I wish Desoto Sport would get back to being awesome again. (Page 2)

Guess you haven't heard what they did to their Mocha Frappucchinos....

OMG! How dare you! If you owned a Caribou, how you would like it someone that about your coffee!!!!!?????

I wanted to highlight that part because they did that after getting customer feedback.  So they do listen!

No, it's universally known that Starbucks sucks.

Were you cheated by Starbucks, involved in a scam, treated poorly or the recipient of bad customer service?

No, I wasn't trying to buy anything.  I just wanted to help myself to their vanilla and aspartame.  Although there were no prices listed, they said it wasn't free.  They suck.

I had an 'issue' with Desoto last year when I bought some new tri shorts to replace my worn out ones that I've loved for 4 years and 1,000s of miles. As you can see from the pic, the new shorts have less pad in them and it was obvious when I test-rode them on the bike.

I emailed the website with my feedback & pics and in the subject line I put "Hey, your new shorts suck". I received an instant reply from the marketing director and he said Emilio would call me as soon as his plane landed because this would be his highest priority.

Sure enough, he called during his taxi ride and we chatted, or I sould say he did most of the talking. He said they reduced the pad "somewhat" because that's what the sport demanded, but I probably just received a defective pair. I called BS and said they reduced the pad size to save a few pennies on material.

After the phone call and several personal emails; he said if I would send them back to where I bought them, then that distributor would have to send them directly to Desoto for examination, and then they might replace them if they were "defective". I didn't have time since my century ride was a week away, I just returned them for a refund and bought a pair of Zoots (with plenty of pad) from my local REI.

In the end, we parted ways amicably basically saying that not every customer will be satisified. Well, I'll never buy another Desoto product and neither will any of my friends or family. Yeah, he 'cares" and they have a policy for customer service, but in my case is wasn't to be.

What is frustrating is how companies who have a GOOD product will keep 'improving' them until they are no good any more. New buyers today won't know how good the old style used to be.

Don't the clothing & gear makers understand the concept of someone who is loyal to a product that works?

I think so.  I was wasted that night and the camera angle make me look like two.  And the one-piece pajamas.

Double post

So how do you feel about review sites or aps like Yelp, Google reviews, Urban Spoon, etc...?
Facebook even rolled out a feature where you can "review" a company you "like"- not sure if the page owner has any say (maybe they do?)

My original point was, and still is, that as a business owner you (or someone you hire) should be constantly monitoring your brand - ESPECIALLY in today's social media age where users bee line to the internet to find reviews and base decisions sometimes solely on that. I know I do. Just look at all of the threads on this site "Should I buy XXX or XXX" - this thread is no different. 

There are many free programs online that will monitor social media mentions as well as ANY online mentions (of course the paid ones are better, but it's a good place to start). Then it's up to you as to how you handle those mentions - but with today's internet I think businesses should be prepared, and have a plan for, for negative feedback without a guaranteed opportunity to respond. Just the way the internet (and world) is...
  

And to bring it full circle, someone here once complained about DeSoto trying to cheat them,and I posted in defense that DeSoto was one of the fairest and most upstanding company's around.  Emilio PM'd me directly and thanked me, and actually gave me a little discount

he monitors

You and I are saying the same thing
I had said earlier that after/while monitoring, the owner could then decide how they wanted to handle it (which may be not at all, depending on the weight and reach of the influencer). 

I guess I was more addressing your first post where you said you didn't agree with a customer making statements online where the owner didn't have an opportunity to respond. To that, I ask, how is that any different than me having a conversation with 10 of my friends and saying "I didn't really like Bripod's services, I wouldn't recommend."

The internet is just another venue for word of mouth. Sometimes you have the opportunity to respond (if you are monitoring) and sometimes you don't. But I think businesses are missing a huge opportunity by choosing not to monitor what's being said about them. I think it's important in EVERY industry, especially one that deals directly with the public (doesn't yours, to some degree?).

No I don't own a business but I monitor my employer's brand and created the strategy for responding (or not) to online mentions.
  

After reading Yelp reviews of the bar/restaurant that I work at, I have come to the conclusion people whine.... alot.

The internet is fabulous for everyone being an expert without ever having to any type of confrontation. I have seen some reviews before where I know the exact customer who posted it. They won't say a word while they are there, but will give the restaurant one star and claim they were served the equivalent of dog food. It always make me laugh when I see a reviewer with 20 reviews and 19 of them are 1 or 2 star reviews.

None of this has anything to do with the current topic. I just got off a long night at the the bar though and felt the need to rant.

I think Yelp should be renamed Yell.  They often suppress the positive reviews and only let the negative stand, people who are unhappy are much more likely to find a voice than people who are satisfied.  IMNSHO

As to the OP, I got into the sport later than you and adore all my DeSoto stuff - I do not mind the seaming that looks like underwear on my one piece tri suits, and as to the pocket issue - I bought some men's shorts - solved it.

KSH: I saw you posted that you sent an email to Emilio. Sorry the response was less than you hoped for. You might try contacting him on ST as he posts there often. It might be worth another try.

FWIW: One of my favorite trisuits is a Desoto Forza, I am wearing it in my avatar. However, I now wear custom suits from Epix Gear as they are my sponsor. Obviously I do not have the issues you did, but I really liked the little outside pockets on the legs of the Desoto suits. Great for gels!

Yer looking for another discount aren't you?