4 replies to this topic

[natehall]

Well this might be a longish story, but I Will try and keep it brief!

I put in a quite substantial order for me with Mini spares for a full mini front end including two front crossmember corner (MS5L and MS5R iirc) and whilst it was a bit of a hassle getting my TMF discount set up - 3 seperate phone calls, it was all done!

I then phoned Rich at the North Office, place my order and was told the goods would be there weds/thurs, which was great as I needed them for the weekend and I thought to myself al is going well unlike with the last place I ordered from!

Well on wednesday a package turned up for me, and i went through adding everything to the inventory for the car and was happy to see everything was there, or so I thought! I later discovered I had two of one panel and none of another and thought id get it replaced - not a problem mistakes do happen! I needed to order a few more little parts and so phoned up. The sales guy took my order and put me through to the shipping team - who didnt answer the phone! This seriously frustrated me but as I thought they would be busy I emailed the north team and didnt get a reply for a few days. Upon my (rather harsh I admit) forwarding of the email back I got a satisfactory that to post it back, they would refund my postage and send out the right panel - great not a problem in the slightest, Due to my work commitments I post it a couple of days later and await the new part. Apart from a couple of missed calls due to either everyone being to busy or lazy (I am assuming busy) no major hassle!

Well I received an invoice two days later via email stating a refund was issued, I was a bit confused but assumed there computer system required refund of part prior to invoice new part as some places do (I work in IT so know a lot of random issues with computer systems like this) and continue to wait for a few days - and my replacement doesnt turn up! Well I email in again and it appears there has been a miscommunication (despite my package being marked FAO Rich due to him being who I dealt with) as I they had just refunded the money and not replaced the item! This was quickly resolved, my postage costs refunded and the item I needed dispatched and was with me next day (thats 3 packages next day now - excellent form!)

Whilst I am a happy customer, and will be ordering again I always beleive to improve a service constructive criticism is needed, So a couple of points for improvement..

1. TMF discount, I called the head office number first, who said the north office which had stock of what I wanted would be able to set up this discount, when I spoke to Rich at the North office he told me I had to speek to Simon direct to open the account - so a third call was made to get in touch with Simon at the HQ, who set up the account - it might be worth passing a memo around to ensure everyone knows about this policy in both locations to prevent any further stress for any other potential customers!

2. It appears like the right arm doesnt speak to the Left Leg - Whilst I believe the picking error was simple human error, the refund rather than replace may have been Rich not telling whoever needed to know what was going on, them not listening or anything - surely a memo on my account would be a lot easier to ensure it was known to expect the part back for replacement rather than refund?

Other than that - Im a happy customer and will reccomend you to anyone who asks for parts!

[1995 MK2 IOM]

I'm sure Simon Will be along soon to apologise for the problem. Well probably tomorrow now cause he Will be at the show all day today. He is always keen to listen to feedback.
Hope it's all sorted now.
J

[[email protected]]

Mistakes happen unfortunately, we are only human after all, positive and negatives are both welcomed so we can aim to improve. In answer to the discount gettings set up, its the same for everyone on how to obtain it, its in the TMF+ FAQ section. Its done by me centrally, rather than have people walk into the branches and the guys in there having to go and check who is who. Details here http://www.theminifo...showtopic=74225 Everyone at all the branches already no of this policy, which is why they then had to ring me directly to see who you were, and get is set.

Cheers

[natehall]

Mistakes happen unfortunately, we are only human after all, positive and negatives are both welcomed so we can aim to improve. In answer to the discount gettings set up, its the same for everyone on how to obtain it, its in the TMF+ FAQ section. Its done by me centrally, rather than have people walk into the branches and the guys in there having to go and check who is who. Details here http://www.theminifo...showtopic=74225 Everyone at all the branches already no of this policy, which is why they then had to ring me directly to see who you were, and get is set.

Cheers

Im not having a dig as I know mistakes happen and your company did its best to put them right and make sure im a happy customer which I am!

my only concern is when I specificall quizzed your call centre guy on the first call about getting TMF discount setup in the north branch he said that would not be a problem - which when I phoned Rich at North he corrected me so I phoned you...

[[email protected]]

No problem, I'll make sure that everyone on the phones know for next time, not taken as a dig, and pleased that it was sorted in the end