Compass 24 - the final insult

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<Sarcasm on>

Having just returned from 2 weeks cruising the Clyde I was looking forward to receiving my credit note from Compass as promised FIVE WEEKS ago by the MD, David Lewin, and chased up several times by YBW's own Matthew Harvey.

Imagine my surprise when there was no sign of any communication from Compass, a real shock given their incomparable customer service so far.

<Sarcasm off>

I've now had enough of game we seem to be playing. David Lewin is either incompetent or a liar, I can't tell which but either is unacceptable in his position. YBW, despite making efforts on my behalf, seem to have no influence on Compass whatsoever despite using Compass to host their online shop.

As from midnight I will no longer be a member of this forum or any other online facility provided by YBW. I will also be cancelling my subscription to PBO when the current one is finished and will no longer be buying any other IPC magazines. In addition I will be adding a page to my website detailing Compass 24's abysmal customer service and the lies told by it's MD. The contempt with which Mr Lewin views his customers is quite staggering.

I would strongly advise anyone against dealing with this bunch of cowboys, they certainly will not be getting another penny from me or anyone who knows me.

Regards,

Peter
http://www.mistressofmourne.com
 
Bloody hell! You are really p.....ed off aren't you! But could there be another reason for the lack of comunications, somebody on holiday etc? I think your post may get Kimmerised anyway! Fair amount of slaggin' goping on! But I can understand your frustration when people won't listen to you!
 
Send them a recorded delivery letter giving them 14 days to either refund or give you the credit note. Then send them a Small Claims Court summons. That may make them sit up and do something.

If they do not respond and it gets to court, and they lose, they will be liable for your expenses and the issue of the SCC summons.

They don't like it up 'em!

regards,
Philip
 
Indeed I'm not a happy bunny, I hate being lied to above anything else. We have already played the "MD away sailing for a week" game, apparently no-one else in the company is capable of issuing a credit note. We've also played the "lost/delayed in the post" game which equally holds no water.

I don't really care if this is "moderated". Enough people will have seen it by then to have the desired effect and I won't be around to find out. I doubt either Compass or IPC will give a toss about the loss of one customer, on current form they certainly don't. However, the knock on effects, word of mouth, website etc. will hopefully have some tangible effect where they will notice it, ie in their pockets.

Regards,

Peter
http://www.mistressofmourne.com
 
I don't think this is an option as I still have the goods, the credit note was supposed to be a "good will" gesture as Compass couldn't be bothered replacing the damaged goods at their expense.

I could always try breach of contract however as they confirmed the delivery date by e-mail and then totally ignored it.

Regards,

Peter
http://www.mistressofmourne.com
 
The trouble with withdrawing forum/subscription etc. is that you lose the ability to make a noise.

Better to keep nadgering away & spreading the word.

Hopefully IPC would withdraw their custom from Compass & that will have the desired effect.

Martin
 
At the moment I'm looking to place orders for navigation electronics and other items this week, Compass were at the top of the list, now looking else were. Probably were I can get to to collect, at least it's safe.

Stay and give them hassle.

Brian
 
I've found Marine Electronic Services excellent, both price and service, also Seateach and Windward Marine.

I've tried to make my point via the forum but now feel that a) people must be getting bored with the story and b) as long as I'm still posting here I'm condoning the YBW service.

Regards,

Peter
http://www.mistressofmourne.com
 
I can still make plenty of noise in the UK sailing and boating newsgroups which YBW have no control over. I intend to add a line in my sig pointing to the relevant page on my website.

It would really have been better if this had been settled amicably. Unfortunately there seems to be no will on the part of Compass to do so, their MD obviously thinks their position in the market place is unassailable therefore customer care is bottom of the agenda.

Regards,

Peter
http://www.mistressofmourne.com
 
Know how you feel.

Its so frustrating not being able to inflict the sort of punishment they deserve.

Only real way to make them take notice is a summons. If they ignore that - they lose.

Other thought is that since this board is a cost and not a profit centre, then staying here and abusing them roundly and often at their expense must have a certain attraction.

Best of luck with this
 
An immediate response

I think you do us a little bit of discredit here by suggesting that we don't care about individual readers/users of this forum. I hope, especially after the efforts of the past year or so to raise our game on the ybw.com network, that there are other users here who may tend to disagree.

Furthermore, tonight is the first time in some while that it has been brought to my attention that you have not concluded your complaint against Compass to your satisfaction. As I only recently spent two days at a business event where David Lewin was also present it would have been easy for me to have further discussed this with him then, had you used any of the several published direct methods of contacting me to express the fact that you are still not happy.

I haven't touched any post here and do not intend to do so this evening. But the tone of your criticism, once again raised in public, brings with it the need for a public response and I will endeavour to establish that as soon as possible tomorrow morning.

Meanwhile I hope you consider again your decision to withdraw from use of this forum and readership of our titles. I believe we have responded every time that you have raised this matter with us via public posts in the forums and with contact with Matt Harvey and there is no point at which I believe IPC has let you down.

Kim

kim_hollamby@ipcmedia.com
 
I think you should stay on this board. Im new to cruising boats and Im sure like many others depend on guys like yourself who are not afraid to speak out if there's a problem, to warn rookies like myself about shoddy goods and poor service. Good on yourself for using this page to warn us about Compass 24. Reading your post and some others over the last few weeks has made me change my mind about ordering from them.
 
Re: An immediate response

<<Furthermore, tonight is the first time in some while that it has been brought to my attention that you have not concluded your complaint against Compass to your satisfaction. As I only recently spent two days at a business event where David Lewin was also present it would have been easy for me to have further discussed this with him then, had you used any of the several published direct methods of contacting me to express the fact that you are still not happy.>>

As I said, I have just returned from 2 weeks sailing, my last contact with Matthew was the day I left when I was told it would be sorted, it hasn't been. It would occur to me however that by now someone would have been following this up to make sure the promised action had been taken, this is obviously not the case.

<<I haven't touched any post here and do not intend to do so this evening. But the tone of your criticism, once again raised in public, brings with it the need for a public response and I will endeavour to establish that as soon as possible tomorrow morning.>>

The only time this is taken seriously is when I raise the matter here. I am aware that subscribers to this forum will be getting sick of hearing about this, hence the course of action I intend to take.

<< I believe we have responded every time that you have raised this matter with us via public posts in the forums and with contact with Matt Harvey and there is no point at which I believe IPC has let you down.>>

If you re-read my post I acknowledge your joint roll in trying to get a result. My point is that Mr Lewin obviously doesn't give a monkeys, a point I made by e-mail to Matthew which he said he intended not to be the case. The reason I intend to take the actions outlined is that you ARE implicated in this by association. with Compass.



Regards,

Peter
http://www.mistressofmourne.com
 
<<Other thought is that since this board is a cost and not a profit centre, then staying here and abusing them roundly and often at their expense must have a certain attraction.>>

You have a point here although pretty boring for everyone else not directly involved. I'll see what response I get tomorrow, whatever happens I'll report back sometime next week.


Regards,

Peter
http://www.mistressofmourne.com
 
Re: An immediate response

By definition we have not heard from you for two weeks and therefore Matthew may have assumed the matter to be resolved. Without further info I cannot say any more than that.

You posted your complaint on a Sunday afternoon and by the evening you already had a response. Had you emailed Matt or myself the reaction would have been the similarly rapid.

Your implication is that this forum is the only means of rectifying your complaint. If you think we have failed to answer any emails or phone calls here at IPC I would like details.

Tomorrow morning I will find out from Matt his understanding of what had happened and we will, as I emphatically and publicly promised you from the outset, assist you in a positive way to reach a resolution that is appropriate to the problem.

kim_hollamby@ipcmedia.com
 
No, its not boring at all. This is EXACTLY the stuff we need to know. All of us spend lots and lots of money on our hobby/sport/pastime - this is the only way as individuals we get to know. Keep us all informed - everyone always says "name & shame", but few do. Your annoynace is understandable. By the way - if they blame the post, you might like to point out to them that West Marine (U.S) managed to post an item to me in 3 days! So if they can manage from the U.S to my door in 3 days - then any firm with a base here in the UK can't justify anything longer can they?
Keep us all informed.

http://members.lycos.co.uk/boaty1965/index.htm
 
Re: An immediate response

I for one think your response, Kim, has been nothing less than professional and I know you are commited to service from your end, the man is obviously very annoyed and rightly so, it would be plaeasnt for all of us to see this matter resolved amicably, not least for compass 24. They are in business after all. By the way this is meant to be a vote of confidence.
 
Re: An immediate response

I'll second that, I have always been impressed with Kims response to any complaints on this forum against the mags or associates and the individual is usually the recipient of excellent support from Kim, however I can see ptk's point too, maybe Kim is an exception in the organisation, but well done Kim, you are a credit to customer care, I've never heard anything but bad things about compass however and wonder why YBW don't dump them and find someone who won't reflect badly on them, remember if you lay with dogs you get fleas.

Buck

Urrrgh.
 
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