gardiner poles!!

trevor peacock · May 30, 2018

been using them for years, the best. Loved the way you could ring up for advice and if the girl in the office couldn't help she'd transfer you to the workshop to the guys who really knew their stuff.

Progress, they now don't answer the phone, email and internet only, bloody annoying???

Cookie · May 30, 2018

If you leave a message they get back to you pretty quickly (within a few minutes in my experience).

scottish cleaning service · May 30, 2018

Aye, the girl only works part-time now she was telling me but never had a problem with an order. The best poles they sell so wouldn't want to go elsewhere. hassle or no hassle that's life I'm afraid.

Calamity joe · May 30, 2018

trevor peacock said:
been using them for years, the best. Loved the way you could ring up for advice and if the girl in the office couldn't help she'd transfer you to the workshop to the guys who really knew their stuff.
Progress, they now don't answer the phone, email and internet only, bloody annoying???

What question would you really need to ask them ?

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spruce · May 31, 2018

Calamity joe said:
What question would you really need to ask them ?

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Good question?

If Gardiner's had a dedicated team of telesales personnel on hand 24 hours a day to answer our questions, then the cost of buying equipment from them would increase considerably. Then the OP's gripe would be price related.

How do you make the best use of manpower when running a business? Aldi comes to mind. The checkout staff at the tills also pack shelves. I was told by a customer who works for Aldi that she spends more of her day packing shelves than serving at the till. She gets called to the till at peak periods which can be anytime.

I've often thought about where Gardiner's goes from here business wise. In any earlier life Bosch would break into a new market by employing Enduser representatives to approach users and promote their product. In time though, a dealer network would see the supply of this equipment as a way to expand their businesses, so Bosch would move their focus from costly Enduser sales to dealer suppliers.

Alex has done the hard bit - getting his product into the market place with a high level of customer acceptance. If he was in the Bosch world he would now focus his attention on finding a good supplier network. He already supplies Daqua and a few others in other countries. This way he would reduce his business costs as he would only be supplying a few specialised dealers and not hundreds of people like us. We as Endusers are costly to service with our ' pittance' orders every so often.

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steve garwood · May 31, 2018

Cookie said:
If you leave a message they get back to you pretty quickly (within a few minutes in my experience).

Then you got lucky. I love gardiners equipment and after sales, however, they never answer their phones, and when I’ve left messages, it has taken literally hours to get back.

Sometimes if they don’t get back to me within the hour, I phone Varitech who always answer the phone and therefore my enquiry, and they get my order

Alex Gardiner · May 31, 2018

Just to clarify for all of our customers - you can still call us on the phone & you can still speak to someone on the phone if you really need to

However the method for accessing our Customer Service team has changed somewhat.

Previously it was a lottery when you rang up with some clients always getting through and others getting an answer machine. Now all calls are routed to an answer phone message - at this point if you really need to speak to someone you can leave a message & our team will call you back to talk through your issue or order if a phone call is needed.

Why have we taken this step? Several reasons:

1. The volume of customer service calls we are receiving in the last 4 months has grown dramatically. Most days we now have in excess of 500 individual callers ringing in. Most calls need more than just a few minutes discussion so can consume a lot of phone time.

2. Call volume tends to bunch together at peak times with in excess of 150 calls per hour at popular times. With just 4-6 operators on the phones it is simply not possible to talk to & call back all within minutes at peak times.

3. The new system allows for more informed operators to call clients back. This is because before we return your call we can look up the details of your technical query or your order details & are subsequently better able to answer your query or assist you in the most efficient method. This ultimately saves clients time on the phone & frees up our operators to assist more clients.

We know we can’t please all of the people all of the time, despite our best efforts. However we believe that this new method will help us provide higher quality & more efficient customer service.

Nudel · Jun 1, 2018

It's 2018, send an email... Did I mention I don't like talking on the phone? ?

Good system you've set up @Alex Gardiner. The call back option is my favourite when it comes to receiving phone support, as I absolutely hate wasting time in queue.

Sam Hodgson · Jun 2, 2018

Alex Gardiner said:
Just to clarify for all of our customers - you can still call us on the phone & you can still speak to someone on the phone if you really need to ?

However the method for accessing our Customer Service team has changed somewhat.

Previously it was a lottery when you rang up with some clients always getting through and others getting an answer machine. Now all calls are routed to an answer phone message - at this point if you really need to speak to someone you can leave a message & our team will call you back to talk through your issue or order if a phone call is needed.

Why have we taken this step? Several reasons:

1. The volume of customer service calls we are receiving in the last 4 months has grown dramatically. Most days we now have in excess of 500 individual callers ringing in. Most calls need more than just a few minutes discussion so can consume a lot of phone time.

2. Call volume tends to bunch together at peak times with in excess of 150 calls per hour at popular times. With just 4-6 operators on the phones it is simply not possible to talk to & call back all within minutes at peak times.

3. The new system allows for more informed operators to call clients back. This is because before we return your call we can look up the details of your technical query or your order details & are subsequently better able to answer your query or assist you in the most efficient method. This ultimately saves clients time on the phone & frees up our operators to assist more clients.

We know we can’t please all of the people all of the time, despite our best efforts. However we believe that this new method will help us provide higher quality & more efficient customer service.

And this is why I always use Gardiners for all my equipment needs.

mufcglen · Jun 3, 2018

been using gardiners for 6-7 years now, never once called them!!

everything done online and only ever had 2 orders go wrong but a quick email sorted and items missed in the post next day?

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