Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Majestic on March 20, 2014, 02:25:51 pm
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
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Lol, u seriouse?! Not the internet?! Surely
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
No offence "Majestic" but get a grip!!!!!
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
No offence "Majestic" but get a grip!!!!!
+1 ::)roll
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
Mods ban him !! He's spoken Against Gardiners :-\ or is stoning still allowed ?!
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
Mods ban him !! He's spoken Against Gardiners :-\ or is stoning still allowed ?!
Lol magestic incase you don't know Gardiner pole systems are Gods they can say what they want and they will still sell thousands of poles ;)
But seriously order it online it will turn up they are busy
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There will always be a fraction of people who want to phone up to order! Just for that peace of mind they are getting what they want.
However i had never ordered a pole from Gardiners until last year and i asked people on here and got plenty of help:) and my pole came with everything i wanted (except a hat wich some lucky devils get) haha
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
Oh dear thats atrocious. Thank God (that's me by the way) you had a phone otherwise you would've been forced to order by carrier pigeon and not having any carrier pigeons you would've been even more stumped. The girls on the end of the Gardiner phone lines are always very helpful to me, i always order over the phone. It's a far 'friendlier' experience I find. Cosier. Fun. Interactive. You should try it some time.
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sheer laziness
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I used to deal with brodex, don't know how many times I had to call them up to chase an order, or sort out some kind of issue they got wrong, only to be met with a bad attitude and snobby response by Sean. ( who doesn't work there now)
Gardiners are truly good, just do the order online and it comes. Products are great, delivery is quick.
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(http://www.cleanitup.co.uk/smf/1395332728_download.jpg face.jpg)
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I'm surprised to hear that. I've always ordered over the phone without a problem. I tend to order infrequently but spend a fair bit each time (by sole trader standards). Maybe their policy has changed. I need to do things over the phone mainly because I live alone in a flat with a time-locked outer front door. If a courier arrives after the door is locked, I won't even get the "attempted delivery" card and don't want to potentially lose a full day's money waiting in. So I pay extra for a pre 10AM delivery and go to work late. Last time I checked, that wasn't possible to set up with online ordering. Also, as Alex upgrades the specs on poles and other stuff, it means that specifications can change. Therefore I need to speak with someone in order to determine which bits fit with other things. I've ended up with "wrong" bits before sometimes because something changed that I was not aware of. I put "wrong" in quotes because I did actually find a use for the items anyway.
So I do get why the OP is having a little moan. Some things just do need telephone service.
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I order by phone if I'm out in the van (no internet access) it is mildly annoying to be told to order online but then I guess they just don't have the staff to man the phones constantly. If it's a techy question that needs answering then I usually wait and ask on here because I don't think Alex is a busy man ;D
He's normally on here to get out of the washing up I've been reliably informed ;)
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
Hi Majestic
I am sorry that you have felt disappointed with the service offered by our team today. We are an internet based firm and as such offer the phone lines primarily to support any customer service issues.
We do encourage clients to order online if they are happy doing so as this really streamlines the process for both us and the client - it also ensures the client that the order is 100% accurate in its placement. However if a client is on the phone and does not want to place the order online then we will take the order over the phone if possible at that time.
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I order by phone if I'm out in the van (no internet access) it is mildly annoying to be told to order online but then I guess they just don't have the staff to man the phones constantly. If it's a techy question that needs answering then I usually wait and ask on here because I don't think Alex is a busy man ;D
He's normally on here to get out of the washing up I've been reliably informed ;)
Maybe his wife will buy him a dishwasher :)
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I order by phone if I'm out in the van (no internet access) it is mildly annoying to be told to order online but then I guess they just don't have the staff to man the phones constantly. If it's a techy question that needs answering then I usually wait and ask on here because I don't think Alex is a busy man ;D
He's normally on here to get out of the washing up I've been reliably informed ;)
Rude boy ;D
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Got to say I agree. I know that the internet is the way forward - more efficient - convenient - blah blah blah. But I prefer to deal with people. For me business is about relationships you build with other people. This cannot be done by clicking on webpages.
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
Hi Majestic
I am sorry that you have felt disappointed with the service offered by our team today. We are an internet based firm and as such offer the phone lines primarily to support any customer service issues.
We do encourage clients to order online if they are happy doing so as this really streamlines the process for both us and the client - it also ensures the client that the order is 100% accurate in its placement. However if a client is on the phone and does not want to place the order online then we will take the order over the phone if possible at that time.
Fair play to Gardiners, it makes sense that something ordered online would be more accurate than a misinterpretation over the phone;
e.g. I quote to a custy on the phone for a 3 bed semi, small conny, 8 weekly "£18"
I get there and it's actually a 4 bed detached, all original leaded windows, a conny the size of a small football stadium and they want a one off! >:(
So down to the important stuff:
When are the new Xtreme 25s coming in and...
do I get a free cap when I order one?
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Fair play to Gardiners, it makes sense that something ordered online would be more accurate than a misinterpretation over the phone;
I wholeheartedly disagree with that sentiment. If you are buying something from someone who knows what they are talking about you are far less likely to buy the wrong thing over the phone. Especially if you are not 100% sure what it is that you want/need.
Countless times I have bought incorrect items because I've spotted something online and thought 'that's what I need' only to find it is either massively too big, laughably small or absolutely not what I needed whatsoever. Had I discussed it with a knowledgeable salesperson these mistakes would never have happened.
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Fair play to Gardiners, it makes sense that something ordered online would be more accurate than a misinterpretation over the phone;
I wholeheartedly disagree with that sentiment. If you are buying something from someone who knows what they are talking about you are far less likely to buy the wrong thing over the phone. Especially if you are not 100% sure what it is that you want/need.
Countless times I have bought incorrect items because I've spotted something online and thought 'that's what I need' only to find it is either massively too big, laughably small or absolutely not what I needed whatsoever. Had I discussed it with a knowledgeable salesperson these mistakes would never have happened.
I see what you are saying but oddly enough i've never had that problem.
When I order something, It's usually correct, but then I do my homework first. ;)
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I always order on line and if nescessary Gardiners phone me - you cannot beat that.
Cannot fault their excellent service and quality products
And my lads love the hats!
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I always order on line and if nescessary Gardiners phone me - you cannot beat that.
Cannot fault their excellent service and quality products
And my lads love the hats!
I love the hats too but they are rubbish!
I washed mine and then it put in the tumble dryer (ok...not a good idea)
And yes it shrunk
I'm now cleaning windows looking like f****ing Norman Wisdom (whom I admire greatly)
I need a new Xtreme 25 so I can have a cap ;D
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I too prefer to order over the phone. I am often unsure of connectors and prefer to order over the phone. I am a Gardiner's products fan on the whole, but I did think it was ironic that Alex mentioned accuracy of ordering as in my experience the accuracy issues are with despatching. ;D
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I am after a new pole and have had them from Gardiners before, but I wanted to ask a question about it before ordering .
I phoned up and got through to someone I asked my question,got a answer.
I asked if I could order it and was told to do it online.
I understand that its easier to order online , but when im actually talking to someone in there office.
So I had to order it via my phone.
Hi Majestic
I am sorry that you have felt disappointed with the service offered by our team today. We are an internet based firm and as such offer the phone lines primarily to support any customer service issues.
We do encourage clients to order online if they are happy doing so as this really streamlines the process for both us and the client - it also ensures the client that the order is 100% accurate in its placement. However if a client is on the phone and does not want to place the order online then we will take the order over the phone if possible at that time.
Fair play to Gardiners, it makes sense that something ordered online would be more accurate than a misinterpretation over the phone;
e.g. I quote to a custy on the phone for a 3 bed semi, small conny, 8 weekly "£18"
I get there and it's actually a 4 bed detached, all original leaded windows, a conny the size of a small football stadium and they want a one off! >:(
So down to the important stuff:
When are the new Xtreme 25s coming in and...
do I get a free cap when I order one?
The Xtreme25 poles should be back in stock in 3 weeks time. You should indeed be given a free baseball cap when you order an Xtreme25 :)
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I see what you are saying but oddly enough i've never had that problem.
When I order something, It's usually correct, but then I do my homework first. ;)
Perhaps it is because I am a Maverik and I invent the rules as I go along.
Maybe not though.
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Alex:
Me and my tennis elbow love you (but not in that way).
Soupy:
You have a good point and i'm an old fashioned guy with old fashioned values so I like to talk to people too.
However: I think relationships are not based on talking to people, they are based on trust.
I trust that when I phone Gardiners they will give me good advice (they don't try and sell me stuff I don't need).
I trust that when I leave a message they will call me back; they always have done.
I trust that when I place an order it will be correct and be delivered properly and 99 percent of the time it works.
And yes they have cocked it up on the very odd occasion! But when I called and explained the mistake they have done their best to put it right. I can't ask for more than that.
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I always order on line and if nescessary Gardiners phone me - you cannot beat that.
Cannot fault their excellent service and quality products
And my lads love the hats!
I love the hats too but they are rubbish!
I washed mine and then it put in the tumble dryer (ok...not a good idea)
And yes it shrunk
I'm now cleaning windows looking like f****ing Norman Wisdom (whom I admire greatly)
I need a new Xtreme 25 so I can have a cap ;D
Maybe your head just got bigger.
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Jesus! Get over it
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I did order my gardiner pole over the phone and very much enjoyed interacting with someone asking for opinion and advice. helpful and knoledgeable staff!!
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i think majestic as a point
His not saying his against ordering online, i get the impression his quite happy to do that but to be speaking to some one on the phone and then be told to order on line when that person is quite capable of taking the order doesn't seem right to me, emma as taken my orders before.
IMO its all part of the push by Gardiners systems to move as much as possible to internet ordering and quite right too but to help with the customers query and then direct him to order online doesn't seem right to me.(see above)
As for saying the online ordering system is more accurate all the customer services person had to do in this case, was verbally confirm the order
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A mistake can be as easily made by ordering on line as it can by ordering over the phone. It's just easier for Gardiner's, like any other company, to have stuff ordered on line.
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I like Gardiners and Alex is always more than helpful.
Online ordering just this week led me to order an incorrect item. Ultimately down to me but I simply followed the same process as several times before but ended up with a 25" long gooseneck instead of the standard size. The picture online was the one I wanted but not the description.
So my error but I think this wouldn't have happened over the phone.
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i am a big fan of gardiners and their products.
if i am at home i will order online, if i am out and about i would rather phone thru an order.
i wouldn;t like it if i was speaking to someone and they asked me to order online rather than thru then as it is causing me more work to do. i understand if gardiners want to move to online instead of over the phone, but i do think their customers experience will worsen because of it.
maybe the answer is to offer discounted prices online, so people can then just choose what they want. cheaper prices, or the 'luxary' of ordering off a real person
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Imagine if I said to customer who phoned up for a quote for window cleaning that they had to do that on line instead of giving me the details over the phone as it's more accurate that way?
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I've had a very mixed experience with Gardiners this week. I called to get some advice about a couple of products, which I duly received. They then told me that replacement sections that I needed were in stock. Everything I ordered arrived the next day and the order was correct.
However, my free pen was broke upon arrival, so that's it. No more orders from me....
>:(
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I've got some spares if you need them.
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Of course everyone on here is online. A lot of people still aren't though - and I imagine some of them are window cleaners. Also, although most people have card facilities of some type, not eveyone does - particularly if they have a poor credit issue. Although unwieldy, I imagine that many companies would still take a cheque in the post and dispatch goods upon clearance. Although there is no cheque guarantee facility these days, a cleared cheque is fine - so long as it's not from a stolen cheque book.
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Mind you saying what I said earlier, I can understand what Majestic is saying in a way it is easier to Order off the fone and you can ask it the item is right and other questions. You know exactly what your getting incase you order a wrong thing of net
What annoys me about some company's is that you have to go through computers press 1 or 3 why can't they have peeps answer fines like they use to everything's computerised oooo plz send me back to the 80's ooooo I loved the 80's 👍😏😳🇬🇧👳
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I have just chosen not to buy from someone due to them not listing a telephone number on their website. They state that they are an 'internet based' company so therefore a telephone number is not necessary. What if they messed up my order? or worse, I did? I'd probably be days sorting it out. Not good enough as far as I am concerned.
I realise that the situation with Gardiners is different and that their customer service (in my experience) is excellent, but I do feel that making ALL sales 'internet based' is just a step in the wrong direction as far as customer service goes. Good, knowledgeable sales people are worth their wage packet and should not be completely replaced by a website. It is very off putting for me, a customer, to have to buy online.
Will knowing that Gardiners will not process a sale over the phone mean I will choose to buy elsewhere in future? Doubtful but possible.
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I have just chosen not to buy from someone due to them not listing a telephone number on their website. They state that they are an 'internet based' company so therefore a telephone number is not necessary. What if they messed up my order? or worse, I did? I'd probably be days sorting it out. Not good enough as far as I am concerned.
I realise that the situation with Gardiners is different and that their customer service (in my experience) is excellent, but I do feel that making ALL sales 'internet based' is just a step in the wrong direction as far as customer service goes. Good, knowledgeable sales people are worth their wage packet and should not be completely replaced by a website. It is very off putting for me, a customer, to have to buy online.
Will knowing that Gardiners will not process a sale over the phone mean I will choose to buy elsewhere in future? Doubtful but possible.
Hi Soupy
This is why I posted the following above:
We do encourage clients to order online if they are happy doing so as this really streamlines the process for both us and the client - it also ensures the client that the order is 100% accurate in its placement. However if a client is on the phone and does not want to place the order online then we will take the order over the phone if possible at that time.
Thank you for the feedback though.
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So. If you had a choice of being paid by Cash or by Cheque what would you want? I personally would want cash and cash EVERY TIME.
So what do you do? ........ You ask for cash every time.
Eventually they will pay cash every time. Because you MADE them pay cash every time previously.
Why would you want to do this?
Because its better for your business.
If you find this hard to grasp I would recommend reading books about business management, marketing and sales.
You either do what the customers say or you take charge.
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Well if you wanted cash every time you'd lose me as a customer.
Simple fact.
And also, James - Purewash, don't patronise me, thanks.
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Hi Guys,
Many studies have been carried out and I believe that ordering online these days is a LOT safer than giving card details over phone. It's so easy to tap phones/listen in to someones calls and gather info whereas online sales have to go through a rigorous process (behind the scenes) ensuring safety.
Personally for me I feel happier paying online rather than over the phone, this may be personal preference, my background is computer programming so maybe this is why I feel this way!
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Errr..
I know very little about programming but could - very easily - set up a half decent looking webpage to gather credit card information. Could I spot a fake page? Without doubt. Could my dad spot a fake page? No.
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Ahhh where you're purchasing from is a whole different ball game!
In this particluar instance I would fell happier online, each to their own.
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Ok bad example. How about collecting vs sending payment?
I have dropped customers because they refused to send payment. I would not want to spend 30 minutes stuck in traffic going back to collect a payment, I would rather lose that customer and gain another that will send the payment.
But I do collect for big bucks, especially when its a one off job.
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Agree with above, completely different scenario there ;)
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Guys you are missing the point, what Majestic is complaining about is the fact he was already on
the phone to Gardiners and they wouldn't process his order.
Its not about what's the best way to buy a product ( online or by phone ) its about a company who
cares that little about making a sale that they are prepared to send him away without buying.
I don't blame him for being miffed.
I would rather give my custom to a company that values it or at least pretends to.
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You are right Sean. I find it dodgy ordering on line as have had my card details stolen twice !!!! Money taken from our account. Not had that happened over the fone
Also I would like to say Gadiners sales team are first class item arrives next day but it happened to me I foned left name and number they came back to me, they explained what I needed for my item certain part and then said to order online. The sales team should have said I can take your order now but would be processed quicker if you order online your choice.
Alex you could lose orders like this as some may think sod that I don't like ordering online you should be asked if you want to them to take your order now or do you prefer to do online ?
👍👍👍👍🇬🇧🇬🇧🇬🇧👍👍👍👍
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Hi Guys,
Many studies have been carried out and I believe that ordering online these days is a LOT safer than giving card details over phone. It's so easy to tap phones/listen in to someones calls and gather info whereas online sales have to go through a rigorous process (behind the scenes) ensuring safety.
Personally for me I feel happier paying online rather than over the phone, this may be personal preference, my background is computer programming so maybe this is why I feel this way!
Correct
I have no problem ordering online, but as I was talking to a sales person I thought I could of ordered with her.
I did order via my phone, i ordered a pole but ordered the wrong extension pole (5 instead of 7 ). So I phoned them up told them and guess what they let me pay the extra over the phone.