Problems with Bynature Organics Canned

When I e-mailed Purina I got a return e-mail the next day with number to call, which i did and had a long talk

I was asking about the e-mail,not the phonecall.

When I sent them the e-mail i asked a number of questions and their return e-mail said to call that number and talk to one of their--i forget the term--or, e-mail them my phone number and they would call me. 
 
I liked talking to them direct because I thought of other things and if they said something i didn't understand, i could ask and get it straightned out.  I asked about them spraying old grease, etc on their food to enhance the smell for dogs and she said no.   I was pretty sure of that anyway as i find dogs'  food actually smells rather nice and having worked in fast food place in Summers and in a restuartant for a short time, i knew the smell of old rancid oil  She told me their meats are human grade and they use no "used" or "second hand" products.    They do not use sour or moldy grains.

Any company that manufactures or sells a product or service should be WILLING to put $$$ into a strong CS department, because it's the consumer that is filling their bank account. Without the consumer, they would not be in business long. It's a matter of respect for the end-user and PRIDE in their product.
Granted, I'm not feeding the CS, but if they are willing to put customers on the back burner until it's convienant, then they may be willing to cut corners in other areas. After all, the consumer will never know.
Company A makes the BEST product, uses the BEST marketing, has the BEST packaging, and SUCKS at customer service. So, as an Exec of this company, where would I then focus to improve? The customer service department! By virtue of my desire to make my company the best, I fire the customer service manager (even though she's my SIL) and hire someone with a PROVEN record in providing top notch CS. This person in turn, finds the weak links in the department, and make the necessary changes to improve the level of SERVICE the consumer DESERVES. Now, Company A, IS the BEST! The consumer can feel confident that if they havea question, concern, or comment, they will be addressed in a timely manner, fully and completely. That's a product or company that people have faith in!
 
People, by nature (no pun intended), like to feel important and ANY company that doesn't make them feel that way, loses business. If they do it with one person, they are doing it with others. It's a matter of respect for the people that are keeping them in business.
 
Now, I'm sure that there's not one person on this board that can say they haven't gotten just a little ticked off when they have recieved crappy CS at some point. Think about trying to make a return to a store, say, after christmas! Wait in a LONG line, get to the counter and the CS person has to go to the back, wait some more, tell your story, just to hear, No reciept, sorry, no refund.
 

ORIGINAL: kennel_keeper

Any company that manufactures or sells a product or service should be WILLING to put $$$ into a strong CS department, because it's the consumer that is filling their bank account. Without the consumer, they would not be in business long. It's a matter of respect for the end-user and PRIDE in their product.
Granted, I'm not feeding the CS, but if they are willing to put customers on the back burner until it's convienant, then they may be willing to cut corners in other areas. After all, the consumer will never know.

[sm=clapping hands smiley.gif] My thoughts exactly.

Kennel_keeper, thanks for the advice. I had emailed the company on Saturday after not receiving a call from them on Friday. Well guess what..checked my email today and saw that the email could not be delivered. This is what it says "This message was created automatically by mail delivery software.A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:
[email=info@bynaturepetfoods.com]info@bynaturepetfoods.com[/email] mailbox is full: retry timeout exceeded".
So I tried emailing them again this morning. No luck. Just tried again and it still failed. What kind of crap company has a full mailbox?! [sm=banghead002.gif]
Also, I have been calling their CS line numerous times today. Still nobody answering. Who knows when they will finally bother to check their voicemail and give me a call.
In the meantime, there are probably eople feeding their dogs Bynature canned foods that contain things like unidentified seeds, plastic, pieces of bones, and who knows what else, and have not realized it.  So for those of you who have thought about trying this brand of food, my suggestion is to forget it. There are plenty of other good pet foods to choose from. If you still want to try their food, do it at your own risk. If you do find things in the cans that should not be in there, be prepared that you will not be able to communicate with the company. Their quality control leaves much to be questioned, and their CS is non existent.  [sm=angry.gif]

Update: Just received a call from the company. The lady that spoke to me sounded very concerned and was apologetic. She also said she appreciated me calling them to report the problem. She listened to every detail and asked for the batch numbers on the cans. They will investigate and get back to me to keep me informed about the outcome. It was really frustrating having to wait this long to be able to communicate with them but now I'm just glad they called today rather than later. Let's see what happens and I hope they do call back at some point...

This is someone off topic, but does relate to customer service, or companies following thru.  We switched electric companties back in the Spring.  When I signed up I was give 3 $50 coupons, one to be sent in each year between such and such months.  I was to send the first one when i got my first bill.  Well, it wasn't until i got my first bill i realized my payment went to Dallas, my coupon to Houston.  I followed instructions clear down to running off copy of coupon and bill.  I mailed them both on June 1.  Got my net bill, no credit for coupon.  I called and after being on hold about 15 minutes I was told it takes "about 45 days to process the coupon, so it would be deducted the next month. Mailed that payment around July 1.  Got my next bill, no deduction.  I called again and was giving a run around about the 45 days to process the coupon, etc, etc and it would be dedicted the next month. Mailed that payment around Aug. 1.  Got my next bill, no deduction, and I am started to get pretty darn mad.  It really is the principal of the thing more than the money--but hey, with sky high eletric bills, who couldn't use a little extra off.  This time I was told that an -e-mail was being sent and it would be deducted off my next bill.  I sent in that payment around Setp. 1.  Got my next bill, and it still wasn't taken off.  I called and this time i did get nasty.  I did tell the lady I was talking to that I did not blame her, she is just a peon caught in the middle, but I was getting fed up.  I
 
Again, as always I was on hold for ages while my "records" were checked and the problem looked into.  She finally came back and said she saw where I had been calling ech month and that she put an investigation on it and it whould be deducted from the net bill.  She also minuted the 45 day approval, etc and I told her I should not have to wait 45 days to get a coupon THEY gave me to be deducted.  They don't wait 45 days after reading my meter to bill me and sure as blazeds dont't way 34 days--or 4 months-=-for me to send mypayment in.  I sent in THAT payment around Oct. 1.  Got my next bill and guess what, no deduction.  I called and this time I told the lady i was getting rady to switch back to my old company and if I did they would NOT get that $200 fee from me for breaking my 2 year contract because they had broken their end of the deal.  If they couoldn't handle something as simple as deducting the coupon, what the blazes would happen if there was a big screw up on my bill.    Once again, all this time on hold and she comes back and tells me that what i signed up for didn't include the coupons.  I told her that I was GIVEN the coupons by the person who signed me up.  I had not cut them froma paper, etc.   She told me to call the next morning and talk to a accountant specialist.  I called the next morning, but was never put thru to a specialist.  As always I was on put on hold forever, sh came back and said she saw where I had called so many times (this was my 7th call to them) and that a couple of times an investigation had been asked for and the copy of my coupon was actually in my files.  Said it should be taken off my bill next month.
 
Hubby is so darn made about it he says tell them to go to  &^$% and they are not getting that $200 from us because they are the ones that broke the contract, not us.  We had switched to them becuase they are a well known American company where our other compnay had sold out to England a while back and we felt our money should stay here in the states.  Now we are beginning to wonder.
 
And I do think if it is not deducted next time, i am going to write letters to editor of the paper in several of the larger cities withing a couple hundred miles, and if needs be take out an ad warning people.  Also tell the story AND NAME names on the web.  I got the proof i was given the coupon, that i sent it in and that they have never deducted it, failing in their end of the contract.
 
 

I would think that the big companies like Hill's and Purina have lots of people doing nothing but customer service. They're huge corporations and can afford to do that.