Model Boat Mayhem
Mess Deck: General Section => Chit-Chat => Topic started by: george on November 10, 2012, 07:22:27 am
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Hello Everyone
Without too many details. I sent Deans an email on their contact section of their web page after a week nothing, so I resent the same question to them. It`s now about two weeks since I`ve emailed them. Are they in their office? OR do they NOT bother with possible small boat part orders OR do they not wish to deal with Canada?
Would like to know so as to Not bother with Deans anymore. Then can delete them from my favourite section.
Thanks for your Help everyone.
George
P.S I gave them ALL my detail information including contact information as well as well as what I was looking to buy from them, as detailed as
I new how to describe.
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I will PERSONALLY have a Word with Ron about this TODAY as I will see him at the Int Boat show
Dave
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I have not experienced any problems with Deans responding to Emails but you need to bear in mind that traders do get deluged with spam, some of which may get screened out automatically depending on the content of the header line and other factors.
Colin
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George, Ron has been up at the Warwick show all weekend and no doubt preparing for it before that.
so he probably won't have had much opportunity to reply, personally I have had no problems getting a reply
to an e-mail from Ron.
Geoff
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He gave me what I needed via a thread on this forum earlier this week
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Our member making the enquiry is from CANADA, and his enquiry is at least two weeks old with no response.
In this day and age I am aware that emails can be received and sent via "mobile phones" ??????????????
That being the case, you wonder why traders who are always on the "go", aren't keeping up to date with answering/receiving emails.
It is the most preferred, if not in the majority of cases, the only way to contact and do business with an overseas company/trader. <:( <:(
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I have never had any problems contacting Ron or any of his team, as previously mentioned he is at the Warwick show this weekend and is probably quite busy organising his stand. You also have to understand that he does get a lot of abuse from people who have bought his kits via second hand sources that have parts missing and then demand that he sorts it out. If you include the purchase details that you should have received from him he can trace you and ensure that you are not someone trying to get something for nothing.
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...you need to bear in mind that traders do get deluged with spam, some of which may get screened out automatically depending on the content of the header line and other factors.
Colin
A fair point and well worth remembering, espescially when initially bringing a perceived problem with a reputable business to the attention of other users on any Forum.
However, traders also need to bear in mind that their spam folders may be filtering legitimate orders and/or enquiries. Therefore, if they have opted to use a spam folder (instead of automatic deletion) which is designed as an easily accessible feature, it does need to be checked every few days or so to reduce the possibility of losing potential business and/or customers.
Andy
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I have never had any problems contacting Ron or any of his team, as previously mentioned he is at the Warwick show this weekend and is probably quite busy organising his stand. You also have to understand that he does get a lot of abuse from people who have bought his kits via second hand sources that have parts missing and then demand that he sorts it out. If you include the purchase details that you should have received from him he can trace you and ensure that you are not someone trying to get something for nothing.
The original post is making a point that after two weeks he has not received a reply to either of the two emails he sent to the address shown on the contact page of Deans Marine's website.
I don't understand why the 'reasons' given in your reply are relevant or explain why 'george' has not received a reply to his enquiries.
Andy
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Like I said here a couple of weeks ago:
http://www.modelboatmayhem.co.uk/forum/index.php?topic=40198.0
Neither of those is Dean's Marine by the way, though both are MBM 'favourites'. The one I ended up phoning has been such a pain I probably won't be using them again.
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A fair point and well worth remembering, espescially when initially bringing a perceived problem with a reputable business to the attention of other users on any Forum.
However, traders also need to bear in mind that their spam folders may be filtering legitimate orders and/or enquiries. Therefore, if they have opted to use a spam folder (instead of automatic deletion) which is designed as an easily accessible feature, it does need to be checked every few days or so to reduce the possibility of losing potential business and/or customers.
Andy
Agreed. This was given to me as an excuse by a trader and 'supporters' as is occurring now. >>:-( <*<
That trader still does not answer emails and also attends shows. <:(
After all email contact is part of their business operation. O0 O0
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The original post is making a point that after two weeks he has not received a reply to either of the two emails he sent to the address shown on the contact page of Deans Marine's website.
I don't understand why the 'reasons' given in your reply are relevant or explain why 'george' has not received a reply to his enquiries.
Andy
O0 O0 O0 O0 O0 O0 :-)) :-)) :-)) :-)) :-)) :-))
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It's very annoying ... (http://www.modelboatmayhem.co.uk/forum/index.php?topic=40198.msg401645#msg401645) « on: October 26, 2012, 12:29:03 PM »
- (http://www.modelboatmayhem.co.uk/forum/Themes/core/images/buttons/quote.gif)Quote (http://www.modelboatmayhem.co.uk/forum/index.php?action=post;quote=401645;topic=40198.0;last_msg=401645)
... when traders don't communicate.
Despite our modern high-tech systems - or maybe because of them - making contact can be a real pain.
I recently tried to contact two companies; both give e-mail and phone numbers on their website, but one says e-mail is preferred which is unusual as e-mail is generally considered to be a bit unreliable.
I had a problem with the purchased product from the 'e-mail' one, so I e-mailed them as recommended. After 10 days - nada, so repeated the e-mail. Again, nothing, so then I phoned them and after a few tries made contact - they said they hadn't received any e-mails from me. I assume they got swallowed by a spam filter, but that is not good enough. If you ask customers to use e-mail you need to be absolutely sure your system isn't swallowing legitimate enquiries which means taking charge of and regularly checking your spam.
Following the call I returned the item for checking and nearly a fortnight later I'm still waiting for some response. I guess I'll have to phone them again to find out what's happening.
From the other company I wanted to order some spares and also an 'impulse buy' kit that I noticed on the website while looking to see if spares were listed there. I wanted to speak to them as I didn't even know if they did spares (they weren't listed as far as I could see), so I phoned. I got the voicemail and left a message. 24 hours pass with no reply, so I ring again and get the machine (I didn't bother leaving another message). Another 24 hours and I'm about to go abroad for a week and I quite wanted the bits to be waiting when I returned, so I went to ebay and ordered some suitable stuff to do the job and decided that for the kit I could probably scratch build a version of it from scrap and didn't need it. I spent about �2 in the end - the company lost an order for maybe �20.
But the story doesn't end there. While I was away, and probably 5-6 days after I left the message, the company finally rings back and tells my wife "It's better to e-mail as our phone is always on answer machine." My belief is truly beggared!
Dispatching the right item in good order and in a reasonable time is standard, in fact a legal obligation, so I don't give five stars just for doing that - I put a lot more weight on how companies deal with out-of-the-ordinary issues like those I had (have) here. I'm afraid neither of these have impressed me.
My advice to traders:
1/ If you don't want people to use the phone or e-mail, don't put it on your website.
2/ If you list both but have a preferred channel - say which it is.
3/ In any case make sure you monitor ALL listed channels because if customers don't get a reply they will assume (rightly or wrongly) that you aren't interested in them.
I too am having problems getting an email reply from a MBM 'favourite'. Had the same problems last time with members ringing and following up etc and finally got what i needed.
Thought they had pulled their socks up going by the commentary, nothing could be further from the truth.
Am now sourcing the items from elsewhere, so much for supporting local industry (UK) >>:-( <*<
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I agree it is frustrating and that some traders are not as good as they might be in responding to phone or email enquiries.
However. I have a private landline and a private email address. We no longer answer landline calls as they are invariably cold callers despite us registering to say we do not want these calls. As far as emails ar concerned, for every genuine one I receive I get maybe 25-30 spam ones which are usually filtered out, sometimes including some genuine ones. As a private person I can generally stay on top of all this but I was talking to one of the traders at Warwick today who told me that of the calls on his answering machine and the emails he receives, only a tiny fraction are genuine.
Things are simply getting out of hand and the authorities do nothing.
Colin
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Resend the info on monday or alternatlivly phone them during the week YESS I do know that you live in Canada
Dave
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Resend the info on monday or alternatlivly phone them during the week YESS I do know that you live in Canada
Dave
Come on, that is not an alternative for overseas buyers/enquirers for any number of reasons. Not to mention time zones.
One trader, (who has an impeccable reputation and who I have dealt with on several occasions,) and is no longer a member and now selling his business was always decrying the phone calls received during non business hours. :-)) :-)) :-))
So traders want purchasers to go out of their way to deal with them . They have got to be kidding. <:( <:( <:(
The answer is simple, stop paying lip service and answer emails otherwise don't use email.
As I have stated, I am going elsewhere and it is rubbish to bemoan the lack of support of local industry, when they, the local industry don't perform.
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:police: I think the Mayhem POILCE should close this thread straight away
Dave
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From a commercial perspective, not dealing with customer enquiries effectively will damage your business.But ultimately it is the trader who decides how they will do business. Some will listen to advice, others won't. They are in large part architects of their own level of success.
The big traders and the 'Moms and Pops' have always operated at different levels.
This is not a defence of lesser levels of service. It is just a reminder of how some people want to do what they have always done, and not change. Personally I hate doing business by email, but at this point in history I have to. I don't want a smart phone, but I accept that eventually I will have to, because otherwise I won't be able to communicate with others from a distance in the future.
I am sure that in the past businesses withered because they refused to get a newfangled telephone thingy. But that was their choice. The fed up customers just chose to go elsewhere.
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:police: I think the Mayhem POILCE should close this thread straight away
Dave
I rather hope this thread isn't censored, at least until after the weekend, so that an 'authorised' spokesperson from Dean's Marine has had the opportunity to speak for themselves, should they so desire.
I would like to think they will be interested to learn of a perceived communications problem a customers may be having, in order that they may investigate the issue (which may even be with their internet provider), and rectify it as necessary.
Andy
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Resend the info on monday or alternatlivly phone them during the week YESS I do know that you live in Canada
Dave
Resending the info or phoning isn't really the point though is it, if a company offers an email address as point of contact, it should be used.
:police: I think the Mayhem POILCE should close this thread straight away
Dave
Why? Apart from the original post, people seem to be going out of their way to NOT name and shame companies who've given bad service?
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Hello Again to All the membership
Firstly, I did NOT intend to imply anything against Dean`s Marine. I just asked the question. To clarify the email, I was on Dean`s website where I activated the contact function and left them my question about one of their offerings. That was done two times in a two week period roughly. I just wanted to buy some parts from them and maybe a little bit more then the usual parts, if possible. I NEVER bought any kit from Deans, yet, and never had a second hand one with items missing.
This was a First time attempt to buy some things from Deans and I did not know that they were busy with a show, but does that means No one else answers emails But for one person? If that person was ever sick or God forbit passed away, No email replies???
I again did not mean anything negative against Deans Marine.
George from Canada
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Find out the "TRUE" facts before slating/having a go(if that`s the word)either party.George has spoken to ron dean on the phone(mobile) from canada and wanted to know why a parcel cannot be sent by rd to canada as it would be cheaper !(atlantic ocean,approx 3000 miles).So please before having a go/slating people find out the true facts.baloo
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I tell you what, you PM me your phone number and I'll call you every night for the rest of this year at times varying between 10pm and 4am, and we'll see how you like it shall we?
Certainly, I could but before I do that, but you may want to reconsider your comment.
You omitted part of my quote namely the thumbs up icons, :-)) :-)) :-)) which indicate I agree with the decrying of phone calls etc. In other words I agree with the trader complaining about, don't ring me outside business of hours.
Hence my disagreeing with the suggestion to ring and emphasising that emails are an essential means of communication for overseas customers and not telephones. I also mentined the time zone differences which you refer.
Obviously, I did not word my comment correctly otherwise you would not have come to your conclusion.
In closing I use email not telephones so you are safe from me.
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I think that TT is correct in saying that a minority of businesses conduct themselves entirely to their own satisfaction. In other cases it can be a question of balancing the demands of a a home based model boating business with the day job which can put a lot of strain on both. Shows put an additional stress on small family businesses, especially if there are several in close succession and this can affect response times while at the same time stoking up extra business. I know of one case where the proprietor is dyslexic and very reluctant to respond to emails yet he still maintains the address plus an automated ordering system.
It can be very frustrating for the customer sometimes, I agree. Not sure what the answer is really.
Colin
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:police: I think the Mayhem POLICE should close this thread straight away
Dave
I have just returned from one of the best Boat shows of the year and find all of the above.
What do I do ?
How can it escalate to this level ?
It doesn't make good reading for our Home bound members
It goes without saying that we are not here to pillary Traders who rely on us for their lively-hood. All we ask is to put yourself into their position and behave respectfully towards them.
We shall not be closing the thread yet as it will allow the members time to read all of the above and digest the contents.
However -------- Further outbursts of a legal nature will be removed without comment.
Regards
The Mayhem team
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I have dealt with several Germay companys.
Since I can NOT speak German the phone was not an option so it had to be email. I use google email to do the translating so the email is in German.
1 company was briliant top marks and I placed a big order with him.
Another one I emailed several time no reply . I asked a favor of the first company if they could phone him and ask why he does not answer email. I eventuly got a responce. Yes I did place an order with him as He was the only persion in Europe that had the boat I wanted.
The other company after 8 emails over a 4 month period I got a reply . Did not place an order
This shows how some company treat emails. For me the was the language barrier that stop me using the phone. There are modlers out there that are deaf have speach problems so the can not use the phone easly so email is a god send.
If a trader gos on hoilday set there email up so it sends a automic message that say on holiday back on XXXX date will respond after that date ASAP thank you for your email. My work does it. People dont mind waiting but HATE being ignored it is rude and unprofessional.
I thought we were still in a resion or depresion what ever it is called and traders needed ever order they can get.
john
Ps thankyou to the moderators for letting this thread run as it shows a problem
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Have to say i cant praise Deans Marine enough for their customer services. Phone calls are always answered promptly and no questions are too much trouble. As for emails, which is what the original question was, I have always had prompt replies to mine. But, there are two email options on the web page - 1 is to fill out the automated email form for contact and the other is to use the email address direct from your own email system and email to: contact@deansmarine.co.uk<contact@deansmarine.co.uk>;
i have always used the direct email system from my own email address as previously I have other problems with this type of email with other companies - not just model boat ones.
Is it possible that the member has used the automated format and there is a problem with it? I know from experierence of another well known model boat shop who has the same option and I filled out the automated contact page and got no reply. When I phoned to ask about no response they advised me that they were forever having problems with the so called smart page for email contacts. A direct email to them worked fine. It was all a system glitch and not a failing on their part but something they were trying to remedy but to which they were the hostage of the web page provider. So my guess is that its not the team at Deans but something they arent aware of or have little control over.
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It goes without saying that we are not here to pillary Traders who rely on us for their lively-hood. All we ask is to put yourself into their position and behave respectfully towards them.
I don't think anyone is being pilloried - it's more frustration that a trader advertises a service (phone or email) but then doesn't actually provide it. As tiger tiger says, firms that don't progress with the times will likely fail and as far as modeling goes I think most of us would rather they didn't. Most of this thread is just asking those who are below par to do better.
Traders should bear in mind too that it can be hard to tell from a website that they are either a 'proper' company or a back bedroom/part-time job.
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The clue is no reply to multiple email contacts. It sounds like a spam filter.
Ron is always fast at response, if and when he gets a message.
Use another email address to send him a message that isn’t likely to get blocked.
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The clue is no reply to multiple email contacts. It sounds like a spam filter.
As both were sent through Deans's own 'contact form' on their website, then they should not be rejected by his spam filters. After all, it'd be stupid to have a 'contact form' and then have the emails generated from it blocked by the spam filter.
Mark.
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I have just been on Deans marine website to check a few things out,
1- the past two weeks it looks like they have been at two shows Sandown and Warwick which takes a lot of planning and organising.
2- in the contact us form for the email section quite clearly states that you have to fill out the box marked 'verification' correctly which prevents spammers accessing the the site, I would presume that if you did not read the info regarding the postcode which has to imputed into the verification box it would automatically go into the spam box. This could explain why George might not have got a response, of course can't confirm this without talking to Ron first.
Whilst I know that if you try to contact a manufacturer and they do not respond it can be very frustrating there are very few suppliers left let alone model shops to buy them from, please try to refrain from bad mouthing them because some manufacturers very rarely receive good praise and it's always the bad stuff that people remember, once a manufacturer disappears there are very few people left to replace them then we all moan that we can't get any kits or parts.
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I would presume that if you did not read the info regarding the postcode which has to imputed into the verification box it would automatically go into the spam box.
Just tried this Nick, it just stops and tell you you've input the postcode wrong, and to go back and try again.
Mark.
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I would like to go on record to say that I have always found Ron Dean to be extremely helpful, often having gone way beyond the goals of excellent and very prompt service. I have usually phoned or used the full email address.
On my third Deans ship he actually talked me out of buying something more expensive in favour of gear that would do the job better, and has given invaluable help and advice to get my build started. IMO he is an enthusiast who appreciates fellow enthusiasts.
Phoning from abroad can be a practical problem, so please try him again using his full email address. Online Forms can sometimes be a bit iffy.
Bob
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If you don't get through to Deans Marine George let me know, I was talking to him just yesterday at the show. :-))
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The comment re Deans not answering emails seems to crop up from time to time on this and other forums.
Makes me wonder if there is a minor issue with the contact us form or an overzealous spam filter
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The comment re Deans not answering emails seems to crop up from time to time on this and other forums.
Makes me wonder if there is a minor issue with the contact us form or an overzealous spam filter
Finally, an answer to the original question/thread. (How is Deans Marine for email replies).
It seems, there is a problem and seems, they haven't rectified/dealt with it.
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Finally, an answer to the original question/thread. (How is Deans Marine for email replies).
It seems, there is a problem and seems, they haven't rectified/dealt with it.
And knowing that there is a problem is a pre-requisite to a fix.
I think now he definably knows there is a problem.
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Following a first class suggestion from member RAAArtygunner, the following excerpt copied from another thread
Answer from Deans Marine
Hi Martin No problems [with email] that I know of, 483 of them this morning as I have been at the Warks show since the 9th, and they will ALL be replied to today, even if we cannot help. we have three staff on mail alone. We do not have spam filter, unknown mail goes in to a seperate folder, 853 since thursday the 9th, if you send a mail to us and do not fill in the subject line then it probably will NOT get opened. As I have just read this thread today, I suggest the person from canada sends a mail to us at deansmarine@yahoo.co.uk, the contact page mail needs a code to prevent spanners, if you do not fill it in correctly, the mail will not get sent. ?? We answer ALL our mail every day, unless the question needs research or time to find out details to answer some of the VERY long and complicated mail we get, another reason for no reply is often the return e-mail reply address is incorrect. ? what are we supposed to do them we have one from Australia being VERY unpleasant on Sundays mail that he wanted his order for a kit on next day delivery ? Many thanks to you who have supported us on this thread, we try to give excellent service to all our customers, even if they are not buying our products, we have been at it for 30 years now, but we have been terrible if you believe the members of the hate deans marine fan club. ? Look forward to seeing the mailfrom Canada Regards