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Model Engineering in UK - Model engineering, metal crafts in UK
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Posted by Peter Neill on February 13, 2008, 5:57 am
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On Wed, 13 Feb 2008 03:15:14 -0600, Allan Waterfall
>
>Tim Leech Wrote:
>> [color=blue]
>>
>> I've spoken to the card co., & unfortunately they say they can't do
>> anything because there's nothing in writing. Any suggestions?
>> OK, it's not megabucks, but it's made me extremely angry, especially
>> the attitude of the senior sales guy. I got the impression that he is
>> well practiced in dealing with unhappy customers.
>>
>> Tim
>
>Beats me how Chesters stay in business with their attitude to
>customers.
>
>I bought a 626 mill from them a while ago and returned it for a
>refund.It probably worked when they imported it,but I asked for a three
>phase motor and they fitted one but the belt pulleys wouldn't line
>up.They also fitted a Newall Dro and left two lovely pyramids of cast
>iron dust on the ways where they'd drilled and tapped the bed.There were
>also several other things wrong with it that were their doing.
>
>They didn't want to return calls either.
>
>
>Allan
I'd agree with all of that. Incredibly shoddy company.
I made the mistake of buying a lathe from then 3 years ago, rejected
it and had hassle. Eventually had a replacement lathe sent out, and
rejected that one as it was even worse than the first one.
They tried to tell me I couldn't reject it as according to their terms
and conditions every driver is told to wait for 40 minutes so that
delivered machines can be checked and tested, and as such, I must have
accepted the item in full.
Apart from that being a totally ridiculous amount of time to assemble
and then verify the operation of a lathe, the sub-contract commercial
carrier is going to laugh in your face if you tell him he has to wait
there for 40minutes because the company you bought the machine from
says so.
Warco on the other hand were a delight to deal with, and have an
impeccable customer service model.
Another black mark for Chester I'm afraid. As one of their staff has
read this newsgroup in the past, and at least tried to be helpful,
then perhaps if you are reading this now you would care to comment?
Peter
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Posted by Dave Baker on February 13, 2008, 5:48 am
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>
>
>>Date: Sat, 08 Dec 2007 13:03:15 +0000
>>Local: Sat 8 Dec 2007 13:03
>>Subject: ER40 backplate mounted chuck
>>Reply to author | Forward | Print | Individual message | Show original |
>>Report this message | Find messages by this author
>>No connection in any way whatsoever to the company, but I just noticed
>>on the back of this month's rag that Chester are doing a 5" ER40
>>backplate-mounted chuck, including nut and spanner for 28 quid
>>including postage & VAT.
>>
>>It is on their website, but differently-priced and deeply hidden (have
>>to search for ER40).
>>
>>May be of some use to someone...
>
> I rang Chesters about these in January, was told that all their sales
> people were away because of the Ally Pally show. I was promised that
> someone would ring me back, I'm still waiting..........
>
> Feb 8th I rang them again, and specifically checked what price, as it
> was a while since the ad had appeared, I was told £28 for the 125mm &
> £26 for the 100mm dia., inclusive.
> I decided I would go rash and get one of each, as I've got a couple of
> sets of S/H collets, one chuck to mount on a rotary table & the other
> on a camlock backplate for the lathe.
> They arrived last Friday, look fine apart from the crummy hook-type
> spanner, no complaints for the money.
> I opened the invoice this morning, was horrified to find they've
> charged me £39 + VAT each, total £91.65 which is a difference of
> £37.65 more than I was expecting.
> Rang their sales dept., the guy I spoke to was perfectly friendly,
> accepted without a murmur that there had been a mixup, and offered me
> a credit note for the difference. I've never bought from Chesters
> before and may not want to again for years, so I held out for a refund
> to my card. He tried to tell me that they couldn't do that, but
> eventually passed me to someone senior who was most unfriendly,
> refused to accept my version of events ("I'm not calling you a liar
> but......") and eventually offered me, as what he portrayed as a huge
> concession, the same credit note which I'd been offered with no
> argument 10 minutes earlier. he even told me that the other guy had no
> authority to have offered me that credit! He refused point blank to
> make a refund, and when I said that I would rather return the goods
> than pay £39 + VAT each, I was welcome to pack them up & send them (at
> my expense, of course) but there would be a 10% restocking charge.
> He was not in any way prepared to concede that Chesters might have got
> it wrong, and the offer of a credit note was purely a gesture of
> goodwill. They have taken my money without my authority, and refuse to
> return it without strings which mean they retain a percentage.
>
> I've spoken to the card co., & unfortunately they say they can't do
> anything because there's nothing in writing. Any suggestions?
> OK, it's not megabucks, but it's made me extremely angry, especially
> the attitude of the senior sales guy. I got the impression that he is
> well practiced in dealing with unhappy customers.
>
> Rant over, but the lesson apart from choosing who you do business
> with, is that if buying over the phone by credit card make sure you
> are told what the exact amount is which will be charged to your card,
> and you take the name of the sales person to whom you've spoken, maybe
> get his mother's maiden name while you're at it <g>. As much detail as
> you can. There still would be no guarantee, but it would be a start.
> It's apparent that the guy who took the order didn't process the card,
> he must have handed the details over for someone else to deal with and
> they just charged out at current list price.
>
> Tim
You need to be aware of the Distance Selling Regulations of the SGA. You
have 7 days to change your mind regardless of any problem with the goods so
act on that quickly before you lose the right. They also have to pay for
return postage. Check with uk.legal or u.l.moderated if you want further
info.
--
Dave Baker
Puma Race Engines
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Posted by Dave Baker on February 13, 2008, 6:01 am
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> You need to be aware of the Distance Selling Regulations of the SGA. You
> have 7 days to change your mind regardless of any problem with the goods
> so act on that quickly before you lose the right. They also have to pay
> for return postage. Check with uk.legal or u.l.moderated if you want
> further info.
PS, the DSRs only apply to an individual buying from a business and not a
business buying from a another business. If that applies to this case then
put your refusal to accept the goods in writing to them before the 7 days
are up even if the goods don't get sent back, or collected, until after
that. That's 7 working days btw not 7 calendar ones.
http://www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/
--
Dave Baker
Puma Race Engines
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Posted by Ketan Swali on February 14, 2008, 5:18 am
Please log in for more thread options > >Date: Sat, 08 Dec 2007 13:03:15 +0000
> >Local: Sat 8 Dec 2007 13:03
> >Subject: ER40 backplate mounted chuck
> >Reply to author | Forward | Print | Individual message | Show original | =
Report this message | Find messages by this author
> >No connection in any way whatsoever to the company, but I just noticed
> >on the back of this month's rag that Chester are doing a 5" ER40
> >backplate-mounted chuck, including nut and spanner for 28 quid
> >including postage & VAT.
>
> >It is on their website, but differently-priced and deeply hidden (have
> >to search for ER40).
>
> >May be of some use to someone... =A0 =A0
>
> I rang Chesters about these in January, was told that all their sales
> people were away because of the Ally Pally show. I was promised that
> someone would ring me back, I'm still waiting..........
>
> Feb 8th I rang them again, and specifically checked what price, as it
> was a while since the ad had appeared, I was told =A328 for the 125mm &
> =A326 for the 100mm dia., inclusive.
> I decided I would go rash and get one of each, as I've got a couple of
> sets of S/H collets, one chuck to mount on a rotary table & the other
> on a camlock backplate for the lathe.
> They arrived last Friday, look fine apart from the crummy hook-type
> spanner, no complaints for the money.
> I opened the invoice this morning, was horrified to find they've
> charged me =A339 + VAT each, total =A391.65 which is a difference of
> =A337.65 more than I was expecting.
> Rang their sales dept., the guy I spoke to was perfectly friendly,
> accepted without a murmur that there had been a mixup, and offered me
> a credit note for the difference. I've never bought from Chesters
> before and may not want to again for years, so I held out for a refund
> to my card. He tried to tell me that they couldn't do that, but
> eventually passed me to someone senior who was most unfriendly,
> refused to accept my version of events ("I'm not calling you a liar
> but......") and eventually offered me, as what he portrayed as a huge
> concession, the same credit note which I'd been offered with no
> argument 10 minutes earlier. he even told me that the other guy had no
> authority to have offered me that credit! He =A0refused point blank to
> make a refund, and when I said that I would rather return the goods
> than pay =A339 + VAT each, I was welcome to pack them up & send them (at
> my expense, of course) but there would be a 10% restocking charge.
> He was not in any way prepared to concede that Chesters might have got
> it wrong, and the offer of a credit note was purely a gesture of
> goodwill. They have taken my money without my authority, and refuse to
> return it without strings which mean they retain a percentage.
>
> I've spoken to the card co., & unfortunately they say they can't do
> anything because there's nothing in writing. Any suggestions?
> OK, it's not megabucks, but it's made me extremely angry, especially
> the attitude of the senior sales guy. I got the impression that he is
> well practiced in dealing with unhappy customers.
>
> Rant over, but the lesson apart from choosing who you do business
> with, is that if buying over the phone by credit card make sure you
> are told what the exact amount is which will be charged to your card,
> and you take the name of the sales person to whom you've spoken, maybe
> get his mother's maiden name while you're at it <g>. As much detail as
> you can. There still would be no guarantee, but it would be a start.
> It's apparent that the guy who took the order didn't process the card,
> he must have handed the details over for someone else to deal with and
> they just charged out at current list price.
>
> Tim
Hi Tim,
May be the person you spoke to at Chester was having a bad week.
I am aware that few members of their team were/are still away on
holiday, and the people left to cover were/are under pressure as a
result. This is not an excuse, but just an observation. I would
suggest you call and discuss the same with the same person later this
week or early next week, and then ask to speak to someone senior if
you still fail to get any joy from the person you spoke to earlier.
I am sure you will find a reasonable solution without getting the
trading standards team involved.
Ketan.
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Posted by ACE on February 14, 2008, 6:09 am
Please log in for more thread options >
>
>
>
>
> > >Date: Sat, 08 Dec 2007 13:03:15 +0000
> > >Local: Sat 8 Dec 2007 13:03
> > >Subject: ER40 backplate mounted chuck
> > >Reply to author | Forward | Print | Individual message | Show original =
| Report this message | Find messages by this author
> > >No connection in any way whatsoever to the company, but I just noticed
> > >on the back of this month's rag that Chester are doing a 5" ER40
> > >backplate-mounted chuck, including nut and spanner for 28 quid
> > >including postage & VAT.
>
> > >It is on their website, but differently-priced and deeply hidden (have
> > >to search for ER40).
>
> > >May be of some use to someone... =A0 =A0
>
> > I rang Chesters about these in January, was told that all their sales
> > people were away because of the Ally Pally show. I was promised that
> > someone would ring me back, I'm still waiting..........
>
> > Feb 8th I rang them again, and specifically checked what price, as it
> > was a while since the ad had appeared, I was told =A328 for the 125mm &
> > =A326 for the 100mm dia., inclusive.
> > I decided I would go rash and get one of each, as I've got a couple of
> > sets of S/H collets, one chuck to mount on a rotary table & the other
> > on a camlock backplate for the lathe.
> > They arrived last Friday, look fine apart from the crummy hook-type
> > spanner, no complaints for the money.
> > I opened the invoice this morning, was horrified to find they've
> > charged me =A339 + VAT each, total =A391.65 which is a difference of
> > =A337.65 more than I was expecting.
> > Rang their sales dept., the guy I spoke to was perfectly friendly,
> > accepted without a murmur that there had been a mixup, and offered me
> > a credit note for the difference. I've never bought from Chesters
> > before and may not want to again for years, so I held out for a refund
> > to my card. He tried to tell me that they couldn't do that, but
> > eventually passed me to someone senior who was most unfriendly,
> > refused to accept my version of events ("I'm not calling you a liar
> > but......") and eventually offered me, as what he portrayed as a huge
> > concession, the same credit note which I'd been offered with no
> > argument 10 minutes earlier. he even told me that the other guy had no
> > authority to have offered me that credit! He =A0refused point blank to
> > make a refund, and when I said that I would rather return the goods
> > than pay =A339 + VAT each, I was welcome to pack them up & send them (at=
> > my expense, of course) but there would be a 10% restocking charge.
> > He was not in any way prepared to concede that Chesters might have got
> > it wrong, and the offer of a credit note was purely a gesture of
> > goodwill. They have taken my money without my authority, and refuse to
> > return it without strings which mean they retain a percentage.
>
> > I've spoken to the card co., & unfortunately they say they can't do
> > anything because there's nothing in writing. Any suggestions?
> > OK, it's not megabucks, but it's made me extremely angry, especially
> > the attitude of the senior sales guy. I got the impression that he is
> > well practiced in dealing with unhappy customers.
>
> > Rant over, but the lesson apart from choosing who you do business
> > with, is that if buying over the phone by credit card make sure you
> > are told what the exact amount is which will be charged to your card,
> > and you take the name of the sales person to whom you've spoken, maybe
> > get his mother's maiden name while you're at it <g>. As much detail as
> > you can. There still would be no guarantee, but it would be a start.
> > It's apparent that the guy who took the order didn't process the card,
> > he must have handed the details over for someone else to deal with and
> > they just charged out at current list price.
>
> > Tim
>
> Hi Tim,
>
> May be the person you spoke to at Chester was having a bad week.
>
> I am aware that few members of their team were/are still away on
> holiday, and the people left to cover were/are under pressure as a
> result. This is not an excuse, but just an observation. =A0I would
> suggest you call and discuss the same with the same person later this
> week or early next week, and then ask to speak to someone senior if
> you still fail to get any joy from the person you spoke to earlier.
>
> I am sure you will find a reasonable solution without getting the
> trading standards team involved.
>
> Ketan.- Hide quoted text -
>
> - Show quoted text -
Dear Mr Leach,
Just for your future reference, it myself whom you spoke to, my name
is Anthony.
I would first like to make the apology that when you called in January
there was no one available but the sales team were all working away
from home over the weekend in London supporting the Model Engineering
Exhibition at Alexandra Palace. Secondly I would like to apologise
that no one called you back upon our return but as other traders who
may visit this forum would tell you, post show is a very very busy
time sorting out orders, getting back organised, re-stocking, sorting
out back logs of work which has generated in the 2 or 3 day absence
from the office, as well as having skeleton staff for the most part of
the week after with people trying to catch up on a bit of family time
after being away from home for 4 days.
Recalling our conversation earlier in the week, you advised me that
you had been over charged on the collet chucks as you had seen them
advertised on the back of certain publications dated from December
which are now no longer valid and were not vaild when your order was
placed on the 6th February. You advised me that you had been verbally
quoted alternative prices but upon receiving your invoice found that
you had been over charged. I explained that, as the issues of the
publications were no longer valid and you had no proof of being quoted
these prices I was unable to re-credit your credit/debit card. I did
explain though that as a goodwill gesture, even though you could not
give proof of being quoted these prices, I would arrange for a credit
note to be put on to your account, as explained by my colleague
previously, which you refused to accept, or I presumed that was the
case after having the phone put down on me and abruptly ended the
call. This is after I had been given a verbal insult which has not
been mentioned in any prior post. The other option I gave was to
return the products to us and we will recredit your card minus a 10%
handling fee.
We are not in the business of upsetting customers, over charging
people and many other accusations which are occssionally thrown our
way. Within this company, we are all working people, whom all have
families and mortgages and other bills who come to work every day like
everyone else to try to earn a living, believe it or not, we are all
honest hard working people here.
I would like to make the offer still available to you, if you wish to
contact me personally then please do not hesitate to do so and I will
arrange for the credit note to be raised for you. Alternatively, as
you are not located a million miles away from us, if you had the time
or were in the area I would like to make it known that you are most
welcome to visit our showroom where I will personally speak to you,
over a coffee if required.
I would hope we can come to some amicable agreement as soon as
possible.
Regards
Anthony
Chester UK Limited
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>Tim Leech Wrote: