Quote:
Originally Posted by Welshy40
To be honest ive not had much luck with DMS and am getting annoyed with their attitude and not impressed with them being to fast just to make the post and grabbed the first wire instead of the one i wanted. Also i would call but you dont open on saturday unlike all other model shops then oople comes in handy. Funny response as i dont recall being told "if we have one" more like we have one. I keep hearing about your old stock as well but never seem to get an answer when ive asked you to look for certain items. Pity as ive spent several thousand recently on old stock and if you did look for the items (i asked three or four times) i was after i would have also ordered other stock for other makes and models. Your loss, and i know you couldnt care less but my average spend is five grand a year which will be going elsewhere from no on.
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So just to get this straight you are already annoyed with our "attitude" then you placed another order............ok.
I am sorry you feel the way you do, but if I am dead honest I really do not get where you are coming from.
Lets clear a few final points up one more time.... We DONT just grab "any old product" for a customer to get it to them in the post ASAP, we send what we think is appropriate and correct for the part they have requested, in your case some wire.
Yes you are quite correct we no longer open on saturdays, after doing so for nearly 18 years, as Cris points out quite rightly, we are not the only shop to do this....
There are three simple reasons why, the vast majority of our business is conducted via mail order and since there is no normal post or courier collection on a saturday it was not possible to satify the majority of our customers on this day of the week(end).
We also spend many sundays of the year, trackside supporting the race meetings with our trackside shop (just as we were yesterday, when at the Silverstone regional, of which we did not get home until nearly 10pm after battling through the Moto GP traffic and unloading the van at the shop) hence why I was still up at 1:30am this morning replying to this thread!!! This meant we were actually doing almost 7 days a week and with a family myself too this was becoming almost impossible.
Lastly, it allows us to concetrate more on the new distribution side of our business more, by attending meetings such as the nationals etc and promoting X-Factory UK as best we can, this could not be done while we were stuck in the retial shop.
Next point being the servo extension lead, when your order was taken, they did quite clearly say that we would add it to your order "if we had one", I was sat next to her on the next desk when she said it, as I replied above, if it was a confirmed part of the order it would say "to follow" if we had none in stock, but since it was not it does not appear on your invoice at all...
Lastly, vintage stock. Just to be 100% clear so that you understand - you are not our ONLY customer who has asked for some of our older stock. We have large stocks of vintage parts (Schumacher, Kyosho and Losi mainly) that were all pulled off the shelf to make more space for shelving etc when we started up X-Factory UK. They are all absolutely buried in the depths of our stock room and with the work load we have at present there has simply not been time to spend hours sorting through them and digging them out. We have told ALL customers this who have enquired about them and when the time is right, we will sort through them and list them here on oOple first for all to see. We are not simply ignoring the requests we just dont have the time at present to do anyhting with these end of line items....... (Which reminds me, it was yourself who had us order 10 rare Kyosho belts from Japan for you via FDL, and after they had eventually been chased half way round the world to France you told us dont bother since we "wont" get them - so they were returned by FDL. So it is not like we "dont bother" for you at all)
There is little more I can say, if you have any further grievience, we are contactable at the shop via email or phone (and since it is Monday we are available for a full five days now). I was not aware that a similiar thread had already been deleted (thanks to those who did to try to save this public slagging), although I have no problem in answering a customers problem in public and am indeed happy for our service (good or bad) to be discussed in the open, it is the best way for the public to hear the good things and also an open way for us to put right any wrongs we may have. I just wish the slating was a little more justified than it seems to be in this case and I wish the store(s) that you spend your 5K per year with continued success with your future custom ......