Adventure RV.net ?

[technomadia]

If we honestly had questions before ordering - we would have called, delayed the order, shopped elsewhere, etc. And we did look at several sites before ordering during our research. 

In this case, there was nothing to lead us to believe that the differences between the 7000 and 7000k would be so drastic - not even the manufacturer lists the 7000 on their website.  It is a long since discontinued model, and AdventureRV did not have that indicated anywhere.  And the picture they posted MATCHED the model we were wanting to order, whereas the pictures on the other listing did not.  We had every reason to believe we were ordering what we wanted.

While yes, the buyer has responsibility for knowing what they are ordering - the seller has responsibility for providing accurate information, and standing behind their listings when they are wrong.   And we do not feel that AdventureRV has held up their end on this.

Hopefully this is just an isolated case (but reading online reviews of this vendor, shows this it is not).  But we personally are very soured on the experience and will not be recommending them.  In the Web 2.0 age of Amazon and Zappos, customer service for online shopping has higher expectations than passing the responsibility to the buyer when the seller clearly has a misleading listing. 

Yes, they offer great prices - and if you are lucky enough to get what you thought you were ordering, you'll have a positive experience with them.  Just be aware that if there are problems with your order, those few pennies of savings could end up costing you way more than what you saved.

- Cherie

[technomadia]

The internet has made our lives easier to compare prices and shop all over the country with the click of a mouse. However, it has also caused many problems, like the one outlined above. Please don't hold it against a company for one issue that we know of.

The Internet hasn't caused these sorts of problems, but what it has done is made it possible for the people who experience these sorts of problems to share their experiences widely.  This is a very very good thing - not a problem at all. 

Companies that have not improved their level of customer service to match deserve the bruises to their reputation that they get as a result.

MaxxAir responded to the issue wonderfully, and they are bending over backwards to make sure that we end up with a MaxxFan we are happy with, even though the fault here lies mostly with AdventureRV and they are just the manufacturer.  Meanwhile, AdventureRV is taking a "the customer is wrong" attitude that reflects extremely poorly on them. 

That the mixup happened with an incorrect listing on their website is an honest mistake. That they expect a customer to pay ~$100 for that mistake deserves to be held against them.

Anyone who does business online should read the Cluetrain Manifesto at www.cluetrain.org.  It was published over a decade ago, and is more true now than ever.

   - Chris

[MEverard]

My point was that prior to the internet we needed to talk to someone to order something. Now we are so isolated from the business because it is easier to order without human interaction.

Just my opinion.

Mike

[belfert]

I do call companies from time to time because I have questions or they don't list the exact model I want.

I much prefer to order online because I don't have to explain to someone how to spell my name and then read off my credit card number and all that.  People often put an s in my last name instead of an f.  There are times when I call and they answer my question and I place the order online while I am talking to that person.

With Ebay and Paypal I can place an order in under a minute.  Try doing that with a human.

[technomadia]

There is nothing wrong at all with conducting business by interacting directly with a human. And I totally understand why some folks, especially those who did not grow up with the internet at their fingertips, prefer that.

On the flipside, I do not feel that conducing business online is any more isolating, or less efficient, simply because there is not direct human-to-human interaction.   An e-mail is just as real of communication as a phone call... if fact, it's more useful to me, as it leaves a traceable thread with accountability for what is said. No room for mis-hearing, mis-speaking, playing 'he said she said', etc.   

It is still humans who place listings online, and a human who reads it and clicks a buy button.

A customer who picks up the phone versus a customer who reads online information is not inherently a more informed, righteous or an enlightened customer. There is nothing to predict that had we called to talk to someone before ordering that the person answering the phone would have any clue to the differences between these two products, as they are just reading from the same database I have access to online. 



It is the ATTITUDE here that is in question.  I suspect had we called and talked to the same employee, we would have met similar resistance.

This is not a question of the superiority of phone vs online.  But rather a company that is not reflecting a 'customer is right' attitude in general.

- Cherie

[technomadia]

My point was that prior to the internet we needed to talk to someone to order something. Now we are so isolated from the business because it is easier to order without human interaction.

In general, "talking to a human" is much more likely to result in an order error than clicking a mouse ever will.  There is so much potential for data entry errors, misspellings, and more.

Sure - there are times when consulting with an expert while placing an order is invaluable (like talking with Luke at US Coach), but 95% of the time anyone you get on the phone when calling to place an order is the furthest thing from an expert you could ever find.

  - Chris

[MEverard]

The bottom line is that in the end, I hope you get what wanted in the first place and that you have been dealt with fairly. I hope all goes well in the future regarding a replacement.

Mike

[luvrbus]

For me no voice on the other end no order even if I find it on the net in all my years I bought 1 thing off Ebay and got screwed big time.I pay a little more for my engine parts but the guys I buy from get it right the first time no point and click for me and I will not use a self checkout no way if they don't care enough for my business to offer a little service down the road I go

good luck

[PP]

Chris and Cheri, I'm sorry that you didn't have a good experience with AdventureRV, but our packages arrived yesterday morning and it's been like Xmas around here ever since. We got everything we ordered, as ordered, with no damages. We did learn from your experience however, and I'm sure a few others that read this did the same. Take care and good luck, Will and Wife

[MEverard]

I'm glad everything came as promised.

Enjoy,

Mike