[wpclean]

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.

[LHill]

“It takes a lifetime to build a good reputation, but you can lose it in a minute.”
― Will Rogers

[mick hay]

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!!!   

[StockClean]

Hey mick hows it going, i remember that. (Marc Stock)

[Pope vader]

tell us more mick

[Tom White]

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! 

[wpclean]

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 ?

[Tom White]

I notice on the main page that there's a "Sponsored by Brodex" icon on the window cleaning section of the forum.

 

[gto]

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.

[Joanne Richardson]

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)

[rosskesava]

.....................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.

[Joanne Richardson]

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

[Andy Prittchard]

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.

[Lee GLS]

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.

[mick hay]

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!!!!!!

[Joanne Richardson]

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

[mick hay]

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!!!

[rosskesava]

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.

[Catherine10]

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.  

[wfp master]

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