From time to time issue can and do occur with products supplied by large companies and over the years I have have a few with different manufacturers and suppliers most of which don't end up with the right result as you always end up speaking to the wrong person and they will pass the buck where ever they can
I had a problem with a marshalls product and under normal circumstances you would phone your merchant who you ordered the product through to log the complaint who would then get in touch with the correct department at Marshalls and about a week later if your lucky you would get a reply from the builders merchants basically passing the message from Marshalls back to yourself and in most cases from large companies its not the result you wanted to hear either
I sent an email showing photos of the issue and got a reply at 10.30 the same evening saying I would get a site visit the following afternoon from Chris Frankland the product manager for Marshalls, I must add on his afternoon off to look at the issue I had which was sorted out there and then with a phone call to the correct department
To get that level of service from the largest paving manufacturer in the UK, recieving a reply to an email late in the evening and to visit site the following day from Chris who is a very busy person is exceptional service and I tip my hat forward to say thank you as that is a 5 star service in my eyes
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Comments
Is that because he knows that you are a prominent figure on this site?
Mick
I'm sure Marshalls would show an above average level of commitment to all its members and paying clients.
But this goes beyond the hours upon hours of staff training that Marshalls put into all staff.
I would say, that this level of service towards Crystalclear has alot to do with yourself being a top national Marshalls installer, the rapport built up with your IDM over the years, being a member of LJN (as is Chris)
A few problems have risen over the 8 years I've been on the register and the problems have been rectified promptly....... a huge tool available to us is the support of the technical team on hand to answer the most complex of questions .
Keep going Mick.......your meticulas work is an inspiration to others
Good to hear such a positive experience Mick.
I think Marshalls are one of only a few forward thinking and pragmatic companies in the hard landscaping product supplier industry.
What I've particularly enjoyed when dealing with various people throughout the company is their proactive rather than reactive attitude.