Thursday, July 01, 2004
A Local Shop for Local People
Phew, it must be me!
Well I was right about these posts being likely to be gripes (or is it just that it's only the bad things that make you want to record your experience - like being sad is more likely to make you write a song or a poem than being happy).
Went into a trade electrical wholesaler this afternoon, admitted my ignorance as to specifically what it was I needed and would be grateful for any help - as it happens I was after some low voltage cabling for lighting.
I understood when the first assistant I spoke to said he couldn't advise a specification of cable BY LAW!! Fair enough, whether it's law or not I can understand that they wouldn't want to recommend a cable without specifically knowing the requirements as they may then be liable for any faults or damage caused by an inappropriate specification.
However, it went beyond that and I couldn't believe it when I asked what cables where available - so I could choose one - and he said he couldn't tell me what was available. Again, he was not qualified and it was illegal.
HUH?
Illegal to offer a choice of cables to a trade purchaser!!! (whilst I am ignorant of these things, as a company we are a genuine trade account - we install AV, home automation, electronics etc). And he says he's not allowed to even tell me what cables they can supply - Stuff and Nonsense!!! How do they manage to ever sell anything then? perhaps they don't with this kind of service.
A second guy came out and was a little more helpful, obviously having overheard his incompetent colleague, and did look for a particular type of cable in a catalogue for me - either the first guy was lying, very poorly informed/trained, having a bad day OR the second guy was prepared to flout the law and tell me what cables were available (without in any way recommending one for my use). I know which I believe.
In the end they didn't have an appropriate cable in stock, although the more helpful assistant did say they could get it in for me the following day.
Their slogan (from the front of the catalogue on the trade desk) was something like "Our stock answer is YES!". Mmmmm, a slogan that works on two levels, I get it. Just a shame that the service they are trying to describe doesn't seem to work on any level.
I have advised our engineers that they are no longer to use this outlet.
What I don't know is whether any of the alternatives are any better, surely they can't be worse and I'm certainly not going to let our company patronise them by default.
Sadly, this latest experience backs up my fears that poor service is the norm ratehr than the exception (or that I'm such a difficult customer I make problems for myself - whilst I'm obviously biased I can't accept that this si the case - I'm a very easy going and easy to please customer and certainly not a complainer, I'm quick to praise whenm things are good and try and overlook shortcomings as much as possible).
I genuinely hope that I am proved wrong.
Well I was right about these posts being likely to be gripes (or is it just that it's only the bad things that make you want to record your experience - like being sad is more likely to make you write a song or a poem than being happy).
Went into a trade electrical wholesaler this afternoon, admitted my ignorance as to specifically what it was I needed and would be grateful for any help - as it happens I was after some low voltage cabling for lighting.
I understood when the first assistant I spoke to said he couldn't advise a specification of cable BY LAW!! Fair enough, whether it's law or not I can understand that they wouldn't want to recommend a cable without specifically knowing the requirements as they may then be liable for any faults or damage caused by an inappropriate specification.
However, it went beyond that and I couldn't believe it when I asked what cables where available - so I could choose one - and he said he couldn't tell me what was available. Again, he was not qualified and it was illegal.
HUH?
Illegal to offer a choice of cables to a trade purchaser!!! (whilst I am ignorant of these things, as a company we are a genuine trade account - we install AV, home automation, electronics etc). And he says he's not allowed to even tell me what cables they can supply - Stuff and Nonsense!!! How do they manage to ever sell anything then? perhaps they don't with this kind of service.
A second guy came out and was a little more helpful, obviously having overheard his incompetent colleague, and did look for a particular type of cable in a catalogue for me - either the first guy was lying, very poorly informed/trained, having a bad day OR the second guy was prepared to flout the law and tell me what cables were available (without in any way recommending one for my use). I know which I believe.
In the end they didn't have an appropriate cable in stock, although the more helpful assistant did say they could get it in for me the following day.
Their slogan (from the front of the catalogue on the trade desk) was something like "Our stock answer is YES!". Mmmmm, a slogan that works on two levels, I get it. Just a shame that the service they are trying to describe doesn't seem to work on any level.
I have advised our engineers that they are no longer to use this outlet.
What I don't know is whether any of the alternatives are any better, surely they can't be worse and I'm certainly not going to let our company patronise them by default.
Sadly, this latest experience backs up my fears that poor service is the norm ratehr than the exception (or that I'm such a difficult customer I make problems for myself - whilst I'm obviously biased I can't accept that this si the case - I'm a very easy going and easy to please customer and certainly not a complainer, I'm quick to praise whenm things are good and try and overlook shortcomings as much as possible).
I genuinely hope that I am proved wrong.
