Thread: How would you rate this service?

G'Day Derek

I think you're right to be unhappy. I can't understand what the manager or his business could gain from that attitude. I regularly deal with Carbatec in Canberra and I get treated like an old friend. This is despite the fact that the most generous purchase I've made there was less that $100! It isn't hard to provide good service, in fact it's probably the best value business development tool a retail organisation can provide. Like others have said on this thread this isn't the only bad report I've heard from dealings with Timbercon. I'm hopeful that someone at Timbercon follows this forum and wakes up. In the mean time I (and probably many other forum members) will be steering clear of them.

I hope you have better luck with an alternate supplier.

regards

Manix

Timbecon have access to this BB,and it would be an advantageous time for them to respond without leaving this to simmer.However whether they will will determine how dinkum they are in dealing with this issue currently being circulated worldwide through the WW fraternity.

I doubt very much that this would have occurred when the old man (who initially set up the business)had been in charge.I can remember getting nothing but good service with him at any one time.
A generational change and the business can often go pear shaped with a different set of reins being handled .

Derek was right in his endeavours, but to be shabbily treated by a well known store reeks of indifference to clientele....well they dont have a monopoly on indifference..we can all play the same game.

I like others mentioned here dont shop there much now ..preferring to keep the $$$ spent through my local shops where there is definately good service.

Cheers

I've got a friend who has been quite succesful in retail and I've done a few shop fits for her. Her take on stuff ups?
"A mistake is an opportunity for you to show the customer how much you value their business"

As others have said, in this day and age it's relatively easy to get goods from the other side of the world (or this country). Retailers that choose to ignore the fact that while competitive prices may initially attract customers it's good service which will have tham coming back, well, they'll eventually fall by the way side.

Derek,
if you want to rub their noses in it you might want to email them a link to this thread.

Mick

Derek,
if you want to rub their noses in it you might want to email them a link to this thread.

Mick

I would rather that Timbercon read this, and recognises that the woodworking community is small and news gets around quickly.

While I deal mainly with Carba-tec - and get fantastic service from them - I live at the opposite side of Perth from their shop and, consequently, have used Timbercon since they are but 10 minutes from home. I used to be a more frequent customer of theirs in past years. However they do not stock the type of gear I am interested in, so I mainly just go to them for supplies. Still, I have spent in excess of $1000 there this year and I am one of their oldest customers (having shopped there for about 15 or more years). I was watching the manager's expression closely as he read this information on the computer screen at the checkout. It made no impact on him.

If I owned this business (and I know who does) I would be most unhappy that my representative and decision maker (aka "the manager") was presenting my company in such a manner. It is just bad business. Then again, they have little competition in the area, and that is probably why they continue to exist as they do.

Regards from Perth

Derek

(I never post here, ive got absolutely nothing to add, or ask, so i just lurk)

I was also in Timbecon today, and whilst a part wasnt available for a machine that i ordered (floor stock, bobbin sander $300), they have air bagged the parts from overseas at their expense, despite me saying i didnt need that machine until february. They wanted it sorted before xmas. I was also offered a drill press style drum sanding set ($80?) as a freebie to keep me going for a week until the machine (which, remember, i didnt even need) can be sorted out next week. I declined, as i really dont need to use it yet. Apparently the delivery fees are waived, as they incorrectly told me the machine was in stock last week (it was, just missing one part) with the bandsaw i purchased.

They also went out of there way to supply a bunch of dust extraction fittings despite me telling them i had used another supplier for the main components (and wasting a couple hours going through the system last week, which they didnt get to sell me).

In the last two weeks ive had them call on numerous occassions to see how i was going with the stuff i bought, and they have gone well out of their way to assist me with a bunch of other competitors products.

And finally, a couple bandsaw blades ($27 and $32 i think) thrown in with a purchase last week ($300), in exchange for a $40 voucher i had that was more than six months expired.

EVERY time i walk in there, im greeted by the majority of the staff, by my first name, and they all take the time to ask how things are going, and general chit chat. I do not get the same friendly service from other suppliers i use, despite me spending a lot more money with them.

Originally Posted by derekcohen

.................I was watching the manager's expression closely as he read this information on the computer screen at the checkout. It made no impact on him..................

In that case he's obviously unfit to manage the store. Treating any customer badly is stupid and counterproductive. Doing it to the closest thing that the Australian Woodworking community has to an international expert is downright idiotic. Not caring that hundreds of woodworkers in cyberspace can see how little the business cares about its customers is sheer arrogance.

Mick

I had a similar experience with a mob in Brisbane. I dropped 2 1/2 grand on some machinery and bits. Everything was rosey until I unloaded it and the planer had a European plug. I rang the mob and they said to get a sparky and post them the bill. I Paid (35 dollars) the sparky and posted a receipt to them. 4 weeks later no reply by either mail or phone. I rang and spoke to a 'customer service provider' and he had no record of the matter.
I drove to the establishment spoke to 'manager' told him what I thoght went to the shelf picked up a chisel and said bluntly 'I'm having this!' smiled and left.
Tough guy heh!

Once the customer has made their purchase and a problem arises they can complain as much as they like, but once they have your money, I fell that it is becoming more common, they just dont give a @#$%.

Action can be taken (small claims tribunal or similar), but that is dealing with a Govt. dept.(pain in the @#$%)

If the service is bad, I just go elsewhere with my dolars, even if it is half way around the world (Lee Valley), just a few clicks of the mouse.

Cheers

Derek I rate it poor... I've spent well over $10K there, they've done their dash with me several times over.
Had a few niggling problems with products that I can live with... basically being told im a liar and dont know anything about what I do and should stop "whinging", I will not live with.

Personly I dont like defaming people but,
I think its only one or two of the upper managment that is causing the trouble its this "couldnt give a rats" attitude that at a guess(the way they come across at me)cause's the bad attitude of some of the TC workforce. The dealings I had with certain person(a member here...) were very good and polite, pity they didnt take a leaf out of his book.

I know little about retail but SWMBO makes a living doing and teaching says:

In service "every error is an opportunity".
Opportunity 1 was when they couldnt find the small widget
Opportunity 2 was when they saw your purchase history (we keep them so if we have limited inclination to be nice we do so in the best direction)
Opportunity 3 was when you went back in

3 opportunities to make a service impression, 3 misses......

After 2 weeks chasing a new blade for my Radial Arm Saw and a new chisel for my chain chisel machine from my local dealer I recived only the blade (which was the wrong one) so I contacted Carbatec (Perth) who I have delt with a few times and they had a chisel on the shelf and the next day it was at my post office. I bought a few of my machines from them and have found them great to deal with.
Next time I will just go straight to Carbatec

Originally Posted by rhoads56

(I never post here, ive got absolutely nothing to add, or ask, so i just lurk)

I was also in Timbecon today, and whilst a part wasnt available for a machine that i ordered (floor stock, bobbin sander $300), they have air bagged the parts from overseas at their expense, despite me saying i didnt need that machine until february. They wanted it sorted before xmas. I was also offered a drill press style drum sanding set ($80?) as a freebie to keep me going for a week until the machine (which, remember, i didnt even need) can be sorted out next week. I declined, as i really dont need to use it yet. Apparently the delivery fees are waived, as they incorrectly told me the machine was in stock last week (it was, just missing one part) with the bandsaw i purchased.

They also went out of there way to supply a bunch of dust extraction fittings despite me telling them i had used another supplier for the main components (and wasting a couple hours going through the system last week, which they didnt get to sell me).

In the last two weeks ive had them call on numerous occassions to see how i was going with the stuff i bought, and they have gone well out of their way to assist me with a bunch of other competitors products.

And finally, a couple bandsaw blades ($27 and $32 i think) thrown in with a purchase last week ($300), in exchange for a $40 voucher i had that was more than six months expired.

EVERY time i walk in there, im greeted by the majority of the staff, by my first name, and they all take the time to ask how things are going, and general chit chat. I do not get the same friendly service from other suppliers i use, despite me spending a lot more money with them.

WHAHOOO!!! Someone with glowing experiences of this mob! You my friend are in the minority and should stand tall about your experiences ...Im impressed and pleased that your experiences with them are brilliant and of course its always good to get another view... but forgive me if I find 90% (okay 99.9% so I tried to be nice and now Im over it ) of your post rather unbelievable (all except the part "I never post here, ive got absolutely nothing to add, or ask, so i just lurk)" that I believe) given my own experiences and others posted on this forum by others.

Derek... my vote? In cold dispassionate terms? Not good enough!

And it seems they havent changed one iota in the past 2 years since my own experiences with them.

Nowadays I take my business to Carbetec mainly and like Johnno to the locals when I need something now as yet I havent tried the international route but will probably do so shortly (I have this Lee Valley fetish I must fullfill soon!! )... yeah even Carbetec can make mistakes heck anyone can!... but by god they do everything in their power to fix it!! ASAP!... and its never the customers fault nor do they abdicate fault they simply FIX it quick efficient and with dignity... good service NEVER looses customers while the sort of service you describe will loose customers faster than anything else... And I dont ever buy from TC even at the WW show PERIOD!!

One MUST expect that there are those who have had glowing experiences with the company and its representitives and its always good to hear of those experiences... but it does APPEAR that sadly (and believe me I do think its sad and a shame that this company cant get its shyte together!) they are in the minority.

Oh and before anyone tells me to get over it... I am over it! I just wanted to express my opinion and veiw and respond to Dereks question of "how would you rate this service"

Hague used to watch the board and would comment from time to time although I think of recent times the only time Ive noticed his login was when there was a sale on but otherwise silence... I wonder if he would respond to this thread or if he would see it in the old "damned if I do and damned if I dont" way?

Anyway sorry to hear of this mate... but hey!! look at it in this light... your ONLY 10 minutes from TC... And Im well south of you but I WILL happily travel over 3 HOURS to get to Carbetec! But then I get good service EVERY TIME no matter how much I do or dont spend ...but hey mate thats my preference eh?

I like it like that!

0h an Derek? Those chisels still need sharpenin ol son... well actually Despirately its sorta gone beyond need

Originally Posted by Wild Dingo

... but forgive me if I find 90% (okay 99.9% so I tried to be nice and now Im over it ) of your post rather unbelievable (all except the part "I never post here, ive got absolutely nothing to add, or ask, so i just lurk)" that I believe) given my own experiences and others posted on this forum by others.

... and theres the reason i never post.

Cheers

Originally Posted by rhoads56

... and theres the reason i never post.

Cheers

Why? Because ONE member questions your over glowing statements regarding this company?... how increadibly and utterly intriguing!... You mean you dont post because your afraid that ONE person out of thousands might just state that what you say seems way over the top? MAN! no seriously thats increadible!! Im not having a go Im just stunned by that comment! AMAZING!

Okay... Im feeling generous tonight so I... ahem... I apologize if I was out of line with my comments (although I personally dont think so I can see how someone with such sensitivities could see them so) ...I also... ahem... I apologize if what you said is 100% true (although hard to prove and there is more than enough evidence on this forum to prove the contrary is true of this particular company I am prepared to accept your words at face value) ... I am also aware that sometimes I tend to over emphisise my words and for that I wont appologize for its how I am take it or leave it... I am however willing to accept that sometimes good things happen to people as seems to have been the happenstance with yourself... well done good on you... tell us more! Most of us enjoy a good yarn of good customer service and particularily so if its about such from this company as none of us would like to see the continued threads such as this one! We would ALL like to see the company recieve glowing reports

However rhoads56... Id suggest you toughen up a bit if you cant take even ONE person disagreeing with your comments my friend... for in reality it has only been ONE person to disagree with your stance and points outlined in your first post to this thread... ONE! Thats it just one... me... and one person does not make the board my friend there are bound to be others who agree with you having experienced simular glowing customer service from them ...and yet you find that ONE is enough that you make the comment "... and theres the reason i never post"??... I for one tuely find that utterly amazing

Heck if everyone chucked a sookielala every time just ONE person disagreed with them (and here I do think my disagreeing was done with humor rather than rancor and therefore should not have been taken with such negativity... in my view that is others will no doubt differ) There would be NO ONE on the damned board!! HECK weve all experienced someone disagreeing with us and our stance from time to time mate... we have our say sometimes heated sometimes not but we have our say and then build a bridge and get over it... as I said if we all took exception in such a manner as you seem to have done then this board along with the thousands of others on the net would be EMPTY cause no one would ever say a damned word for fear of rejection!! :eek: I say post away rhoadsy post away ol chap

But do get some gronicles lad!!

But it would seriously be good to see some positive evaluations of this company instead of the negatives... it would prove that they are trying and are getting it together sadly that doesnt seem the case as yet...