My name is Dan and I am a rep here at Botach Tactical.
I have been reading the complaints here on the forums, and I want to let everyone know we are taking an agressive, pro-active approach to improving our customer relationship.
To demonstrate our seriousness, we encourage all previous customers who have had grivences with orders to contact me directly at:
[email]dan@botachtactical.net[/email]
Since we have taken this approach, numerous customers have been helped.
I am posting this to prove to our customers (and future customers) that I do care to rectify issues that may arise, and personally see to it that orders are completed to fruition.
Please call/email me right away-I am here to help!
Thank you for posting Dan. I made my first purchase from Botach this Christmas and feel that what I got was at a great price and it was delivered quickly as advertised. If you can truly fix any existing problems and quickly remedy all future problems when they arise, I am sure you will get more business from the M4C crowd. It has been written here many times that what makes a good company isn’t a perfect track record, but how the company deals with the problems. GREAT customer service will keep people coming back. Good luck to you.
One thing I did do before ordering was click on the live help button at the top of the web page. The first time I did this the item that was “in stock” according to the website was actually out of stock when the CS rep checked the inventory. Nothing is more frustrating than going through the process of purchasing something and then receiving an email saying that it is backordered or canceled.
As theJanitor was saying, your site should be up-to-date as far as an items status goes. If every customer had to use the live help process before ordering, you would need to hire a lot more CS reps to respond to the inventory questions.
Wow, its been less than an hour, and I am very happy to see people taking up on our offer to assist customers past and present.
My reccomendation for smooth, quick shipment of items is to contact us to verify stock on items. Contact me personally at dan@botachtactical.net because I sit directly in the warehouse and can check stock in an instant.
Our contact numbers are 323-294-5555 and 323-293-7770
However, I implore everyone to reach me via email. Sometimes we are flooded with calls, and occasional calls don’t get through. Email is the most efficient method for communication with me.
I have heard from credible others that Botach is trying to rehab their image. As you go about the process, know that you will receive credit where credit is due, and otherwise, as it is also due.
Is it your intention to serve as a primary POC for M4C member orders? Having a single, helpful, go-to guy will surely help. If there aren’t other fixes in the works, though, you’re only one spoke in the wheel.
My biggest complaints:
Web order interface doesn’t include stock status info, allowing backorders.
CS staff varies widely…ranging from great to rude.
Inquiries are not responded to in a timely fashion, or at all.
Hold times for telecomm are excessive.
Calls are rerouted endlessly to different departments as they pass the buck.
I have had both excellent and astonishly bad experiences with Botach. None of the problems above are unique to Botach, but the consistentcy with which they materialize has become the stuff of legend.
Nonetheless, I wish you well in your efforts. We’ll see what time brings.
In my opinion, fixing this could effectively solve most of the other problems. If the customer can easily see on the website whether or not something is in stock without having to call ahead before they order (or after to make sure it is coming), they will be a lot happier.
Also, if the item isn’t in stock, it would be nice if there was some sort of note with an estimate of when it will be back in stock so a customer can make an informed decision as to whether or not they want to wait or try ordering from somewhere else.
And if estimates are provided, they need to follow the strategy of “under promise, over deliver.” An example of this is the posted wait times for the rides at Disney theme parks. The sign will say to expect a 20 minute wait in line, but in reality, the wait will usually be only 10 minutes. This is makes a pleasant surprise for the people in line, and assures people aren’t irritated by having to wait longer than they expected.
While delays happen occasionally and are understandable, there is nothing more irritating than being told to expect an item in 2 weeks and getting it in 4. I would much rather be told to expect an item in 6 weeks and receive it in 4. I hope this makes sense.
If Botach starts doing business they way I’ve suggested and keeps the prices down, I will definitely become a customer again. Otherwise, I will continue to do business elsewhere.
Thanks for posting here. I used to live in So Cal and was big fan of Botach for many years. Then it seemed as if there was a noticeable slip in CS. I hope to see you get things fixed and for Botach to be another “go to” company when someone needs something.
I’ve had two dealings with BT, one great, one bad.
The first one went smoothly and quickly.
The second one, and last one, went poorly. I ordered an item, and was never given an out-of-stock notification. After a while, no shipping confirmation was given either. After contacting someone with CS, the lady I spoke with couldn’t tell me if the item was in-stock or not, so I cancelled it.
There’s only one on-line dealer that I can absolutely and authoritatively put my unwavering trust in, and that is Grant. In Grant I trust. The only problem with this is running into an item I want that he doesn’t carry. In this case, everything quoted in this post becomes king.
If an item is back-ordered, or drop-shipped only, I don’t want to mess with it. I wanna know, if that puppy is on hand.
I believe the real-time inventory/web ordering synchronization will be the biggest key to improving the company’s reputation and delivery accuracy. It will relieve the pressure on the phone system, the CS reps, the LiveChat support people, etc. Systems like BravoCompany’s have served our communities well, and have become the level of efficiency and accuracy that we now expect. They are high standards, for sure.
Dan, even if the suggestions put forth are not in your area of responsibility, we can all appreciate the effort and up-front attitude your bringing to the table. I will place an order soon.
Glad to see a company taking things serious. It takes a lot to step up and deal with a problem instead of just ignoring it. I’ve always had great service with Botach, but its nice to see that they want to deal with the few problems that have come up.
I have heard and been to Bo-tach’s website and looked at thier prices, but because of poor customer service complaints and slow shipping/ out of stock issues discovered after the order was placed, I have never ordered from you.
It’s good to see you guys are making an effort and little stuff like communications as you are doing now really go a long way towards bringing me in as a customer in the future.
The real time inventory feature is really important to me. I could call, but my schedule does not always permit it, and more often than not I end up ordering stuff after 10PM.
