Why do vendors in the UK suck at customer service? - Defender Source
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  #1  
Old April 13th, 2009, 08:33 PM
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Why do vendors in the UK suck at customer service?

evilfij: emails company, hey, I need x please tell me if you have it in stock how much shipped to where I live (emails address with cell phone number).

week later

Vendor: yes, we have x on the shelf, here is some other stuff we offer in a price list you might be interested as well.

42 minutes later

evilfij: great, I will take x, two y, and two z in grey or whatever color you have in stock. Send me a total with shipping and what type of payment you accept and I will pay.

a few days later:

evilfij: hey, do you get my email?

a week later:

evilfij: hey, do you get my emails?

two weeks later now and nothing from the vendor. This a 300 UKP order. What the fuck?

Ron
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  #2  
Old April 13th, 2009, 09:17 PM
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Charles Galpin
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Not sure why but I've had similar results with email. Best to just call
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  #3  
Old April 13th, 2009, 09:19 PM
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First you want me to post pictures, now you want me to figure out how to call the UK.

Ugh.

Ron
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  #4  
Old April 13th, 2009, 09:25 PM
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Charles Galpin
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You can do it Ron! Heck, with the progress you have made the last few days, I think it's well within the realm of possibility that you might master a 12 button touch tone phone by the end of the week. It works just like your rotary one, but you press the keys instead of turning the wheel. Much faster and less wear on the fingers when dialing long distance.

ROFL
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  #5  
Old April 13th, 2009, 09:27 PM
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Jim Cheney
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Or this from Andair-
July 04- email to inquire about fuel valve configuration
Aug 04- response with recommended configuration
Aug 04- ordered fuel valve
Sept 04- fuel valve received, configuration unsuitable, inquiry about exchange
Nov 04- alternate solution devised
Dec 04- response received regarding exchange, refund requested
Jan 04- refund request acknowledged, valve returned
Jan 05- shipment refused by Andair
Apr 05- parcel finds its way back to me
Apr 05- inquiry as to why shipment was refused
Nov 05- advice to re-ship received
Mar 06- refund received, minus re-stocking fee

21 months to unsuccessfully complete a transaction, not bad.

Follow-up Post:

Oh, BTW - I got good service over email from Dingocroft.
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  #6  
Old April 13th, 2009, 09:28 PM
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Do I just dial the number like below?

Tel 44 (0)1794 830831
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  #7  
Old April 13th, 2009, 09:29 PM
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Charles Galpin
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011 44 1794 830831
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  #8  
Old April 13th, 2009, 09:30 PM
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Thanks! I will stay up until 4am and call them when they get in.

Ron
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  #9  
Old April 13th, 2009, 09:32 PM
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Charles Galpin
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Or you could sleep like the rest of us and call in the morning. As long as you call before 11am you should be fine.

On that note, g'nite.
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  #10  
Old April 13th, 2009, 09:32 PM
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shane cates
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pretty much. the front of your phone book will help you with country codes. Keep in mind what time it is there.
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  #11  
Old April 13th, 2009, 09:34 PM
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Does the UK take american express?
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  #12  
Old April 13th, 2009, 09:39 PM
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Scott
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Quote:
Originally Posted by evilfij
Does the UK take american express?
No, they only take England Express... You can apply online... :-)

They did take Amex when I was there a few years back....
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  #13  
Old April 14th, 2009, 07:01 AM
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Michael Bruzga
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X2 on Dingocroft!! Any others; I have had terrible service with. Dingocroft has actually went WAY out of their way to get me orders shipped as cheaply as possible.




Quote:
Originally Posted by JimC
Or this from Andair-
July 04- email to inquire about fuel valve configuration
Aug 04- response with recommended configuration
Aug 04- ordered fuel valve
Sept 04- fuel valve received, configuration unsuitable, inquiry about exchange
Nov 04- alternate solution devised
Dec 04- response received regarding exchange, refund requested
Jan 04- refund request acknowledged, valve returned
Jan 05- shipment refused by Andair
Apr 05- parcel finds its way back to me
Apr 05- inquiry as to why shipment was refused
Nov 05- advice to re-ship received
Mar 06- refund received, minus re-stocking fee

21 months to unsuccessfully complete a transaction, not bad.

Follow-up Post:

Oh, BTW - I got good service over email from Dingocroft.
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  #14  
Old April 14th, 2009, 07:15 AM
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Julian Kotting
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Worst case senario you can let me know, and I will order what you want, lots of vendors do not like dealing with the USA because shipping is very complex and its difficult to get an affordable rate.

I was thinking of offering a consolidation service, letting people order their goods through us, ie our exmoor trim, and other peoples stuff direct, when there's enough for a small pallet we can sea freight it. I have secure storage at 25'x25' in size, so its a possibility, not sure how i'd charge for this service, but I'd be reasonable, probably an hourly rate for the handling time on each customers stuff only.

What you think? would it be a good idea?
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  #15  
Old April 14th, 2009, 07:21 AM
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Michael Bruzga
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Would you deliver locally to a US Base for me? I can have it shipped from there to here for free!!


Mike




Quote:
Originally Posted by globallandrovers
Worst case senario you can let me know, and I will order what you want, lots of vendors do not like dealing with the USA because shipping is very complex and its difficult to get an affordable rate.

I was thinking of offering a consolidation service, letting people order their goods through us, ie our exmoor trim, and other peoples stuff direct, when there's enough for a small pallet we can sea freight it. I have secure storage at 25'x25' in size, so its a possibility, not sure how i'd charge for this service, but I'd be reasonable, probably an hourly rate for the handling time on each customers stuff only.

What you think? would it be a good idea?
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  #16  
Old April 14th, 2009, 07:31 AM
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Julian Kotting
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there are no US bases near to me, but if its postable I'll happily post it, or if you buy loads I'll deliver it at 1.00/mile. (1.50/mile for vehicles)
How does that sound. I thing the nearest US base is Mildenhall.
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  #17  
Old April 14th, 2009, 07:51 AM
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Michael Bruzga
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Post would be ok for me. There would be no VAT included right?
There is a guy on Discoweb that is stationed over there somewhere and is willing to ship to me from base.



Quote:
Originally Posted by globallandrovers
there are no US bases near to me, but if its postable I'll happily post it, or if you buy loads I'll deliver it at 1.00/mile. (1.50/mile for vehicles)
How does that sound. I thing the nearest US base is Mildenhall.
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  #18  
Old April 14th, 2009, 08:00 AM
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Quote:
Originally Posted by globallandrovers
lots of vendors do not like dealing with the USA because shipping is very complex and its difficult to get an affordable rate.
Well... yes and no. Mostly no.
UK customer service just sucks all over. My wife is English and we are always amazed at the lack of services.
It isn't always the shipping thing, as when I order from the UK we give them our UPS or FedEx number and do the shipping tags for them. All they have to do is apply a label to the box and wait for a truck to arrive and the service still sucks.
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  #19  
Old April 14th, 2009, 08:09 AM
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Michael Bruzga
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Right!! But I still stand by Dingocroft; They are some good people there! Have you dealt with them?



Quote:
Originally Posted by ECR
Well... yes and no. Mostly no.
UK customer service just sucks all over. My wife is English and we are always amazed at the lack of services.
It isn't always the shipping thing, as when I order from the UK we give them our UPS or FedEx number and do the shipping tags for them. All they have to do is apply a label to the box and wait for a truck to arrive and the service still sucks.
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  #20  
Old April 14th, 2009, 08:15 AM
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Julien Dalbin
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Britpart have a good service.
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