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Author Topic: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT  (Read 32402 times)

KD8TUT

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #45 on: December 10, 2016, 01:59:55 PM »


When these companies fail to meet the expectation of their customers- they are fair game.

Even when the expectations are unreasonable and/or are not even communicated in the first place.

I do not think the OP was being unreasonable. I've dealt with HRO previously and have gotten a callous attitude from their employees as well.

The OP characterized the communication with a manager as the following: "He basically told me that it did not matter that Atlanta had the expensive meter that I needed, that it was more important for them to make a profit than to keep amateurs happy. "

The OP claims to have bought a number of high dollar items from HRO. He didn't get the service he though was appropriate.

He has every right to complain.

So IF HRO is one of the last brick and mortar ham stores, and IF they want to remain that way, they should conduct themselves in a manner where the customer isn't going to complain publicly on a review forum.

That's pretty simple. The OP isn't crazy- or lying. He didn't get the service he wanted. He's not being unreasonable. He thinks HRO should have accommodated him.

Maybe if HRO would have spent a couple of sheckles to ship priority- they'd still have thousands of dollars in business from that customer.

That's the way the market works. Don't like it... Putin has a home for you.
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W9FIB

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #46 on: December 11, 2016, 03:13:40 AM »


When these companies fail to meet the expectation of their customers- they are fair game.

Even when the expectations are unreasonable and/or are not even communicated in the first place.

I do not think the OP was being unreasonable. I've dealt with HRO previously and have gotten a callous attitude from their employees as well.

The OP characterized the communication with a manager as the following: "He basically told me that it did not matter that Atlanta had the expensive meter that I needed, that it was more important for them to make a profit than to keep amateurs happy. "

The OP claims to have bought a number of high dollar items from HRO. He didn't get the service he though was appropriate.

He has every right to complain.

So IF HRO is one of the last brick and mortar ham stores, and IF they want to remain that way, they should conduct themselves in a manner where the customer isn't going to complain publicly on a review forum.

That's pretty simple. The OP isn't crazy- or lying. He didn't get the service he wanted. He's not being unreasonable. He thinks HRO should have accommodated him.

Maybe if HRO would have spent a couple of sheckles to ship priority- they'd still have thousands of dollars in business from that customer.

That's the way the market works. Don't like it... Putin has a home for you.

He got the service he asked for. Look at it this way. Poor planning on the OPs part does not make an emergency on HRO's part. Especially when the OP does not tell HRO it is an emergency.

Sour grapes and excuse hunting because the OP assumed something, and failed to do his homework is all I see here. He didn't get the service he wanted because he did not ask for it. Do you really expect HRO to read the customers mind?

Last time I went to the HRO website, each item I looked at had a little chart that actually told me which store(s) had the item in stock. Out of the 4 items I looked at, only 1 was at the local store. But they had stock somewhere in the group of stores for the other 3 items to be able to ship right away. Isn't that better then getting a message that says it is backordered?

It is a rather simple concept...If you want it the next day, you have to pay for that service. That's how it works no matter how many times it may arrive overnight in normal channels. Every delivery system tells you that. UPS, FedEx, USPS How can it be HRO's fault when the rules are clearly stated by the shipping companies?

And also, since no stock check was done or asked for according to the OPs story, why would it not make sense to ship from a store that had both items? Customer service may have worded their response poorly, but in reality they are correct. Without a request for added services, they will do their best to fulfill the order in a timely and efficient manner that will cost HRO the least and still serve the customer in a timely manner. That is just good business sense.

BTW without bottom line profit, HRO would cease to exist. That HRO does not care about the Amateur was simply an opinion conjured up by the OP to cover the mistakes made by the OP.

Also sometimes customers expectations are beyond what is normal. Is that the fault of HRO? In a word...NO!
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73, Stan
Travelling the world one signal at a time.

K3SSB

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #47 on: December 11, 2016, 04:54:44 AM »

Oh... the humanity. How much more can the amateur radio community bear ?. My thoughts and prayers are with you OM.  :'(
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W0DLM

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #48 on: December 13, 2016, 05:51:41 AM »

Do you really expect HRO to read the customers mind?
Amazingly enough, that seems to be exactly what a lot of people expect.  ::)
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W7CNK

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #49 on: December 13, 2016, 09:17:50 PM »

HRO has always given me GRATE SERVICE ;D
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K3EY

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #50 on: December 22, 2016, 07:26:22 AM »

I have had excellent results with both HRO and DX Engineering.

Both Excellent companies supporting Amateur's needs and wants.

Being an old horse trading back when the 'Yellow Sheets" were The Thing,
I can say as an absolute truth---making a living from Amateurs one should
have a Gold Medallion hung around their neck.
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K6RQR

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #51 on: December 22, 2016, 08:17:50 AM »

Hmmm, this doesn't jibe with my experiences with HRO at all. I'm talking about the Portland, OR  store and they have been great. I once ordered a Kenwood 2 meter transceiver and it exhibited "motorboating" in the audio. I called them and they shipped a new one the next day along with a shipping label to return the detective unit. Excellent service and they have been my "Go-To" ham radio candy store ever since.
 To demean the whole HRO chain because of your questionable experience with the Atlanta store is, indeed, a whine.

Bruce, K6RQR
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KD8MJR

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #52 on: December 23, 2016, 03:05:45 PM »


When these companies fail to meet the expectation of their customers- they are fair game.

Even when the expectations are unreasonable and/or are not even communicated in the first place.
I do not think the OP was being unreasonable. I've dealt with HRO previously and have gotten a callous attitude from their employees as well.

Yes because like almost every retail store in America the employees have had it up to the Gill with impatient and spoiled customers.  It's gotten to the point were people expect you to wipe their Butt if they are shopping in your store.  Very soon the only thing left will be Online stores like Amazon and when they have the whole pie do you think the great customer service will continue?  Nope! I doubt they will even have customer service reps who answer calls, I am certain everything will be done by email and they will have so many freaking new contract clauses that it will be basically be "if we feel like refunding you or exchanging a product we do it at our discretion, if not talk to our lawyers".  Remember when Amazon would refund money if a products price dropped within a several days of you purchasing it.  That little nicety is gone.  I just lost $400 on Amazon because I purchased an item 1 week before the price dropped.  Instead of bitching I asked politely and was told the policy had changed a year ago. I did not whine, I just excepted it as my loss and moved on.

The OP characterized the communication with a manager as the following: "He basically told me that it did not matter that Atlanta had the expensive meter that I needed, that it was more important for them to make a profit than to keep amateurs happy. "

The OP claims to have bought a number of high dollar items from HRO. He didn't get the service he though was appropriate.

He has every right to complain.

Yes he has a right to complain to someone higher up in the store.  Forums should be a last resort and only if you know you have been shafted and ignored at all levels.
If we as a society keep up this petty forum revenge stuff then very soon the laws will change and start to lean a lot more towards the companies.  It's already happened with lawsuits involving customers slipping and falling in stores.  Try that one today and you better be very sure you have a case or the courts will come down on you like a sledge hammer.  It's not hard to imagine that manufactures and stores will soon start to patrol forums and seek out libelous posts and sue you for them.  Not saying that is the case with the OP but as a rule we better start to use the power of forums more wisely and not just because we are not 100% satisfied.

So IF HRO is one of the last brick and mortar ham stores, and IF they want to remain that way, they should conduct themselves in a manner where the customer isn't going to complain publicly on a review forum.

And if the last brick and mortar ham Radio store closes because of endless customer rants on forums by the 3% that are not happy campers, how will that benefit the other 97%?

That's pretty simple. The OP isn't crazy- or lying. He didn't get the service he wanted. He's not being unreasonable. He thinks HRO should have accommodated him.

Maybe if HRO would have spent a couple of sheckles to ship priority- they'd still have thousands of dollars in business from that customer.

That's the way the market works. Don't like it... Putin has a home for you.

No!  The way the market is working is that the stores close down and we get pushed further and further into an online shopping world.  As I said before if you think that Amazon and other online stores will keep the pleasant service once they have removed all the major competition, your dreaming.  Remember when Google was trying to get to the top in the early 2000's.  They used the company Motto "Don't be Evil".  When they reached the Top as you can imagine they had to drop that Slogan after it was shown that they make Freddy Krueger look like a kind hearted Soul.
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KD8TUT

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #53 on: December 23, 2016, 09:29:43 PM »


When these companies fail to meet the expectation of their customers- they are fair game.

Even when the expectations are unreasonable and/or are not even communicated in the first place.
I do not think the OP was being unreasonable. I've dealt with HRO previously and have gotten a callous attitude from their employees as well.

Yes because like almost every retail store in America the employees have had it up to the Gill with impatient and spoiled customers.  It's gotten to the point were people expect you to wipe their Butt if they are shopping in your store.  Very soon the only thing left will be Online stores like Amazon and when they have the whole pie do you think the great customer service will continue?  Nope! I doubt they will even have customer service reps who answer calls, I am certain everything will be done by email and they will have so many freaking new contract clauses that it will be basically be "if we feel like refunding you or exchanging a product we do it at our discretion, if not talk to our lawyers".  Remember when Amazon would refund money if a products price dropped within a several days of you purchasing it.  That little nicety is gone.  I just lost $400 on Amazon because I purchased an item 1 week before the price dropped.  Instead of bitching I asked politely and was told the policy had changed a year ago. I did not whine, I just excepted it as my loss and moved on.

The OP characterized the communication with a manager as the following: "He basically told me that it did not matter that Atlanta had the expensive meter that I needed, that it was more important for them to make a profit than to keep amateurs happy. "

The OP claims to have bought a number of high dollar items from HRO. He didn't get the service he though was appropriate.

He has every right to complain.

Yes he has a right to complain to someone higher up in the store.  Forums should be a last resort and only if you know you have been shafted and ignored at all levels.
If we as a society keep up this petty forum revenge stuff then very soon the laws will change and start to lean a lot more towards the companies.  It's already happened with lawsuits involving customers slipping and falling in stores.  Try that one today and you better be very sure you have a case or the courts will come down on you like a sledge hammer.  It's not hard to imagine that manufactures and stores will soon start to patrol forums and seek out libelous posts and sue you for them.  Not saying that is the case with the OP but as a rule we better start to use the power of forums more wisely and not just because we are not 100% satisfied.

So IF HRO is one of the last brick and mortar ham stores, and IF they want to remain that way, they should conduct themselves in a manner where the customer isn't going to complain publicly on a review forum.

And if the last brick and mortar ham Radio store closes because of endless customer rants on forums by the 3% that are not happy campers, how will that benefit the other 97%?

That's pretty simple. The OP isn't crazy- or lying. He didn't get the service he wanted. He's not being unreasonable. He thinks HRO should have accommodated him.

Maybe if HRO would have spent a couple of sheckles to ship priority- they'd still have thousands of dollars in business from that customer.

That's the way the market works. Don't like it... Putin has a home for you.

No!  The way the market is working is that the stores close down and we get pushed further and further into an online shopping world.  As I said before if you think that Amazon and other online stores will keep the pleasant service once they have removed all the major competition, your dreaming.  Remember when Google was trying to get to the top in the early 2000's.  They used the company Motto "Don't be Evil".  When they reached the Top as you can imagine they had to drop that Slogan after it was shown that they make Freddy Krueger look like a kind hearted Soul.

I'm not sure how to respond to this because your post seems like a long apologetic for a company that can, and should do better.

If you don't like the online economy- you don't like change. And the world has changed.

I'd put Google's activities against HRD's any day of the week. But you'll need to get specific, not speak in generalities if you want to defend your position. Be careful about that- I'm in the industry :)

The other issue that comes to mind is this incessant whining about the "poor company". Really? That sounds like a liberal whining about the last water slug on a tree in in a California bog nestled in the last undisturbed valley.

The company is not an endangered species. It has millions of dollars in assets and cash. There are other companies that do the same thing- the competition. They can (and do) cause problems for customers because tossing off a customer for $5.00 in postage is fine... as long as they can get away with it.

But they cannot anymore. When they anger a customer... the customer has the right, and obligation in my mind, to let others know.

That my friend is the free market. And these days customers have the same potential to impact a company as the company itself.

Companies know this, and should act accordingly.
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WB4IVF

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #54 on: December 25, 2016, 07:20:57 AM »

Sorry, but placing an order on a Wednesday and expecting to have it delivered by that Friday without specifying that he needed it on that day is indeed unreasonable.  As it was, he got his meter in 4 business days, which on the other hand is reasonable.    The op got what he had ordered in a timely manner.  His disappointment is not HRO’s fault. 

Howard
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KD8TUT

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #55 on: December 25, 2016, 10:49:34 AM »

Sorry, but placing an order on a Wednesday and expecting to have it delivered by that Friday without specifying that he needed it on that day is indeed unreasonable.  As it was, he got his meter in 4 business days, which on the other hand is reasonable.    The op got what he had ordered in a timely manner.  His disappointment is not HRO’s fault. 

Howard


Santa does it... and there's no charge either.

So there!
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Putting a Shatnerologist in a room full of ordinary people is like putting a velociraptor in a room full of wiener dogs.

VE3TMT

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #56 on: December 25, 2016, 12:33:42 PM »

He basically told me that it did not matter that Atlanta had the expensive meter that I needed, that it was more important for them to make a profit than to keep amateurs happy. 

I doubt very very very much that the manager said that at all.
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VE3TMT

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #57 on: December 25, 2016, 12:36:21 PM »


When these companies fail to meet the expectation of their customers- they are fair game.

Even when the expectations are unreasonable and/or are not even communicated in the first place.

I do not think the OP was being unreasonable. I've dealt with HRO previously and have gotten a callous attitude from their employees as well.

The OP characterized the communication with a manager as the following: "He basically told me that it did not matter that Atlanta had the expensive meter that I needed, that it was more important for them to make a profit than to keep amateurs happy. "

The OP claims to have bought a number of high dollar items from HRO. He didn't get the service he though was appropriate.

He has every right to complain.

So IF HRO is one of the last brick and mortar ham stores, and IF they want to remain that way, they should conduct themselves in a manner where the customer isn't going to complain publicly on a review forum.

That's pretty simple. The OP isn't crazy- or lying. He didn't get the service he wanted. He's not being unreasonable. He thinks HRO should have accommodated him.

Maybe if HRO would have spent a couple of sheckles to ship priority- they'd still have thousands of dollars in business from that customer.

That's the way the market works. Don't like it... Putin has a home for you.

He was assuming the order would arrive on time. He did not specify priority delivery, which maybe he should have. I am a purchaser for a company that ships product to over 45 countries worldwide, and many times my suppliers will ship product from another warehouse if back ordered at the main warehouse. No big deal.

Stop whining over nothing.
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KD8TUT

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #58 on: December 25, 2016, 12:50:26 PM »


He was assuming the order would arrive on time. He did not specify priority delivery, which maybe he should have. I am a purchaser for a company that ships product to over 45 countries worldwide, and many times my suppliers will ship product from another warehouse if back ordered at the main warehouse. No big deal.

Stop whining over nothing.

First, Happy Holidays....

Second:

Look if you want to be a snowflake corporate justice warrior that's fine with me. You are welcome to your opinion.

Though, customers when unhappy have the right to complain. Free market.

It's not me who is whining :)
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Putting a Shatnerologist in a room full of ordinary people is like putting a velociraptor in a room full of wiener dogs.

NN2X

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RE: HRO DOESN'T CARE ABOUT THE AMATEUR, JUST BOTTOM LINE PROFIT
« Reply #59 on: December 25, 2016, 04:44:45 PM »

I had good experience with HRO...Yes, all businesses need to make money...I deal with the folks in Plano, Texas, they all good, and add consultative sales, which is great...As of a matter of fact WW9W. Robert Evans, highly technical, and great sales person..

I have deal with DX Engineering, another great folks...Like them as well..

It is Christmas time...Merry Christmas!

Best

NN2X..
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