Stuart

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

Jim Meyer

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

--
'86 CJ-7
D30 D44 D300 4:1 T-5
SOA ARB 4.56 Mopar MPI
Fresno, CA USA
http://home.comcast.net/~cj.7/



"Stuart" <google@netserpent.com> wrote in message
news:428d7f18.0307282111.a5cbc93@posting.google.co m...
> 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

JeeperEngineer

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

Jeepers

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.


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Robert Bills

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

http://www.outdoorwire.com/4x4/jeep/...p-l/billsr.htm
http://www.RobertBills.com

Jeepers

In article <20030730090907.07244.00000580@mb-m12.aol.com>,
rdbillsjr@aol.comxxxxxxxx (Robert Bills) wrote:

> Kilby Enterprises = Good Customer Service

Yes.


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Nathan Collier

Robert Bills wrote:
> The original poster (Stuart) posted the same message on the Pirates of the
> Rubicon bulletin board. I forwarded it to Brad Kilby, who knew nothing about
> the situation and contacted Stuart immediately to resolve any problems with his
> order.
>
> Shortly thereafter, after receiving a universally negative reaction here and on
> the Pirates board, where Stuart was told that his own snippy attitude and
> unreasonable expectations were likely the problem, Stuart deleted the entire
> thread from the Pirate board without a word of explanation or apology.

Are you sure you didn't tell your brother to have some DOJ enforcers
have him secretly silenced? He and all the powers of his office are at
your beck and call, according to you, right?
>
> I guess Kilby Enterprises = Good Customer Service after all.
>
> Bob Bills
>
> Stuart posted:
>
>
>>. . . I ordered a large amount of accessories from
>>Kilby Enterprises . . . 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 inquired as to how they were going to reimburse me for shipping
>
>>the materials back I explained that good customer service would
>>dictate that he (Kilby) make the claim and that they pay for the
>>shipping . . . 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 ?
>
> Stuart
>
>
>
>

Stuart

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!

google@netserpent.com (Stuart) wrote in message news:<428d7f18.0307282111.a5cbc93@posting.google.c om>...
> 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

Jeff Olsen

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


In <qcucnb80wrOK5LuiU-KYvg@comcast.com> "JeeperEngineer" <stashmel@comcast.net> writes:

>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

Peter Parker

In article <20030730090907.07244.00000580@mb-m12.aol.com>,
Robert Bills <rdbillsjr@aol.comxxxxxxxx> wrote:
>The original poster (Stuart) posted the same message on the Pirates of the
>Rubicon bulletin board. I forwarded it to Brad Kilby, who knew nothing about
>the situation and contacted Stuart immediately to resolve any problems with his
>order.
>
>Shortly thereafter, after receiving a universally negative reaction here and on
>the Pirates board, where Stuart was told that his own snippy attitude and
>unreasonable expectations were likely the problem, Stuart deleted the entire
>thread from the Pirate board without a word of explanation or apology.
>
>I guess Kilby Enterprises = Good Customer Service after all.

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

>
>Bob Bills
>
>Stuart posted:
>
>>. . . I ordered a large amount of accessories from
>>Kilby Enterprises . . . 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 inquired as to how they were going to reimburse me for shipping
>>the materials back I explained that good customer service would
>>dictate that he (Kilby) make the claim and that they pay for the
>>shipping . . . 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 ?
>Stuart
>>
>
>
>


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