Save Phace / Fish Hedz Customer Service!

[crawchuck]

I had a reply typed out this morning but opted to not post it. Now I think I might. I don't own the product but was thinking of getting something since non-boaters get teary eyed going +++speed across the water too!  Now I thought the owner coming on here was a great thing and I don't think you'll find many company owners who will do that . Then all of a sudden there's all these staff coming on here flaming.  I think the owner did well enough and you staff just blew it.  I still might like to try the product but will not go through pro staff to get one.  Let the man take care of his business and do your jobs!  If I see one more flaming post on here from pro staff I will not even consider buying the product so it will be your fault if a sale is lost!

[Marc]

Save Phace is one of my sponsors so I'm putting that on the table upfront.  

The reason they are one of my sponsors is because they had the vision to produce a product that my favorite sport has lacked in my 30+ years of tournament fishing.  I went through everytype of face/eye protection ever conceived, and none proved satisfactory under all conditions.  (ski goggles that fog, bubble shields that can't handle speed and get scratched and split, motorcycle helmets that made me not hear my blastoff number called and also that broke two Lamiglas titanium rods stored and bouncing in my locker in rough water, paintball masks that can't handle speed or sunglasses underneath, even Army tanker goggles with NBC protective mask prescription inserts that fogged unbearably).

Over time I decided I was better off not wearing anything over my eyes except expensive form fitting prescription sunglasses which didn't help in early morning blastoffs or rain.

When I hit a coot crossing Frank's Tract on the Delta at high speed, I realized how important eye protection is and that caused me to seriously consider the Fish Hedz that had just hit the market.  It was easy to see even before owning one that this product eliminated most all of the problems the alternatives failed to correct.  Being new, it wasn't perfect as we found out when some of the lenses had the antifog coating applied incorrectly by the subcontractor.  

I'm not going to revisit what others have already communicated about how the company stood behind the product, but realize they did stand behind it and continue to do so.  I'm also certain the product will continually improve, and consequently some will always feel like they got the short end of the stick because their model isn't as good as the next.  Who hasn't felt this way about the computer you bought last month that is already obsolete, or the television, or the $200 reel?

My first real bassboat that I bought new was a lime green metalflake and white '77 MonArk McFast 15 with a 90 hp.  Man was it state of the art and the answer to most of my fishing challenges.  It was the cat's meow on the market at the time, but crude by today's standards because the market continued to improve to stay competitive and meet the customer's needs.  It had many problems, but you could live with them when you are yarding big bass over the gunnels that without the boat you never had a chance to get.

My point is that no product is perfect for everyone under all conditions as soon as it hits the market.  With time and experience improvements happen.  My Fish Hedz was truely better than any other solution on the market, and continues to get better.  I am thankful someone stepped up to the challenge and took the risks to make my favorite sport more enjoyable and safer.  

Likewise, customer service is rarely something that is perfect right out of the box.  As an outdoor writer and a product manufacturer myself, I have learned lessons the hard way that without face-to-face communications you can never be sure you are clearly communicating your intended message.  We all have experienced this since we all have made or read internet posts on forums.  My only suggestion here is to never assume...but instead if the subject matter is worth discussing in the first place, then consider it important enough to get it resolved, even if you have to go up the chain of command to find someone that understands your message.  

You don't "win" just because you are right about something, or justified for feeling like you weren't treated properly. The winners are the people who learn how to resolve problems that allow them to enjoy life more.  

My fishing is more enjoyable and safer since Save Phace developed the Sport Utility Mask, so it is a winner in my book.

Anyone in the Pacific Northwest that would like to borrow one of mine is welcome.  Just email me.  Topcat, if you and Denise would like to borrow mine I will ship them out to you to try at my own expense, or I will bring them to Page for this fall's Yamamoto writer's conference, and you can use them there.  If they don't live up to your expectations after trying them, then you have lost nothing.

ciao,
Marc

[Ron Fogelson]

Marc Thank you for your thoughts and in-site from your personal experience! 

You are absolutely 100% correct in talking about customer service.  Good service is hard to define and isn't the same for all people, but you know it when you see it.  I'm sure with Mr. Jerry Wright's recent publication of his direct line and his personal assurance he will work with each customer should he be needed things can only improve on a much needed accessory such as Fish Hedz.

Fogy

[Jerry Wright]

I am the President/CEO/Janitor of Save Phace.

To my Pro Staff-PLEASE DO NOT REPLY TO THIS THREAD!!!!!!!!  Let me say this again, DO NOT REPLY TO THIS THREAD!

My Product and response should suffice.  If anyone has a problem, PLEASE CALL ME DIRECTLY at 1-866-783-3223 ext. 9.

FYI-the $6.95 for Shipping and Handling are legitimate.  I paid to have the product shipped over here from Asia, then to you, not to mention  I warehouse it, pull it, pack it and ship it.  So I'm losing money by doing this for $6.95...

[Ryan Day]

I have been fishing for most of my life, I am only 30 at this point. I fish no less that 13 bass events a year. I fist tryed Fishhez about 11/2 years ago, and was so impressed with it I got one right away. I have used it all over the US and in every weather condition. I have never had a problem with my mask.

I was so impressed with the product I joined the pro staff. Jerry has aways been a man of is word. I didn't have problem with the new mask, but they sent me a new lens just in case. Jerry has always responded to any email I send him and any calls I have made.

Its a great product and I don't get on the water unless I have my mask. Some very big pros use the product and love it.
If you have had a problem with the mask, then that is a bad deal, but please give Jerry a chance in making it right.
Ryan L Day

[Ron Fogelson]

I am the President/CEO/Janitor of Save Phace.

To my Pro Staff-PLEASE DO NOT REPLY TO THIS THREAD!!!!!!!!  Let me say this again, DO NOT REPLY TO THIS THREAD!

My Product and response should suffice.  If anyone has a problem, PLEASE CALL ME DIRECTLY at 1-866-783-3223 ext. 9.

FYI-the $6.95 for Shipping and Handling are legitimate.  I paid to have the product shipped over here from Asia, then to you, not to mention  I warehouse it, pull it, pack it and ship it.  So I'm losing money by doing this for $6.95...

Hi Jerry, thanks once again for stopping in here; your willingness to get to the bottom of this says alot. 

[T1A]

Is the horse dead yet??

[Chopper Dave]

Is the horse dead yet??

A-MEN!!!!!

[MotherNature]

I would just like to say that I was out of line by voicing any missunderstanding I may have had here on the site. Although Fish Hedz was slow at getting the lenses to us I should have called Jerry to give him a chance to solve our issues, but then I would have been getting special treatment.  It is paramount that All our sponsors fulfill obligations to our members, as we fulfill our obligations to our sponsors.  Lessons have been learned.

Just to clear a few things up, Fish Hedz did pay for 3 months of advertising of which we completely fullfilled our commitment. They gave us one mask to give away in our Tackle Giveaway and that prize was given to a member of the site. The two masks that Mike and I have we purchased with our own funds so that we could get a fair unbiased representation of the Fish Hedz product.

I'm very sorry it had to come to this to get things rectified.  However Jerry's commitment to stand behind his company and willingness to provide direct access to all customers who need his help is obvious now that he has posted his phone number in this thread.

My Product and response should suffice.  If anyone has a problem, PLEASE CALL ME DIRECTLY at 1-866-783-3223 ext. 9.

I wish Jerry Wright and Save Phace the very best in the future.
Laurie Cork

[topcat]

Very well stated  Laurie...and thank you Fogy for representing Our Family......I think you did a awesome job.....Jerry has promise to take care of any problems if  a mask is purchased...that to me is trying to rectify the problem.............

I am very proud to be a member of Ultimate Bass....Laurie I think your action were above board...because you were not just thinking about yourself...you see that in so many organizations today....but here at Ultimate Bass it truly is about the members.........

you could have chose to get special treatment but you did not.....for that I am very thankful because  we now have a promise from the owner of the company Mr. Jerry Wright's personal assurance he will work with each customer should he be needed and his toll free number to contact him.............

none of this would have taken place if you had chose special treatment....but because you opted to look out for all of the members and not leave them to fend for themselves all of the Ultimate Bass members have benefited..............

and yes Laurie lessons have been learned......and the one I learned here is "THE BUMPS ARE WHAT YOU CLIMB ON"....Laurie thanks for the bump .......now Ultimate Bass can climb a little higher because each bump is a stepping stone to greater things...we don't like Bumps in life we like things to go smooth.....but bumps are what we climb on THANKS AGAIN  LAURIE 

Topcat

....

[Dug]

Well said Topcat.  I feel both Laurie and Mr Wright showed integrity and that is what makes this site the best bass site and dare I say one of the best sites regardless of subject interest on the web!

Doug

[Stratos2]

I agree with Dug...

I followed the posting trail yesterday on this and agree with TopCat's comments totally....

There was integrity shown by both Laurie and Mr. Wright in introducing / solving the problem..

I too want to "THANK" - FOGY for his help and ability to keep the matter on the right track..

Thanks

[spetro]

Yep....class acts on both sides