Andrews...how do get them to answer the phone?

xelasnave · #1 22-08-2017, 04:01 PM

I tried both numbers on their web site..rings out.
I called 1234 and was given one of the numbers I had got fro the site.
Rang whenever I had a chance during the day but no answer.
Are they still there?
Was today some sort of holiday?
Anyone got a number that works?
Its embarrassing.
A friend wants a cheap scope I suggested Andrews and called to see if we could come over, when, and get it.
I hope they are OK.
Alex

doppler (Rick) · #2 22-08-2017, 04:05 PM

I think they are all on holidays at the moment, they all take leave and shut the shop.

From their website:

HOLIDAY NOTICE

THE SHOP WILL BE CLOSED FOR ONE WEEK FROM 4:30pm ON FRIDAY 18th AUGUST AND WILL RE-OPEN AT 9:30am ON MONDAY 28th AUGUST.

xelasnave · #3 22-08-2017, 05:04 PM

Thanks for that.
Alex

Steffen · #4 22-08-2017, 05:33 PM

I wonder whether they took a field trip to the eclipse...

MortonH · #5 22-08-2017, 05:41 PM

You'd think they'd have a voicemail message!

PCH (Paul) · #6 22-08-2017, 07:45 PM

I know people here speak highly of them (Andrews) - but I only ever called twice, spoke to Luke both times, and he was supposed to get back to me on both occasions, but never did. So this doesn't surprise me one little bit

xelasnave · #7 22-08-2017, 08:58 PM

It surprises me the effort many organisations go to in an effort to gain market share but then fall down on the little things one would consider fundamental to retaining happy clients.

Failure to call back on a promise to do so is so silly.
I have had an office an one must keep a list of the things you have promised to do simply so you do not forget.

Anyways if they are taking a break one would think it prudent to have a recorded message and perhaps an invitation to leave a name and number.
Alex

xelasnave · #8 22-08-2017, 09:08 PM

My old master solicitor would call back and if he did not reach them would send a letter.
"I telephoned you on..date..at..time..I was not able to reach you so pleàse telephone me when you read this letter"

Great system cause you can try without result but a follow up letter shows you are on the ball.

Systems like that work and show clients they are important.
Alex

Steffen · #9 23-08-2017, 12:31 AM

I reckon that if you're a high price establishment customer care is of make-or-break importance. If you have the best prices in the land then business will come anyway.

I've had some difficulties in the past getting answers about availability or delivery times over the phone, but whenever I did buy something from Andrews Comms (usually in person at their Greystanes store) the service was friendly, knowledgable and enthusiastic.

If you don't like their service you can always spend some 10-30% more and buy from Bintel, which I also wholeheartedly recommend. Bintel's service is legendary, unfortunately they are a lot more inconveniently located (for me).

xelasnave · #10 23-08-2017, 12:42 AM

My experience with Andrews has been perfect.
My EQ 6 was delivered personally by the boss.
And I like them ,, and Bintel.
My point was general.
So many businesses spend money to bring them in but fail on the simple things...you can do ten things right it the one thing wrong in ten that can send your business down.
Anyways I hope the have a great holiday I am sure they deserve a good one.
I will explain to my friend who will buy from them when they get back.

Alex

Steffen · #11 23-08-2017, 01:38 AM

You're absolutely right, and it is the customer's prerogative to complain about lack of service. How else would service ever improve otherwise?

Shano592 (Shane) · #12 23-08-2017, 02:32 PM

The thing is, it doesn't take long to set up an away message.

You can electronically record incoming messages, and have them sent to your email so that you never miss a customer.

Then you have voip services, or skype or similar, so you can now make a local call, from anywhere in the world.

I know that sometimes you need downtime, or there is a rare solunar event that really needs to be seen, but like you are saying Alex, a simple message helps those who will have called in, and didn't go to their website.

Our little business has pre-recorded messages for every occasion, even illness. With the click of a button on a website, our customers know where we are today, and that if they leave a message, we will respond to them as soon as we are able. Simple.