Thread: Unhappy - CC to Bunnings - NSC NZ

Please search Whangapoua Developments
on
www.companies.govt.nz

and see who the real IL Cran is.

Are you on the hydro mate?

GMC are big enough and sell enough to look at other options to supply customers. Surely a web-based ordering system could save them money and provide better service to their loyal customers. Some Western Australian retailers appear to be going out of Triton and even some B_______ stores are now playing hide the product :mad: with Triton gear. Even worse if you need spare parts / consumeables. :mad::mad::mad: (ie. Drive 73km to 3 B___ stores to purchase GMC edger blade for $19. Yes, it would have been cheaper to buy a new edger or airmail the part from the North Pole!)

Give us a system that works please :confused: - I would rather buy Australian, but I have been forced to spend $A350+ :eek: this week ordering from the US. I went to a web-site with clearly laid out products, helpful information and ordered easily. Email confirmation of order in minutes, followed by second email advising that goods shipped. A great shopping experience ... a pity I can't have the same experience down the road anymore. Please get it right!

Interwood

PS. And a direct contact number has been removed from this forum???:confused::confused: Please don't make it any harder than it already is.

I agree Interwood. In this day and age with internet there seems to be no problem getting gear from the USA with excellent service. Why not from an Australian company like Triton/GMC.

I get a woodworking magazine called ShopNotes direct from the publisher in De Moine-USA.

The shelf price at our Newsagent is AU$12.95 and even paying in US Dollars over the Net I get it delivered direct to my door at about AU$8.00 and its at least a month earlier than the Newsagent gets the same issue on their shelves. I can get on the Net and check my subscription status anytime.

The big companies should be using this type of technology for servicing customers that don't live 2 streets away from a Bunning store and who don't appreciate waiting weeks (say months) for spare parts

Originally Posted by Interwood

[/COLOR][/B]PS. And a direct contact number has been removed from this forum???:confused::confused: Please don't make it any harder than it already is.

Because we were asked to.

Originally Posted by

Because we were asked to.

Well therin lies a story im sure

Originally Posted by doug the slug

Well therin lies a story im sure

Absolutely Doug!!

Can you imagine Malcolm sitting at his phone all day and copping 200 phone calls because his phone number is on the world wide web!!! The guy has potential to cop anywhere from 200 - 400 calls a day. No human being can handle that, no matter how good they are!!

One man can only do so much - the web is a big place!

Eagle

Originally Posted by Eagle

Absolutely Doug!!

Can you imagine Malcolm sitting at his phone all day and copping 200 phone calls because his phone number is on the world wide web!!! The guy has potential to cop anywhere from 200 - 400 calls a day. No human being can handle that, no matter how good they are!!

One man can only do so much - the web is a big place!

Eagle

yeah but lets face it, if you are so good that you are getting 400+ calls a dayyou should be able to put on enough competent staff to handle it, and by the same token, if you are so bad that you get 400+ complaint calls a day you better look at what you are doing wrong

Originally Posted by doug the slug

yeah but lets face it, if you are so good that you are getting 400+ calls a dayyou should be able to put on enough competent staff to handle it, and by the same token, if you are so bad that you get 400+ complaint calls a day you better look at what you are doing wrong

You misunderstood what I was trying to say Doug.

If we put his number on the world wide web he will GET 200 - 400 calls a day. I didnt say that is what he currently gets.

As well, you assume they are 400+ complaints a day. Whilst some are complaints we also get phone calls on general enquirys and we also get phone calls that actually praise us for our products and service - contrary to some beliefs held on these pages!!

Eagle

At least some are mine- and although some are to do with warranty claims (which can't count as complaints, because who in their right mind complains about a 2 year replacement warranty!), I make a lot more calls that are to do with clarification of specs etc.

Don't think I need to ring just to praise (although I have for when I have received exceptional service), for the rest, a look in my shed is enough - I think I'm proping up the profits of Bunnings, Triton and GMC!

Originally Posted by Eagle

You misunderstood what I was trying to say Doug.

If we put his number on the world wide web he will GET 200 - 400 calls a day. I didnt say that is what he currently gets.

As well, you assume they are 400+ complaints a day. Whilst some are complaints we also get phone calls on general enquirys and we also get phone calls that actually praise us for our products and service - contrary to some beliefs held on these pages!!

Eagle

NO, Mr Eagle, you misunderstood what i was saying. In this case "you" refers to your organisation and if "you" have 400 clients who want or need to call you per day, its not a matter of them calling cos they will get the man who knows what he is talking about, they need to talk to someone who knows what he is talking about anyway. if they can talk to someone who can give them some answers it would be better for them and for you, so get off your &&&& and train others to handle the calls and give sensible answers. the people who complain on here are only doing it because you arent giving them the service they believe they have the right to expect. If you do this i am sure you will increase your customer satisfaction rating and less people will be bagging your organisation on this forum. and can you tell me why there are no triton demonstrations listed on your website any closer to brisbane for the current february to april period? we used to have a demonstrator come to bunnies bundaberg once every 6 weeks.

is superb.. (super something)
very responsive and professional.
My issue was responded within 8 hours of posting (on a Sunday!!). The GMC/Triton NZ agent was engaged and my part is now available for pickup.

Also I commend the moderators of this forum for their judgement

Originally Posted by Interwood

PS. And a direct contact number has been removed from this forum???:confused::confused: Please don't make it any harder than it already is.

If you pm me, I am more than happy to give you malcoms' direct number. I don't know why it was removed, perhaps I broke some rule which I had missed.
Graham.

I can fully understand why Malcom's direct number was removed.

In Japan, most Triton queries can be handled by my staff, who pass on queries that are new or come from a caller with an agenda, to me. If I answered every Triton related call, I would have less time to work on projects that benefit all users in Japan.

If Malcom is tied up with questions about what fits what, the caller with a rare yet easily reparable problem will be on hold longer than need be.

I have noticed some complaints about the amount of time on hold. When I built my house, I bought most tools and materials locally in Healesville. There were times when I had to wait quite a while for service from local traders while they served customers with advice, helping to load trailers or tie things down for people who are yet to master a clove hitch, bow line or truckies knot.

Reece Hardware in Healesvile were quite considerate and provided free tea and coffee for its customers. I also learned more while waiting from the other customers who become friends and more often than not, the tradesmen I contracted as required.

Point being that I allowed for the fact that I would have to wait, particularly when visiting in busy times. Is there any difference when ringing GMC, Social Security, ATO or a bank. Grab a cuppa, the paper or a book and the time on hold is not a waste. When you have a particularly difficult request or problem, hopefully the more highly trained or experienced staff member will not be tie up with mundane tasks.

Steve