BlindBrick 0 #1 September 1, 2010 Over in the Best Manufacturer thread, Macca posted that he wanted to hear if someone had ever had a problem with a PF product that hadn't been resolved to the customer's satisfaction. I'd had an issue with a brand new Prodigy I that cropped up in at the very end of 2006. I emailed back and forth with Robbi/PF in early 2007, but somehow my issue fell through the cracks (IIRC, one of the head honchos having some medical issues in that time frame), and I gave up on it and moved to a different company's products. When I saw Macca's post I thought "what the hell, even if they say 'get lost", all it will have cost me is some time." Contrary to my expectations, Macca took my complaint seriously and came up with a solution that went above and beyond what was needed to resolve the issue, and then in addition to that, took other steps to show that PF was sorry for the issue having gone unresolved for so long. I believe n giving credit where it's due, and with Macca in charge of customer service, I think that PF now gives L&B a run for their money on what it means to deliver excellent customer service. -Blind"If you end up in an alligator's jaws, naked, you probably did something to deserve it." Quote Share this post Link to post Share on other sites
mccordia 73 #2 September 1, 2010 I think a large problem in general (for a lot of brands) is that often customer service issues are sooner posted on dropzone.com and similar forums, than contacting costumer service directly. Sometimes things do slip through, but Robert is king in making sure all costumers are taken care of (should there be anything in terms of sizing or a production issue). Glad to see you a happy flyer...JC FlyLikeBrick I'm an Athlete? Quote Share this post Link to post Share on other sites
Zeemax 0 #3 September 1, 2010 Thanks for your kind words Jack - glad we were able to get something sorted for you Phoenix Fly - High performance wingsuits for skydiving and BASE Performance Designs - Simply brilliant canopies Quote Share this post Link to post Share on other sites
DexterBase 0 #4 September 1, 2010 I don't think any company other than Phoenix Fly has sent me an IM on Facebook to update me on the status of my order. I was surfing away one night and a little window popped up. It was Robert Pecnik just wanting to tell me the suit was coming along nicely. That he even knew who I was, in terms of the number of orders they must be processing, is evidence that they actually care about their costomers. I have nothing but good things to say about PF Quote Share this post Link to post Share on other sites
Electronaut 0 #5 September 1, 2010 Macca, I shot you and Jarno an email with some feedback; it bounced on your email address though. I'll shoot you PM. Quote Share this post Link to post Share on other sites
mccordia 73 #6 September 1, 2010 It seems the mailserver is experiencing some breakdown. Should be back up asap again.JC FlyLikeBrick I'm an Athlete? Quote Share this post Link to post Share on other sites
Electronaut 0 #7 September 1, 2010 Jarno, It go through for you? Quote Share this post Link to post Share on other sites
mccordia 73 #8 September 1, 2010 Jup...it did...and answered..Macca & Roberts email should be back up and running tomorrow again.. JC FlyLikeBrick I'm an Athlete? Quote Share this post Link to post Share on other sites
Teigen 0 #9 September 8, 2010 I too got e-mails from Robi as my suit went through production! Awesome! Don't quite like that Jarno guy though! He won't stop sending me creepy messages at night! Quote Share this post Link to post Share on other sites
freeatlast 0 #10 September 8, 2010 Quote Don't quite like that Jarno guy though! He won't stop sending me creepy messages at night! At least he'd not sending you naked pictures late at night!! Quote Share this post Link to post Share on other sites
