Axminster tools export dept

[MikeJhn]

Are Axminster tools export department always so frustrating to deal with.

Two orders placed with a quote required for delivery, nothing, not a thing from them.

Third order placed backed up with three e-mails to different departments, including export sales, nothing, after jumping through a myriad of hoops I eventually get my quote, this process took three weeks.

Order placed and paid for, nothing from them, no conformation of order, no delivery information, no dispatch note and no tracking number.

Are they always this bad?

Mike

 

[MattRoberts]

I'm afraid not - this week on two separate occasions I've ordered a tool and received it next day (along with confirmation emails etc).

Are you having them sent to France? Maybe that's where it's cocking up. No excuse for poor communication though

 

[John15]

That's amazing. Try giving them a ring. They are extremely efficient and helpful in my experience.

John

 

[Brian18741]

Where are you ordering from? I never had any trouble with them until recently on a few recent orders to Rep of Ireland. Turns out it was because I was using our new post code system in the address which was causing the problem. I dropped the post code from the address and it worked fine again.

Sent from my SM-G900F using Tapatalk

 

[karlpolly10]

I can only think you were unlucky, i have ordered things in the past and had them on my doorstep a couple of days later and an added bonus was delivery was free. regards Karl.

 

[MikeJhn]

All the orders I placed are for export to France, as I said in the first post, this is about the Export dept of Axminster, I am ordering off my normal laptop using my normal e-mail address so no excuse,s there.

Uk to Uk orders have also been bad for me see my review of the chip extractor I ordered: http://www.axminster.co.uk/axminster-ho ... eal-717658 what worries me is that the last time they ignored me its because they did not have part of the order, if this one is the same then I could be back in the UK when this order arrives in France, not being able to track or know what is going on is very frustrating.

Conversely I ordered some door knobs and hinges off SDS London, they sent me an e-mail immediately confirming my order with a tracking number showing exactly where the order was throughout its journey to me in France, I received the order in three days, that is unheard off in France.

I could get a complex about this, I think its just me they pick on, they must know I am old and frail and need my beauty sleep. (hammer)

Mike

 

[giantbeat]

i have this problem often with companies, not Axminster as i have never delt with their export but several of my over seas suppliers, by the sounds of it the emails are going through to someone who is not dealing with things but you got good results on the phone, you should not have to but i have found the same thing, call about your orders, even prep an email, call them, speak to someone and get their direct email as you are talking to them then email them and lists & specifics so they see it whilst on the phone. pain in the butt yet sometimes its the only way.

i have 3 or 4 companies i just cant deal with by email, has to be on the phone, waiting up until 3am to make orders is sometimes a pain

 

[Eric The Viking]

It's a PITA, I know, but if you can, actually call them.

Your online review says they sorted problems fast after you did that for the extractor, and it mirrors my own experience too - they don't fob you off in conversation but do own the problem through to resolution.

Obviously I have no idea what's gone wrong, although it's France's favourite time of year for industrial action etc., so anything is possible, but I am certain they don't want unhappy customers, anywhere in the world. It seems to me that they don't realise there is a problem at the moment (yes, I know you've emailed them, etc.).

Thing #1 is to get your consignment delivered in France, but thing #2 must be to make sure they have the details to fix the support processes too. I suspect someone has "dropped the ball" between the export department and the normal order taking process.

Can you do Skype-to-landline or similar to keep costs low? I'd be really surprised if a phone call doesn't sort it.

E.

 

[MikeJhn]

My problem is talking is a Pain for me in all sense's of the word, I have spoken with their on line help two or three times concerning this, I think my next best course is to start a PayPal report, that always seems to get some sort of reaction with other companies, may have to wait until after the week end for an answer.

Mike

 

[MikeJhn]

Well its all arrived eight days after placing the order, the young girl who delivered the 80Kg TS-250 saw had a really hard time getting it out of the van :roll: no notification it was out for delivery, as far as the tracking was concerned it was still in Bordeaux.

At least its here, if there is any interest I may do a piece by piece assembly thread?

Mike

 

[AES]

Mike, sorry to hear of your Axi export problems. In my experience, dealing with them by both phone and E-mail from Switzerland, their pre-order (query); delivery/notification; and after sales service are absolutely second to none. They even know that Switzerland is not in the EU so automatically knock the UK VAT off. I've dealt with them many times and can only guess you've just been unlucky.

BTW, have you got Skype? If not I suggest you download it onto your PC/laptop - completely free. Not only can you call all day long to any other Skype user anywhere in the world for absolutely no charge at all but you can also call any other Mobile or Landline number for the lowest charge I've ever seen - literally pennies for hours. Example, now I'm retired I don't make so many overseas calls as I used to, but a 16 Swiss Franc credit (about twelve quid these days I think) lasts me about a year and I DO make some overseas calls to landlines - e.g. to Axi and other mail/internet outlets.

HTH, and I'm sure you'll have better luck with them next time (I am an "Axi fan" but apart from that, usual disclaimers).

AES

 

[MikeJhn]

I am unable to talk on the phone, or Skype or any other form of verbal communication, so I have to rely on e-mail and interactive web sites, this should be good enough, but it seems for some companies its not.

Mike

 

[AES]

Oh, sorry to hear that Mike. "Gute Besserung" as they say here.

AES

 

[MikeJhn]

AES

Thanks for understanding, its only (I hope) a temporary condition, no solids, but at least now I can swallow fluids.

Mike