Customer service

[Devils Horse]

Here's the better part of an email thread I had with Boat Buckle customer service representative "Jenny Lear" <[email protected]>. Rare to get good service these days.

Me:
I have a 2000 bassboat that is equipped with the built in Rod Buckle rod tie downs. On one side the knob broke off the plastic piece that extends out and latches into the deck piece. I can only find the new style Rod Buckle with a face plate that's too large to fit where the current one is. Are you able to service my old one? If not can the reel from the new style be removed and installed in the housing of my old one?

Her:
Jim: I have attached a photo. Is this the product you are needing?

Me:
See the attached a picture. That's the product, but mine's an earlier generation. The faceplate on the newer model is larger than the one on my boat which was manufactured in 2000. As you can see from the pic, the faceplate on mine is small and oval shaped.

Her:
That is actually the same strap. You just have the concealed mount. Do you need the floor piece or the top piece with the little bit of web on the end?

Me:
The floor piece is fine, the knob broke off the top piece. I could make the top piece with a little bit of web on the end work by removing the old one and sewing on the new one. Just let me know what I need to do to get it.

Her:
You don't have to sew. There is actually a little break in the piece that holds the strap to the top buckle piece. It allows you to get that piece off and replace it. Push the web over a bit and you'll be able to see what I am talking about. We can send you a new top piece free. It will be about a week. That is a make item for us.

[phoenix]

What a SURPRISE !!
Sometimes it is just getting to the right person.

[MsgMills]

Sounds like you got to deal with someone who knows their job well..... Wish all C/S experiences were as yours turned out......

[Tyme2fish]

It seems that most times one calls "Customer service" one speaks to Sahib in India who doesn't have a clue on what is happening. Oh yeh, Sahib says his name is "Hello,my names is Steve. Of service can I be to you?" Right

[UYKY]

product is known to the C/S rep. application is known to the C/S rep and innerworkings of the product is known to the C/S rep. additionally, the C/S rep knows that the piece needed is fabricated there and can give an estimate to time frame needed. all i can say is good job to the folks at Boat Buckle. i have them on my triton and am very satisfied. this just made me an even stronger believer/advocate for their product!