Crazy People:

"Steve is equipped with Electronic Fool Injection" (itsalwayssteve) 06/22/2015 at 13:49 • Filed to: rants

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So here’s a “Shit Customers Do” story for you. It’s kind of long, so here’s a Mustang for your time:

I work for an aftermarket interior company and deal with a lot of new car salespeople and service folks. A few weeks ago, the service advisor in charge of accessories for a Honda dealer nearby called me and asked if we wouldn’t mind if he sent his customer down to the shop to discuss a custom color order. This happens sometimes - more often than not it’s a customer with kids who wants a darker color than our recommended match so I grabbed my color swatches and said “send ‘em on over.”

We have a few colors to choose from

That was my first mistake. So the dude and his wife came in, and she was wearing a surgical mask. She insisted that she smell all of the vinyl and leather we use so she could be sure that it wasn’t poisoning her.

Now, we all know that outgassing occurs in our cars. It’s an effect of making products out of volatile chemicals. Most of these gases are generally safe and don’t cause illness. However, she’s decided that the plastics in the cars are poisoning her.

They have a CRV LX and they wanted to put our 083 “Titanium” leather in it. That’s fine, and in small swatches, it doesn’t look that far off from the 092 Stone that’s recommended. But I warned him repeatedly that it wouldn’t match.

The leather came in and it wasn’t sewn up properly. It wasn’t noticeable at the time, but it was going to get bad. Our production facility explained that the sewing machine was set 2-3 mm off its proper setting, so when 10-12 panels were sewn up like that it was going to be pretty fucked after the interior settled. After two weeks, parts of the leather kit were turkey-waddle loose, and parts were tighter than Kenny Rogers’ newest face.

My Face is 40% Vinyl.

So with their valid concerns, I let them know what the problem was, how we were going to fix it, and got my manager involved so that he could ensure that it would be corrected. Last Friday morning, he showed up at the dealer with his wife, and lit up the service advisor who handles the DIO/accessory stuff. So we picked up the car, and saw exactly what he was talking about, and ordered a new leather kit so we would get everything corrected.

That afternoon the guy shows up at the shop, and he’s angry. Using all of my call-center customer service and bar security deescalation skills, I explained his situation, let him vent a bit, and explained what we were going do to fix his issues.

He then went on a rant about the color not matching anything in the car. Now, before he even placed the order, we explained that his interior wasn’t going to match if he chose Titanium 083 over Stone 092: It’s hard to see above, but in large swaths, the 083 has a brown undertone:

Note how brown the 083 looks compared to the 092

So, now, he is unhappy with the color of the interior, despite the fact that he signed a release, saying, basically, “I’ve seen it, and I know what’s recommended, and I reject that. It is my responsibility if it looks stupid.”

So he gets pissy and condescending with me over the fact that his color didn’t match, and the zippers on the rear of the front seats didn’t match the leather, and so on. I was starting to transition from “Customer Service,” to “Bouncer,” mode because he had gone from a customer with a problem that could be fixed to a condescending asshole. He started to complain about the color again and I asked him, “Sir, last week when you came in to choose the color, didn’t I tell you that it wouldn’t match?”

He replied, “Yes, but you never told me about this,” and pointed at the zipper, which was slightly darker because dye adheres differently to nylon fabric than it does to leather and vinyl. He then began to berate me on the condition and color of the leather, after everything was already in the works.

I bit my tongue, took a deep breath, and told him, “Mr. XXXXX, when you were here with your wife, we had a 40-minute discussion on everything about this interior. I’m sorry that it wasn’t sewn up correctly, and we are already working to get that corrected. I’ve got my manager and the production manager involved so that everything is right. As far as the color, I told you and your wife at least half a dozen times that it would clash with your current interior. I cannot, and will not, take responsibility for your decision.”

He shifted gears and started, “But you told us that your leather was better than Honda, and it isn’t. My friend asked me if I installed it myself.”

Once again, I took a deep breath and replied, “Well, Mr. XXXXX, That’s because it wasn’t sewn up properly, and we’re already working to get that corrected. I’m going to take a picture of the zipper and email it to our production manager to get a closer color match.”

At this point, I was getting perturbed. I took a picture of the zipper and went to my desk. While he was in the shop I emailed it to everyone including the sales and service at the dealer. He started complaining again and I glared at him. I was in full-bouncer-mode and I’m sure he could see it. “Sir, I’ve explained three times already how we’re fixing the issue. I’ve apologized because I wouldn’t want my interior to look like that either. I have nothing more to say about this. I’m forwarding the information up the ladder. Good day, sir.”

He complained some more and I just got up and went into the (100 degree F) installation shop just to get away from him. I was about to ask him in my kind-but-menacing bouncer voice to leave.

I told my boss about the situation and he got pissed. He called the service advisor up at the Honda dealer and they had a 30 minute conversation about how Mr. XXXXX was no longer welcome in the service department because of how he was treating everyone there.

He showed up again this morning. He complained repeatedly about things that were either, getting fixed, or, his own fault.

My boss, who tends to be the calmest customer service guy when dealing with stuff like this, wound up walking away because he was “about to punch that motherfucker.”

I told him I could 86 him, and if he resisted, choke him out in front of his family. He walked off, knowing that he couldn’t say yes, but was definitely thinking about it.

LongbowMkII > Steve is equipped with Electronic Fool Injection 06/22/2015 at 13:55

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customers.

themanwithsauce - has as many vehicles as job titles > Steve is equipped with Electronic Fool Injection 06/22/2015 at 13:56

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This is good Oppo. Do you share stories for the “behind closed garage doors” or whatever our series is on car buying?

Snuze: Needs another Swede > Steve is equipped with Electronic Fool Injection 06/22/2015 at 13:57

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Customers are the worst.

Smallbear wants a modern Syclone, local Maple Leafs spammer > Snuze: Needs another Swede 06/22/2015 at 13:59

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Counterpoint:

Customers are the best.

Snuze: Needs another Swede > Smallbear wants a modern Syclone, local Maple Leafs spammer 06/22/2015 at 14:01

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Interesting, but I disagree. Customers have the potential to be the best, when they do things like don’t complain, and pay their bills on time. These rarely happen. Therefore, the worst.

Alex B > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:02

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All of this pain and agony over a CR-V... Smh

CalzoneGolem > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:04

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I love it when people think the constant complaining will get them what they want sooner but it only slows the process down.

Smallbear wants a modern Syclone, local Maple Leafs spammer > Snuze: Needs another Swede 06/22/2015 at 14:06

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It’s nice when you’re in a position to tell them to f*ck off. In which case the worst ones become a source of amusement.

That said, difficult customers are kind of thin in my line, seeing as we sell mostly to pros.

Shankems > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:07

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I want to let you know that a few years ago I didn’t give much credit to interior work. Then my father simply got the seat in his new charger re-bolstered and god damn. Interior workers are magicians!

BKosher84 > Smallbear wants a modern Syclone, local Maple Leafs spammer 06/22/2015 at 14:10

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Proof or GTFO.

OPPOsaurus WRX > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:11

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I have a client that found a picture of a $1m california style house and wants me to take the design of the porch from that house and put it on his, which is a newly built Colonial style. Its just not going to work. I showed him how it would not work, did the math to show how it conflicts with other parts of the house, and told him what else would need to be changed for it to work (removing a pair of large double hung windows which would be dumb) he said he wouldn’t want to have other changes on the house, just draw it like in the picture. F UUUUUUUU

Smallbear wants a modern Syclone, local Maple Leafs spammer > BKosher84 06/22/2015 at 14:14

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Customers give you money.

Rico > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:15

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Dat burgundy doe. Damn you guys have a great selection.

Rico > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:17

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“That was my first mistake. So the dude and his wife came in, and she was wearing a surgical mask. She insisted that she smell all of the vinyl and leather we use so she could be sure that it wasn’t poisoning her.”

I haven’t read through the whole thing yet but this made me stop chewing my food for a few seconds and re-read it. What kind of man would date such a lunatic, I wouldn’t want to even be seen in public with such a person.

Steve is equipped with Electronic Fool Injection > Rico 06/22/2015 at 14:18

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I like the Burgundy. We did it under an orange Jeep for a VT grad.

Rico > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:27

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I hate this kind of person. Due to their lack of authority and power in their personal lives they try to condescend and berate people in customer service to gain some semblance of having balls, seeing that he’s married to a fuckin loon I’m sure he’s got zero balls which is why he tried to get all tough guy on you and your staff.

BKosher84 > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:32

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I work for a regional roofing supply company (Residential/Commercial) and we just picked up this client who is a million dollar customer in residential shingle work but has NEVER touched commercial flat roofing in their life.. Well our sales rep assigned to them convinced them that commercial would be a good business to dip their toes into, which is perfectly fine (and true.. There is a LOT of money in flat commercial roofing). Normally, when someone wants to start into a business they never dealt with before they start small (20 square or so private roofs) but not these guys.. They got a “in” on a new hotel being built in their area, 200 square in size, got the job and I quoted some material for them.. Now, I did question the validity of the drawings/specs they gave me and made sure they knew that, asked them to clarify some things and never heard back... Three months later, the sales rep emails me a memo from the architect (or GC, can’t remember) addressed to the roofing contractor that:

1. They did NOT submit any submittals (spec sheets showing what products they plan on using).

2. The products I specifically quoted, was not correct and how they plan to fix it. (Remember.. I specifically asked them to verify what I was quoting three months ago to make sure they were getting what they needed).

Now our company is trying to clean up the mess, the sales rep said that the contractor was relying on us to “walk them through the process” (essentially being their construction manager for free) since they have never done it before.. And on top of that, I have the sales manager attempting to throw me under the bus because he is good buds with the contractor in question.. Good time.. Good times.. We are still in the process of cleaning up the mess.....

Stapleface-Now Hyphenated! > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:33

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People are stupid. That’s why I much prefer not dealing with them. I just don’t get what he thought he was going to accomplish with all of his bitching.

https://www.youtube.com/watch?v=XOXAs9…

BKosher84 > Smallbear wants a modern Syclone, local Maple Leafs spammer 06/22/2015 at 14:35

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I work in the same office as our accounts receivable department.. I beg to differ on this proof, lol.

TxBrumski > Steve is equipped with Electronic Fool Injection 06/22/2015 at 14:49

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After working with the GP for a couple of years, I learned that every customer is not right. They have the opportunity to be right, but they usually choose to be wrong.

Is that spotted leather you have on your swatch palate?

Smallbear wants a modern Syclone, local Maple Leafs spammer > BKosher84 06/22/2015 at 14:52

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OUR customers give US money, then.

Steve is equipped with Electronic Fool Injection > TxBrumski 06/22/2015 at 14:56

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The tan spotted stuff in the back is ostrich. It’s not too popular.

uofime-2 > Steve is equipped with Electronic Fool Injection 06/22/2015 at 15:09

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You know they were really just hoping you’d give them the interior for free

Camshaft Chris: Skyline/McLaren/Porsche Fanboy > Steve is equipped with Electronic Fool Injection 06/22/2015 at 15:11

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Not a VT fan, but that it is an awesome color combo on that Jeep. Where are y’all located? I need to re-do the interior of the Crown Vic, lol.

Boss2452stolemylunchmoney > Steve is equipped with Electronic Fool Injection 06/22/2015 at 15:21

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Everything is someone else’s fault. He’s probably in management.

TahoeSTi > Steve is equipped with Electronic Fool Injection 06/22/2015 at 15:38

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Are these like Katzskins or custom work? Either way seems insane to pay this much for a Honda CRV.

Steve is equipped with Electronic Fool Injection > TahoeSTi 06/22/2015 at 15:56

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I work for Classic Soft Trim, which is a division of Roadwire.

We’re actually an OEM supplier for Mitsubishi USA, Subaru USA, Roush, and Saleen, and we’re the leather supplier for West Coast Customs - even if you think their work is pretty gaudy and done in bad taste. It is. But it’s still well done gaudy work done in bad taste.

We won the Professional Restyler’s Association Manufacturer’s award at SEMA last year.

It’s actually the oldest aftermarket leather company in the US. The vast majority of work done by the CST division is new car upgrades from cloth to leather - which can save a decent amount of money if you want leather. An Accord Sport can be had for ~$22k and for leather and a sunroof it’s about another $2500 if they write it into the deal. Compare that to $28k for an EX-L and with that you get ugly wheels and that irritating turn-signal camera.

Xazzaphonic (previously known as Vicarious-Chair) > Steve is equipped with Electronic Fool Injection 06/22/2015 at 16:42

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This is how the rental car business is.

“But I have a Credit Card!”
“Sir, that is a Debit Card, we cannot rent one-way on a Debit Card. It was clearly explained when you reserved the vehicle and by multiple signs within this facility.”
“It says goddamn right here ‘VIZAAH’”
“Sir, does it deduct money from your checking account with Chase?”
“Yeah, what kind of question is that?”
“The difference between Debit and Credit. Your money is coming directly from your account, where as credit, you’re borrowing it and paying it back.”
“But this shows you I have the money”
“That’s not what we’re looking for when we’re asking for Credit. Having a credit card with available credit for the rental shows us you pay back your credit card and can maintain balance, proving to us you’re a responsible loaner.”
“This is bullshit, I don’t know what you’re talking about.”
“Also, your license is expired.”
“I’m not leaving until I get a car.”
“We’ll call the police in front of your family if you don’t stop harassing us and refusing to leave our property”

^^This is every two days on average (generally without the police issue). Not to mention that last part about expired licenses. People somehow believe licenses are still valid as licenses for 90 days after expiration...

SO. I know what you’re going through, in a sense.

MuchWagon > Rico 06/22/2015 at 17:52

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Plastic offgassing IS bad for you, but what surgical mask is going to filter it???

TahoeSTi > Steve is equipped with Electronic Fool Injection 06/22/2015 at 18:27

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Nice, pretty cool never thought about it from that point of view, I was curious because the Seats in my Mustang are shot and always looking out for new options to replace them.

Rico > MuchWagon 06/22/2015 at 20:09

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The thing is if some of the gases and odors released from new car plastics/vinyls and leathers was poisoning or killing people it'd be a global issue. This lady claiming that the leather in the cars is poisoning her has mental issues and needs help.

MontegoMan562 is a Capri RS Owner > Steve is equipped with Electronic Fool Injection 06/23/2015 at 09:29

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What an asshole. Impressive.

Kanaric > Steve is equipped with Electronic Fool Injection 06/24/2015 at 13:21

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This is why I don’t work customer service anymore. I am a military contractor now and my “customers” are in the military. If they get like this with us we talk to their commander who, usually, is normal and if HE’S not we talk to his boss. Eventually someone up the chain is normal and tells that guy below him he should fuck off.

Once some E6 talked massive shit to me and was being a general berating asshole, kind of like the guy you are talking about, because I literally COULDNT fix what he wanted per the contract. Talked to my boss and he sent a mass email out about proper ettiquite lol.

Rusty Vandura - www.tinyurl.com/keepoppo > Steve is equipped with Electronic Fool Injection 06/24/2015 at 13:31

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Now, if I look at that Mustang picture, I’d classify it under “Shit Customers Do.”

Steve is equipped with Electronic Fool Injection > MuchWagon 06/24/2015 at 13:42

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The only people who have had reported health problems with plastic offgassing — actual respiratory issues that have been documented by medical professionals — are people who work in plastic manufacturing.

The Dummy Gummy > Steve is equipped with Electronic Fool Injection 06/24/2015 at 15:14

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Too bad you can’t just have Gene Wilder on hand to tell these people to leave.

E92M3 > Steve is equipped with Electronic Fool Injection 06/24/2015 at 15:21

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I hate people that start off insulting and irate. If you want the best customer service from me you should be calm and respectful. The minute you get an attitude is when your hopes of a resolution will dwindle. If they are too crazy I’ll straight up tell them to fuck off because honestly I don’t want repeat business from them or anyone that would associate with a person like them. You can’t please everybody. I’m not afraid of a bad review because 99% of my customers leave a good one.

TxBrumski > Steve is equipped with Electronic Fool Injection 06/24/2015 at 21:47

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I love ostrich! Don’t really see it too much in cars though. Only one I’ve seen is the Lucchese Edition Tundra.

NoneOfYourBiz > MuchWagon 06/26/2015 at 18:08

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what surgical mask is going to filter it???

None whatsoever. (source: I work with doctors and scientists; my ex of 5-years has a PhD in bacterial molecular genetics)

You’d probably have to wear a positive pressure suit to prevent the inhalation of “off-gassed” anything.

These kinds of idiots drive me bonkers. I’m so glad I don’t have to deal with them anymore.

If you make the sale, good on ya’ and celebrate getting past the mentalist gate-keeper that is the mask-wearing-wife.