Customer Care Survey 02 - Axminster *** RESULT *** 7.85

[CHJ]

Never had a problem with delivery of goods ordered by web, had to deal with customer services twice by phone;
First time for replacement of a defective (out of warranty) part, was charged postage only and it arrived next post.
The second time was for defective parts purchased at shop, phone call resulted in replacement delivery next day with returns envelope for defective items.

Several e-mails asking for technical clarification or spares ident details have all been answered promptly with follow-up contact details supplied in case of continuing queries.

I give them an 8.

 

[tiler99]

Not impressed at all with these people.
They placed an item online which was just what i needed but when i ordered they said it was a mistake....yeah like 3 days later, when i misse out on the same item on Ebay.
Just placed an order this week, waited a while and got confirmation of order. Waited and waited but no despatch notice. Emailed them and waited, then an email saying it had been despatched despite the site showing confirmation only of order. Then another wait and i check site to see only partial despatch....grrrrrrrrrrrr.
Emailed my frustration and asked why they had contacted me to say it had been despatched when it hasnt it full. Another wait and they responded apologising but not saying why.
All very frustrating, i know i will use them again but i will look elsewhere too.

Sods law though that the parts i really need or on back order.


Oh and to have a further moan when i received their reply it was from a persons name and had no clue as to it being from Axminster. It got caught in my Spam filter and was only by chance i saw it.....whats that all about? no point asking cos they wont respond.

 

[Anonymous]

Hi Neil

I only see the results, not an option for me to vote

 

[tiler99]

I think its closed now Tony.

 

[sooty]

I gave them an 8 cheaper prices would have pulled a 9

 

[Newbie_Neil]

Hi Tony

I only see the results, not an option for me to vote

Unless Sooty knows differently, I've kept each vote open just for a couple of weeks. I didn't want there to be a continual voting process, as that would be open to abuse.

Once closed, I've done the maths and updated The List with the average.

Cheers
Neil

 

[beech1948]

Hi,
Interesting thing here is that there is no score below Average and that the average score is still quite low as all the scores are at the higher end.

I wonder if maybe there might be a need to better specify what each category means. One persons average will be excellent to another.

regards
Alan

 

[Newbie_Neil]

Hi Alan

I've purposely kept these vague, on the basis that if someone votes in each poll they will apply the same criteria.

This will never be perfect, but with the added input from the member posts it gives you a reasonably balanced view of the company.

Cheers
Neil

 

[davegw]

I'd give axminster an 8