I've known Simon since the early days of kite surfing in this country. He's a top bloke and I expect he will be doing the same excellent job for PX/OO as he does for Best.
So was Simon brought in as the STW customer services manager?
I'm glad Simon has decided on his new role at Planet X looks like we could be on for some very non pc / diplomatic responses from the new customer services team
STW customer services manager, if only such an attractive post existed at PX. Imagine the number of applicants we'd get for that role.
"Wanted, online customer services operative. Must be able to dodge lethal bullets and pull magical customer services saves out of the ether with next to no physical support. An understanding of herd mentality, thick skin and ability to walk the tightrope between outright disaster and barely satisfactory outcomes a must."
Like I said, I'll try to help out wherever I can, I can't promise anything but I'll do my damnedest to help out and I'll be doing it on my own time. The 'STW massive' isn't part of my role but I want people to receive the best service possible from PX/OO, I'm enthused about what we can do at PX/OO and I want customer's experiences of PX/OO to be as positive as possible.
That's it in a nutshell.
able to dodge lethal bullets and pull magical customer services saves out of the ether with next to no physical support. An understanding of herd mentality, thick skin and ability to walk the tightrope between outright disaster and barely satisfactory outcomes
I should add that to my linked in.
able to dodge lethal bullets and pull magical customer services saves out of the ether with next to no physical support. An understanding of herd mentality, thick skin and ability to walk the tightrope between outright disaster and barely satisfactory outcomes
Does this statement not say more about PX/OO customer service, than the stw massive.
The 'STW massive'
I don't know why, but I really dislike that phrase.
As such, and stealing from crows, I would like to offer the alternative of a 'murdered out of STW'ers'.
.D
All we need is a gangster esq twisted fingered hand signal. Aaaayyyeee.
Then some of you think that is bad ??? Sounds good to me esp as its the same product
Wasn't the issue that non EU helmets didn't have the right standards so weren't the same? IIRC some of the road helemts are different in different teritories, whereas the MTB ones are more overbuilt to pass any test?
As such, and stealing from crows, I would like to offer the alternative of a 'murdered out of STW'ers'.
I prefer the term "Flange of STW'ers", it encompases the whole spectrum of IT monkeys, "look at me" arses and ****s whilst paying homage to the middle classness and "things were better in the old days" with the Monty Python reference.
I would like to offer the alternative of a 'murdered out of STW'ers'.
Seems more like a Jury sometimes 😉
Simon? I think we've spoken a couple of times over sizing/my road bike. I think keeping an eye on forums is noble but you risk being mired in a disagreement/argument/anything you say being misconstrued.
Pitchfork of STWers?
hora - Member
Simon? I think we've spoken a couple of times over sizing/my road bike. I think keeping an eye on forums is noble but you risk being mired in a disagreement/argument/anything you say being misconstrued.
You don't know who you are dealing with....he is the Jedi of forum repartee, engage him at your peril....
He sounds very entertaining. We should all start buying more stuff from PX to see how he handles the customer or corporate cock-ups. 🙂
I hope I didn't give the impression that I may be 'down with the kids', down with the grandkids perhaps!
Hora, I hear what you say and it mirrors my own feelings, but I figure there's more to be gained in terms of customer satisfaction than there is lost in terms of the occasional mauling I'll receive. We'll see what happens.
Somewhere in South Wales, I think, but I don't have OS maps. It's not my favourite area,y'know.
Personally as a company manager/owner I'd be very wary of an employee (and a new one at that) attempting to unofficially represent the company on an open forum in matters of customer service, without my authorisation. I hope you plan on seeking some.
From a forum perspective accounts sometimes used to represent the views of a company/ seek feedback is usually a good thing but probably should be openly labelled as such - I'm sure a mod could alter the bit that says 'member' next to the user name.
I'm sure a mod could alter the bit that says 'member' next to the user name.
Hopefully it will still be a euphemism for penis though, to keep with the theme.
The 'STW massive'
I don't know why, but I really dislike that phrase.
Judging by the number of weight loss threads on here, it's accurate...
I have just purchased £435.74 worth of equipment from OO. I didn't need any of it and I ensured all the goods were low stock items (less than 4)
Should be a bloody good acid test 😆
Get ready
Personally as a company manager/owner I'd be very wary of an employee (and a new one at that) attempting to unofficially represent the company on an open forum in matters of customer service, without my authorisation. I hope you plan on seeking some.
Exactly. Any argument, every word can be used back. Anything else that you post on a different topic can be 'is that also PlanetX's opinion'?
Its too much of a minefield. Richie from silverfish and a chap from Fishers had/have the best approach- dip in when spot a comment with 'can you mail me' etc. Thats it. No discussions or posts that can leave you open to open-ended attacks.
I reckon this sq225917 character is just Brent using a different log-in.
He's realised that he irreparably damaged the brand with previous forum posts so they've cooked up this "Brant Quits/Squiggle is the Online Saviour of On-One" routine...
Convert, thanks for the concern. I'm offering STW members the chance to get the same answer they'd receive if they came into the Sheffield showroom, or phoned customer service to make an enquiry about product, their accounts or the status of any order.
That's my role, I'm just saving people a trip or a phone call.
I'll certainly be continuing to use swear words in my none PX posts and generally act like a child and throw my toys out of the pram when suitable.
I think something in your profile should indicate your role and who you represent - currently it looks like you run a surf website.
I want people to receive the best service possible from PX/OO, I'm enthused about what we can do at PX/OO and I want customer's experiences of PX/OO to be as positive as possible.
So... what is the difference between on one and Planet X?
Convert, thanks for the concern. I'm offering STW members the chance to get the same answer they'd receive if they came into the Sheffield showroom, or phoned customer service to make an enquiry about product, their accounts or the status of any order.That's my role, I'm just saving people a trip or a phone call.
My concern was not for you, but your employer.
Just to be clear, unless you are representing your employer in an authorised capacity but are clearly publicising your relationship you are always just a few mouse clicks away from a gross misconduct/ company into disrepute charge and a p45, no matter how well intentioned.
I'll certainly be continuing to use swear words in my none PX posts and generally act like a child and throw my toys out of the pram when suitable.
which makes it worse.
To be honest, in your situation, I'd stay well clear.
Although at the end of each post you could sign off
'Surfs up'
"Brant Quits/Squiggle is the Online Saviour of On-One" routine...
If only there was a way to work out which one was the evil one...
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I reckon this sq225917 character is just Brent using a different log-in.He's realised that he irreparably damaged the brand with previous forum posts so they've cooked up this "Brant Quits/Squiggle is the Online Saviour of On-One" routine...
It's so not the case.
kudos - MemberHe's realised that he irreparably damaged the brand with previous forum posts
What a load of pish 😆
Brant - is it true that you've left On-One/PX to finally make the dropper post you promised years ago? 😉
What a load of pish
Really? I seem to remember a lot of forum dwellers vowing never to spend money with the company after Brent basically told a customer that he couldn't give a monkey's toss about a just-out-of-warranty frame failure on a model that was beset with problems.
Maybe my memory plays tricks...
Jamie - brilliant! 😀
And that "irrepairably damaged the brand"- a few grumpy people on singletrack? 😆 We are not the bike industry. There wouldn't be a brand without Brant, full stop but by all means ignore the smooth and obsess about the rough.
What's damaged the brand ime is casual dishonesty and that's not come from Brant- it became a problem when he left.
Kitesurfing, yeh, that's my previous employer, I was marketing director there for 7 years.
WackoAK - Member
Brant - is it true that you've left On-One/PX to finally make the dropper post you promised years ago?
POSTED 16 MINUTES AGO # REPORT-POST
I'll have another go at that. The one that actually drops.
and where's my monsterpetamine eh?
Kitesurfing, yeh, that's my previous employer, I was marketing director there for 7 years.
And what's your role now at p-x? Are you part of customer services, and posing as a company representative?
As other have said, since you're new to the company it might best to use an account which indicates that you're actually an industry rep.
Brant left On One to reform his band REM
Brant
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Michael Stipe out riding before a gig:
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I'll have another go at that. The one that actually drops.
Hmm, for most it seems to be the getting it up bit where the issues normally come.
Hmm, for most it seems to be the getting it up bit where the issues normally come.
It's an age thing.
This smacks of damned if you do damned if you don't!
Back to the collective for STWers I would like to offer up:
loveliness as in the collective noun for ladybirds.
A loveliness of STWers. 😆
An entitlement of STWers.
[i]An entitlement of STWers. [/i]
Is this the official PX/OO point of view?
[edit] brant 'got away' with stuff because he had a 'face' and had been on here, like, forever. The danger of mixing your personal point of view and customer service role is that people won't understand where the line is to be drawn between the two.
[edit] brant 'got away' with stuff because he had a 'face' and had been on here, like, forever. The danger of mixing your personal point of view and customer service role is that people won't understand where the line is to be drawn between the two.
Indeed. Brant earned the right to call us all ****s. 8)
What's damaged the brand ime is casual dishonesty and that's not come from Brant- it became a problem when he left.
What damaged the brand was constant comments on forums (and yes, Singletrack is pretty much the go-to place for information about mountain biking - I don't know a single rider that doesn't frequent this forum) about poor customer service, poor product quality and poor warranty handling. This was compounded by 'loose cannon' Brant and his not-very-PR-savvy approach.
He seemed to adopt a much more structured, customer-friendly attitude after the last debacle, but it's no surprise to me that he's been moved/sacked/resigned/whatever and replaced with a slightly less volatile mouthpiece.
PX/O-O struck very lucky in that one of their first models, for reasons completely at odds with logic, won something of a cult following - particularly on this forum - and they've all but demolished that in recent months.
I would imagine a conversation has taken place regarding damage limitation and rebuilding that following on this forum and this Squiggle chap has been given the unenviable task. I think that's what's known in rugby parlance as a "hospital pass"!
And what's your role now at p-x? Are you part of customer services, and posing as a company representative?
aag, just seen my typo in earlier posting. Was meant to be[i] ' [b]posting[/b] as a company representative.'[/i]
Hopefully not a freudian slip, may have come across as a bit rude. 🙂
