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why am i getting poor service from Roland DG?
Phoned them Friday 13th to order 2 cutting strips.
Department is busy so they will call back.
No phone call by 3.30 so I ring again to be told they shut the phone lines at 3pm to get orders out.
Phone them Monday 16th, same story, they will call back but no phone call.
I ring well before 3pm and get through, order and pay for the parts which will go out 4.30pm Recorded Delivery (£7.00).
Thursday still no parts so I call again to be told they are busy.
So I bend the ear of the receptionist about not having a useable machine for a week and she looks in to it for me.
Excuse comes back that due to a glitch in their ordering system the order wasn’t received until Wednesday despite me ordering and paying on Monday!
So now I am promised a TNT next day to arrive here Friday 20th.
Guess what, TNT have lost it probably due to giving it a consignment number which was issued the week before to another job.
I told Roland that my machine being some 12 years old was coming up for replacement and I would be unlikely to buy another Roland if I couldn’t get the most basic of parts within a couple of days.
You couldn’t make it up could you.
Sorry to rant but it makes my blood boil.
So this is me dealing with Roland :banghead: :banghead: :banghead: :banghead: :banghead: :banghead: -
16 Replies
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Hi Peter
I think sometimes the bigger the company the less you get in backup service, And That’s a backup service from hell, Did you have jobs that could not be done due to this, Maybe you could make a claim for lost of business, Or at least get your shipping fee refunded in full, Give em a call and moan like hell, I would M8
Paul
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Hi not that this helps in any way but may be it was just a mix up. I had a little concern with my printer which is 8 months old, called my supplier who told me they will log this with Roland. Roland called back within 30mins with tech support and went over the problem and thought it best to get an engineer out to look it over and said they will get the printer booked in for a service at the same time, phone rang 30min later and the printer has been booked in for this Monday !!! how great is that so one unhappy customer and one very happy customer, we do all make mistakes and I cant please all my customers to the same level all the time, let hope you get it sorted ASAP
Rich
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hmm strip of dimond grade you cant beat it for replacement cuter strip …never had any problems with it
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i hate to say it but i think its the old story of sales dept. gets every thing they want to get sales the poor old parts dept is the last thing on the bosses mind.
they never get a second thought it was the same in the motor trade the income from the parts dept was a by the way and was seen as a necessary evil. the opportunities of a top parts dept were never really exploited.having been dealing with roland for over 15 years the parts have blown hot and cold,
however the field techs always get the parts they want quick.guess which part of the trade i came from
chris
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I can’t complain about the service I’ve received from them but I have only dealt with them on a couple of occasions. They’ve always returned calls and have always seemed eager to sort any problems out.
Nick.
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We”l see what happens Monday.
The trouble is in this situation is you never get the truth because people are all covering their own backs rather than putting their hands up.
I bet if I wanted a new cutter it would be here next day (sales win over service as mentioned). -
Parts arrived today (Monday).
So Roland lied to me about receipt date of the order (they said 18th but credit card was debited 17th, even though the order was placed on the 16th).
Plus TNT lied about the delivery saying it was lost. Drivers are always telling me how they miss drops as a single delivery to an area isn’t worth the detour. So they just tell the office it wasn’t on the lorry, then mysteriously it re-appears.
Years of customer loyalty can be shattered in an instant when the lies start coming. All for £11 worth of cutting strips. -
Give Xpres a ring next time.
They stock Roland cutting strips.I have to admit though I have just been given another brand new cutter to replace my old one that was playing up, they already sent another brand new one but that went wrong too. (its on extended warranty)
they came and set it up, tested it and gave me a 2 new blades and a holder for my trouble too, so its not all bad service.
obviously these things happen, but I have had nothing but a1 service from Roland.
The cutting strip on my new machine was put on my Stevie wonder in boxing gloves by the looks of it though, but it works. -
Yes Steve, it’s no doubt an isolated case but funny how problems compound and snowball.
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Oh I have to agree there peter.
O rdered a summer house for the garden 3 weeks ago with a 2-5 day delivery time, its arriving tomorrow apparently. 🙁
only when I rang the freephone sales hotline, (rather than the 0871 customer service line) did I get the phone answered, and the same info for free that would have cost 6 quid or something as I was in a queue of 39 minutes!!
Snowballing indeed, I have been told Its arriving tomorrow for the past 2 weeks now. -
Brian,
what is that diamond grade stuff you mentioned for the cutting strip?
Thanks! -
diamond grade reflective I imagine.
hard to cut though isnt it? -
if that’s what it is, I imagine it’d be even harder to remove when you need to replace it!
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It took me some 20 minutes to get the gluey gunge out of the slot from the standard strip.
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Did you try fitting the old strip upside down?
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It would cost me more in time to clean off the bonding and apply a new one.
It’s all done now and OK, just could have done with it a bit quicker.
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