LankyDoodle
Well-Known Member
Grrrrrrr!
So we are about to move yards and Tylyne have gone belly up so can't come and change the mats over. We have 2 10x10ish stables with mats down, but we need more mats to put with them because new stables are bigger; we also have wall mats to be fitted.
I found Quattro, who seem fab, and called them about 10 days ago to get a quote for new mats and refitting etc. I also wanted a date for doing this... you know, as you do! He told me it would be 6 weeks as they are busy, which I accepted because that's normal. His boss was there and said 'oh X (an old fitter) is down that way and he's wanting some more work, he can do week beginning 22nd', which the guy I was speaking to then passed onto me. 'Great' thinks I, we can move sooner than expected (we are trying to get away from nasty builder man). The guy said he couldn't give an exact date until he spoke to the chap concerned and would get back to me in a couple of days.
Well, a couple of days came and went. After about 6 days I decided to just call them to see how it was going, when we are likely to get the mats fitted. Don't mind when, but I do need to let new yard know so that they can keep the stables dry. I spoke to a woman and 'sorry, X is out of the office today and Y has got flu, can I help?'. I explained to her and she said 'oh you're best off phoning tomorrow as Y will be in then'. So I phoned back the next day and it was 'oh sorry, X is out again today and Y is on the phone, can I get Y to phone you back?'... just as I was about to say 'yes', she said 'actually, it's best if X phones you because it was him you spoke to about it' (not really - I exchanged emails and calls with both of them!). So I felt my blood pressure starting to rise when she said 'X will be back in the office in a couple of hours, I'll get him to ring you back', and she took my details. Do you think he called me? Hmmm! So I phoned back about 20 minutes ago and got the same girl who said 'oooooh sorry, they're both out on site today'. I think I managed to contain myself quite well because although I think I got a bit shirty for me I only said 'well when will they be back and actually available to talk to me because this is getting quite urgent blablabla', so now she's phoning them on their mobiles! Not sure what good it will do but it's nice of her anyway.
I am usually good at holding in my temper, and I don't think I lost it, but they said they'd call me in a couple of days and didn't, so I called them after 5 or 6 days, and everytime I phone them no one suitable is available! Maybe my expectations are too high, but my new YO needs to know a date so she can clear the stables and get them dry, and also so we know when we can move G and let our current YP know the exact date! Not very good Customer Service, because all it would have taken was them sticking to their promise of calling me back or at least just dropping an email to say they weren't sure of dates yet.
I may be being unreasonable, but I really don't feel that I am. This whole moving yards thing is horrendous and heart-breaking enough, without all this stress.
Having said all of that, they are a very friendly company and their fitting service, IMO, is second to none.
So we are about to move yards and Tylyne have gone belly up so can't come and change the mats over. We have 2 10x10ish stables with mats down, but we need more mats to put with them because new stables are bigger; we also have wall mats to be fitted.
I found Quattro, who seem fab, and called them about 10 days ago to get a quote for new mats and refitting etc. I also wanted a date for doing this... you know, as you do! He told me it would be 6 weeks as they are busy, which I accepted because that's normal. His boss was there and said 'oh X (an old fitter) is down that way and he's wanting some more work, he can do week beginning 22nd', which the guy I was speaking to then passed onto me. 'Great' thinks I, we can move sooner than expected (we are trying to get away from nasty builder man). The guy said he couldn't give an exact date until he spoke to the chap concerned and would get back to me in a couple of days.
Well, a couple of days came and went. After about 6 days I decided to just call them to see how it was going, when we are likely to get the mats fitted. Don't mind when, but I do need to let new yard know so that they can keep the stables dry. I spoke to a woman and 'sorry, X is out of the office today and Y has got flu, can I help?'. I explained to her and she said 'oh you're best off phoning tomorrow as Y will be in then'. So I phoned back the next day and it was 'oh sorry, X is out again today and Y is on the phone, can I get Y to phone you back?'... just as I was about to say 'yes', she said 'actually, it's best if X phones you because it was him you spoke to about it' (not really - I exchanged emails and calls with both of them!). So I felt my blood pressure starting to rise when she said 'X will be back in the office in a couple of hours, I'll get him to ring you back', and she took my details. Do you think he called me? Hmmm! So I phoned back about 20 minutes ago and got the same girl who said 'oooooh sorry, they're both out on site today'. I think I managed to contain myself quite well because although I think I got a bit shirty for me I only said 'well when will they be back and actually available to talk to me because this is getting quite urgent blablabla', so now she's phoning them on their mobiles! Not sure what good it will do but it's nice of her anyway.
I am usually good at holding in my temper, and I don't think I lost it, but they said they'd call me in a couple of days and didn't, so I called them after 5 or 6 days, and everytime I phone them no one suitable is available! Maybe my expectations are too high, but my new YO needs to know a date so she can clear the stables and get them dry, and also so we know when we can move G and let our current YP know the exact date! Not very good Customer Service, because all it would have taken was them sticking to their promise of calling me back or at least just dropping an email to say they weren't sure of dates yet.
I may be being unreasonable, but I really don't feel that I am. This whole moving yards thing is horrendous and heart-breaking enough, without all this stress.
Having said all of that, they are a very friendly company and their fitting service, IMO, is second to none.