Hi Gang

I received the wrong pontoon boat again. Here is the letter I email his admin to give to him.

Dear Bass pro shop

This email was to compliment the wonderful service I received when I bought a pontoon boat on January 25th via online. Note this was the first thing I have ever bought over the internet. The boat was shipped on the 26th and I received it on the 30th. Your team was wonderful about the way they followed up by called me to comfirm my address and sent emails with shipping info "KUDO's" to them. The service I received made me looking forward to getting back online to order a trolling motor and a fish finder and of course misc stuff for my new pontoon boat, I even joined a floatube club in my area.

Then after I opened the box and found I received the wrong boat. They had sent me a older version and I ordered the 2001 model shown in the Bass Pro 2001 spring catalog. Note there is a difference between to models because two of my fellow fisherman have the 2001 model and the older model. And I have no problem with returning the boat and receiving a replacement. Called 800 line the next morning Jan 30th, spoke with a Ben Russel who asked me a few questions about what I received and said he would have a look into my problem and get back with me. Also note I have been in customer service for 25 years in the high tech Silicon Valley area and get back to my customer the very same day. I took me a few calls three days later to track Ben down. He told me he had the warehouse guys open a box of the new pontoon boats and saw the difference. He said he would ship the replacement but the very next day.

I thought I would get the same delivery responce as last shipment, but I did not. I called back the following thursday to find the box was between the shipper and the warehouse and could not change shipping per Mary Grob. She gave me the tracking number and I checked UPS via website and found that this tracking number was not valid. I called back that friday and was told by customer service person Terry that the box was still in the warehouse and had not shipped. I had planned a fishing trip with my new club but had to cancel due to I did not want to use the boat that was sent because I could not return it. So the weekend left me very disappointed. I finally received the boat on Feb 14th and when I opened the box and received the WRONG BOAT AGAIN!!. I'm hoping that this problem will be handled in a timely manner.

Best Fishes
Gene Gonzales
San Jose Ca

So what's your point? Are you hoping that you'll divert some business from them? I'm sorry you experienced some goof ups. Fortunately, I have had nothing but great service from them so far. Buying from anybody but a retail store does come with consequences--you can't just walk back in there when something goes wrong. Hope it's solved soon, maybe they'll comp you in some way.

If you have any more problems I'd write another letter with something to the effect of "I would appreciate anything you could provide me with for my inconvienence to increase my customer satisfaction which is currently waning." Put this somewhere near the end of the body of the letter and it may get you a discount or something along those lines. In a similar circumstance it got my grandfather a $50 credit after twice recieving the wrong trolling motor (he wanted a power stowing one not manual, for his back).

Tight lines,
Wade

Tight lines,
Wade

I'm not sure it's right to spread bad word about a company that makes a mistake once, but repeated mistakes and repeated poor customer service should be made known. I've ordered from an online rod building company called Mudhole.com twice and each order had MULTIPLE problems with it. They have awesome prices, but that's not all that counts in this business. I feel I've given them more than enough chances to do things correctly (multiple times with each order) and they were unsuccessful each time. They lost a good customer.

As for bass pro, I've had some minor problems with products I've received, but they have all been remedied immediately by helpful customer service. I can definitely see how you would be disappointed with their service after that experience. You seem to have handled it well and with civility and I hope you get your order soon. Good luck.

TL,
Adam