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View Full Version : Failing Grade on Segway/Customer Communication



JB
12-11-2002, 07:46 PM
It must be that Segway is so large and impersonal that no one there can respond to email communication with customers. I sent repeated emails to them asking & pleading to NOT send the special order confirmation print, as the Segway is (was) to be a surprise gift. Not only did I not receive any reply or acknowledgement from anyone there (whomever sent me the first email) theywent ahead and sent the print. This was really going to be a special occasion to surprise my wife with the Segway. It is sad and disappointing to experience such a low level of customer service -and they don't yet even have any private customers - I can't imagine what to expect once I am an owner - it is tempting at this point to to forfeit the deposit just to avoid any future dealings with that organization.
I sent Segway this message, and still no response from anyone!!



hodgepoj
12-11-2002, 07:54 PM
It's too bad, JB, that you couldn't have ordered it from a different address, such as at work. But all the other contributors to this forum seem to think the company is right up there next to Ted Williams.

Dr. Paul O. Johnson
Senior Exhibit Developer
The Science Place
Dallas, Texas 75210
Blinky
12-11-2002, 08:08 PM
hodgepoj writes,
quote:It's too bad, JB, that you couldn't have ordered it from a different address, such as at work. But all the other contributors to this forum seem to think the company is right up there next to Ted Williams.
I don't see what the perception of how the members on this forum view the Segway-HT or Segway LLC has to do with JB's circumstance, or what it has to do with our opinion regarding Segway's customer relations department. Did I miss something?

JB, sorry to hear about the lack of communication with Segway LLC to your request. That would have been a wonderful gift and you should be commended for your efforts. Your wife knows how you feel about her and and that should be sufficient. I would be upset too, but it is not the end of the world.

Congrats on your purchase of the Segway-HT. I hope you and your family enjoys it!
JB
12-11-2002, 08:24 PM
During the entire ordering process, there (was) is no mention of being sent a print - only afterwards with an email from Segway. My overarching point is that even from mega corporations (AT&T, GM, IBM, etc) I have received live telephonic and/or quick email responses.
pt
12-11-2002, 08:30 PM
quote:Originally posted by JB


It must be that Segway is so large and impersonal that no one there can respond to email communication with customers. I sent repeated emails to them asking & pleading to NOT send the special order confirmation print, as the Segway is (was) to be a surprise gift. Not only did I not receive any reply or acknowledgement from anyone there (whomever sent me the first email) theywent ahead and sent the print. This was really going to be a special occasion to surprise my wife with the Segway. It is sad and disappointing to experience such a low level of customer service -and they don't yet even have any private customers - I can't imagine what to expect once I am an owner - it is tempting at this point to to forfeit the deposit just to avoid any future dealings with that organization.
I sent Segway this message, and still no response from anyone!!


http://www.bookofseg.com
pt
12-11-2002, 08:32 PM
i've never had any problems or issues with segway, and have emailed / spoke with them many times.

saying "failing grade" is a little over the top.

since you bought it and the package came to you, what is the big deal?

cheers,
pt

quote:Originally posted by JB


It must be that Segway is so large and impersonal that no one there can respond to email communication with customers. I sent repeated emails to them asking & pleading to NOT send the special order confirmation print, as the Segway is (was) to be a surprise gift. Not only did I not receive any reply or acknowledgement from anyone there (whomever sent me the first email) theywent ahead and sent the print. This was really going to be a special occasion to surprise my wife with the Segway. It is sad and disappointing to experience such a low level of customer service -and they don't yet even have any private customers - I can't imagine what to expect once I am an owner - it is tempting at this point to to forfeit the deposit just to avoid any future dealings with that organization.
I sent Segway this message, and still no response from anyone!!


http://www.bookofseg.com
axiotek
12-11-2002, 08:34 PM
quote:Originally posted by JB

During the entire ordering process, there (was) is no mention of being sent a print - ...

from the amazon site "Special Holiday Offers: Hand-numbered collector's print, perfect for holiday giving, delivered now with each deposit."

http://www.amazon.com/exec/obidos/tg/detail/-/B00007EPJ6/ref=segway_tn_left/102-0661400-8856150
pt
12-11-2002, 08:39 PM
if you -really- read the page you have seen the print information. i just checked, it's there.

someone's getting a "failing grade" for careful reading ;-]

be happy, this is _the best gift_ in the world, welcome to the forums. maybe chill on that type of post though.

cheers,
pt

http://www.bookofseg.com
Brooster
12-11-2002, 08:42 PM
I'm sorry to hear that, JB. I'm pretty sure it does say right in the Amazon.com page that every person who orders one will receive a print.

Segway's not at all a big corporation ... it's only somewhere between 150 and 200 people, and they're probably feeling the stress of ramping up and releasing a completely new product. I know it's probably a disappointment to have your surprise blown like that, but I hope you'll go ahead with the purchase. JB, I've ridden the Segway, and it's an incredibly cool technology. I know you and your wife will be pleased.

I've had a couple of minor glitches ... an invalid contest code, and the exact opposite of the problem you've had ... I'm still waiting for my print. Segway has bent over backwards in both instances to do whatever they can to help. As a matter of fact, I just got a phone call from someone at Segway about an hour ago about the missing print. I honestly think they want to do the right things and do their very best to make their customers happy.

Sorry again about your experience. When Segway reads your comments here (and they will), I'm sure they'll feel bad about it and wish they could have done better for you. Sometimes e-mails are overlooked and people make mistakes. It happens to all of us.

I hope you'll give them a chance to make you happy with a great product.

Broo

Brooster
GlideMaster
12-11-2002, 08:57 PM
Hi JB, sorry to hear about your negative experience with Segway LLC. I must admit that I've been communicating with LLC Since about Sept. and have had nothing but excellent service. I'm sure it will improve. Just give them a chance. Till then Enjoy The Glide.

<center>Ahhh The World of Seg, and a good world it is.

Have Seg Will Travel

REMEMBER:
Responsible Riders Ride Segway
and
Segway Riders Ride Responsibly

Segway, The Mind Changer</center>




quote:Originally posted by JB


It must be that Segway is so large and impersonal that no one there can respond to email communication with customers. I sent repeated emails to them asking & pleading to NOT send the special order confirmation print, as the Segway is (was) to be a surprise gift. Not only did I not receive any reply or acknowledgement from anyone there (whomever sent me the first email) theywent ahead and sent the print. This was really going to be a special occasion to surprise my wife with the Segway. It is sad and disappointing to experience such a low level of customer service -and they don't yet even have any private customers - I can't imagine what to expect once I am an owner - it is tempting at this point to to forfeit the deposit just to avoid any future dealings with that organization.
I sent Segway this message, and still no response from anyone!!
jgrohol
12-11-2002, 10:22 PM
I'm sorry to hear it too. For what it's worth, if you ever have a customer question or inquiry, you are welcomed to email me at webmaster@segway.com as well and I'll try and direct your inquiry to someone who can help you. While Brooster hit the nail on the head, it's still no excuse for not providing the high quality customer service everyone deserves.
RobbW
12-12-2002, 01:07 AM
Ooh Segway Webmaster!!! Drooool!!

Now THAT is a cool job. =)

I'd have to think that if you pitted the Segway Webmaster against a variety of superheroes, the Segway Webmaster would win a decent percentage? Well, at least against Aquaman?!?

All hail the Segway Webmaster!!

RobbW (currently eating a Tommy's Chiliburger w/ extra chili in larger-than-life Santa Clarita CA!)

P.S. Not to take away from the thread topic, I'm sorry to hear about the probs JB, and hope you guys have a wonderful holiday anyway knowing what a great spring you have to look forward to!!