Sorry if I'm in the wrong forum or starting a wrong thread or whatever. I've been a lurker and so this is my first post. I would have liked to remain a lurker but I'm now at the end of my rope. On to the problem.
I purchased an Arkon CM-620 Windsheild (Universal) mount a few months ago. In that time during a heatwave, the suction cup ripped at the base. I contacted Arkon throught their website andn received a reply from the rep...
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Hello SHOE,
Thank you for your inquiry. Did you purchase that directly from us?
Do you still have the pink copy of the ARKON SALES ORDER enclosed in the box? Simply mail the defective part back to me and I will replace it free of charge. The windshield mounts have a life-time warranty.
Please include the following:
1- defective part
2- copy of the pink sales order
3- copy of this email
Please let me know if you need further assistance.
Sincerely,
Marc Richards
Customer Sales/Support
626-254-9005 x207
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I replied to the message stating that I did NOT purchase the mount from Arkon but from a store in Canada. I therefore do not have a "pink sales order". In my reply I also gave the name and address of the store where I bought it from.
After waiting around some more, I decided to give Mark a call. "Thank you for calling Arkon, our offices are closed. Our hours are....". I don't know if they're in a different time zone or what so I left Mark a message with my name and number and asked him to call me back.
So do I send it in with my store receipt?? I know some companies are picky with their return policies. Do I keep e-mailing and calling Arkon???
My current situation...
I'm still waiting... The mount sits in a box on my back seat, the Axim rests on the front seat and my wallet sits in my pocket $50 lighter. :rolling: :rolling: :rolling:
I would try to get an Email response before sending it in with your store reciept,they will probably accept it but try to get a verification first, Good luck....
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Shoe, I dealt with Marc on two minor issues which I had with my Arkon mount. He was exceptionally helpful. Just stick with the phone calls...you should get resolution. Remember that he is in California for time zone sensitivity.
Shoe, I dealt with Marc on two minor issues which I had with my Arkon mount. He was exceptionally helpful. Just stick with the phone calls...you should get resolution. Remember that he is in California for time zone sensitivity.
Ditto. I've spoken with him on a shipping delay issue and while he couldn't immediately answer the question, he put me on hold, found out, and came back with the resolution.
Problem fixed with one call.
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Move along. There's nothing to read here.
Wow! I think that the Arkon bosses must be reading the Aximsite forums!
Oddly enough, I just received an email response to one of my messages!!!!!!!
He apologized for the late (21 days by my count) response and will take care of the issue. I'll respond to his email when I'm done here and will wait and see what happens! At least I know that the ball will get rolling and there is hope that I will again be able to switch tracks and read my GPS without risking an accident!
From the responses I'm reading here, I get the feeling that Marc is the only customer service rep in Arkon. Thanks for your replies, I will keep you posted on the results!
sciscool, I don't think you can actually talk anyone in Seidio over phone. I personally called Arkon and asked about my concern. He handled my problem in a timely and professional manner. For me it doesn't matter if there are thounds of people working or not. I want someone who can actually take care of my problem.
Well. Just to update everyone I thought I'd climb out of my lurkers hole and say that I STILL haven't received the replacement arm promised to me
two and a half weeks ago. I'll give it another week and a bit or so to round it out to a nice even month wait so then I can call Marc and tell him how patient I've been. hehe
I would like to encourage anyone with a problem to contact me during business hours 9a – 5p Monday thru Friday, Pacific Time. The number is 1(800) 841-0884 x207. If I am unavailable, please send an email to Arkon7@Arkon.com. I check my inbox regularly and look forward to hearing from you.
Go ahead and give Mark a call. I was on the phone with him probably less than 5 minutes and had my replacement mount a few days later. He was a pleasure to deal with. I just boxed up the defective mount to ship back to Arkon this weekend using the call tag they included with my new mount.
I gave Mark a call again at 15:00 EDT which I found out is 12:00 Arkon time. No answer. Maybe he was on lunch? I left another msg with my name and number. Still waiting. He is keeping in contact via e-mail though. I'm under the impression that he's loaded with case files as you all seem to speak highly of him. I shall wait some more and see. What else can I do?
I would like to encourage anyone with a problem to contact me during business hours 9a – 5p Monday thru Friday, Pacific Time. The number is 1(800) 841-0884 x207. If I am unavailable, please send an email to Arkon7@Arkon.com. I check my inbox regularly and look forward to hearing from you.
Sincerely,
Marc Richards
Arkon Customer Service
I've been using my Arkon powered mount heavily since May. Well, it happened -- the jaw gear broke. After perusing this board and finding Marc's post above, I gave him a call.
Very happy to report that Marc picked up on my first call; he understood my problem completely; acknowledged that they are now using nylon gears; and is sending me a replacement mount with a call tag for my broken unit. :approve:
If anyone has any doubt about doing business with Arkon - forget about it! This is a fine example of superior customer service that is missing in so many sectors of American businesses today. I recommend Arkon highly. :approve:
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After perusing this board and finding Marc's post above, I gave him a call.
