Well done Glossop caravans

[Mel]

Bought a new awning from them recently. Good price I thought. Anyway, got it out of the box on Sunday and discovered the curtain poles were missing. Telephoned them at 4.25 on Sunday. The curtain poles arrived on Tuesday. No fuss. Well done Glossop caravans awning dept.

(I have no connection with them other than being a happy customer)
mel

 

[ProfJohnL]

It's good to see positive reviews.

 

[SteveW77]

I have to agree with you Mel, I bought a new van and awning from Glossops last month and found them to be very fair to deal with and they have dealt with the minor problems I had with the new van with out any fuss or prevarication at all. All in all a good firm to deal with.

Steve W

 

[Philspadders]

"It's good to see positive reviews."
cos negative ones are deleted its all you will ever see.

Why were the awnings on sale at the Manchester show more expensive than in the showroom .... the one located by the A57 in the little town between Tintwistle and the Snake Pass on my home to Sheffield?
Same awning £20 cheaper in the show room.

 

[JonnyG]

"It's good to see positive reviews."
cos negative ones are deleted its all you will ever see.

Why were the awnings on sale at the Manchester show more expensive than in the showroom .... the one located by the A57 in the little town between Tintwistle and the Snake Pass on my home to Sheffield?
Same awning £20 cheaper in the show room.

 

[Parksy]

"It's good to see positive reviews."
cos negative ones are deleted its all you will ever see......

You agree to abide by the rules of the forum when you join it.
It's not rocket science, the rules are there for all to see via the links at the foot of the forum page.
If you don't like the rules then don't join the forum.

 

[ProfJohnL]

Its good to see positive reviews, because it is human nature to shout about poor service, but when things go right in most cases it is what we want (and should expect) so we are not inclined to make a song and dance about it.

As customers expectations become greater, it is increasing hard for any business or organisation to make an exceptionally good impression, so when a customer feels their expectations have been exceeded to the point where they want to tell others about it, it represents a real achievement.

Even when a product fails, and causes annoyance, the situation can often be retrieved if the follow up action is exceptional. There is a motor mover manufacture who has an enviable reputation because of their second to none customer service.

The only people who are hurt by good praise, are the competition, and unless they want to fail, they should realise the way forward is to strive for excellence, so they can also generate real praise and new customers.

 

[JonnyG]

"Good reviews"! I am just wondering how one terms "good reviews" The way i see it the product was sent out with parts missing!
Not exactly good service in the first place.
And exactly what is good about the company then sending you the missing parts out promptly? They should have been in the original packaging.
Its clearly me, but whats good about heaping praise on a service that surely we should expect as standard?

 

[SteveW77]

Surely Glossop Caravns only sell the awninigs, they don't make them or pack them and I would not expect them to unpack and check the contents before they sell them. If there is a complaint to be made, surely it should be aimed at the manufacturer not the retailer.
If the retailer supplies any parts that are missing within a reasonable amount of time, I don't see what more they can do.

Steve w

 

[Philspadders]

I expect items to arrive in good condition and ready for use. What would have happpened if yo had gone to FFrance to 2 weeks , got there and found part of your brand new awning was missing. In fact you could not erect it and you had friends coming to sleep in it.
If Comet for example deliverd a new washing machine and it did not have door on it.......
Your new TV did have the remote control...

Of course the other way to look at this would be that praise is unusual in itself as we are so used to recieving poor, low quality service, not just in the caravan sector.
I woould expect a mail order retailer to ensure that the goods being dispatched are of merchantable and useable quality.

As for Parksys comments, dont be so defensive. We know the forum rules will not allow any negative comments regarding a dealer or site, but that dooes not mean we can not ppoke fun at the rules.
Oh . hang on thats a possible negative about the forum.. perhaps im about to be ...........deleted.

 

[Mel]

Flippin 'eck, didn't mean to start an arguement. All I can say is that while I wish we lived in a perfect world in which all the components were always in every box (and no children in Africa died of starvation), we don't. What I do think is good, is when there is a problem it is sorted promptly without fuss or issue. For this the company deserve some praise.
mel

 

[ProfAlGoogle]

Well said Mel, after all we are all human and prone to make mistakes. Mistakes happen and always will, the most important part is in my opinion, how efficiently they are rectified.

And on a foot note if I was taking an important new bit of kit away to France on holiday, regardless if it was for use as sleeping accommodation, all parts would be checked and where possible a trial run at using it before I departed these shores.

Allan.

 

[ProfJohnL]

I am one of the first to point out when a company has failed in their duty of care towards a customer, and I will continue to do so, but an organisation is only as good as it's weakest part, which implies that other parts may be considerably stronger.

In Mel's case we don't know where the fault arose, but the customer service department could see no benefit in making excuses or trying to blame someone else in front of the customer, and to help the customer it was prudent and good service to send out the missing parts on the next working day.

I find that attitude both refreshing and positive.

It is then up to the dealer to resolve where the blame may lie and to deal with the matter with no further inconvenience to the customer.

Sadly, all too often we hear of situations where the supplier refuses to send out spare parts until the faulty ones have been returned, but here good sense prevailed ultimately to everyone's advantage.

I agree there was a fault in the first instance that the lack of poles was not detected until it reached the customer. but in the grand scheme of things it was not a critical matter.

It would be more serious if Phil's scenario were true, but like Steve points out, who would undertake foreign caravan trip without checking their new equipment first.

 

[SteveW77]

What would have happpened if yo had gone to FFrance to 2 weeks , got there and found part of your brand new awning was missing. In fact you could not erect it and you had friends coming to sleep in it.

I submit that only a fool would undertake the trip you describe without checking everything was in order, so that situation should never arise. As for Comet selling a TV without a remote, I bought an Electrolux tumble drier from them and a large important part was missing, having been cannibalised to repair one sold previously that had been damaged in transit, so these things do happen.

Steve W

 

[max1979]

people are only human errors are made, and if i was to go to france for 2 weeks id check everything was there before i went not when im about to put up the awning