Tracker Consumer Relations Dept. - DOH!

[dwhite1031]

Phone conversation with Tracker Consumer Relations Rep today:​

Rep: "Tracker"​

Me: "Is this customer service?"​

Rep: "Yeah"​

Me: "Okay, I need some info and I hope you can help me"​

Rep: Silence​

Me: "Hello?"​

Rep: "Yeah?"​

Me: "I wanted to be sure I hadn't lost you"​

Rep: Silence​

Me: "Okay.....I recently bought a Tracker Pro 16 and have a question about the battery"​

Rep: "Okay what about it?"​

Me: "Is it supposed to be a dual purpose battery or a cranking battery? Your web site shows it comes with a dual purpose but the boat was delivered with a cranking battery."​

Rep: "Sigh....have you called your dealer?"​

Me: "No Ma'am, I wanted to check with you as the manufacturer first that published the specs on your web site, to see if this is correct or something my dealer can correct if it's the wrong battery."​

Rep: "You need to call the dealer."​

Me: "Do you not have the specs available for your boats there on your computer or something?"​

Rep: "No"​

Me: "Do you have a computer in front of you?"​

Rep: "Yeah but it doesn't have any of that stuff on it. I guess I could find someone that might know about it."​

Me: "Ma'am, you mean to tell me that Tracker, a leading boat manufacturer, doesn't have any of their watercraft information on the computers for their customer service reps? How are you supposed to assist customers?"​

Rep: "You will probably have to call your dealer."​

Me: "Okay, I'll do that. What's your name?"​

Rep: "Racheal"​

Me: "Racheal, do you have a supervisor?"​

Rep: "Yeah but he's gone to lunch."​

Me: "Thanks for everything Racheal."​

Rep: "Uh huh." Click​

Called dealer, they checked "chart" that shows what battery Tracker says they put with what boat. And turns out this one comes with a cranking battery and not the dual purpose as listed on their web site or the specs in their brochure......... But dealer has been very helpful and can't complain about the service so far.​

I have just finished writing a letter to Tracker about this experience. I just hope "Racheal" doesn't open the mail also........​

 

[capt sam]

Re: Tracker Consumer Relations Dept. - DOH!

My thought is that you went and applied for the job, accepted it and cash the checks, you need to do a good job. I understand what Bubba is saying but I think too many people are using low wages as a reason to perform poorly, Rachael may have cost her company a future customer plus the untold others that will read this, do your job or quit, no-one is holding a gun to your head.

 

[Silvertip]

Re: Tracker Consumer Relations Dept. - DOH!

Amen Capt Sam.

 

[windsors03cobra]

Re: Tracker Consumer Relations Dept. - DOH!

I always kinda thought Tracker was owned by Mercury Marine I just googled Tracker up and they have a bunch of brand and owned by Bass Pro Shoppes ? :redface:
Anyway what a horrible experience you had there I would be very angry and also dumbfounded but some folks/workers/employee's are just lazy and ignorant so what else can we say ?

I was glad to learn Mercury didn't own Tracker but did see Tracker was laying people off all over the fruited plain. Sure Mercury is too........

 

[JB]

Re: Tracker Consumer Relations Dept. - DOH!

Did Rachael have a south asian accent? Does anyone other than Garmin (and Wal Mart) have local Customer Service??

I have never had a problem with Wal Mart Customer Service. The idea that they "pay horrible" is purely relative and mostly myth.

 

[dwhite1031]

Re: Tracker Consumer Relations Dept. - DOH!

Did Rachael have a south asian accent? Does anyone other than Garmin (and Wal Mart) have local Customer Service??

Nope, sounded like the "girl next door". I did get a mental picture of her painting her fingernails or reading The Inquirer while she was on the phone with me though.......

 

[ezmobee]

Re: Tracker Consumer Relations Dept. - DOH!

This is just one of the many reasons why I have absolutely no interest in any boat brand they sell at BassPro....