7 replies to this topic

[Lamarr]

Beware of ByFormica fellow ant keepers!!!
If you are considering to shop anything from ByFormica, you should read this first and choose if you would want to support this kind of business behavior. This is not an isolated incident.

docs.google.com/document/d/1gbf_MPB_SMJJ...ading=h.omppgfr16w3t

[Tpro4]

wow RIP

[drtrmiller]

Thanks for the free publicity!

There are far better uses of my time than to respond to this nonsense complaint.

Edited by drtrmiller, August 21 2015 - 12:33 PM.

[AntsTexas]

Thanks for the free publicity!

There are far better uses of my time than to respond to this nonsense complaint.

i'm thinking about saving up my money and buying one of ur products!! 

[ctantkeeper]

jeez, in your defense drtmiller, you helped that guys as much as you possibly could and even gave  him a full refund. i also had rust water in my bad, but it was VERY easy to clean. 

[Pulliamj]

I think you responded very well. Answering all questions and concerns as well as possible. My only criticism would be the cursing lol. Some people need it trust me I know but it's not good to ever curse customers. Some customers can't be satisfied no matter how hard you try. This interaction has no negative impact on future purchases with you. You honestly tried to make it all right good job.

[prettycode]

Lamarr, what's striking to me, after reading the entire chain of communications, is how much of this man's time and energy you were demanding--and were given. drtrmiller reached an abrupt breaking point, but it took him a looong time to get him there.

This is a human being, with a small business, making very little if any money--NOT a Nordstrom or Amazon or a Fortune 500 company selling you a Lamborghini. And he's personally responding to your every question, nonstop for over a month.

With all due respect, I think the scrutiny under which you placed byFormica was unreasonable.

Upvote in DEFENSE of drtrmiller. I'm a repeat customer and can't say I've had a single experience that's been anything but great! We're lucky to have his products, his expertise, and his active engagement in the online communities.

Edited by prettycode, August 24 2015 - 7:22 PM.

[john.harrold]

Ok I've read through the entire exchange. First, I'm not really sure what Lamarr's initial problem was with the GroTube XL. I became frustrated pretty early on when he went back and forth on which method to use when returning it (UPS or USPS). Most importantly, I think Terry was patient --- more patient than I would have expected. 

 

The only actual issue was probably the mesh that became detached in the replacement. Given the timing of the emails, I'd assume Terry sent it out before he identified this issue with his own internal testing. But again, I'd place part of this on Lamarr given how he kept pushing to have the GroTube HS sent to him. I think Terry probably should have just given him two options: Either take an XL or wait until the HS is ready. Instead Terry tried to make the guy happy and sent out a GroTube HS before he was done with testing. 

 

I agree with prettycode. I think Terry was patient and accommodating while Lamarr came across to me as a bit entitled. Terry is very open about byFormica's product development, actively engages his customers, is very concerned about customer satisfaction, and by all accounts works very hard. These are observations I've made by reading this forum for a few months, and honestly reading the exchange just reinforced those sentiments.