WERE DOING, OR ELSE YOU THOUGHT YOU WERE "OUTING" A FRAUD. THIS DEFENSE IS WEAK AND SPEAKS FOR ITSELF.

Tried to reach you again this morning but unfortunately this time I did not even get voice mail. You have our number and can ask for me directly. I have been trying to reach you for two weeks now. I do not want to disturb your evening hours but if it is ok for you – I can call from my home after our normal operating hours. Perhaps you can provide a convenient time.

THANK YOU FOR GIVING ME YOUR NUMBER AND THIS WOULD HAVE BEEN A PERFECT SOLUTION FIVE MONTHS AGO OR EVEN ONE WEEK AGO BUT FOR OBVIOUS REASONS I WILL DECLINE THIS OFFER. I WILL, HOWEVER, PASS ON YOUR NUMBER TO READER MEGHAN, WHO HAS THE SAME PROBLEM WITH HER CARSEAT AND HAS ALSO BEEN IGNORED BY BUGABOO. SHE, UNFORTUNATELY, DOESN'T HAVE A BLOG, SO SHE JUST HAD TO ROLL OVER AND ACCEPT IT.

Even though you have stated you have other intents and this is over – I prefer to still have the opportunity to see the problem and have it fixed. Our retailer is still awaiting a few moments of your time and had even assured - if you call in advance – she would put an additional person on staff during your visit to assure you get full attention. If this is not going to work in your schedule – I suggest just letting me know – I could probably make arrangements for someone to go to your home.

I WILL DECLINE THE OFFER OF A BUGABOO REPRESENTATIVE COMING TO MY HOUSE. I'M SURE YOU UNDERSTAND WHY I DON'T WISH TO GIVE YOU MY ADDRESS.

Rather than going on and on through the blog, it seems the answer is to just communicate about the actual problem directly. Since we spoke – we just have not been given the opportunity to do what we agreed to do.

THANK YOU ANYWAY, SIR. I PREFER NOT TO COMMUNICATE AT ALL, OR IF YOU DO HAVE ANYTHING ELSE TO SAY, DO SO THROUGH MY BLOG, SINCE I AM TIRED OF THE LAPSES IN ACCURACY OF OUR COMMUNICATION. I'M SURE MY READERS ARE AS TIRED AS I AM OF THIS WHOLE SITUATION.

Maile

I am so sorry you're having to deal with this nonsense, but thank you for sharing it with us! My husband and I are trying to conceive right now, and if/when the time to buy a car seat comes, we WILL keep this in mind.

julie at BV

This is just incredible to believe it is happening with such a well recognize company. Imagine what the smaller ones do. No Bugaboo for me either. Customer Service and privacy come first. I am really sorry went through all this

emma

How unbelieveably crass, reprehensible, and, above all, stupid. A company that sells wildly overpriced strollers should have a CEO that knows better than to burn one of its faithful customers, for a variety of reasons -- not least of which is the fact that doing something to threaten the safety of a new mother's family is mind-blowingly ill-advised. The only thing worse would be to threaten the safety of a new mother's family when she is a blogger. Boy, Dan, that was dumb. Your products are overhyped and underwhelming to begin with, but throw in the blatant disregard for basic privacy and safety issues and, well, I hope you've invested wisely, fella.

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