Poor Service Warning.........

Nick_Pam

Nick_Pam

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Hi

On 6th March, I ordered a Raymarine RAY55E VHF from a well-known on-line marine electronic services company.........

On the order, I asked specifically if the radio was in stock as I needed it shipping to Essex Boatyards to be fitted to our new Doral Boca Grande before she is shipped out to Spain next week.

On the 7th, I received an email to say that the radio was on back order from Raymarine and would be shipped early week commencing 10th.

On the 12th, I emailed them to confirm that the radio had been shipped.....the reply received on the 13th stated that the radio was on back order and would be shipped early week commencing 17th..... /forums/images/graemlins/crazy.gif

I replied to explain that I had been clear about early delivery and asked if they could confirm that it would be delivered no later than 21st so that there was time for it to be fitted.... /forums/images/graemlins/blush.gif

On the 13th, I got a reply to the effect that they had been in touch with STANDARD HORIZON and were able to deliver to that schedule... /forums/images/graemlins/confused.gif

I "politely" pointed out that I had, in fact, ordered a RAYMARINE and after a short delay, I got a reply informing me that Raymarine were out of stock too, and would not be able to deliver before 1st April............ /forums/images/graemlins/mad.gif

Soooo..........first thing on the 14th, I went to the Marine Superstore website, ascertained (on their live stock system) that they had got four in current stock, and ordered one, which was shipped that afternoon and delivered on Saturday 15th...... /forums/images/graemlins/smile.gif

Ok so I paid £10 more than originally expected

BUT

Guess which company I am going to use next time I need to order electronics!!!!!!!

(No relation or interest - just someone who is passionate in his own company about customer service and gets p*ss*d off when others don't share the same passion!!)

If there is anyone from the afore-hinted company (the signs are there.... /forums/images/graemlins/wink.gif )reading this, I apologise for going semi-public, but to coin a good old Yorkshire saying, you made a right horlicks of this one!!!!!!!!!!!!!
3/10 could do better
 
I suspect this is the same company from whom I ordered a vhf megaphone speaker last December. It wasn't until 4 weeks later they notified that it was on back order. Finally at the end of February they despatched an inferior product in the hope they would get away with that. No attempt made to contact me to see if alternative would be ok. I promptly returned the substitute product and am still waiting for the refund plus the cost of postage for sending it back.
The amount involved is less than £40. There tagline includes the words "unrivalled service".
 
Read the post carefully..... [ QUOTE ]
marine electronic services

[/ QUOTE ]




/forums/images/graemlins/smile.gif
 
Phew,

Just ordered a GPS and was about to place the order with them when I switched to 'Malthouse Marine'. His communication has been great! I have bought from MES before and was happy then.

Bad form though!

Cheers

Paul /forums/images/graemlins/smile.gif
 
With regard the original post - I apologise that you had a less than satisfactory experience.
I beleive it was me personally that emailed you regarding the delay in the product arriving. As i pointed out to you in my subsequent email i made a mistake and for whatever reason thought you had ordered a different product (yes, i should've double checked first- lesson learnt)

I'm not going to offer any excuses as there are none, it was a human error on my part.
 
I got help from MES even though I hadnt bought from them, they helped me, without problems. I asked about joining up ST50 equipment, with "Choccy bloc" connectors. Very helpful. I would deal with them.
 
I have done OK business with MES.
In this instance they clearly made a mistake and have owned up to it - that should mean a lot.
It was right to report the poor service and it was very good that they responded directly to it in public.
I would do business with them again.
 
I have bought loads from MES over the last 7 years and found them excellent. My last order was £400 worth delivered perfectly on time about 2 months ago. I nearly always use them as my first port of call. Not disputing your facts, hope it was a one-off slip up by MES
 
[ QUOTE ]
With regard the original post - I apologise that you had a less than satisfactory experience.
I beleive it was me personally that emailed you regarding the delay in the product arriving. As i pointed out to you in my subsequent email i made a mistake and for whatever reason thought you had ordered a different product (yes, i should've double checked first- lesson learnt)

I'm not going to offer any excuses as there are none, it was a human error on my part.

[/ QUOTE ]

Thank you for your public response and acceptance of a sub-optimal service....I do recognise that there was some human error involved - my challenge was that I was continually having to chase to understand the state of play with regard to delivery, having already been clear about my pressing need on the day the order was placed.

My issue is about the number of companies who advertise products via the Internet that they do not have in stock to sell...

Had I known that you had no stock, I would have ordered elsewehere in the first place, due to my pressing need for shipment.

Had I phoned up instead of ordering via the Internet, I would have found out the status and witheld my order.

Having said that, the reason I ordered from you in the first place is that many users of this forum have sung the praises of MES in the past.....

Lessons to learn for both of us I suspect and I am VERY grateful that unlike many other companies, you were prepared to acknowledge a failure publicly.

For that at least, you deserve another chance and I will be happy to give you one when the situation next arises.

Kind Regards

Nick Buckley
 
[ QUOTE ]
[ QUOTE ]
With regard the original post - I apologise that you had a less than satisfactory experience.
I beleive it was me personally that emailed you regarding the delay in the product arriving. As i pointed out to you in my subsequent email i made a mistake and for whatever reason thought you had ordered a different product (yes, i should've double checked first- lesson learnt)

I'm not going to offer any excuses as there are none, it was a human error on my part.

[/ QUOTE ]

Thank you for your public response and acceptance of a sub-optimal service....I do recognise that there was some human error involved - my challenge was that I was continually having to chase to understand the state of play with regard to delivery, having already been clear about my pressing need on the day the order was placed

My issue is about the number of companies who advertise products via the Internet that they do not have in stock to sell...

Had I known that you had no stock, I would have ordered elsewehere in the first place, due to my pressing need for shipment.

Had I phoned up instead of ordering via the Internet, I would have found out the status and witheld my order.

Having said that, the reason I ordered from you in the first place is that many users of this forum have sung the praises of MES in the past.....

Lessons to learn for both of us I suspect and I am VERY grateful that unlike many other companies, you were prepared to acknowledge a failure publicly.

For that at least, you deserve another chance and I will be happy to give you one when the situation next arises.

Kind Regards

Nick Buckley [/quote

Exellent and sensible responses by both parties, if only more companies would follow suit and put their hand up to errors, more would be given a second chance.
 
Well done MES

Fair doos for owning up and the apology. I've used MES for a few years and found their delivery, especially their product knowledge and help top class.
 
Re: Poor Service Warning........

With all the will in the world most companies can get things wrong once in a while, its a great credit to MES that thay have responded in the way they have as many companies would not have been so open & honest.
I have delt with MES on many occasions & have always been delighted with their excellent service & product knowledge.
 
Sounds to me like a poor business process. It's very easy to say sorry and carry on but I see no attempt to relook at the business process and make changes.
I can't see any reason to deal with MES when there are so many businesses out there who have the correct and robust processes to deliver customer service.
 
It's a free world, deal with who ever you like. It's called market supply and demand. /forums/images/graemlins/wink.gif I've never seen a perfect business, nor a perfect product, but the Garmin 276C comes closest /forums/images/graemlins/wink.gif /forums/images/graemlins/wink.gif
 
We've also used MES in the past, plotter and DSC, before they moved to the new premesis, and found them v good.
Fair play to them for posting on here and trying to make amends, that kind of restores my faith in people, a lot wouldn't have bothered, yesterdays news and all that.
Is it MES that offer tuition? I could use some pointers on using my new Standard CP180 /forums/images/graemlins/wink.gif (not bought from MES).
ps have just sold my Betamax as I couldn't set the timer on it!! /forums/images/graemlins/smile.gif
 
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