In the weeks since I posted this, Ruster Sports (Dimond) has gone on to prove that their customer service is actually very bad and it's a top down problem.
Pro tip for general customer service:
When your company makes an error and it results in your inability to issue a normal refund, notify them that you are seeking a solution, don't wait for them to contact you. When you offer the option of mailed check, or PayPal, and they choose PayPal, don't wait for the customer to contact you again, days later, asking why they've not received the refund via PayPal, to mention that only the president of the company (TJ Tollakson) can issue PayPal refunds and he's "busy" driving to IMTX. That information should've been shared when the original check/PayPal options were given. Lastly, "busy driving to IMTX" does not excuse it taking 7 more days (9 total, and 12 since they acknowledged that it was their mistake) to get a PayPal refund issued. It's either apathy, elitism, or incompetence. None of which are acceptable for a high-end brand, operating in today's world of rapidly shared information and where exceptional customer service is ever more the norm.
Meanwhile, Ventum has been crushing it with constant contact and help with every little detail. Jimmy and his team have it figured out!!
Salton Sea Triathlon Club
“I swim to get to the bike. I run because nobody gives a shit about aquabike.â€
Pro tip for general customer service:
When your company makes an error and it results in your inability to issue a normal refund, notify them that you are seeking a solution, don't wait for them to contact you. When you offer the option of mailed check, or PayPal, and they choose PayPal, don't wait for the customer to contact you again, days later, asking why they've not received the refund via PayPal, to mention that only the president of the company (TJ Tollakson) can issue PayPal refunds and he's "busy" driving to IMTX. That information should've been shared when the original check/PayPal options were given. Lastly, "busy driving to IMTX" does not excuse it taking 7 more days (9 total, and 12 since they acknowledged that it was their mistake) to get a PayPal refund issued. It's either apathy, elitism, or incompetence. None of which are acceptable for a high-end brand, operating in today's world of rapidly shared information and where exceptional customer service is ever more the norm.
Meanwhile, Ventum has been crushing it with constant contact and help with every little detail. Jimmy and his team have it figured out!!
Salton Sea Triathlon Club
“I swim to get to the bike. I run because nobody gives a shit about aquabike.â€