CEO of Cuddeback....who is he?

[Bill Carlsen]

I am having a problem with a Cuddeback camera. I have been frustrated with the company's return policy and want to talk to  someone who can "make a decision". This is not a put down of Cuddeback products...I am simply trying to get a chance to talk to someone in the "mangagement team" about an unusual problem with one of the six cameras I own. Any contact info you can give, aside from their usual customer support contact info would be appreciated.

[PEARL DRUMS]

Bill I work Customer Service in the metal shaping industry for a living and I will tell you for free that the ONLY way to get results, or talk to somebody that matters is to get aggressive , not mean, just use some loud tone in your voice and demand it one sentence wihtout allowing the rep to talk back to you......sad but true friend. Good luck!

[Bjorn]

Kevin Cuddeback is your man

[Bill Carlsen]

Thanks, Bjorn...how do I reach him.

Pearl: I am going to use Tradgang as leverage. If I don't get satisfaction I will let them know that the almost 25,000 members of Tradgang will get a full report. Up until now I have had little to no problems with them on customer service or the quality of their products and I certainly have posted LOTS of pics on this site and others that I get rave reviews about. I don't want to get mean but I will be honest on this one. I have been responsible for any number of folks getting Cuddebacks. I can say that customer service has been very cordial but it is clear to me that they are not allowed to deviate from the "script". All that I have ever heard negative about them is this part of their business and I am not one to complain but when I get a product that does not work (I have 5 others that are fine) I can be like a pit bull. If I read the customer service people right the only way to get some one's ear that can make a decision is to go right to the top. That's what I intend to do. I'll be fair, but honest with them but I will also be tenacious and you all will hear about it.

[Bjorn]

Bill, sorry the first name is Mark-not Kevin-and to get a hold of him just call the company.

[Terry Green]

Originally posted by Bill Carlsen:
Thanks, Bjorn...how do I reach him.

Pearl: I am going to use Tradgang as leverage. If I don't get satisfaction I will let them know that the almost 25,000 members of Tradgang will get a full report.

Bill....I really would appreciate it if you wouldn't use Trad Gang in that manner.  We don't use Trad Gang as a threat, club, or bashing platform.

Thanks.

[Bill Carlsen]

I hear you Terry, but I always thought that this was a  place where guys like me could post reviews of products as well as problems encountered. I have seen numerous posts regarding problems/issues people have with products and service from sponsors as well as non sponsors. Please be clear, am I not allowed to share with fellow Tradgang members how this thing works out? I feel it would be of service to those who would be doing business with Cuddeback or who are thinking about it. As I said, up until now I have not had a problem with them, as I own 6 of their cameras. Good customer service is as important to a company's business as is the quality of their products and I am sure that Tradgang members should know how it goes. In fact, I have had read numerous threads on this site about camera reviews and the only bad thing about Cuddeback I have heard is their customer service stinks...and I have never seen any of the mods pull or remark about someone's opinion of or experience with any product. That has not been my experience with Cuddeback so far so I do hope it works out. If you think my "using" Tradgang is inappropriate I will refrain from that in my discussion with the management if and when I ever do hear from them. At this point I am frustrated but neutral as the people I have talked to thus far are just doing their jobs.In fact I had a problem with one of their cameras about a year or so ago and was very pleased with the outcome. I just hope you realize how powerful this site can be in keeping vendors honest and ethical. To me, that is a good thing.

Bjorn....I already found that out.

[lpcjon2]

IMHO to tell us what happened is one thing but to put the name TRAD GANG into the conversation with the owner of company is not a good thing. One it makes Trad Gang look bad and two it makes you look bad. Just be nice and tell them the problem.I have gotten farther with kindness than threats. Remember when you use TG name like that your not a representative or the founder of TG.And your one of about a million people who have a Cuddyback camera. Worse case tell them your on another site and use their name.JMHO

[Bill Carlsen]

I will not use the name Tradgang in my discussion with whoever calls or if I do happen to get to speak with Mark Cuddeback. I post an several websites like LW and Tradtalk and I do not think it would be inappropriate to let them know that I post on numerous sites without going into details with them about what sites I post on.  I did a Google search and found that Deer and Deer Hunting had a member with a similar problem so this issue is not new to Cuddeback or to websites in general. I would also expect that the management team at çuddeback is well aware that bad news for them can become very viral on the internet very quickly in forums such as this as well as Facebook,YouTube, etc. That is far from my intention but I honestly don't feel I need to be "politically correct" on this site if I have problem with a vendor, whether they are a sponsor or not, and keep quiet about a bad experience. I see it all the time on here, in particular lots of questions about whether a particular custom bow is worth the price or is the service from "sponsor A" good or bad. I promised Terry I would  not drag Tradgang or any other specific site into my discussions and I will honor my word....I totally understand why that would not be good for the sites I frequent and I will honor his request.

[lpcjon2]

Share the experiencing with us.Always liked a good heads up on stuff.

[Bowwild]

Bill,
I think your most powerful point is that you are an avid customer -- you have 6 Cuddebacks and only one is causing a problem. Let them know you've told lots of friends and acquaintences, including those on popular archery forums(without naming the forums) about your satisfaction with Cuddeback cameras, to date. You're hoping for a satisfactory resolution of this issue so you can continue to be a vocal fan of Cuddeback.  

You've probably already told someone everything I've written above.  

I've watched people on my plane deal with gate attendants when a flight schedule goes bad. I've seen rude people get little or no satisfaction. Then, when the rude person walks away I try to be understanding, empathetic, and refer to the "old days" how well the airlines (Delta in my case) handled such issue.  I generally get much better results.  Again, I'm convinced from your post and your reaction to Terry Green's request that you have treated all you've talked to about this problem very politely.

I don't agree with the get aggressive suggestion. While it may work, it may also backfire. I retired from a job where I had to deal with dissatisfied customers from time to time.  I had lots of leeway as the agency director about how to handle the complaintant.  The unruly threatening folks got the minimum. Those who treated me fairly usually got what I considered "Legendary Customer Service".

[Bowwild]

Bill,
I forgot. If the President is a traditional shooter you're in trouble.  The first thing he'll ask you is what are you doing new-fangled gadgets like trail cams as a traditionalist!

Sorry, I just can't help pulling a dangling chain!  

[Bill Carlsen]

Bowwild: You are right. For two days now I have told my story and have actually had two very cordial conversations. It was very clear to me that the job of the customer service reps I talked to was to make no deals and to "stonewall" and discourage me from pushing it. I was told in no uncertain terms that their policy regarding my problem was the same "right up the line". Well, I've been around the block a time or two so I know, then, that where I need to go is to the final decision maker armed with all the good stuff I can say about the product and to also let them know that any  dissatisfaction will be "reported". I have been a loyal and happy user of their products so I really want that to continue that relationship....all I am asking is for someone who can make a decision on how to resolve this is to listen and I am sure we can work it out. Both people I talked to, I could tell, would have taken me up on one of two solutions I offered but they were powerless to make a decision. I'm still waiting for a call.

[NoCams]

Bill,
Don't be shocked if you ever get a call.... Companies just don't care most of the time these days. I went round and round with Garmin a few years back. Sad state of affairs in most companies these days with overpaid execs that care only about their next bonus check. JMHO

[Terry Green]

I emailed and called the company....I told them we would not allow them to be bashed and we won't.....

But I also said this was their chance to be a hero....and invited them to register and be the hero and provided a link to this thread.

Now, I know about 'out hunting' as I was a couple of weeks ago....and they might be, but as you can see, no response yet.....lets see if there's any resolve in another week.

[Don Stokes]

Both of my sons have been telephone customer service reps for companies, answering questions and helping with problems. In every case, their primary function by company policy was to avoid warranty work. Not Cuddeback, but that's the norm for that line of work. Sad, but true. Both of my sons left those jobs in disgust, after finding out they were rated in job performance based on what they got by with, instead of how well they helped the customers.

[stickbowhntr]

The sad part is what the walmart mentaility has done for customer service. If you yell loud and long enough at walmart you get what you want and in  most cases even IF IT WAY BEYOND WHAT IS RIGHT. True story- my buddy used to be Mgr in lawn and garden...guy brought mower back end of season and said it says one pull and it starts, they tried 6 times and gave him his money back after a season, then when he left they put gas in it and 3 pulls and it fired right up. Sad some expect too  much - in this case it sounds like the company does. Good Luck.

[Bill Carlsen]

Well, I have some good news to report. I did get a call from Cuddeback late this AM. I was listened to and the girl I talked to confirmed that they could run diagnostics on the camera and to make a long story short....the camera is on its way back to them, no charge....they will run diagnostics to determine if my story is supported by what I told them and they will repair the camera at no cost. I am getting ready for my afternoon hunt so I will tell you guys the "rest of the story". It will not be a put down or bashing. I know I have not said a lot about what the problem is so I will do that later tonite or tomorrow morining.

Thanks to Terry for his help.

[lpcjon2]

Glad to hear it's working out.