What's up with PERKO? - Page 2 - SailNet Community
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post #11 of 40 Old 08-22-2019
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Re: What's up with PERKO?

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Originally Posted by Pamlicotraveler View Post
.....at the urging of an electrician friend I boxed it up and returned it to Perko for analysis.
The message, as you quote it, certainly sounds less than courteous and effective communication.

It's always hard to digest bad customer testimonials, without hearing the business' point of view. Perhaps they were reacting to an unintended message you sent, when you returned the switch. Obviously, you sent them your address, or they wouldn't have known where to send it back. What else? Was there a note along with it? Does the clipped reply actually answer a question you asked?

Quote:
I kind of was expecting they would thank me and possibly replace the failed switch ......
You were hoping to get a new switch, you just didn't count on it. If they understood you thought the failure was their fault, they're just telling you it was your fault. Terminals don't melt on their own.

Getting free or discounted replacements is not the full sum of good service.


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post #12 of 40 Old 08-23-2019 Thread Starter
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Re: What's up with PERKO?

The bottom line is this is a customer service complaint. I didn't spend $10 and packing time because I needed a new $40 switch. I like to know who the good guys are in the marine business and I have decided, for me, Perko customer service is not deserving of my business.

FWIW, if they are the only one that makes a part I need I'll buy it, and Gail Mally - Inside Sales will never know it.

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post #13 of 40 Old 08-23-2019
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Re: What's up with PERKO?

How about a copy of the letter you sent?

40+ years in HVAC, not giving you elec advice, but I will say, the answer sent to you was polite and to the point what more can you expect?

The warranty PDF is very typical of electrical and electronic warranties throughout any field of endeavor.

It's pretty difficult in general to find any kind of warranty on electrical stuff.

Always look for the fine print when purchasing, electrical and electronics
Their printed warranty clearly states how little of warranty you don't have.
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post #14 of 40 Old 08-23-2019
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Re: What's up with PERKO?

The fact it took two months to return or react to his returned switch is what stands out to me. It seems like a tech could find the fault in about a minute and another minute to send an email with the results. How would the customer service be different if it was a faulty switch and not possible user error?

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post #15 of 40 Old 08-23-2019
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Re: What's up with PERKO?

I'm sorry Pamlicotraveler had a poor experience. What I find interesting in the SN responses is how differently the customer service response was viewed.
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post #16 of 40 Old 08-23-2019
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Re: What's up with PERKO?

I got the same lacklustre response when I complained there were no clams in my "progresso" clam chowder

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post #17 of 40 Old 08-23-2019
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Re: What's up with PERKO?

Quote:
Originally Posted by Donna_F View Post
.....What I find interesting in the SN responses is how differently the customer service response was viewed.
I think that's because it's unclear what the OP considers the poor service to be.

If it's simply because they didn't thank him/her for voluntarily returning the part for research, I get it. The reply was terse. However, I'd love to see the accompanying letter to understand whether Perko should have received the gesture as purely gratuitous. It's the one sided view of these customer service complaints.

As I quoted, from the OP itself, they definitely had some thought they may get a replacement or a discounted replacement. It's in the body of the OP. If that was telegraphed to Perko, that would change their reply, as it's not very likely it's a defective switch that melts a terminal. That would be like calling Ford, telling them you wrecked your car and hoping for a deal on a new one. That's not how I define customer service.


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post #18 of 40 Old 08-23-2019
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Re: What's up with PERKO?

Other than some jewelry type brass oil lamps, I've never been impressed with Perko products in general.

They strike me as being somewhat the nautical equivalent of Stanley tools - a once good name that was whored into junk by the bean counters.

I, myself, personally intend to continue being outspoken and opinionated, intolerant of all fanatics, fools and ignoramuses, deeply suspicious of all those who have "found the answer" and on my bad days, downright rude.

Last edited by SloopJonB; 08-23-2019 at 12:03 PM.
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post #19 of 40 Old 08-23-2019
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Re: What's up with PERKO?

Is this the same Perko that makes thru-hulls and valves? I think they are top of the line.


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post #20 of 40 Old 08-23-2019 Thread Starter
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Re: What's up with PERKO?

Quote:
Originally Posted by deniseO30 View Post

40+ years in HVAC, not giving you elec advice, but I will say, the answer sent to you was polite and to the point what more can you expect?
How's your business doing?

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