On-line chandleries: how hard can it be? (rant)

[FishyInverness]

I must update, to ease my conscience. Having heard not a word from Classic Marine, I took time to call the place today and spoke with a very helpful fellow who had been trying to email me. Twice! For some reason both attempts had gone unread, straight to my junk file...I've no idea why -

but then again, don't underestimate the interfering nature of the Spam Filter!

See, I had my suspicions
(I regularly get told "no-one answered my emails" up to the point that I can quote the date and time it was sent, someone checks their spam filter and realises it was gobbled!)

 

[sailorman]

I must update, to ease my conscience. Having heard not a word from Classic Marine, I took time to call the place today and spoke with a very helpful fellow who had been trying to email me. Twice! For some reason both attempts had gone unread, straight to my junk file...I've no idea why - anything with 'Marine' in the title would have been opened by me, and the email-system could hardly have reasoned that I wouldn't choose to read it. Anyway the chap was very patient and helpful and my keel-band should now be in the mail.

Meanwhile, Pinnell & Bax...money paid nearly two weeks ago...no emails yet except original confirmation of the order on February 17th...no delivery, nor any contact (I checked 'Junk') to explain what the issue is. I'll call tomorrow. I really hope there's a good reason once again, because P&B seem to stock lots which isn't widely available.

email settings "contacts only " ??????????

 

[Greenheart]

I'm unsure why mail from Classic Marine was sidelined - I quite often receive emails from persons or organisations I've had no previous contact with, so I doubt the suggested reason.

I'll keep it in mind though. :encouragement:

 

[Greenheart]

What, I wonder, is wrong at Pinnell & Bax? Or am I senselessly optimistic about customer service?

I ordered a sheet of grey ProGrip on 17th February. I'd read it is the only colour available which doesn't absorb masses of heat in strong sunlight. Evidently I'm a meteo-optimist, too.

I suspect grey ProGrip isn't ordered very often, because I was told that when P&B took delivery of their order from their suppliers, they'd only received sheets of black ProGrip. :nonchalance:

Ah well, a daft oversight or presumption by somebody somewhere; but they're only human. That was late in February.

In the two weeks since, some further cock-up reportedly led to the wrong product again being sent to Pinnell & Bax. No calls or emails were made to me, to explain anything...

...but I phoned and was told this was the reason. That was six days ago. Today I called again, and the same reason was repeated. No apparent movement on the subject, there. :mad-new:

Apparently Pinnell & Bax are now expecting my sheet of grey ProGrip to arrive at their premises early next week, a full month after my original order was sent.

I wonder if they think I'll be perfectly happy if they package it up with the other items I ordered, and drop it in the snail-mail, to arrive some time at the end of the week?

P&B don't call their customers to explain the reason for delays, they don't respond to emails relating to purchases, and there doesn't seem to be an atom of concern about the failure.

It makes me very sad, because I'd assumed this company has the finest background, enthusiastically (and competently) supplying performance sailing equipment to demanding sailors...

...and I had several much more expensive purchases to make from them. That choice of source is now under review.

 

[lustyd]

When they call to let you know it's in, politely inform them that you cancelled your order but couldn't be arsed contacting them to let them know

What, I wonder, is wrong at Pinnell & Bax? Or am I senselessly optimistic about customer service?

I ordered a sheet of grey ProGrip on 17th February. I'd read it is the only colour available which doesn't absorb masses of heat in strong sunlight. Evidently I'm a meteo-optimist, too.

I suspect grey ProGrip isn't ordered very often, because I was told that when P&B took delivery of their order from their suppliers, they'd only received sheets of black ProGrip. :nonchalance:

Ah well, a daft oversight or presumption by somebody somewhere; but they're only human. That was late in February.

In the two weeks since, some further cock-up reportedly led to the wrong product again being sent to Pinnell & Bax. No calls or emails were made to me, to explain anything...

...but I phoned and was told this was the reason. That was six days ago. Today I called again, and the same reason was repeated. No apparent movement on the subject, there. :mad-new:

Apparently Pinnell & Bax are now expecting my sheet of grey ProGrip to arrive at their premises early next week, a full month after my original order was sent.

I wonder if they think I'll be perfectly happy if they package it up with the other items I ordered, and drop it in the snail-mail, to arrive some time at the end of the week?

P&B don't call their customers to explain the reason for delays, they don't respond to emails relating to purchases, and there doesn't seem to be an atom of concern about the failure.

It makes me very sad, because I'd assumed this company has the finest background, enthusiastically (and competently) supplying performance sailing equipment to demanding sailors...

...and I had several much more expensive purchases to make from them. That choice of source is now under review.

 

[Greenheart]

Cheers, that's very tempting, Lusty. But I won't know where else to look. Perhaps that's the worst of specialists - with a monopoly, they can treat their clientele however they like.

 

[FishyInverness]

When they call to let you know it's in, politely inform them that you cancelled your order but couldn't be arsed contacting them to let them know

Or - even more fun(you need to be in on the day it is delivered for this wee bit of fun) - When it's delivered, refuse it with the courier, they'll take it back to the company and then call them to inform them you wish to cancel the order under the Distance Selling Regulations and claim back the full amount paid, including carriage....

....wait a week and place the order again under a different name! You'll have cost them two lots of carriage, a small victory, but...

 

[Greenheart]

...a small victory, but...

...but very satisfying, thanks for the thought.

The really irritating thing is how loosely-connected the people involved seem to be with their own business. I've no idea how big or grand Pinnell & Bax is, as a company; the website seems very organised, particularly orientated towards dinghy and small race-boat equipment, as the company name suggests...

...but each time I've called, the telephonist has had to go and ask, and their news is persistently of no progress. I could easily forgive the company's abject failure to deliver what I ordered in a reasonable time, if anyone there had bothered to keep me informed...

...evidently the chap who the telephonist went to ask, knew the score - so why the hell hadn't he emailed me or called to explain? I had emailed them, but I've had absolutely no response to make me think my email was even opened.

I was in upmarket retail for a while, and maybe it's very different, face-to-face with customers - but I always felt deeply that until the customer was happy, I couldn't really relax...

...truthfully, it isn't too late for Pinnell & Bax to win back my good opinion - maybe a note of apology or email, to suggest that someone there DOES give a damn? Let's wait & see.

 

[Steve Clayton]

What about these guys?
http://www.ldcsailing.com/pro-grip-...Name=boat-parts-multi-class-hardware-non-slip

If P&B don't deliver to you by 15th March then you can cancel and get all your money back.

 

[lustyd]

Cheers, that's very tempting, Lusty. But I won't know where else to look. Perhaps that's the worst of specialists - with a monopoly, they can treat their clientele however they like.

Yes that is a downside but considering what you've been through and are going through I'd be looking at alternatives by now. Hope you eventually get it sorted though.

 

[Daydream believer]

What, I wonder, is wrong at Pinnell & Bax? Or am I senselessly optimistic about customer service?

I ordered a sheet of grey ProGrip on 17th February. I'd read it is the only colour available which doesn't absorb masses of heat in strong sunlight. Evidently I'm a meteo-optimist, too.

I suspect grey ProGrip isn't ordered very often, because I was told that when P&B took delivery of their order from their suppliers, they'd only received sheets of black ProGrip. :nonchalance:

Ah well, a daft oversight or presumption by somebody somewhere; but they're only human. That was late in February.

In the two weeks since, some further cock-up reportedly led to the wrong product again being sent to Pinnell & Bax. No calls or emails were made to me, to explain anything...

...but I phoned and was told this was the reason. That was six days ago. Today I called again, and the same reason was repeated. No apparent movement on the subject, there. :mad-new:

Apparently Pinnell & Bax are now expecting my sheet of grey ProGrip to arrive at their premises early next week, a full month after my original order was sent.

I wonder if they think I'll be perfectly happy if they package it up with the other items I ordered, and drop it in the snail-mail, to arrive some time at the end of the week?

P&B don't call their customers to explain the reason for delays, they don't respond to emails relating to purchases, and there doesn't seem to be an atom of concern about the failure.

It makes me very sad, because I'd assumed this company has the finest background, enthusiastically (and competently) supplying performance sailing equipment to demanding sailors...

...and I had several much more expensive purchases to make from them. That choice of source is now under review.

P & B are renowned for abject failure to perform with any "professional competence in their dealings with customers.
i know someone who has bought quite a few dinghies from them but inspite of having spent thousands, when he went to collect a brand new boat for a championship & it was filthy, having been dumped outside, & was not finished. This was in spite of him having ordered it well in advance & told them when he would arrive to collect.
They could not have cared less.

 

[Greenheart]

Thanks gents. I'll bear in mind my right to cancel. It's nice to know alternative suppliers like LDC exist - although their prices look much higher. I paid the same for a much larger sheet...if I ever see it!

The irritating reflection is that I don't believe for a moment that I'm being conned...I'm sure that simple, persistent procedural carelessness either on the part of P&B or their suppliers, has prevented the ordered item from being selected and delivered. With any luck, the moron who keeps getting it wrong will be given a proper rollicking. He's earned it.

 

[JumbleDuck]

The irritating reflection is that I don't believe for a moment that I'm being conned...I'm sure that simple, persistent procedural carelessness either on the part of P&B or their suppliers, has prevented the ordered item from being selected and delivered. With any luck, the moron who keeps getting it wrong will be given a proper rollicking. He's earned it.

Or maybe they just don't. Still, it's as good a reason as any to read this:

http://www.27bslash6.com/f4s.html

 

[Greenheart]

Against all that disappointing stuff, tonight I took delivery of a 5 litre can of acetone, sent in under 48 hours from somewhere in Scotland. Pretty good service for under £10...

...because last year, Force 4 hit me for £12, for the teeniest little can of acetone - 250ml!!! Granted, it was an unmitigated swizz...at that rate, 5 litres would have cost £240.

Amusingly enough, the big can arrived today in a cardboard box marked This Way Up, which I took care to maintain...but the bottle inside was upside down.

 

[sailaboutvic]

My concern Being aboard and on a time limit when I wanting to order a AIS was just as the OP , so before ordering I emailed seamark Nunn and asked if it was in stock , same day later I got a reply six days after placing my order the AIS arrived , well done seamark Nunn , no problem ordering again from them , but I would email first to check stock , as I would do with any other stuff I order on line .

 

[Lucky Duck]

I ordered a replacement hatch from Allspars in Plymouth, for various supplier led reasons it took about two months for the correct one to arrive (yesterday) but I was plesently surprised to see that they had not debited my card until they had dispatched it to me.

 

[Greenheart]

Finally had a call from Pinnell & Bax...(more than a month after I made the ProGrip order)...and apparently their suppliers can provide grey ProGrip by April 18th......another month!

I've no history of paranoia, but I begin to wonder if I've been the object of some little joke being played out at leisurely pace...

...I'd regarded the ProGrip order as a test of Pinnell & Bax...I needed the non-slip decks in order to trapeze off the boat, and if they could provide the ProGrip, I planned to order one of their made-to-measure trapeze harnesses...

...but now that I've no non-slip, I'll hardly need the trap harness! I must admit, P&B had led me to worry about their approach to arranging production of an expensive, bespoke item.

That may be missing the point; I've no reason to doubt their own scrupulousness. But the difficulty remains; I've no non-slip, nor any alternative to P&B for a made-to-fit harness.