Dont get me started on customer service --Kenton Electronics in the UK
have the worse sales force attitude I have ever come across in my 20
years in the industry
They lost the sale in my case because of this
David
On 30/01/2009, at 11:46 PM, Florian Anwander wrote:
> Hello
>
> my experience with Thomann is, that they have a strict principle: they
> don't talk about the trouble they have with the maker of gear. I had
> ordered some Boss Effect. They said it will come at that date, but at
> "that date" nothing happened and I had to call them again only to
> hear,
> sorry it delays until another "that date" (I really would have
> appreciated if they would have taken the action instead of me). It
> went
> that way two times and then they delivered. Occasionally I knew from
> another source that the box simply was not available from Roland.
>
> I don't know why Thomann behaves that way. I would not have any
> trouble
> if they just would tell me, that there are delivery troubles.
>
> Your Kraftzwerg story sounds very similar to me. Thomann definitely
> will
> not repair the synth themselfs, but send it back to Manfred Fricke in
> Berlin. We don't know what are the reasons, that Manfred Fricke cannot
> return it to Thomann in time (I don't want to draw the picture, that
> it
> is Manfreds fault, it could be just very simple reasons), but for sure
> Thomann won't tell you about the trouble they have with this task.
>
> I don't think that this is a very lucky behaviour. Its my daytimejob
> to
> manage the customer care center of our company. To my experience there
> are two golden rules: 1.) be the active part in communication: call
> the
> customer, don't wait until he calls you. And 2.) it is the best to
> speak
> the truth. Information hiding is not helpful. But this is a B2B
> company
> and I do not have to act with endcustomers. People involved in their
> own
> business may be much more understanding or insightful than
> endcustomers
> (as we all are in relation to Thomann).
>
> Florian
>
> madrayken schrieb:
> > Thomann customer service?
> >
> > Hoho...
> >
> > I bought an MFB Kraftzwerg in August.
> >
> > I found it was not working correctly (but - due to having gone on
> > holiday wasn't eligible for the money-back guarantee).
> >
> > I sent it away to them, and it returned... still broken.
> >
> > I sent the unit back again in October. Since then, I've sent
> > countless mails, phoned the customer service people countless times,
> > but there's no sign of the unit, no news of when it will arrive, or
> > even confirmation that they're working on it.
> >
> > Every time I ring, they try to delay me, saying they 'can't talk to
> > me right now, but they'll call/mail me back.' They've not done this
> > once.
> >
> > I last had a mail from them on the matter at the beginning of
> January
> > saying: "We're short-staffed, so can't deal with your enquiry." I
> > last had a mail from them which actually addressed the matter in
> > NOVEMBER. I am now talking to them on a daily basis and am using the
> > words 'Legal Action' in every discussion.
> >
> > Personally, I'd be wary.
> >
> >
> > --- In Doepfer_a100@yahoogroups.com, "aesoteric@..." <aesoteric@...>
> > wrote:
> >> Hey all,
> >>
> >> Slightly off topic (but related) - has anyone here dealt with
> > Thomann
> >> before? I've got a poorly A100 suitcase and A199 that we bought
> from
> >> Thomann a few weeks back. I've been trying to get hold of them for
> >> about a week now - I've sent several emails, but they *still*
> > haven't
> >> got back to me.
> >>
> >> I know they are a big company, so are probably very busy, but
> surely
> >> five working days is enough time to get back to someone? Isn't it?
> >> Should I be more patient?
> >>
> >> TJ
> >>
> >
> >
> >
> > ------------------------------------
> >
> > Yahoo! Groups Links
> >
> >
> >
> >
>
>
>
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