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Post by ChrisB on Jun 7, 2016 7:14:55 GMT
A few questions for you:
What do you expect in the way of customer service? Sure, it often gets better in direct proportion to the relative asking price of the goods being sold, but what do you think is the minimum acceptable standard for any transaction?
Should we accept a lower standard when we're buying online?
Is it acceptable for a vendor to advertise and take money in return for goods that they don't actually have in their possession at the time the order is made?
What's your worst experience of customer service?
What's the best?
You don't need to answer all the questions, this one's a pick and mix!
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Post by Deleted on Jun 7, 2016 7:41:20 GMT
I'll only pick one for starters. Perfectly acceptable to me to advertise goods you don't actually hold. It's an effective business model for a retailer.
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Post by MikeMusic on Jun 7, 2016 7:56:03 GMT
Good customer service comes from all levels.
The sad thing is when you are surprised by good service
Bad service can easily come from a high price item and so called professionals
Don't want to talk about the bad ones, there are too many
A good one recently was the company that installed burglar and fire alarms at work.
Excellent price, highly detailed, said installation would be 2-3 days and only just went into the 3rd day.
Very good, tidy job.
Many good guys on Amazon and Ebay selling very low ticket items, but still helpful
More local here is our own Tony (Coherent) who is helping me through some interesting times on my hifi system.
He knows what he is doing but also explains and demonstrates it all.
My system will soon be changed and step up in a big way that I didn't think was possible thanks to him
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Post by MartinT on Jun 7, 2016 7:56:34 GMT
I would praise the Amazon model as the best online service. Superb delivery, honest about what is in stock and where it comes from, good pricing, great notifications, no-questions-asked warranty support, good app.
Some people make me laugh when they say "you can get it for £1 cheaper from Oki-Koki Supplies" to which I reply "do you think price is the only criteria?" Amazon gets my loyalty and my business because they've proven their service quality over and over again.
As for dealerships, I expect decent customer service and personal care in exchange for which I know I'm paying a reasonable price. If I don't need the services of an intermediary, I buy cheaper online. This goes for hi-fi, cars and pretty much everything I buy.
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Post by stanleyb on Jun 7, 2016 9:06:34 GMT
For me good customer service is when they match or exceed the customer service that my own business supplies. can anyone name a company that has a better customer service than me, including on weekends? I don't know of a single one that I can mention.
I also pull goods from my on-line shop if I don't have stock.
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Post by MartinT on Jun 7, 2016 9:30:18 GMT
I can't fault you on customer service through the years, Stan. Take a gold star!
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Post by MikeMusic on Jun 7, 2016 10:14:31 GMT
A gold star for Stan from me too.
Service well above and beyond the normal
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Post by MartinT on Jun 7, 2016 10:32:17 GMT
I've had one very poor experience on eBay where my item was never delivered and, despite finally obtaining proof that it had never been delivered to me, was ignored or sent the usual form words by e-droids who would not or could not understand my frustration.
That one experience soured my view of eBay despite having used them hundreds of times over the years. It's another way of saying that a good reputation is hard gained but easily lost.
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Post by Tim on Jun 7, 2016 11:37:06 GMT
Some people make me laugh when they say "you can get it for £1 cheaper from Oki-Koki Supplies" to which I reply "do you think price is the only criteria?" Amazon gets my loyalty and my business because they've proven their service quality over and over again. Too right Martin, the price is just one of the factors I consider when making a purchase. Good customer service like Amazon and John Lewis is to me often more important than the price. |
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Post by MartinT on Jun 7, 2016 11:49:15 GMT
John Lewis is another great example, Tim. They're not always the cheapest ("Never Knowingly Underpriced") but you know there will be no hassle if the thing goes wrong and you need it replaced.
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Post by Tim on Jun 7, 2016 13:03:01 GMT
I have had numerous price matches from John Lewis, very easy to do at the time and I have have after sale refunds if I have found it cheaper, doesn't have to be local either. Top retailer for sure.
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Post by Deleted on Jun 7, 2016 15:45:24 GMT
For me good customer service is when they match or exceed the customer service that my own business supplies. can anyone name a company that has a better customer service than me, including on weekends? I don't know of a single one that I can mention. I also pull goods from my on-line shop if I don't have stock. Agree with Martin and Mike on this one, I have always had excellent dealings with you Stan. A damn good service provider, and not half bad at making rediculously good value for money DACs too  |
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Post by Barry on Jun 7, 2016 17:23:34 GMT
I'm not quite sure of what my expectations of reasonable customer service should be, but I can report of my experiences with two audio repair services. With both, the standard of service and customer care was examplary: professional, friendly and helpful. The first is that of Quad. Quad may be in Chinese ownership, and their new products manufactured there, but the servicing and repair is still carried out at Huntingdon, by staff who continue to maintain the high standard of integrity and professionalism associated with Peter Walker's original company. They charge a minimum fee of (I think) £50 for servicing but that includes replacement of any component(s) up to a value of (again I think) £10. One possible problem is if you haven't kept the original packing. Quad will only handle gear that is conveyed in Quad approved packaging. If you haven't kept the original packaging, Quad will sell you some (and it's not cheap), but I assume this is for insurance purposes - no doubt Quad got fed up receiving gear that had been poorly packed and suffered damage. The service department at Quad are also very helpful when it comes to answering technical queries. The second is that of MArk Dolbear of the High End Workshop in High Wycombe Bucks. He services and repairs most 'high end' gear, such as Krell, Audio Research, Madrigal etc. His level of professionalism and integrity is astonishing, as I have reported elsewhere: theartofsound.net/forum/showthread.php?10304-Mark-Levinson-and-Me-–-A-tale-of-trial-and-tribulation-in-three-parts&highlight=Mark+Levinson . The trouble he went to in order to repair a Mark Levinson ML10A preamplifier was epic. Sadly, and maybe because of the lack of help he received from Madrigal, he now no longer handles Mark Levinson gear. Even so, I would unhesitatingly recommend him for any other high-end gear. |
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Post by Deleted on Jun 7, 2016 19:15:26 GMT
Customer Service is so important but it's amazing how many people and companies get is badly wrong. Take for example my recent purchase of a new Apple iMac from a local Apple reseller. Everything about the purchase was quite frankly a joke and I came very close to cancelling the order and going to an Apple Store, as one thing (in my experience) that Apple excel at is Customer Service.
When asked to give feedback to the Apple reseller, I pointed out how bad they'd been and advised them that the primary reason was their customer service and advised that they should seriously take a good look at their company (and the Managers they employ) if they want to continue trading. They were everything Apple aren't from a Customer Service perspective, rude, disingenuous, disrespectful and insulting!
Companies I respect from a Customer Service perspective are;
Non Hifi
Amazon
Apple
BT Home Care (the rest of their business units are not so great!)
Ikea
Hifi
Exposure
Grado
Naim
Tom Tom Audio
There's probably a few others but I can't think of them now.
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Post by MartinT on Jun 7, 2016 20:21:32 GMT
The second is that of MArk Dolbear of the High End Workshop in High Wycombe Bucks. He services and repairs most 'high end' gear, such as Krell, Audio Research, Madrigal etc. His level of professionalism and integrity is astonishing, as I have reported elsewhere Seconded, Barry. He's a top man. |
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Post by ChrisB on Jun 7, 2016 20:36:01 GMT
Thirded!
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Post by julesd68 on Jun 8, 2016 9:10:54 GMT
In terms of hi-fi, I have to say that Adrian at Audioflair has always been a total pleasure to deal with.
An absolute gentleman, he is so easy going and helpful - I can't recommend him highly enough.
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Post by Deleted on Jun 8, 2016 17:54:36 GMT
Good customer service in the UK used to be a shining light to many other countries, now it is seldom seen. So those tales of quality service are remembered more so by the people that received good service as it sticks in your mind. Customer service comes in may forms, from that late call to a supplier who goes out of the way to make sure your receive your purchase the next day. A shop that goes the extra mile to make sure your purchase is installed and working correctly and explains how to understand it and not just use it. For me customer service really matters when something is non standard, doesn't quite fit, "never happened before" or a constant problem occurs. How well does the shop/supplier/manufacturer deal with the problem. Yes you can purchase a cheap large screen TV for a fraction of the cost when they were first introduced, and on line you can order in the morning and accept delivery later that day Wow that's great customer service, yes but hold on? No lets assume there is a problem with said TV after 6 months, still under warranty so you make the call' Certainly sir you are covered no problem, we will collect the set on this day, anytime between 8.30 and 5.30 sir can not give you an exact time, make sure the TV is boxed up properly and ready for collection" So a day off work, plus you have to demount TV from wall etc, do you obtain a loan set?, not likely from a chain store, how long will it take?, will it be a repair of straight swap out?, delivery again between 8.30 and 5.30 another day off work or the mother in law bunch of flowers and bottle of Hendricks  plus you have to remount the set etc. Also what about the TV during its away time, do they you give you a loan set lol! Customer service from an independent retailer worth their salt would have come out at a time to suit you, taken the faulty unit away, loaned you a replacement while yours was being sorted out, then agreed an mutually convenient time to come and return the set, yes you pay more up front, however the hassle factor and time off work are they really worth it? |
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Post by Chris on Jun 8, 2016 21:10:35 GMT
I'm sick to death of poor customer service. I'm constantly more polite than the people providing the so called service and levels of knowledge in ANYTHING these days are very,very low. This applies to any high street shop.
For specialist stuff I've found a few VERY good people that I use as their knowledge and service are excellent.
Online - I despise liars and deceptive pricing so will not go near quite a few retailers.
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Post by Eduardo Wobblechops on Jun 9, 2016 5:57:19 GMT
Was a few years ago, but the best hifi service was from Meridian. I'd gotten hold of an MPA power amp in which one of the high frequency power supplies was faulty. I spoke to a chap in their service department who asked if I could take the unit out of the amp and send it to them.
Not only did they repair it, they did it for nothing, didn't even charge me postage!
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plus you have to remount the set etc.
