Let down again ?

[hereticus]

I'll share this one, even though its nothing out of the ordinary, because it has a little twist at the end.

Four weeks ago today I placed an order for two verticals, three wodd venetians, and three 25mm platinum venetians, with a fit date of today arranged specifically because the customer had a day off work already booked.

The verticals and wood venetains were delivered to me within ten days of order, but somehow the platinum venetians got stuck in the system. A couple of weeks ago I noticed through my tracking report that they were still showing as 'in planning' so I chased through the service centre to get things moving. This Monday's tracking report showed two ready and one awaiting completion so I chased again to make sure that they would bo on Wednesday's van. Of course, as you can all predict, they weren't. So on Wednesday afternoon I phoned to request carrier despatch but was told that I would have to phone back on Thursday because they can't take carrier requests after two o'clock (why ?). Early on Thursday morning I made the request and the lad I spoke too assured me that it would happen.

So I wait in this morning, starts to get late so chase again (this time having the good fortune to speak to Melissa, who is always reliable) only to learn that the carrier request had not been made properly and the blinds were still in despatch ! So, I lose a morning's work because I haven't received blinds ordered a month ago (and having received other platinum venetians ordered much more recently), and I now also have to take 2 hours out of next weeks diary to do the fit, losing availability for three potential sales appointments.

Obviously I'm not happy, and the customer is not happy and, if she were so minded, she could probably negotiate a discount which would then reduce my commission (she won't). Also, having lost three sales slots, this has cost me more than £ 50.00 as a very conservative estimate.

So, what's the twist in the tale ? Well, this afternoon I received a phone call from the lad who took the carrier request yesterday and I was absolutely astounded at what he had to say to me. It was the first time in fifteen years that someone in the service centre had phoned me for the sole and specific purpose of acknowledging an error, accepting that it was entirely his fault, and offering his personal apologies. Forgive me for losing the plot but I actually smiled.

[gloryboy]

i heard today that metal venetians are running a week late so expect more problems to come, i've also had 2 orders miss this weeks van, at last contact with sales support this afternoon, one still hadn't been completed, no chance of fitting it Monday morning. Guess who'll be contacting customer then, not ho as per there guidelines but muggins.

[phugly]

I still have a whole house full of woods "in Planning" that should have been fitted two weeks ago, with no indication of when they will be ready

[desmorse]

Me too.
Not only al. venetians, but verts as well. I have an order for 2 clouds beige @ £99. 1 has been made at Nottingham and was delivered yesterday, the other has been made at Washington and is due next Thursday, even though fit date is Monday

[phugly]

Just found that blinds (verts) due for fitting today have not been delivered. Had to let another custmer down. Probably partly my fault for not checking delivery this week but even so, they should have been here.


Because of this problem of blinds not turning up in time for a pre aranged fit appointment, I took the step of ignoring the default 2 weeks on SAM and added a week. Looks like I might have to add another week which could put customers of when I tell them that its 4 weeks to fitting

[greenpesto]

I don't want to be accused of starting rumors ....

...but, it seems that there is a real problem at Hillarys if blinds are not going out on time.

There is an increase in the number of posts stating late deliveries.

I've had the same this week too!

Is this to be yet another problem to add to our list of grievances with Hillarys???

We've had the 'pride' followed by the 'arrogance'.... Is this the start of the 'fall' of the Hillarys empire?

[russell]

i have had same problem too! .late delivery no invoices and i started booking 3 weeks ahead from day 1 of sam.It makes NO DIFFERANCE booking a extra week as the order sits in the system longer so this method dos not work WHY do we have to try to work the system is my question to cover hillarys bad systems if they got it right we would be confident in working to correct procedures I HAVE MISSING STUFF every week


more worrying was a conversation i had yesterday with a longstanding head of dept who cares about the company who told me quality and service is on the down in most depts eg vens and verts they dont like the way the company is moving this worries me :-[and dont ask who told me this as i wont say

[RhinoNeil]

I too have got 2 customers who will be let down this week due to blinds not being delivered..Tried to chase them both up yesterday to be told they are still in planning after 2 weeks..Also, I'm beginning to get more and more false leads...Had a classic one this morning..customer rang to inquire if Hillarys do automatic blinds, as he was disabled and could not operate conventional blinds...the girl at head office told the customer she was not sure if we did automatic blinds...but booked muggings here into an appointment in case we do...It even said on my diary notes .."customer interested in automatic"....I thought this sounded a little strange, but as I do Awnings leads, I presumed it must be an awning appointment as this is the ONLY automatic product we sell..AS THE SALES TEAM DEFINITELY KNOW d**n WELL...Just another waste of my time and money

[dd1495]

With regards to "specialist" blinds. I have had two calls in a week where Cust Care told the customer we made verts that fit into the recess of an arched window!!!!! Wasnt aware till I got to the appointment as it said vertical on my diary.

[RED]

lapland said:

I too have got 2 customers who will be let down this week due to blinds not being delivered..Tried to chase them both up yesterday to be told they are still in planning after 2 weeks..Also, I'm beginning to get more and more false leads...Had a classic one this morning..customer rang to inquire if Hillarys do automatic blinds, as he was disabled and could not operate conventional blinds...the girl at head office told the customer she was not sure if we did automatic blinds...but booked muggings here into an appointment in case we do...It even said on my diary notes .."customer interested in automatic"....I thought this sounded a little strange, but as I do Awnings leads, I presumed it must be an awning appointment as this is the ONLY automatic product we sell..AS THE SALES TEAM DEFINITELY KNOW d**n WELL...Just another waste of my time and money

Why oh why are people still using Sam to book fit dates?.
It is over 1 year now since Sam went national and I thought everybody knew now that booking a customer on placing the order is fatal.
Just book it in to SAM as usual, but place them all for 1 slot on the same day so as not to clog up your diary and then tell the customer you will ring them as soon as you have blinds, cross out the fit date on the print out, tell them to take no notice of it and you will let them know.
I have very few problems this way.
Sorry to say this but Sam has caused more problems than it has solved.

Red

[tojaws]

Here Here

Thats what I've always done since I've had SAM. I have never booked a fit date with the thing

[kakalanka]

I always use the default (2weeks away) fit date for Sam, in general, works fine. Who needs all that phoning customer stuff......... done and dusted at completion of sale (with occasional refinements).

Kakalanka

[grumperbear]

l just move the default fit date to the next following Sat am single slot. As in previous agents post, cross off fitting date on customers copy, and give them a ring when the blinds are in.

l do it my way, the way that suits me, never mind the "sam sillary way"

[golfsthegame]

Have done it the SAM way since day 1, and not had any significant problems. If booked at time of sale in general you can forget having to arrange fittings by phone and not yet had a case where customer has forgotten you were coming to fit on that day. Also no calls asking whether blinds are in yet and putting pressure on to get them fitted as soon as possible.

[*Star*man*]

I have had no problem with late delivery of blinds ..... UNTIL this week , and 4 customers are to be let down! (mixture - but mainly Rollers)

Why has this suddenly occured ! and coincidental ? all the posts this week about missing product and late deliveries ?

Some thing has gone badly wrong at colwick and/ or washington.


Are they going to come clean and tell us?