Thread: Great Customer Service

G'day Burn

I joined up yesterday. New at the game.
Where is this great shop?
Dave52

Dave,

The company is on the web.

www.woodpeckers.com.au

and are down in Melbourne.

Regards
Burn

Originally Posted by burn

I was so impressed with Grahame Waterson of Professional Woodpeckers Supplies (PWS), I'd thought I'd post a pat on the back.

I had ordered some T-track and other bits and pieces from PWS on Friday and as yesterday was a public holiday in the ACT, the delivery made it to me today. Well almost. I got all the bits and pieces, but the tube of T-track didn't appear. I mentioned this to the delivery driver who said ... he'd seen nothing and that I should call the sender. I called Grahame and,

a. he remembered the order (which was nice but perhaps PWS is still small), and

b. he said he'd get onto his freight company and get back to me within 15 minutes or so.

At the 20 minute mark, I got a call to say Grahame was on the other line to the freight company and was sorting out the missing T-track. Four minutes later, Grahame called to say the T-track was in the Canberra depot and that I should be getting it this afternoon.

I consider that really professional .... he didn't wait to get off the phone with the freight company and call me, but as the time limit he mentioned was reached, he had asked someone to call me to say something was happening.

What a great company ... WELL DONE Grahame and Marita.

Regards
Burn

I have to agree with your comments Burn.

I've ordered a few bits 'n bobz from PWS, and have always received great customer service.

Tuesday last I ordered an engineered router table top, and a phenolic router plate. Placing the order on the web, I mistakenly also clicked on a phenolic ring; minutes later Marita called me up to clarify the order, which I thought was pretty darn good. All items received yesterday! That's what I call excellent service.

Anyone wanting Incra kit should use PWS IMHO

I have been trying for 3 days to ring these people and all I get is a faint message on an answering machine. How do you get through to them?
Alf

Originally Posted by alf t

I have been trying for 3 days to ring these people and all I get is a faint message on an answering machine. How do you get through to them?
Alf

Perhaps try an e-mail.

What will I tell them on the email? That I want to talk to them personally? I cannot see that these people are great on service if they cannot answer the phone during office hours

Originally Posted by alf t

What will I tell them on the email? That I want to talk to them personally? I cannot see that these people are great on service if they cannot answer the phone during office hours

Tell them to answer the phone!

I can only go by my experience and it was excellent.

Regards
Burn

If its is as I think .... a small on the side business then perhaps they have full time jobs elsewhere and do this out of hours ......

I hope you are not calling on WA business times

Originally Posted by alf t
I have been trying for 3 days to ring these people and all I get is a faint message on an answering machine. How do you get through to them?
Alf

Sorry Alf for the slower than usual service, I hope we fixed everything this morning. I have been in hospital for 2 + weeks (2 new knees) and Professional Woodpeckers Supplies PWS has been in the capable hands of Marita my wife. She has done a stirling job, but a few glitches occurred (telephone system) that stuffed up some incoming messages.

We started PWS about 9 months ago, intentionally staying small so we can provide great service, we are both involved in the business and what started out to be a part-time job has grown to almost full-time with our appointment as an INCRA dealer, and the sole Oz distributor of Whiteside Router Bits as well as our Woodpeckers products.

Again sorry if things haven't been perfect in the last few weeks, but watch out now as I have my new knees!!!!!!!!!!!

Regards

Grahame

Good to hear the Knees are no longer Dickie.
Got cut off this morning but my fault. Look forward to getting the templates
Alf

Having met Grahame and Marita & visiting their operation, I was nothing but impressed with the experience (and a little jealous). Having ordered my bits, Grahame noticed that my work and home were either side of his home and called me to ask if I would like to pick up to save postage and meet him. There is no retail store but I will visit them again after choosing what I want on the net (saving for some Incra gear...aarrgghh). Keep up the good work.

Hi, I just ordered a router table insert plate and some jig making bits and pieces yesterday lunchtime and they arrived at work today. My work is only a few suburbs over from woodpeckers home/store but 24hrs turnaround is great service even if it only has to go next door - very impressed.

Thanks Woodpeckers
Kiwibrucee