Coastal Rides poor service

oGaryo said:
that's correct Paul, this is the email i sent when confirming the order.. remember they did a great job with the ram and pressure hose so hopefully, this is just a 'blip' when it comes to my experience. I've sent an email to Paul and Tony so hopefully I'll get a positive experience and will post back here to confirm if I do.


Feeling pretty low this morning, Lisa's just posted on Facebook of an intended trip over to the Folly Inn and I cannot do likewise due to this issue. What a day for boating (that I am missing :( )

Taken from the cockpit of our boat 10 mins ago

1467263_10200914844453281_1279005567_n.jpg
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Gary, why don't you look on the bright side, nothing else has gone wrong with the boat this weekend :)
 
Hi Gary

Many Thanks for your recent custom, I am sorry that you are not happy with how it has gone. I apologies on here for my part in that. I did originally quote you on this part for a new ordered in item, which you didn't want as it was too expensive. The initial mistaken part was sent out due to inconsistencies on the Volvo Penta system itself, you requested part number 872217 (not 872232 your right we are not talking about that), which as you can see on the drawing below does indeed show the part we sent you first time around. Anyway not a problem, we will will try again.

garypearson.jpggarypearson.jpg


I was aware of you wanting to get your item quickly so we dispatched what could be found in time to make our courier that day. That was my call and obviously I should have not sent it, as you say this is not a new item and there is actually a credit on your account to reflect this. I can either order in the specific part you have requested or alternatively please return all your items and we will of course make a full refund.

Thanks

Tony
 
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tony_dover said:
Hi Gary

Many Thanks for your recent custom, I am sorry that you are not happy with how it has gone. I apologies on here for my part in that. I did originally quote you on this part for a new ordered in item, which you didn't want as it was too expensive. The initial mistaken part was sent out due to inconsistencies on the Volvo Penta system itself, you requested part number 872232, which as you can see on the drawing below does indeed show the part we sent you first time around. Anyway not a problem, we will will try again.

View attachment 36950View attachment 36950


I was aware of you wanting to get your item quickly so we dispatched what could be found in time to make our courier that day. That was my call and obviously I should have not sent it, as you say this is not a new item and there is actually a credit on your account to reflect this. I can either order in the specific part you have requested or alternatively please return all your items and we will of course make a full refund.

Thanks

Tony
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Hi Tony, thanks for the above but your response isn't correct. I did indeed order part number 872232, it's the pressure hose listed here http://www.coastalrides.co.uk/engin...-prts-spares/volvo-penta-pressure-hose-872232 that I am more than happy with. What you sent was a length of rubber hose when I ordered the return hose, item 872217, Coastal Rides had somehow mistaken the order for part number 941995 (item 40 in the schematic diagram)

If you recall, I said I'd phone around and get back to you when you said you'd order in a new part but you called me back almost immediately saying you'd be able to provide it at the same price you'd supplied the pressure hose. We discussed the comparative price of the return hose versus the pressure hose resulting in me being happy to pay the same price as I'd paid for the pressure hose even though its list price was less than the pressure hose. i.e. pressure hose $203, return hose $134. You even replied to my email that I've posted in this thread that clearly stated I was expecting an unused product, the only comment made in your reply was that it would be despatched that day.

Therefore, please don't attempt to justify sending a part that was clearly not new and clearly not fit for purpose as it has been shortened.

I'll give you a call rather than continue to debate this one in an open forum

regards Gary
 
Seems a shame how this has happened?

I have also used Coastal Rides on many occasions and have found their service to be excellent.

Hope all works out well for you Gary

Cheers
Keith
CHI
 
MILLIE BOO TOO said:
Why put this on the forum in the first place then ? :rolleyes: Jeees
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Because I was extremely cheesed off at the time obviously and wanted to not o ly vent my frustration but also gauge if others have had similar experiences!!!

Just off the phone with Paul who has resolved the issue beyond my expectations. A new hose will be sent FOC so cannot say fairer than that. I will use Coastal Rides again as a result, a good company that's simply made a couple of mistakes that they've rectified in the end.
 
oGaryo said:
Because I was extremely cheesed off at the time obviously and wanted to not o ly vent my frustration but also gauge if others have had similar experiences!!!

Just off the phone with Paul who has resolved the issue beyond my expectations. A new hose will be sent FOC so cannot say fairer than that. I will use Coastal Rides again as a result, a good company that's simply made a couple of mistakes that they've rectified in the end.
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Nice one Gary. I fully understand your frustration and I probably would have reacted similarly. It did however bring out the 'baying wolves' but as always it's ' Good to talk' as Mr Hoskins used to say in the old BT advert.
No doubt the generous recompense offered is down to this thread, but pleased to hear you will use CR again. Fair winds.
 
MILLIE BOO TOO said:
Why put this on the forum in the first place then ? :rolleyes: Jeees
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Perhaps because sometimes, a post on a forum such as this can prove useful in highlighting and subsequently resolving service issues quicker than endless frustrating phonecalls back and forth getting the customer nowhere. Good call imo.
L
:)
 
Rather than get all emotional again oGaryo, slow down, take a deep breath & read my post again. My question & comment was aimed at your "I'll give you a call rather than continue to debate this one in an open forum" comment. If you are going to name and shame a Company in public then surely it is only right and fair to show everybody all the facts & everything that goes on to resolve it. Yes I am sure you were frustrated
 
MILLIE BOO TOO said:
Rather than get all emotional again oGaryo, slow down, take a deep breath & read my post again. My question & comment was aimed at your "I'll give you a call rather than continue to debate this one in an open forum" comment. If you are going to name and shame a Company in public then surely it is only right and fair to show everybody all the facts & everything that goes on to resolve it. Yes I am sure you were frustrated
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To my mind, Gary gave a a fair and honest view of his dealings and issues. He now has a very satisfactory outcome, and is delighted as a result. However, he lost out on a weekend that he will never get back! Others on here have posted of their own experiences good and bad, with some good pointers to the rest of us, should we wish to use CR in the future. :)
 
lisilou said:
Perhaps because sometimes, a post on a forum such as this can prove useful in highlighting and subsequently resolving service issues quicker than endless frustrating phonecalls back and forth getting the customer nowhere. Good call imo.
L
:)
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If you have a problem with a supplier you shouldn't need to go on a public forum to get the result that you'd originally expected for your money...or should you? What happened to good old honest customer service.
 
to be fair, Gary would have got exactly the same treatment with or without starting this thread. We always try to help, to err is human though, or so I'm told, we will try and put things right - in fact if any one on here has a problem they can always drop me a pm and I will look into it, I can't comment on things from years ago, but certainly we want to offer a good customer experience and service.
 
crazy4557 said:
If you have a problem with a supplier you shouldn't need to go on a public forum to get the result that you'd originally expected for your money...or should you? What happened to good old honest customer service.
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Exactly. You shouldn't have to but we know that sometimes companies need a little reminder of the benefit/knock on effect of good customer service.
L
:)
 
I too am glad Gary has has his issue addressed with a sucessful outcome. I wonder that in view of the outcome maybe the title of this thread could be ammended so it is less harsh to CR. We do all make mistakes, and often it is how we deal with those errors that makes us a better or worse businessman to deal with. Having read all of this post, if I thought CR could help me they would get an enqiry.
It is also easy to understand how Gary's frustration led him to open up on here. Hindsight is a wonderful thing, we make decisions sometimes when just maybe we should have put the kettle on, or taken the dog for a walk, after which the annoyance level of many things seems different.
 
lisilou said:
Exactly. You shouldn't have to but we know that sometimes companies need a little reminder of the benefit/knock on effect of good customer service.
L
:)
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I think that this is a great example of the modern trading environment. Every business makes mistakes and every customer should have a tolerance for that.

Consumer power is very much enhanced through the social channel, to have a voice and consensus from your peers when you are less than satisfied is an empowering thing.
Equally, as an opportunity for the business in question to make transparent its efforts to redeem the situation; the social medium is the ideal medium for the discussion to take place.

This is coming from a forumite with over 20,000 followers on his business facebook site, my company has had to adapt and adapt fast. We have had to face our problems head on and now enjoy the rewards that a transparent, honest, realtime approach to customer services methodology delivers.

I think that to OP should be commended for taking the time to air his views and that Tony has clearly acted to turn this situation around and he has done so very effectively. IMVHO.

Win/Win, happy days...
 
oGaryo said:
Because I was extremely cheesed off at the time obviously and wanted to not o ly vent my frustration but also gauge if others have had similar experiences!!!

Just off the phone with Paul who has resolved the issue beyond my expectations. A new hose will be sent FOC so cannot say fairer than that. I will use Coastal Rides again as a result, a good company that's simply made a couple of mistakes that they've rectified in the end.
Click to expand...

Gary - The power of the forum obviously works and well done to Paul btw for sorting Gary out :cool:
 
MILLIE BOO TOO said:
Rather than get all emotional again oGaryo, slow down, take a deep breath & read my post again. My question & comment was aimed at your "I'll give you a call rather than continue to debate this one in an open forum" comment. If you are going to name and shame a Company in public then surely it is only right and fair to show everybody all the facts & everything that goes on to resolve it. Yes I am sure you were frustrated
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Millie BT, where are any facts missing in my posts? care to find them for me? p.s. no negative emotion going on here at present, just an endeavour to get things sorted which they have been to my satisfaction. Anyways, look forward to your response. cheers G
 
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