Bad Service

ollie.thfc said:
Not gone in hiding been working that's all.

OK so if the loom etc is still fitted to the previous owners boat why did it take so long to get that information to us?
I really didn't want to take it down this route but i did because i felt like i was having my pants pulled down,
the lack of information for weeks and weeks because of your refusal to answer the phone.

From my point of view i was in the dark throughout the deal and under the impression it would cost me more ££

Luckily the merc rep has now supplied whats required, to save the hassle of a depute between two dealers.

It all could have been avoided if communication was better in the first place.
Click to expand...

Ps see post #15 from BDM
Here’s the bit I would like highlight

Quote —- below —

[Good to get both sides of the story. As you can imagine we had no comms with the new owner so I couldn't get in touch with him personally. I did however e mail his dealer asking if they could pass on my details so we could talk. Also on the other foot Ollie could have very easily look up our number on Google and called us or looked on Mercury website and found us, we are very easy to find! However we didn't sell the engine or supply the engine so it was very much out of our control. We simply put the engine on a pallet. The deal was done between Mr L and another dealer. ]


So to an outside observer there’s a contradiction here .

Drilling down BDM says
“ I did however email the dealer —— “

So really we need the timings on that e- mail to make an accurate judgement on your accusations of lack of interaction.

You see I,am wondering ( happy to be corrected or / flamed ) that your dealer has been economical with what exactly arrived from BDM , let me reword that , parts wet missing from crate up and courier to your dealer to punter ,that’s you .
BDM being a gentleman is not prepared to call out a fellow trade member .- might be miles out , but accounts for your dealer putting up comms barriers - not passing email etc .

These internet slag offs we never really get to the truth .
 
Trouble is so much of it was agreed verbally and details told verbally so there is no proof either way.
Like i said i was in the dark over the details of the deal, i was under the impression the deal and the details of the deal were agreed between the two dealers. Because it was all done verbally there's no proof. Its his word against ours.

As far as i'm concerned what was supposed to be supplied has been so nothing more needs to be said.
 
ollie.thfc said:
Trouble is so much of it was agreed verbally and details told verbally so there is no proof either way.
Like i said i was in the dark over the details of the deal, i was under the impression the deal and the details of the deal were agreed between the two dealers. Because it was all done verbally there's no proof. Its his word against ours.

As far as i'm concerned what was supposed to be supplied has been so nothing more needs to be said.
Click to expand...

Sounds to me your dealer has been economic with the truth to you and BDM is falling foul of it all. Who's your dealer so we can get their side? Someone owes someone an apology here methinks. :rolleyes:
 
LittleSister said:
So why no apology?
Click to expand...

Sorry for what? Who removed the engine in the first place and forgot to include the loom, the cause of this issue in the first place.
Why did it take so long for somebody to let us know that the loom was still in the old owners boat.
Its all well in good him saying all he did was pallet the engine but they were both involved in the deal at some level and information has not been forthcoming just a lot of buck passing.
 
ollie.thfc said:
Sorry for what? Who removed the engine in the first place and forgot to include the loom, the cause of this issue in the first place.
Why did it take so long for somebody to let us know that the loom was still in the old owners boat.
Its all well in good him saying all he did was pallet the engine but they were both involved in the deal at some level and information has not been forthcoming just a lot of buck passing.
Click to expand...

BDM said he just stored the engine, nothing about removing it or advertising what came with it? All he did was take it out of storage and pallet it up to be sent to your people? How is this his fault?
 
ollie.thfc said:
Sorry for what? Who removed the engine in the first place and forgot to include the loom, the cause of this issue in the first place.
Why did it take so long for somebody to let us know that the loom was still in the old owners boat.
Its all well in good him saying all he did was pallet the engine but they were both involved in the deal at some level and information has not been forthcoming just a lot of buck passing.
Click to expand...

Ollie

You seem to be getting a lot of stick here. Just to say that I somewhat agree with you. Whoever removed the engine he should have included the loom and in my book there is no excuse for him or anyone in business not answering the phone. There is far too much of that about these days

Dennis
 
MrB said:
BDM said he just stored the engine, nothing about removing it or advertising what came with it? All he did was take it out of storage and pallet it up to be sent to your people? How is this his fault?
Click to expand...

So he says... Why didn't he say this to us from the start. Why did it take for me to post this for him to say the loom was still in the old owners boat.
 
Bigplumbs said:
Ollie

You seem to be getting a lot of stick here. Just to say that I somewhat agree with you. Whoever removed the engine he should have included the loom and in my book there is no excuse for him or anyone in business not answering the phone. There is far too much of that about these days

Dennis
Click to expand...

Post #15 second paragraph Denis, he told the op's people to contact the vendor as they purchased it off them and he had no idea, he was just storing it remember.
 
LittleSister said:
So why no apology?
Click to expand...

Black Dog have done well to turn the thread in their favour, it’s a testament to the correct way to handle an online peer to peer group complaint.
However - if BDM were not communicating effectively with Ollie, as he says, with no response for two weeks; then that’s not good enough. If that is the case then the thread is a lesson on the import of a communication methodology for an SME or ma and pa business for that matter.
It’s very common for small businesses to live and die on repeat business and word of mouth but the new era of commerce does not allow for tardy response and customer service sits side by side with actual service.
So for Ollie, I sympathise with you, obviously you were made to feel frustrated to the point that you brought your annoyance into the public domain, - Based on your testimony I don’t think you are owing BDM an apology, (although a little less pugnacious concession that your complaint has been rectified satisfactorily would be nice).
For BDM, if you can’t manage a 20 minute normal working day response time for all channels then I’d urge you to find a way to do so, nipping situations such as this in the bud are massively important; whilst you’ve turned the thread around with good communication after the fact, I reckon that that your net position would be better if you’d turned things around off line and the thread title was ‘Good Service’.
 
Bigplumbs said:
Ollie

You seem to be getting a lot of stick here. Just to say that I somewhat agree with you. Whoever removed the engine he should have included the loom and in my book there is no excuse for him or anyone in business not answering the phone. There is far too much of that about these days

Dennis
Click to expand...

Not applicable I,am afraid as BDM 1 st post on here

Quote
[ “”Dwayne Rabbits calls and i have a chat and also send them so photos.”]

So DR new exactly what was on the pallet - must have realised this loom thing was missing before he proceeded to go any further .
Of course saying this without sight 9f the pics , but surely any engineer worth his salt would verify that essential bits were there for a repower ?
 
Nigelpickin said:
Black Dog have done well to turn the thread in their favour, it’s a testament to the correct way to handle an online peer to peer group complaint.
However - if BDM were not communicating effectively with Ollie, as he says, with no response for two weeks; then that’s not good enough. If that is the case then the thread is a lesson on the import of a communication methodology for an SME or ma and pa business for that matter.
It’s very common for small businesses to live and die on repeat business and word of mouth but the new era of commerce does not allow for tardy response and customer service sits side by side with actual service.
So for Ollie, I sympathise with you, obviously you were made to feel frustrated to the point that you brought your annoyance into the public domain, - Based on your testimony I don’t think you are owing BDM an apology, (although a little less pugnacious concession that your complaint has been rectified satisfactorily would be nice).
For BDM, if you can’t manage a 20 minute normal working day response time for all channels then I’d urge you to find a way to do so, nipping situations such as this in the bud are massively important; whilst you’ve turned the thread around with good communication after the fact, I reckon that that your net position would be better if you’d turned things around off line and the thread title was ‘Good Service’.
Click to expand...

BDM had no dealings with the op or the vendor in the transaction, the only people the op should have been contacting was his own people who did the deal with the/and vendor, all BDM did was pallet it up so I don't think it has much to do with him. All the info is in this thread. What's needed is the op's people to say their side in this to clear it up for the op.
 
It sounds like OP doesn’t want to pass any of the blame here onto his dealer friend who he believes he trusts, this unnamed dealer is the one who should have been communicating with BDM. How about naming the other party here ?
 
Boat2016 said:
It sounds like OP doesn’t want to pass any of the blame here onto his dealer friend who he believes he trusts, this unnamed dealer is the one who should have been communicating with BDM. How about naming the other party here ?
Click to expand...

HOW can it be there fault the loom was missing??? BDM have already said it is still attached to the previous owners boat! Why was it not sent???
 
ollie.thfc said:
HOW can it be there fault the loom was missing??? BDM have already said it is still attached to the previous owners boat! Why was it not sent???
Click to expand...

Because your dealer bought the engine from someone else who stored it at BDM so it’s between your dealer and the engine owner. The engine owner knew the loom wasn’t with it as it’s still in his boat......or have I missed something
 
Boat2016 said:
It sounds like OP doesn’t want to pass any of the blame here onto his dealer friend who he believes he trusts, this unnamed dealer is the one who should have been communicating with BDM. How about naming the other party here ?
Click to expand...

Blame is on the cash handlers - buck stops where the £££ ended up .

Ollie - to DR Maine —-to Mr L .

Somebody demonstrate exactly where Black dog fitted in . with a sale of goods hat on
 
Portofino said:
Blame is on the cash handlers - buck stops where the £££ ended up .

Ollie - to DR Maine —-to Mr L .

Somebody demonstrate exactly where Black dog fitted in . with a sale of goods hat on
Click to expand...

Actually the buck stopped with the merc rep who supplied the part unnecessarily
 
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