I've started doing a little riding again over the past year. Mostly with the Texas Vintage Racing Club (TVRC) guys so I can go slow without embarrassing myself too much. And I've been jonesing for the Fox 40 Year Limited Edition gear ever since I saw it. Just perfect for the vintage crowd.
Every year, my wife and I usually pick out our own gifts and then give them to each other to wrap, put under the tree, etc. That way we both get exactly what we want. So, I ordered the gear from BTO for my 'present' this year. It was getting hard to find and it was clear it wouldn't be long before it would be unobtainable. I also optioned to have them letter the jersey for me. All set. Just waiting.
Well, the next day I received a confirmation email from them including the phrase "please review the attached order confirmation and let us know ASAP if anything is wrong.". Well, I check it out and, WAIT, they have my number wrong. They had 77 and I'm 177. I go back and look at the order form on their site and it says '177'. So somewhere between 'Submit' and sending the print job out someone dropped a digit.
I immediately called them. I told the guy that answered what the deal was. He was cool and assured me it hadn't been printed yet and that he would take care of it. WHEW. Disaster averted.
A week later I get a UPS shipment notification. Perfect. Eager anticipation. Shortly after that (within minutes) I get an email from Eric Wolf at BTO. Basically to the effect of, "We just realized that your jersey was printed with the wrong number. And that was the last 40 Year LE we had in that size. Really sorry. Don't know what you want us to do. We'll be happy to refund your money.".
Well, I did kind of lose it. After all, I had called and been assured the typo would be fixed. And now I was basically back to square one with time running out (this was on the 10th). So I replied with, ummm, well, long story short, "You did WHAT? WTF? After I called to make sure it would be right? You screwed it up. I expect you make it right." Included some links to competitors that showed they still had some in stock in different places. (I didn't cuss em out too much.)
I half expected a fight or upturned palms and a shoulder shrug. THey were not going to make their margin on this deal. A lot of people will simply bail and cut their losses.
Surprise! Eric replied that he understood perfectly. He asked for some time to try to line something up with his Fox rep.
Well, guess what I got today? The right jersey PLUS a bunch of BTO swag! (Pics in next post from my phone)
Awesomeness. Can't thank Eric or BTO enough for making it right! And whoever else that helped. Those guys rock. Straight up! Recommended. read more