Originally Posted by okieboater
Having worked many years in the retail industry, I followed this thread with a lot of interest.
I can attest to the fact that no company wants or can handle a vocal and long term revolt from their customers.
Nothing hurts worse than loosing long term customers especially if they post in the media exactly what drove them away. Return customers are like free sales without the advertising costs to entice people to buy.
My bet is the CEO probably did not pay much attention to this entire deal until (again most likely) the Sales V/P and/or Advertising V/P had a face to face discussion of customer feedback. Either or both loss of sales or prospective loss of sales. Sales are a primary part of most executive bonus plans therefore most executives follow sales numbers pretty intently. Feedback that put the company in a terrible situation as far as retaining sales or getting new sales makes a difference in company actions.
Bottom line to me is when message board like the Buzz showcase just how upset customers are and showcase ways to get feedback to that company that is public. Executives usually take corrective action.
I often see posts that say the Buzz is dead or posts stuff that are not very important.
However, in this case I applaud the Buzz and it's members by making the public aware of just how crazy the company was using a word like
backcountry that is pretty much in the public domain to create havoc in the market place.
Bottom Line: Way to go Buzz members --- Good Job!!1
Totally agree. I think there was a backlash on some other outdoor forum sites that are even bigger then Mountainbuzz plus all over facebook too. I'm sure the customer service and "gearheads" have been getting an earful too.
I think it was less then obvious, at least to me, before this that they were some big corporate company though now that I say that it should have been. They definitely had accomplished the feel of being a close knit enthusiast owned company that had good deals and sent stuff quickly.
I think that image is well and truly gone for me. The curtain has been pulled as it were...and I'm not sure it will be able to close. Its correlates them closer in my mind to Walmart or Dick's Sporting Goods or the like and that makes me less willing to do business with them. I still buy stuff from those companies on occasion...but only as a last resort or if they have such crazy lower prices that I can't justify getting it somewhere else (though I'm still prone to avoiding buying something if that is the case).
There are other places to find good decently priced gear... not sure there will be anything to get me to buy from Backcountry again regardless of how they handle all of the litigious trademark bullshit they got caught doing.