Poor/bad customer service

C2 RIBS · 15 February 2009, 16:21

Not sure if others have seen this problem recently. I have been busy getting boats ready for new season and have been out visiting shows and chandleries. I have called many companies who advertised the items I was seeking, varying from PFD's, gloves, covers and bits and bobs. I use regular companies who have remained good but did not stock the addtional items.
I then have to say that many companies failed to return calls, and prices for my review. I cannot make out if this has been a mistake or stupidity by a member of staff. The problem then lies with these companies going to the wall and the staff being laid off and possibly there was business to take but missed. Is this a wake up call for others who employ staff to re iterate the need to look after new and regulary customers?
This is not meant as a rant but to tell others of some experiences during this recession. Easy for me self employed means I need business to be paid. Hope others have better experiences and I have been unlucky recently, but safe to say I wont order from those companies who fail to talk to me (no one on Ribnet as far as I am aware)

PeterM · 15 February 2009, 16:37

I agree - its like companies are using the ' downturn' etc as an excuse for not caring anymore.

If I'm buying 'expensive' things I'm a one chance kind of guy , but for smaller stuff maybe 2 or three goes just to allow for those 'bad day' situations like being non-stop busy , some kind of drama etc.

Some places you get faultless service for a 90p bulb , at others a £900 bit of electrics doesn't seem worth buying. Mind you had my car seviced Friday quoted £500 quid ! Paid £400 as I just asked if they could do anything to make it cheaper ! I'm asking for discount on everything at the mo!

One point alot of people miss is (even if employed) - they should still do some work to get paid (not just turn up to a place of work ! )

JSP · 15 February 2009, 16:42

What I'm finding is a little different. I hate using phones, always have and always will so I email allot. I find a hell of allot of companies don't answer emails. And when I do ring they either say it's down to an over sight or hadn't checked emails! Why have an online outlet?
I used to find it allot with photographic supplies.

Mine is a rant

PeterM · 15 February 2009, 16:53

Quote:

Originally Posted by JSP

What I'm finding is a little different. I hate using phones, always have and always will so I email allot. I find a hell of allot of companies don't answer emails. And when I do ring they either say it's down to an over sight or hadn't checked emails! Why have an online outlet?
I used to find it allot with photographic supplies.

Mine is a rant

I do find this too - alot of companies set things up then never bother using them properly, but I find that you can tell alot by phone manner as to what service you will get ( and you can ask for cheeky discounts ! )

ecoXR24 · 15 February 2009, 17:34

It may not be entirely the company's fault. We've had many conversations recently with people who've had problems with email not arriving or not being received. Possibly because of over-zealous spam filters - or because they receive so much spam that they accidentally delete real emails along with the junk. Please don't give up if you rely on email communication.

Our company, for example, has had real problems with people using btinternet and yahoo accounts which apparently randomly appear or disappear at will - and we're very aware that reflects badly on us!

C2 RIBS · 15 February 2009, 18:14

Quote:

Originally Posted by Blackroady

I agree -

One point alot of people miss is (even if employed) - they should still do some work to get paid (not just turn up to a place of work ! )

Good point, shame a few others dont realise this

Rogue Wave · 22 February 2009, 21:34

Quote:

Originally Posted by Blackroady

One point alot of people miss is (even if employed) - they should still do some work to get paid (not just turn up to a place of work ! )

Absolutely I'm constantly astonished by people who think they are owed a living, even more so when they are contractors, like what I am.

PeterM · 23 February 2009, 09:39

As a follow up on this - I was pleading to get hold of some antifoul on here a week or so ago ( thanks to all who responded - job now done ). I called a local chandlers - had to leave a message as the answerphone said they were busy ' serving other customers' - right I called 3 times over the course of 3 hours !

They returned my call a WEEK later ! You could say they had missed the boat !

Just to add - this was no-one who was recommended on here

Channel Ribs · 23 February 2009, 10:32

Things are getting very difficult, suppliers are now not holding stock and their distributors or the manufacturers are also holding back. Credit accounts are being withdrawn and payers are getting slower!

Even for a well meaning business it can be quite hard to have the right stuff at the right time.

On the subject of online shops, it is getting to be a full time job keeping the prices up to date - too slow and you stand to make a loss as some products shoot up by more than the margin.

Harsh times.

Maximus · 23 February 2009, 10:58

Quote:

Originally Posted by Blackroady

As a follow up on this - I was pleading to get hold of some antifoul on here a week or so ago ( thanks to all who responded - job now done ). I called a local chandlers - had to leave a message as the answerphone said they were busy ' serving other customers' - right I called 3 times over the course of 3 hours !

They returned my call a WEEK later ! You could say they had missed the boat !

Just to add - this was no-one who was recommended on here

It,s 200 years since the birth of Charles Darwin,it's not just animal species his law of 'natural selection' apllies too!this type of shoddy practice,which we all experiance from time to time will ultimately put these operations on the scrap heap,now,quicker than ever.I just hope we as a nation learn in these hard economic times, service realy does count!

Channel Ribs · 23 February 2009, 11:42

Quote:

Originally Posted by Maximus

It,s 200 years since the birth of Charles Darwin,it's not just animal species his law of 'natural selection' apllies too!this type of shoddy practice,which we all experiance from time to time will ultimately put these operations on the scrap heap,now,quicker than ever.I just hope we as a nation learn in these hard economic times, service realy does count!

I am not so sure it is that simple.

For many years marine goods have been steadily dropping in price, many businesses have geared up to attract customers based on price - because that is what the market demanded. We experienced long-standing customers buying electronics from unknown internet sellers for the sake of saving less that £1, only to come back to us because they had problems or questions that the "box shifters" could not deal with.

PeterM · 23 February 2009, 13:53

I think most people on here are relativley fortunate in that we can all in some way afford to have a RIB/ SIB/ boat of some kind etc, and most seem to quite willing to recognise the 'value' of decent service.

I dont mind paying a few quid more for a bit of decent service , but why would anyone pay more for not getting a service ? I think the market is changing .................service is becoming more important again .

I'd still always go to a place that gave me decent service, even if that service was a quick & polite response 'no' (ie they dont have or cant get what I want/ need).

People will will use the WEB as it can offer the same sort of 'non-service' as SOME local shops but at a cheaper price.

What value do people put on decent service ? personally I think its sometimes worth a fortune ! ( I went to buy a £300 bike on Sunday from Halfrauds - the service was so poor I just walked away - it would have taken them about 20 seconds to take my order - but no-one to be seen to speak to - I'm now buying online)

Nos4r2 · 23 February 2009, 15:50

Quote:

Originally Posted by Blackroady

I think most people on here are relativley fortunate in that we can all in some way afford to have a RIB/ SIB/ boat of some kind etc, and most seem to quite willing to recognise the 'value' of decent service.

I dont mind paying a few quid more for a bit of decent service , but why would anyone pay more for not getting a service ? I think the market is changing .................service is becoming more important again .

I'd still always go to a place that gave me decent service, even if that service was a quick & polite response 'no' (ie they dont have or cant get what I want/ need).

People will will use the WEB as it can offer the same sort of 'non-service' as SOME local shops but at a cheaper price.

What value do people put on decent service ? personally I think its sometimes worth a fortune ! ( I went to buy a £300 bike on Sunday from Halfrauds - the service was so poor I just walked away - it would have taken them about 20 seconds to take my order - but no-one to be seen to speak to - I'm now buying online)

I'm with you on that one.I buy a lot online,but there's certain (non-online businesses) places I'll buy from even though they aren't the cheapest by a long way and it means a drive to get there.
I do it simply because the service goes above and beyond what you'd expect as they take pride in their business.
I also rather value the good advice and honest opinions given rather than having a sales agent without a clue trying to hard sell me something he knows nothing about.

Dirk Diggler · 23 February 2009, 15:53

Quote:

Originally Posted by Nos4r2

I buy a lot online,but there's certain places I'll buy from even though they aren't the cheapest by a long way and it means a drive to get there.

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Nos4r2 · 23 February 2009, 16:04

Quote:

Originally Posted by Dirk Diggler

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Edited