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Kilby Enterprises = Poor Customer Service

Here is my situation, I ordered a large amount of accessories from Kilby Enterprises ( OnboardAir.com )for my Jeep On Board Air project. For the most part I was satisfied with what I got. The issue was that

2 of the parts I had ordered were unusable, one very apparently a manufacturing defect, the other broken possibly in shipping). I called Kilby, and explained what I had found. They issued me an RMA, I inquired as to how they were going to reimburse me for shipping the materials back, after being bounced around and on hold several times without an answer, I was put on the phone with a very snotty man who said that I would just have to file a claim with UPS and that it wasn't his problem. I explained that good customer service would dictate that he (Kilby) make the claim and that they pay for the shipping . . . again it wasn't his problem and that there was nothing he could do! It doesn't really matter the price that I paid for the gear or how much the shipping costs were . . . it was the attitude I was getting from the manager and his inflexibility. Is good customer service dead ? I would say it is at Kilby Enterprises ! Poorly trained staff wasting my time . . . Do you want to order from a company that is going to give you the run around, and make you pay shipping twice, for something that was in no way your fault ?

Aggravated Customer, Stuart

Reply to
Stuart
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Hello Stuart,

I think you will find that your experience is the exception when dealing with Kilby Enterprises. I have bought a lot of stuff from them and, although I haven't had to return anything, I have found them the be very professional and quick.

Jim

Reply to
Jim Meyer

Stuart,

Sorry to hear about your experience, but truth be told you should make your claim through UPS. I had a bumper arrive from Toys By Troy that was beat to hell and had been all over the US before arriving at my house 3 weeks after I ordered it. They did send me a new bumper before I sent them back the damaged one, which is above and beyond in my book, but they did not have to.

--Stash

Reply to
JeeperEngineer

Brad Kilby has given me EXCELLENT service, from my gas tank skid plate to my on-board air setup. We have spoken on the phone, and he held my hand in navigating and selecting from his comprehensive web-site. I don't believe your problem is with Brad.

Reply to
Jeepers

This isn't the way Kilby does business. In fact, Kilby Enterprises (and Onboard Air) has some of the best customer service in the offroad industry.

Sounds to me like there is another side that we're not hearing.

Stuart, I know this may be awkward, but how would Kilby Enterprises tell this story?

Robert Bills KG6LMV Orange County CA

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Reply to
Robert Bills

Yes.

Reply to
Jeepers

I actually got a call from the owner of this company when he heard about my dis-satisfation. We talked and cleared the air. That is good management to be so stand up ! Thanks!

Reply to
Stuart

No...

Damaged goods are the responsibility of the shipper, not the reciever, to deal with.

And UPS can be a real PITA on claims.

-jeff

Reply to
Jeff Olsen

I also guess this is where the power of the Internet backfires and makes one look like a typical ahole complainer. Nice. :-)

Reply to
Peter Parker

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