Author Topic: Axminster Customer Service Expectations, MK II System  (Read 1120 times)

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Offline NHBW

  • Posts: 7
Axminster Customer Service Expectations, MK II System
« on: February 19, 2021, 08:46 AM »
Hello folks,

Quick question. Also apologies in advance for this being one of my first posts sans my intro a few days ago!

Context:
Just looking for some general thoughts on customer service expectations with Axminster on an order failure.  I'm in the US, and ordered the UK Park MK II, 2/9, with the chamfer tool, for a large scale MFT I'm working on.  They shipped as two separate items.  Yesterday, DHL dropped off a package for me, with the DHL Axminster shipping label, and MK II marked as the contents.  However instead of the MK II inside, I now have a fine t-shirt instead that someone in Australia will be missing...

Question:
I contacted them via the customer service form, Global E, approaching 24 hours ago, and no response.  I can find no SLA on response time noted anywhere.  My confidence in online ticketing systems for CS is not high for this very reason.  Don't really feel like adding global calling to my mobile plan to forego the $2 a minute charges, but will do so if necessary to get this resolved, as I'm not keen on being out $240 US.

Many thanks for any insight.
 

Online ChuckM

  • Posts: 2623
Re: Axminster Customer Service Expectations, MK II System
« Reply #1 on: February 19, 2021, 08:55 AM »
I'd give at least 3 to 5 business (not calendar) days to a merchant for a response before I might follow it up with a call or another email. And that's for pre-pandemic time. Now? Two calendar weeks.

I'm a hobbyist...I can wait and my money is always safe as I pay by either Paypal or credit card.
« Last Edit: February 19, 2021, 10:37 AM by ChuckM »

Offline six-point socket II

  • Posts: 1607
  • formerly @the_black_tie_diyer - 22/02/21 inactive.
Re: Axminster Customer Service Expectations, MK II System
« Reply #2 on: February 19, 2021, 09:03 AM »
I'm pretty sure you won't be out anything, and even got a free T-Shirt. ;)

Honestly, our friends in the UK battle Covid-19 just like anyone else and on top of that they got to deal with massive shipping disruptions caused by Brexit. (+ everything else that is "going on" in shipping because of Covid-19 ...)

Someone made a mistake while packing, they will resolve it. Expect delayed communication. I agree with Chuck, 3-5 business days prior, 14 days now.

(I've ordered some materials locally, silly small items normally available off the shelf, got confirmation 2 weeks ago, not a peep since then ... It's simply crazy, I have the feeling that was was anticipated for spring of 2020, is really hitting us only now. (Speaking of shipping, low stock/inventory, the container and shipping-price "crisis". ....)

Kind regards,
Oliver
Kind regards,
Oliver

"... . Say yes to stuff, and it will take you interesting places." - Anne Richards, CEO Fidelity International

Offline NHBW

  • Posts: 7
Re: Axminster Customer Service Expectations, MK II System
« Reply #3 on: February 19, 2021, 09:11 AM »
Thanks all for the quick thoughts!  That was my gut as well, and good point re pandemic and international shipping.  Not an item that will disrupt my business by any means, and definitely not placing blame, just managing my expectations. 

Re the t-shirt, that gentleman will still be receiving it, just a bit delayed :)

Offline daz9100

  • Posts: 9
Re: Axminster Customer Service Expectations, MK II System
« Reply #4 on: February 19, 2021, 09:41 AM »
I just emailed them regarding an issue that I have. I got this response back immediately. Maybe try emailing them if you've not received any acknowledgment (cs@AxminsterTools.com)


Quote
Dear Darren,

Thank you for contacting Axminster Tools & Machinery.

We have allocated the unique identification ###### to your enquiry. Please quote this unique identification in any future communications regarding this matter as this will enable us to assist you as quickly as possible. We aim to provide an initial response within 48 hours, Monday to Friday (excluding public holidays).


Our opening hours are available to view online and can be accessed by visiting: https://www.axminstertools.com/contact.


Best regards

Axminster Tools & Machinery
Phone: 01297 33666
Text: 07786 200699
Tweet to @askaxminster


Offline TSO_Products

  • Retailer
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  • Posts: 361
    • TSO Products LLC
Re: Axminster Customer Service Expectations, MK II System
« Reply #5 on: February 19, 2021, 11:45 AM »
Hello folks,

Context:
Just looking for some general thoughts on customer service expectations with Axminster on an order failure.  I'm in the US, and ordered the UK Park MK II, 2/9, with the chamfer tool,
Many thanks for any insight.

@NHBW - you will get a response from AXMINSTER.
That said, you could also have placed the order with TSO. In our Minnesota warehouse we maintain  the largest stock of AXMINSTER products outside of the UK. But Peter Parfitt sells more Parf Guides than AXMINSTER can produce.

Hans

Online ChuckM

  • Posts: 2623
Re: Axminster Customer Service Expectations, MK II System
« Reply #6 on: February 19, 2021, 12:53 PM »
Snip.
That said, you could also have placed the order with TSO. In our Minnesota warehouse we maintain  the largest stock of AXMINSTER products outside of the UK.

Hans

As they say, knowledge is power. Knowing where to buy or whom to buy from can mean the difference between satisfaction and frustration. Google, despite its share of issues, is a god-send for consumers who can find something as unusual as it may be in seconds -- around the world. When I type "xxx Canada," the search often brings me merchants that I never hear of, and they can even be located where I live.

Offline NHBW

  • Posts: 7
Re: Axminster Customer Service Expectations, MK II System
« Reply #7 on: February 19, 2021, 04:19 PM »
Thanks @TSO_Products/Hans.  As noted in another thread earlier, I use TSO often, and have many of your products on hand.  Just happens in this case, you were out of stock, and in terms of cadence of when I wanted to slot the use of this guide in to a build I was working on, I went with Axminster.  Impatience won out, as I'll likely have to shift this build out a bit now anyway.  All good.

Thanks all for the thoughts.

Offline Bugsysiegals

  • Posts: 815
Re: Axminster Customer Service Expectations, MK II System
« Reply #8 on: February 20, 2021, 09:17 AM »
Snip.
That said, you could also have placed the order with TSO. In our Minnesota warehouse we maintain  the largest stock of AXMINSTER products outside of the UK.

Hans

As they say, knowledge is power. Knowing where to buy or whom to buy from can mean the difference between satisfaction and frustration. Google, despite its share of issues, is a god-send for consumers who can find something as unusual as it may be in seconds -- around the world. When I type "xxx Canada," the search often brings me merchants that I never hear of, and they can even be located where I live.

I searched xxx Canada and found merchants where you live looking for wood! 😂

Online ChuckM

  • Posts: 2623
Re: Axminster Customer Service Expectations, MK II System
« Reply #9 on: February 20, 2021, 11:44 AM »
 [oops] [eek]
Hahaha. This is a perfect example of where clarity trumps brevity when I used "xxx" without indicating it to be replaced by a search key!

Offline six-point socket II

  • Posts: 1607
  • formerly @the_black_tie_diyer - 22/02/21 inactive.
Re: Axminster Customer Service Expectations, MK II System
« Reply #10 on: February 20, 2021, 12:04 PM »
 [big grin] [big grin] [big grin]

Kind regards,
Oliver
Kind regards,
Oliver

"... . Say yes to stuff, and it will take you interesting places." - Anne Richards, CEO Fidelity International