Print

Please login or register.
1 Hour 1 Day 1 Week 1 Month Forever
Login with username, password and session length.

[ballastanksian]

I ordered from Component shop, J.R.Haynes and Cornwall Model Boats recently and their help and order turnaround was in the very acceptable zone. If my order arriveas within the week I sent it including weekends then I am satisfied.

[carlmt]

I ordered from Component shop, J.R.Haynes and Cornwall Model Boats recently and their help and order turnaround was in the very acceptable zone. If my order arriveas within the week I sent it including weekends then I am satisfied.

Honest question from me in relation to the above comment - IF it was going to take longer than a week to arrive AND you were notified of that fact in advance (because the parts had to be made for instance), would that be acceptable too?  I have a fear that someone who orders a kit from me might get shirty because I am waiting for the hull to be made, even though I told them so at the outset - purely hypothetical at this time you understand.....

[jarvo]

Carlmt, the problem is Westbourne dont comunicate, if you have told the buyer that there is a problem, told them how that problem is coming allong you will have few problems.


Having said that, you will always have a winger who wants it NOW,


Hope this helps


Mark

[Colin Bishop]

If you are straightforward and upfront about delivery times then there can be no complaint providing that you keep to your stated delivery time or, if not for any reason, keep the customer informed. People are OK if they know what is happening, they only complain if they feel they are being kept in the dark or messed around with.

But don't make promises you may not be able to keep! Best to be pessimistically realistic then customers will be delighted when their goods arrive a bit sooner than expected.

Colin

[Crossie]

Carlmt, the problem is Westbourne dont comunicate, if you have told the buyer that there is a problem, told them how that problem is coming allong you will have few problems.


Having said that, you will always have a winger who wants it NOW,


Hope this helps


Mark

          This has been my experience too Mark, I was promised something within a  week , after two weeks of silence I enquired and was informed 'in another week', two weeks later the same thing, so I cancelled.  Retailers should realise that customers have [usually] many other things going on in their lives and a bit of truthful communication is worthwhile, at least to retain their trust if not that particular sale!  Some UK retailers seem to forget that customers have global resources at their fingertips now.

                                           Trevor

[essex2visuvesi]

Managing expectations is important in retail as well as any other service industry


As others have said people are normally quite happy to wait, as long as they are advised of this at the earliest opportunity and kept informed


For example where I work, a process takes say an hour.  We will say 90mins.   This way if there is an issue we have time to rectify it, plus the added bonus is that if we deliver 30 mins early we look better :)

[inertia]

Carl
The other golden rule is not to take payment before you are in a position to despatch the goods. There is no excuse for that.
Dave M

[GAZOU]

We had in France two or three suppliers who took control.
They took collected the money
When they had enough orders of the customers they ordered themselves their supplier.
It could last weeks.

Thanks to the forums customer know now.
Nobody wants to order more at their home.

A bad reputation lasts one week
Good reputation lasts for years.

[BFSMP]

I do not profess to know the ins and outs of the politics that go on throughout the modelling world, but there seems to be a lot of skulduggery going on in certain spheres of the trade that supplies the model boating fraternity, reading between the lines.

Beit cheep electrics from china and now collecting money up front before ordering it from suppliers. Is this the norm in just model boating or all aspects of the modelling hobby.

Jim.

[Colin Bishop]

Don't get the wrong impression Jim. Most suppliers to the model boating world are first class. The disappointment in this topic relates mainly to one supplier which previously enjoyed a very good reputation but which appears to have now fallen short of their original high standards.

Colin

[Tug Fanatic]

Carl
The other golden rule is not to take payment before you are in a position to despatch the goods. There is no excuse for that.
Dave M

This is not about Westbourne but a general comment.

I am not very happy about small companies with very little security holding my credit card details on their computers and much prefer the secure payments options of PayPal & the other banking channels that retailers use - the ones with https and the locked padlock in the address bar. I doubt that the retailers have the ability to delay the payment where these secure payment methods are used.

Can they delay taking the money?

PS I try & verify that they have stock before I order.

[BFSMP]

Don't get the wrong impression Jim. Most suppliers to the model boating world are first class. The disappointment in this topic relates mainly to one supplier which previously enjoyed a very good reputation but which appears to have now fallen short of their original high standards.

Colin

Thank you Colin.

Just a little bit clearer now. It is so hard to build up a good reputation and yet so easy to destroy it.

It is sad to hear that this is happening to this company that seems to have had, reading up in the site,  such a good reputation in the past.

Jim.

[Yarpie]

As a consumer and not a supplier, I make this comment in support of the supplier.

Suppliers NEED to verify the "colour of your money" before despatching goods.

There are too many nefarious folk out there for suppliers to rely on positive payment. Therefore they need confirmed payment before despatch.

I understand this.

At present I am dealing with a supplier who has had the misfortune of despatching, via Royal Mail first class letter post (small in volume). He has sent my order three times (at no extra cost) because the first two deliveries failed. This retailer stood to lose £100 because of the failed deliveries, but he persevered in the interests of the customer. Thankfully, the first "failed" delivery arrived yesterday, (first class letter post....... three weeks after posting).

Happy to relate that I can return the first consignment back to him, and the second, should it eventually arrive.The point is; we were in communication throughout the five-week issue and had consequently built up a trust throughout the negotiations.  The supplier (ends in Bits) and I developed a mutual trust because of the problem.

It does go to prove that dialogue helps in misunderstandings.

Well done the proprieter, Steve.

Sandy.

[inertia]

This is not about Westbourne but a general comment.
I am not very happy about small companies with very little security holding my credit card details on their computers and much prefer the secure payments options of PayPal & the other banking channels that retailers use - the ones with https and the locked padlock in the address bar. I doubt that the retailers have the ability to delay the payment where these secure payment methods are used.

All businesses which handle credit/debit card data at any level are bound by this https://en.wikipedia.org/wiki/Payment_Card_Industry_Data_Security_Standard
The level of security which they are obliged to have depends on the nature of the records they keep, but is subject to a compulsory risk self-assessment and declaration at the very least. Penalties for non-compliance are very severe and their inspectors can have access to examine and inspect without warning. That's more powers than the dreaded VAT man! There's also the point that large organisations like Paypal and the banks are far more obvious and potentially lucrative targets for the professional hackers than an obscure little model boat retailer - even an honest and trusting guy like Steve Tranter.
BTW I'd advise any traders who haven't heard of the PCI DSS to get wise to it quickly - they do mean business.
DM

[carlmt]

This is not about Westbourne but a general comment.

I am not very happy about small companies with very little security holding my credit card details on their computers and much prefer the secure payments options of PayPal & the other banking channels that retailers use - the ones with https and the locked padlock in the address bar. I doubt that the retailers have the ability to delay the payment where these secure payment methods are used.

Can they delay taking the money?

PS I try & verify that they have stock before I order.

Just a quick point on this matter from me - we are currently in the process of setting up a secure payment method on the website for when it goes live.  I cannot speak for other traders/suppliers, but in our case we will never know the card details of the customer as that side of things is handled by the provider of the 'merchant account' and 'shopping basket' (something like that anyway!).  Once the customer decides to make a purchase through the website, they are taken to a secure page where their card details are entered.  These are then verified by the 3rd party provider (not us!) as to the ability of the customer to pay.  Only then do the funds get released to us.
 
Yes, it will be expensive for a small firm like ours to keep large stocks of things such as hulls (particularly), but it is our intention to have up to 5 in stock at any one time.  Our website, however, will advise getting in touch before ordering to verify that a particular kit is in stock and ready to dispatch.  If it isn't, then we can let the customer know when it WILL be in stock and they can then order at THAT time should they wish.

[carlmt]

All businesses which handle credit/debit card data at any level are bound by this https://en.wikipedia.org/wiki/Payment_Card_Industry_Data_Security_Standard
The level of security which they are obliged to have depends on the nature of the records they keep, but is subject to a compulsory risk self-assessment and declaration at the very least. Penalties for non-compliance are very severe and their inspectors can have access to examine and inspect without warning. That's more powers than the dreaded VAT man! There's also the point that large organisations like Paypal and the banks are far more obvious and potentially lucrative targets for the professional hackers than an obscure little model boat retailer - even an honest and trusting guy like Steve Tranter.
BTW I'd advise any traders who haven't heard of the PCI DSS to get wise to it quickly - they do mean business.
DM

Cheers Dave!!! This has been my bedside reading for the last few weeks 

[Tug Fanatic]

carlmt

Sounds like your business is one of the good guys. I am sure that it is expensive & probably time consuming but there is really no alternative.

Isn't the "Payment Card Industry Data Security Standard" everybody's favourite bedtime reading?

My question is still unanswered. If the retailer does this properly & links his website to a secure payment provider is there any way that the payment can be delayed until the item is in stock? If not then it becomes even more important to ensure stock availability before ordering - which as I said is what I do anyway.

[PeachyPM]

Hello Carlmt,
Any news on when your web-site will be up and running?


www.linkspanmodels.co.uk

[gingyer]

Speaking from experience I am outstanding a full kit (£1000) from a well known manufacturer for near on 6years. paid in full as it was on a special offer. I think they think I may forget which is something I won't be doing, and will keep reminding them about it every few weeks, with promises of when it's due etc.
Perhaps it would be better Carl for you to do what APS does in Australia. 25% non refundable deposit when you order and the remainder when the kit is ready for dispatch 


Before anybody says small claims court I checked into this my money was gone, there was no money in their bank only debt so if I claimed I would be getting nothing but fresh air!

[carlmt]

Hello Carlmt,
Any news on when your web-site will be up and running?


www.linkspanmodels.co.uk

Just as soon as we bottom out the issues with the 'shopping cart'.......... Was hoping it would be sorted by now, but the issue of setting up the business account with the bank was like wading through treacle - but now this is done, it is this shopping cart malarkey that is holding things up.....
There is light at the end of the tunnel............just hope it isn't an onrushing train!!!!!!!!!

[Netleyned]

Gingyer,
If they are still trading but have no cash,
then the threat of bankruptcy proceedings
May be an option.
You might not get your cash but it would stop
them trading and might be enough for them to
cough up.


Ned

[inertia]

Gingyer,
If they are still trading but have no cash,
then the threat of bankruptcy proceedings
May be an option.
You might not get your cash but it would stop
them trading and might be enough for them to
cough up.
Ned

Ned
Have you ever met Colin?? The sight of him at the door of my premises - especially in full kilt - would make me reach for the secret cash-box within a few nanoseconds. I'd even crack open a bottle of 15-year old malt for him!

Colin
"Nudge, nudge, wink, wink, know what I mean, eh, eh?" he said. Name and shame - but politely...  Seriously, Ned is right. No consolation or recompense for you but it would stop the buggers from ripping off anyone else. 

Dave M

[Netleyned]

The red headed Scotsman at Wicky 2010 I believe we did meet .


Ned

[jaymac]

Ned
Have you ever met Colin?? The sight of him at the door of my premises - especially in full kilt -!

 
Oh NO not the Hand stand trick again 

[gingyer]

The red headed Scotsman at Wicky 2010 I believe we did meet .


Ned

Guilty as charged