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  • Ashby Sign Supplies – Complaint

  • John Harding

    Member
    April 10, 2008 at 8:18 am

    Just been on the phone to Ashby – Bloke was arrogant idiot (:) (:)

    In their favour it hasnt happened before

    Just wanted to get it off my chest – Rant over

    thanks for reading – John

  • Ian Bingham

    Member
    April 10, 2008 at 8:57 am

    John
    I love ashby’s

    BUT just had another wrong order off them

    Love is wearing thin a bit! 👿

    Ian

  • Nick Monir

    Member
    April 10, 2008 at 9:06 am

    Never had a problem with them. Only thing is the crazy amount of polystyrene they use to package their stuff. Then it breaks into wee balls and blows about the workshop for months :lol1: Still, would complain even more if it arrived damaged.

  • Peter Dee

    Member
    April 10, 2008 at 9:25 am

    In an earlier thread I mentioned Ashbys.

    Whilst they give a great service, you just can’t rely on some of their sales staff knowing what the hell you are talking about if it isn’t staring back at them from their menu screens in my opinion.

  • Graeme Harrold

    Member
    April 10, 2008 at 9:33 am

    Unfortunately it is a not a problem confined to sign making, sales staff are generally not hired on their technical product knowledge, but more on telephone skills BT are notorious if its not on their screen prompts you don’t get an answer.

    Most companies can not afford to have someone technically competent answering phones, gust make sure you have your tech spec detailed enough that there is no ambiguity and e-mail it in

  • Peter Dee

    Member
    April 10, 2008 at 9:39 am
    quote Graeme Harrold:

    Unfortunately it is a not a problem confined to sign making, sales staff are generally not hired on their technical product knowledge, but more on telephone skills BT are notorious if its not on their screen prompts you don’t get an answer.

    Most companies can not afford to have someone technically competent answering phones, gust make sure you have your tech spec detailed enough that there is no ambiguity and e-mail it in

    There’s the catch – too detailed and they get can get confused, especially if it’s beyond the scope of their standard production range.

  • John Harding

    Member
    April 10, 2008 at 11:01 am
    quote :

    Whilst they give a great service, you just can’t rely on some of their sales staff knowing what the hell you are talking about if it isn’t staring back at them from their menu screens in my opinion.

    This is a gripe of mine too, you call and say what you want, then they ask you to repeat everything as they go through their screen menu (hot)

    I guess having the ability to listen and comprehend isn’t a qualification worthy of getting a job these days.

    John

    Wow must be having bad day even the post title "Ashby moan" wasn’t accurate enough, guess we’ve gotta be proper literate as well now, – Ill get my coat 🙂

  • Matt Hards

    Member
    April 11, 2008 at 8:03 am

    I too received a wrong order last week, there suggested wall brackets for a 50mm post turned up and you could have fitted two of the poles in them. Not helpful. When i rang and complained, the sales staff and people in background gave the impression of "what muppet sent them out" and were most helpful in making some custom brackets and sent them through fairly quickly. Shame when they sell you a 50mm post and bracket that they dont tell you at the time that they dont even make a 50mm bracket. Then I get a message from my secretary saying that they had rung and a certain individual, who shall be un named ( male ) not mark or byron, was very rude to them on the phone because they couldnt get through because I had phone line troubles. Then i rang them and he was also very rude on the phone to me. Trying to get me to pay for the new brackets as well as the incorrect ones. Telling me that I can even sell them to the scrap man if i want cos he wasnt bothered. Very helpful. I refused to pay and now Im awaiting a phone call from his manager. Still havent heard anything. Maybe his manager laughed at him too.

  • Matt Hards

    Member
    April 11, 2008 at 8:04 am

    oh and just to say, I have never had a problem with them before, always been helpful and products have been at a very high standard.

  • John Harding

    Member
    April 11, 2008 at 8:40 am

    Matt – I was really suprised that I also found someone was rude, as it is very unlike their staff who I have always found upbeat and interested in their phone conversations, I wonder if we met with the same person by chance – did they have 6 letters in their first name?

    John

  • David Lowery

    Member
    April 11, 2008 at 8:44 am

    Six letters John?

    1. W
    2. A
    3. N

    Won’t put any more :lol1:

  • Matt Hards

    Member
    April 11, 2008 at 9:08 am

    Yes it was 6 letters beginning with an N for N…..
    Lets play hangman, literally, lol

  • John Harding

    Member
    April 11, 2008 at 10:43 am
    quote :

    Yes it was 6 letters beginning with an N for N…..

    oh what a suprise its the same bloke – thats more than a coincidence – I really hope someone from Ashbys takes the time to read this thread id love a response from them.

    John

  • Matt Hards

    Member
    April 11, 2008 at 11:12 am

    do they read these boards??

  • Gwaredd Steele

    Member
    April 11, 2008 at 8:07 pm

    If I’ve ever had a problem with Ashby, they’ve always bent over backwards to put it right, no quibbles & we’ve been with them for as long as I can remember.

    It’s the same old story of bad service being reported, never the good IMO. Yet to hear of a company anywhere near as good or as competent as Ashby.

  • Ian Bingham

    Member
    April 11, 2008 at 8:12 pm
    quote John Harding:

    quote :

    Yes it was 6 letters beginning with an N for N…..

    oh what a suprise its the same bloke – thats more than a coincidence – I really hope someone from Ashbys takes the time to read this thread id love a response from them.

    John

    Yep same guy with me too, still not got back to me about the wrong order, he said he would be stright back

    Ian

  • Chris Dowd

    Member
    April 11, 2008 at 9:26 pm

    We’ve had issues with the same guy in the past, and when you ask for any of the managers to call you back he doesn’t pass the messages on. Also, he never calls you back when he promises, and when it’s his mistake we have to suffer as the company won’t put themselves out.

    Perhaps this thread needs to be made available to Nick Horseman their MD and give him the right to reply!

  • Lynn Normington

    Member
    April 11, 2008 at 9:44 pm

    we also had a problem several months ago which never got resolved satisfactorily, can’t honestly recall who we mainly spoke to, may be Chris is right let the main man see what we are all saying, on the whole we don’t have too much of an issue and usually all is well, but it is a little galling when you do have a problem and it is not sorted correctly.

    Lynn

  • Warren Beard

    Member
    April 11, 2008 at 9:58 pm

    I have only ordered from them once so far and I have to say the service and product was excellent. I received a call the day it arrived to see if I was happy with it and if all was OK. I also received some very nice made up samples to show customers which was unexpected.

    The part I agree with is if it is not a standard order they do seem a little under qualified to help over the phone and quotes have to be checked very carefully to ensure it is explained perfectly otherwise an incorrect item will be delivered of made up.

    I have obviously not spoken to the same guy you guys did the guy I spoke to was very helpful and friendly.

  • Dave Harrison

    Member
    April 11, 2008 at 10:49 pm
    quote :

    Perhaps this thread needs to be made available to Nick Horseman their MD and give him the right to reply!

    hahaha looks like someone might be getting a P45 on Monday morning. . .. oh the power of tut’internet !

    seriously.. . I can only say that Ashby have always given me first class service, I’ve never had any problems with their staff or their products. I do find it helps to know exactly what you want before picking up the telephone, on the odd occasion I have e-mailed over a diagram / picture of exactly what I want and they have sorted it, without a problem.

  • John Harding

    Member
    April 12, 2008 at 4:49 pm
    quote :

    Perhaps this thread needs to be made available to Nick Horseman their MD and give him the right to reply!
    quote :

    hahaha looks like someone might be getting a P45 on Monday morning. . .. oh the power of tut’internet !

    mm i Know something you guys dont – ie their related but hey im just being cynical right 😕

    Steele signs-

    quote :

    It’s the same old story of bad service being reported, never the good IMO. Yet to hear of a company anywhere near as good or as competent as Ashby.

    please note I did try to balance this right at the start saying Ive never had this before and have recommended ashby to others so im definately not a detractor – I just hate rude people

    John

  • Matt Hards

    Member
    April 15, 2008 at 5:26 pm

    I too mentioned how good service and products have been up until this point. The mentioned man also told me he was gonna get his manager to ring me to get the money, funnily enough a week or so on and still no phone call from them. mmmm

  • Robert Lambie

    Member
    April 15, 2008 at 8:26 pm
    quote Chris Dowd:

    Perhaps this thread needs to be made available to Nick Horseman their MD and give him the right to reply!

    This thread has been noted by Ashby… they do read the boards regularly and may decide to reply at some point.

    The thing is, and i have said this before a few times…

    Take anyone of us in business for any real length of time.
    take all the customers you have had over the years and put them into one room. i.e. UKSB
    Now shout out, can anyone fault my companies products, services, prices etc>?
    now watch a load of your customers hands go up!

    of course they will… because at some point we will all have done something wrong… whether it be a silly spelling mistake on a sign, a sign going up late or even your prices getting too expensive. someone will have something to say about it.
    as soon as someone says something, another will say… oh yeh that happend to me too and so on…
    i am sure the complaints above are accurate, but lets say some of us are exagerating, this thread may just cost someone their job. 😕

    I do occasionally use Ashby and i honestly cant really complain about anything. Phone support… well from memory i have spoken to a few, in particular, a guy chris on LED’s a couple of times and a guy ian i think a few times… both very helpful, both very clued up on their products. products wise, i like allot of what they have to offer, as well as good prices.

    just my 2p worth… 😀

  • Ian Bingham

    Member
    April 15, 2008 at 8:47 pm

    Every company has problems, we accept that, but the point is how the problems are handled.

    Ian

  • John Harding

    Member
    April 15, 2008 at 8:56 pm

    Hi Rob

    I started this off so perhaps I should make it clear that i use Ashbys often and I love the service and the product, and as stated have and would still recommend them to others on here – my gripe was the treatment from one person which as it appears I am not alone as at least three other signboard posters on this thread have found issue with that person too so im sure im not mistaken or speaking out of turn.

    Do I want anyone to get the sack – absolutely not

    Am I suggesting some staff training is required – most definately.

    John

  • Robert Lambie

    Member
    April 15, 2008 at 8:57 pm

    ian, but did you actually speak to someone in charge to make them aware of their problem?

  • Ian Bingham

    Member
    April 15, 2008 at 9:10 pm

    Yes twice, Rob and was told the matter would be passed on to the right person. which it must not of, as nothing was ever done, The products from ashbys are great! but when mistakes are made, as John said, may be a little training in customer relations would be in hand, and if they need to see how its done they should get training from the clothing supplier BTC
    ian

  • Chris Dowd

    Member
    April 15, 2008 at 9:49 pm
    quote Robert Lambie:

    This thread has been noted by Ashby… they do read the boards regularly and may decide to reply at some point.

    I hope they do reply Rob, there are two sides to every story!

    No one in this thread is really complaining about the products, or the service in general, more the poor service received from one individual.

    I for one would appreciate this feedback if it were a member of my staff, in fact, I would go one stage further and contact some of the posters for more information before deciding on a course of action (if any).

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