Thanks DMGRS

[murphyv310]

Hi.
Pity to read this on open forum. DMGRS in my mind is an excellent trader but he is after all a human being and just like 100% of the population will make the occasional blunder. I'm sure you will receive the correct parts and the job will be done!
One thing I've learned in my long car fixing life NEVER strip anything down till you have the parts in your hand and have double checked they are the correct items!

[oscarsaudio]

Sorry to poor more negative comments but here goes -

Ordered clutch & slave unit on the 19/5 emailed within 1/2 hr saying dispatched

The ordered wasn't actually dispatched (dropped off at UPS drop off point) until late 16.50 ? on the 20/5

Ignored my emails asking for tracking info

Its not the fact it wasn't dispatched until the 20/5 its the LIES I don't like

part of an email in response - Most companies take 48-72 hours to reply to emails - less than 24 hours is pretty quick by most standards. I've had some take several days in the past - incredibly frustrating, I'm sure you'll agree.

Great parts , but very non caring and poor customer service I.M.O

[Simondi]

Guys, if you have a problem with any member, trader or not, when purchasing goods please try and resolve this between yourselves.

Entering into a he says/ she says argument rarely resolves the problem and benefits no one.

If in doubt please refer to the forum rules

[DMGRS]

Originally Posted by oscarsaudio

Sorry to poor more negative comments but here goes -

Ordered clutch & slave unit on the 19/5 emailed within 1/2 hr saying dispatched

The ordered wasn't actually dispatched (dropped off at UPS drop off point) until late 16.50 ? on the 20/5

Ignored my emails asking for tracking info

Its not the fact it wasn't dispatched until the 20/5 its the LIES I don't like

part of an email in response - Most companies take 48-72 hours to reply to emails - less than 24 hours is pretty quick by most standards. I've had some take several days in the past - incredibly frustrating, I'm sure you'll agree.

Great parts , but very non caring and poor customer service I.M.O

At no point did I lie - I booked the courier on the 19th, and it didn't get checked into the UPS Access Point until the 20th. I'd invite you to publicly point out how I lied.

Second point, you expect an immediate email reply. I do reply to emails 'near immediately' - that is, if I'm out on the road (which I happened to be on the afternoon you sent your message) I cannot reply to messages. I can post on the forum as my tablet PC allows this - and while waiting at customer's premises or garages I'll often jump on the forum to post.
I received an email on the 22nd in the morning, and didn't reply to it until later that day. I don't see that as non-caring.

Finally, I don't think my email response was out of order at all, I think very reasonable considering I'd been out all day.

I'm happy to provide members with any additional details needed to put their mind at rest regarding this case - I did nothing wrong, replied to an email within 24 hours (which apparently isn't good enough) and posted the item promptly. You just can't please some people.

Mods, please leave the post up as I've given my side, and I'm sure members will agree I'm not in the wrong.
I've also disabled this customer's account on my systems, as I can't be doing with the stress of unrealistic expectations of a sole trader trying to make a living.

[DMGRS]

Originally Posted by johnnyg62

You replyed to me on fri morning to tell me you would send correct arm, why was it only dispatched yesterday, when you were informed it was desperately required because car was off road with original arm removed. I am presently taking annual leave to cover lack of car,
Hope arm arrives tomorrow and this is an end to this saga.

Unfortunately I had sent out my last replacement just before the Bank Holiday, and was waiting for the new stock to arrive.
I know it may not be something you'll consider, however if you're ever thinking of placing another order, drop me a message first and I'll sort you some discount and a couple of freebies by way of an apology.

[Godfer]

My item (ordered on Monday - a Bank Holiday) arrived today!

[DMGRS]

Originally Posted by Godfer

My item (ordered on Monday - a Bank Holiday) arrived today!

A much more typical experience (I'd hope anyway) - glad you're happy.

[oscarsaudio]

OK if want a spat on a public forum fine

FACT - email on 19/5 your has been dispatched --this was false ,dispatch in my mind means packed and with the courier !

FACT - from UPS tracking info - 20/5 16.50 The shipment has been dropped off and is now at a UPS Retail Location. --- according to UPS this means the parcel was dropped off at their drop off point by the sender !

FACT - Emailed you on 21/5 just asking for tracking info nothing more nothing less .

FACT- You replied 23/5 12.22 am --Hello Oscar, it's showing as delivered today at 13:07 - can you confirm this is correct?

As I have said great parts and if you couldn't dispatch straight away not a problem as long as you had let me know its the lies and lack of timely response that leaves a sour taste in the mouth.With smart phones , tablets , laptops etc there is no reason why you can not respond to emails.

One question why is it you can not respond to emails BUT you can send an email saying items are dispatched ?

If as I now believe the dispatch email is an automated response I would suggest you remove this function ,all the vast majority of customers want is honesty if you can't always dispatch same day DON'T tell the customer you have .

little quote i like " under promise over deliver "

[DMGRS]

I completely agree with 'under promise over deliver' - it's what I try to achieve with every order, as per most other posts in this thread. I've been up until the early hours during promotions making sure orders go out on time.

The 'dispatch' notification is generated once stock is assigned to an order and there's no other reason it can't be released to the courier (for example a payment or account issue) - so once this was sent to you your item was packed, with a courier label attached and on the way to the local Access Point.

Unfortunately lack of email on my tablet isn't something I can't sort until I upgrade later in the year - I do have access on my 'phone, however the screen is pretty small and I usually just jump on emails between deliveries. If I'm waiting for a reply from a courier or supplier (for example chasing stock) there may be a small delay, however usually I'm pretty much on the ball. The only exception is if my email software decides a message is spam, which I've got a hold on now but it used to remove a fair few legitimate messages.

I'll of course take your feedback on board - I do appreciate all feedback, and I'll always change things to benefit the customer if I can. I'm not some multi-national company with shareholders to please and hundreds of hoops to jump through - if there's a process that causes a problem, it's good that I can change it straight away to make sure it doesn't happen again.

I'll leave it there, I do agree the dispatch notification can be misleading, however I don't believe I've made any major mistakes in the handling of this order. Agree to disagree, and all that.

[oscarsaudio]

Matt,

I realize its very tough trying to run everything yourself. Now tell me to mind my own business and do one but in your situation I would -

Remove the automated dispatch email response only send a dispatch notice once with the item is with the courier. This will save any confusion

Place a notice on you website stating your not always able to answer emails during (enter hours ) but that emails will be answered asap and always within 24 hrs .

I feel if you leave things as they are and you start to grow your business your just going to create your own headaches .Don't try and do the impossible.

Happy to help via pm if you want.

All the best Oscar