Tuesday 21st May

The Pulse

No Longer a Fan

Written by
Paul Hassing

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27
Jan

My confidence in local manufacturing, retail and enterprise is shattered.

Last month I made a conscious decision to:

Buy an Australian-made product, not an import.
Pay for high quality, instead of going el cheapo.
Deal with a sole trader, rather than a corporation.

What a FOOL!

Fan Dancer

I needed a ceiling fan for my small, airless bedroom. I’m a light sleeper, so it had to be SILENT.

The bored, gum-chewing girl at the big lighting chain said Australian-made was the way to go.

But when she compounded her lassitude by yelling a quote from the other end of the store, I decided to deal with someone who cared.

I found a small, specialist fan retailer who confirmed that he had a high-quality, whisper-quiet Australian-made fan with a 100 W light.

Fan Tastic

I paid him $438. Two days after his promised delivery date, the fan arrived.

I paid a master electrician $195 to install it properly. The light was dimmer than I’d expected, but I put that down to my aging sight.

For ten nights I enjoyed cool, peaceful bliss.

Then the light failed.

Following the manual, I retrieved a blown, 75 W bulb.

Fan Fair

I told the retailer, who said:

‘Bulbs that come with all light products are usually not the best quality. Sometimes they last 2 minutes, sometimes 2 years. I’m not sure why a 75 W bulb was sent; it should’ve been a 100 W. If you’d like reimbursement, contact the warranty line. Good luck.’

Opting to cut to the chase, I bought a 100 W bulb from an electrical shop. It cost all of $5.95.

After installing the bulb, I turned the fan on.

It started clicking.

It clicked all through that hot, summer night.

Driving me out of my clicking skull.

Fan Tale

I told the manufacturer, who said:

‘I’m happy to send a service agent, but I must inform you of our warranty policy. If the agent finds it’s not a product fault but something caused at installation or done when you changed the bulb, a charge of $85 will apply.’

I argued that, but for the faulty, lower-rated bulb, I needn’t have touched the jolly fan. And that I’d bought a high-quality, Australian-made unit to avoid precisely this kind of drama.

He offered to send a replacement 100 W bulb.

A week later, a poorly packed 75 W bulb arrived, without a note, in two pieces.

After my next email, he escalated the matter to his boss, who said:

‘The rating of the light fitting is 100 W, which is the basis of what is offered for sale. It is a 100 W light fitting. You can fit a 100 W, a 75 W or any lesser value bulb.’

I replied:

‘This valuable information was not conveyed by either of the fan retailers with which I dealt.

I asked for a ‘100 W light’ and was told I’d get one. I thought ‘light’ meant ‘light fitting plus bulb’. I’m a literal chap, but this distinction escaped me.

During my purchase inquiries, I was assured your brand was a worthy investment in quality. It would’ve been very helpful to know of this bulb phenomenon.

I’d be grateful if you could indicate where this information resides on your website; I didn’t encounter it when researching my purchase.’

Neither the retailer, the manufacturer nor the boss have replied.

Tick ticka tick tick tick …

Ticka ticka tick …

Ticka ticka ticka tick tick ticka … ad libitum.

Fan Tasm

I know there are good operators out there. But experiences like this destroy their hard work.

I’ve long heard people bemoan the decline of Australian manufacturing.

Lately, we’ve heard retailers are ‘doing it tough’.

And ‘little guys’ are getting squeezed.

After this debacle, I’m not surprised by any of it.

Are you?

Paul Hassing, Founder & Senior Writer, The Feisty Empire

ceiling fan, customer relations, customer service, local manufacturing, manufacturer, manufacturing, new business, new clients, reputation, retail, retailer, small business, small retailer

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What others are saying

Author

Leah Klugt

January 27, 2011 at 9:33 am

Paul, I was frustrated just READING that! I am the same, use the little local guy. Sometimes you’re better not to though and it’s at this point that you need to draw a line.

On a general experience note, I do find the little guys more attentive, more knowledgeable and you come out (on a whole) with a better experience and product.

Like you I dont mind paying the extra, but hey – make it worth my while!

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Author

Paul Hassing

January 27, 2011 at 9:35 am

Thank you, Leah. I appreciate your solidarity.

I can’t believe they torpedo a $438 product for the sake of a $6 bulb!

‘For want of a nail, the kingdom was lost …’

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Author

Leah Klugt

January 27, 2011 at 9:36 am

Good customer service would’ve just given you the bloody thing! A minor expense to save their reputation and your customer experience.

Damage to their brand for sure!

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Author

Paul Hassing

January 27, 2011 at 9:40 am

Fer sure, Leah. You don’t know how badly I want to name and shame.

But I must control myself, and trust that the great karmic wheel will crush them all like stink bugs …

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Author

Leah Klugt

January 27, 2011 at 9:41 am

Good on you, high road and all that.

There is a karma bus heading there way

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Author

Paul Hassing

January 27, 2011 at 9:42 am

Yeah. With 58 other disgruntled fan owners riding on the top!

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Author

Smiffy

January 27, 2011 at 9:45 am

(Re-posted from Twitter.)

I used to try to deal locally. The fact that I now buy lots of stuff from overseas cuts a very long story short.

Into this artificial list of what the pollies call “Australian Values” needs to be inserted, near the top, “Customer Service.”

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Author

Paul Hassing

January 27, 2011 at 9:47 am

Thank you, Smiffy; I greatly appreciate you making the trip to make your excellent points.

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Author

Susan Oakes

January 27, 2011 at 10:21 am

Was all your feedback to them by email or did you see or talk to them? It is always the little things that can harm the relationships, although the late delivery with no explanation was an early warning sign.

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Author

Paul Hassing

January 27, 2011 at 10:27 am

Hi, Susan. The manufacturer rang me after my second email. It was then that he promised the replacement bulb. He also relayed a set of instructions to stop the ticking. I followed them, but to no avail.

All other communications with all parties were by email. I prefer email, because I can be crystal clear on all points.

It maddens me when the extraordinary measures I take to avoid misunderstandings and be a model customer are rewarded with indifference, incompetence and scorn.

I think I was meant to be born in Switzerland. I hear they don’t stand for ANY nonsense there!

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Author

Malcolm Owens

January 27, 2011 at 10:33 am

This is unbelievably bad.

These people do not deserve to be in business and if they continue like this probably won’t be for much longer.

We too are an Australian manufacturer but we actually take pride in our product. We manufacture the IXL Tastic in Geelong and keep many people employed as a consequence. Of course a ‘similar’ style of product is available mass imported at half the price from China so how do we compete?

Through service and warranty. For a start we have 100% testing on the line so every product is run through its paces before it leaves the factory. We have 5 engineers on site who are constantly monitoring production methods and supply of components.

We offer a ‘real’ warranty. If our cheaper competitors’ product fails it has to be returned to the supplier. That means getting the electrician back to uninstall it, package it up and send it back at the customers cost. We offer a full 5 year in home warranty. Yes the service agent comes to you at no charge. For globes we offer a 2 year replacement warranty. They fail, we replace them.

We also invest in our brand through continuous improvement and haven’t reduced the quality of our components, many of which we produce ourselves in our press shop. (We also supply Ford and Toyota with parts so are very good at this). We promote our brand as Australian made and work with our retailers to communicate it.

Despite being twice the price of the competitors we continue to enjoy a market share of 65%+. Check out our display at Bunnings, we have over 20 models to choose from.

We recently introduced a new technology version called the Tastic Neo that retails for close to $1,000 and sales exceeded all expectations. Conceived, designed and manufactured in Australia. The technology is so good we have been granted patents on it.

So if you are serious and prepared to build a quality product and support it Australian made can be a winner for everyone. We win, Australia wins and the end customer wins.

Now you can pack THAT in a container and ship it!

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Author

Paul Hassing

January 27, 2011 at 10:36 am

By Jove, Malcolm! When you speak from the heart, your words fairly sing.

Would that I had chosen your brand instead of the other crowd.

Thank you for this brilliant exposition of how to do things right!

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Author

Susan Oakes

January 27, 2011 at 10:36 am

I wonder if he gave a thought to coming out and fixing the problem for you which I think he should have done.

I find many things like your fan a person has to come and see it and then usually takes them a few minutes to fix because this would not have been the first time it happened.

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Author

Paul Hassing

January 27, 2011 at 10:37 am

I totally agree, Susan. I’m completely unco at fixing stuff. I’m almost certain this problem is due to a nuance that will take a professional four seconds to fix.

Having completely lost faith in the manufacturer, I plan to get my sparkie back to sort this out. He will doubtless charge me $85 too. This is galling, but it’s better than the alternative. I’ll call him as soon as I get over my angst at wasted time and money.

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Author

MyCarBudget

January 27, 2011 at 10:38 am

I purchased new glasses this week. Went to Specsavers and was handed glasses with black frames. Damn cheap. Two pairs for under $300 but so was the service. No advice on how they sat on my face. it was all about the price.

I ventured to OPSM. Nice brands, nice glasses and great service. Guy stayed with me for over 30 mins showing glasses and discussing how they sat on my face, which ones he liked and didn’t.

They mentioned Aust made lenses etc compared to those made in China by his competitor (frames I chose where o/seas). The price variation was significant but the brands where different.

Knowing they were local made a difference but I also hade some faith in the brand.

I chose OPSM in the end hoping that they will deliver on time and that the product will be as good as they say it is. I paid enough for it (even after health insurance kicked in their bit).

The optometrist was great, walked me through the glasses I had and what had changed since my last check 5 yrs ago. He gave me advice on the addons to choose and about sun glasses.

I walked out of the store feeling OK about spending so much money on plastic. Hopefully they deliver.

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Author

Paul Hassing

January 27, 2011 at 10:46 am

Hi there, MCB. You’re becoming quite a regular, which is fab.

I have a post in my head ready to go about Specsavers. You beat me to the punch!

My experience closely mirrored yours, so I bailed and went local too.

It was HEAPS better. I heartily recommend Sam and Peter at i-care, 204 Smith Street Collingwood. They are marvellous.

Thanks so much for adding your … insights!

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Author

MyCarBudget

January 27, 2011 at 2:31 pm

Read the post above by Malcolm and I started to think how hit and miss at can be with picking the right brand. You walk into a Bunnings store and it is very much self serve, I always struggle to find someone to ask a question of. You go to your smaller store and although they will give you credible service maybe they don’t stock the best brands.

I suppose this is where research comes into effect, where you could find out about a brand like IXL and its pricing and say yes I am happy to pay more for the qlty and the warranty. Then source the product. Relying on the retailer to tell you these things can sometimes be like visitinig the casino. Very hit and miss.

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Author

Paul Hassing

January 27, 2011 at 2:34 pm

You must be reading my mind, MCB!

I was just wondering this morning whether I should ask my Twitter followers if they know a good-old hardware store that doesn’t sell Christmas-cracker tools that fall to bits in your hands at first use.

Please keep your thoughts coming; they’re actually rather better than mine!

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Author

Graham Dean

January 28, 2011 at 10:35 am

Doesn’t your comment no 18 undermine this whole conversation a little?
My limited experience (I’m an accountant not a tradie) is that even in the “good ol hardware store” you waste more time than the product is worth just trying to FIND an item that will hold together after two or three uses. My limited experience (I have actually nailed & screwed a few bits of wood together successfully over the last 40 years or so)tells me that the reason for this is that most of the products in the hardware shops (even the “good ol”‘s) is cheap IMPORTED crap that won’t hold together because of the cheapness of the design of the product – to a manufacturing budget instead of a design to fit the use.
In the seventies I had a client who was importing cheap tools made from Taiwan – the then “cheap everything” country. The tools looked like the major high quality brands (chrome plated steel), but they were less than half the price in the retailers (and the importer still made a very healthy profit) – the quality of the steel was so bad that a decent push on the spanner meant that the jaws would open and slip off the nut, the phillips heads would wear down after a few hard uses etc etc. But he sold heaps in a market that was then still built on quality – why? – they were cheap and still looked good on the retail shelf. 40 years on the whole hardware retail industry (after gobbling each other up) subscribe to the same philosophy – they’ve replaced a quality image with a perceived quality image and simply sell the cheapest items – en mass. They are successful because the poor old customer hasn’t got the technical knowledge to know the difference in quality when he’s buying it. I’d go so far as to say the average customer – x & y gens – don’t even REMEMBER when they used to be able to get quality items and actually distinguish the high quality items from the the bulk of the crap on the shelves.
I have direct connection with people in a major “Ex” manufacture of BBQ’s – fifteen years ago used to successfully make & distribute thoughout Australia – in excess of 100 people on the production line – the whole thing – high quality products – good reputaion.
Now they don’t manufacture at all – they supply the major retail chains – bulk deliveries from China direct to the Retailers logistic centres – same product except that in the manufacturing process the steel quality is less and, of all things, the cooking plate thickness is close to HALF what it used to be and with bad quality tolerances- made to a budget – not to the prospective use.
Sure enough when then customer puts the heat on his Sunday afternoon barby the plate gets too hot, buckles & falls into the centre of the housing.
The retailer has a simple replacement policy to the customer and charge back to the supplier. The supplier does not get a choice – he can come and get the faulty one if he wants or the retailer will simply dump it. There is NO attempt to ascertain the quality reason, repair or otherwise. – simply “give ‘em another one and let’s get on the the next customer”. They could be giving the customer another faulty one – then the whole thing happens again etc etc – the retailers JUST DON’T CARE! These are the organisations that we’ve been brought up and educated to trust??

All Credit to IXL Tastic for maintaining such a high quality standard – and yes I’ll seek them out next time I have need for a ceiling fan – but they must be pushing the proverbial marketing sh** up hill to promote a quality product in a market where the retail industry in fact doesn’t want a quality product.

Good luck in your seach for a Christmas Cracker tool.

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Author

Paul Hassing

January 28, 2011 at 11:14 am

Thank you very much, Graham, for your extremely generous comment. I feel your pain. I also feel all the pain I ever felt with all the crap products you just described! Man, talk about a trip down memory lane! I hope you come back to us soon. Best regards, P.

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Author

Paul Hassing

February 1, 2011 at 5:44 am

Awake since 3.30 am. Again. cursing everyone involved with this wretched clicking fan. I have had enough. Just sent:

‘I’m disappointed not to have heard back from any of you.

I’ve followed all your advice, BOSS, to no avail.

Still no unbroken replacement globe from you, MANUFACTURER.

And not a peep from you, RETAILER.

I guess you’re all pretty sure this whole episode is my fault.

It’ll be interesting to see if you’re right.

I’ve been discussing this matter with my business associates.

One has suggested I contact Consumer Affairs Victoria, to see if they think I’ve had a fair shake.

After yet another broken night’s sleep, this seems like a very good idea.

I’d like to offer you a last chance to fix my fan without (threat of) cost to me.

If the answer is no, or I don’t hear back within 48 hours, I shall seek justice elsewhere.

P.’

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Author

Paul Hassing

February 1, 2011 at 11:36 am

From the BOSS:

‘Paul,

It’s very simple:

If we dispatch an electrician to your house and the issue is not covered by warranty then the electrician will charge you their standard call out fee. If it turns out to be problem covered under warranty then they charge us.

Upon agreement of these terms we will organise someone to attend. If you wish to carry the matter to Fair Trading Victoria then please have them contact me expeditiously.

Regards
the BOSS’

The gauntlet, she is well-and-truly thrown.

Shall we put it to a vote?

All those in favour of me taking this further say ‘AYE!’

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Author

Bella Katz

February 6, 2011 at 11:24 am

Paul, I just squirm even reading stories like this. I’ve had so many negative experiences recently with customer service, product quality, etc and unfortunately it’s irrespective of brand, price paid or country of manufacture. I mean, you used to be able to pay a premium and get premium product. Now you pay a premium for no apparent reason or feature. I feel full responsibility as a marketer, to work with clients who stand behind their products and services, and not use hyperbole when it’s not deserved. Short term success built on quick wins, does not a good strategy make.

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Author

Paul Hassing

February 6, 2011 at 3:16 pm

Hi, Bella. It’s great to see you in our forum! I appreciate your solidarity and would LOVE to hear about any clients you have that treat people the way they ought to be treated. Best regards, P.

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Author

Mike Boyle "the Sales Cat"

February 8, 2011 at 10:25 am

Is customer service getting worse here? This is retail Australia 2011, maybe?

What is wrong with organisations in Australia? Are we just lazy? Are we so laid back that we don’t care? are we, sorry to offend, just plain stupid?

As i read above and reflect on all the bad stories of customer service i here i wonder? Why?

When it seems so logical and clear, “get customer service to exceptional levels” and people will become loyal, raving fans and pay more why do we treat it as the lowest possible priority in business.

Take one Australian favourite as an example, MYER.

This, big, smart, long standing brand has got it so wrong!

MYER model today for customers:

YOU come to us in big shopping jungles
YOU wade thru Dimmeys style old racks, shelves or just piles of stuff
YOU work out what suits you, feels good and fits (no help)
YOU walk around our layout to find a check out station
YOU wait in big line with other frustrated customers
YOU say hello (because they just grunt)
YOU eventually leave because you cannot stand it anymore!

What! Are the executives at MYER doing a Charlie Sheen?

My mother commented yesterday:

“i use to go to Myer at Highpoint. I got to know a Margie in the womens clothing. She always said hello, helped me, up sold, carried the goods to check out and all with a smile.”

With a sad look she then said ” I use to go to Myers.”

Wake up Australia customer service is not Rocket Science it is about Leadership, Attitude, passion for the game, good process, fun and strong values. None of these things appear on a balance sheet but all of them are in our control.

Angry Sales Cat (still waiting for a reply from Qantas CEO Alan Joyce)

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Author

Paul Hassing

February 8, 2011 at 10:32 am

Dear Mike, I love comments that rival the post that triggered them! Thank you for another generous outpouring.

Even as a young child, I can recall the excellent service my mum used to receive on the rare occasions she went clothes shopping.

I don’t think I’ve seen it since!

I share your view that something is fundamentally wrong. Will it take a disaster the size of climate change to wipe non-performing businesses off the planet, thus clearing the way for a new breed? Maybe it will.

We’re mad as hell, and we’re not going to take it any more!

PS. I have been turned into a ‘raving fan’ of this local manufacturer. But not the kind of ‘raving’ they’d prefer!

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Author

Paul Hassing

February 17, 2011 at 10:41 am

Ye gods! Now the damn remote is playing up. Tried to turn the fan off at 3 am and the 100 Watt light came on (and stayed on), waking my wife.

I’m sure the next thing I hear from the manufacturer will be that remote batteries are also expected to fail in the first two minutes. Go for it, China; Australia is ripe for your exports.

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Author

Paul Hassing

February 25, 2011 at 1:41 pm

Despite thinking it grossly unfair, I actually decided to play ball with the boss. I wrote:

‘OK, Boss; let’s do it your way.
The remote began malfunctioning last night, so a visit is definitely in order.
Please organise someone to attend.
Regards,
P.’

One week later; not a sausage.

And so I’ve written to all parties:

Well, team; that wasn’t very effective, was it?
Consumer Affairs it is, then.
Stand by for action!

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