www.geekybob.com

From: LeisurePro Customer Service
Sent: Wednesday, October 31, 2018
To: Robert McMurray
Subject: Thank you from LeisurePro

Thank You For Your Purchase!

Dear Robert,

I have spent my life in love with being in the water, and I know the joys of Diving, Snorkeling, and all things water sports. Years of experience have taught me that using high quality and reliable gear makes those outings much safer and tangibly more enjoyable.

Thank you for placing your trust and confidence in Leisurepro; we expect to exceed your expectations! We are committed to being here for all your water adventures. Our customers are more than customers; they are our community and family, and I thank you for being a member of the LeisurePro family. I am sure you are already aware that making the most of any water sport requires preparation and training. Similarly, we at Leisurepro prepare and train every day to ensure that you get the best in customer care, service, and highest standard of quality products. Your satisfaction and trust are paramount and we take our customers web experience extremely seriously. We try to make sure you have as much fun on leisurepro.com as you do when you get your new gear into the water.

Thank you again, and should you have any comments or suggestions I would like to personally extend an invitation to share them with me directly.

I can be contacted at president@leisurepro.com.

Phil Mendel
President, Leisure Pro

From: Robert McMurray
Sent: Tuesday, November 27, 2018
To: Leisure Pro President
Subject: Re: Thank you from LeisurePro

Dear Phil,

I appreciate your kind welcome as a LeisurePro customer, and I thought that I would take you up on your offer to hear any comments or suggestions.

I recently returned from a vacation where I was supposed to be using a new piece of dive gear that I had ordered from your company, but as you can possibly guess from my choice of verbiage, I didn’t have that piece of gear – because LeisurePro dropped the ball. At the risk of sharing too much information, let me tell you my story.

I was headed to Hawaii for a couple of weeks, where I was planning on diving with a few family members. We were planning a deep wreck dive, so I thought that I would bring my Spare Air tank as a backup. However, the default pop-out pressure gauge the Spare Air tank is not the best indicator of air pressure, so I ordered a dial pressure gauge from LeisurePro. (Order # XXXXXXXXXXXXXXXXXXXX) I placed the order on October 17, and I paid extra for 3-day shipping. My departure was still a week away, but I thought it best to make doubly-sure that it arrived on time. I received an email from LeisurePro assuring me that my order was on its way, and I even received a tracking number. (UPS XXXXXXXXXXXXXXXXXX) However, after a week had passed, I had yet to receive anything.

I was understandably shocked when I called your company on the day before my departure and discovered that nothing had ever been shipped! I requested a refund for the extra shipping fees, and true to his word, the customer service person with whom I spoke refunded that fee. However, that was still a poor customer experience, and that was my introduction to LeisurePro.

But unfortunately, my story didn’t end there. I headed to Hawaii, and I figured that the pressure gauge would arrive while I was out of town. But it didn’t. In fact, an additional two weeks have passed since my return from Hawaii and I still have yet to receive anything. This has also been a poor customer experience, and yet it has been my continued exposure to LeisurePro.

I am a patient man, and I’m generally a pretty nice guy, so you should be thankful that I am not the kind of customer who calls customer service and screams at people when they fail to do their jobs. However, I am your customer; when I purchase something, I generally expect to receive it in a timely manner. Thankfully this was an optional piece of gear for another optional piece of gear, but could you imagine my disappointment if my experience with your company had been for a critical piece of gear? Unfortunately, my present circumstance has made it very easy for me to imagine just such a predicament.

With that in mind, I would like to ask you a question: why in the world should I trust your company in the future? I have ordered hundreds of products from dozens of companies – some of them from your competitors – and I have never seen a company fail this badly. I am certain that if I had ordered this same pressure gauge from Amazon or some other Internet vendor then I would have received it long before now, and most-likely before my departure for Hawaii.

To restate what you sent me, I placed my trust and confidence in LeisurePro, and you have failed to meet even the most-basic of expectations.

Thanks for your time.
Robert McMurray

From: Leisure Pro President
Sent: Tuesday, November 27, 2018
To: Robert McMurray
Subject: RE: Thank you from LeisurePro

Dear Robert,

Thank you so much for your email about your experience with Leisure Pro. I know and appreciate the value good customer service has to a successful business, and your email concerns me very much.

I have forwarded you email to our Customer Service department, and they should deal with this matter in their own very professional manner. Please allow 2-3 business days for them to get in touch with you, and do not hesitate to contact me again if you are not contacted by them.

And so to make sure that you (and other of our valued customers) will never again encounter an experience like the one you described, I will circulate a memo outlining the situation reminding staff that Leisure Pro is known for its excellent customer service ... and that you did not get it!

I apologize on behalf of the entire Team and hope that you believe that things will improve from here on out. I'd like to see you as happy with us as most of our other customers.

Again, thank you so much for giving us a chance to serve you and for letting us know about the situation you encountered here.

Sincerely,
Phil