late deliveries

[gloryboy]

HELP

does anyone still have a copy of the memo/communication where we were told not to chase orders, not to worry if orders missed delivery vans because ho would contact customers. if so please could you send me a copy/scan a copy.

7 of my orders missing from delivery wednesday, got the usual call, sales support v. helpful arranged what orders could wait until next van and what had to be sent by courier.

Friday, still waiting for blinds, ring sales support to find that despatch all gone home noone can find out if blinds sent, later find that blinds sent today for delivery tomorrow, great for the fits booked for today. so i asks that ho phone customers to advise late delivery etc. etc. as per the above instruction, oh no not our responsibility, your customers your responsibility.
boll*cks thinks i. so if i could get a copy to back up my arguement i'd be very grateful.

looks like the second Saturday running i'll be sat on my ar*e when i should be fitting blinds booked in weeks ago.

sorry for ranting! fortunately i've calmed down over the last few hours or this post would have been censored.

[mendipmagpie]

Hi Gloryboy
Cant find the memo but I remember that a selling point for SAM was that with pre-booked fittings it was the case that if fit could not be met a H/O person would ring the customer and sort reason and new fit date. This would save us the time and aggrevation. Ha ha
Have had the same situation twice this week.
MM

[RED]

gloryboy said:

HELP

does anyone still have a copy of the memo/communication where we were told not to chase orders, not to worry if orders missed delivery vans because ho would contact customers. if so please could you send me a copy/scan a copy.

7 of my orders missing from delivery wednesday, got the usual call, sales support v. helpful arranged what orders could wait until next van and what had to be sent by courier.

Friday, still waiting for blinds, ring sales support to find that despatch all gone home noone can find out if blinds sent, later find that blinds sent today for delivery tomorrow, great for the fits booked for today. so i asks that ho phone customers to advise late delivery etc. etc. as per the above instruction, oh no not our responsibility, your customers your responsibility.
boll*cks thinks i. so if i could get a copy to back up my arguement i'd be very grateful.

looks like the second Saturday running i'll be sat on my ar*e when i should be fitting blinds booked in weeks ago.

sorry for ranting! fortunately i've calmed down over the last few hours or this post would have been censored.

Hi Gloryboy,
This is just one of the many reasons that I do not use the fitting part of my diary. Every week something does not turn up and if I had a diary set out with Hillary's then it all goes to pot. I just take the order, issue them with the receipt and cross out the fitting date, tell them you will ring when they are ready.
Only drawback with this is if customer rings H/Office they tell them whatever time you put in on SAM.
Can not get H/O to take no notice of the fit times and it is so rigid that you have to put a fitting time in. Its not that rigid though when you ring in to convert a quote to a sale as they don't put one in unless you ask them to.

Red

[amberley]

Hi Gloryboy
Can't remember seeing anything in writing but we were DEFINITELY told by FSMs that if Hillarys were unable to meet fitting date THEY would telephone the customer. As you say it was one of the selling points of SAM but now they seem to deny all knowledge of it

[farmer]

stonehills said:

gloryboy said:

HELP

does anyone still have a copy of the memo/communication where we were told not to chase orders, not to worry if orders missed delivery vans because ho would contact customers. if so please could you send me a copy/scan a copy.

7 of my orders missing from delivery wednesday, got the usual call, sales support v. helpful arranged what orders could wait until next van and what had to be sent by courier.

Friday, still waiting for blinds, ring sales support to find that despatch all gone home noone can find out if blinds sent, later find that blinds sent today for delivery tomorrow, great for the fits booked for today. so i asks that ho phone customers to advise late delivery etc. etc. as per the above instruction, oh no not our responsibility, your customers your responsibility.
boll*cks thinks i. so if i could get a copy to back up my arguement i'd be very grateful.

looks like the second Saturday running i'll be sat on my ar*e when i should be fitting blinds booked in weeks ago.

sorry for ranting! fortunately i've calmed down over the last few hours or this post would have been censored.

Hi Gloryboy,
This is just one of the many reasons that I do not use the fitting part of my diary. Every week something does not turn up and if I had a diary set out with Hillary's then it all goes to pot. I just take the order, issue them with the receipt and cross out the fitting date, tell them you will ring when they are ready.
Only drawback with this is if customer rings H/Office they tell them whatever time you put in on SAM.
Can not get H/O to take no notice of the fit times and it is so rigid that you have to put a fitting time in. Its not that rigid though when you ring in to convert a quote to a sale as they don't put one in unless you ask them to.

Red

same here. I always use and always will use a false fit date. making it clear to the customer that i will contact them for fitting.

the reliablity of deliveries is diabolical.
Only this week, headrail missing, louvres missing, I could go on........Rememeber it is OUR business, run it your way.

[Blind Scout]

Can't find memo, but it came out before Christmas. I have been chasing Occa Frost Romans, ordered on SAM in November, but went OOS the day after ordering. After chasing by e-mail, I was informed should be coming in 13th march subject to passing QC. So thursday e-mail again to get latest, and was told failed QC. So I e-mailed back asking for CC to contact customer and explain to customer as he was very likly to cancell and that I would need invoices re-issued to cover the blinds already fitted. A reply told me to get on with it as I know the customer (also 38miles round trip away). They just don't want the flak.

However, just as well I havn't phoned yet, my tracking report says they are on my next van. If I believe that, but I will wait just in case.

On Tuesday, had a call from support, large order had missed the van, do I need it couriered? Jobs not due for fitting until next Tues, after next van. I sometimes wonder what goes on in the Grey Matter Towers.

[phugly]

I no longer believe what my tracking report tells me. Orders marked up as "On next Van" have not arrived. Goods returned weeks ago are still shown as "to be returned".
In the past this was the best bit of info coming out of Nottingham. This is no longer the case.
How are we supposed to run our businesses if the info we are getting is not accurate

[desmorse]

phugly said:

I no longer believe what my tracking report tells me. Orders marked up as "On next Van" have not arrived. Goods returned weeks ago are still shown as "to be returned".
In the past this was the best bit of info coming out of Nottingham. This is no longer the case.
How are we supposed to run our businesses if the info we are getting is not accurate

Paul Dainty is the man to remove rubbish from your tracking report. I was told I wasn't allowed to speak to him (how childish is that?) but I sent him in a marked up tracking report and he deleted most of what I asked for.

[locksewdd]

Late Deliveries
I have spent many hours over the past four weeks on the day of my delivery calling the service centre due to errors in my deliveries or invoices and in fact on several occasions I have had to make my own invoices as blinds dispatched without them and phoned and phoned and always told it will be sent but they never do.
Now is it just me or other people getting the runaround firstly i had a customer order opus (nuvo curved white) six weeks ago and booked fit for three weeks later, tracking report said blinds coming on next van on week3, delivery driver not have blinds, phoned service to be told well them upvc things can take abit longer, following week showed on tracking report but yet again no delivery, phoned service to be told problem at belgium but you will definately have them next week and guess what next week came and went with still no blinds, now this is where the frustration really kicks in, from the date my customer ordered i took two other orders two weeks after for the same blinds and they were fitted when they should have been.
so the excuse of problem at belgium or them upvc things take a bit longer doesnt stack up, i just wish some one would take ownership when there is a problem rather than fob you off with an excuse/lie or blame someone else. The most common excuse i get when there is a problem with deliveries is we cant get washington to answer the phone so we have to email and wait for a response, A MULTI MILLION POUND COMPANY and dispatch wont answer the phone what twaddle, then you have to phone your customer with an excuse for someone elses f**k up,bet they get their wages why doesnt the company fine them.

[locksewdd]

COURIERS (dispatch Read This)(especially WASHINGTON)

Blinds never arrived on delivery although tracking report said they were coming (how unusual I hear you all thinking), I then had to ring service centre not once not twice but six times over five hours, got someone different every time and had to retell the story like a clown. guess what every one was going to call back but no-one did (have they been trained by FSM's on calling you back) eventually managed to speak to someone who was willing to take ownership of the problem and she was extremely helpful and tracked the blinds down in one phone call (i think there was VIPS visiting washington so they answered the phone on that occasion). Anyway had to then convince the operator that i needed blinds for customer and i needed them couried up asap, left strict delivery instructions, garage unlocked please leave in garage. Went to work on leads in morning promised courier before 12 and booked fit for early pm. came home at 1pm to pick up blinds now your all thinking courier didnt come but guess what he did at 10.30am (well done the courier) only one slight problem he could'nt, he would'nt leave blinds without signature, so he took them back to Glasgow which is 45 miles away, he did leave me a card, called number on card and they wanted me then to drive to glasgow 90miles round trip to collect or alternatively they would do me a favour and send the driver back I opted for the second choice and then had to sit and wait FIVE HOURS for him to return. (IT WAS NOT THE COURIERS FAULT) as when he did appear his delivery note had no instructions about leaving without signature in garage.
The upshot was i missed 2 leads of which only one would reappoint and had to also cancel fit so it cost me dearly. checked with service who read back to me over the phone about delivery instructions however dispatch or whoever arranges courier failed to transfer info to courier.THANK YOU who ever you are I hope you wages were ok for you as mine was'nt.
Please note who-ever you are if you screw up it costs us self employed who are struggling to make an income on the best of days money.

[dodgybracket]

locksewdd said:

COURIERS (dispatch Read This)(especially WASHINGTON)

Blinds never arrived on delivery although tracking report said they were coming (how unusual I hear you all thinking), I then had to ring service centre not once not twice but six times over five hours, got someone different every time and had to retell the story like a clown. guess what every one was going to call back but no-one did (have they been trained by FSM's on calling you back) eventually managed to speak to someone who was willing to take ownership of the problem and she was extremely helpful and tracked the blinds down in one phone call (i think there was VIPS visiting washington so they answered the phone on that occasion). Anyway had to then convince the operator that i needed blinds for customer and i needed them couried up asap, left strict delivery instructions, garage unlocked please leave in garage. Went to work on leads in morning promised courier before 12 and booked fit for early pm. came home at 1pm to pick up blinds now your all thinking courier didnt come but guess what he did at 10.30am (well done the courier) only one slight problem he could'nt, he would'nt leave blinds without signature, so he took them back to Glasgow which is 45 miles away, he did leave me a card, called number on card and they wanted me then to drive to glasgow 90miles round trip to collect or alternatively they would do me a favour and send the driver back I opted for the second choice and then had to sit and wait FIVE HOURS for him to return. (IT WAS NOT THE COURIERS FAULT) as when he did appear his delivery note had no instructions about leaving without signature in garage.
The upshot was i missed 2 leads of which only one would reappoint and had to also cancel fit so it cost me dearly. checked with service who read back to me over the phone about delivery instructions however dispatch or whoever arranges courier failed to transfer info to courier.THANK YOU who ever you are I hope you wages were ok for you as mine was'nt.
Please note who-ever you are if you screw up it costs us self employed who are struggling to make an income on the best of days money.

Dont worry mate, all this is being sorted by Hereticus and his mates in Head Office who have everything under control.
Deliveries was a big issue at the Forum--look at the progress there???

Stolen Commission was a big issue there--look at the progress on that?

I hear they are planning the First Anniversary Party for the Forum Meetings already---Apparently its a p***-up in a brewery--dont expect that to happen either??

[reginald]

Hi there "locksewd" dont worry its not just you that has problems with despatch, I have been trying to get invoices for blinds that I fitted over 4 weeks ago. Despatch have been e-mailed 9 yes 9 times including copies being cc,d to despatch manager and fsm. I am still waiting, the blinds were paid for on fitting by debit card via sam so hillarys have the money but can I get my commision, can I bloody hell, if anyone knows how to get someone to move their ar*e and get these bloody invoices to me please please let me know as for the p*** up in a brewery they couldnt manage that if they left the tap running

[farmer]

reginald said:

Hi there "locksewd" dont worry its not just you that has problems with despatch, I have been trying to get invoices for blinds that I fitted over 4 weeks ago. Despatch have been e-mailed 9 yes 9 times including copies being cc,d to despatch manager and fsm. I am still waiting, the blinds were paid for on fitting by debit card via sam so hillarys have the money but can I get my commision, can I bloody hell, if anyone knows how to get someone to move their ar*e and get these bloody invoices to me please please let me know as for the p*** up in a brewery they couldnt manage that if they left the tap running

Only answer is, is to make out your own invoice to customer, take payment, keep it until the incompetents start asking where it is in about 6 months time. Meanwhile money is in your bank making interest..


God its just getting worse isn't it.

Its time things were moving...........

[greenpesto]

If you want action on anything that gets pushed to one side can I suggest that you email the person or department concerned but cc each email to your FSM or his boss e.g. RossK & even to John Risman or even to all of them ..... that tends to make those 'lazy arse's' sit up & do something about it!!!

It makes for a great incentive for them to take action & they then know you mean business!!!!!