Eric The Viking
Established Member
- Joined
- 19 Jan 2010
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... but I think I should mention this, having noticed other discussions recently about other suppliers.
I am a small customer. I will probably always be a small customer. Of recent years I haven't had much cause to buy anything from Axminster, but in the last couple of months I have placed a few small-ish orders, as I have a DIY project going on.
One was for an accessory for a product they sell. They don't usually keep that specific part, but were happy to special-order it for me, at a pretty competitive price. It's an awkward size and shape, and arrived faulty (but not damaged in transit). I only realised the problem after a couple of head-scratching weeks of use (not all the time!); I called and explained, resulting in an RMA with no quibble at all, and a helpful agreement about returning the item at a time to suit me so I can get a replacement (the fault affects accuracy, and right now I can work around the issue, until the current job is completed).
The second thing was stupidly trivial, and entirely my fault: I placed an order online on Tuesday, around lunchtime, carefully organised to be just over fifty quid, so as to get free postage. Half an hour later I realised I'd forgotten something important. So I rang them. Could they intercept the order and add something - the lass on the 'phone said she'd try for me. Was called back half an hour later: all OK, could she take payment now? All sorted...
... but the following day the consignment arrived via DPD, with my extra item not included. Woe!
However, I hadn't even finished sorting through the box, when the postman rang the bell with the usual bundle of letters, including a padded bag from Axminster. You can guess what it was. And they didn't charge me postage, which they quite reasonably could have done.
My point: in both cases, they didn't have to do what they did, by which I mean be very helpful. OK, I'm quite within my rights to return a faulty item, but the point here is that they've allowed me to finish the job I'm doing without prompting a crisis (in both instances - I urgently needed the bits I bought earlier in the week, too!).
They really don't get a lot of business from me, but I do get consistently excellent customer service from them, and have done over many years.
What's that worth to me? Quite a lot actually.
Just sayin'...
E.
I am a small customer. I will probably always be a small customer. Of recent years I haven't had much cause to buy anything from Axminster, but in the last couple of months I have placed a few small-ish orders, as I have a DIY project going on.
One was for an accessory for a product they sell. They don't usually keep that specific part, but were happy to special-order it for me, at a pretty competitive price. It's an awkward size and shape, and arrived faulty (but not damaged in transit). I only realised the problem after a couple of head-scratching weeks of use (not all the time!); I called and explained, resulting in an RMA with no quibble at all, and a helpful agreement about returning the item at a time to suit me so I can get a replacement (the fault affects accuracy, and right now I can work around the issue, until the current job is completed).
The second thing was stupidly trivial, and entirely my fault: I placed an order online on Tuesday, around lunchtime, carefully organised to be just over fifty quid, so as to get free postage. Half an hour later I realised I'd forgotten something important. So I rang them. Could they intercept the order and add something - the lass on the 'phone said she'd try for me. Was called back half an hour later: all OK, could she take payment now? All sorted...
... but the following day the consignment arrived via DPD, with my extra item not included. Woe!
However, I hadn't even finished sorting through the box, when the postman rang the bell with the usual bundle of letters, including a padded bag from Axminster. You can guess what it was. And they didn't charge me postage, which they quite reasonably could have done.
My point: in both cases, they didn't have to do what they did, by which I mean be very helpful. OK, I'm quite within my rights to return a faulty item, but the point here is that they've allowed me to finish the job I'm doing without prompting a crisis (in both instances - I urgently needed the bits I bought earlier in the week, too!).
They really don't get a lot of business from me, but I do get consistently excellent customer service from them, and have done over many years.
What's that worth to me? Quite a lot actually.
Just sayin'...
E.
