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