Smart Parts Europe... where customer service died

[hankin]

I have brought a lot of stuff from smart parts in my time and have never had a problem with customer service. For small cheaper parts, royal mail was suggested to me so I did not have to waist my money on the postage.

At the end of the day their will be people who are not satisfied with service and some times this is just but im sure any one who has worked in a shop knows what it feels like to have to do with complaints. Yes the part should have been their when they said it would but things will some times go wrong.

I have no connection to smart parts but I have always been satisfied with their willingness to help.

This is not mint to insult or start a augment with anyone else but it is only the bad experiences that are noted down and i dont feel it is fair when i know many satisfied customers

 

[H]

Don't worry about any insult mate, this is a discussion and counter-point is always necessary.

I don't doubt the fact that many people have had good service from SPE and there are always the chances that things go wrong and that mistakes are made. But where my particular beef in this instance has been where SPE were perfectly happy and helpful when they were taking the money off me but they were a hell of a lot less helpful when it came to sorting a problem out.

Also SPE's reputation of grossly overcharging for items is already a well known fact and I think it was very poor to not offer a refund on the (failed) postage or at least some form compensation. I'm not looking for a fast buck or freebies but I just think that promises shouldn't be made unless they can be kept and if broken then the customer is liable to be compensated.

 

[Baca Loco]

That's good stuff, Scooterboy

Originally posted by Scooterboy
Well goodness me, I think I would have written to my MP by now. Didnt arrive next day, tut tut.

Have you contacted a solicitor yet, I think it's worth it, you never know, this may end up at the court of human rights.

In a world where 86% don't even have access to a toilet, get a life.

It really isn't the end of the world, and such a long explanation. You really had given up your evening to fit the replacement part. Maybe you could have found something else to do, like read a good book on personal development.

You must be the guy who answered the Broz's phone call at SPE.

 

[le-pig]

wtf

Originally posted by Scooterboy
Well goodness me, I think I would have written to my MP by now. Didnt arrive next day, tut tut.

Have you contacted a solicitor yet, I think it's worth it, you never know, this may end up at the court of human rights.

In a world where 86% don't even have access to a toilet, get a life.

It really isn't the end of the world, and such a long explanation. You really had given up your evening to fit the replacement part. Maybe you could have found something else to do, like read a good book on personal development.

he had a verbal agrement that it WOULD BE THERE NEXT DAY,it wasn't,
ive had to take day's off work before to sighn for markers/kit ariving that i need for a tourney,
when they don't turn up it is very annoying and getting a reply of i forgot/coudn't be arsed to post is even worse

ps wtf have toilets got to do with paintball(appart from the lack of them )
be a good chap and go hug a tree

 

[Gyroscope]

If 86% of people don't have access to a toilet, then the whole of humanity is doing better than paintballers. I would say well over 99% of us lack access to toilets (unless you count plastic outhouses).

 

[Tom Allen]

Go hug a tree........................that's classic...

 

[jahlad]

i used to have a voodoo impy and that didnt have a pressure relief valve on it at all, its not so much a safty thing for the operator just to stop your noid going pop, if your air supply is working fine then you shouldnt have a problem not having one

 

[Paintball Paladin]

The point about mistakes is a good one. Yes things do go wrong from time to time, we are only human and therefore are not perfect.

However, good customer service is based on how we deal with our errors. I've worked in customer service for many years and when someone has a genuine reason for complaint, you must try and be sympathetic. The least you can do is apoligise for the error. Answering the guys queries with"no there's nothing I can do" is crap.

When an error causes inconvenience to a customer that customer deserves compensation. What form that compensation takes is down to the individual company, it doesn't always have to be monetary but nevertheless compensation should be given.

I also live on the isle of man where customer service in general has never been heard of. The majority of local companies do, like SPE have a monopoly on their populous and always come accross as not giving a damn about your custom or you as an individual. There is nothing more frustrating than people not giving a damn about your problem, especially when they are the cause of that problem.

Broz, i'm with you all the way. Mistakes can be forgiven but mistakes can also be fixed. if they can't be arsed fixing the mistake then you have genuine cause for complaint.

 

[Pee Wee]

.

THREE WORDS BUY A COCKER LOL

 

[DELTABEAR]

Smartparts Service

What can I say, I have always found the service levels at Smartparts better than excellent. Phil has always been helpful. I now only use Smartparts for all the equipment bought near enough for the whole team.

Every company has problems and sometimes things go wrong I would have thought that you could have sorted this out by ringing Phil who is always trying to do what he can for you I have found.

Yes things are expencive and sometimes you can get things cheaper else where however you also get what you pay for.

I am not going to rant in a publis forum about the less than effective Paintball comapnies out there because it would go on all day.

Smartparts is either loved or hated by many of the paintball world. Pesonally I love'em great kit and helpfull staff. When I broke my shocker and needed it for the following weekend I had it back fixed at the right time.

Phil, Jay & Donnie are a good at what they do, I would recommend them to anyone.