Reptile Basics "Customer Service"

[Andy27012]

I’ve used Ve, helix and spider robotics. I prefer helix as I think of them as a workhorse. I think reptile basics has gone above and beyond in this situation. Most companies would have hung up as soon as they figured out it was bought second hand. That being said if you had done ANY research you would have found the instructions online. https://www.vivariumelectronics.com/...structions.doc

[phenyx]

Originally Posted by Andy27012

I’ve used Ve, helix and spider robotics. I prefer helix as I think of them as a workhorse. I think reptile basics has gone above and beyond in this situation. Most companies would have hung up as soon as they figured out it was bought second hand. That being said if you had done ANY research you would have found the instructions online. https://www.vivariumelectronics.com/...structions.doc

1. I didn't search online for the standard instructions because they were included with my device.

2. I read those instructions several times.

3. I scrolled through the menu on my particular device several times and, no matter how many times I did that, I still could not find the relative menu option on my particular device.

4. If any of the above had been sufficient, I would not have had to contact customer service to ask them where the activation screen was.

5. I contacted customer service for additional instructions because I assumed that I was missing something, and last time I checked, that's what customer service is supposed to be there for. Clearly I was mistaken. I don't know what their customer service is there for, but it is clearly not to provide assistance.

6. When I initially contacted customer service, I had no expectation that they would repair a second-hand device. All I wanted were additional instructions. When I did end up sending it to them at their suggestion, I requested an estimate of any necessary repair costs that I would have been happy to pay.

[craigafrechette]

Originally Posted by Andy27012

I think reptile basics has gone above and beyond in this situation. Most companies would have hung up as soon as they figured out it was bought second hand.

I have to disagree. Good business would be to stand by your product. Even bought second hand, I think they did the right thing. Reputation goes a long way, and helping people with their products is a huge part of reputation.

I do agree that they went above and beyond by having phenyx send them the product to be repaired. That I wouldn't expect. But to speak to a "customer" about how to properly use their product should be expected, even second hand. And troubleshooting should be a service they offer to anybody using their product.

[Andy_G]

Originally Posted by Andy27012

Most companies would have hung up as soon as they figured out it was bought second hand. [/URL]

That's like saying someone purchased a used car privately and the dealership refused to deal with them because it wasn't bought direct. Not only is it unethical, but it would ruin any chances of a direct purchase in the future. Kind of a shame that anyone would have this mindset, but it's unfortunately true for some businesses.

[Andy27012]

Originally Posted by Andy_G

That's like saying someone purchased a used car privately and the dealership refused to deal with them because it wasn't bought direct. Not only is it unethical, but it would ruin any chances of a direct purchase in the future. Kind of a shame that anyone would have this mindset, but it's unfortunately true for some businesses.

If the car was out of warranty most dealerships would tell you sorry, or offer to look at it for a fee. Time cost money. You can’t realistically expect these companies to warranty every product they ever made forever. Snap on tools is one of the few I know who do that and even they don’t warranty second hand. It’s not sorry customer service, it’s realistic expectations and smart business.

[Andy_G]

Originally Posted by Andy27012

If the car was out of warranty most dealerships would tell you sorry, or offer to look at it for a fee. Time cost money. You can’t realistically expect these companies to warranty every product they ever made forever. Snap on tools is one of the few I know who do that and even they don’t warranty second hand. It’s not sorry customer service, it’s realistic expectations and smart business.

...did I miss where the OP mentioned anything about warranty or a free repair, or did I use it in my example? From what I see, something for free besides instruction wasn't expected or offered, so what you're saying applies to nothing in this situation and my position on this is unchanged. If I did in fact miss something, that is my error and I would then agree with you.