Lance Hollensbe sent a message to John F Lundgren that said:
My name is Lance Hollensbe and I'm with Van's Equipment Rental in Burlington Washington. I have a complaint regarding customer service in regards to a Stanley Breaker. I have been working with Account Manager Nick Bogen. We've been having a problem with this unit since early January. This unit was purchased based on Nick's recommendation. He was given the make and model this unit would be used on. To fix the problems we tried a few different things that Stanley Service Techs suggested but they didn't fix the problem. Their last resort was to install flow control on all our units. This was not an acceptable solution due the many machines this unit would be used on both ours and our customers. I expressed to Nick on March 4th that I would like to return the breaker. He responded back to me March 17th. stating "the decision maker will be back tomorrow and that he would hope to have an answer for me tomorrow" The next time I heard from him was May 13th after I sent him an email May 12th asking what was going on. I have to say the service and support after the sale has been horrible. We had been using Okada brand for 10 years. They changed Reps and our quality of service went downhill. Upon recommendation from Modern Machinery, we decided to give Staley breakers and Hoe pacs a try. At first Nick was very friendly, helpful and responsive. Once we had a problem, the responsiveness went away. I mentioned to him that I wanted to keep a good relationship going with Stanley that this breaker problem was just one thing and backing up your product is one, if not the main thing we were looking for. In this time of waiting for this situation to be dealt with I've held off on buying hoe pacs and breakers from Stanley because I don't know where this is going. I've purchased two breakers and three hoe pacs from Okada in this time because I couldn't purchase anymore Stanley products until this problem got resolved. I don't like that this is the avenue I felt I had to take to ge this issue resolved. I feel like I wasn't getting anywhere with Nick Like I mentioned to Nick, I would like to return the breaker for a refund. I would hope to keep a good relationship with Stanley and put this issue behind us.
Your attention to this issue will be greatly appreciated.
Sincerely,
Lance Hollensbe
Vans Equipment Co
(360)755-0399
Lance@Vansequipmentco.com
