umnitza
03-09-2006, 01:46 PM
We sell the best damned lights possible.
We support them better than ANYONE in the business. Our competitors - like XXXXXXX - from whom XXXXXXX drop ships all their lighting products from - make you pay for upgrades if there is something wrong 1 month later or 2 months later. They package it as "we just improved X" when you really are thinking, then why did you sell me Y?
I have sold the pinnacle of lighting products for over 1.5 years now. No problems. NO special upgrades. NO upsells. Just good quality products and always 100% supported. I've sold lighting products for over 4 years. I've sold - by admission from many online members the vast majority of their lighting needs. I know something about lighting (and as we branch out into other fields, I'll raise my own expertise on that as well). Anyone have any problems with Predator Chromiums? Prolumen HID? ZKWs? They do but very very rarely. DEPO, we've taken the steps to prewire the PNP on every single one, so there will never be any wiring issues with DEPO (the PNP part at least, we can't vouch for your installer's ability or lack thereof:) )
There are indeed certain policies in place to protect us from fraud perpetrated by the consumer, I'm not asking for special consideration, I just want you to understand, this business (and this is OUR choice, so we deal with it as part of business) in retail is the most difficult.
You live and die by referrals. However, I will not allow our company's quality of service and product be disrespected on faulty grounds. Do we make mistakes, damn right. I try to fix all of them to the best of my ability. I'll send you free parts to fix them. I'll bend over upside down in chains just to make you happy.
I personally stay up til 2am almost every night to help answer those questions to everyone because I care about what happens when the lights work. It's a reflection (pun intended) of our product and company when our products work every time they are on the car.
What I don't like is vendettas.
When I deal with Paypal or any other big company, I try to be the best customer because that makes them want to help me and DO MORE FOR ME than their policy states. You have to understand that as a customer, you have to treat us like people, not dirt. Not scumbags. PEOPLE. We have 5 employees, all working very very hard to make it happen for you. You'd be suprised how much MORE I can do for you if you want good service and don't attack. Just ask hundreds of product owners if this is the case.
If you call and say - hey, I really need help with this, I'll always help you. But if you call and say "F YOU, I'm going to post this experience everywhere, you suck, you don't want to help". I'm sorry, I can't help you any longer. I've just lost the WILL to help you. It's no longer professional, it's deteriorated to just random BS and it's no longer worth dealing with, I can't devote 80% of my time (like I have these last 24 hours) to handling 1% of the customer base when others need my assistance too.
If you want my help, I freely give it to you. If you ask for my help, I freely give it to you. If you need my help, I freely give it to you. If you can't get help from me, I find someone that can assist you. I fix problems that installers make all the time (3rd parties) just because I want YOU to be happy.
I also will never sell you a product that I haven't personally had my hands on - so that I can believe in it and know that I've giving you the best. This is why our product catalog is slower to grow than other companies. An example is how long it took us to stock clears for our cars. I heard too many poor quality stories, so we waited until the product worked.
I'm available 24/7 almost - emails, phones, web, sometimes on IM (but not much), message boards, you name it - and I always strive to offer the best support no matter what. No matter when.
I haven't let anyone else handle the customer support in the last 8 months because I wanted to handle it to improve from where we faultered 8 months ago. Since then, we've sold over 2000 lights and I've probably seen 1999 of them before they left the store. I guess we're doing something right.
I work hard for my customers and wish them only the best. Am I stressed, do I have too much to do? Do I triage? Yes, I do. But I never let a customer fall through the cracks.
We've placed an ad in the paper to acquire a full time CS person - someone dedicated ONLY to emails and phones. We hope that pulling me away from this (even with my squirrels working hard in the back room) will help many of our new customers receive an even higher and more immediate level of attention.
We wish you to patronize our establishment because you will ultimately find NO BETTER PLACE to get your lighting (and soon other) needs. There is a small undercurrent of unhappiness that we cannot penetrate at this time, but I urge you, those of you that are going to take 2 minutes and think for yourself, ask yourself, why is Umnitza the most referred lighting company in the BMW space? Sure, this small percentage of unhappy customers can't be all there is. Give us a look, you'll find that you'll 99% of the time, fall into the same group of extremely satisfied and happy customers.
This is not an invitation for you to air your displeasure with some of our past dealings, sure, we have our share of unhappy customers. But not a single one of those customers was ever dismissed. They may have been unhappy with the possible remedies offered, but we handle EVERY SINGLE CASE, every single time. We don't sweep problems under the rug, we face them and try to resolve them every time. We dont hide under a veil of "contact this retailer"- we don't hide under a veil of "we're out of contact because..." and we certainly don't hide under any veil of "we never got your email...".
That is our promise of Devilishly Good Service. And, until that motto changes, we will not give you anything less.:embarrasm :cool
We support them better than ANYONE in the business. Our competitors - like XXXXXXX - from whom XXXXXXX drop ships all their lighting products from - make you pay for upgrades if there is something wrong 1 month later or 2 months later. They package it as "we just improved X" when you really are thinking, then why did you sell me Y?
I have sold the pinnacle of lighting products for over 1.5 years now. No problems. NO special upgrades. NO upsells. Just good quality products and always 100% supported. I've sold lighting products for over 4 years. I've sold - by admission from many online members the vast majority of their lighting needs. I know something about lighting (and as we branch out into other fields, I'll raise my own expertise on that as well). Anyone have any problems with Predator Chromiums? Prolumen HID? ZKWs? They do but very very rarely. DEPO, we've taken the steps to prewire the PNP on every single one, so there will never be any wiring issues with DEPO (the PNP part at least, we can't vouch for your installer's ability or lack thereof:) )
There are indeed certain policies in place to protect us from fraud perpetrated by the consumer, I'm not asking for special consideration, I just want you to understand, this business (and this is OUR choice, so we deal with it as part of business) in retail is the most difficult.
You live and die by referrals. However, I will not allow our company's quality of service and product be disrespected on faulty grounds. Do we make mistakes, damn right. I try to fix all of them to the best of my ability. I'll send you free parts to fix them. I'll bend over upside down in chains just to make you happy.
I personally stay up til 2am almost every night to help answer those questions to everyone because I care about what happens when the lights work. It's a reflection (pun intended) of our product and company when our products work every time they are on the car.
What I don't like is vendettas.
When I deal with Paypal or any other big company, I try to be the best customer because that makes them want to help me and DO MORE FOR ME than their policy states. You have to understand that as a customer, you have to treat us like people, not dirt. Not scumbags. PEOPLE. We have 5 employees, all working very very hard to make it happen for you. You'd be suprised how much MORE I can do for you if you want good service and don't attack. Just ask hundreds of product owners if this is the case.
If you call and say - hey, I really need help with this, I'll always help you. But if you call and say "F YOU, I'm going to post this experience everywhere, you suck, you don't want to help". I'm sorry, I can't help you any longer. I've just lost the WILL to help you. It's no longer professional, it's deteriorated to just random BS and it's no longer worth dealing with, I can't devote 80% of my time (like I have these last 24 hours) to handling 1% of the customer base when others need my assistance too.
If you want my help, I freely give it to you. If you ask for my help, I freely give it to you. If you need my help, I freely give it to you. If you can't get help from me, I find someone that can assist you. I fix problems that installers make all the time (3rd parties) just because I want YOU to be happy.
I also will never sell you a product that I haven't personally had my hands on - so that I can believe in it and know that I've giving you the best. This is why our product catalog is slower to grow than other companies. An example is how long it took us to stock clears for our cars. I heard too many poor quality stories, so we waited until the product worked.
I'm available 24/7 almost - emails, phones, web, sometimes on IM (but not much), message boards, you name it - and I always strive to offer the best support no matter what. No matter when.
I haven't let anyone else handle the customer support in the last 8 months because I wanted to handle it to improve from where we faultered 8 months ago. Since then, we've sold over 2000 lights and I've probably seen 1999 of them before they left the store. I guess we're doing something right.
I work hard for my customers and wish them only the best. Am I stressed, do I have too much to do? Do I triage? Yes, I do. But I never let a customer fall through the cracks.
We've placed an ad in the paper to acquire a full time CS person - someone dedicated ONLY to emails and phones. We hope that pulling me away from this (even with my squirrels working hard in the back room) will help many of our new customers receive an even higher and more immediate level of attention.
We wish you to patronize our establishment because you will ultimately find NO BETTER PLACE to get your lighting (and soon other) needs. There is a small undercurrent of unhappiness that we cannot penetrate at this time, but I urge you, those of you that are going to take 2 minutes and think for yourself, ask yourself, why is Umnitza the most referred lighting company in the BMW space? Sure, this small percentage of unhappy customers can't be all there is. Give us a look, you'll find that you'll 99% of the time, fall into the same group of extremely satisfied and happy customers.
This is not an invitation for you to air your displeasure with some of our past dealings, sure, we have our share of unhappy customers. But not a single one of those customers was ever dismissed. They may have been unhappy with the possible remedies offered, but we handle EVERY SINGLE CASE, every single time. We don't sweep problems under the rug, we face them and try to resolve them every time. We dont hide under a veil of "contact this retailer"- we don't hide under a veil of "we're out of contact because..." and we certainly don't hide under any veil of "we never got your email...".
That is our promise of Devilishly Good Service. And, until that motto changes, we will not give you anything less.:embarrasm :cool