A cautionary tale about Borrow Lenses.com

markol wrote in post #14287708
At the end of this all, I am really unhappy that we were not able to come to a resolution that was appropriate to both parties. Like we previously posted, we didn't get to this point by pissing off customers. We truly treat each customer like we want to be treated and as our extremely high Yelp and ResellerRatings show this. Unfortunately, we failed here and will have another pow-wow later on today to see if our processes need to be tweaked. We are an evolving business and change our processes all the time, so this situation will definitely be up for discussion.

The truth here lies somewhere in the middle. It is possible that the OP and Lisa got involved in an argument, she called him a liar, he told her to kiss his heiny, the conversation got heated and she hung up. The thing for BL to learn is that is not how to handle angry customers - never give them more fuel to become even more agitated, especially with the ease with which people can post their frustrations on social media. What I would have expected from BL was a post asking the OP to contact them again so that they could work out some mutually agreeable solution - if the OP refused that how could he then continue to plead his case that he was being treated unfairly? Instead we got a bunch of PR that really served no purpose. BL does really need to look at their CS processes and see if they can be improved.

Chiefy wrote in post #14288397
The truth here lies somewhere in the middle. It is possible that the OP and Lisa got involved in an argument, she called him a liar, he told her to kiss his heiny, the conversation got heated and she hung up. The thing for BL to learn is that is not how to handle angry customers - never give them more fuel to become even more agitated, especially with the ease with which people can post their frustrations on social media. What I would have expected from BL was a post asking the OP to contact them again so that they could work out some mutually agreeable solution - if the OP refused that how could he then continue to plead his case that he was being treated unfairly? Instead we got a bunch of PR that really served no purpose. BL does really need to look at the CS processes and see if they can be improved.

So basically, what Helen from Adorama would have done yes?

Yeah, except they already tried to resolve things. Twice, according to Max from BL. If the story from them is honest and the OP was rude and used profanities towards the Operations Mgr, they already struck out. There was no indication things would be different if they reached out to the OP one more time to try to resolve things.

The problem here is that the stories vary enough that I almost would say it might not have been a good idea to reply publicly. Essentially by refuting the OP's story with their own version, BL ultimately (indirectly) is, in fact calling the OP a liar, which then goes around and corroborates the OP's story.

Oh crap, I think I've gone cross-eyed.

Regardless, too many variables, and at this point, I dont think anything fruitful is going to come from further public discussions. OP will come back next week (since he's away), see BL's responses and call him out on the forums, re-sparking the debate that's already been going on. BL (given the fact they've already responded) will either choose to respond or not to, either of which will simply be fuel on the fire.

About everyone involved has a different opinion at this point, even the people that seem to agree with each other; can we all agree that further discussion of hypothetical situations or specifics as outlined by either side (which may not be valid) is pretty much useless to everyone but the OP and BorrowLenses?

tim wrote in post #14277546
It's not good that they went back on their word, but in the end they didn't really do anything all that bad.

Since when is going back on one's word "not all that bad'.
I cannot understand such a value system.

Mistabernie wrote in post #14288472
Yeah, except they already tried to resolve things. Twice, according to Max from BL. If the story from them is honest and the OP was rude and used profanities towards the Operations Mgr, they already struck out. There was no indication things would be different if they reached out to the OP one more time to try to resolve things.

The problem here is that the stories vary enough that I almost would say it might not have been a good idea to reply publicly. Essentially by refuting the OP's story with their own version, BL ultimately (indirectly) is, in fact calling the OP a liar, which then goes around and corroborates his story.

Oh crap, I think I've gone cross-eyed.

Regardless, too many variables, and at this point, I dont think anything fruitful is going to come from further public discussions. OP will come back next week (since he's away), see BL's responses and call him out on the forums, re-sparking the debate that's already been going on. BL (given the fact they've already responded) will either choose to respond or not to, either of which will simply be fuel on the fire.

About everyone involved has a different opinion at this point, even the people that seem to agree with each other; can we all agree that further discussion of hypothetical situations or specifics as outlined by either side (which may not be valid) is pretty much useless to everyone but the OP and BorrowLenses?

If BL had of reached out here, in this forum, in their first post, and offered to resolve the issue with the customer, then they look like they honestly do care about customer service and they shift the onus for solving this situation, in a public forum, back to the OP. That would have been a win-win situation for them - either the OP accepts and everyone is happy, or the OP refuses and the company still comes out looking good. Instead BL chose to roll the dice and try to convince everyone the OP was full of BS and hey, keep renting from us, because our online customer satisfaction survey's say we're great. I personally would still rent from BL if I had the need, no one has said their delivery service or their equipment are faulty, but if I had a customer service issue with BL this thread would always be in the back of my mind. BL needs to make this go away and in my opinion they can only do that by reaching out again to the OP.

This is a dispute between Mr. Curran and Borrow Lenses.com. It will need to be settled privately between those parties. There is no value to POTN to continue a he said/she said dispute.