Anyone else experienced long delays from Seven Speed ?
Discussion
Having ordered an Item from Seven Speed, I realised I ordered the wrong part. Seven Speed kindly offered to replace item , so I sent package back. Now after 6 weeks and over half a dozen chase notes I still don't have the replacement item. 
I understand delays due to suppliers taking hols etc, but not replying to mails for 3+ days after numerous chase mails, does not represent good customer service to me. Shame, as I wanted to buy some other parts from same place, but after this experience I'll be going elsewhere.
Dave
I understand delays due to suppliers taking hols etc, but not replying to mails for 3+ days after numerous chase mails, does not represent good customer service to me. Shame, as I wanted to buy some other parts from same place, but after this experience I'll be going elsewhere.
Dave
I've had this problem with other suppliers and I asked my credit card provider to make a charge back on the company. I provided the card company with copies of my correspondance and within a matter of days I had a full refund.
This would be my next step because clearly you are going nowhere at the moment and just being strung along. The time it takes to reply to your emails the refund could easily have been executed.
Good luck.
This would be my next step because clearly you are going nowhere at the moment and just being strung along. The time it takes to reply to your emails the refund could easily have been executed.
Good luck.
Good option.
Also found the following advice re distance selling which I wasn't aware of here http://www.onlineshoppingrights.co.uk/understandin...
It is worth noting that if no 7 day-cooling off period was stated in the original terms and conditions of the contract, then the consumer is automatically entitled to a three month period in which they can change their mind about the purchase. Also, the right to cancel or withdraw can be implemented by the consumer even once the goods or services have been provided.
Would rather the company just provide a decent service, but at least I now have options.
Also found the following advice re distance selling which I wasn't aware of here http://www.onlineshoppingrights.co.uk/understandin...
It is worth noting that if no 7 day-cooling off period was stated in the original terms and conditions of the contract, then the consumer is automatically entitled to a three month period in which they can change their mind about the purchase. Also, the right to cancel or withdraw can be implemented by the consumer even once the goods or services have been provided.
Would rather the company just provide a decent service, but at least I now have options.
I havent't been happy with any of the 7 / bits / soft / carbon / Internet what ever you want too call them companies, all have disappointed me, either by not delivering, robbing me blind, persuading me not to buy, not answering the phone, not selling, taking my money and putting me on a life time back order... I have been easy money over the years, sorry they have been greedy un profeesional reallly useless. Only delivered through Ministers for me and that's not going to happen any more for obvious reasons. No wonder the UK economy is f..k. HELLO my Seven is a hobby, therefore no budget, have cash, want to order, want service, want to support industry involved in my interest and want to rave about the company and promote it.. No chance a waste of time! Wish I never bothered sometime and stuck with a Caterham factory strait spec!
I think the problem with some of these companies (and I use the term company loosley) is that they are mainly enthusisasts trying to earn a buck from their hobby. ie. one guy.
It seems to me they don't carry stock, but take your money, than use it to order the parts from the supplier.
Most of the stuff these Guys sell, you can buy directly from the people who make it.
It seems to me they don't carry stock, but take your money, than use it to order the parts from the supplier.
Most of the stuff these Guys sell, you can buy directly from the people who make it.
Dave, please be aware that your stripes are next to be done
remember these are a replacement for the set you incorrectly ordered
Also the set returned to me are only good for the bin as they have been rolled too tight, but its not a problem in this instance and i am not charging you for the replacement set
Your stripes were in a que and had to wait a bit longer as he company who supply them to me (another 7 owner) was on holiday for a couple of weeks.
Again apologies for the delay, this is not normal.
Its hard sometimes to keep everyone happy with quick delivery times etc, we try and the quality of products is as good as you will find anywhere else inc Caterham
Last time i checked these stripes from Caterham were almost 3 times as expensive for the same quality
remember these are a replacement for the set you incorrectly ordered
Also the set returned to me are only good for the bin as they have been rolled too tight, but its not a problem in this instance and i am not charging you for the replacement set
Your stripes were in a que and had to wait a bit longer as he company who supply them to me (another 7 owner) was on holiday for a couple of weeks.
Again apologies for the delay, this is not normal.
Its hard sometimes to keep everyone happy with quick delivery times etc, we try and the quality of products is as good as you will find anywhere else inc Caterham
Last time i checked these stripes from Caterham were almost 3 times as expensive for the same quality
Small companies like SBFS do tend to polarise opinons because, inevitably because of their size , service levels are not always constant. I think it goes with the territory and if you order with them on the basis that it isn't like ordering from Amazon you shouldn't be disappointed. I have a number of items from SBFS- all of extremely high quality and all of which have enhanced Seven ownership . I have had one problem- which was remedied foc by return of post and I have found in the case of one item which was very slow in arriving that a polite phone call worked wonders.A forum rant is a good way of blowing off steam but sometimes unjustifiably besmirches a company's reputation and rarely results in the problem being sorted. And of course the satisfied customer rarely posts - the unsatisfied one does.
coppice said:
Small companies like SBFS do tend to polarise opinons because, inevitably because of their size , service levels are not always constant. I think it goes with the territory and if you order with them on the basis that it isn't like ordering from Amazon you shouldn't be disappointed. I have a number of items from SBFS- all of extremely high quality and all of which have enhanced Seven ownership . I have had one problem- which was remedied foc by return of post and I have found in the case of one item which was very slow in arriving that a polite phone call worked wonders.A forum rant is a good way of blowing off steam but sometimes unjustifiably besmirches a company's reputation and rarely results in the problem being sorted. And of course the satisfied customer rarely posts - the unsatisfied one does.
Well said.As stated in my original post the service in terms of replacing part of the order was appreciated. When I was informed of delays due to holidays, I was reasonable and accepted them.
However when you find numerous chase mails are ignored over a period of time and only when you post on a forum and file a PayPal dispute do you get a response it gives an indication to levels of customer service. Appreciate smaller outfits can't always compete with larger outfits, but more than ever in today's climate you need to keep your customers happy. Basic things such as replying to customer queries around orders in a timely manner (even 48 hrs is better than nothing), sticking to stated actions for specific dates etc, will ensure repeat business.
It appears others have had good service, so mine seems be an exception
However when you find numerous chase mails are ignored over a period of time and only when you post on a forum and file a PayPal dispute do you get a response it gives an indication to levels of customer service. Appreciate smaller outfits can't always compete with larger outfits, but more than ever in today's climate you need to keep your customers happy. Basic things such as replying to customer queries around orders in a timely manner (even 48 hrs is better than nothing), sticking to stated actions for specific dates etc, will ensure repeat business.
It appears others have had good service, so mine seems be an exception
Edited by TangoGTR on Saturday 18th August 12:32
coppice said:
Small companies like SBFS do tend to polarise opinons because, inevitably because of their size , service levels are not always constant. I think it goes with the territory and if you order with them on the basis that it isn't like ordering from Amazon you shouldn't be disappointed. I have a number of items from SBFS- all of extremely high quality and all of which have enhanced Seven ownership . I have had one problem- which was remedied foc by return of post and I have found in the case of one item which was very slow in arriving that a polite phone call worked wonders.A forum rant is a good way of blowing off steam but sometimes unjustifiably besmirches a company's reputation and rarely results in the problem being sorted. And of course the satisfied customer rarely posts - the unsatisfied one does.
true ... so I'll post as a satisfied customer of 7speed , good quality and no excessive waits here Never had any problems ordering or receiving goods from Sevenspeed .
In fact Carl has always been very hands on,letting me know when my stuff is in or dispatched and always at the end of the phone for advice and technical info .
Having bought several things online they all arrived on time.
I value good service and in my mind sevenspeed is a company I will be using in the future !
Mark
In fact Carl has always been very hands on,letting me know when my stuff is in or dispatched and always at the end of the phone for advice and technical info .
Having bought several things online they all arrived on time.
I value good service and in my mind sevenspeed is a company I will be using in the future !
Mark
The fact here is quite simple.
SevenSpeed offer exception service and work really hard to provide it.
Carl placed the order with his supplier and it was sent out in good time, the customer placed the order wrongly (specified the wrong part)
The supplier closes down for 2 weeks in the summer, this is never an issue as the suppliers main customer base also close down at this time.
Someone decided not only to have the Olympics in the UK but also to undersell corporate marketing opportunities, then re market them, leaving the supplier unable to cope, since he make's very little money from vinyl stripes he had to prioritise and even though he hatted moving SevenSpeed back down the list he had little choice.
Hence all orders for SevenSpeed were delayed.
Carl did not cause this issue and if he was slow to communicate I'm sure he's leant a lesson.
I will be in work early tommorrow and will personally ensure your stripes are sent out on Tuesday (they need to sit 24 hours before being packaged)
I am sorry if anyone has been given the wrong impression on SevenSpeed due to my error.
Kev
SevenSpeed offer exception service and work really hard to provide it.
Carl placed the order with his supplier and it was sent out in good time, the customer placed the order wrongly (specified the wrong part)
The supplier closes down for 2 weeks in the summer, this is never an issue as the suppliers main customer base also close down at this time.
Someone decided not only to have the Olympics in the UK but also to undersell corporate marketing opportunities, then re market them, leaving the supplier unable to cope, since he make's very little money from vinyl stripes he had to prioritise and even though he hatted moving SevenSpeed back down the list he had little choice.
Hence all orders for SevenSpeed were delayed.
Carl did not cause this issue and if he was slow to communicate I'm sure he's leant a lesson.
I will be in work early tommorrow and will personally ensure your stripes are sent out on Tuesday (they need to sit 24 hours before being packaged)
I am sorry if anyone has been given the wrong impression on SevenSpeed due to my error.
Kev
Edited by Kevin Bowler on Sunday 19th August 18:16
It is nice to see so many folk fighting to get to the front and defend the small companies and the folk working there.
Like most of us, I expect a different level of service on issues related to my weekend car, compared to what I expect from a big company like Audi, for example. Neither size of company has better or worse customer service, but I can tell you which is more friendly, open, honest and wholesome.
I have only bought the car itself, so far, and my only contact point at Caterham was Sean, who has been a fantastic help and resource over the last few months.
And when the upgradeitis bites, I won't be hesitating to use the rich vein of small companies to modify my car into something otherworldly...
Like most of us, I expect a different level of service on issues related to my weekend car, compared to what I expect from a big company like Audi, for example. Neither size of company has better or worse customer service, but I can tell you which is more friendly, open, honest and wholesome.
I have only bought the car itself, so far, and my only contact point at Caterham was Sean, who has been a fantastic help and resource over the last few months.
And when the upgradeitis bites, I won't be hesitating to use the rich vein of small companies to modify my car into something otherworldly...
alanplumbridge said:
Now you've got me worried because I placed an order yesterday!
Just so I dont't leave this in the air - I ordered a car cover from Seven Speed last week. It's the first time I've ever bought anything from them. E-mail enquiries made before purchasing were replied-to within an hour or two, including questions needing a third-party to answer. I got confirmation of dispatch this morning; that's three working days from my order. Conclusion: my first transaction with this supplier has been exactly what I would have hoped for.Gassing Station | Caterham | Top of Page | What's New | My Stuff