2325 Fm 523 Rd, Freeport, TX 77541
TollFree: (800) 526-9717
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Customer service isn't a high priority with these guys. I had a rather rude encounter with a sales person named Randy. I asked for his assistance on the availability of the Torrington Bearings to fit our application. Unfortunately, I was admittedly too vague in my initial request in that I didn’t provide the sizes I was looking for. After asking for a large race washer with a minimal bore diameter, Randy sarcastically said “Wow, you are going to have to come over here and search through all of our books”. I felt that his response after I had spoken for maybe 15 seconds was totally out of line. Since Randy had acted so rudely, I had no willingness to work with him. I asked him in a firm tone (But without raising my voice) “Let me speak to someone else”. Instead, Randy hung up on me. I called the main number back and Randy answered the phone. I told him “I asked to speak to someone else”. Once again, I did not raise my voice but I was firm in my tone. Randy could have done a lot to alleviate this situation by saying that he had not intended to hang up on me but he didn’t take that opportunity. He could have initially asked me to better define my scope but he chose not to do that either. I totally understand that we as customers aren’t always the best communicators. If we were, we probably wouldn’t be in need of sales help. So while I can somewhat understand Randy’s position, I do not in the least excuse his response. I doubt that I am the only person/customer that Randy has rubbed the wrong way.
What made this even worse was that after contacting his general manager Gerry Camp and his associate Lamar Johnson with a thorough description of this incident, they did nothing. They never called back or e-mailed me back for a better account of Randy's rude attitude. I couldn't care less how they deal with their rude sales staff, but I would honestly expect them to at least provide some feedback on how they addressed this. At least say Randy had a bad day and I am sorry. They couldn;'t even do that. Really disgraceful when you consider we are a current customer.