Bill Huber
12-03-2009, 9:02 PM
I wrote and email to Jessem today, the web form did not work so I had to use the email address that is on the page. The mail was to tell them about the web page and to let them know how people are feeling about their customer service.
I received a reply a few hours later, here it is.
Bill,
Thank you for your email and support of JessEm. You are the second person who has found the contact JessEm submit button doesn't work. I have tried it myself without problem but there has to be something wrong with it so we are digging deeper into the problem to make sure it will work in the future. Thank you for bringing this to our attention. We are developing and adding to our site in house now, so there will be many updates to the site as time goes on.
In regards to our customer service. You and everyone else that has had a problem with our customer service are completely right that we had a problem and it was totally unacceptable. I started this company thirteen years ago; and believe me, I take any criticism of JessEm to heart. The talk of our poor customer service has caused me a lot of stress and I apologize for the difficulty anyone has experienced.
There is no excuse for how poorly JessEm performed with customer service, and to be honest, the level of quality issues we experienced over the past few years as well. As you probably know we relocated JessEm two and half years ago and since then moved it back to our original location. Building a competent team in a company is the greatest challenge and we were just not able to put a team together after our move and this was evident in our customer service. It doesn't take a lot to make a move like we did turn sour, it seemed that all odds were against us during this transition.
These problems are behind us now, and we will do whatever is necessary to win the favour our customers. Fortunately, we are now rebuilding the company and have started to recover from this difficult time. Our quality is back to the JessEm standard and we are developing new tools once again.
Thank you once again Bill for your email and support and also defending JessEm in the marketplace. If you come across any other members of Saw Mill Creek that have had past problems not addressed please point them in my direction and I will personally make sure their issues are taken care of.
All the best,
Darrin E. Smith
President
JessEm Tool Company, Ltd.
100 Caplan Ave. Unit # 14 & 15
Barrie, Ontario
L4N 9J2
Phone: (705) 726-8233
Toll Free (800( 436-6799
Fax: (705) 726-7519
www.JessEm.com (http://www.jessem.com/)
dsmith@jessem.com
I received a reply a few hours later, here it is.
Bill,
Thank you for your email and support of JessEm. You are the second person who has found the contact JessEm submit button doesn't work. I have tried it myself without problem but there has to be something wrong with it so we are digging deeper into the problem to make sure it will work in the future. Thank you for bringing this to our attention. We are developing and adding to our site in house now, so there will be many updates to the site as time goes on.
In regards to our customer service. You and everyone else that has had a problem with our customer service are completely right that we had a problem and it was totally unacceptable. I started this company thirteen years ago; and believe me, I take any criticism of JessEm to heart. The talk of our poor customer service has caused me a lot of stress and I apologize for the difficulty anyone has experienced.
There is no excuse for how poorly JessEm performed with customer service, and to be honest, the level of quality issues we experienced over the past few years as well. As you probably know we relocated JessEm two and half years ago and since then moved it back to our original location. Building a competent team in a company is the greatest challenge and we were just not able to put a team together after our move and this was evident in our customer service. It doesn't take a lot to make a move like we did turn sour, it seemed that all odds were against us during this transition.
These problems are behind us now, and we will do whatever is necessary to win the favour our customers. Fortunately, we are now rebuilding the company and have started to recover from this difficult time. Our quality is back to the JessEm standard and we are developing new tools once again.
Thank you once again Bill for your email and support and also defending JessEm in the marketplace. If you come across any other members of Saw Mill Creek that have had past problems not addressed please point them in my direction and I will personally make sure their issues are taken care of.
All the best,
Darrin E. Smith
President
JessEm Tool Company, Ltd.
100 Caplan Ave. Unit # 14 & 15
Barrie, Ontario
L4N 9J2
Phone: (705) 726-8233
Toll Free (800( 436-6799
Fax: (705) 726-7519
www.JessEm.com (http://www.jessem.com/)
dsmith@jessem.com