Poor Customer Service - Page 2





Page 2 of 6 FirstFirst 1 2 3 4 5 6 LastLast
Results 21 to 40 of 104
  1. #21
    Join Date
    May 2009
    Location
    Springs
    Age
    60
    Posts
    16,728
    Thanked: 277

    Default Re: Poor Customer Service

    here we go again!
    i am upset, disgusted, annoyed, pissed off and fuming.
    this forum has become the replacement for Hellopeter except that on hellopeter the one accused is given the opportunity of stating his case.

    one would love to see everything in perspective!

    customer brings in the vehicle requiring fitment of 4 standard jump seats as part of a list of mechanical jobs.
    when dropping the car off the goalpost gets moved in that suddenly the seats are not to be fitted but instead a custom drawer system gets built out of plywood and 2 seats fixed onto it.
    the drawer system was to be removable and was to be covered in carpeting.
    then on saturday afternoon he arrives and again moves the goalposts by insisting the drawer system gets turned around and that a cross bar gets welded in supporting the backrests.

    as i stated Saturday afternoon! he then insisted he wanted it finished by Sunday afternoon as it was his daily drive and he needed the car. he would do the carpeting himself.

    wind back the clock!!!!

    it is long weekend and the customer moved the goalposts several times!!!
    i should have insisted he takes his car as the mechanical work had successfully been executed. instead i thought in terms on good customer care i would go the extra mile.
    ungrateful does not describe the attitude i received for working on a saturday and sunday to help him.

    in hindsight i should have removed the drawer system on friday afternoon, cancelled the contract and told him to remove his vehicle!

    it is exactly why shops like mine as a rule refuse to go beyond the scope to assist customers.
    if you want carpentry done, take it elsewhere!
    if you want panelbeating done, take it elsewhere!

    when the customer collected the car he assessed the job, paid and set off. there were no comments and indication of being unhappy except with the cost of material which i justified.
    when i was called by the customer this morning with the complaint, i offered to rectify the situation to which i told in no uncertain terms that it is not convenient. if i am not afforded the opportunity to rectify something, then don't bitch!

    if he expects full reimbursement, then return my property.

    on behalf of 99% of the other people in my industry i would like to state categorically that misunderstandings and disagreements are settled effectively in private and then when all avenues have been exhausted going to public forum may be an option!
    Last edited by Landyluvver; 2019/06/18 at 11:05 AM.

    Land Rovers never die, they simply become organ donors!

  2. The Following User Says Thank You to Landyluvver For This Useful Post:


  3. #22
    Join Date
    Mar 2008
    Location
    De Wildt
    Age
    57
    Posts
    36,409
    Thanked: 11435

    Default Re: Poor Customer Service

    did you or did you not tell him to F-off?
    2012 Jeep Sahara Unlimited 3.6 V6
    Percivamus

  4. The Following 5 Users Say Thank You to jelo For This Useful Post:


  5. #23
    Join Date
    Jun 2009
    Location
    Waterfall
    Age
    38
    Posts
    464
    Thanked: 614

    Default Re: Poor Customer Service

    So is it the customers fault that it is not even put in straight and centred?
    Any minority that advocates for gun control is either wilfully ignorant, or has never opened a history book.

    The problem with collective punishment - is that sooner or later you're part of the collective.

  6. The Following 2 Users Say Thank You to BluePaj For This Useful Post:


  7. #24
    Join Date
    May 2009
    Location
    Springs
    Age
    60
    Posts
    16,728
    Thanked: 277

    Default Re: Poor Customer Service

    Quote Originally Posted by byaru1 View Post
    Poor customer service is generally deplorable and outright annoying.

    Out of curiosity, what is the exact "specialization" of this specialist? That could also play some role in final quality of work.
    mechanical repairs - not carpentry!

    Land Rovers never die, they simply become organ donors!

  8. #25
    Join Date
    Oct 2012
    Location
    Benoni
    Age
    43
    Posts
    276
    Thanked: 203

    Default Re: Poor Customer Service

    Quote Originally Posted by Landyluvver View Post

    it is exactly why shops like mine as a rule refuse to go beyond the scope to assist customers.
    if you want carpentry done, take it elsewhere!
    if you want panelbeating done, take it elsewhere!
    Then why do it? As an outsider all I see is terrible workmanship, and a long list of excuses. Stick to what you are good at and build a good reputation from there. Why risk it with beyond scope projects?

  9. The Following 2 Users Say Thank You to Dewald Posthumus For This Useful Post:


  10. #26
    Join Date
    Feb 2011
    Location
    Pretoria
    Age
    42
    Posts
    3,734
    Thanked: 1107

    Default Re: Poor Customer Service

    I hope your passengers aren't prone to getting car sick. Those rear facing seats will have me spray painting your vehicle's inside within two minutes.
    Defender 2.8i

    People talking without speaking
    People hearing without listening

  11. #27
    Join Date
    Nov 2017
    Location
    JHB
    Age
    27
    Posts
    57
    Thanked: 21

    Default Re: Poor Customer Service

    Quote Originally Posted by Landyluvver View Post
    here we go again!
    i am upset, disgusted, annoyed, pissed off and fuming.
    this forum has become the replacement for Hellopeter except that on hellopeter the one accused is given the opportunity of stating his case.

    one would love to see everything in perspective! - I sent you the link to this forum in order for you to provide your perspective.

    customer brings in the vehicle requiring fitment of 4 standard jump seats as part of a list of mechanical jobs. Mechancial job involved a free flow box. Not exactly a lot.

    when dropping the car off the goalpost gets moved in that suddenly the seats are not to be fitted but instead a custom drawer system gets built out of plywood and 2 seats fixed onto it.
    the drawer system was to be removable and was to be covered in carpeting. - You made recommendations for this to be done and I agreed. I specifically confirmed with you this would not affect the deadline.
    then on saturday afternoon he arrives and again moves the goalposts by insisting the drawer system gets turned around and that a cross bar gets welded in supporting the backrests.

    as i stated Saturday afternoon! he then insisted he wanted it finished by Sunday afternoon as it was his daily drive and he needed the car. he would do the carpeting himself As said, carpeting myself. Not sealing the wood.

    wind back the clock!!!!

    it is long weekend and the customer moved the goalposts several times!!!
    i should have insisted he takes his car as the mechanical work had successfully been executed. instead i thought in terms on good customer care i would go the extra mile.
    ungrateful does not describe the attitude i received for working on a saturday and sunday to help him.

    in hindsight i should have removed the drawer system on friday afternoon, cancelled the contract and told him to remove his vehicle!

    it is exactly why shops like mine as a rule refuse to go beyond the scope to assist customers.
    if you want carpentry done, take it elsewhere! - If you are not capable of offering the service to an acceptable standard do not make claims to a customer that you can do the work for them
    if you want panelbeating done, take it elsewhere!

    when the customer collected the car he assessed the job, paid and set off. there were no comments and indication of being unhappy except with the cost of material which i justified.
    when i was called by the customer this morning with the complaint, i offered to rectify the situation to which i told in no uncertain terms that it is not convenient. if i am not afforded the opportunity to rectify something, then don't bitch!

    if he expects full reimbursement, then return my property. - No problem. I will return your drawer system and you will refund me the R1500 I paid? If this is an acceptable compromise I will make arrangements with you to make the return and receive the reimbursement. For example, an EFT of the refund in front of me would suffice. I have paid for and have accepted the cross beam etc.


    on behalf of 99% of the other people in my industry i would like to state categorically that misunderstandings and disagreements are settled effectively in private and then when all avenues have been exhausted going to public forum may be an option!

  12. #28
    Join Date
    Mar 2016
    Location
    Cape Town
    Age
    29
    Posts
    2,911
    Thanked: 2029

    Default Re: Poor Customer Service

    I love these kind of threads...
    Always think: Could this be sarcasm?

  13. The Following 5 Users Say Thank You to Oppies3800 For This Useful Post:


  14. #29
    Join Date
    May 2009
    Location
    Springs
    Age
    60
    Posts
    16,728
    Thanked: 277

    Default Re: Poor Customer Service

    Quote Originally Posted by jelo View Post
    That looks like a dogs arsehole.

    A grade 10 woodworker would do better. The drawer system doesn't even fit between the wheel arches properly. And that is shutter ply @ R400 per length, 2.1mx1.2m.
    before speaking your mind, consider the fact that
    1) all the cutting was done by Timber city and
    2) the width of the drawer system took into consideration the hinge holding the door. by going full width, the drawer would not be able to be opened. the drawer system can also not be snug fit as removal becomes almost impossible.

    the drawer system was designed fit for purpose and many factors were considered eg folding up of the seats to accommodate dogs, groceries, cooler boxes etc.

    lets just say that the design is what the customer agreed on.

    Land Rovers never die, they simply become organ donors!

  15. #30
    Join Date
    Mar 2007
    Location
    Harties Boet
    Age
    36
    Posts
    1,598
    Thanked: 755

    Default Re: Poor Customer Service

    I will agree on one thing, I thought it seemed quite odd/unfair that this work was expected to be done on the Saturday AND then the Sunday as well, and yes, assuming the vehicle wasn't collected in the dead of night and there was enough light to actually see what this end product looked like, it should never have been accepted and driven away and the issues should have been ironed out at the workshop.
    2004 Nissan Patrol 4.8
    1999 Nissan Patrol 4.2D

  16. #31
    Join Date
    Nov 2017
    Location
    JHB
    Age
    27
    Posts
    57
    Thanked: 21

    Default Re: Poor Customer Service

    Quote Originally Posted by albertvl View Post
    I hope your passengers aren't prone to getting car sick. Those rear facing seats will have me spray painting your vehicle's inside within two minutes.
    Hi there,

    The seats are not intended for long distance usage.

    For example, trips that need a car to the shops or say taking the hounds for a drive and someone is with them.

    Essentially just to make it a bit more practical.

    I definitely think rear facing seats would be unpleasant for long distance driving. Certainly I would not be keen haha.

    Should be fine for the short distance trips.

  17. The Following User Says Thank You to DustyRich For This Useful Post:


  18. #32
    Join Date
    Sep 2006
    Location
    Durbanville
    Posts
    4,345
    Thanked: 2271

    Default Re: Poor Customer Service

    These stories always have room for elaboration on certain parts. Requirement changes are easy. If accepted by whoever does the change, then it becomes the new norm. Can't blame it afterwards if you accepted it.

    To avoid moving off topic and focusing on the key elements, some questions that would probably sort out the issues without have a 50 page tennis match thread:

    1) Did supplier tell customer to f-off? Yes/No
    2) Is the quality of work done to your normal standard? Yes/No
    3) Did you make the mystery hole? Yes/No
    4) Did you do any spray work inside of the vehicle? Yes/No
    5) Would you be happy with the end result that was handed over to the client? Yes/No
    6) Did you conduct the work to the agreed level as was agreed for the price that was paid? Yes/No

    Not "buts" required, only Yes or No.
    Disclaimer - All my posts on this forum is without prejudice, is based on my fair assumptions or perceptions, is in no way intended to cause harm to anyone and is acted upon at your own discretion.

  19. The Following 6 Users Say Thank You to George For This Useful Post:


  20. #33
    Join Date
    Jun 2014
    Location
    Cape Town Southern Suburbs
    Posts
    3,011
    Thanked: 1046

    Default Re: Poor Customer Service

    Waiting for the choir in coming about how amazing LandyLurver is, his own responses always paint a completely different picture but anyway those with a pinch of sense can get the just of the matter...

    Interesting how what must be a straight forward R1200 free flow exhaust job becomes R2100. Inflation is a biatch in Sa but that price seems to have been subjected to something of a totally different nature... if you have been on the receiving end of that equation before you know what I mean.

    If you take pride in your work you either are wise enough to not take on work you cannot adequately complete or if you are foolish enough to take on the work then you go the extra mile to finish it properly and you learn from the mistake. You don't pass the buck onto the client and hand off shoddy work. Good business 101.

    Anyway I feel for the op, I also take extra care with my vehicle and having a klutz work on it, butchering what was otherwise pristine is an unusually nasty pain to endure. It can feel like a real shot to the heart but it's still a great vehicle, just now with some added character and a random hole drilled in the floor.
    Last edited by Skylark; 2019/06/18 at 12:40 PM.

  21. #34
    Join Date
    Nov 2017
    Location
    JHB
    Age
    27
    Posts
    57
    Thanked: 21

    Default Re: Poor Customer Service

    Quote Originally Posted by George View Post
    These stories always have room for elaboration on certain parts. Requirement changes are easy. If accepted by whoever does the change, then it becomes the new norm. Can't blame it afterwards if you accepted it.

    To avoid moving off topic and focusing on the key elements, some questions that would probably sort out the issues without have a 50 page tennis match thread:

    1) Did supplier tell customer to f-off? Yes/No
    2) Is the quality of work done to your normal standard? Yes/No
    3) Did you make the mystery hole? Yes/No
    4) Did you do any spray work inside of the vehicle? Yes/No
    5) Would you be happy with the end result that was handed over to the client? Yes/No
    6) Did you conduct the work to the agreed level as was agreed for the price that was paid? Yes/No

    Not "buts" required, only Yes or No.

    Thank you. An excellent way to clear up the matter.

    From my side I would like to use this template to summarize my position.

    1) Did supplier tell customer to f-off? - He did near the end of our call.
    2) Is the quality of work done to your normal standard? - It is not what I would expect.
    3) Did you make the mystery hole? - I confirmed this on the phone with him.
    4) Did you do any spray work inside of the vehicle? - Evidence suggested such and he confirmed and apologized on the phone.
    5) Would you be happy with the end result that was handed over to the client? - I am not.
    6) Did you conduct the work to the agreed level as was agreed for the price that was paid? - I do not believe so. What was promised vs what was delivered is the issue.


    As he has stated, if I want a refund I should return the drawer. I will happily do so for a full refund.

  22. #35
    Join Date
    Jan 2013
    Location
    Friemersheim, Southern Cape
    Posts
    4,153
    Thanked: 2406

    Default Re: Poor Customer Service

    Quote Originally Posted by Landyluvver View Post
    before speaking your mind, consider the fact that
    1) all the cutting was done by Timber city and
    2) the width of the drawer system took into consideration the hinge holding the door. by going full width, the drawer would not be able to be opened. the drawer system can also not be snug fit as removal becomes almost impossible.

    the drawer system was designed fit for purpose and many factors were considered eg folding up of the seats to accommodate dogs, groceries, cooler boxes etc.

    lets just say that the design is what the customer agreed on.
    The way the system operates is not in question, the workmanship is.

    It could have been a more snug fit between arches without making removal an issue.
    To accommodate drop down door, equal spacers on either side would have done the trick, not the one on the left in picture posted.
    Then the finger grip offset on drawer, presumably to look centre on the wheel arches. Sjoe.
    The paint job.....'nough said.

    Irrespective if you are not a woodworker, you took on the job.....
    1998 Daihatsu Rocky 'The Kitty'
    2002 Daihatsu Rocky 'The Bully'

  23. The Following 3 Users Say Thank You to Prof For This Useful Post:


  24. #36
    Join Date
    Jan 2014
    Location
    Ezulwini Eswatini
    Posts
    1,615
    Thanked: 1783

    Default Re: Poor Customer Service

    You get what you pay for.

    R 2100 for work done by someone on a long weekend Friday Saturday and Sunday including evenings is dirt cheap IMO.

    2011 VW Touareg V.8 TDI
    2006 VW Touareg 3.0 TDi air suspension aka Pumba ( sold)
    2003 Pajero IO 2.0 aka Bosvark

  25. The Following 4 Users Say Thank You to Karol For This Useful Post:


  26. #37
    Join Date
    Nov 2017
    Location
    JHB
    Age
    27
    Posts
    57
    Thanked: 21

    Default Re: Poor Customer Service

    Quote Originally Posted by Karol View Post
    You get what you pay for.

    R 2100 for work done by someone on a long weekend Friday Saturday and Sunday including evenings is dirt cheap IMO.
    Hi there,

    The exhaust was done on Thursday.

    Additionally, the initial quote for R1200 was obtained on Whatsapp for this work on these days.

  27. #38
    Join Date
    Jan 2011
    Location
    Pretoria
    Age
    44
    Posts
    1,069
    Thanked: 595

    Default Re: Poor Customer Service

    Every story got 3 sides, we've got two versions thus far, now we are just waiting for the truth...
    Before you criticize someone, you should walk a mile in their shoes.

    That way, when you criticize them, you're a mile away and you have their shoes.

  28. #39
    Join Date
    Feb 2011
    Location
    Pretoria
    Age
    42
    Posts
    3,734
    Thanked: 1107

    Default Re: Poor Customer Service

    Quote Originally Posted by DustyRich View Post
    Hi there,

    The seats are not intended for long distance usage.

    For example, trips that need a car to the shops or say taking the hounds for a drive and someone is with them.

    Essentially just to make it a bit more practical.

    I definitely think rear facing seats would be unpleasant for long distance driving. Certainly I would not be keen haha.

    Should be fine for the short distance trips.
    I hear you but there is another concern - if you are in an accident the people in the rear seats will break their necks as there are no headrests.
    Defender 2.8i

    People talking without speaking
    People hearing without listening

  29. The Following 2 Users Say Thank You to albertvl For This Useful Post:


  30. #40
    Join Date
    Jan 2011
    Location
    Pretoria
    Age
    44
    Posts
    1,069
    Thanked: 595

    Default Re: Poor Customer Service

    Quote Originally Posted by albertvl View Post
    I hear you but there is another concern - if you are in an accident the people in the rear seats will break their necks as there are no headrests.
    Can a Landy drive fast enough to break a neck?
    Before you criticize someone, you should walk a mile in their shoes.

    That way, when you criticize them, you're a mile away and you have their shoes.

  31. The Following 3 Users Say Thank You to JCMostert For This Useful Post:


Page 2 of 6 FirstFirst 1 2 3 4 5 6 LastLast

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •