Winters100
Well-Known Member
Glad I read this. I had the Equetech 'Glacial' coat in my sights as a Christmas present (I mean a present to me, but if I didn't order my own then OH would probably get me a case of whisky and I don't drink hard liquor). I will now look for other alternatives - suggestions anyone?
What bothers me here is not the fact that someone had a problem with a product, but the reaction of the company. I also find it very dishonest that this poster has previously recommended Equetech products without disclosing that they work for the company. I do not know if it is illegal, but it is certainly not being transparent.
In my opinion companies dealing with animal products are usually quite good with customer service, and they should be, after all they are dealing with groups of people who continually share information.
As an example of how to deal with customer problems I can point to Dengie. Last year I had some chaff which none of the horses would eat. I contacted them to ask if there had been some change to the product. They responded immediately, told me that there was no change in the formula, and asked me to send a sample. As I am abroad this would not be practical, so they tested their retained samples and let me know that all was fine. I was not asking for any refund or replacement, but on their own initiative they contacted my feed supplier and arranged for replacement bags to be delivered to me, which the horses happily tucked into. Result is that I remain a loyal customer, and actually would say that I feel even more positive about their brand than prior to this issue, and would choose their products over other brands.
Equetech - take note. You could have turned this into a PR triumph. Had you taken back the coat for testing, helped the customer, replaced it if faulty, then she would probably have been posting here about what a great company you are. No one wants to buy an expensive coat that might be not waterproof within a year, especially when the company simply hides behind it being out of warranty, at these prices people expect products to last. Instead you have shot yourself in the foot, and whenever anyone googles your company name this thread will pop up. Maybe it is time to do the right thing, replace the coat, and hope that this results in some positive feedback.
What bothers me here is not the fact that someone had a problem with a product, but the reaction of the company. I also find it very dishonest that this poster has previously recommended Equetech products without disclosing that they work for the company. I do not know if it is illegal, but it is certainly not being transparent.
In my opinion companies dealing with animal products are usually quite good with customer service, and they should be, after all they are dealing with groups of people who continually share information.
As an example of how to deal with customer problems I can point to Dengie. Last year I had some chaff which none of the horses would eat. I contacted them to ask if there had been some change to the product. They responded immediately, told me that there was no change in the formula, and asked me to send a sample. As I am abroad this would not be practical, so they tested their retained samples and let me know that all was fine. I was not asking for any refund or replacement, but on their own initiative they contacted my feed supplier and arranged for replacement bags to be delivered to me, which the horses happily tucked into. Result is that I remain a loyal customer, and actually would say that I feel even more positive about their brand than prior to this issue, and would choose their products over other brands.
Equetech - take note. You could have turned this into a PR triumph. Had you taken back the coat for testing, helped the customer, replaced it if faulty, then she would probably have been posting here about what a great company you are. No one wants to buy an expensive coat that might be not waterproof within a year, especially when the company simply hides behind it being out of warranty, at these prices people expect products to last. Instead you have shot yourself in the foot, and whenever anyone googles your company name this thread will pop up. Maybe it is time to do the right thing, replace the coat, and hope that this results in some positive feedback.
Last edited:
