[Glyn H]

Interestingly
When Alex is waiting for his new poles to arrive everybody says what a great guy, I guess he will let us know when they arrive.
Nothing against Alex at all
 but double standards or What
Alex keeps you waiting for months no problem Omnipole fails to replace a componant in two weeks and the worlds come to end

[Bazzy1999]

We have still not recieved the 100 new aluminium nozzles from  the bending factory. We paid for bending them six weeks ago and suplied the material. This is normal for factories.

Not so.......
I used to work in this type of factory and the turn around was within a week.... 6 weeks is a bit of a joke....


Bazz...

[CLEANGLASSUK]

Cleaninglass uk
I think i was told about your problem nozzle.
We have still not recieved the 100 new aluminium nozzles from  the bending factory. We paid for bending them six weeks ago and suplied the material. This is normal for factories.
If I recall you didnt actually buy a guttervac from us , did you?

It is entiely normal to ask for  a broken part to be sent back, how else can we see what has gone wrong?



I think I will ring Sony tomorrow and ask them to send me another flat screen as mine has broken.

You sarcastic twit, You are the owner of a large firm and that is how you talk to you customers, at least everyone on here will now no how so much you are up your own a**e.

[noelg22]

having just read this topic, i was interested to see what responce or appology omnivac would give, but i am astonished with the responce someone would give to a customer,especially on a forum were potential customers are on!! or is it a case if you had have bought a gutter vac of us then we would have looked after you better!!! never seen worse!!

[AuRavelling79]

All in the customer service Glyn, no calls and customers waiting gets people backs up.

 I ordered some thing that was being shipped asap and waited 2 weeks and nothing I would be truly annoyed!!, I am not going to say anything else on this matter apart from you should really understand, Alex calls people if there is a problem, there customer service is very good in that way, I have to say I speak to your guys they are also good. but making people wait and not letting them know will cost you sales should you upset people that have a voice. That's business, I would be noting it and trying to overcome it myself  

Ian

I bought an SLX from Alex in March. I knew I would have to wait for it because Alex told me in good time. When it arrived a small connector was missing (the pole was usable tho') one that probably cost less than a pound and was only necessary to remove or add sections.

It was sent by first class post as soon as I contacted Gardiners.

Now that is what I expect from my supplier.

I bought some "Ro-man" type membranes from Soap National (brilliant price by the way) on the Thursday before bank holiday - they told me I had missed the delivery for that day (it was 4.40 pm) and that I would have to wait until Tuesday. They kept me informed - I knew what to expect.

I am seriously considering gutter cleaning as an add-on service and have noted OMNIVAC's response in GLYN's posts above on this forum. I find them very unhelpful.

[big J]

speaking as some one who is looking to buy a system in the next couple of weeks it has been very interesting in sussing out which firms are considered goo bad or indifferent by thier customers and equally what reaction companies give in return.
I have noticed that some firms polarise the goods folks who write on here either the company is the world's best or the worlds worst with nothing inbetween
This is nothing unusual ..if you think about you all wil have custies that think you are gods gift and ex custies that regard you as the devil himself.
Whilst I am very very new to the Window cleaning industry I do have 25 years dealing with customers form indivduals through to multi millon pound accounts and there are a few thing I have learnt over the years

you cant please everyone all  of the time

That The customer expects customer subservience rather than customer service
ie that customer will always be right even when they are blatently wrong

that a dissatisfied customer will tell the world were-as a happy customer will simply buy again.

The trick is as I am sure you are all aware from dealing with your own customer service issues is to appear interested listen confirm what the problem is and they attempt to rectify it if it is reasonable to do so.
I know this sounds like babble but it does work
the simpliest way to do this is to keep the punter in the loop as far as is practicable. Sometimes if the customer does not like the answer that does not make it the wrong answer How ever and this is the big one DO not mislead a punter deliberately or be percieved to do so as this will come back and bite you hard.
Have a clear and honest line of communication with your punter and things wont get out of hand ...Too Often

end of lesson
 

[stephen s]

Cleaninglass uk
I think i was told about your problem nozzle.
We have still not recieved the 100 new aluminium nozzles from  the bending factory. We paid for bending them six weeks ago and suplied the material. This is normal for factories.
If I recall you didnt actually buy a guttervac from us , did you?

It is entiely normal to ask for  a broken part to be sent back, how else can we see what has gone wrong?



I think I will ring Sony tomorrow and ask them to send me another flat screen as mine has broken.

Thats an awful response to a customer and as for customer service its the worse I seen from a company who were prob quick to take their money for the part in question and yet because he didn't buy the whole system from you he gets treated this way ?   HOW SHAMEFUL

Wwll I'm actually in the market for a gutter vac but I know who I wont be coming to and thats YOU

ABSOLUTELY APPAULING CUSTOMER SERVICE

[amberini]

Hi, I too have ordered the gutter-vac & power pole etc, & when i was ready to pay i was informed that the machine were delayed for at least a month & that as soon as they recieved shipment they would contact us & give us a delivery date... thats exactly what they did. (so dont see a prolem there)

I fail to see your disgust in Glyns approach to customer service?   i to would be a little peeed of with the almost which hunt approach to condeming his service.

like many of us he runs a business (& a good one at that) every company has problems & i mean every company so just have a little common sense a little communication & i am sure things will be resolved?

rather than coming on here & shouting the odds

[GWCS]

Hi, I too have ordered the gutter-vac & power pole etc, & when i was ready to pay i was informed that the machine were delayed for at least a month & that as soon as they recieved shipment they would contact us & give us a delivery date... thats exactly what they did. (so dont see a prolem there)

I fail to see your disgust in Glyns approach to customer service?   i to would be a little peeed of with the almost which hunt approach to condeming his service.

like many of us he runs a business (& a good one at that) every company has problems & i mean every company so just have a little common sense a little communication & i am sure things will be resolved?

rather than coming on here & shouting the odds

So from the looks of it, you were the exception.

Remember it doesn't matter how good your products are, its the customer service that sells. I've heard bad things about Brodex's customer service too, not just on here but elsewhere which is why i wont go near them (least not first choice, but way down the list of who to go to), regardless of their products.

No one actually minds waiting for products they need - however they like to be kept updated and in the loop. They also do not want to be told lies, about what to do with parts that need to be replaced. So perhaps CleanGlass was told the wrong information over the phone? So thats maybe a  case of customer service agents requiring more training?

Although Glyns never been very tactful when it comes to people having a few words about him, I can see why he has responded like he's done, but he's just making himself and his company look bad.

Just like Alex does, if there is ever a problem he should have dealt with it over the phone personally, rather to tell him to shove off over a forum!

When it came to DIY machines, you could see his responses and the type of person he was then.. which is why many people went the route of DIY, as they did not want to deal with Glyn or Omnivac.

However, if the machine and parts were bought second hand, then im assuming (i may be wrong here) but the warranties do not transfer over to the new owner.
 

[matt]

Cleaninglass uk
I think i was told about your problem nozzle.
We have still not recieved the 100 new aluminium nozzles from  the bending factory. We paid for bending them six weeks ago and suplied the material. This is normal for factories.
If I recall you didnt actually buy a guttervac from us , did you?

It is entiely normal to ask for  a broken part to be sent back, how else can we see what has gone wrong?



I think I will ring Sony tomorrow and ask them to send me another flat screen as mine has broken.

  customer care at its finest  :

[matt]

Hi, I too have ordered the gutter-vac & power pole etc, & when i was ready to pay i was informed that the machine were delayed for at least a month & that as soon as they recieved shipment they would contact us & give us a delivery date... thats exactly what they did. (so dont see a prolem there)

but this didnt happen

he was told the item would arrive in a  few days, its been over 2 weeks

in todays age of E/mail , it would have been good of someone at onmi to e.mail his and say " we have had a delay at the factory, we will send it out as soon as it arrives "

job done, 1 min of time gone and a customer kept informed with whats happen, thus a happy customer

[Window Washers]

I got a call from omni pole today, about my gutter vac and a part, I am happy with them, it's going out today so there customer services are ok to me


Ian
p.s cant wait for my new toys to arrive, and hope to get a pen aswell as a keyring or three 

[Oakley Windows]

Matt wrote

customer care at its finest  Roll Eyes

Please define a customer

I purchased a new nossel from OMNIVAC

I think that makes him a customer doesnt it?

[Oakley Windows]

Oh, Glyns deleted his post. 

[GWCS]

was just gonna ask that.. LOL

[Mr H]

Oh, Glyns deleted his post. 

Don't really see the point in doing that when it has already been quoted by someone so people can still read it....

[Glyn H]

I think that makes him a customer doesnt it?

For how long? forever?

He telephoned our offices and was asked by our workshop manager to return a faulty part,of and because of that he posted "Disgusted with OMNIVAC service"
 Instead of thinking about it and realising any supplier would require a faulty part returned he has slandered my company.



Buying a small componant from us does not give him the right  to use four  photographs of Omnipole staff on his website using a guttervac without our written permission

But I guess some of you will think thats fine and fair game

How about  a thought for the genuine guttervac owner operators that may loose out on their customers

[CLEANGLASSUK]

I DO USE THE OMNIVAC, i pay steveuk ie Southern window cleaning when i need to do gutter jobs and borrow his omnivac, and out of common courtesy i tried to use my own nossel ie the crap one you sent me.

SO YES GLYN I DO USE YOUR GUTTER VAC

[Clive McDonald]

Big J
You made a lot of good points and i expect that most fair minded neutrals would agree with all that you said, probably including the supplier in question.

However, this is a forum and not a customer service panel. I very often make stupid remarks myself on here, and i think we all, including suppliers are entitled to do this as we come on here as individuals. If i thought my job was under scrutiny i wouldn't make them. If a customer of mine made his way onto this forum and said i was rubbish i wouldn't be too happy either.

Some of the biggest names ih the wc industry have posted, but been hounded off here. Most of the 'big boys' seemed quite happy to talk to us initially, and even accepted the occasional attitude, but when it gets too personal accounts are deleted.

[john tomkins]

He telephoned our offices and was asked by our workshop manager to return a faulty part.

Something not quite right here when CLEANGLASSUK wrote

i gave OMNIVAC a call and explained to them what had happended. They told me to throw away the broken nossel and that they would send me out the new aluminium nossel as a replacement,