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Sublination… Rant
Before I started ordering from any one supplier I placed a few small orders with some of the main sublimation suppliers.
Everyone was quick, efficient and helpful……….with one exception. Subli NationI placed an online order on 28/05/08 for 2 products,a T Square it and T Pad it, paid for by card.
Immediately I received a telephone call explaining that only one item was in stock (even though the web site said that they were in stock) and would I like them to wait until both could be sent together to save them charging me postage twice. I agreed to this.The second item came into stock last Thursday after a customs delay ( this was posted on subli nations web forum), I called and was told my items would be sent and I would have them before Saturday.
I have called daily but cannot get beyond a ‘message service’ who can do nothing but pass on messages……they now know my voice and have my telephone number in front of them. My messages are marked ‘urgent’.
I received this email on Tuesday
"Hi John,
Sorry if you’ve struggled to get hold of us today. We’ve just had the new accounts system installed, and we’re now being trained on it. We were pretty quiet last week, so we didn’t think there would be much of a problem this week with the training – Wrong!
This week it’s gone mad, everyone seems to be placing orders, and we’re in the middle of the training, so we’re struggling!
We’re doing our best to get through all the call backs – but if you’re still awaiting a call back, please drop me an email and I’ll try to reply tonight, or first thing tomorrow if it requires a telephone call.
We’re also in training tomorrow, as the providers are down from Scotland to train us so we can’t just send them away & ask them to come back – but we should be back to normal on Thurs.
Sorry once again if you’re finding it a nightmare to get hold of us, we’ll be sorted out very soon – and up & running with our much faster system.
Thanks John,
Kind Regards
Kevin Lewis
Subli Nation Ltd"my replies to this have been ignored.
What would you do in this situation?
John
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74 Replies
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Hi John
As you’ve paid by card, I’d ask for a refund!!
I have to say, I’m not surprised 🙁 . I know there are people on here who rate Kev, but I’d guess that was because they’d never had a problem.
My ‘problem’ was miniscule – really -but it was also my first order!!
Anyway, don’t worry, someone from here will tell him, so I’m sure he’ll be here later to answer you 😕 😕
Barbara -
John I am up your way next week.PM me and I will give you my two bobs worth on Sublination.
Peter
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well …..the power of the ‘boards’………just had a call from Subli Nation apologising and assuring me they will send my goods out……
John
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Good luck John,
I had a terrible time with Subli-Nation, I met with arrogance, my e-mails and telephone calls were not answered, items were sent out knowingly damaged and I was told that replacements had been sent to me but never arrived (because they didn’t have them in stock to send).
The head man Kevin admitted ‘laziness’ and that ‘someone is going to get a foot up their *rse on Monday’ ….this was all happening while he was out and about setting up distribution centres around the country. If these distributions centres are to be modeled on the conduct of Head Office then I offer little hope for their future.
I told them that I would mention my experience on this forum, thanks for the prompt.Jeremy
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Just to update this.
Despite being promised on Thursday that it was being sent out immediately ……….. we’re still waiting.Very disappointing service. To put it mildly. 😕
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For companies that think they have gotten too big for their boots and don’t put much effort into customer services, the only thing to do is go else where. They will soon start listening when sales start dropping off.
Yes things will always go wrong, but its how they are dealt with that counts to me. If a company bends over backwards to rectify a problem I will keep going back. If I feel that I’m being taken for a ride, I’m off to another supplier….there are plenty out there.
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Well Ive said it before and Ill say it again.
you cannot beat xpres on sublimation stuff, yes other companies have bigger ranges of stuff, but mugs, coasters placemats etc are all well priced, and all their hardboard stuff like placemats are Unisub, unlike some other companies who use cheaper options.
Xpres buy direct from unisub so get greater discounts.
I buy my other stuff from Martin at BMS, always a good service off them as they seem to be smaller but better, and have a great range, http://www.printerowners.co.uk, also the only place i found in the Uk that does pillowcases.
That may help -
quote Barbara Eden:Hi John
As you’ve paid by card, I’d ask for a refund!!
I have to say, I’m not surprised 🙁 . I know there are people on here who rate Kev, but I’d guess that was because they’d never had a problem.
My ‘problem’ was miniscule – really -but it was also my first order!!
Anyway, don’t worry, someone from here will tell him, so I’m sure he’ll be here later to answer you 😕 😕
BarbaraHi Barbara
Your problem is that we had mis-counted some subli patches, if I remember it came to the value of about 30 pence, and we had received no contact from you to tell us of the problem, so we could do nothing about it. When we found out – from your post here – we sent out the missing patches, if you had contacted us directly at the time we would have done this straight away
Thanks,
Kev
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quote John Thomson:Before I started ordering from any one supplier I placed a few small orders with some of the main sublimation suppliers.
Everyone was quick, efficient and helpful……….with one exception. Subli NationI placed an online order on 28/05/08 for 2 products,a T Square it and T Pad it, paid for by card.
Immediately I received a telephone call explaining that only one item was in stock (even though the web site said that they were in stock) and would I like them to wait until both could be sent together to save them charging me postage twice. I agreed to this.The second item came into stock last Thursday after a customs delay ( this was posted on subli nations web forum), I called and was told my items would be sent and I would have them before Saturday.
I have called daily but cannot get beyond a ‘message service’ who can do nothing but pass on messages……they now know my voice and have my telephone number in front of them. My messages are marked ‘urgent’.
I received this email on Tuesday
“Hi John,
Sorry if you’ve struggled to get hold of us today. We’ve just had the new accounts system installed, and we’re now being trained on it. We were pretty quiet last week, so we didn’t think there would be much of a problem this week with the training – Wrong!
This week it’s gone mad, everyone seems to be placing orders, and we’re in the middle of the training, so we’re struggling!
We’re doing our best to get through all the call backs – but if you’re still awaiting a call back, please drop me an email and I’ll try to reply tonight, or first thing tomorrow if it requires a telephone call.
We’re also in training tomorrow, as the providers are down from Scotland to train us so we can’t just send them away & ask them to come back – but we should be back to normal on Thurs.
Sorry once again if you’re finding it a nightmare to get hold of us, we’ll be sorted out very soon – and up & running with our much faster system.
Thanks John,
Kind Regards
Kevin Lewis
Subli Nation Ltd”my replies to this have been ignored.
What would you do in this situation?
John
Hi John
This email you have pasted in the the forum, was an email which went out to all of our customers – to explain that we’re having a nightmare at the moment & we’re struggling to call everyone back.
I’m sorry if we let you down John, all companies have issues from time to time. We’re currently making a lot of changes, with the UK dealerships – so yes, we’re sloppy at the moment, and I am very sorry – we’re doing out best to fix the situation – which ultimately will be fixed when the dealers are set up – as we will be supplying via 15 area dealers throughout the UK, you’ll be able to pop in to your local dealer & collect, which will fix many problems.
Thanks
Kev
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quote subli:quote Barbara Eden:Hi John
As you’ve paid by card, I’d ask for a refund!!
I have to say, I’m not surprised 🙁 . I know there are people on here who rate Kev, but I’d guess that was because they’d never had a problem.
My ‘problem’ was miniscule – really -but it was also my first order!!
Anyway, don’t worry, someone from here will tell him, so I’m sure he’ll be here later to answer you 😕 😕
BarbaraHi Barbara
Your problem is that we had mis-counted some subli patches, if I remember it came to the value of about 30 pence, and we had received no contact from you to tell us of the problem, so we could do nothing about it. When we found out – from your post here – we sent out the missing patches, if you had contacted us directly at the time we would have done this straight away
Thanks,
Kev
Probably not the best move answering and highlighting individual problems on a forum that are affecting your company. Put out a general statement and direct specific answers back to your customers bu e-mail and phone calls. Might just show you care and are working on a remedy.
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quote Jeremy Howes:Good luck John,
I had a terrible time with Subli-Nation, I met with arrogance, my e-mails and telephone calls were not answered, items were sent out knowingly damaged and I was told that replacements had been sent to me but never arrived (because they didn’t have them in stock to send).
The head man Kevin admitted ‘laziness’ and that ‘someone is going to get a foot up their *rse on Monday’ ….this was all happening while he was out and about setting up distribution centres around the country. If these distributions centres are to be modeled on the conduct of Head Office then I offer little hope for their future.
I told them that I would mention my experience on this forum, thanks for the prompt.Jeremy
Hi Jeremy
I can understand you being annoyed, we really cocked you up – and someone DID get my size 10 up their backside for that! But we didn’t knowingly send you damaged goods – alu sheets came to us with some damages, we didn’t check them properly before sending out – it wasn’t purposeful, if it was it would be a daft thing to do – as we refunded you & let you keep the aluminium, so we wouldn’t have gained much.
quote :If these distributions centres are to be modeled on the conduct of Head Office then I offer little hope for their future.No – not at all!!
The reason we’re struggling & getting sloppy, is that we’re too busy. we have around 1600 customers, we grew too bloody fast, and we’re not organised enough to service the whole of the UK from our one unit, with a handful of staff.
I had some really clever business advisors helping me decide what to do, as I could see that we were going the way that other competitors had gone before us – growing a good customer base & then pi**ing them all off by being too busy to look after them all!
We had a few choices, one of them was to get a load of funding to become a much bigger outfit & be able to then cope with the level of business we’re doing – but we decided this didn’t suit us, as we’d end up being a large faceless organisation with a high turnover of staff.
So – we decided instead to set up regional dealers.
So, we’re setting up 15 of them throughout the UK & Ireland, the dealers are buying the stock (that’s all, we’re not asking them to pay for the opportunity, just to buy stock) and each area dealer will sell only to customers within their territory.
We’re setting them up so that each dealer is within a territory where the outskirts of that territory are not much more than an hours drive away – so the idea is that most people will choose to collect, and save themselves a lot of problems & costs associated with having goods delivered.
Most are also putting on a van with weekly or fortnightly drops towards the outskirts of the territories.
So the dealers will NOT have the same problems we have, as long as they keep well stocked they’ll be fine. Most of our problems have been to do with picking & delivering orders, with a warehouse too busy to cope, making mistakes when picking orders – add to that courier problems = angry customers sticking the boot in on forums!
Once again – anyone we have upset, I am very sorry, and I am very confident that the dealers setup is going to sort this out.
Thanks
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quote Graeme Harrold:quote subli:quote Barbara Eden:Hi John
As you’ve paid by card, I’d ask for a refund!!
I have to say, I’m not surprised 🙁 . I know there are people on here who rate Kev, but I’d guess that was because they’d never had a problem.
My ‘problem’ was miniscule – really -but it was also my first order!!
Anyway, don’t worry, someone from here will tell him, so I’m sure he’ll be here later to answer you 😕 😕
BarbaraHi Barbara
Your problem is that we had mis-counted some subli patches, if I remember it came to the value of about 30 pence, and we had received no contact from you to tell us of the problem, so we could do nothing about it. When we found out – from your post here – we sent out the missing patches, if you had contacted us directly at the time we would have done this straight away
Thanks,
Kev
Probably not the best move answering and highlighting individual problems on a forum that are affecting your company. Put out a general statement and direct specific answers back to your customers bu e-mail and phone calls. Might just show you care and are working on a remedy.
I disagree,
If someone is saying something about my company on a forum, then I will deal with that problem there on the forum – and put the problem into context. If this isn’t acceptable by the person who made the post, then they should have made the complaint directly rather than on a public forum…..
Cheers
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quote John Thomson:well …..the power of the ‘boards’………just had a call from Subli Nation apologising and assuring me they will send my goods out……
John
Hi John,
this was nothing to do with the power of the boards, I have only seen this post today – you were called back because Mark was sat going through a huge list of people to phone & apologise to, following the email that had been sent to all customers a couple of days earlier.
Cheers
Kev
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quote subli:quote John Thomson:well …..the power of the ‘boards’………just had a call from Subli Nation apologising and assuring me they will send my goods out……
John
Hi John,
this was nothing to do with the power of the boards, I have only seen this post today – you were called back because Mark was sat going through a huge list of people to phone & apologise to, following the email that had been sent to all customers a couple of days earlier.
Cheers
Kev
Why employ someone to appologise? Better to have him putting orders in a jiffy bag 😕
The question still remains…….where are my T square it and T Pad it? Will I receive them or will you refund me?
I only posted my ‘buying experience ‘ with you company here because
I am fed up sending you emails and telephoning your staff to be told they are a ‘messaging service’ who cannot do anything.Needless to say a ‘regional dealer’ will have an uphill struggle trying to get me to buy from them.
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quote John Thomson:quote Kevin Lewis:quote John Thomson:well …..the power of the ‘boards’………just had a call from Subli Nation apologising and assuring me they will send my goods out……
John
Hi John,
this was nothing to do with the power of the boards, I have only seen this post today – you were called back because Mark was sat going through a huge list of people to phone & apologise to, following the email that had been sent to all customers a couple of days earlier.
Cheers
Kev
Why employ someone to appologise? Better to have him putting orders in a jiffy bag 😕
The question still remains…….where are my T square it and T Pad it? Will I receive them or will you refund me?
I only posted my ‘buying experience ‘ with you company here because
I am fed up sending you emails and telephoning your staff to be told they are a ‘messaging service’ who cannot do anything.Needless to say a ‘regional dealer’ will have an uphill struggle trying to get me to buy from them.
Hi John
Mark wasn’t phoning people just to apologise – he was going through the call back list, unfortunately most of the calls included an apology first because of how long it took to get through the list.
Your stuff was sent out, I picked them myself, that’s how busy we are!
😉 I can’t remember what day it was though, I’ll check in the morning & let you know.The messaging service kicks in when we’re all on the phone, yes we’re struggling to answer all calls at the moment so we’re having to rely on the messaging service a lot – we are getting back to people, but last week it was taking a lot longer than usual.
I don’t know what else I can say, all companies have glitches – we’re having a bit of a glitch at the moment, and we’re in the process of sorting it out, I’ve sent emails out to all customers apologising, everyone has had call backs (although some have had to wait a few days) to sort out their problems, and we really are doing our very best.
We have hundreds of happy customers though, this post relates to a couple of minor problems with delays in getting back to people –mod-edit see board rules- :police3: most are very supportive because of the level of service we give them most of the time, and the effort we put in to correct problems whenever they occur.
Thanks
Kev
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Actually Kevin, if you look at the posts relating to this in June last year, you will see that i DID contact you (or tried to, I should say) by e-mail and phone.
I was asked to elaborate, so I did. I also said then, as I have done now, that it was minuscule-but so blindingly obvious!!!!! The darned thins are packed in 50’s, and all the other boxes were sealed these were all loose in the bottom.
The only time I had a response from you was when I posted on here – as now.
What a pity you aren’t as quick to respond to your customers, as you are to respond on here-oh! and to send out your own mailers at very regular intervals!My main gripe was (as I suspect John’s is) that I was a NEW customer, and expected to be treated better. Looking at thee response this time, I’m not the only one.
Barbara -
quote Kevin Lewis:Mark was sat going through a huge list of people to phone & apologise to
KevI had been emailing and calling twice a day for almost a week…your ‘message service’ girls know my voice and telephone number by heart because I have called so many times…mark had no idea if my items had been sent or not………he said he would send them but if two sets arrived could I send one back!!!!!!!!!! and that was on Thursday last week!
Mistakes happen but when they do it is how you sort them that makes a difference, if it happens in my business I hold my hands up to the mistake and do EVERYTHING I can to fix it as my number one priority………I have a legitimate grievance and instead of sorting it I feel I have been given the run around.
It will be interesting to hear when you personally packed and sent my items…………first class post takes a day in over 99% of cases…..so if you sent it on Saturday I will get it tomorrow?…….3 and a half weeks after I paid for it.It is not a big order £42 will certainly not make me poor …nor you rich…..I am en extremely reasonable person but even I have my limits
john
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without reading everything posted, if you cannot answer the phones and you have had a good run of sales, perhaps you could consider training some new staff?
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Just to update this ………….
our order arrived this morning. It is post marked friday 13th June, so it took quite a while from payment to shipping the goods.
At least they have now arrived. -
An update on why so many people are having problems with deliveries from Subli Nation ( in liquidation). the company is no more.
incidentally, I have been banned from their forum for asking about this:
http://www.londongazette.co.uk/ViewPDFC … type=Issuejohn
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the emails haven’t stopped from supa kev have they 😉
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i get them all the time, 😕
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The texts messages have stopped .
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quote John Thomson:An update on why so many people are having problems with deliveries from Subli Nation ( in liquidation). the company is no more.
incidentally, I have been banned from their forum for asking about this:
http://www.londongazette.co.uk/ViewPDFC … type=Issuejohn
Hang on what about the new "Super Dealer" up north
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quote John Thomson:An update on why so many people are having problems with deliveries from Subli Nation ( in liquidation). the company is no more.incidentally, I have been banned from their forum for asking about this:
http://www.londongazette.co.uk/ViewPDFC … type=Issuejohn
I think I may also be getting banned today, oh well it’s not the end of the world………………………….or is it 😮
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if you get banned from the site do the emails stop 😀
chris
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Within 10 minutes of making two posts regarding John’s findings my user account is now invalid and both my post’s have been removed……. Mmmmm 🙄
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obviously a tricky subject and the reason for the rush ? opening of the other dealer.
only spoke to them once and that was to complain about the pricing on there web sitechris
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quote Neil Speirs:Within 10 minutes of making two posts regarding John’s findings my user account is now invalid and both my post’s have been removed……. Mmmmm 🙄
Hi Neil
No – your account was frozen when a mod noticed a lot of activity on your account, we looked into it & found that you were systematically PMing every single forum member, telling them that subli nation ltd had gone into liquidation.
I’m not quite sure what your agenda is, I’m sure you must have better things to do than to PM lots of people with info that is public knowledge already – very strange.
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quote John Thomson:An update on why so many people are having problems with deliveries from Subli Nation ( in liquidation). the company is no more.
incidentally, I have been banned from their forum for asking about this:
http://www.londongazette.co.uk/ViewPDFC … type=Issuejohn
Hi John,
No – your account was suspended because you – as have Neil Speirs – have been carrying out some kind of strange & completely pointless campaign, sending a number of PM’s to members of our forum, and other forums, about Subli Nation, telling people what most of them already know, as it’s public knowledge.
I was first alerted to this by a member who has never had any contact with you, who got a PM out of the blue & forwarded it to me, and Neil Speirs has been doing the same, which is why his account was also suspended.
And for the record, Subli Nation is not "gone" Yes we had a number of problems, yes our service got sloppy, which I openly admitted here on the forum & on our own forum a number of times, and this was the reason for appointing dealers – which has solved these problems.
Yes, the company did go into liquidation, as we had financial problems – but Subli Nation is still trading, under changed ownership, and is now on far better form in terms of service thanks to the dealers (check the forum & you’ll see a lot of praise recently by customers about the new dealers).
Thanks
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quote Andrew Bennett:The texts messages have stopped .
hi Andrew,
What text messages? Our SMS service has only ever been for enquiries, we have never sent marketing emails via SMS?
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quote Steve Underhill:i get them all the time, 😕
Hi Steve
Just click the link on the bottom of the email to unsubscribe if you don’t want to receive them.
Cheers
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So since going into liquidation, have you paid back your creditors yet?
Sorry for butting into this, but I hate that when a Company goes ‘bust’ they start up trading the next day, in the same offices, same vehicles under a slightly different name and owing thousands to previous suppliers.
Apologies if that’s not you. -
quote Kevin Lewis:quote Neil Speirs:Within 10 minutes of making two posts regarding John’s findings my user account is now invalid and both my post’s have been removed……. Mmmmm 🙄
Hi Neil
No – your account was frozen when a mod noticed a lot of activity on your account, we looked into it & found that you were systematically PMing every single forum member, telling them that subli nation ltd had gone into liquidation.
I’m not quite sure what your agenda is, I’m sure you must have better things to do than to PM lots of people with info that is public knowledge already – very strange.
We are a friendly bunch here Kevin. We look out for each other and make sure we don’t get taken by unscrupulous dealers. I am sure Neil was just looking out for everyone. Thanks for the heads up everyone. I still have a couple of cases of broken mugs which were delivered to me some time ago. Anybody make me an offer?
Peter
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quote :We are a friendly bunch here Kevin. We look out for each other and make sure we don’t get taken by unscrupulous dealers. I am sure Neil was just looking out for everyone. Thanks for the heads up everyone. I still have a couple of cases of broken mugs which were delivered to me some time ago. Anybody make me an offer?
Hi Peter
I’m sorry but I disagree, my investigations have just proven to me that there is a much stronger motivation behind this.
For quite a long time now there has been a lot of activity on our forum, and on here, and other forums, from people who seem to have some reason to slur our reputation, the funny thing is most of these are from people who have never purchased. We’ve been tracking IP addresses, most have been from Scotland, and most are associated with this forum, and also with a dog related forum, and most are actually the same 2-3 people using different forum id’s etc
We’ve now tracked all this back to one of the members of this forum who has been instigating a lot of this (you know who you are) who actually has a competing business, and therefore has a very good motivation for doing this.
So, if you’re looking for "unscrupulous" then there you go.
And on the subject of your broken mugs Peter, if you had ever contacted me about these – we would have replaced them, as we absolutely always do with damages, but instead you chose to ignore me, and then you started to make out to other forum members that we had failed to help, but how could I help when you hadn’t told me??
Peter, if you contact me, I will refund or replace your broken mugs – as I would have done so straight away had you contacted me.
Thanks
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quote David-Foster-:So since going into liquidation, have you paid back your creditors yet?
Sorry for butting into this, but I hate that when a Company goes ‘bust’ they start up trading the next day, in the same offices, same vehicles under a slightly different name and owing thousands to previous suppliers.
Apologies if that’s not you.Hi David,
Ours didn’t go like that – we’re not some bunch of rogues.
Obviously I can’t discuss anything like this on a public forum, but I’d be happy to email you all the details if you drop me an email, there are no secrets here.
Cheers
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I am sitting on the fence here Kevin, but i think if you have someone to point blame at you should name them.
just my opinion…
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quote Kevin Lewis:quote Neil Speirs:Within 10 minutes of making two posts regarding John’s findings my user account is now invalid and both my post’s have been removed……. Mmmmm 🙄
Hi Neil
No – your account was frozen when a mod noticed a lot of activity on your account, we looked into it & found that you were systematically PMing every single forum member, telling them that subli nation ltd had gone into liquidation.
I’m not quite sure what your agenda is, I’m sure you must have better things to do than to PM lots of people with info that is public knowledge already – very strange.
"systematically PMing every single forum member" Not quite Kevin, I PMD 4 active members on your forum with the subject title "what’s going on" & the message body only contained the link that is displayed on this forum, not exactly the same as me telling them you have gone into liquidation is it 👿
My agenda is back in April you were trying to sell a dealership/stock package to your forum members for 15 territories at a cost 37k+ vat per dealer (which I was considering until I was giving the cost) and now I find out on this forum that Subli-nation is no more, well if you don’t think this kind of information is going to raise eye brows I’m shocked!
and if this information is public knowledge as you say then why are you removing posts from your public forum
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quote Robert Lambie:I am sitting on the fence here Kevin, but i think if you have someone to point blame at you should name them.
just my opinion…
Hi Robert,
I’m going to contact these people directly, they’ll be well aware of who they are, but if I make this public it could carry on forever, and I really don’t have the time for it to be honest – I’d rather just get to the bottom of it directly.
Cheers
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fair enough, not a problem….
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Well I’ve not got a dog related forum so i’m not quality on that count 😉
Kevin, It’s a shame that you think the Scottish mafia are at work here, if you just look at the situation the way we are seeing things you wouldn’t blame us…..we ain’t all Gordon Browns!
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quote Kevin Lewis:quote Andrew Bennett:The texts messages have stopped .
hi Andrew,
What text messages? Our SMS service has only ever been for enquiries, we have never sent marketing emails via SMS?
Ill send you the last one back then kevin
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quote :“systematically PMing every single forum member”[/b] Not quite Kevin, I PMD 4 active members on your forum with the subject title “what’s going on” & the message body only contained the link that is displayed on this forum, not exactly the same as me telling them you have gone into liquidation is it 👿
My agenda is back in April you were trying to sell a dealership/stock package to your forum members for 15 territories at a cost 37k+ vat per dealer (which I was considering until I was giving the cost) and now I find out on this forum that Subli-nation is no more, well if you don’t think this kind of information is going to raise eye brows I’m shocked!
and if this information is public knowledge as you say then why are you removing posts from your public forum
Yes – you PM’d 4 members within about 3 minutes, and were continuing to do so until your account was suspended.
You were PMing people who had never even spoken to you before Neil!
The ownership change of Subli Nation has of course been made clear to all potential dealers – I still don’t understand why you were spending your time to PM people on the forum you’ve never spoken to, and it was clear that you were on the members list clicking one at a time, and would have continued to do so if you had not been stopped.
The reason we are removing these posts is that it’s old info, and info that anyone who already purchases from us are aware of, obviously new customers coming to the forum & seeing posts like this will get the wrong impression & assume they cannot order, so of course we don’t want things like this on our forum – and I find it "eye brow raising" that you can’t see that!
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quote Kevin Lewis:quote Robert Lambie:I am sitting on the fence here Kevin, but i think if you have someone to point blame at you should name them.
just my opinion…
Hi Robert,
I’m going to contact these people directly, they’ll be well aware of who they are, but if I make this public it could carry on forever, and I really don’t have the time for it to be honest – I’d rather just get to the bottom of it directly.
Cheers
Kevin I hope the above post from you is missing a comma, otherwise we should ALL worry. On an open forum I am glad to tell you I as I did in February, that we have yet to receive a box of mugs from you that did not have multiple broken mugs. The last batch had well over 80% damaged, unusable mugs. This was the last straw and I chose to purchase elsewhere as I could never rely on a shipment not arriving damaged. This was relayed to some members of this forum as a comment to make them aware of the service I was receiving. You were also aware that I was unhappy but chose not to contact me directly which would have been the best option for a customer orientated company I am sure you might agree.
Bottom line is this Kevin, for whatever reason, justifiable of not, you have dropped the ball on a number of occasions for a great number of clients and now you seem to be paying the price for this. My suggestion is to move forward and try to prove yourself to these people. Perhaps you might recoup some of the business you have lost.Good luck with it Kevin as I am sure that you have the best intentions at heart but as Subli-nation part one, you failed to deliver.
Peter
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Well I have to say that as someone who does order from you I had no idea about this and would like to thank the person that sent me the link.
Thank goodness we did not go ahead with the dealership. There was something not right about it from the moment I got the full info on it.I presume that I will not be getting the rest of my order that I am still sat here waiting for and that the only answer I can get is ‘We are looking into it’? It may only be a small amount of stuff outstanding, but it would have been nice to have actually been informed of this rather than keep being fobbed off.
Sorry for crashing your forum here, I googled after getting the link sent to me and it brought me here.
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Well I started this thread , posted the link and have a dog forum…….before I was denied the ability to sign into your forum I did on occasion post….although not often….never used the PM facility on it as I have no need.
I had a problem with an order……hence my original post which didn’t really get a straight answer.
It then transpires that the company I dealt with are in liquidation but continue to set up ‘dealers’……….I believe that it is in the public interest to know what is happening……I wonder how many people, if indeed any have lost out financially?John
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quote Karen:Well I have to say that as someone who does order from you I had no idea about this and would like to thank the person that sent me the link.
Thank goodness we did not go ahead with the dealership. There was something not right about it from the moment I got the full info on it.I presume that I will not be getting the rest of my order that I am still sat here waiting for and that the only answer I can get is ‘We are looking into it’? It may only be a small amount of stuff outstanding, but it would have been nice to have actually been informed of this rather than keep being fobbed off.
Sorry for crashing your forum here, I googled after getting the link sent to me and it brought me here.
Hi Karen
If you were indeed someone who had ordered since the changes – you would be aware.
If you contact me directly about any parts of your missing order I will of course look into it. But once again, try contact me directly – via one of our many contact methods….
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quote John Thomson:Well I started this thread , posted the link and have a dog forum…….before I was denied the ability to sign into your forum I did on occasion post….although not often….never used the PM facility on it as I have no need.
I had a problem with an order……hence my original post which didn’t really get a straight answer.
It then transpires that the company I dealt with are in liquidation but continue to set up ‘dealers’……….I believe that it is in the public interest to know what is happening……I wonder how many people, if indeed any have lost out financially?John
Hi John,
Anyone who is ordering from us now is happy with the service we’re providing – check the forum for yourself and you will see.
I am now in possession of a lot of info, which completely contradicts what you have just stated about your true motivations, and those of some of your colleagues, so you can continue to say whatever you want, and get your friends to come in & post in your favour, as I fully expect – but you & I both know the true motivation for what you have been up to.
I’m not going to continue this argument on here now, as it’s pointless – I’m happy that I have got to the bottom of the large number of scottish IP addresses that have been showing up strange activity on our website & forum, and that I now understand the motivations of those who have been spending so much of their time in an attempt to cause trouble for us.
Thank you
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Kevin,
I have no motivation…..I will not purchase from you again…….When you failed to deliver a small order I could not get a straight answer from your organisation for over 2 weeks………..this prompted me to dig a little deeper.
I have no ‘colleagues’ that I am encouraging to post…….quite the opposite…….several have there own issues with Subli Nation and the service they have had or continue to have.Every company makes errors……..how they deal with these errors is what makes the difference…….I genuinely wish you no harm but am prepared to tell people about what actually happened when I ordered from your former company.
John
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quote Kevin Lewis:Yes – you PM’d 4 members within about 3 minutes, and were continuing to do so until your account was suspended.
Kevin…….how do you know who is PM’ing who on your forum? Private messaging should be exactly that ….private
John
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quote John Thomson:quote Kevin Lewis:Yes – you PM’d 4 members within about 3 minutes, and were continuing to do so until your account was suspended.Kevin…….how do you know who is PM’ing who on your forum? Private messaging should be exactly that ….private
John
😀 😀 😀 yeh and within 3 minutes Kevin was emailed/pm’ed by other members that this was happening!!!!!!! I would love broadband like that!
Me smells a rat! 😀 😀 -
quote John Thomson:Kevin,
Every company makes errors……..how they deal with these errors is what makes the difference…….I genuinely wish you no harm but am prepared to tell people about what actually happened when I ordered from your former company.
John
Exactly John
This is the crux of the matter. Even now Kevin, despite all the dialogue, knowing I am unhappy with the service, you have STILL failed to contact me directly to at least discuss my issues. If I had an unhappy client, I would be contacting them ASAP to try and sort out the problem. Sh!t happens, its the size of the shovel and how you clean it up that matters. Good Luck Kevin, you will need it.Peter
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quote Kevin Lewis:quote Karen:Well I have to say that as someone who does order from you I had no idea about this and would like to thank the person that sent me the link.
Thank goodness we did not go ahead with the dealership. There was something not right about it from the moment I got the full info on it.I presume that I will not be getting the rest of my order that I am still sat here waiting for and that the only answer I can get is ‘We are looking into it’? It may only be a small amount of stuff outstanding, but it would have been nice to have actually been informed of this rather than keep being fobbed off.
Sorry for crashing your forum here, I googled after getting the link sent to me and it brought me here.
Hi Karen
If you were indeed someone who had ordered since the changes – you would be aware.
If you contact me directly about any parts of your missing order I will of course look into it. But once again, try contact me directly – via one of our many contact methods….
Oh Kevin I thought you would have known me better than to try and call me a liar in public. Check your records before saying I have not ordered from you. Even my account on your site says I placed orders on 4th, 11th & 21st August plus 3rd and 9th September. I believe that a couple of these then had to be cancelled as needless to say the items were not in stock.
The order from 11th August I am still waiting for part of it. What method do you suggest using to contact you then that will give me truthful answers then, as I have spoken to Mark via your live chat several times over these and each time I have been told you are looking into it. -
quote Karen:quote Kevin Lewis:quote Karen:Well I have to say that as someone who does order from you I had no idea about this and would like to thank the person that sent me the link.
Thank goodness we did not go ahead with the dealership. There was something not right about it from the moment I got the full info on it.I presume that I will not be getting the rest of my order that I am still sat here waiting for and that the only answer I can get is ‘We are looking into it’? It may only be a small amount of stuff outstanding, but it would have been nice to have actually been informed of this rather than keep being fobbed off.
Sorry for crashing your forum here, I googled after getting the link sent to me and it brought me here.
Hi Karen
If you were indeed someone who had ordered since the changes – you would be aware.
If you contact me directly about any parts of your missing order I will of course look into it. But once again, try contact me directly – via one of our many contact methods….
Oh Kevin I thought you would have known me better than to try and call me a liar in public. Check your records before saying I have not ordered from you. Even my account on your site says I placed orders on 4th, 11th & 21st August plus 3rd and 9th September. I believe that a couple of these then had to be cancelled as needless to say the items were not in stock.
The order from 11th August I am still waiting for part of it. What method do you suggest using to contact you then that will give me truthful answers then, as I have spoken to Mark via your live chat several times over these and each time I have been told you are looking into it.:shake: :shake: :shake: :shake: :shake: :shake:
no excuses at all
Peter
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quote John Thomson:quote Kevin Lewis:Yes – you PM’d 4 members within about 3 minutes, and were continuing to do so until your account was suspended.
Kevin…….how do you know who is PM’ing who on your forum? Private messaging should be exactly that ….private
John
We knew because one of the people he PM’d was a very good customer, and phoned us, we could then see by his activity that he was sending PMs, although, we could not see who to. But that day we received other comments from people he had sent PMs to.
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quote Karen:quote Kevin Lewis:quote Karen:Well I have to say that as someone who does order from you I had no idea about this and would like to thank the person that sent me the link.
Thank goodness we did not go ahead with the dealership. There was something not right about it from the moment I got the full info on it.I presume that I will not be getting the rest of my order that I am still sat here waiting for and that the only answer I can get is ‘We are looking into it’? It may only be a small amount of stuff outstanding, but it would have been nice to have actually been informed of this rather than keep being fobbed off.
Sorry for crashing your forum here, I googled after getting the link sent to me and it brought me here.
Hi Karen
If you were indeed someone who had ordered since the changes – you would be aware.
If you contact me directly about any parts of your missing order I will of course look into it. But once again, try contact me directly – via one of our many contact methods….
Oh Kevin I thought you would have known me better than to try and call me a liar in public. Check your records before saying I have not ordered from you. Even my account on your site says I placed orders on 4th, 11th & 21st August plus 3rd and 9th September. I believe that a couple of these then had to be cancelled as needless to say the items were not in stock.
The order from 11th August I am still waiting for part of it. What method do you suggest using to contact you then that will give me truthful answers then, as I have spoken to Mark via your live chat several times over these and each time I have been told you are looking into it.Karen – I had no idea who you were, if you read my message you will see that I was saying "if you had ordered recently" as I did not know who you were. We have a number of "Karens" as customers, and I actually emailed you amongst other Karen’s to ask if it was you, you didn’t reply.
I’m not sure how you thought I would know you just from yor first name, I cannot view profiles on this forum you see, all I knew was your name is Karen.
I have checked into this, we were short of a few mousemats from your last order, Mark had told you that they would be sent on as soon as they came in, and I’m told that they have been dispatched & received?
You will notice "Subli Ltd" on any invoice you have received from us since the changes – which is why I was saying that anyone who has purchased from us would have known of the changes even though we were yet to have got round to changing things on the website, but the last time you ordered you will have been invoiced from our dealer, not us.
I’m not sure what the problem is here Karen, from what I can remember we have been quite helpful with you in the past, on more than one occaison, and I can’t understand why you didn’t just drop me an email if you had any worries or queries.
Thanks
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Who I was was surely irrelevant. I stated I was a customers who had ordered, which is correct. I was pointing out that no not all of your customers were aware that you had gone into liquidation just from the name change on the bottom of an invoice (if they had noticed it, I had not).
Re the mouse mats.. Yes they have been recieved fine now, after someone saw my post on here and had them shipped out immediately. Every time I spoke to Mark all I was told was ‘Kevin is looking into and we will get back to you’ No one ever did, even to say they were still awaiting stock.
Yes you have been helpful in the past and I am not denying that at all, however I do not like the fact that a company can go into liquidation, not tell the customers (or potential dealers who are considering handing over £37,000 + VAT) and expect them to happily roll over and accept it.
I will however say that the new dealer you have, Nicci, is extremely helpful and I would happily recommend her to anyone.
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quote Peter Mindham:quote John Thomson:Kevin,
Every company makes errors……..how they deal with these errors is what makes the difference…….I genuinely wish you no harm but am prepared to tell people about what actually happened when I ordered from your former company.
John
Exactly John
This is the crux of the matter. Even now Kevin, despite all the dialogue, knowing I am unhappy with the service, you have STILL failed to contact me directly to at least discuss my issues. If I had an unhappy client, I would be contacting them ASAP to try and sort out the problem. Sh!t happens, its the size of the shovel and how you clean it up that matters. Good Luck Kevin, you will need it.Peter
Peter
Firstly, you did NOT even tell me you had a problem with damaged mugs, I heard from your friend about your problem, he told me that you said that you had spoken to me about broken mugs that I had apparently refused to help – which confused me as I knew nothing about it, and we always credit for breakages.
I tried to phone you on your mobile, left messages that were not returned, – I tried to email you, over & over again, and I was told, through your friend, that you had a new email address.
In the end you emailed me – to tell me that you had NOT told your friend what he was saying you had told him, and you insinuated that your friend was actually lying in order to try to get a cheaper price?? I still have that email if you would like me to post it here?
Your friend continued to tell me that you were telling him that I hadn’t helped you – while you continued to tell me he was making this up.
You went on to say that you didn’t bother to tell me about the broken mugs – so how on earth can you come onto a forum having a go at me for not getting in contact with you when you can’t be bothered to tell me you have a problem in the first place?
If you do actually want me to help you with a problem Peter – contact me directly.
Thanks
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quote Karen:Who I was was surely irrelevant. I stated I was a customers who had ordered, which is correct. I was pointing out that no not all of your customers were aware that you had gone into liquidation just from the name change on the bottom of an invoice (if they had noticed it, I had not).
Re the mouse mats.. Yes they have been recieved fine now, after someone saw my post on here and had them shipped out immediately. Every time I spoke to Mark all I was told was ‘Kevin is looking into and we will get back to you’ No one ever did, even to say they were still awaiting stock.
Yes you have been helpful in the past and I am not denying that at all, however I do not like the fact that a company can go into liquidation, not tell the customers (or potential dealers who are considering handing over £37,000 + VAT) and expect them to happily roll over and accept it.
I will however say that the new dealer you have, Nicci, is extremely helpful and I would happily recommend her to anyone.
Hi Karen,
Of course who you are is relevant – if I don’t know who you are, how can I be calling you a liar?
I was saying "if you have ordered" because I had no idea who you were, and so I couldn’t look into it & confirm what you were saying. And because I suspected that this member was another "plant" similar to the ones that we have had on our forum, people opening more than one account with different user names, in order to help them in their quest to give a competitor a kick in the guts.
Ref the mousemats – we were awaiting stock, our supplier had a problem with material, Nicci sent them out as soon as she received them into stock.
With regards the other things you’re saying, if you have a problem with anything we have or haven’t donew, speak to me directly Karen and I will explain.
Thanks
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quote Harry Cleary:quote John Thomson:quote Kevin Lewis:Yes – you PM’d 4 members within about 3 minutes, and were continuing to do so until your account was suspended.
Kevin…….how do you know who is PM’ing who on your forum? Private messaging should be exactly that ….private
John
😀 😀 😀 yeh and within 3 minutes Kevin was emailed/pm’ed by other members that this was happening!!!!!!! I would love broadband like that!
Me smells a rat! 😀 😀We were alerted very quickly yes, because we have some very loyal customers.
But if anyone here knows of forum software that actually allows us to view PMs as they’re being written, let me know, that would be very helpful!!
Thanks
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quote John Thomson:Kevin,
I have no motivation…..I will not purchase from you again…….When you failed to deliver a small order I could not get a straight answer from your organisation for over 2 weeks………..this prompted me to dig a little deeper.
I have no ‘colleagues’ that I am encouraging to post…….quite the opposite…….several have there own issues with Subli Nation and the service they have had or continue to have.Every company makes errors……..how they deal with these errors is what makes the difference…….I genuinely wish you no harm but am prepared to tell people about what actually happened when I ordered from your former company.
John
Hi John,
OK, I have admitted, on a number of occasions, that our service got sloppy, and that we were doing our best to correct this. Yes, we were late in sending out your order. Why this would result in you wanting to spending hours of your time to do what you have been doing – is another question.
If I did this kind of thing to every company who had failed to send an order to me on time in the past, it would become a full time job!
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quote Andrew Bennett:quote Kevin Lewis:quote Andrew Bennett:The texts messages have stopped .
hi Andrew,
What text messages? Our SMS service has only ever been for enquiries, we have never sent marketing emails via SMS?
Ill send you the last one back then kevin
I’ve still not received this SMS that you say you received? Please so send, I’d be very interested to see it, as I’m sure we’ve only ever used SMS to answer questions.
Thanks
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quote Kevin Lewis:quote John Thomson:quote Kevin Lewis:Yes – you PM’d 4 members within about 3 minutes, and were continuing to do so until your account was suspended.
Kevin…….how do you know who is PM’ing who on your forum? Private messaging should be exactly that ….private
John
We knew because one of the people he PM’d was a very good customer, and phoned us, we could then see by his activity that he was sending PMs, although, we could not see who to. But that day we received other comments from people he had sent PMs to.
ALL THIS IN 3 MINUTES 😮 BOLLOCKS
Please tell me Kevin, what has this member said that I put in this PM that has caused all this controversy? I could ask Karen to confirm what was sent to her but you would probably think she is half Scottish & in on the whole north/south conspiracy thing 🙄
Why don’t you just give it a rest Kevin? I think you have single hand-idly managed to destroy any creditability you or your company ever had on this forum with this one thread! Why is it that any member who has posted a message/moan about your company has resulted in you coming back with what seems like bull-shit that only makes sense in your world. "Mud never sticks" eh
At least I know I can sit here and swear on my daughters life’s that I have never (until now) had a problem with you or your company, posted or PMd anything negative about you or your company, ever been part of a north of the border doggie group that is trying to smear you or your company’s name (unless having a dog and being Scottish makes you an automatic member?) and I definitely did not sit PMing your forum members until my account was suspended! What I did do Kevin was PM 4 of your most active members with a single link (I think you know the one) with the subject heading "whats going on" using an old account because you had suspended my other account for posting on your public/open forum the same link & the same subject heading (the post which you removed from public viewing within 5 minutes)
Now if you want to keep all this crap going I’m sure I can find the time now that the hill walking season is over, to put in the effort that you make out I do in your posts.
Oh by the way Kevin, I noticed a couple of nights back that someone had also posted on the T-shirt forums about your company (no not me!), so why don’t you go work your PR magic over there because nothing I could ever post would do the damage you manage all by yourself 🙄
Apologies to Rob or any UK-signboards member if they find this post a tad harsh, it’s only due to starting to have the same feelings for Kevin as I do for my mother-in-law & VAT man 👿
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quote Kevin Lewis:quote Peter Mindham:quote John Thomson:Kevin,
Every company makes errors……..how they deal with these errors is what makes the difference…….I genuinely wish you no harm but am prepared to tell people about what actually happened when I ordered from your former company.
John
Exactly John
This is the crux of the matter. Even now Kevin, despite all the dialogue, knowing I am unhappy with the service, you have STILL failed to contact me directly to at least discuss my issues. If I had an unhappy client, I would be contacting them ASAP to try and sort out the problem. Sh!t happens, its the size of the shovel and how you clean it up that matters. Good Luck Kevin, you will need it.Peter
Peter
Firstly, you did NOT even tell me you had a problem with damaged mugs, I heard from your friend about your problem, he told me that you said that you had spoken to me about broken mugs that I had apparently refused to help – which confused me as I knew nothing about it, and we always credit for breakages.
I tried to phone you on your mobile, left messages that were not returned, – I tried to email you, over & over again, and I was told, through your friend, that you had a new email address.
In the end you emailed me – to tell me that you had NOT told your friend what he was saying you had told him, and you insinuated that your friend was actually lying in order to try to get a cheaper price?? I still have that email if you would like me to post it here?
Your friend continued to tell me that you were telling him that I hadn’t helped you – while you continued to tell me he was making this up.
You went on to say that you didn’t bother to tell me about the broken mugs – so how on earth can you come onto a forum having a go at me for not getting in contact with you when you can’t be bothered to tell me you have a problem in the first place?
If you do actually want me to help you with a problem Peter – contact me directly.
hi kevin
my number has not changed nor the email address that you kept sending spam to. I am not really interested anymore as even now, you have not called or emailed even during all this adverse publicity. I cannot understand why you continue to try and make yourself look better on this forum by contacting me in this way. It makes no sense but does highlight the fact that you will not for what ever reason contact me directly. As you wish to discuss my issues in this forum, here goes.When we first did business Kevin, you were helpful and gave me some sound advice and even took back a product that I was not happy with.
That was great customer service and I continued to purchase all my consumables from you. Yes there were some issues with unreturned calls during these early days but I am sure you were busy. Things deteriorated when I assume, you got really busy and had poor staff and even poorer shipping and customer service practices in place. I am sure most people here would reflect that situation exactly. How many times did you blame the staff during our discussions? How many times were you going to ‘kick someones arse’ over a problem?
loads.
Too many, and certainly your problems should not be shared with clients. We just want our product at the end of the day.I am truly sorry that you seem incapable of calling me to discuss this issue. The responsibility is on you as a customer service orientated business to do this.
I’m not holding my breath but am holding nice unbroken mugs from a different supplier.
A shame really because I am sure that you are really trying hard to get it right too.
Peter
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Ok well the "friend" was me.. for those who were wondering.
The box of smashed mugs is at my unit, if you would like to pick them up and replace them as a gesture of goodwill I can PM you the address I will then pass them onto Peter and we can draw a line under this and move on,
A bit like what everyone should have done with Elvis!I have ordered thousands of mugs from various suppliers and never had one broken mug, not even a chip, so its either a careless courier, or they are packed like it in the warehouse they came from, nobody was suggesting you open the boxes, break them, and send them out Kevin, just that the end result is a box of 36 mugs of which about 32 are smashed, honestly its unreal.
So from a 3rd party not directly involved who has never used your company trust me when I say they are almost all broken, and would have been either in transit or in the factory, not by Peter or the mug smashing fairy.
Cheers
Steve -
quote Kevin Lewis:I’ve still not received this SMS that you say you received? Please so send, I’d be very interested to see it, as I’m sure we’ve only ever used SMS to answer questions.
Thanks
Err, Kev, Ive recieved loads of texts from you since sms started, which one would you like back (if I still have it) How about "Happy Birthday" or "Thanks for that Andrew"?
Why are you attacking me?
I can’t affect a big business Phoenix like you, so I’m lost.
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All forum programs allow PMs to be viewable by admins. phpBB which Subli Nation and UKSB use is a little harder than IPB to view them, but anyone with a little computer knowledge can see them within a second of it being posted if you know where to look.
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Neil
I think you summed it all up my friend. We are ALL wrong and Kevin is totally correct. What a bunch of muppets we are! 😳Perhaps now he will move on to the other forum. Possibly he’s there now, educating people on that site?
I’ll go and have a look later
peter
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Oh, you can say crap without it being filtered 😀
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quote Paul Humble:All forum programs allow PMs to be viewable by admins. phpBB which Subli Nation and UKSB use is a little harder than IPB to view them, but anyone with a little computer knowledge can see them within a second of it being posted if you know where to look.God, I never new that, I must stop slaggin’ Rob off then, by pm’s
Peter
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quote Peter Normington:quote Paul Humble:All forum programs allow PMs to be viewable by admins. phpBB which Subli Nation and UKSB use is a little harder than IPB to view them, but anyone with a little computer knowledge can see them within a second of it being posted if you know where to look.
God, I never new that, I must stop slaggin’ Rob off then, by pm’s
Peter
That’s CRAP that they can read your private messages 😀
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quote Paul Humble:All forum programs allow PMs to be viewable by admins. phpBB which Subli Nation and UKSB use is a little harder than IPB to view them, but anyone with a little computer knowledge can see them within a second of it being posted if you know where to look.
well we cannot and i have never tried, i struggle to read all the posts each day never mind what goes on off the site. :lol1: i guess for me, i don’t have to worry just as much as the run of the mill type forum with easy access and all the bogus registrations, because it is only UKSG members that can PM here. 😀
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Ill show you how Rob and together we can rule the world!!! Mwahahahahaha!!! (:) (:) (:)
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:appl: :appl: :appl: Well done Kevin for finally posting some information on your forum, I’m sure your members will appreciate being kept informed on exactly what’s going on with Subli-nation whether good or bad.
If only you had done this in the first place, no one likes to be treated like a mushroom (!)
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