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one of my rants vs fair play merchandising

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Blog entry by Bob #2 posted 09-02-2010 04:50 PM 1340 reads 0 times favorited 23 comments Add to Favorites Watch

Not too long ago I purchased a pair of Ridgid lithium ion drills and diligently filled in the lifetime warranty and submitted same to the offices in the U.S.
Today I recieved via my e-mail a 20% off offer from Ridgid as follows:

From wood stuff 2010

Excited by the offer I hastened to the website only to find this:
From wood stuff 2010

They took my money from a Canadian Home Depot, they sent my warranty acknowledgement ,then promptly refused to give me the same treatment as all of their other customers because, apparently, I live in Canada!
I’m a wee bit peeved , not at the loss of the 20% discount as much as the arrogant merchandising attitude that favors one customer over anothersimply at their whim.
It would probably be in their best interest if they did not e-mail me to tell me I don’t rate the offer.
Something to think about next time you shop for tools guys and girls.
p.s. I would have contacted them directly but like most corportions they provide no contact for feedback.

-- A mind, like a home, is furnished by its owner



23 comments so far

View Lee A. Jesberger's profile

Lee A. Jesberger

6686 posts in 2702 days


#1 posted 09-02-2010 04:59 PM

Hi Bob;

Always a catch, huh.

Lee

-- by Lee A. Jesberger http://www.prowoodworkingtips.com http://www.ezee-feed.com

View helluvawreck's profile

helluvawreck

15983 posts in 1589 days


#2 posted 09-02-2010 05:08 PM

Why they ever came up with the bright idea that makes a corporation equivalent to a person in many legal situations is beyond me. They sure as heck don’t act like people should. And when our representatives sit down with the representative of a corporation the corporation seems to get treated a whole lots better than a person who walks in off the street even if the person is a constituent and the corporation may not be.

-- If a man does not keep pace with his companions, perhaps it is because he hears a different drummer. Let him step to the music which he hears, however measured or far away. Henry David Thoreau

View CanadianWoodChuck's profile

CanadianWoodChuck

395 posts in 2636 days


#3 posted 09-02-2010 05:29 PM

Bob is there anyway you can send it to a lumberjock in the US, at least someone could benefit from the discount. I just had poor business dealings with them as well. Now I’ve bought 2 rigid products my first and last.

-- Wood Chuck (Bruce) http://3dwoodworkingplans.com

View Bob #2's profile

Bob #2

3808 posts in 2744 days


#4 posted 09-02-2010 06:22 PM

Lee, it costs $1000.00 to get a customer and 10 cents to lose them.

helluvawreck read my note to Lee above.

Bruce that condescending attitude will definitely tighten up my purse strings at HD.

Caveat Emptor- Let the buyer beware

-- A mind, like a home, is furnished by its owner

View helluvawreck's profile

helluvawreck

15983 posts in 1589 days


#5 posted 09-02-2010 06:31 PM

In my post I was merely pointing out that many big corporations don’t really appear to care that much about people. It’s a money thing. It’s ironic that being that way can sometimes cost them a customer and therefore lose them some money.

-- If a man does not keep pace with his companions, perhaps it is because he hears a different drummer. Let him step to the music which he hears, however measured or far away. Henry David Thoreau

View Bob #2's profile

Bob #2

3808 posts in 2744 days


#6 posted 09-02-2010 06:33 PM

Mine too helluvawreck.

-- A mind, like a home, is furnished by its owner

View PurpLev's profile

PurpLev

8476 posts in 2371 days


#7 posted 09-02-2010 06:58 PM

that really sucks. one of those things that probably got stuck in between. did you contact them? I wonder if this is something that could change, or just ‘take it or leave it’ thing.

-- ㊍ When in doubt - There is no doubt - Go the safer route.

View Dan Lyke's profile

Dan Lyke

1488 posts in 2847 days


#8 posted 09-02-2010 07:36 PM

In this age of computers knowing all sorts of things about me, I’m constantly amazed at how little of that information marketers take advantage of.

For instance: Within a month of my buying a car, I was flooded by the dealership with email about sales on cars. Uh, guys, even though you don’t know anything about my car buying habits (once every 15 years, if I really need to), what are the chances I want a new car within a month after buying my old one? How about a year or two?

I had a good rant on this sometime last year, but that fire’s all diminished to vague acceptance at this point, but if you’ve got a computerized system and are trying to keep track of customers, you should:

  1. Track my purchasing, and send me deals on things I haven’t bought from you yet, rather than things I’ve just bought from you.
  2. Look at my purchasing history on consumables. After two or three times you should know when to remind me that you’re the vendor I bought from last time.
  3. If you want to do follow-up on products, ask me how it’s doing a year or two later, not (just) a week or two later. And ask me questions relevant to its use; I’ve no objection to doing consumer surveys, but most of ‘em are just stupid.
  4. As Bob points out, even if you want to make it hard for me to use the coupon, ie: you’re just using it as branding or a reminder to seem nice, don’t make it impossible for me to use it.

Sorry, just ranting now. Thanks, Bob, for the chance to do so.

-- Dan Lyke, Petaluma California, http://www.flutterby.net/User:DanLyke

View Bob #2's profile

Bob #2

3808 posts in 2744 days


#9 posted 09-02-2010 07:47 PM

Right on the money Dan .
If this is the best management can produce then we are all paying too much for our products.

-- A mind, like a home, is furnished by its owner

View EduWood's profile

EduWood

57 posts in 2350 days


#10 posted 09-02-2010 07:56 PM

Bob – I am NOT a Home Depot fan. However, this may not be their fault. Laws differ from Country to Country, and State to State about what a retailer can offer. Maybe there are rules and regulations in Canada that make it impossible or impractical to offer the discount in-store. If you notice, the discount is good on-line. I’d go to the store, choose my tool and order it online at 20% off…..... good luck.

-- David, O.C., California

View Bob #2's profile

Bob #2

3808 posts in 2744 days


#11 posted 09-02-2010 08:04 PM

David, that could be the case but then why send me the offer and then send me to the Website?
They had no problem taking my money and registering my product for warranty?
I know of no law or ruling anywhere in Canada that would prevent a manufacturer from offering a refund or rebate.
I just noticed today on another Canadian WW form that HD is being mentioned as being unreasonably slow in dealing with offers that they have presented to customers
Knowing what I know now I would have made a different product choice.
I am passing this info along in hopes it helps someone else.

-- A mind, like a home, is furnished by its owner

View Thomas Keefe's profile

Thomas Keefe

131 posts in 2131 days


#12 posted 09-02-2010 08:48 PM

Can you purchase directly from home.depot.com? That would seem to be acceptable
although I am not sure.

Tom

View William's profile

William

9221 posts in 1565 days


#13 posted 09-02-2010 09:21 PM

It states that you can use your discount on their website if it is read carefully. However, I feel that is not good enough. Rigid and Home Depot both are major corporations that sell all over the world. They should be able to honor that discount anywhere, in ANY Home Depot on ANY Rigid tool. That’s my opinion anyway. I agree with Bob. They had no problem taking his money from a Canadian store or sending this discount offer to a Canadian address. This amounts to more corporate BS.

-- http://wddsrfinewoodworks.blogspot.com/

View Thomas Keefe's profile

Thomas Keefe

131 posts in 2131 days


#14 posted 09-02-2010 10:00 PM

I am not trying to justify any policy from Ridgid/Home Depot. Just trying to find a way around
the limitation. I am not an apologist for big companies. They tend to hire their own apologists. ;-)

Tom

View Bob #2's profile

Bob #2

3808 posts in 2744 days


#15 posted 09-02-2010 10:18 PM

From my perspective , when they practice this “selective customer preference” they preclude me having an altenate choice like my friends in the U.S. have. We have no Lowes, no Maynards etc.
It’s primarliy Home Depot or Rona Revy who more or less do whatever they please at the moment.
My small-medium size dealers have a great deal of problems first getting reasonalbe inventories of branded products and getting enough support in their operations to offer the discounts that the borgs do when they fell threatened.
Somehow I have to find a product line that is progressive ,well built, and readily availalbe from sources other than these borgs.
As nobody services anything perhaps the internet is a more logical source for my stuff.

-- A mind, like a home, is furnished by its owner

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