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ToolGuyd > Editorial > Can You Trust Customer Service for Product Recommendations?

Can You Trust Customer Service for Product Recommendations?

Jan 26, 2013 Stuart 1 Comment

If you buy something through our links, ToolGuyd might earn an affiliate commission.

Ha – that’s a trick question! Sometimes the answer is yes, sometimes it’s no. Whether you can trust a brand or retailer for product advice greatly depends on who you talk to and what their intentions are.

In the next few days I will be posting brief reports that describe the advice given to me by Husky/Home Depot, Sears, and SVS Sound. Additional reports might follow.

Some brands and distributors have customer service reps that are able and willing to offer trustworthy product advice. But as some of the reports will show, some “tool experts” are ludicrously unhelpful.

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Did you have an exceptionally good or bad experience asking a brand or retailer rep for product advice and recommendations? Tell us about it!

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Sections: Editorial Tags: Secret Shopper Report

« Make Your Own Wood Wallet or Business Card Holder
“Expert Advice” Case Study: A Chat with a Home Depot Husky Tool Specialist »

1 Comment

  1. chrisk

    Jan 26, 2013

    So today, I went to home depot. I looked at a Milwaukee M12 Hammer Drill (which I bought, not that HD cares). I have several Milwaukee tools. So I am looking at the hammer kit when this employee from hardware walks up to me. “Looking for a drill?” Yup. “I wouldn’t buy one of those” Really, why? “The batteries don’t work and don’t last” Huh..I like Milwaukee tools “well I wouldn’t buy one of them” then he walks off. WICKED GOOD CUSTOMER SERVICE DUDE!

    I’m not one to complain but come on. First off, I’ve bought a lot of Milwaukee tools there. Everybody knows me. This guy clearly did not know what he was talking about and was persistent about getting his point across. Now I’m not a pro. I like doing woodworking and diy but I have a highly responsible job during the day. When i tell people something its because I know what Im talking about. I take time to read reviews and try tools out then I review them for other people. So I am fairly competent in my tool lore. What if I wasn’t? HD loses out on selling a Milwaukee M12 Hammer Kit AND convince a customer that Milwaukee is junk! Milwaukee is not junk. Second time this weekend this happened to me! I won’t mention the first. I’m not going to complain, I don’t want to get this guy in trouble but if I was a vendor I would be pretty irate. As a customer that spends hard earned cash there, I make sure I know what I’m shopping for before I go!

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