MES Ltd and why I will never buy from them again

[Scotty_Tradewind]

The employees memories of the conversation is not as I remember it and certainly at no time did he appear to refer to any 'price guide' let alone proceed to show me such a thing.

Making up the story just hacks me off even more or perhaps he has mistaken me for another customer he treated the same way.

To MES, thank you, I appreciate the post and the apology.

I would think you had a verbal agreement/contract with the young lady at MES and it should have been honoured, regardless.

I've dealt with MES in past years with great success but a friend who lives close to MES and personally 'collected', later was given poor assistance (and an attitude over the phone which has put him off for life) when needing it regarding a small technical question relating to a SH potter linked with NASA AIS.

It's not surprising in these days, with such up to the second communication/information technology, that one small error in Customer Relations can cost a fortune and the good reputation, an age to gain back.

 

[maxi77]

I would think you had a verbal agreement/contract with the young lady at MES and it should have been honoured, regardless.

I've dealt with MES in past years with great success but a friend who lives close to MES and personally 'collected', later was given poor assistance (and an attitude over the phone which has put him off for life) when needing it regarding a small technical question relating to a SH potter linked with NASA AIS.

It's not surprising in these days, with such up to the second communication/information technology, that one small error in Customer Relations can cost a fortune and the good reputation, an age to gain back.

As far as I can see MES have made a number of serious mistakes in this one, first they failed to properly train their staff and supervise them on the stand, second they failed to undertand what the competition was doing and what prices they were offering, three they offered what appeared to be a 'beat the competition' deal which in reality was worth very little when some one beat their prices. One may add blaming it all on some hapless employee as well.

 

[P4Paul]

To be fair to MES I have no problem is accepting the fact thay they wouldn't/couldn't match the price from Marine Super Store.

The bit that hacked me off was the attitude and behaviour of the staff member towards me when I followed the instructions given by his colleague and returned to their stand.

If the young lady had said 'you will not find the plotter at a better price elsewhere, but if you do, come back and see the bloke behind the counter and he will treat you like a piece of ****' at least I would have know what type of reception I was going to receive but the fact she said 'you will not find the plotter at a better price elsewhere, but if you do, come back and see us as we will do a deal' suggested to me that they would at least behave professionally when I returned even if they couldn't match the price.

 

[pheran]

I think I am correct in stating that a store cannot raise the price on an item once it has been priced and placed on public display. This law dates back to the wild inflation of the 1970's I believe. Perhaps the store is just law abiding!

Not true as far as I am aware. Pricing the item constitutes an offer to trade. The contract is not formed until a consideration (cash or binding agreement) is offered and accepted.

 

[Boat44]

Sorry to be a pedant but the price on an item on public display is what the law terms "an invitation to treat". Meaning it is simply an early indication of a potential purchase contract and does not bind .............

I have explained that to countless shopkeepers when I have made an offer for their goods but they either seem to think the price is carved in stone or thta I am away with the fairies

Yup, I view publicised prices as the point from which one starts negotiations!!

 

[TRH]

Marine Super Store

The thing is Marine Superstore,want the business and go the extra mile to help,with advice & price.Many, Many, times I have been helped on both by them.But let down by MES Ltd more than once.

 

[oilyrag]

Report them to Trading Standards

The reaction by the tit on their stand clearly puts MES in breach of the Consumer Protection From Unfair Trading Regulations 2008.

For an offence to be committed under the regulations the trader's practice must cause the consumer to make a transaction that he would not otherwise have made. In this case you were offered a 'deal' if you found the same product cheaper elsewhere and presumably bought from MES on this basis. MES were therefore bound to stand by the 'deal' which caused you to purchase from them.

In view of MES's response on here, and despite a half-hearted attempt at an apology, there appears to be still no offer to honour the original deal. If that be the case, I would have no hesitation in reporting them to Trading Standards.

 

[oilyrag]

I think I am correct in stating that a store cannot raise the price on an item once it has been priced and placed on public display. This law dates back to the wild inflation of the 1970's I believe. Perhaps the store is just law abiding!

This is correct. However, the trader can decline to sell you the product at the advertised price, and you may attempt to negotiate a discount below the label price, which offer the trader may also decline, but they cannot demand that you pay a price in excess of the label price; however the net result is the same, i.e. no sale.

Where myth conflicts with reality is the mistaken belief that the trader is legally obliged to sell at the label price when he is not.

 

[Scomber]

i would have thought the least MES could do is honour their 'promise' if only on this occasion as regards the discussed product
even if it costs them a few quid - in the circumstances it would seem to be the only decent thing they could now do to save face

 

[jason -and the arguenauts]

I think you lot need to lighten up! OK the salesmans response was flip, but no doubt he had spend much of the show being told lies about competitors prices by potential customers trying to get some extra discount. We all do it, or at least most of us do. So he checks his costs and finds the price quoted is less than he can buy the item for. What does he think but that the OP is at best having him on.

Yes they should honour the original promise to match, but the forum reaction is over reaction

 

[maxi77]

I think you lot need to lighten up! OK the salesmans response was flip, but no doubt he had spend much of the show being told lies about competitors prices by potential customers trying to get some extra discount. We all do it, or at least most of us do. So he checks his costs and finds the price quoted is less than he can buy the item for. What does he think but that the OP is at best having him on.

Yes they should honour the original promise to match, but the forum reaction is over reaction

I don't think any one here needs to lighten up, they have looked at the situation and made their minds up as to how they want to go forward, and that is it.

 

[Channel Ribs]

Marine Electronic Services works very hard not only to supply products at very competitive prices but also to provide an expert and friendly service for all of its customers.

I would also like to apologise to 'PAUL' on behalf of Marine Electronic Services for any miss-understanding and inconvenience caused.

Well done for responding on here and tackling the complaint openly.

The issue I think is now whether you accept that a price match was offered, if one was offered was it unconditional?

Personally I think customers focus too much on price, the marine range of products is vast and it requires and equally large knowledge base in order to be able to offer good advice and service.

Everyone, quite rightly, demands good service when it comes to important purchases like a VHF or Lifejackets; it is wrong to expect a high level of service and a rock bottom price.

May I suggest that MES sell Paul one at the very low price on the understanding that PBO do a small editorial about how their Forum works to bring customers and retailers together, showing everybody in a good light and imbuing a nice warm feeling all round?

 

[bilbobaggins]

I'm all in favour of MES! They did by far the best bacon butties in the show on the first morning - as our esteemed Consultant Editor JJ can attest! No, really! I had two, too......

As for the above posts, it well illustrates a couple of VIP business truths....

First, you can't buy reputation.

The higher you build it, the more effort you need to make to sustain it. A past chairman of Nationwide BS held the view that, AIR, "There's only a little we can do to enhance business from satisfied customers. However, dissatisfied clients tell, on average, 20 others - friends and family - of their bad experience which translates in a very measurable way into lost business."

He instructed his managers and CC staff to spend money and time turning a 'dissatisfied' into a 'converted/pleased' member of the public. The same research showed that those who'd had a grumble, and had it resolved with especial effort, became the most enthusiastic of supporters - buying again and telling others.

Compare, for example, the above thread/experience with the always-attentive and helpful Garmin support guys.....

Y'see?

 

[Channel Ribs]

He instructed his managers and CC staff to spend money and time turning a 'dissatisfied' into a 'converted/pleased' member of the public. The same research showed that those who'd had a grumble, and had it resolved with especial effort, became the most enthusiastic of supporters - buying again and telling others.

So to paraphrase...

It does not matter how rubbish you are, just so long as everyone goes away happy.

 

[maxi77]

So to paraphrase...

It does not matter how rubbish you are, just so long as everyone goes away happy.

You have missed the point it is much more that it doesn't matter how **** you are as long as no one goes away unhappy.

One cock up can not only lose you a loyal customer but persuade others to avoid your business too. Once a customer has left they are ten times more difficult to bring back than it would have been to keep them. It is a reality that years worth of good reputaion can be lost in minutes of madness, which is why when I did my first sales training customer care in all it's forms was one of the most important parts, along with asking for the order, and not speaking again until you got your answer.

 

[bilbobaggins]

So to paraphrase...

It does not matter how rubbish you are, just so long as everyone goes away happy.

Wrong! And wrong!

Try this - "Mistakes happen. It's what happens next that matters...."

 

[Juggler7823]

Everyone, quite rightly, demands good service when it comes to important purchases like a VHF or Lifejackets; it is wrong to expect a high level of service and a rock bottom price.

I do not agree with this at all.

 

[mikefleetwood]

I'm glad none of you lot are my customers!

As far as I can see, the salesman's version on events tallys quite closely with the OP's. The difference is mostly one of interpretation. The salesman tried to be funny and the OP clearly didn't see it that way!

The only difference in the versions was if the OP was shown the cost price. As no-one seems to have argued that the price elsewhere was not below the cost, I can't see that this is particularly relavent! I think that to make light of the inabilty to match the price was a perfectly good response on the part of the salesman.

There is nothing illegal, or dishonest, in declining to go below cost to honour the original, throw-away, offer. And I would suggest that the OP was unreasonable to expect otherwise under the circumstances.

As for the cost - prices of imported products fluctuate all the time with exchange rates.

(I think I must be in a bad mood today!)

 

[P4Paul]

To MikeFleetwood,

Just to confirm, I am the OP and if you read the entire thread you will notice that I stated very clearly halfway down:

'To be fair to MES I have no problem is accepting the fact that they wouldn't/couldn't match the price from Marine Super Store.

The bit that hacked me off was the attitude and behaviour of the staff member towards me when I followed the instructions given by his colleague and returned to their stand.'

So which bit of that do you find unreasonable?

 

[WALLY]

As a long-time lurker i have finally decided to put 'pen to paper'

I cannot believe the fuss that has been made about this.

Sure, the MES employee could've and should've handled the situation better, and i dare say he or she has learnt from it. But to their credit they have publicly apologised (which most wouldnt have) and that should be that.

The OP can rest easy knowing that hes has got a very good deal AND an apology for the way he was treated.

WALLY

p.s. and whoever it was that mentioned trading standards made me LOL - like they'd be interested in it lol (a grip needs to be got)