Brodex, Why Do I Bother?

Discussion in 'Water Fed Pole Cleaning' started by Extremecleansussex, Dec 3, 2012.

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  1. Extremecleansussex

    Extremecleansussex Active Member
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    I ordered a pair of 18ft poles in the 23rd of November and have had to chase them up twice. Late today I got a text to say they've been despatched and will be here tomorrow.

    Twelve days? Why? I asked the question and they said they've taken 120 orders on this promotion. Can they only manage to despatch 12 orders a day? Total waste of time they are, I don't know why I bother.

    Rant over.
     
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  2. dsalkeld

    dsalkeld Newcomer
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    Do they use China Post?!?
     
  3. harunh

    harunh Legend
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    brodex is going down
     
  4. Squeak and Bubbles

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    I had the same issue 2 years ago with them. I will never use them again. **** customer service. They will never changed.
     
  5. Johno1

    Johno1 Newcomer
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    Hi Extreme Clean,

    We told all our customers that our pole offer would take around 7 - 10 working days for delivery.

    Every time we have a special offer we are inundated with orders.

    We have sold more than 120 poles and make all our poles onsite hence the long delivery times.

    I do apologise for the delay and ensure they will be with you in the time scale given.

    Regards

    John.
     
  6. Extremecleansussex

    Extremecleansussex Active Member
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    Hi John,

    It's been eleven days now and I'm still waiting for the poles even though I had a text message from you yesterday saying they had been despatched and would be here today.

    I was not told that delivery would be 7-10 days until my third phone call to yourselves to find out where they were.


    I appreciate that you may have had a lot of orders but you've done promotions for long enough now to anticipate demand and stock up accordingly. After all you're not actually making anything, just assembling a few components.


    It's not just during promotions that your customer service is poor however; earlier this year I ordered a hose reel from you which was "in stock". Ten days later when I phoned to find out where my hose reel was I was told that new stock would be arriving Friday and it would be despatched the following week. I cancelled my order and had one delivered the next day by Ionic Systems. They then invoiced me and I had thirty days to pay while I had to make a number of phone calls to you to get my up front payment refunded.

    If you really are "committed to providing excellent customer service" as is rammed down our throats every time we try to contact you then you will listen to your customers and give them the service they require.

    At the end of the day your poles are keenly priced and I prefer aluminium to glass fibre or glass/carbon fibre mix. This however will not stop me going elsewhere if I feel the service I receive is poor. You only gave to read this forum to get an idea of what your potential customers think of you.

    Dave
     
  7. mark m

    mark m Hero
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    very well said Dave i look forward to john`s replie
     
  8. Johno1

    Johno1 Newcomer
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    Hi David,

    I doubled checked your order today and it was dispatched yesterday by TNT, I also checked their website and your poles have been out for delivery since 8am this morning. I will have to take this up with TNT tomorrow.

    I am not to sure what was stated on your initial phone call but when a special offer is running we state 7-10 working days due to the high order volumes. Your order was placed on 23rd November which means you will receive your order within this time as we don't work over the weekends.

    We do try to anticipate special offer orders but they usually exceed our expectations. We DO actually manufacture all our poles onsite not just assembling a few components. Why don't you come into our factory at some stage and I will show you how the process works?

    I am trying my upmost to change the way we deal with customer service issues and I believe we have improved over the last few months.

    I am fully committed to changing and improving us from delivery times and customer services right through to improving our machines, poles and accessories.

    I would like you to deal with me only from now and can assure you the service will be vastly improved.

    I will email you tomorrow with my direct work mobile number.

    Regards

    John
     
  9. harunh

    harunh Legend
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    Brodex cant u be a good reliable company ? This will help your sales
     
  10. Extremecleansussex

    Extremecleansussex Active Member
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    I spoke with John at Brodex. He's working on improving their customer service as they know it's not as good as it could be.

    I'm happy to give them the chance to prove themselves. If you've any problems it's worth talking to John and he'll sort things out for you.

    Thanks for your help John.
     
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