Odd response from a manufacturer

[Tim Hale]

Hi,

 

I recently ordered some items from a well known manufacturer in the model railway community, to their credit a jiffy bag arrived within 48hrs however, it contained items not ordered and other items were missing.

 

As I was concerned that another customer had received parts of my order (and vice versa) I 'phoned the manufacturer. Their response was not what I had expected, rather than an apology, I received a flat denial but after further (my) pleading they agreed to supply the correct items. Unfortunately these took a bit longer to arrive than the initial package but within a day of its arrival I received a rather abrasive 'phone call 'reminding' me to return their goods - please note that at no stage did the manufacturer supply a pre-paid return envelop nor was there any promise to refund the cost of returning the goods.

 

So I waited, sure enough a really unpleasant 'phone call was received, I listened for 10secs and terminated the call. A minute or so later, another call however this time the representative of the company accused me of dishonestly obtaining goods before I terminated the call.

 

This afternoon, I scanned both the original invoice and took 'photos of the incorrect goods as evidence to prove that the original order had been incorrectly supplied, this was then sent to the company involved.

 

Another 'phone call ensued - this time, the accusation of dishonesty was plainly made by a representative of the company despite the fact that I had supplied them with evidence of their original mistake. When I asked why they had not supplied a pre-paid envelop for the return of their goods, the reply was that I could not be trusted to return them. No apology was offered for their mistake.

 

I will not provide the name of the company to the forum as they have no chance to respond but is this is the standard of customer service that we deserve?

 

 

DesA

[Tim V]

Had you not told them of the incorrect goods, but merely said some goods you had ordered were missing, would their response had been different?

 

Wonder about the other customer, who may still be waiting for their goods.

[oreamnos]

Not disclosing this company's identity seems a bit odd to me. There's no risk of a libel or slander complaint unless what you wrote in your post was not true. And who's to say the company doesn't read this website? Regardless of whether or not they do, it seems the readers of this site should be kept informed about poor behaviour by traders. Why else take the time to post your experience?

 

I think you took the high road in dealing with this company. I don't think identifying it sullies that.

 

Just my opinion.

 

Matt

[PhilH]

Not disclosing this company's identity seems a bit odd to me. There's no risk of a libel or slander complaint unless what you wrote in your post was not true. And who's to say the company doesn't read this website? Regardless of whether or not they do, it seems the readers of this site should be kept informed about poor behaviour by traders. Why else take the time to post your experience?

 

I think you took the high road in dealing with this company. I don't think identifying it sullies that.

 

Just my opinion.

 

Matt

 

I would agree with this - we quite rightly laud good service from suppliers on this forum. The OP has posted a very good account of poor service from a supplier with seemingly no redeeming reasons for this. So if we name purveyors of good service, why should we not name when the opposite occurs?

[Guest dilbert]

On a couple of occasions I have received items that have not been correctly despatched. In both cases I contacted the supplier and sent the erroneous items back. Correct items were sent in the meantime and I later also received a credit for the return postage cost + a little extra for the inconvenience caused (which I didn't even ask for) on the next order.

 

Why do things have to get so complicated ? ... dilbert

 

 

.

[Andy Y]

The OP has advised me of the identity of the supplier. I will make a call to them on Monday and give them a chance to respond.

[Tim Hale]

Despite having been called 'dishonest and untrustworthy' during a 'phone call by a representative of the aforesaid manufacturer, I intend to take the moral high ground and return their items but I doubt if I will receive a refund* for either the brand new Jiffy bag or the postage.

 

BTW, I decided not to name them but to give Andy a chance to get their side of the story, after all, there must be some reason why they treated me so badly?

 

DesA

 

*I wonder if they have used my debit card and charged me for their cockup?

[Kenton]

*I wonder if they have used my debit card and charged me for their cockup?

I would take steps to check that, if I were you.

 

Was it possible to email the proprietor at the start to put the facts in writing. The first step I would have taken rather than putting them on the spot with a phone call.

 

Secondly after the first obnoxious phone call I would have recorded each subsequent call and then ultimately referred them to my solicitor. Their disturbing/threatening behaviour over the telephone is not legal.

 

Finally, following such calls I would certainly not take the "moral high ground" they are at fault and they should be providing the means of returning the goods including insurance.

Though if the items are lightweight and they had been more polite I would have returned them earlier anyway - more out of sympathy with their problem.

 

As for naming and shaming - I have never been too keen on this with a public forum. The damage done can last for years as the site is archived by search engines, yet the business concerned my have an genuine explanation, provide redress, or improve their ways. I'm sure we would all be curious but others among us may have experienced the total opposite service.

[PhilH]

As for naming and shaming - I have never been too keen on this with a public forum. The damage done can last for years as the site is archived by search engines, yet the business concerned my have an genuine explanation, provide redress, or improve their ways. I'm sure w would all be curious but others among us may have experienced the total opposite service.

 

The attitude displayed here is one of the things I'm uneasy about with RMWeb. There is a thread running concurrently denigrating the service provided by, and naming, a telephone provider - a thread which I believe has been contributed to by the author of the above statement. Many threads have also bemoaned, and named, the service provided by internet providers and banks, to name a couple of examples. That seems to be alright and is not commented on.

 

So why, when it comes to providers of model railway supplies are we supposed to give them latitude regarding poor service, and most certainly not name them, when we don't think twice about naming and shaming other poor performing businesses.

 

It does, in my opinion, smack of a certain degree of double standard application.

[bertiedog]

Basically if the facts are correct then they are liable for the accusations they have made, these are very serious and could result in a civil case against them. They have broken the contract to supply you with the goods you ordered...nothing more or less, if this happens, then by all means phone, but then a paper signed letter, not E-mail, should then be sent stating your details and asking for arrangements to correct the situation to be made by them at once..

 

You can't be accused of deception, stealing or acquiring goods under false pretences, such accusations rely on your intention to permanently deprive them of the goods, and you do not have to do more than inform them that the goods are available for return, at their expense etc. You could even charge them for the storage! The ball is in their court, they must make the arrangements and bear the cost.

 

It is sad that a smaller specialist company behaves like this, it does the hobby no good at all, I am sure it cuts both ways, there are bad customers as well, but such abrupt and rude behaviour will do them no good.

 

Stephen.

[spamcan61]

So why, when it comes to providers of model railway supplies are we supposed to give them latitude regarding poor service, and most certainly not name them, when we don't think twice about naming and shaming other poor performing businesses.

 

It does, in my opinion, smack of a certain degree of double standard application.

 

From a personal point of view there's two reasons why I apply different standards to different businesses:-

 

1) Size - BT, Talk Talk etc. are huge companies, even if every RMwebber took their business elsewhere on the basis of a thread on here, the business wouldn't even notice. So little harm done, even if the original thread didn't present the full facts of the situation. However, a small business, Model Railway or otherwise, may see a significant impact on their business under similar circumstances, so I think it's reasonable to be more cautious about naming and shaming, as we are never privy to the full facts of the situation.

 

2) I'll cut 'cottage industry' suppliers a good deal of slack on the basis many of them are selling stuff that I can't buy elsewhere, and their 'business' might be more of a way of helping fellow modellers save time and trouble by supplying parts, off the back of their own modelling needs, rather than trying to compete with Amazon.

[PhilH]

From a personal point of view there's two reasons why I apply different standards to different businesses:-

 

1) Size - BT, Talk Talk etc. are huge companies, even if every RMwebber took their business elsewhere on the basis of a thread on here, the business wouldn't even notice. So little harm done, even if the original thread didn't present the full facts of the situation. However, a small business, Model Railway or otherwise, may see a significant impact on their business under similar circumstances, so I think it's reasonable to be more cautious about naming and shaming, as we are never privy to the full facts of the situation.

 

2) I'll cut 'cottage industry' suppliers a good deal of slack on the basis many of them are selling stuff that I can't buy elsewhere, and their 'business' might be more of a way of helping fellow modellers save time and trouble by supplying parts, off the back of their own modelling needs, rather than trying to compete with Amazon.

 

I'm sorry, I don't subscribe to that. Cr*p is cr*p whether it comes in a small packet or by the ton (or tonne if you're a child of the eighties or whenever it changed)

[Mod3]

OK gentlemen, the thread is locked for now pending Andys investigation