Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Ian101 on September 21, 2011, 04:10:20 pm
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see we have a new sponsor for this forum then ?
so what do we all think of Brodex then ?
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are the hydra poles any good? 26ft pole for £87.
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Never used one , don't plan to I started of with a Gardiners and have never changed , anyone in the know tell me if i'm missing anything ? ???
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I like their products, but after sales is shocking ::)
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Always use them, last year got one through the post clip broken,went to a window cleaning show and brodex where there told them about it , the man said he would look into it ( i thought right ) but true to his word got one through the post plus extra, and for price spot on keep up the good work BRODEX ;D
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brodex alloy poles are fantastic
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Brodex poles are rubbish.
Postage prices are a rip off too, I ordered a clamp, they charged me £7.50 plus vat for postage, they said they couldn't reduce the price, it turned up today, it has £2.50 postage price printed on it. RIP OFF!!!!!!
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Brodex poles are rubbish.
Postage prices are a rip off too, I ordered a clamp, they charged me £7.50 plus vat for postage, they said they couldn't reduce the price, it turned up today, it has £2.50 postage price printed on it. RIP OFF!!!!!!
owww :( that would really p me offfffffffffffffffff :( :( :( :( :(
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Brodex poles are rubbish.
Postage prices are a rip off too, I ordered a clamp, they charged me £7.50 plus vat for postage, they said they couldn't reduce the price, it turned up today, it has £2.50 postage price printed on it. RIP OFF!!!!!!
now that annoys me thats taking the p.
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1st pole i ever brought was a 25ft glass fibre thingy.well it soon learned me a lesson,the base section was so big i had a job to hold onto it,the thing was heavy and very whippy.the pole hose weight was about a ton,the brush and jets where rubbish and a clamp lever broke in the first couple of week.
so me being a kind sod i am,give it to me mate who is a skint flint.
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Brodex poles are rubbish.
Postage prices are a rip off too, I ordered a clamp, they charged me £7.50 plus vat for postage, they said they couldn't reduce the price, it turned up today, it has £2.50 postage price printed on it. RIP OFF!!!!!!
Yes but you can sell the box on ebay for £5 ;)
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Where`s my post gone? >:(
;D
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I had some stuff from brodex, and at the time I had no problem with the gear or the service.
I just sold half of my 3yr old 24ft fiber glass pole for £20.
Still got 2 24ft and a 30ft on top of the shed roof. If I trip over the right person I will flog those as well.
The gear they had was good at the time, it is not their fault that the competition got seriously good all of a sudden.
These suppliers are in a land rush for some serious market. They need to be progressive. Brodex have been in the market for a long time, and they have supplied a lot of kit to a lot of people. It may be that the poles they supplied are now looking inferior in the face of some stiff competition, but to say that the poles are rubbish would be wrong on several levels.
1: The poles have generated cash repeatedly for hundreds, possibly thousands of people.
2: there are probably two more reasons, but I cant be bothered to think of them.... ;)
Just a tired rant really.
p.s I now live and shop in cornwall.
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Bought a Hydra carbon 36ft ex demo about 2 months ago for £170+vat.
Had no problems at all with it.
Also bought a 36ft Hydra hybrid about 6 months ago, within 2 months it was slipping down all the time. Called Brodex, they replaced the complete pole within the week.
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i had a 26ft hydra alloy! >:( what a load of garbage!
ill never buy from them ever again!
have hydra alloy 7 footer never used it!
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They have BY FAR the worst reputation for customer service I think I've ever read on all forums!!
Don't use them myself & unless they up their game in both products & service by 1000% I probably never will.
The specs alone make for hard work!! ;D
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I think their a good company.
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their poles are simply too heavy and clumsy compared to gardiners poles.
if you want to make your day slower and harder then opt for a brodex hydra alloy!
any of you that have not got a gardiner SLX pole are really missing out BIG TIME!!
DONT BE A FOOL GET AN SLX!!YOU LL NEVER LOOK BACK!!! ;D ;D ;D ;D
brodex really need to take note as their poles are just not up to the user friendliness of other poles(gardiners).
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I remember when I got into wfp and was using Unger alloy and thought they were what to expect. Then I tried a fishing pole with better success; then an SLX and have never looked back.
An acquaintence had a Brodex alloy which I lifted from his van roof - it was like lifting a scaffolding pole in comparison to my SLX and I love it when other windies use heavy stuff - it means they get through less work!
;D
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their poles are simply too heavy and clumsy compared to gardiners poles.
if you want to make your day slower and harder then opt for a brodex hydra alloy!
i have the hydra alloy 25ft and have been reasonably happy, but any awkward angles or too much lean and the pole is so heavy its a struggle.
also the clamps have little rest tabs that have all started falling off so your poles spin if the clamp isnt exactly centred
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their poles are simply too heavy and clumsy compared to gardiners poles.
if you want to make your day slower and harder then opt for a brodex hydra alloy!
i have the hydra alloy 25ft and have been reasonably happy, but any awkward angles or too much lean and the pole is so heavy its a struggle.
also the clamps have little rest tabs that have all started falling off so your poles spin if the clamp isnt exactly centred
You want to try it with the 36ft :P
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I wonder if they take any notice that the vast majority think they are poor.
I dealt with them once but the delivery took 11 working days, I was credited and have never used them since.
Lee
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I'm stunned that they haven't made any attempt to respond to this thread. As paid advertisers they have the perfect opportunity to show us how they're mending their ways & how we should all give them one more chance,... ::)
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me too or had the thread pulled ;D
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Wasnt there a lad from Brodex came on here a while ago, saying they were going to respond to peoples issues ?
Was it a dream ?
Am I insane ?
Do I care ?
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Hi Samson it was myself Jamie Whittington that posted that and if you read back it was a clear open invitation for anybody with Brodex issues to call me and I will endeavour to help resolve. As I expected no one called, instead seem happier to moan on here. Again I invite anyone with issues to call me and I will as always do my very best to help.
Regards
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Hi Samson it was myself Jamie Whittington that posted that and if you read back it was a clear open invitation for anybody with Brodex issues to call me and I will endeavour to help resolve. As I expected no one called, instead seem happier to moan on here. Again I invite anyone with issues to call me and I will as always do my very best to help.
Regards
That is good to hear, do you mind if I ask what position you hold at Brodex and how long you have worked there ?
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Hi Samson it was myself Jamie Whittington that posted that and if you read back it was a clear open invitation for anybody with Brodex issues to call me and I will endeavour to help resolve. As I expected no one called, instead seem happier to moan on here. Again I invite anyone with issues to call me and I will as always do my very best to help.
Regards
I don't want to discuss how poor you are or have been.
Are you not embarrassed at how your seen in the industry.
Would it not be good for all the moaners on here to read a couple of posts from the people that buy from you that Brodex went the extra mile?
Thank God we have a choice.
Lee
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So may I ask peeps, whats the problem with Brodex? is it after sales care?
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I have a brodex 750, and i have never has a problem had it nearly 2 years, as he says your quick to moan on a internet sitting behind your tv screen.
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I think that Jamie has made a fair offer, to directly deal with him, hes given his number - hes offered to field any complaints - not sure you can get fairer than that. That would be a better option - than polling a company on an open forum. If any issues need to be resolved I think it would look far more professional to deal directly with the company - Jamie seems keen to resolve any problems.
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That would be a better option - than polling a company on an open forum.
no its not :)
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Ok Ian
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So may I ask peeps, whats the problem with Brodex? is it after sales care?
its very poor and they dont give a stuff ... basically in a nutshell .... thought u may have got the gist from some of the comments ,,,, but thats just my own opinion
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Hi Samson it was myself Jamie Whittington that posted that and if you read back it was a clear open invitation for anybody with Brodex issues to call me and I will endeavour to help resolve. As I expected no one called, instead seem happier to moan on here. Again I invite anyone with issues to call me and I will as always do my very best to help.
Regards
People wont call you because you are so unhelpful. If you want to be helpful, refund me the £5 you over charged me on the postage costs for sending a single pole clamp, i mean come on £7.50 postage that is outrageous, and when i called before i ordered it and said it would cost that much, the guy on the phone acted dumb and said "i dont know how much they will charge" and said it include packaging costs, and as for packaging cost, the envelope would have cost no more than 50p, so lets call it £4.50 you owe me.
But we all know that you wont, becusee you are a terrible company to deal with.
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That would be a better option - than polling a company on an open forum.
no its not :)
this is a more transparent immediate way to gauge peoples opinions ... good and bad :)
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Myself I would take it up with the company directly. Its just the way my business works, if I have a bad service - I ring immediately direct, there and then. Jamie has offered his number and I hope you can all sort stuff out.
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Lee - go back through Jamie's posts to get the 0800 number phone him and tell us how he/they responded.
Catherine - how about that for an idea? Jamie gets the chance to help and Lee gets to tell us how Jamie used his chance to help.
Everyone could be a winner! It's a win-win opportunity! ;D
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Lee - go back through Jamie's posts to get the 0800 number phone him and tell us how he/they responded.
Catherine - how about that for an idea? Jamie gets the chance to help and Lee gets to tell us how Jamie used his chance to help.
Everyone could be a winner! It's a win-win opportunity! ;D
I might just do that, 8)
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I kinda find it simple James has given his direct line number to try and sort things out - hes come on the forum to say that. Hes offered assitance - upto you guys how you proceed
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I kinda find it simple James has given his direct line number to try and sort things out - hes come on the forum to say that. Hes offered assitance - upto you guys how you proceed
Can you not see it is not his direct number Kate? It is the company number not his direct line
Just par for the course with them.
Go through the back posts on them.
Lee
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All I can say Lee, James has come on the forum and offering a number to call, I hope that issues get resolved it would be easier all round. When you provide a service of course in any industry you want to look after customers.
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I think I will wait and see if he is willing to contact me, I know it's not his job, but he is aware of this topic, and if he wants to try and rectify things, and start getting a better name for his company, then maybe he will contact me first, unless that is too much effort for him.
I know another supplier on here that would be regularly checking for posts like this about his company, and doing all he can to rectify problems his customers have.
Watch this space.
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All I can say Lee, James has come on the forum and offering a number to call, I hope that issues get resolved it would be easier all round. When you provide a service of course in any industry you want to look after customers.
Yes a phone number for his company that I called to order the clamp an query the postage costs and got fobbed off so, that doesn't really help does it!
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I think the guy (James has laid himself open) hes left a number so call him. Hes said that hes there
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I got in touch with brodex after seeing a fellow window cleaner use a wfp system back in 2004. I approached him and asked him what company did his kit, it was brodex.
After about a year, I decided to go from trad to full wfp, i decided to go for the brodex e compact. Innitially i was very happy with the system, until i started getting issues.
First my membranes failed in less than 3 weeks, it turns out that they failed to install the prefilter in the housing. It took me over an hour of convincing on the phone to get them to accept liability for it, eventually they sent me a new membrane and prefilter free of charge.
Then the hose connections started playing up, if which i had to spend over 30 quid on replacing their brass hp connecters (which later turn out to be rectus air connecters you can get for less than a fiver each anywhere else)
Pretty much every pole i have ever purchased from them has failed within 6 months. I never purchased the alloy poles, and i hear they are quite good.
They are just not interested in helping you with issues. I spent over 5 grand with them over a two year period, and never had a good customer experience.
Sean Rimmer was an arogant person to deal with, then they put me in in touch with some other bloke who used to be in the army, he couldnt even string a sentance together.
Since then i will never use them again. Rubbish company.
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I got in touch with brodex after seeing a fellow window cleaner use a wfp system back in 2004. I approached him and asked him what company did his kit, it was brodex.
After about a year, I decided to go from trad to full wfp, i decided to go for the brodex e compact. Innitially i was very happy with the system, until i started getting issues.
First my membranes failed in less than 3 weeks, it turns out that they failed to install the prefilter in the housing. It took me over an hour of convincing on the phone to get them to accept liability for it, eventually they sent me a new membrane and prefilter free of charge.
Then the hose connections started playing up, if which i had to spend over 30 quid on replacing their brass hp connecters (which later turn out to be rectus air connecters you can get for less than a fiver each anywhere else)
Pretty much every pole i have ever purchased from them has failed within 6 months. I never purchased the alloy poles, and i hear they are quite good.
They are just not interested in helping you with issues. I spent over 5 grand with them over a two year period, and never had a good customer experience.
Sean Rimmer was an arogant person to deal with, then they put me in in touch with some other bloke who used to be in the army, he couldnt even string a sentance together.
Since then i will never use them again. Rubbish company.
I like to read between the lines, and this has made me feel very uncomforabtle with using Brodex, so, as Doug woud say, "I'm Out!"
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why would you want to use brodex anyway?their ecompact range are expensive.it would be a lot cheaper to build your own.their trolley just looks daft!and their poles are just too heavy and clumsy for everyday work!and judging by other peoples experiences their after sales service is shocking!!
there are plenty of other suppliers out there like pure freedom and gardiners that sell fantastic wfp equipment at reasonable prices with great after sales service.
i have a brodex hydra pole(25footer).used it a few times then i bought a better,lighter,more user friendly pole.its now gathering dust as an emergency pole!! ;D ;D
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My current girl could do with an emergency pole. Are Brodex the answer?
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why would you want to use brodex anyway?their ecompact range are expensive.it would be a lot cheaper to build your own.their trolley just looks daft!and their poles are just too heavy and clumsy for everyday work!and judging by other peoples experiences their after sales service is shocking!!
there are plenty of other suppliers out there like pure freedom and gardiners that sell fantastic wfp equipment at reasonable prices with great after sales service.
i have a brodex hydra pole(25footer).used it a few times then i bought a better,lighter,more user friendly pole.its now gathering dust as an emergency pole!! ;D ;D
Hindsight is a wonderfull thing, problem was i didnt know i could build my own one at a fraction of the cost, and you got to remember i bought the system quite a few years ago now, all when wfp was a contriversial way of window cleaning, and when not many were using the systems.
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stockclean my post was not directed at you mate but now here in 2011 with all the info and products from other suppliers would anyone use brodex!!
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lol no. :D
8)
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I would be gutted, if this were my company and so many complaints
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so is it safe to order from them.? i fancy the 25ft hydra pole.
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yes, i ordered a 25' hydra, arrived on the friday within a reasonable time scale, brush broke in half on the saturday. foned to complain on the monday, again on the thursday, replacement brush arrived the following thursday. so, afterservice COULD be better.
hows the pole? reassurringly heavy, but it's NOT advertised as a lightweight pole.
Dave
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I would like to know what the " three year guarantee " actually covers on their hydra poles ?
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I would like to know what the " three year guarantee " actually covers on their hydra poles ?
lmao ;D ;D ;D ;D ;D
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Probbably they will speak to you for three years and do their best not to help. Whne the three years is up, they simply wont speak to you about that pole anymore.
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I got in touch with brodex after seeing a fellow window cleaner use a wfp system back in 2004. I approached him and asked him what company did his kit, it was brodex.
... ... ...
Sean Rimmer was an arogant person to deal with, then they put me in in touch with some other bloke who used to be in the army, he couldnt even string a sentance together. Since then i will never use them again. Rubbish company.
Tosh works for Brodex?!!!!!!! :o :o :o
;D
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its a bit ironic paying for advertising on here, while at the same getting such a bad feedback for the bad service they are giving . . . . . . sort of cancels itself out ! :P
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I suppose the lesson for us all is to look after your customers, because if you do not will not just lose one customer but any potential new ones through bad reputation.
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“It takes a lifetime to build a good reputation, but you can lose it in a minute.”
― Will Rogers
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5 years ago, they actually BANNED me from using them, as i aired my disgust at their aftersales service. Even though i had just spent over £4k on a full system and poles!!! :-[
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Hey mick hows it going, i remember that. (Marc Stock)
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tell us more mick
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5 years ago, they actually BANNED me from using them, as i aired my disgust at their aftersales service. Even though i had just spent over £4k on a full system and poles!!! :-[
Quality! ;D
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5 years ago, they actually BANNED me from using them, as i aired my disgust at their aftersales service. Even though i had just spent over £4k on a full system and poles!!! :-[
Which company do use now ?
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I notice on the main page that there's a "Sponsored by Brodex" icon on the window cleaning section of the forum.
:'(
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well my poles not even a year old and they have a warranty for 3 years.
i'm going to see if they will replace my clamps that have all fell to pieces.
wonder how that will go.
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Brodex are well aware of the poll, and the posts on the Clean-it up forum. I think a forum is a great way of sharing opinions and information and i support it 100% - that's why we advertise on here. We respect that our customers have a right to an opinion, and as a company we'd rather use it as an opportunity to learn and see what we are doing right, and what we are doing wrong, instead of jumping on the defense and trying to stop people talking.
There are some posts that i believe are unfair and not entirely true, and in some cases personal and nasty - and there are some that i think are very well justified and make me disappointed because we clearly have let people down, or not given the right level of customer service.
I don't think its appropriate for me to highlight or argue with members on what is essentially their forum and their way of communicating. They don't need manufacturer's telling them they are wrong or that their opinion is wrong/ doesn't count. That's not what the forum is about, and the forum is not a way to lodge a complaint with a company either. Our contact details are readily available to our customers and if we are given a name, a company, a telephone number and a message about what is wrong we will investigate it and respectfully answer it. Clean-it up Screen Names don't help us identify customers and their orders placed.
Please don't confuse not posting defensive comments as a lack of interest, its more out of respect for you and your opinion. I'd rather quality products and improved customer service would be be the best answer to these posts.
We are not an arrogant company and we are happy to learn - we are motivated to do the best for our customers and our team come to work every day (like you guys do) to do the best for our customers in what are sometimes difficult times.
If you want to address any issues directly with Brodex then please e-mail customerservices@brodexbms.co.uk or telephone 0800 161 3212
Kind Regards
Joanne Richardson
Marketing Manager Brodex Machine Services (joanner@brodexbms.co.uk)
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.....................I don't think its appropriate for me to highlight or argue with members on what is essentially their forum and their way of communicating. They don't need manufacturer's telling them they are wrong or that their opinion is wrong/ doesn't count. That's not what the forum is about, and the forum is not a way to lodge a complaint with a company either. Our contact details are readily available to our customers and if we are given a name, a company, a telephone number and a message about what is wrong we will investigate it and respectfully answer it. Clean-it up Screen Names don't help us identify customers and their orders placed......................
Kind Regards
Joanne Richardson
Marketing Manager Brodex Machine Services (joanner@brodexbms.co.uk)
Why not? If I worked for Brodex or the sponsor, I'd be more than happy to reply to complaints (and praise) on a forum. Obviously, a lot can be learnt by how companies deal with problems and complaints.
With regards WFP's and RO stuff, I've learned a lot by reading complaints and problems. I've also learnt a lot by reading when someone is more than happy.
The CIU member with a gripe about postage? Brodex lost a customer all for the sake of a few quid. That's a really good marketing strategy.
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More than happy to reply when asked a question and more than happy to look at issues if i am given more than a screen name and scenario to respond to.
I think you can see from my response how valuable i think the forum is, and i am sure you are experienced enough to know that sometimes the issues raised are not always as clear cut as they seem.
Ive also given contact details which i believe is the best way to get a quick response (as they are direct to the company). The forum is great, but we tend to be manning our phones or with customers during the day so its likely we'd end up disappointing somebody if they tried to get hold of us on clean-it up forum and didn't get an instant response.
Its always good to get feedback though - and like i said......lots to learn as well. Thanks for your comment, Jo
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I wouldn't rise to them, Joanne. There are a lot of very 'brave' men on this forum, and others, who wouldn't dare say the thigns they do out in the open. They believe that because they are not easily identified that they can get away with being difficult. Keyboard warriors.
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well I got a call today from Jamie after i emailed him regarding the postage to send my pole clamp. And guess what, he didnt give me a refund, he said i could have a credit note so i get the refund on my next purchase, which there wont be because i have nothing made by brodex, and all their other prices are far to high. He said that he wasnt able to just put £5 back on my credit card, which is rubbush, because other shop/suppliers are perfectly able to refund any amount of the cost of the item, and that the money off a future purchase would be in the form of discount so that the bosses wont notice it!
I also recieved this email in response from Joanne
Thanks for your e-mail, we have postage and packaging bands. eg if an item is below a certain weight it will cost £7.50 – items above a certain weight £17 and so on. Your are right, it does have to include packaging as well and in the cases of poles etc then the packaging is actually a big chunk of the cost. It also has to include the costs of the people packing and arranging shipping (we use TNT mainly but here are some exceptions) and it takes a dedicated shipping person most of the afternoon processing the parcels so that cost is in there as well.
This normally works out fair and as a company we do not make any money on carriage (in fact the opposite the bill is often less than we have charged overall to all our customers). Many manufacturers’ get around postage by including a chunk in with their product cost as well. They may only charge £5 carriage for example but the pole or product already has a percentage chunk in the price. A pole we sell at £99 they’d sell at £105 etc. If we done this our carriage prices would look much better but it wouldn’t be very open or honest.
As I said, normally works out fair but I can honestly see why you felt that in your case it didn’t seem right. I am going to raise this issue at the next management meeting and suggest a lower price for ‘envelope’ type items. I’m not sure how it will work at this point, whether it will be a weight or size limitation but I can promise you I will have it investigated, trial it, and if it works make sure it sticks.
There was no ripping you off, the carriage bands are set and the team follow them. We are open up front about how much carriage costs (and the price of our product is better than other companies) so we try to be fair. We also promo items much more than any other company - this was a choice we made when times started getting hard for the economy that while things weren’t great we’d try to discount as much as we could (whilst still staying in business ourselves!)
Jamie had the best motives going on to the cleaning forum offering his help, he cares about our customers and wants to help (he is also your account manager), but not all enquiries will go through to him as we have a full Brodex team in place and a dedicated customer service e-mail address which is customerservice@brodexbms.co.uk. You can also contact us on 0800 161 3212 and press 2 for customer service.
I hope this helps, if you need anything else then please let me know.
Kind Regards
Joanne
Joanne Richardson
Marketing Manager
I dont know if i have got this wrong, but surly a business doesnt cover the cost of its packaging staff by charging extra on postage costs, that persons job is just part and parcel of running a business, and to say they dont make money from the postal prices is just rubbush.
Anyway, noting more than i expected, Jamie did say that the guys that were at brodex that caused problems with customer service, an ex-military guy, are no longer there, so maybe there aftersales help may be better now, but it still sticks in my throat that that the postage costs for a broken clamp was nearly as much as the clamp itself.
Needless to say i will never benefit form their "credit note" as i will not be dealing with them in the future.
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Hey mick hows it going, i remember that. (Marc Stock)
Hi Marc...long time mate.
I rememeber the fella i originally was chatting to at Brodex, and had an argument with. I eventually got through to the Director (cant think of his name for the life of me)
He told me to be careful when arguing with the other guy cos"He used to drive tanks in the army!!!"
I replied, "He'll know how im feeling then cos i used to jump out of planes with a maroon beret on my head wont he!"
Unbelievable!!!!!!
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Bla Bla Bla.
I dont know if i have got this wrong, but surly a business doesnt cover the cost of its packaging staff by charging extra on postage costs, that persons job is just part and parcel of running a business, and to say they dont make money from the postal prices is just rubbush.
Anyway, noting more than i expected, Jamie did say that the guys that were at brodex that caused problems with customer service, an ex-military guy, are no longer there, so maybe there aftersales help may be better now, but it still sticks in my throat that that the postage costs for a broken clamp was nearly as much as the clamp itself.
Needless to say i will never benefit form their "credit note" as i will not be dealing with them in the future.
Lee - I was respectfully taking the time to answer your e-mail. I can see this wasn't appreciated but i am still more than happy to to help if you need anything further from us, or do in fact decide that you would like to use your credit note. I'm glad Jamie called you and he is always available as well as a point of contact for you. Best Wishes Jo
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I wouldn't rise to them, Joanne. There are a lot of very 'brave' men on this forum, and others, who wouldn't dare say the thigns they do out in the open. They believe that because they are not easily identified that they can get away with being difficult. Keyboard warriors.
For your information Andy, i went to their unit to try and sort it all out, so im no keyboard warrior pal!!! They know exactly who i am!!!
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At least the Joanne said she would bring up the postage thing at the next meeting and she did take the time and trouble to explain their postage system. In my view, that is a big plus in terms of customer service.
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Well hopefully Jo is going to look into it all, which is a good thing - because at least things are going to be addressed. Personally it would sit slightly uncomfortable with me to sponsor a forum and then get a lot of bad feed back. Hope everything sorts itself out.
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::)
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I wouldn't rise to them, Joanne. There are a lot of very 'brave' men on this forum, and others, who wouldn't dare say the thigns they do out in the open. They believe that because they are not easily identified that they can get away with being difficult. Keyboard warriors.
nobody asked her to come on here & explain the companys cr** service. if it was good this thread would not exsist.its here because people want to let others know about the service they got from them.
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I'd believe the poll a lot more if it wasnt set up to require you to vote before seeing the results. So, having never bought anything from Brodex, I had to give an answer to see the poll results. Which makes it all a bit pointless.
you dont need to see the poll results just read the posts they say it all.
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I'd believe the poll a lot more if it wasnt set up to require you to vote before seeing the results. So, having never bought anything from Brodex, I had to give an answer to see the poll results. Which makes it all a bit pointless.
Fair comment Dave but was hoping to just get votes from other Brodex customers ... tried to modify it but wont let me
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In fairness to Brodex as well the replies seem hopefull that they do intend to sort out their aftersales service ... going foward that is
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Brodex are well aware of the poll, and the posts on the Clean-it up forum. I think a forum is a great way of sharing opinions and information and i support it 100% - that's why we advertise on here. We respect that our customers have a right to an opinion, and as a company we'd rather use it as an opportunity to learn and see what we are doing right, and what we are doing wrong, instead of jumping on the defense and trying to stop people talking.
There are some posts that i believe are unfair and not entirely true, and in some cases personal and nasty - and there are some that i think are very well justified and make me disappointed because we clearly have let people down, or not given the right level of customer service.
I don't think its appropriate for me to highlight or argue with members on what is essentially their forum and their way of communicating. They don't need manufacturer's telling them they are wrong or that their opinion is wrong/ doesn't count. That's not what the forum is about, and the forum is not a way to lodge a complaint with a company either. Our contact details are readily available to our customers and if we are given a name, a company, a telephone number and a message about what is wrong we will investigate it and respectfully answer it. Clean-it up Screen Names don't help us identify customers and their orders placed.
Please don't confuse not posting defensive comments as a lack of interest, its more out of respect for you and your opinion. I'd rather quality products and improved customer service would be be the best answer to these posts.
We are not an arrogant company and we are happy to learn - we are motivated to do the best for our customers and our team come to work every day (like you guys do) to do the best for our customers in what are sometimes difficult times.
If you want to address any issues directly with Brodex then please e-mail customerservices@brodexbms.co.uk or telephone 0800 161 3212
Kind Regards
Joanne Richardson
Marketing Manager Brodex Machine Services (joanner@brodexbms.co.uk)
I said that sean rimmer was an arrogant person to deal with, he wasnt interested at all in looking after his customers. I have since learned he got the sack along with patrick.
i would never use brodex again, considering how much money id spent with them and the terrible sevice.
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It's quite funny how they are sponsoring the forum. Bet they wish they weren't now.
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2 ways at looking at why they sponsered the forum 1st because they were naïve and didn't anticipate the reaction or secondly want to draw a line in sand and rebuild reputation ... Personally they don't come across as being stupid people so feel its the latter and now they have a real chance to build bridges and keep people happy after all they been in business for a while so must have at least half a decent product perhaps let down by some now departed stupid employees who thought it was funny to pea off customers .... When get home tonite I will be locking post and poll ... Brodex by their actions can take it from here.
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How did you get those two dots above the i?
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Hi Samson it was myself Jamie Whittington that posted that and if you read back it was a clear open invitation for anybody with Brodex issues to call me and I will endeavour to help resolve. As I expected no one called, instead seem happier to moan on here. Again I invite anyone with issues to call me and I will as always do my very best to help.
Regards
That is good to hear, do you mind if I ask what position you hold at Brodex and how long you have worked there ?
I've been with Brodex 3 years now and am an account manager
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I've been with Brodex 3 years now and am an account manager
Jamie, after seeing the dismal response to this poll, with about two thirds of respondents rating your after-sales service as well below par,.. have you, or the Brodex management team as a whole come up with a plan to improve your companies customer service & re-build your reputation? If so, would you care to share with us how you will begin this process?
Could you also verify the exact terms of any 3 year guarantees that are offered with poles, as it is a point which has been mentioned repeatedly on the forums over the years?
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I've been with Brodex 3 years now and am an account manager
Jamie, after seeing the dismal response to this poll, with about two thirds of respondents rating your after-sales service as well below par,.. have you, or the Brodex management team as a whole come up with a plan to improve your companies customer service & re-build your reputation? If so, would you care to share with us how you will begin this process?
Could you also verify the exact terms of any 3 year guarantees that are offered with poles, as it is a point which has been mentioned repeatedly on the forums over the years?
Hi Nathanael thank you for addressing myself, I got involved on the forum to try do some good on behalf of Brodex and our customers some time ago and that was pointed out on this thread so felt I should do the right thing by again offering my services to help anyone with issues. I'm sure the management will have a more specific answer for you and will follow.
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I've been with Brodex 3 years now and am an account manager
Jamie, after seeing the dismal response to this poll, with about two thirds of respondents rating your after-sales service as well below par,.. have you, or the Brodex management team as a whole come up with a plan to improve your companies customer service & re-build your reputation? If so, would you care to share with us how you will begin this process?
Could you also verify the exact terms of any 3 year guarantees that are offered with poles, as it is a point which has been mentioned repeatedly on the forums over the years?
Hi Nathanael thank you for addressing myself, I got involved on the forum to try do some good on behalf of Brodex and our customers some time ago and that was pointed out on this thread so felt I should do the right thing by again offering my services to help anyone with issues. I'm sure the management will have a more specific answer for you and will follow.
And what does the three year guarantee cover on the hydra poles please ?
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We at Clean It Up are very strict on what we allow our advertisers to say/answer to in posts on the forum.
Brodex are aware of this so have to be careful in replies here, they have given a more than fair repsonse to contact them.
If you have any issues with the company it's always best to contact them directly rather than trying to get them involved on the forum. You can imagine what it would be like if our members spoke to all suppliers on here! We like to keep the forum professional and not letting suppliers contact their customers through Clean It Up is one of these ways.
Thanks all for understanding and cooperating.
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Nathanael, i have e-mailed you a direct reply as i do believe that it would be against the guidelines of the forum to post my reply. If anybody else would like to see the reply then please contact me on joanner@brodexbms.co.uk
I hope that in the future people will continue to be as spirited in posting good feedback as they have been sharing their negative experiences. We have a great and loyal group of customers who we value and appreciate, and hopefully we will be adding some new and in maybe even old familiar faces to them by providing quality product and offering good customer service.
Thanks to everybody who shared their views.
Jo