MRK

I’ve been wanting a set of driving lights to give me decent night vision while driving along my country roads at night. Now knowing that there are several different types on the market I researched it, and came to the conclusion, mostly due to cost and ease of fitting that I would go to Scoobysport. They can fit them, and they are only 45mins away.

Well I phoned them, and said “I would like a set of your Cibies please”, the reply came back “sorry we are out of stock, but we will call you when they come in”.

A few weeks later, no call, so I rang back, and I they had just sold out of them again. I felt like saying that you promised to call, but couldn’t be bothered, I’m so fed up with this kind of treatment from shops and the like. So anyway I got the same line that they would call me as soon as they had stock. A week or so.

I waited, and waited, and decided that if they cannot be bothered to honour their word of a simple phone call, I’ll take me business elsewhere. This is not the first time I've 'tried' to buy something from them!!

More research showed up that Scoobymania also sold the Cibies, but with a clear lense, but were slightly more expensive. So I quickly filled out one their internet forms asking for the difference and power of the bulb etc. A couple simple questions for them to answer, that would have made a sale!! I actually liked the look of Scoobymania’s better being a clear lense.

I heard nothing from Scoobymania, so I e-mailed them, twice. No response, and a week had passed.

All I’m getting at is that do these companies understand customer care, and that there are new Scooby accessory places springing up all the time, and if someone says I’ll call you, then they should. I hate chasing these people just so they can take my money. And as for others not even replying to services they set up on their websites. [edited by webmaster to remove potentially libellous comments] All I was after was a phone call, or a little information, simple basic stuff. What would happen if you bought a suspension kit, exhaust, something expensive and high tech and something failed, or went wrong? [edited by webmaster to remove potentially libellous comments]

Well their loss, because there are loads of places to buy from. They do not have a monopoly anymore. And that’s the attitude I think they have. We are the oldest, the original's.!!.

I’m actually going to get a set of PIAA’s from my dealer Wilsons of Romford, as they always call back, offer good service, never let me down, and treat me with a little respect.

Anyone else getting fed up with this kind of serivce?


M [img]images/smilies/mad.gif[/img]


[Edited by webmaster - 3/26/2003 1:39:48 PM]

ex-webby

Hi

Rather than just deleting this, I've edited out 2 sentences that were potentially libellous. Please keep it clean and there will be no need to remove this, otherwise the thread will have to be deleted.

Regards

webmaster

MRK

OOPPPPsssss, they were really libellous? Sorry

medders

Funny you say this.......

http://www.scoobynet.co.uk/bbs/thread.asp?threadid=189289

Paul

Old_Fart

I've had fine service fron Scoobysport, Scoobymania, BRD, Graham Goode, Wilsons, TDI and TSL. I spend WAY too much money!
I've also had poor service from Scoobysport and Scoobymania on occasion. I think of those 2 more as 'enthusiastic amatures' than real businesses though, and I've learnt to only order stuff that's in stock.
If you want A1 service BRD, Graham Goode and Wilsons (Roger in particular) really stand out as the most professional.
Ummm I haven't had a valet yet so can't make any really inflammatory statements about non-banner holding companies LOL
Chuck

Floyd

iTrader: (9)

I've not really bought anything from any scoob specialist until recently. I've been ringing and emailing companies regarding the imminent purchase of a brake kit and the ones that have stood out so far have been TSL and Banshee motorsport. Des at Banshee being particularly keen to assist.

F

Andy Tang

iTrader: (3)

In my Subaru owning past, I've used a 'few' companies and these are the ones I will always recommend and hopefully use again!

Cheam Motors - Always a top notch service. Things turned up when I was told they would, if they didn't I got a phone call.

BR Developments - They were very flexible when I needed to move a booking. I have nothing but good things to say about this company.

Nitosport - I'm friends with Nito, so I'd be biased, but I know lots of customers who would sing their praises!

Graham Goode Racing - Very good service and I had full faith in their predicted delivery times! They provided a very good service on several occasions!

J-Spec - I know Pete, but I recommended that a friend try them. My friend got an excellent service and when things didn't turn up on the day, Pete was proactive is chasing it up and phoning my friend. The issue was with the courier company rather than J-Spec.

Pete Croney

Mark

I'm sorry that we have let you down. We have to give priority to people who ordering and/or booking in for fitting and sometimes the notes we make from people who were interested/enquiring don't get followed up. I would like them all to be, but there is only so much that my guys can achieve in a day and if the phones or non stop (they usually are) then follow up calls to general enquiries go by the wayside. Because of this I ask customers to call us back. Follow up calls to customers who have placed a firm order get high priority.

The problem can be even more frustrating when we get endless streams of calls asking us how to fit a product that has been bought from another supplier, because that supplier either doesn't know or can't be arsed to explain the answer to the question. We still give all the help we can.

In a perfect world, I would have enough phone lines and staff to cover all eventualities, but then my overheads would be so high that no one would buy our products. Its a catch 22 situation.

We do try our best and I hope you may give us another chance to help in the future.

ian_sadler

I do tend to get most of my bits from Scoobysport and have always been very happy

Only one has Pete not replyed to one of my mails but thats prob. cos he has filtered my name out cos he is on my mailing list for all the crap funnies that I get sent and send around

Ian

MRK

WHOA Medders thats quite a thread, darn constructive too. SM does have far to many excuses, which I do not think are justified, and are just that, excuses.

The Old Fart is spot on about Roger at Wilson’s, he is a miracle, every shop should have a Roger behind the counter. I wonder if we can clone him??

Pete, Thankyou very much for your post, it is much appreciated, and I understand the difficulties, but when I phoned both times I said, “I want to buy a set of Cibies please’, there was no enquiry, just please sell me! So according to you I should have had priority, but I didn’t I probably got scribbled down on a piece of paper, then thrown away at the end of the day. You had a sale there and then, now it and possibly subsequent sales are gone.

This type of service is all too common today, from a lot of all types of retailers and I am now with the feeling that if I want something, I give them a chance, if the retailer promises something and does not deliver, or is not helpful, I walk away. I will not and should not have to fight for the right to buy a product, Simple.


M

lordlucan

MRK - you made the right choice, in 2 years I spent more on bulbs for the Cibies than the lights cost !! Something to do with the design I was told..

J.

gareth60

While were on the subject and i'm in a mood anyway, i'll have a moan also.

I had some standard wrx suspension fitted to my Sti last year by one of the above specialists. I know they didn't recommend it, but it was my decision and I expected it to be fitted correctly.

I recently had my car checked out my Jap Performance in Altershot (excellent guys there ) and the manager took my car out for a quick road test. When he came back, he got out of my car looking a bit worried, walked into his workshop and came out with a camber adjuster. He then said "they shouldn't handle like that, I almost lost it on the roundabout". He then went on to explain that my camber was totally out, NSF being 0.5 deg negative and OSF being 0.75 deg positive.

When this suspension was being fitted asked how then did the alignment and I was told "Oh, we just mark the struts and put them back where the other ones were" I was also told that when I was enquiring about the suspension that the WRX suspension would not fit an STI and new top plates were needed and "sir would be better off buying a leda setup". The suspension struts are identical !!!!

Anyway, I’m please I’ve got that off my chest and I take a very dim view on this a will not buy anything else from them out of principle. Shame really, as I’m looking at buying a new set of wheels / tires and they have the ones I want.

Gareth.

medders

Thanks MRK

You hit the nail on the head. Having to fight to spend your money with a shop !!! What is the world coming to?


Saying that though, I tried someone else.... CARS
http://www.cars.u-net.com/carsrallysporthomepage.htm

Knowledgeable on the phone, very helpful. Took my money, order came next day.
Thats more like it.

Paul

-=Buzz=-

If I was the ranting sort I might be moaning about TSL. I ordered some repeaters and front reflectors from Paul on Monday, for next day delivery. As of 3 pm Wednesday they were in Dartford, and I dont expect to get them until tomorrow earliest!

Im in Hull, TSL are in Nottingham, so how on EARTH have they ended up in Dartford??

I dont blame TSL in any way (yet, eh Leslie? ) and we'll see if its an honest addressing mistake, or if the post office have thrown a wobbler. Ive chatted with TSL numerous times and enjoyed every conversation - they are courteous, helpful, genuinely appear concerned about where things are, and as helpful as possible. Cant ask for much more (except the bits )

That was my first item bought online, but it wont put me off trying again. Im going to buy some Morettes in the next month or so, then a spoiler, both for my 01, and I want them colour coding etc, so that must be the best part of £1000. Im more than lilely going to stick with TSL, but I think I'll go and collect my parts

stiscooby

I was at scoobysport a while ago and came away thinking about there attitude to customers……..took my car there for a 45K service, which I have to say I don’t have a problem with seems to be fine, but while there I asked if they could check out a knocking noise which I can hear at the left rear of my car.

Having not looked at this during the service, as asked, one of there “mechanics” came with me for a drive up the road so they could hear the knocking noise. On our return his comment was “oh well it’s probably just bit of dirt or something”.

Now I am no mechanic but I ain’t that stupid! Don’t know if he was having a bad day or summat but I wasn’t exactly bowled over with his willingness to help.
Just thought considering I just spent nearly £400 on a service there they/he would have been a little bit more helpful. Kind of got the impression of “got our money now go” type attitude.

Anyway I will probably be going back there soon for a new clutch so I will see what type of “service” I receive then.

revitt

Let me see if I have got this straight.

You are not happy with their service so you are going to reward them by throwing another bucket load of money at them.

stiscooby

I said "probably" not definitely.

The main reason for using them is they are closest to me. My car being a Jap import makes it bit more difficult to get it serviced locally.

I wasn't unhappy with what they done or thought I was getting ripped off, just the attitude, and that wasn't from Pete etc it was from one of the mechanics.

I have also spoken to TSL a few times and always seem to be very friendly/helpful and always reply to e-mails etc and even called me back when they said! Would prefer to go there to be honest but it's just too far for me to go

MRK

Hey chappers

I received an e-mail from Pete Croney today. And I can tell you I was a little worried at first, thinking I might get a telling off

Here it is:


Dear Mark

I have read your recent post and taken on board the comments that you have
made. I am sorry that we let you down and hope we can put things right in
the future.

I am having a good chat with every member of staff over the weekend, as it
really hurts to read things like I just have. I started the business with
customer care as the highest priority and it was this attitude that got us
where we are. To stay there, I obviously need to keep my guys on their toes
and drum the importance of customer care into them.

I will achieve this and hope that next time you call, we give the service
that you quite rightly expect from us.

Regards

Pete


I think those that have had bad customer care should pass on the good word that Pete is listening and wants his potential customers to be treated right, and not to fight to spend their money. Afterall I firmly believe that it is the way a company deals with its problems or mistakes that sets it out and above from others, as unfortunately they do arise. And this is definitely a positive attitude by Scoobysport. And no I didn’t get any free stuff. Would have been nice though Pete. LOL :-)



As for Scoobymania, well I think Medders thread sums them up, as all they’ve done if offer blatant excuses.



So I will certainly call Scoobysport next time I need some goodies


M

chris singleton

Pete is a top bloke and has always been extremely helpful replying to my e-mails and calls when I've had problems (and there have been quite a few - nothing to do with SS I might add). He's also a scooby enthusiast which helps but obviously as a company grows and more people are employed not everyone is going to be as enthusiastic.

Scooby's aren't the be all and end all for some people it might just be a job (and how many people enjoy their jobs? I know I dont) although this doesn't excuse poor customer service.

Just my 2p's worth.

Chris

alcazar

iTrader: (2)

In the end, we ought to look at the volume of sales done by these guys, most of whom are small businesses.
I've had dealings with Scoobysport, and TSL, also Godspeed. Now I wouldn't say that any of them are large concerns, BUT: I've had professional service from each one. Both TSL, and Scoobysport made minor mistakes with items I bought, and both corrected their mistakes with a smile and an apology.
All 3 had the time to discuss my needs, and were friendly and attentive.
I'm sure that mistakes happen in most companies, but look at the way they are dealt with, and whether or not they seem to want to put it right, and then tell me that we haven't got a pretty good set of guys out there....at least if the ones I've dealt with are owt to go by:
Alcazar

Pogue

I ordered a set of guages from Scoobymania yesterday, gave them all the part numbers, got the prices, gave them my credit card and delivery details, was told they were in stock and would be with me today. If there were any problems they would call me.

Rang them today to find out where they had got to and was told there was no trace of my order !?!?!

I thought I'd give them another chance and reordered only to be told the prices were now different +£11 and they weren't in stock even though the person who'd originally took my order the day before said he had them in his hand !

Now this is the first thing I've tried to order for my Scoob (only had it 6 days) and it's not a very encouraging experience.

The thing that really bothers me is what happened to my credit card number when it was written down, has the bit of paper been lost or thrown away ? Doesn't bear thinking about really.

SpongebobSquarepants

I ordered a STi version 6 spoiler from GradeASubaru on Wednesday afternoon, and the damned thing was in my house at 9.15 the next morning!!!
Spongebob

gregh

>> The problem can be even more frustrating when we get endless
>> streams of calls asking us how to fit a product that has been >> bought from another supplier

IMHO you've got to stop helping these people Pete, if it's hurting sales. Or have a tech helpe line that costs 50p a minute or something

Greg

-=Buzz=-

I did today, from Lesley at TSL (I've got the spelling right now)cos my repeaters have gone walkabout - got a key ring for my new Scoob keys , some TSL stickers and a tax disc holder to replace the garish "Car Supermarket" one, along with the refund receipt for the postage I'd paid and a letter of apology for the delay in receipt of my goods which may have been the Post Office's fault anyway!

See, they love us all really

Some may scoff that they are small items, but it's just jealousy

Kippax

if a company makes a mistake, thats OK as long as they put it right. we all make mistakes. i forget the number of times pete croney has responded to a complaint with an apology on this bbs and that is to his credit. its a shame other scooby specialist arent big enough to do the same.