Originally Posted by lotecredneck

If I was nasty in my messages I could probably understand his lack of communicating, but I have been very polite in my correspondence...

Here is what I sent:

Julian,

I am sending this message one more time per your request on the F-150 Forum.

Mine is the one with the hinges shrinking and leaking.

I sent a message to you yesterday, but never received a response. I will await a response and post the results, good or bad. I feel that is fair.

Please respond to me with what we need to do to correct the defective cover. I have included my shipping information as well as cell number.

Originally Posted by lotecredneck

If I was nasty in my messages I could probably understand his lack of communicating, but I have been very polite in my correspondence... Here is what I sent: Julian, I am sending this message one more time per your request on the F-150 Forum. Mine is the one with the hinges shrinking and leaking. I sent a message to you yesterday, but never received a response. I will await a response and post the results, good or bad. I feel that is fair. Please respond to me with what we need to do to correct the defective cover. I have included my shipping information as well as cell number.

Originally Posted by kidastra

You are right. I'm gonna send you 100$ just to say I'm sorry

Originally Posted by kidastra

Hahahhahaha
Well cowpig, still think this is reasonable?

Originally Posted by Cowpig

sweet, paypal www.stjude.org

yes...I think the guy came on to make things right, made a mistake or two (reasonable given he's the president of a busy company), you all smelled blood in the water and swarmed. At this point I believe he's cut his losses by deciding not to further reply, and realized there's nothing to gain by sending out new replacement covers

Originally Posted by kidastra

Did you notice how the president replied to a different member via email? And is still ignoring the OP

Originally Posted by Cowpig

As far as ignoring the OP - again, I'd be doing the same if I was him.... tried to help, got attacked.... done/cut losses and on with the business

Originally Posted by kidastra

he's been ignoring the op this entire time, it is now 2 people he offered help to (McCarthy and focus289)
the attacking only started after julians 2nd reply, which contradicted his first, and said the best way to contact him was through a method the op already tried before julians 2nd post.
"done/cut losses and on with the business" fine, then stop helping the others.


I've noticed your arguments always **** me off, I'm not sure why and I apologize for calling you out earlier

Originally Posted by kidastra

he's been ignoring the op this entire time, it is now 2 people he offered help to (McCarthy and focus289)
the attacking only started after julians 2nd reply, which contradicted his first, and said the best way to contact him was through a method the op already tried before julians 2nd post.
"done/cut losses and on with the business" fine, then stop helping the others.


I've noticed your arguments always **** me off, I'm not sure why and I apologize for calling you out earlier

Originally Posted by jmaimin

McCarthy, this is Julian Maimin, president if Bak industries. Your hinges should not shrink at all. Even though your cover is out if warranty, I will replace it for you.

Call me tomorrow after 10:30am and I'll take care of you.

Thanks.

Originally Posted by jmaimin

Guys this is Julian again. Please note that while I do care tremendously, I am only one guy and my time during the day is extremely limited. I'm not making excuses, but sometimes my staff know that unless the sky is falling, they best not bother me with customer service related matters. That's what I pay them for and expect them to step up and do a stellar job. It's not to say that I feel too important to help, but rather, I am at the helm of a company with hundreds and hundreds of employees and everyone needs a piece of me at any given moment. Sometimes I simply don't have the time. Yesterday was a particularly difficult day for me. I was slammed in some pretty exhausting meetings and only got home after 10:30 pm. For those that care, it is now 5:28 am and I am back to work already. My proposal would be rather than trying to get through to me on the phone via my customer service department, just email me directly at julian@bakindustries.com and I will get you squared away. Honestly folks, I am here to help. We make an incredible product, albeit that from time to time we do have defects. I'm am here to help and if I say I'l do something, I'll do it. I think it fair to say that "one tree does not make a forest", and I would only ask that BAK Industries not be judged by the occasional late response or perhaps not always exemplifying perfection in all areas. I can tell you that we've built a reputation in 40 countries for being the premier brand of tonneau cover, and that hasn't happened by making crappy products or having bad service. I am personally taking responsibility for some of our employess not always being sensitive or responsive, but they are likely just following protocol. So very often these sorts of issues need to be viewed in the gray, rather than black and white. So to wrap this up, just email me directly. You have my solemn commitment that as the president and CEO of BAK Industries, I will take care of you personally.

Thanks again.

Julian.