[wfp master]

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.

[wfp master]

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.

[Ian101]

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

[Ian101]

In fairness to Brodex as well the replies seem hopefull that they do intend to sort out their aftersales service ...  going foward that is

[StockClean]

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.

[Andy Prittchard]

It's quite funny how they are sponsoring the forum.  Bet they wish they weren't now.

[Ian101]

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.

[Andy Prittchard]

How did you get those two dots above the i?

[jamie whittington]

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

[Nathanael Jones]

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?

[jamie whittington]

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.

[wpclean]

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 ?

[Forum Admin]

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.

[Joanne Richardson]

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