Heir Posted January 22, 2010 Report Share Posted January 22, 2010 ... I know I always moan about service standards... but how's this ? Okay, so I really wanted Mystic's 700L marine tank. So I bought it :bounce: I don't have time to go down and collect it with a van or truck so I started calling around for some quotes from freighting companies. After a few calls I found one that quoted me $280 from Wellington to Tauranga and the tank would be insured! 8) Sounded like a plan! So I booked it early Tuesday morning, gave them an estimated weight, all the sizes and that there were two parts and that it needed 4 people to lift it as it's not your average tank. Come pick up day! Wednesday! So, I'm really excited because Mystic has been uber helpful and bought bubble wrap and everything for it. I book Thursday off as annual leave. The movers turn up... only two of them, decide they can't lift it by themselves as one guy has a sore back (wrong job much?) So they tell me pick up will be Thursday for a Friday delivery. I cancel Thursday's annual leave and book Friday's. (very unhappy manager) Come Thursday - the pick up is made, everything seems to be coming along fine now. I call to confirm a Friday delivery. Now it's Friday, first thing this morning (like a little kid on Christmas day) I call and ask an ETA. No sorry, it can't be delivered today as it missed it's connection it will be delivered Monday! I call the company in a right state :evil: The girl tries to tell me it's my fault it's late because it was bigger than they expected... UM NO... gave you all the spec's. Spoke to the manager, who said he's going to ask Tauranga branch to do a special Saturday delivery and will call me back in 20 minutes. 5 Hours later - no call. So I call and speak to a different girl. Did our manager tell you it's been accidentally sent to Auckland?? NO SUPER angry now! :evil: :evil: and that manager had left work for the day so she calls his cell. He told her he's left a message on Tauranga branch's phone for them to call when it arrives.... This surely must breach the Fair Trading Act or the Consumer Guarantees Act. On Monday I'm going to make it super clear I will not be paying for this. I suppose though, pay for peanuts and you get monkeys. :evil: Quote Link to comment Share on other sites More sharing options...
Aquila Posted January 22, 2010 Report Share Posted January 22, 2010 I don't even know what to say to this. I would be furious! I think you are in the right not to pay... Quote Link to comment Share on other sites More sharing options...
livingart Posted January 22, 2010 Report Share Posted January 22, 2010 sorry to hear, heir you have a right to be mad :evil: Quote Link to comment Share on other sites More sharing options...
Heir Posted January 22, 2010 Author Report Share Posted January 22, 2010 Thanks guys... I didn't really go too much in depth. But I really have been given the run around and fobbed off to someone else every 5 minutes. You should see the email I wrote to the managing director... Quote Link to comment Share on other sites More sharing options...
Aquila Posted January 22, 2010 Report Share Posted January 22, 2010 Well their job is to deliver a package to you, that is what you paid for. Your job is to sit on your butt Quote Link to comment Share on other sites More sharing options...
Adrienne Posted January 22, 2010 Report Share Posted January 22, 2010 and wait for it - it will arrive on a day that you are at work for sure. Quote Link to comment Share on other sites More sharing options...
Heir Posted January 22, 2010 Author Report Share Posted January 22, 2010 Well their job is to deliver a package to you, that is what you paid for. Your job is to sit on your butt Yup. And their job is to deliver as per legally binding verbal contract! Ie. Thursday! Not Monday!!! :evil: Quote Link to comment Share on other sites More sharing options...
livingart Posted January 22, 2010 Report Share Posted January 22, 2010 whip them into shape crack that whip whip it good Quote Link to comment Share on other sites More sharing options...
Heir Posted January 22, 2010 Author Report Share Posted January 22, 2010 whip them into shape crack that whip whip it good HAHAHA that fully reminds me of "My Neck, My Back" lyrics from Khia. - the uncensored ones not the clean ones lol Quote Link to comment Share on other sites More sharing options...
supasi Posted January 22, 2010 Report Share Posted January 22, 2010 Sorry to hear about your troubles Heir. I can imagine how p'd off you must feel. I know the feeling you have about being given the run around. Í am store manager of a furniture and appliance store and we ge this sort of problem all the time. Its the bane of my working life, trucking firms. If its not damaged its sent to Whangarei instead of Wanganui. Or its lost altogether. Get this. We had some furntiture delivered to our store in Hawera, (an hour north of Wanganui) that was supposed to be delivered to us. We rung the firm and asked them to deliver to the correct store and they said that its will be picked up and dropped back at their depot in Palmerston North and delivered in two days. Now the frustrating part is, the truck has to drive through Wanganui to get to Palmy, but apparantly it has to go back to the depot first. Where is the logic in that???? And as Murphy would have it, it was an urgent customer order!!!! Stand your ground and by the way, dont tell them you are not paying until you have the goods. They are likely to hold the goods until payment is made. Quote Link to comment Share on other sites More sharing options...
Heir Posted January 22, 2010 Author Report Share Posted January 22, 2010 Stand your ground and by the way, dont tell them you are not paying until you have the goods. They are likely to hold the goods until payment is made. They have my credit card details. Haven't debited yet though and I included this in my letter "My expectation is for the fish tank be delivered on Monday the 25th January 2010 and I await your offer of compensation for this most unpleasant experience. I look forward to hearing from you before the charges are debited from my credit card." So that should get my point across! Quote Link to comment Share on other sites More sharing options...
livingart Posted January 22, 2010 Report Share Posted January 22, 2010 i like your response with a touch of compensation HAHAHA that fully reminds me of "My Neck, My Back" lyrics from Khia. - the uncensored ones not the clean ones lol i was thinking more of devo Crack that whip / Give the past a slip / Step on a crack / Break your momma's back / When a problem comes along / You must whip it Quote Link to comment Share on other sites More sharing options...
A-town... Posted January 22, 2010 Report Share Posted January 22, 2010 wow that sucks! sounds like NZ post charged me one price one week the following week same size package to same address they whack on $4 umm how?!?! I couldnt be bothered so just paid and left a week later two packages same sizes one to auckland one to dunedin cost to auckland destination $8.90 cost to dunedin location $7.60 both overnight courier I dont see where they get there pricing from :evil: :roll: Quote Link to comment Share on other sites More sharing options...
smidey Posted January 22, 2010 Report Share Posted January 22, 2010 If its not damaged its sent to Whangarei instead of Wanganui. :lol: that makes me laugh so hard for two reasons, you know the first one but the other is that my cousin is the store manager at briscoes up here & he was moaning about the same thing. he gets heaps for Whanganui & his stuff often goes there to. Quote Link to comment Share on other sites More sharing options...
Barrie Posted January 22, 2010 Report Share Posted January 22, 2010 I suppose though, pay for peanuts and you get monkeys. this honestly sums it up Im possibly going to upset some buuuttttt This whole fancy (fishkeeping) is often based on prices. I see all the time people want things "cheap" or free. Trying to save a single dollar by importing and buying NEW things off TM. Selling fish cheaper than the LFS and there fore cutting them out. Truck driving for this type of thing is not highly skilled so in order to be able to compete with others, companies hire staff that are on the bottom dollar. They dont bother reading the instructions and dont really care so we get what we pay for. We all need to be aware of what service we want and what we expect and where needed be prepared to pay more for it, not simply say its only a mater of picking it up and delivering it too me. Heir... I honestly are NOT having a go at you, we are all guilty of this. I too have been buying a cheaper product that has no warentee at my work and when I came accross a small problem, they pointed this out to me. I changed to a more costly product so my customers would have a better long term deal. Heir, I too would be angry and feel that you have done exactly the right thing. Your costs are far greater than the companies and you have not recieved the service that you would have expected so Im sure you have a claim but you would have possibly had better service had you paid a greater amount where the staff are of a higher quality and are paid a bit more Good luck Quote Link to comment Share on other sites More sharing options...
Caryl Posted January 22, 2010 Report Share Posted January 22, 2010 Imagine how much worse it will be with an H in Wanganui Quote Link to comment Share on other sites More sharing options...
Heir Posted January 22, 2010 Author Report Share Posted January 22, 2010 This whole fancy (fishkeeping) is often based on prices. That is because lots of people try and rip you off.. especially if they have a monopoly... That's why sometimes it's cheaper to use TM because if you only have one pet store locally then of course their prices are going to be more expensive because they have no competition. I would have assumed with the $20 difference in quotes I received for the tank, was just them having a competitive edge because there are quite a few freighting businesses and I didn't for a second think they would compromise service! Quote Link to comment Share on other sites More sharing options...
Barrie Posted January 22, 2010 Report Share Posted January 22, 2010 whole problem as you pointed out is that you pay peanuts and get monkeys Honestly wish you all the best in this but its already cost you an extra days holliday (pay) and has your boss upset, may well have been better to pay the extra $20? Quote Link to comment Share on other sites More sharing options...
Carlos & Siran Posted January 22, 2010 Report Share Posted January 22, 2010 I guess when you're dealing with something as breakable and expensive as a tank you're better off paying that little bit extra to ensure top quality service. Quote Link to comment Share on other sites More sharing options...
Heir Posted January 22, 2010 Author Report Share Posted January 22, 2010 I guess when you're dealing with something as breakable and expensive as a tank you're better off paying that little bit extra to ensure top quality service. See that's the funny thing... this company insured it.. so if it gets damaged they'll pay out... Which is half the reason I went with them. If one of the $300 freight people had insurance and this one didn't I wouldn't have minded paying the extra $20 for insurance. This might be a one off for the company? They've got generally good feedback.. they just don't seem to know how to deal with a customer complaint because passing the buck is NOT how to deal with it! Quote Link to comment Share on other sites More sharing options...
Heir Posted January 25, 2010 Author Report Share Posted January 25, 2010 So today... The CEO guy calls me to tell me the tank is broken.... they broke the tank in transit :evil: NOT HAPPY! :evil: This really has become a nightmare... I went and had a look and they had tied the rope around it too tight and it shattered the glass panel at the back of the tank and it must have been freaking tight because that glass can hold like a tonne of water!!! So... this is where their insurance kicks in and exactly the reason I made sure I went with someone who had insurance. So a guy I know who is a glazier came and had a chat today and he's thinking about $400 to fix it, he's built tanks etc before so I'm going to insist they use him and get it done ASAP. Quote Link to comment Share on other sites More sharing options...
Heir Posted January 25, 2010 Author Report Share Posted January 25, 2010 Im so sorry hun! :'( Awww well I'm sorry you had to ship it! Because I know you didn't wanna! This experience put a damper on my excitement, but I saw the busted tank I was like ooooooo this matches the rest of our furniture!! 8) Quote Link to comment Share on other sites More sharing options...
phoenix44 Posted January 25, 2010 Report Share Posted January 25, 2010 That sucks, and +1 to you for going with a company that covered you with insurance. hope everything sorts out. Incidentally what is the exact thickness of the glass used on the tank, and what are the tanks dimensions? Quote Link to comment Share on other sites More sharing options...
Heir Posted January 25, 2010 Author Report Share Posted January 25, 2010 That sucks, and +1 to you for going with a company that covered you with insurance. hope everything sorts out. Incidentally what is the exact thickness of the glass used on the tank, and what are the tanks dimensions? Tank: 1500 x 700 x 650mm. 10mm glass. Stand: 1500 x 700 x 850mm Quote Link to comment Share on other sites More sharing options...
livingart Posted January 25, 2010 Report Share Posted January 25, 2010 I went and had a look and they had tied the rope around it too tight and it shattered the glass panel at the back of the tank can't believe they used a rope and not a flat strap with packing to spread the loading :evil: Quote Link to comment Share on other sites More sharing options...
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