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I repeat that IME talking over the phone is far better than mail.
Also that you need to send very clear messages:
What the problem is (inc evidence, usually a pic).
What you want done about it (and stick to your guns).
What you will do if you are not satisfied with their response; what the consequences will be for the individual or the firm.
Should be a doddle for a guy who got 7 months free use of a Pajero.
How would I pass a picture down the phone?Quote:
Originally Posted by rsser
Phone calls are unprofessional at this stage (unless the shop calls with an apology and the offer of a full refund); they can be subject to misinterpretation and ambiguity. When I reach second level, I prefer to write to the person concerned then everyone has a black and white record of all the conversation and there can be no misunderstandings or "You said" / "I said".
Whatever works for you WW.
I like talking as it's harder for the other guy (usually) to pass off BS cos he know's he'll get an immediate reaction.
If the agreement reached is critical in its details, I follow up with a written summary sent by email or mail.
As for visual evidence, you have it, you offer to send it, you send it anyway or if they ask. Having it is as important in the document trail as everything else.
Hi WW
I agree that the service you received was deplorable. There is simply no excuse for it. None at all. Can you imagine this occurring at either LN or LV, companies that set an exemplary models for all to follow ... there's be hell to pay!
Why not send me the router base, plus your pictures, and I will take these in myself and have a word withe the manager on your behalf. I don't know the new owner, but I did know the old owner very well, as well as many of the staff. I would be happy to select out a decent replacement base as well, should you still want one. Contact me off-forum if you want any help here.
Regards from Perth
Derek
Good on you Derek,
you're a kind fellow.
Kevin
Derek, Thank you for your kind offer, however, I'll tentatively decline on two grounds:Quote:
Originally Posted by derekcohen
1. As the purchaser, I feel I should see this through to a reasonable termination. To-date, I have only encountered (albeit wholly unnecessary and preventable) a feral shop assistant and I still have, to the best of my knowledge, at least one more level of command through which to pursue my grievance before I run out of options.
I may indeed have sought your assistance in presenting with the item and employing your woodworking experience to argue the inherent faults of the item, if the item in question were of a higher value – which brings me to the second point.
2. The cost of posting the router base back to WA outweighs the value of the cursed thing, so unless you believe you can negotiate a more beneficial defrayal, I think I'll wait for whatever recompense the shop deems fit and then throw the useless object in the bin.
You've got to love this forum :2tsup:
Good one Derek for your support of a fellow "woodie"
Woodwood I like your style - stick with it -
"Near enough will never be good enough"
- the cost of the item is irrelevant - it is now principle.
WW
Send me the pictures, etc - at least I can get the manager to look at them, appreciate your experience and expectations, and then he can decide from there what to do.
Regards from Perth
Derek
No one yet has said anything positive about Timbecon so let me be the first. That said, I live close to Timbecon and I have never mail ordered anything from them under the new management.
I have never received anything but well mannered and helpful service from the staff. Nor have I ever had to return anything bought from the shop. And no, I don't have any relationship with them beyond buying the odd item from them.
I am not defending bad service. I am just saying that this has not been my experience.
I think this thread proves a well established principle of consumer behaviour - which is people are far more likely to inform others about bad service compared to when they receive good service.
There is no getting around it, its human nature. That's also why most retailers try to keep their customers happy.
Derek, As I said in my preceding post, I want to pursue this complaint as far as I can before exploring alternative avenues. Hopefully the letter will prompt a happy conclusion to the matter.Quote:
Originally Posted by derekcohen
There are no pictures of the defective router base; there's nothing to see really. It rocks on my bench and that's difficult to photograph.
My letter to the shop's manager has been posted and I'll keep any interested parties appraised of any outcome here when I have something to hand.
If you have a search through the forums you'll find many threads congratulating businesses for outstanding service - I'm particularly thinking of the turning and pen turning areas.Quote:
Originally Posted by TP1
In general you are right though - consumers have a level of expectation and this is often not met, though rarely exceeded by any great margin. Still, it happens and people are happy to congratulate a business for going out of their way to provide excellent service.
Cheers,
Dave
I have previously posted threads regarding outstanding service (from Carba-Tec, Melbourne and Carroll's Woodcraft Supplies). I believe all noteworthy service (good or bad) is part of balanced reporting and should be encouraged so others may make informed decisions on where to spend their money.
Back to the original base, if it out by a 1/2 mm in teh shop, maybe it's a 1/2mm on top, and bottom, making it 1mm all up.
Stories like this scare most people off internet sales,
I have dealt with a a few and had no dramas, including eBay stores (more likely to look after there feedback rating) I find quite often they are more helpful than a physical shop. I have in the past returned 2 items post free, the last was an aftermarket fog light, the genuine being twice the price. It wasn't suitable, the shop then forwarded a genuine fog light, witha return postage voucher for the aftermarket. He wore the cost of the return and replacement postage, as well as the difference in price, and continued to apologise and promises a discount price in eth future if I buy off him!
However depending how this thread pans out, I will reconsider some companies I deal with.
O Benevolent God of the Forum
Have pity of the faithful who can not comprehend Your inscrutable ways and give us a sign.
Why are discussions of this kind allowed in Woodwork General and not moved to the forum You created ostensibly for this purpose?
HAVE YOUR SAY
This is your chance to have your say on what ever you wish. Rant and rave. Give someone a pat on the back, or a kick their bum. ONE STIPULATION: Keep it about woodwork and related woodies stuff.
Do not induce us into temptation lest we incur Your wrath and are banished to drivel hell.:D
Amen.