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I’ve seen some comments on another thread about Qualtex’s new email-only customer service. In principle, this shouldn’t be a problem, I thought.
So having returned a wrongly-supplied part nearly 2 months ago with no result, and tracking to prove delivery, I thought I’d email customer service. An auto reply promising an agent would get in touch within 24 hours sounded positive. But a week later – no response.
Is this typical of Qualtex’s customer service now? What do others advise? Wait another week? Write to their registered address? Any insight would be most welcome.
It seems to be the norm now, the quickest response that i have had to the simplest of a queries (have you shipped my parcel and when?) took 3 working days by which time it had arived (5 days late), the only quicker response was from my account manager when I asked if they were going to reopen after the pandemic when she told me that they wouldn’t be suppling me any more.
Its a pity as they used to be my first port of call for parts and their customer service and technical teams were great but now I can no longer count them as a supplier because I don’t spend enough with them and they can’t be bothered to talk to you.Jem
what they are trying to do is take the cream
what they forget is all firms start small and grow so if you ignor the minows you will lose the whalesif you rang up as a prospective new customer what can you say. How do you know how much turnover your going to do. Its down to how much business you do along with their stock levels, which at the moment are not as good as they could be. They are losing out on business from me purely due to zero stock levels and their policy of p&p on all special orders. Means its cheaper to order of manufacturers website, something i did twice last week. previously they would hold till you put an order in which was normally within the week
DaveI noticed their last annual report refers to a shift in business model towards higher margin products and markets. Maybe this signals a return to their roots as pattern parts distributors, but predominantly through retail rather than trade channels.
what they forget is its like a supermarket. They rely on you going in for the essentials and therfore price them to attract but once your there you more likley to but everthing else. most of the time because you know your paying £8 for carriage which means if you order from somewhere else you would have to pay it again
As for pattern parts, gone are the days when pattern parts were a good alternative. Most of the time i will fit Gen as i know its unlikely to need a recall
Dave
I haven’t used them for years because they sent out a used part and wouldn’t refund me and they closed my account as my spend wasn’t high enough
stratfordgirl wrote:I’ve seen some comments on another thread about Qualtex’s new email-only customer service. In principle, this shouldn’t be a problem, I thought.
So having returned a wrongly-supplied part nearly 2 months ago with no result, and tracking to prove delivery, I thought I’d email customer service. An auto reply promising an agent would get in touch within 24 hours sounded positive. But a week later – no response.
Is this typical of Qualtex’s customer service now? What do others advise? Wait another week? Write to their registered address? Any insight would be most welcome.
Hi There, I’m Sorry you haven’t received a response from our customer service team, could you please advise your account number or the invoice number this relates to so I can look into this and get resolved for you as quickly as possible. You can private message on here if you do not wish for all to see your account number/information. Kind Regards, David. Qualtex
I’m happy to report that within a few minutes of my message to DavidQ, the issue was resolved. 🙂
This is good news, as for me, Qualtex’s pricing has been competitive on many items and next day deliveries reliable.
stratfordgirl wrote:I’m happy to report that within a few minutes of my message to DavidQ, the issue was resolved. 🙂
This is good news, as for me, Qualtex’s pricing has been competitive on many items and next day deliveries reliable.
Thats Brilliant and I agree I like Qualtex but maybe DavidQ can answer why is qualtex going in this direction
we have
the lack of phone contact numbers. I really miss talking to the tech team as I built up quite a repour with Lesley and Richard, both sadly no longer there. I do hope they are both well. Qualtex is the only supplier you cannot ring and Aswo uses a freephone numberThis latest one where there is a minimum annual spend. Does this mean if I fall below it I will get cut off ?. Other members have reported being refused access again after Qualtex became the only supplier to completely close at the start of the pandemic
Dave
electrofix wrote:
Thats Brilliant and I agree I like Qualtex but maybe DavidQ can answer why is qualtex going in this direction
we have
the lack of phone contact numbers. I really miss talking to the tech team as I built up quite a repour with Lesley and Richard, both sadly no longer there. I do hope they are both well. Qualtex is the only supplier you cannot ring and Aswo uses a freephone numberThis latest one where there is a minimum annual spend. Does this mean if I fall below it I will get cut off ?. Other members have reported being refused access again after Qualtex became the only supplier to completely close at the start of the pandemic
Dave
Hi Dave,
I appreciate you have some concerns and I hope I can resolve these with you in this post.
Qualtex began the process of removing phone lines and moving to email to help keep a digital trail for full traceability so if a problem arises with any information given we can go back and find out what information has been given. for example if we have given the wrong information to you and you come back to us and advise you’ve got the wrong part in your order because of the information given we
can go back and see who and where the information came from and amend our records and find the correct information to resolve the issue.Unfortunately I cannot comment on previous staff members however the people now behind the tech emails are actually from our Ireland branch and they have a lot of knowledge within their team.
In regards to our spend criteria to have a trade account, Qualtex do require a minimum of £3K a year which is roughly £60 a week. Qualtex review the status of accounts quarterly and if you fall under the £3K threshold our sales team will work with you to hopefully grow your business enabling you to comfortably meet this requirement.
Qualtex’s directors decided at the beginning of the pandemic to protect the health of our employees, the NHS and to comply with the Prime Ministers instructions we would close our doors.
I hope this helps clear up some things for you.
Anyone not received their orders? Placed last week and I am still waiting,Qualtex say it’s a new system that’s holding up orders…simply not good enough!!
I recently waited a week for an order to arrive.
When I chased it, the new system was blamed. They could see that it was awaiting dispatch and that they would try to get it sent as soon as possible!I placed a small order at the weekend and it arrived by Royal Mail Tracked 24 on Tuesday, so all good for me.
Ive had similar, a couple of weeks ago. Ordered it on the Wednesday morning. Noticed it hadn’t been posted. I gave them the benefit of the doubt and waited a day. Noticed Thursday it still hadn’t been dispatched. I got in touch with them on Friday, to be told it was because of a new system and they didn’t know when it would be delivered. I got it Tuesday morning. Nearly a week later and not so very happy customers at my end.
I just cant trust them with parts for customer. I will probably still use them for stock items, just not urgent parts.
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