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Thread: Smith Optics

  1. #1
    Join Date
    Aug 2010
    Posts
    143

    Smith Optics

    Hey All -

    Anyone work at or have a contact at Smith?

    Had a rather surprising interaction with a customer service rep over an incredibly mundane request.

    Willing to share story but rather see if I can resolve it before doing the full call-out.

  2. #2
    Join Date
    Apr 2017
    Location
    Sacramento, CA
    Posts
    65
    I've contacted them over some helmet earpad issues and they were awesome and just asked for my address. 2 days later new earpads showed up. Maybe it's just the person you got?

    Sent from my Pixel XL using TGR Forums mobile app

  3. #3
    Join Date
    Aug 2010
    Posts
    143
    Quote Originally Posted by BDevil17 View Post
    I've contacted them over some helmet earpad issues and they were awesome and just asked for my address. 2 days later new earpads showed up. Maybe it's just the person you got?

    Sent from my Pixel XL using TGR Forums mobile app
    Yep, definitely, issue is with one person. It's absurd really.

    Have used lots of their stuff for the last 25 years and never had a reason to contact them about a product until now.

    Just can't figure out how to get around this individual.

  4. #4
    Join Date
    Apr 2017
    Location
    Sacramento, CA
    Posts
    65
    Maybe write to them and inform them about the individual? They need to know so they can keep delivering good service

    Sent from my Pixel XL using TGR Forums mobile app

  5. #5
    Join Date
    Sep 2006
    Location
    Fraggle Rock, CO
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    5,524
    It might be worth shooting Rontele a PM. He worked for Smith at the corporate level for years and, although he's not with them anymore, I know he still has plenty of good contacts over there and is well aware of their corporate culture.
    Brandine: Now Cletus, if I catch you with pig lipstick on your collar one more time you ain't gonna be allowed to sleep in the barn no more!
    Cletus: Duly noted.

  6. #6
    Join Date
    Aug 2010
    Posts
    143
    Quote Originally Posted by Cruiser View Post
    It might be worth shooting Rontele a PM. He worked for Smith at the corporate level for years and, although he's not with them anymore, I know he still has plenty of good contacts over there and is well aware of their corporate culture.
    Of course, I completely forgot...PMing him now

  7. #7
    Join Date
    Mar 2011
    Location
    North,NorthEast
    Posts
    2,372

    Smith Optics

    Smith has always been awesome to deal with and has always stood behind their product. Iíve had a few issues with shades and goggles through the years , mostly all self induced, and theyíve always replaced them or given me credit for any pair within a week.
    This has made me (and by default my wife and 2 kids too ) loyal customers of Smith, and we own a ton of their shades, goggles, and helmets.
    So, if thereís one disgruntled/douchey employee giving the rest of the company or the employees that love their job a bad name, that person should absolutely be called out.
    Iím sure an email or a call to smith could get you to the right person without too much effort.
    And Iíd love to hear the story...

  8. #8
    Join Date
    Jan 2008
    Posts
    767
    I echo the above, great in all my dealings with them.

    OP, thanks for the mature approach here, itís refreshing not to read an angry rant.

  9. #9
    Join Date
    Oct 2003
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    Wet and Mild
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    4,508
    Quote Originally Posted by jmars View Post

    OP, thanks for the mature approach here, it’s refreshing not to read an angry rant.
    Oh please, I would be willing to bet that if the OP had taken the mature approach when contacting Smith, this thread never would have been started. He likely expected far too much, acted like an entitled, spoiled child, and got the push back he deserved instead of what he's used to: someone caving to his every demand. Now he's butthurt.
    Be good, or be good at it.

  10. #10
    Join Date
    Oct 2014
    Posts
    1,217
    OP aside, I have no idea of the specifics, I'm not convinced asking an internet forum for a contact to go around someone else is a mature approach.

  11. #11
    Join Date
    Dec 2007
    Location
    In the shadow of the wasatch
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    2,502
    Methinks call the CS # and asking to speak to supervisor or manager would be the most maturerer thing you could do and report back your results. Or nuke thread if it is you and not them.

    Oh and smith custy 4 life best CS ever X eleventybillion

  12. #12
    Join Date
    Aug 2010
    Posts
    143
    Quote Originally Posted by TheFugitive View Post
    Methinks call the CS # and asking to speak to supervisor or manager would be the most maturerer thing you could do and report back your results. Or nuke thread if it is you and not them.

    Oh and smith custy 4 life best CS ever X eleventybillion
    I totally get the skepticism. I have lots of Smith gear and like how their company does business (US manufacturing, etc.)

    Finally have the managers contact info.

    Once I get the managers point of view I will decide whether to post the whole email chain that started the issue or post up how it was resolved.

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