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Old 08-29-2014, 07:09 PM   #15
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We bought our ProPride directly from Sean over the phone when we needed a new hitch quickly, and he did everything possible to get it to us. It came quickly, and he then offered his personal phone assistance to have a hitch shop install it for us.

He is the founder and president of ProPride. I have never experienced such exceptional customer service before or after.

By the way the product is absolutely first rate. The Hensley/ProPride is a remarkable device, nothing like it for towing comfort and safety.
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Old 08-29-2014, 07:30 PM   #16
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AWCHIEF how would you describe your post #2?
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Old 08-29-2014, 07:47 PM   #17
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Originally Posted by ghaynes755 View Post
AWCHIEF how would you describe your post #2?

Nothing thinly vailed about it. It was and still is my opinion.
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Old 08-29-2014, 08:10 PM   #18
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Sean does a great job; very happy with his customer service.

And as for that last comment. If you don't know what you are talking about, your opinion is not a contribution and a waste of everyone's time. Maybe you should just focus on things you do know something about, if there are any....


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Old 08-29-2014, 08:17 PM   #19
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Originally Posted by NCstreamer View Post
Sean does a great job; very happy with his customer service.

And as for that last comment. If you don't know what you are talking about, your opinion is not a contribution and a waste of everyone's time. Maybe you should just focus on things you do know something about, if there are any....


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And I can respect that is your opinion without insulting you.
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Old 08-29-2014, 08:24 PM   #20
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I was just stating a fact, no need to take that as an insult.


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Old 08-29-2014, 08:37 PM   #21
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Please - let's play nice together.


One guy's interpretation - the description of the OP could warrant a view of less than ideal customer service. I saw nothing wrong with AWCHIEF's reaction to what was described.

We just don't know the details. Most of us who are PP customers have gotten so used to Sean responding to texts and calls to his cell, it's hard to imagine a lack of response. However - I don't know how many folks work at the company and no one person can handle every call as email for thousands of customers and prospective customers - so if Sean is acting as a one man band, that model feel great when it works and will feel horrible when it doesn't - the more customers and prospects, the more the likelihood the service model will become inadequate - that's not a judgement - just a logical conclusion...

I use his cell (whether texting or calling) and I don't think I've ever waited more than 2 hours for a return - including at least a dozen calls on different Saturdays and Sundays.

That's been my experience - everyone's mileage can vary.

Good luck everyone!
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Old 08-29-2014, 09:10 PM   #22
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Just responded to your PM. Approximately 2.5 hours after it was sent and I was aware of this.

As always… CELL phones are much more reliable than contacting a land line in the year 2014.

You can text or call any time, day or night, and I will respond immediately or at the first moment I am available.

If any of the Blue Ox customers above has Ellen Kietzmann's cell phone number please post it so I can contact her this Sunday at about 9:32am. I have about 10 used, Blue Ox hitches laying in the shop I'd like to call her and ask questions about.


-
In my original post I stated:

"The reason I chose ProPride was all the great reviews on the Pivot Point Projection type hitches and the excellent customer service being touted by all the owners of the ProPride. The previous owner told me he had been trying to contact ProPride about the warranty transfer but with no luck, but I thought maybe he had not really tried. Well, after 4 emails now (2 directly, 2 through their website) and a phone call with a message to return my call I have had no luck. The only thing I have not done is try to call the owner directly on his cell phone. Have they went out of business?"

Today, I sentSeana private message through the airstream forum, and yes he did answer the message very quickly. I look forward to talking to him and becoming a customer. And I will call his Cell Phone from now on and only his cell phone. If anyone thinks I disparaged Sean or his company reputation, I apologize, because that was not my intent. I was simply stating the problems I was having and genuinely asking if ProPride had went out of business. I think ProPride is a great company with a great product or I would not have bought the hitch.

However, saying all of that, there are issues contacting ProPride the way the website states. And I will restate here again, "If the only way to contact them is through the owner and his personal cell phone then the website should say that."

Thanks, and Sean I will be calling very soon.
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Old 08-29-2014, 09:32 PM   #23
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Quote:
Originally Posted by brgreene View Post
In my original post I stated:

"The reason I chose ProPride was all the great reviews on the Pivot Point Projection type hitches and the excellent customer service being touted by all the owners of the ProPride. The previous owner told me he had been trying to contact ProPride about the warranty transfer but with no luck, but I thought maybe he had not really tried. Well, after 4 emails now (2 directly, 2 through their website) and a phone call with a message to return my call I have had no luck. The only thing I have not done is try to call the owner directly on his cell phone. Have they went out of business?"

Today, I sentSeana private message through the airstream forum, and yes he did answer the message very quickly. I look forward to talking to him and becoming a customer. And I will call his Cell Phone from now on and only his cell phone. If anyone thinks I disparaged Sean or his company reputation, I apologize, because that was not my intent. I was simply stating the problems I was having and genuinely asking if ProPride had went out of business. I think ProPride is a great company with a great product or I would not have bought the hitch.

However, saying all of that, there are issues contacting ProPride the way the website states. And I will restate here again, "If the only way to contact them is through the owner and his personal cell phone then the website should say that."

Thanks, and Sean I will be calling very soon.
No need for apology in my view - you shared your experience and it wasn't satisfying. Your suggestion seems reasonable to me - if the very best way is by cell, that's probably the best thing for Sean's site to communicate.

It's in the installation manual and I can't tell you how ticked off I was that the dealer who installed it NEVER EVEN TRIED TO CONTACT SEAN despite Sean offering to walk them through the installation as it was their first time!!

I'll be ok :-)

Good luck! Have fun with the hitch and go camping!!
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Old 08-29-2014, 10:01 PM   #24
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brgreene, Glad to hear things are working out for you. Hope they continue that way in the future. Good Luck and enjoy your new hitch.
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Old 08-29-2014, 10:14 PM   #25
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I totally agree with all the PP users who have had positive comments about Sean. When I purchased my PP he went out ofhis way to help and facilitate the purchase and installation which I did myself.

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Old 08-30-2014, 08:04 AM   #26
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I've never dealt with Sean or own his hitch so this IS just an opinion based on his postings and customers comments.

He's proud of his product and takes extra steps to support and back his company and customers.
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Old 08-30-2014, 10:08 AM   #27
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Honestly,,,,, if I buy a product used, I don't really expect mandatory customer service from the original seller, certainly not to the point of "calling them out" in a public forum.

"The customer is always right" mentality has infected our culture and economy.

My final statement on this post is not directed at ANYONE ON THIS THREAD, it is a general statement of fact. The customer is not always right, SOMETIMES the customer is an a- hole.

Anyone who runs an honest business knows well that 95% of "customer relations"is expended on about 5% of its customer base, and 75% of the content of this customer service is saying the same thing in different words over and over and over. The statistic alone tells a few stories.
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Old 08-30-2014, 04:17 PM   #28
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Sounded like an insult to me.
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