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Outstanding order

traindweller Oct 23, 2018

  1. traindweller

    traindweller Active Member

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    Hi Trups,
    Are you still selling from your shop or just fitting these days?
    Placed an order early last week for a couple of LED boot light lamps for an 8P A3 ,not arrived yet and no answer from your contact emails or phone over last couple of days when tried. Can you let me know if the lamps are delayed any length of time and I will go for a refund.
    Thanks
     
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  3. t8ups

    t8ups Site Sponsor Site Sponsor VCDS Map User

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    Hi.

    We was out the UK from the 16th - 25th but you should have your order now, if you sent an email to sales@emtuning.co.uk you would of got a auto reply to let you know this.

    Thanks
    Trups
     
    Sandra likes this.
  4. traindweller

    traindweller Active Member

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    Thanks for the reply Trups, sure you don't mean your reply it to be quite as it sounds.

    Just to be completely fair with feedback , the payment was taken before the 15th,with no mention of any delay at that time.
    I emailed on the 21st (to the sales email you quote but got no response). Tried the phone lines over the next few days, no response or message about any delay. Looked on FB and saw your last message was 4th October and no mention of any upcoming delays . No mention of any delay on ASN and last post back in August. Sorry to say it looked to me as if you had gone out of business!
    Perhaps you need to update or check your system to make sure communication is working as you think it is, which if it had,would of helped both of us.

    The order was received at the end of the month and I am pleased with it so it was worth the wait and hopefully we can do business again in the future.
     
    t8ups likes this.
  5. t8ups

    t8ups Site Sponsor Site Sponsor VCDS Map User

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    Hi.

    Thanks for the feedback and I am going to take it all on board, as I work single handedly I don't get a chance to get on forum like I used to. Now you have said my last posts etc where a few months ago it does look like we are not in business.

    Re the Auto Reply, sorry about that, I don't think I clicked saved, our last postage date was the Friday before the 15th and I went into work on the Monday morning just to tidy up, didn't even take the laptop in.

    Phone lines - This is a mobile landline, the software is hard to use to do messages, turn off etc so I have just spoken to a company and over the Christmas break we will change to the new system which will allow me more control as its app based so I can shut the line off at a click of a button and it will allow you to leave a message or pick up on any out the office times.

    And finally, I plan to take someone on in the new year to help with emails, running the forum pages and getting more interactive with forum customers as without Audi-Sport.net my business wouldn't be this popular.

    Thanks for your feedback, it was constructive and I am taking all this away and making the changes so my customers have a better experience.

    Thanks
    trups
     
    traindweller likes this.
  6. I'm Just Rob.

    I'm Just Rob. Moderating or something, Staff Member Moderator Gold Supporter VCDS Map User

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    Evening Chap, maybe when you get a chance you could get back to me at some point re my PM last week, would be nice to get resolved
    the few probs outstanding.

    rgds
    rob
     
  7. Daveyonthemove

    Daveyonthemove Well-Known Member VCDS Map User

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    I'm in the same boat.
    Bought some bulbs and they arrived quickly, but I get errors from them.
    I have emailed on Sunday and did not get any auto reply.
    I have PM'd you on here and not had a reply.
    I have left a message on your profile page, and not received a reply.

    I am sure you are busy as a one man operation, but you need to improve your communications with customers. An Auto reply to emails advising of you planning to look into all emails and reply within a time frame would be a good start.
    Responding to payments and sending the goods out quickly is all well and good, but if you aren't resolving problems quickly or replying to questions/requests then customers will go elsewhere.
    I'll give until Friday 11th for a resolution and then contact the bank if required to recover the costs. As this is the 4th method of attempted communication I don't think that's unreasonable.
    Cheers
     
    Jonnie likes this.
  8. Sandra

    Sandra Administrator Staff Member Administrator Platinum Supporter Audi Main Dealer

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    Daveyonthemove likes this.
  9. Jonnie

    Jonnie Well-Known Member

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    I'm also in the same boat. My initial enquiry was on the 9th of November and it took over a month and a half for a response to that, Ordered 4 led lights nearly 2 weeks ago now and had no response to email (3 working days) or PM. If it hits 2 weeks with no response I will be disputing the charge with Amex and getting my money back out of principal.

    An absolutely shocking way to be running a business and even more shocking it's from a site sponsor.
     
    Daveyonthemove likes this.
  10. t8ups

    t8ups Site Sponsor Site Sponsor VCDS Map User

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    Hi Jonnie.


    Sorry for the delay in replying.


    You order had gone onto back order, With the panel bulbs I have to send them out in order of when the order came in, as my last working day in the office was DEC 22nd, by the time we had got to Dec 26th the panel bulbs where out of stock, I do have a delivery in around the 20th but I can see that your not eager to wait so I am happy to refund this transaction for you.


    Thanks

    Trups
     
    Last edited: Jan 9, 2019
  11. Jonnie

    Jonnie Well-Known Member

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    I assume you mean Dec 26th not Jan 26th? As we spoke on December 28th if you were out of stock with a 3 week+ lead time you could have let me know or updated your site to reflect that.

    A refund will be great.
     
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  13. t8ups

    t8ups Site Sponsor Site Sponsor VCDS Map User

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    I do mean DEC. I finished work on dec 22, all orders placed up until the 26th got panel bulbs, before we left we had 122, (the site will not amend the amounts bought separate as interior kits can have 12 of these bulbs in 1 kit), when I returned to work on Jan 3rd this is when I would know that they have ran out so at the time of you placing your order with me not been in the vicinity of any LED there is no way for me to know that your order would go onto back order until I clicked the button to print off all postage labels.

    Refund sent. Thanks
     

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