Kellly Watts at Baileys of Bristol

[RogerL]

Why should new computer systems delay anything?

I worked for nearly 40 years in what is now known as IT - when developing or implementing new systems it was always a requirement to retain previous service levels until the new system was able to improve on them.

As a chief designer and project manager for software houses developing Inventory Management, Material Requirements Planning, Capacity Planning and Production Control systems I do know a little about these things - but no, I'm not volunteering to come out of retirement to sort Bailey out!

 

[Dave_374330759]

So will Bailey grind to a halt if the new computer system goes up in smoke?

Is it not beyond Kelly Watts or someone there to pop down to the stores with a Jiffy bag, pop the socket in it and write an address!

I'm pretty sure that something could fit in the hole as a stop gap, or the electician could fix a temporary surface mounted box to the inset box and provide the sockets that way until the correct part arrived! Seems like help and lateral thinking is getting beyond some British working people.

For Gods sake the man needed help and no one seems to be able to think or work outside the box!

I can understand the frustration, but coming onto this site and slagging off Baileys and their help department is not the way to solve a problem which in itself is trivial. A dodgy socket is not going to stop the world rotating, nor make it impossible to have a holiday. An extension lead with 6 or even eight sockets would have solved temporarily the problem until the exact replacement became available. This like most problems (not all, some people do get real aggravation) has been blown out of all proportion.

Snotty comments don't really help and if the tone of his comments reflected his attitude towards Kelly over the phone, then she's an absolute saint if she didn't tell him where to get off.

 

[Chrisbee]

Euro, it sounds to me that you are advocating common sense! Shame on you, you've obviously been working abroad for too long!

 

[Stephen_374341239]

Hi all

6th October 2008 Part still has not come from Baileys of Bristol.

Will not say any more? But will post when it does come through the letter box.

Kind regards best wishes to you all Steve Young

 

[DeliDave]

Perhaps Kelly has been moved or left,on holiday,she has been very good when I have needed any help so I am surprised this has gone on so long.Have you tried emailing her direct she is on kelly@bailey-caravans.co.uk she may think you have received it already

 

[Stephen_374341239]

Deli Dave

Many thanks have E mailed Kelly Watts today 8.55am

 

[Stephen_374341239]

Hi all

Kelly Watts phoned me today at 10.45am after reading E mail. She was sorry I had not recieved the Part and was gong to look into it. But because of the new computer system she no longer has the authority to short circuit the system and send things directly out. She is a very nice person and does try to help but her hands are being tied from within the company. I think now as the company gets bigger and bigger the cog,s get larger and larger the personel touch that made Bailey a house hold name in customer service will be lost for ever.

Steve Young

 

[Dustydog]

Hi Steve

Have Michael Jordan been able to help??

Let's keep bumping this up for you.

Have you spoken to Kelly Watts? I've always found her very helpful and efficient.

Cheers

Alan

 

[Guest]

So did Stephen get his part?

As for comment re knocking Bailey. If their "system" has no facility for helping a customer when something goes wrong or something unusual occurs they need a kick up the proverbial.

If a customer service operative can't by-pass the system and hot foot a part to a cliemt by addressing the jiffy bag and inserting the required part they are not really offering much service.

Customer Service involves practical positive action to assist the customer, chat, waffle, email and blaming the I T hardware and software is not SERVICE. Service mainly involves somebody getting off their arse and actually doing something. A little inniative by customer service operatives helps as well!

 

[Dustydog]

Hi Euro

Agree. I'm very concerned that some monolithic IT system will not allow the personal touch. Previously Kelly Watts has mailed spare parts direct to me, always arriving next day.

If this customer care service is to be scrapped then it beggars belief exactly what the word progress means???

Let's hope Nick and Simon Howard see this thread and make sure we customers are looked after properly, which in the past we have,and not become victims to an inefficientIT system!!

Cheers

Alan

Cheers

Alan

 

[Stephen_374341239]

I can understand the frustration, but coming onto this site and slagging off Baileys and their help department is not the way to solve a problem which in itself is trivial. A dodgy socket is not going to stop the world rotating, nor make it impossible to have a holiday. An extension lead with 6 or even eight sockets would have solved temporarily the problem until the exact replacement became available. This like most problems (not all, some people do get real aggravation) has been blown out of all proportion.

Snotty comments don't really help and if the tone of his comments reflected his attitude towards Kelly over the phone, then she's an absolute saint if she didn't tell him where to get off.

Dave

Good afternoon The only person being Snotty is your good self read before you comment.

 

[Stephen_374341239]

i suppose thats why you gave up so easily with your socket problem

YES

 

[Stephen_374341239]

Hi all

Item arrived today 10/10/2008 from Baileys of Britol.I have contacted Kelly by E.mail and thanked her for her help.

Best regards to you all Steve.

 

[Dustydog]

Hi all

Item arrived today 10/10/2008 from Baileys of Britol.I have contacted Kelly by E.mail and thanked her for her help.

Best regards to you all Steve.

Stephen,

That's good news.

Enjoy your hols.

Cheers

Alan

 

[Stephen_374341239]

Stephen,

That's good news.

Enjoy your hols.

Cheers

Alan

We Will thank you Steve.

 

[Rich]

I do not want to sound dumb so please pardon my ignorance.

I do not understand how a manufacturer can supply a warranty but not have parts available to honour the warranty promptly yet they can build vans!! The mind boggles. I had called Bailey last week and found them un-helpful and unaware of the products they use in their own vans! But that is another story and all I will say is we will not be buying a Bailey anytime soon!

Also I do not understand why as a temporary measure an extension cable with a socket for 2-4 plugs couldn't be used. I would hope that was looked at as an option and there was a reason as cancelling a holiday due to a faulty socket is extreme and many of the caravan dealers do seem to have sockets both boxed and internal ones on the shelf even if they are a different colour. Even towsure sell caravan sockets and Patrass boxes on the shelf...... Having to wait for a manufacturer to supply something an aftermarket dealer has on the shelf is wrong. I know I would have found a way to sort it out if one of my customers had a need which would jepardise a holiday.

Also if I were going to lose a holiday I would look harder using the internet, Magazines and calling local dealers to find the parts I need as all it takes is a bit of time and a pen, paper and a rule to measure the needed part to check you order the correct part. I would never just sit waiting for someone else to do something if I had to go away.

 

[Stephen_374341239]

Rich

Goodmorning read the all of the above and all will become clear if not i will try to make it clear to you.

Stephen

 

[Rich]

Stephen, Sorry I still dont understand why using a 4 way extention is not possible unless you are already using more than 4 plugs in two sets of extensions...... The socket problem could have been sorted by going to Towsure as they have sockets which are as used in our van and the same as our friends Coachman Amara so they seem to be standard for vans even if they are different to ones in B&Q which are domestic units. I just know if I had to sort something out I would have found a way of making it work.

Again I an still gobsmacked a dealer cannot sort this out as they must have the odd breakage with parts like this or an issue with one fitted into a van before it is sent out...... Possibly if they have one fail or faulty they just ignore it and send it anyway!!!

 

[Stephen_374341239]

Hi Rich

One. Van is just over one year old. Two. I am not eleckrical minded can change a fuse but thats all.Three. The chap next door is a part P reg eleck. Four. There are only two 13 amp plugs in a Bailey ranger 460/4 2008.Five. The man next door has told me as i have said before you cannot plug all the things we need into one plug it trips the breaker. Six. I phoned Bailey if I start changing the spec of the caravan warranty will be INVALIDATED. Hope this makes things a bit clearer to you.

All the very best to you happy caravaning Steve.

 

[Rich]

Hi Stephen,

OK now I get it....... I personally would have bought a new socket warranty or not. If they were posting one for you to fit or if you bought one. The person fitting it would have to be approved by Bailey to make sure the warranty is still covered anyway. So buying a new socket and getting your dealer to fit it would hsve cost a few pounds and still covered the warranty because your dealer did the fitting to a standard which would ave been approved by the caravan suppliers they buy from. Plus fitting a socket approved or not would not invalidate the warranty if your van leaked or the gas supply had a problem. The only thing that can be invalidated is problems caused diectly from fitting a none approved part. All warranties are the same. If you have a motorbike and fit an aftermarket exhaust the bike is still covered unless the exhaust directly caused a problem.

Sorry to keep asking but I would not have accepted what you were told and cancelled a holiday. I am possibly more motivated or pro-active, but after spending a lot of money I would have got it done. I do know from the attitude I got after asking a few questions last week.. Bailey will not get a penny from us after seeing some of the components they are using in their 2009 vans! I thought they had made a mistake so I asked and their reply was dissapointing to say the least! So after that I will spend our money else where for next year.

 

[Stephen_374341239]

Yes in these troubled times we are now living. Cost saving cheaper parts be installed into caravans seems to be the order of the day. With so many campanies going under in the caravan world. I suppose you cannot expert nothing else.

Steve.

 

[Rich]

Stephen,

I am not going to expect the manufacturer we buy from to go under soon but you never know what can happen so if you, me or anyone of us is stuck for parts which are not Thetford or Dometic what would you or I do? I have never relied on anyone to sort anything out for me and I will make sure it is done. Warranties are supposed to be for our benefit and if the manufacturer fail us, I would tell them Iam getting it sorted and will supply the parts if needed but I would get it to the dealer and make sure if anything happens I am covered by the dealer for the quality of their work which is as good as having a warranty on that part and the manufacturer will never say no to covering that as that would ba like saying their dealer is not up to working on their vans! Catch 22 for the manufacture and it could have been sorted in days not weeks.

 

[Stephen_374341239]

I here what you are saying and agree 100% but if the dealer and the supplyer go under your on your own. I never thought the banks would be in the mess there in or the country going into rescesson ut we are in for very very very troubled times and warrantys will not mean a thing. Any-way lets not talk any more of doom and gloom lets look forward to a new year of caravaning with lots of sun an a great tme had by all.

Steve