Beware of this site

[Dawg]

The guy took an extra day's break and didn't think to change his answerphone message.

Big deal!!

Chill out, he hasn't torched your house or threatened your family???

If, when you get hold of them, they don't respond and change the seat, then you have grounds to get pissed off.

They made a mistake, are you saying you haven't??

They probably still don't know about the mistake or the lynch mob forming to string them up for crimes against customer service.

Give them a chance to respond, ffs!

How the hell do you react when something important goes wrong in your life?????

Sorry mate, but I think you are wrong.
Been trying to contact this seller again all morning, no reply, not even a answer machine and no reply to my email.

Now you are right that this is not a life changing issue and I have never idicated that it was. I have simply tried to buy something on the interweb to a timescale that I wanted.
I an ideal world I would have walked into a shop, picked up the correct item, paid for it and job done.
However things have moved on a little, internet shoping relies on sending the correct item and communication if it goes wrong....

I just paid my money, all I wanted was my seat. Is that realy too much?

I have little doubt that this will be sorted in the end, but that is not realy the point. It has caused me hassle and it should not.

How long do you think is reasonable to,
A. Be able to contact a seller who does not answer the phone and,
B. Actually manage to deliver the correct item?

 

[stolzy]

Despite what others have said, I think you're entitled to be annoyed. Many online businesses have very poor customer service.

Although I haven't parted with any money yet, I've been trying to contact fc-moto.de for several days, no response to multiple web queries or emails and the phone is never answered.

I'm thinking, if they can't be bothered to answer a sales enquiry, how responsive are they likely to be if there was an after-sales problem?

 

[Beemerman59]

I have emailed twice to Sargent UK over a replacement storage cover flap on my 1200 pillion seat and still had no answer - last one about 2 months ago. I think its time to contact the parent company in the USA and see what they have to say.

 

[Twotter]

I have emailed twice to Sargent UK over a replacement storage cover flap on my 1200 pillion seat and still had no answer - last one about 2 months ago. I think its time to contact the parent company in the USA and see what they have to say.

Have you tried phoning instead, ideally not around a bank holiday weekend?

 

[stolzy]

Have you tried phoning instead, ideally not around a bank holiday weekend?

Partly fair point, but you might imagine that any half-awake supplier would realise that people often make purchases on line away from the working day and provide more not fewer opportunities to contact them.

 

[zoltan]

I have emailed twice to Sargent UK over a replacement storage cover flap on my 1200 pillion seat and still had no answer - last one about 2 months ago. I think its time to contact the parent company in the USA and see what they have to say.

Contact the US , done the same thing after I got nowhere with the UK distributor. Issue resolved , but took well over 2 months. Once the item arrived it was clear from the packaging that it came strait from the US via the distributor. It is very likely the UK distributor did not check if the correct seat was in the the box.

 

[Twotter]

Partly fair point, but you might imagine that any half-awake supplier would realise that people often make purchases on line away from the working day and provide more not fewer opportunities to contact them.

You certainly might. But if it was me, I wouldn't just send a couple of e-mails then sit around waiting for an answer. I'd be on the phone, perhaps even posting a thread on GSer to see if anyone else had a similar problem, maybe even seeing if a local GSer could pop round?

I say 'I' but to be honest it would be Mrs Twotter doing the chasing - she's good at that sort of thing

 

[snerkler]

Sorry mate, but I think you are wrong.
Been trying to contact this seller again all morning, no reply, not even a answer machine and no reply to my email.

Now you are right that this is not a life changing issue and I have never idicated that it was. I have simply tried to buy something on the interweb to a timescale that I wanted.
I an ideal world I would have walked into a shop, picked up the correct item, paid for it and job done.
However things have moved on a little, internet shoping relies on sending the correct item and communication if it goes wrong....

I just paid my money, all I wanted was my seat. Is that realy too much?

I have little doubt that this will be sorted in the end, but that is not realy the point. It has caused me hassle and it should not.

How long do you think is reasonable to,
A. Be able to contact a seller who does not answer the phone and,
B. Actually manage to deliver the correct item?

Hmmm, I would to be getting a bit annoyed now too. I thought you'd jumped the gun a little due to the bank holiday weekend, but I would have expected someone to have responded now. There is a chance that the owners have gone away on holiday like a lot of people have due to the way the hols have fallen, but they should have mentioned this on the website or answerphone. Not good business practice in my opinion.
That being said if it's a one man band shop there could be alsorts of reasons such as a family emergency, and then it wouldn't be a priority to put up a flag on the website.
Anyway, I hope you get a response soon and there's a good genuine reason why they've not been responding.

 

[Belizibub]

one man band and a 3 day week, nope hes not likely to make the most of the short week like no one on here is either.
Call him Tuesday after the short week and see if he can expidite the correct one on a next day delivery. No need to berate the company for a simple mistake.

 

[MickF]

I dealt with this company recently and found their service to be excellent. I ordered two seats from them and they were delivered to Ireland within a week. Take my word for it, within a week of you getting the right seat you will have forgotten about this little setback. You will really enjoy the comfort.

 

[grasmith0149]

Tuesday is not a Bank Holiday

Don't tell my boss that, I'm getting double time for working it !!!

 

[(RIP) Bobble]

Bloody hell, hasn't any of you thought he could be ill, had a car accident etc, people are to quick to rant without giving a thought to what could actually be happening.

He and his family could be lying at home with food poisoning and not even be able to make it downstairs so getting to the office to change the answer phone could be the last thing on his mind.

Give it a week then get concerned. We are all only human and shit happens occasionally (even literally )

 

[Dawg]

Bloody hell, hasn't any of you thought he could be ill, had a car accident etc, people are to quick to rant without giving a thought to what could actually be happening.

He and his family could be lying at home with food poisoning and not even be able to make it downstairs so getting to the office to change the answer phone could be the last thing on his mind.

Give it a week then get concerned. We are all only human and shit happens occasionally (even literally )

Yes, he could be, and yes his family could be and I grant you that would be a more than fair reason. Although I hope for his sake this is not the case.

There are loads of reasons that this could have happened, and I realise and understand that.
Its just bloody frustrating and, hopefully there is no tragedy that has caused this. I tend to suspect that it is simple poor buisness practice and, dare I say it, little concern for the customer.

Give it a week? Why? I'm concerned now, and I dont have my seat!!!!

 

[Beemerman59]

Have you tried phoning instead, ideally not around a bank holiday weekend?

yes and yes (March) - guess what, no answer.

 

[Lord Snooty]

Dawg has my sympathy, I think I'd be jumping up and down with frustration myself by now. It's the lack of communication that is the most annoying.

 

[Dawg]

Still no reply, guess thats it until next Tuesday then?

 

[Gossy]

Yes, he could be, and yes his family could be and I grant you that would be a more than fair reason. Although I hope for his sake this is not the case.

There are loads of reasons that this could have happened, and I realise and understand that.
Its just bloody frustrating and, hopefully there is no tragedy that has caused this. I tend to suspect that it is simple poor buisness practice and, dare I say it, little concern for the customer.

Give it a week? Why? I'm concerned now, and I dont have my seat!!!!

Ordered a Touratech Saturday over BH W/E - it arrived today - 2 working days.

 

[Dainese Brave]

Ordered a Touratech Saturday over BH W/E - it arrived today - 2 working days.

You're not helping!

 

[phooey]

My 2p worth.

I think the thread title is a little harsh but hey, if we can excuse the odd mistake by a supplier can't we be as understanding when a customer who has, after all paid a lot of money for a service that's not been delivered may have things a little out of propoprtion?

I've had poor service before - who hasn't ? Its annoying and tbh it shouldn't happen if customer focous is put above all other considerations.

Hope you get sorted and to your full satisfaction and if you do you perhaps consider clearing the air with a balanced post to close the thread.

 

[Dainese Brave]

I've a feeling there's not going to be any resolution until next Tuesday when the holiday season is over.

I do agree that really I'd be a bit p'ed off by now too.

The original post was a bit harsh, but cos of all these bank holidays it's made contacting anyone impossible to try and rectify the problem, which really isn't the OP's fault.

As the days drag on I'm sure we're all more sympathetic to your frustration.