@Cramster: There is no corporate etiquette in the reply at all! If your sales staff is unwell, why dont you let him take rest for few days instead of spoiling your DOMINATED BUSINESS? Afterall he is a HUMAN BEING as you termed!
Everybody in this forum already know that was a lame excuse and you dont want to take negative feedback from your valued customers!

Waiting for the super discounted NIKE stuff as well

Really, there is a need of some competition for these guys!

Hi Kj,

I have been a long time customer of Cramster and have bought my gloves, knee guards and a tank bag from your Bangalore store. I have also got a friend of mine to buy a Cramster K2K jacket from your place. I believe I have spoken to you a couple of times when I came to pick up my stuff.

I have recommended Cramster gear several times in the riding gears thread because I was very happy with the quality of the products and the sales experience (excellent in all my interactions with you and your staff). Though a couple of complaints cropped up on the quality of some items purchased recently, you handled it well by offering replacements.

However your response to this situation was something I didnt expect. In your place I would've gone ahead & given the discount just to make sure that the customers return home happy and pass the word on. In a market like yours, where competition is minimal, goodwill matters as incidents like this dont go away easily. Im not trying to tell you how to run your store, just my 2 cents.

Long story short - all this while we have been used to excellent VFM products from Cramster associated with a very pleasant sales experience and taken it for granted. Hope it stays that way and that this incident was a one off.

I cant just stop laughing at the way the thread has gone. Initially I did not know whose mistake it was. Then Cramster themselves accept that it is their mistake and are defending it. And the second reply is even more hilarious!

Concluding post it seems - as if we cared
Reasons beyond the scope of this thread - am I reading my 10th class physics text book?
Happens - This is supposed to be told by the one who does not make a mistake to the one who does!!

Anyways, jokes apart, it seriously creates a very bad impression. If someone asks how is cramster, I will open this thread and show.

Seriously, are you in business just for the sake of it? Like our rich politicians who want to do some timepass? Customer is king and there are umpteen number of management books and organizations that swear by it.

Even now it is not late. One apology and it will all be washed off. And then we will say "Happens". And then we can move on!

Cheers,
Highwayman

Hey guys,please go through this.
-1 to Cramster.And the gloves are the last time I bought anything from them.

http://www.xbhp.com/talkies/429326-post2762.html

http://www.xbhp.com/talkies/429339-post2763.html

i have bought all my gears from cramster....service was pormpt,without glitches.....but after seeing this thread it seems to me that monopoly is something that has clouded their minds...anyways cramster...change your attitude or you are going to face it,i see you are already on verge of losing some business...

its business dude....in here,the customer is the GOD...he pays and you eat...
Sorry for my Harsh words,but i am utterly disappointed with the replies which were made on behalf of cramster...i dont blame the employee who misbehaved...or for that matter i wont comment even for the misbehaviour...but what the company has to say is totally an irresponsible statement...

I have one question, might light up your bulb too or i need to stop watching thrillers!

Almost everyone said that they had a very nice experience with Cramster and were actually appalled by the response of the so called "Cramster Rep", what is the authenticity of him/her actually being a "Cramster Rep"?

Maybe he/she is someone else?

^
i wrote to them on their email id listed on the website,after having a convo here.

Ive never had any problems so far with CRAMSTER but seeing the kind of response they are giving(both the store experience and their posts here),next time im buying a gear...ill look for alternatives.

Dude, this is as good as saying - I called up ICICI phone banking & someone else picked up the phone

The replies from Cramster are self explanatory.

There is an order for 11k at the table and Cramster said, "go away, I do not have time to sell". Is Cramster doing business in crores that they can forgo 11K order?

The high-headed attitude is definitely because of their monopoly. I guess it is time we look for alternatives and end the monopoly of Cramster.

PS: Seeing the Cramster's attitude towards the xbhpians, as an xbhpian, I decided not to buy any gear from Cramster and would look for alternatives. I am not going to suggest Cramster to anybody in the future.

I have been a loyal cramster customer (jacket, saddle bags) and have recommended it to many others who have bought their stuff. After this recent incident, i decided against ordering the tank bag from them and bought it from a local shop. Power be to the consumer. Times have changed and hopefully cramster realizes it.

Guys,

Yes - the employee screwed up. But that's real life. $hit happens. Move on.

Of course service matters, no doubt. I've ordered some cycling stuff from a Hyd dealer and would explore him again if required - because of the service.

But that said, KJ is a cool guy. But he's running a business and his team is only human. Happens. So, coming back to the present - his stuff is good, so buy it for what its worth - not stop because of this ONE incident. Of course, if you have alternatives - by all means.

No point going too over the top guys.

Insisting on an apology like Highwayman doesn't help matters.

And bluevolt - trivializing KJ's track record of many years is easier said than done. Would be good to see you put your money where your mouth .. err post is - and having run it for as long as KJ has done - then would be interested in hearing your perspective.

The fact is that this is an unfortunate incident - but the Cramster brand has done much better than that. Let's not forget the overall track record in our righteous posts.

@Hitanshu - I too wanted to post the same; I guess Cramster got what they deserved. Time to stop showing more stories; Lets give them a chance, one more such incident will tell us if they've changed.

No No .. You got me wrong, i was not talking about the phone calls but the guy who has been rude in his responses here on xbhp

If he indeed is from Cramster, then i guess they are going to regret this "BIG Time"

Well, I guess the timing of my post led to your comment on my post. If you read my post again, I said that all this talk (good and bad) wants me to open up a riding gear brand. Though my post was triggered by consumer response to the Cramster episode, in no way was it a direct criticism of Cramster.(Did I mention the name anywhere?)

Good talk means there is immense potential in this segment for other players to come in, and bad talk means that is scope for improvement from a product and customer service standpoint. That, I am sure, everyone will concur.

On Cramster:

In the same breath, I would like to comment that while I appreciate Cramster's endeavor to be a key player in the niche (and fledgling) Indian riding gear industry, their response to this one incident is extremely unprofessional. It is better to remain silent than to offer a preposterous response - to say that the employee had an injured hand (why was he working on that day?) and offered discount under pressure (no training/policies in place?) was nothing short of a school boy excuse. More than a one off incident, I see the company's approach towards business reflected in that answer.

There is much more to running a successful business than just hiring a few guys and selling stuff. And it is not about how long someone has run a business, what matters is how. I remember going to Cramster a few years ago when I went on my coastal tour on my RE, and I was turned off by the salesman's nonchalant attitude. Needless to say, I went and bought hard luggage from Studds.

And after my earlier post, I did have some serious thoughts about setting up my own riding gear business - and name 'Bluevolt' has a nice ring to it When I set up my business, will my company not make slip-ups? No, it will, as does every business. But I will definitely not respond the way Cramster has.