Gross bad manners...!!

[valiant]

Hi guys,

I would like to put forward my opinion on the lack of contact with one of our leading manufacturers.

I feel sufficiently moved to write this, as I do not usually complain about things like this, in true British fashion! I do not wish to embarrass the company in question by naming them - call it professional etiquette, if you like - but I have had occasion to contact this company more than once and on all counts have failed to receive any correspondence at all over any of my enquiries.

I find it inconceivable that a company that depends on a relatively small market can totally ignore a possible customer in this off-hand way and I can only put it down to gross bad manners. Suffice to say I will not waste my time in future, as the company in question clearly has enough business without my bothering them.

Steve

 

[Nap]

Steve ,

I have a fair idea who the company might be but irrespective of that customer service is paramount and something that should never be overlooked for an reason ...no matter how small or large the company.

Off my soapbox now !

Nap

 

[Tubby-Nuts2]

Then such service will eventually be to their own detriment and cost, if this is a generic approach to customers.

Mark.

 

[Tubby-Nuts2]

Steve ,

I have a fair idea who the company might be but irrespective of that customer service is paramount and something that should never be overlooked for an reason ...no matter how small or large the company.

Off my soapbox now !

Nap

So do I.

Mark.

 

[Ferris]

That kind of thing can be really annoying, I totally agree.
Please don't take this the wrong way, but what's the point of posting this without naming the company?

Naming and shaming is the one bit of power we buyers have, next to our decision to spend our money or not.
Naming them will warn others not to expect too much on this front, and will also avoid everyone of us imagining this to be a differrent manufacturer...

Anyway, hope you still get the matter sorted with them.

Cheers,
Adrian

 

[tonydawe]

I agree with Adrian. We are all in a similar position and we are all keen to know if a manufacturer or retailer is failing their customers in terms of service.

If they act like this to one customer, there's a fair chance they act like this to all customers.

In the end, our only real power is to NOT buy their products and NOT send our business to those manufacturers and retailers who don't deliver good service.

It's hard to exercise this power if we don't know who the identity of the company.

It's also difficult to defend and support a manufacturer or retailer who we feel is being unjustly attacked, if we don't know who they are.

It cuts both ways.

This forum is first and foremost for figure modellers, and as such we should look out for each other and stand firm against any manufacturers who treat us like crap.

Name them I say!!

 

[DEL]

Have to agree with both Adrian and Tony.
When I first saw the original post I thought it strange and somewhat pointless not to name the company.

 

[Claude Portsmouth]

I know Steve well and he is not a person to court controversy and so I can understand that his post was more in frustration than anything else. However I also agree that my first reaction was that without naming the company involved the post was almost irrelevant. It was then followed up by a nod and wink post from Kev which was speculative and could have been 100% wrong or right depending on his personal experience.

It might be better as has been suggested Steve to name and shame the company involved, it also gives them the opportunity to respond, improve or make direct contact, but I will respect your decision whatever you decide to do.

Claude

 

[Tubby-Nuts2]

Herein, lies a problem! What if we have different names in mind! .. This thread then will dissolve into a morass of contradictions, accusations, and counter responses, that will eventually be shut down anyway.

I suppose we all know the companies we like and the ones that we do not. A personal experience of one company may not be the experience of another member.

Even if this company was named the results would be the same.

Lets move on.

Regards,

Mark.

 

[Nap]

Hi Claude,

"It was then followed up by a nod and wink post from Kev which was speculative and could have been 100% wrong or right depending on his personal experience"

Totally agree purely speculative but I know who I have had issues with in the past ..a nod and a wink !!!

Saying this we should not have to suffer any bad customer service no matter who or what we buy from.

That's all from me!!

Nap

 

[polyphemus]

I guess we've all had problems with various sellers in the past; items sold as in stock but aren't, items posted out but haven't been, promise that all orders are despatched within 48 hours but then 2 or 3 weeks later nothing arrives, etc. These sort of things can happen with any seller, often for very good reasons. What really counts is the notification/response from the seller that there is a delay combined with an honest estimate as to how long it will be before the issue is resolved and the option of an IMMEDIATE refund if that is preferred.

Communication is everything.

Geoff

 

[mick3272]

My ten penneth is name and shame if you were that moved to post in the first place. As we stand now, all we are doing is speculating and pontificating and winding each other up. I agree with Adrian 100o%. Otherwise what was the point in posting in the first place. Just to let of steam ?????
Mick

 

[Tubby-Nuts2]

My ten penneth is name and shame if you were that moved to post in the first place. As we stand now, all we are doing is speculating and pontificating and winding each other up. I agree with Adrian 100o%. Otherwise what was the point in posting in the first place. Just to let of steam ?????
Mick

Actually . Sod-it.

Mark.

 

[DEL]

I quite like slow cooking, and steaming! 'Beef stew and Dumplings'.

However, the point being is it not a case of becoming to P&C. Ones own expression does seem to be limited of late. Which does curtail the voice and thought.

Mark.

Confucious???????

 

[stormtrooper miniatures]

Like everybody else,,,I found this a bit ....Er ...whats the point.

Well its not stormtroopers .....just checked my junk mail !!!!

All manufacturers .... check your junk mail.....It could be you !!!!

Stuart

 

[ellie]

Hi All Just had a look in the junk and normal mail and though orders on our web site all orders complete so not us.

Things can't be fixed if you don't know who the company is.

it has been said in other posts they might have had a problem? it does happen but they still should keep customers up to date with their order.

I hope you get the situation resolved and you get what you have ordered.

Ian

www.elliesminiatures.com

 

[valiant]

If I may clarify my point - Yes, it was posted out of sheer frustration, but I had hoped that it may prick the conscience of the company concerned. I fully appreciate that people are busy, have families, lives beyond work, miss emails, etc, however, what I really find frustrating is the total lack of correspondence, even when the person is contacted several times.

If I make an enquiry, I can fully appreciate if that person can not accommodate it, for whatever reason, such is life! But when there is no acknowledgement whatsoever, not even a return email, then, frankly, it gets my goat!

I have since had this same experience with a book trader and it seems that when a website has a contact email section which is filled in, then maybe these are not followed up. They certainly don't appear to be acted upon.

As I said, I am not prepared to embarrass this company - it is not my way - I suppose I am giving them the benefit of the doubt. I did not expect to cause waves, but it does seem that there are other people out there who have had similar experiences to mine!

caveat emptor!

Steve

 

[chippy]

The Butler did it , it's always the butler that's why I always read the last page first it saves a lot of time reading . OH sorry wrong subject .
chippy

 

[Martin64]

Successful thread so far - it`s to me a varaint of "How I met your mother" - never let the audience know the complete story.
As a twist I can tell that I have had lot`s of excellent support by many manufacturers when I needed an extra part or a replacement for a missing part - once I even got an extra wife as a bonus.... will tell the whole story as another thread (of course without revealing the company`s name) so stay tuned

 

[Mark S]

All these nods, nudges and winks won't fix a problem with a retailer.
Ahhh I know who you're on about....I think.
Yeah if it's the bloke I'm thinking of he's a bugger for that sort of thing, if it's the bloke I'm thinking of.
Still one doesn't want to rock the boat or ruffle any feathers......

Totally different world where I come from, that's very clear.