First let me address Mr [redacted] 's concern that I did not respond to the email he sent us on August In these days of Social Media, [redacted] , ***, etc, complaints have become a thorny issueOur experience had shown that attempts to deal with some customer complaints often times blow up into " Flame " wars that escalate beyond and reasonable discussionPerhaps I miscalculated this case, hard to sayThe email Mr [redacted] sent enumerated a long list of grievances starting with the money he had to spend to get our location by taking an expensive water taxi, How is that my responsibility? He goes on to talk about how the trip disappointed his year old sonWe explicitly do not recommend these deep sea fishing trips to preteen children, they are just to young and to small for this type of fishingThis is part of the reason we do not have child rates in our pricingMy sense was that trying to explain that to Mr [redacted] would potentially anger him further so I chose to let it bePerhaps that was an error in judgement on my partAs to the concerns of the trip itself, this deep sea fishingThere are many variables beyond our control(or the control of any operator) such as the presence of fish, the weather and sea conditions, which affect the drift and placement of the boatWe do our best to meet the demands of these conditions and some days are better than othersThat's FishingWe feel we do a pretty good jobWe sell out almost all of these trips and see many return customersAs far as a remedy to Mr [redacted] 's concerns I regret that he joined us on what was clearly not a great day of fishing but don't see how that justifies any refundI will however defer to the good judgement of the BBWhat would you have me do ?
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[There is nothing in the company's response to accept or reject First off on his reason for not answering me because of social media is a joke and a poor excuse I didn't bash his company or ***, *** *** or anywhere I took the time to find out how to contact the company directly and send them a detailed concern He choice to ignore it was his alone and should not be blamed on social media and flame wars I was trying to work directly with them and have a reasonable discussion They chose not to. The next issue I have with their response I was providing detail on the entire day The water taxi not relevant and maybe I shouldn't have included it I was trying to provide a big picture for clarification Again, I can understand now that their customer service has a very narrow focus I would like to know where on his website that it "explicitly" says you do not recommend this for preteen children I attached a screen shot of their website and even highlighted the one section that says great fun for the entire family but nothing about age limit recommendations And I can tell you, when their employee collected my payment for this "fishing" trip, they didn't say don't bring him, even when I said I was bring my year old son and asked for a child rate Plus, I will decide what I think is best for my children Again, your assumption of angering me on telling me that is an excuse Did you not think totally ignoring my complaint would have the same results? It also seems that you did not ready my complaint I explained I understand the concept of fishing and it is hit or miss However, not once did you address my concerns about the equipment and process involved How can you go ground fishing when your line isn't long enough to reach the ocean floor This has nothing to do with drift, weather and sea conditions This has to do with reading a depth finder or adding line to your equipment Ground fished requires being able to get close to the ocean floor feet from the ocean floor is not close I have been on a few of these trips with other companies as well as plus customers and there have always been a bite I found it odd not one person on this boat had even a nibbleAgain, I would point to the feet of line on the rods and the foot depth we fished in Something you completely chose to not address but rather blame your not responding on everything else. I was very open to any time of remediation you may have offered or even an initialresponse saying no However, you lack of acknowledgement to anything shows my that customer service is not something you take pride in You blame things like social media At this point, I believe a full refund is in order because from what I have stated it does not seem to be a bad fishing day, but a bad customer service experience from the trip to now.]
Regards,
*** ***
First let me address Mr. [redacted]'s concern that I did not respond to the email he sent us on August 15. In these days of Social Media, [redacted], [redacted], etc, complaints have become a thorny issue. Our experience had shown that attempts to deal with some customer complaints often times blow up into...
" Flame " wars that escalate beyond and reasonable discussion. Perhaps I miscalculated this case, hard to say. The email Mr. [redacted] sent enumerated a long list of grievances starting with the money he had to spend to get our location by taking an expensive water taxi, How is that my responsibility? He goes on to talk about how the trip disappointed his 8 year old son. We explicitly do not recommend these deep sea fishing trips to preteen children, they are just to young and to small for this type of fishing. This is part of the reason we do not have child rates in our pricing. My sense was that trying to explain that to Mr. [redacted] would potentially anger him further so I chose to let it be. Perhaps that was an error in judgement on my part. As to the concerns of the trip itself, this deep sea fishing. There are many variables beyond our control(or the control of any operator) such as the presence of fish, the weather and sea conditions, which affect the drift and placement of the boat. We do our best to meet the demands of these conditions and some days are better than others. That's Fishing. We feel we do a pretty good job. We sell out almost all of these trips and see many return customers. As far as a remedy to Mr. [redacted]'s concerns I regret that he joined us on what was clearly not a great day of fishing but don't see how that justifies any refund. I will however defer to the good judgement of the BB. What would you have me do ?
First let me address Mr [redacted] 's concern that I did not respond to the email he sent us on August In these days of Social Media, [redacted] , ***, etc, complaints have become a thorny issueOur experience had shown that attempts to deal with some customer complaints often times blow up into " Flame " wars that escalate beyond and reasonable discussionPerhaps I miscalculated this case, hard to sayThe email Mr [redacted] sent enumerated a long list of grievances starting with the money he had to spend to get our location by taking an expensive water taxi, How is that my responsibility? He goes on to talk about how the trip disappointed his year old sonWe explicitly do not recommend these deep sea fishing trips to preteen children, they are just to young and to small for this type of fishingThis is part of the reason we do not have child rates in our pricingMy sense was that trying to explain that to Mr [redacted] would potentially anger him further so I chose to let it bePerhaps that was an error in judgement on my partAs to the concerns of the trip itself, this deep sea fishingThere are many variables beyond our control(or the control of any operator) such as the presence of fish, the weather and sea conditions, which affect the drift and placement of the boatWe do our best to meet the demands of these conditions and some days are better than othersThat's FishingWe feel we do a pretty good jobWe sell out almost all of these trips and see many return customersAs far as a remedy to Mr [redacted] 's concerns I regret that he joined us on what was clearly not a great day of fishing but don't see how that justifies any refundI will however defer to the good judgement of the BBWhat would you have me do ?
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[There is nothing in the company's response to accept or reject First off on his reason for not answering me because of social media is a joke and a poor excuse I didn't bash his company or ***, *** *** or anywhere I took the time to find out how to contact the company directly and send them a detailed concern He choice to ignore it was his alone and should not be blamed on social media and flame wars I was trying to work directly with them and have a reasonable discussion They chose not to. The next issue I have with their response I was providing detail on the entire day The water taxi not relevant and maybe I shouldn't have included it I was trying to provide a big picture for clarification Again, I can understand now that their customer service has a very narrow focus I would like to know where on his website that it "explicitly" says you do not recommend this for preteen children I attached a screen shot of their website and even highlighted the one section that says great fun for the entire family but nothing about age limit recommendations And I can tell you, when their employee collected my payment for this "fishing" trip, they didn't say don't bring him, even when I said I was bring my year old son and asked for a child rate Plus, I will decide what I think is best for my children Again, your assumption of angering me on telling me that is an excuse Did you not think totally ignoring my complaint would have the same results? It also seems that you did not ready my complaint I explained I understand the concept of fishing and it is hit or miss However, not once did you address my concerns about the equipment and process involved How can you go ground fishing when your line isn't long enough to reach the ocean floor This has nothing to do with drift, weather and sea conditions This has to do with reading a depth finder or adding line to your equipment Ground fished requires being able to get close to the ocean floor feet from the ocean floor is not close I have been on a few of these trips with other companies as well as plus customers and there have always been a bite I found it odd not one person on this boat had even a nibbleAgain, I would point to the feet of line on the rods and the foot depth we fished in Something you completely chose to not address but rather blame your not responding on everything else. I was very open to any time of remediation you may have offered or even an initialresponse saying no However, you lack of acknowledgement to anything shows my that customer service is not something you take pride in You blame things like social media At this point, I believe a full refund is in order because from what I have stated it does not seem to be a bad fishing day, but a bad customer service experience from the trip to now.]
Regards,
*** ***
First let me address Mr. [redacted]'s concern that I did not respond to the email he sent us on August 15. In these days of Social Media, [redacted], [redacted], etc, complaints have become a thorny issue. Our experience had shown that attempts to deal with some customer complaints often times blow up into...
" Flame " wars that escalate beyond and reasonable discussion. Perhaps I miscalculated this case, hard to say. The email Mr. [redacted] sent enumerated a long list of grievances starting with the money he had to spend to get our location by taking an expensive water taxi, How is that my responsibility? He goes on to talk about how the trip disappointed his 8 year old son. We explicitly do not recommend these deep sea fishing trips to preteen children, they are just to young and to small for this type of fishing. This is part of the reason we do not have child rates in our pricing. My sense was that trying to explain that to Mr. [redacted] would potentially anger him further so I chose to let it be. Perhaps that was an error in judgement on my part. As to the concerns of the trip itself, this deep sea fishing. There are many variables beyond our control(or the control of any operator) such as the presence of fish, the weather and sea conditions, which affect the drift and placement of the boat. We do our best to meet the demands of these conditions and some days are better than others. That's Fishing. We feel we do a pretty good job. We sell out almost all of these trips and see many return customers. As far as a remedy to Mr. [redacted]'s concerns I regret that he joined us on what was clearly not a great day of fishing but don't see how that justifies any refund. I will however defer to the good judgement of the BB. What would you have me do ?