Graphtec Customer Care

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Bren	Graphtec Customer Care	Lead	[-]
Posts: 3934 (04/10/2007 12:01:38) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	Tags : None I have always known how good Joanna's customer care is but didn't really appreciate it until now. I bought spare carrier sheets and blades from Graphtec last Monday and knowing they would add P&P to Ireland I asked the Girl the total price this morning I got the invoice with £6.49 tax added (they even charged tax on the postage) I rang to ask why I wasn't told about the tax when I asked the price over the phone and why it wasn't made clear on the website The woman I was talking to put down the phone and spoke to someone, then I heard a girls voice say "what the hell was I suppose to tell her?" the girl came on and was very aggressive she informed me everyone pays tax and I should have known it would be added, I'm also welcome to return the goods if I don't want them. I'm not in the habit of complaining but I thought it should be made a lot clearer on the website that the prices excluded VAT I have no idea why I have allowed this girl to upset me so much but right now I feel like putting a very expensive craft robo in the bin Sorry for moaning at you Brenda
McJackie		#1	[-]
Posts: 4510 (04/10/2007 12:07:38) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	I'm not surprised your'e upset by her! How Rude!!!...........these things should be made cleare on the website....it doeas make things so much easier for everyone involved! Jackie x
nikkinoo		#2	[-]
Posts: 4721 (04/10/2007 12:09:22) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	If you were a retail buyer then, yes, it should be without VAT. But as you arn't then they should have included the VAT in the total they gave you. That, to me, is totally inexcusable and I would write to the MD and ask for an explanation and apology. Nina x
MrsLawson		#3	[-]
Posts: 3624 (04/10/2007 12:10:28) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	Brenda - I get so annoyed when people are rude on the telephone. If it were me I would write to the Managing Director and explain. I don't think there's any need for people to put up with 'customer care' like this, especially when you have bought one of their very expensive machines. If you want an easy life - Eric would - just rant and rave to us and then try to forget it. Hazel
jannyb555		#4	[-]
Posts: 3841 (04/10/2007 12:12:34) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	I agree with Nina and I would write and complain. Give the time and date you called and they will be able to trace who you spoke to. Nobody should be allowed to get away with talking to customers like that. I'm sure once you write it all down you will feel much better. Good luck. Jan x
Linny		#5	[-]
Posts: 47 (04/10/2007 12:23:01) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	I am really surprised that this has happened with graphtec as they are normally so helpful with problems you may have with the robo itself... I would also write and complain...Linda
Lin		#6	[-]
Posts: 298 (04/10/2007 12:30:47) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	I have always found them so nice and helpful, I had big problems when I first got my Robo and they bent over backwards to help me. Never rude. I would write and complain it would be a shame if they lost customers through one poor member of staff. Lin x
Jacqueline Pratt		#7	[-]
Posts: 3268 (04/10/2007 12:32:02) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	You asked for the total price Brenda and they didn't give it. You're not a mind reader, how were YOU supposed to know that it did\didn't include tax! They are the ones in business and they ARE supposed to know these things. I agree with Nina, a letter addressed to the MD and marked personal, nobody should have to put up with that - I'm not surprised you're upset! ((hug)) J
Cdteach		#8	[-]
Posts: 1161 (04/10/2007 12:37:33) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	There's no excuse for rudeness, but some people seem to think that over the phone it's ok. As others have said, complain to the MD. If we put up with bad service it will never get better. Remember they are only in business because we the customers spend our money with them. You may get an apology, or they may just be more accurate next time. Jan
Sueuk		#9	[-]
Posts: 1586 (04/10/2007 13:00:35) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	When I first got my RoBo, I had a few problems with it and someone tried to help me via email from Graphtec. I wasn't happy with the result ( my blade snapped) and was told i would have to purchase a new blade set. I said ok, but I wasn't happy at paying over £20 for a new set when I had only been following their instructions and the machine was only a matter of weeks old. Later that day I recieved a phone call from the I assume MD saying he was very sorry and that he would make sure that another blade set would be included in my order completely free. So, I woukld definitely get in touch with the MD as he seemed a very nice guy. Sue xx
Bren		#10	[-]
Posts: 3934 (04/10/2007 13:19:12) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	Anthony is on the late shift today so when he came home from doing the shopping and found me upset he rang Graphtec he asked for a supervisor and explained that the girl had been very sarcastic to me and that she didn't give me the correct price she did ask if I had a VAT number but I assumed businesses got a discount not that I would be charged extra, that was when I got the reply that everyone has to pay tax My complaint was that it wasn't clear that VAT was excluded on either website but the girl took it personally Graphtec have now decided to refund the tax which might sound like a victory but I don't object to paying the same tax as everyone else I just want to know about it first so I can compare prices I have no idea weather they will change their website or not Sometimes people never listen Brenda I'm sorry for moaning at all of you this morning, I guess I'm just having a bad day Thank you all for your support

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