GRRRRRRRRRRRRRRRRRRRRR big companies bad attitude

[mrs maggot]

I was impressed with a sample pack of bits i had from Xpres, and their prices on whole rolls of flex was good, so i asked the girl when she called me to ask how i got on, if she could email me, the details of their flex that i had liked (different companies different names, so i wanted to make sure i have the right product and email is often the best way esp as i was not in the office) today a week later i try calling them to see where the email might be - pillar to post, and i finally get a call back

"sorry we have been so busy - I cant remember saying i would email you - why would i"

me- well i would like to order 2 rolls of your flex, but am not sure which it is from the samples you sent

"well i cant take your order over the phone, we are very busy you know - you need to email your 1st order"

me - yes i know you told me that, but i was not sure what i am ordering, thats why im calling

"well we are too busy to deal with your order today, being a new customer it will take 2-3 days to process"

me- OK then i will take my business back to my other supplier

well they can send out all the samples they like now, and be nearly £10 a roll cheaper than Magic touch, but i call magic touch at 5 to 5 - order taken, and being despatched tonight

rant over

[Justin]

Is this the same Xpres??? I've dealt with them off and on for many years and always found their service to be nothing less than first class, really surprised to hear that I guess everyone has their off days but that's no excuse for this conversation!

[John G]

I had that on my first order - wouldn't take it over the phone and had to fax it to them. They've been fine ever since though!

[bms]

I had that on my first order - wouldn't take it over the phone and had to fax it to them. They've been fine ever since though!

Never quite understood the reason for asking you to fax the first order. Is that just to prove you have a fax machine??

[mrs maggot]

i can accept they need it written either by fax or email, but i cannot for the life of me understand what they have to gain by telling me they are sooooooooooooo busy with orders, mine has to wait in some sort of virtual queue until they deem they have time to deal with it, esp as i have been waiting for an email from them to explain the samples they sent me.

martin - i dont have a fax machine its far too last century for me pmsl

[John G]

:biggrin: I had an answer phone/fax machine when I first started, it was used as my main phone/answer machine and to fax orders to a courier service I used. The couriers now use emails and the fax machine was skipped 2 months ago.

Wish I'd kept it - when I email my customers artwork they used to print it out, check it, sign the confirmation box/text on the bottom, and fax it back to me. This acted as artwork confirmation. You cannot really do this with an email, well not with a signature anyway.

Mrs Maggot - it is a strange way to carry on (xpres), its as if they don't want the business. :rolleyes:

[gstk]

I have found them quite rude at various shows I have seen them at. I looked at the Metaza Engraver as someone was doing a demo. I asked for info on running costs and consummables etc and the guy was very cold and dismissive. Costs are THE most important aspect for me. Without it you are shooting in the dark. I didnt buy from them. I think it was them that I enquired about a Roland Versacamm at a show. The Roland rep lured me to the show and did a demo. He then introduced me to the Xpres guys and they were completely non plussed. I didnt buy that either. I have phoned in the past about items, when I was let down on drinks bottles, they just couldnt give a ****. Big believer in spending my money with people who want it. Of course thats just my opinion and I am sure once you manage to build a rapport with them they are probably fine.

[mrs maggot]

they just couldnt give a ****. Big believer in spending my money with people who want it. Of course thats just my opinion and I am sure once you manage to build a rapport with them they are probably fine.

Mrs Maggot - it is a strange way to carry on (xpres), its as if they don't want the business.

you two have hit the nail on the head, they were not interested in my order for a couple of hundred quid, as they were "too busy" dealing with regular orders - thats the impression i had.

when i have never dealt with a company before i like to have things in writing, ie the name of the flex i liked and the price of it, i asked her 2 weeks before to send that over, and she had not done it. having worked in the "real world" for many years and headed up sales teams, i would have at least apologised, given the customer the info there and then for the price, and then emailed a confirmation, and explained again that the order needed to be written (which it would have been on the return email) that would have taken us past the 5pm mark, so i would not have expected the order to go out that night, but i must admit even i would have expected it to go out the next day - not 2-3 days later ???

[DS Designs]

Laura, I find it odd about xpres, i've been dealing with them for a long time and never had a problem. I love their Ultracut. I can't remember emailing / faxing my first order to them either, that must be a newish thing.. Sorry to hear of your problems with them

Dave

[John G]

The faxed order was because it was a first order and they wanted it on my company letter headed paper.