Customer Service

[Hemi]

Not often i get pxxxxd off but it`s becoming more common these days. I want a plasma cutter for "hobby" use so don`t want to pay a fortune but realise you only get what you pay for. Having done a bit of research and looked thru the forum decided that the Cut40 from Plasmaparts fitted the bill. I liked the R Tech but just couldn`t justify the extra beer tokens. Anyhow had a couple of questions for Plasmaparts so emailed them on Sat. Come Monday evening no reply so registered with the site and used the email contact on there, they say that the phones can be busy and that is the best way. Wednesday morning and i`m still waiting to hear. Meanwhile within that time i`ve had 3 replies from overseas sellers offering to supply.
Secondhand is not really an option, the P/parts lot offer a 2 year warranty which must say something. Guess i`ll have to keep on searching, if they can`t be bothered to get back to me maybe their service is crap as well.

 

[rtbcomp]

Not returning calls is like missing appointments, it shows contempt for customers. Take your money elsewhere.

You have to ask why are a firm's phones busy, handling complaints or sales orders? If the latter they can afford to employ more staff to take the calls.

 

[chunkolini]

Hemi
Dont get ideas above your station, you are only a customer, you do not matter to the mighty supplier of things and stuff.
You might pay their wages but you still do not matter in the greater scheme of things.
For heavens sake expecting to be contacted personally by them.
Some people want everything.

Chunko'.

 

[Hemi]

You`re right, we are only customers, i forgot, we`re doing them a favour, trouble is in my case i can`t find another one to match ...........................

 

[tigler]

This is one of my pet hates ! If I get even a sniff of bad customer service, even if I've been dealing with a company, I vote with my money and they get no more of it.
For a company to be anything but efficient with attention to customers, especially with business conditions as they are, is totally unacceptable and a downright insult. I know it's a cliche but the customer is THE most important element of any business.

I've had a problem with one American company for the last 6 months over a purchase made last December. The only way I could provoke them to respond to emails was to make the dispute public on their facebook page. The owner of the company vets FB like a hawk and I was aware of just how it pushed his buttons !!
A few weeks ago I was getting no response to to emails so followed the routine to publish on FB, during their evening hours so plenty of customers saw it !!
The following day he came up with some BS about further shipment delays and I just snapped and gave him a broadside of reality !
His response was unbelievable, he told me that he was tired of my constant criticism and lack of patience, that he was considering just refunding me and cancelling my account as customers like me were nothing but a problem and to stop trying his patience !! This is a retail sale BTW.
I told him that was fine by me, as long as the refund was immediate, the opportunity to be free of him was equally appealing !
The result was that the item was shipped last Monday and arrived on Friday, and was found with great relief to be fault and damage free.
That is the last time he will have his patience tried by me and I'm going to be causing him a bit of trouble that he won't enjoy with the help of a friend living over there, courtesy of the local equivalent of our trading standards !

 

[the snooper]

if they cant be bothered to reply to the chance of a sale, i doubt their after sales / support will be any good at all.

just send them another email saying as you cant be bothered to reply and supply a plasma cutter i will go elsewhere

 

[cardiffrob]

FWIW, I had a fault with my R-TEC welder 2 weeks ago and they bent over backwards to sort it out for me. Sent UPS to collect it, fixed it the next day, phoned me to check that I'd had the same problem that they found and then they got it back to me the following day. No charge! How much would it have cost me if I bought it from somewhere else???

I honestly can't remember having recieved customer service that beat R-TEC. If I were planning to buy a Plasma Cutter......

 

[hareng]

Good on you Tigler, what they dont appreciate is customer is king.
Takes many many years to build a reputation up, seconds to destroy.

Certainly no argument if an email address is available either pull it or keep on top of them.

 

[Wedg1e]

Some (and I mean several) years ago the powdercoating company that we'd given regular business to, turned down a van-load of parts I'd taken him. Now it wouldn't have been so bad if he'd apologised, dressed it up and said they were too busy but he started effing and b-ing and called our stuff 'that old cr*p' etc.
Maybe he was right, it was only parts for multi-£1000 x-ray systems but he clearly had better things to do with his time. So not only did I go elsewhere but make a point of telling potential customers what a tosser the bloke was and how other suppliers do better work.
I now make sure that we spread the work between two other companies; they take it in turns to give us deadlines they fail to meet, both have quality control issues etc. but at least our corporate supply eggs aren't all in one basket.

 

[tigler]

Powder coating has to be one of the dodgiest industries out there !! I dread having to leave rare and precious motorcycle bits with any of them !

 

[stuvy]

Powder coating has to be one of the dodgiest industries out there !! I dread having to leave rare and precious motorcycle bits with any of them !

off topic, i used to powder coat for a company in bedford in 2 years i was there we never lost anything or damage a customers part. We only ever had two returns as the both got the wrong colour applied

Back on topic, I personally walk past my nearest pub to the other end of the village as i didnt appreciate the landlord calling time at 11 then serving his mate and not me. My money obviously isnt any good for him!

 

[tigler]

Taking your money elsewhere, always the best way to protest, well, legal way anyway !

 

[chunkolini]

Customer service?
Bad CS drives me mad, then you get this kind of thing.
A few days back I ordered some caster wheels for three storage trolleys in the workshop.
A few minutes later I had a phone call offering to send them by courier not royal mail as I had hurriedly ticked and save myself £1.85.
Daft but a nice touch. Somebody promote the guy.

Chunko'.

 

[tigler]

Wish you'd mentioned you needed some castors, I have quantity of 4" with nylon tyres.

 

[chunkolini]

Oh dont say that.
Never mind. regards the vice, I am away for a week wil get back to when I return.

 

[pidgeon chit welder]

Good on you Tigler, what they dont appreciate is customer is king.
Takes many many years to build a reputation up, seconds to destroy.

Certainly no argument if an email address is available either pull it or keep on top of them.

Aye .... If you get good service you might tell 1 person but get bad service you'll tell nine and they in turn tell another nine and so on it goes .... It's worse than a dose of syph.
With the internet it runs into thousands in a few hours.