Qualtex on line ordering?

[boselecta]

Re: Qualtex on line ordering?

Since this new system has come on line have had loads of trouble last few weeks, orders not arriving for my delivery, lost orders and all invoices with postage paid on free delivery.
Appreciate the girls in the office are trying their best but I am now moving all ordering to masterpart until this is sorted out, cant upset any more customers.
Will give Qualtex another go in a few months.

[parker]

let me have your account number and we will get you sorted quickly.. thanks

[hotpnt]

Re: Qualtex on line ordering?

I have now given up with Qualtex for ordering, the new system is the worst ive ever seen/used for searching,
With the old I could look up prices in customers houses, now have to be online!
The search is really poor, 2 examples,
1- i need hinges for a 4040DB Roseries cooker, old system, put model in 457 parts found, new system, only 15 parts, no hinges listed!

2- Zanussi FJ12100 motor needed, old system 183 parts found, new system 20 parts & no motor listed!!!

now eventually after much time wasting i found the zanussi part number & put it into the new system, however, old site price £62.20, new site price is £106!!!, crazy prices!!!

The new site seems like it’s trying to be Argos or similar for the public to use

[waters]

Re: Qualtex on line ordering?

Also i have moved to masterpart.I bought all spares from Qualtex the last year and no one has even been in touch about prices or why the orders have suddenly stopped.
Shame because when i moved to them they sorted some good deals out.

[eastlmark]

Re: Qualtex on line ordering?

parker wrote:Hi this is Philip Hulme MD of Qualtex. I have read all the posts and there are a few things that the trade should be aware of. Eurorealm who wrote stocklink and spareslink started to overcharge dramatically. Each new report we needed or fault fixing cost us £500 . They had a go at designing a new web site to work alongside spareslink but it was a disaster.if you searched fan oven element it found DC07 stair tools. The final straw was they increased our anual maintenance from £8000 to £40000 and the relationship fell apart. Also it was very difficult to keep spareslink up to date with pictures and data. The trade customers requested a web system and that is what we have done but unfortunatly we could not run the two together. We are working very hard behind the scenes to get the pricing correct and IT issues sorted and we are getting there. Remember we have the call centre open from 08.30 until 19.00 everyday on 01795 592570 if anyone has major problems please call Angela Hughes on ext 213. Our call centre is not a premium rate number.Or info@qualtexuk.com

Thanks for the response, Philip. Good to know you keep an eye out on here and just as well!
You say “the trade” asked for a web based system. Well we are “the trade” on here and not sure many of us requested it (or was even asked). They are all well and good for those sitting in an office or shop but for those out on the road and without connectivity it is useless and IMO a backwards step.
I also think the new sight is designed for public occasional use rather than trade full time use. Many of us started using you when parts centre went web based and I cannot believe you would have done the same. (must admit though, yours is no way as bad as theirs was, they may have improved it since but I gave up on it long ago).
We also had an issue with the implementing of the new site. No letters or anything informing us. First I knew was our rep asking for a new password for the new site (what new site I asked? ” the one starting Monday” was the reply.) Mind you it had to be set up again come the day as that password got lost somewhere your end and as for that Log in programme!!
Need to see some improvements and quick.

Maybe Eurorealm know they had a good product designed for this trade and maybe further negotialation should have been the priority, unless, of course, your future intentions is with dealing direct with the public?

[waters]

Re: Qualtex on line ordering?

Well £8000 to 40,000 is not alot if they end up with 10 lost customers spending 5000-10,000 pa

[21rich33]

Re: Qualtex on line ordering?

Well there’s only so much we can take

I’ve had the rep here today and given him my views on this bloody shambles.

I’ve been in the trade for over 25years (18 yrs as self employed) and Qualtex have always been my preferred supplier, but just recently I’ve been pushed to the limit.

Example

I’ve been waiting for Hoover J Pulleys for nearly 4 weeks. My Qualtex depot (I’m trying not to name it) have said they been out of stock. Anyway after a moan and a groan they find them at Denton, and guess what they been in stock all the time!!!
Now come on what the hell is that all about.
Even now if I put the part number in, it shows them as out of stock, yet they still got loads at Denton.

Also what Hotpnt said above is exactly true.

I wanted a Nextra door boot, so put the model number in the search, and after trawling through 10 pages, its not listed.
But after phoning around and getting the part no and put that in the search it comes up and in stock!!!!

I’m not having ago at my Rep (he does a top job) and he probably knows who I am, But seeing as Phillip Hulme is reading the posts, He needs to get these problems sorted out, and sorted quick, Its hard enough at the moment running a business without spending hours on the phone and website trying to sort out Qualtex’s bloody problems.

Regards From a very disgruntled customer

Richard

[parker]

all points taken on board and there will be a post on Monday when I have asked some questions. The new system will allow supply from any branch so there should be no reason you wait for parts. Richard I will talk to Mark on Monday. I know the pricing is being sorted and missing data loaded up. This will not take long. I can state we are not going direct to he public ,only as we always have through the trade.I need to know your suggestions so we make it right. It may take a little time. Thanks Phil

[parker]

Re: Qualtex on line ordering?

waters wrote:Well £8000 to 40,000 is not alot if they end up with 10 lost customers spending 5000-10,000 pa

This was the minimum! I also had bad reports from the sales team and in the call centre. They left us no choice we had to move. We all liked spareslink but we will make the web better over time. Please until you feel happy let he call centre look the parts up and put the orders through.
The stocks are good at the moment and all orders are going out on time.
Thanks Phil

[parker]

Re: Qualtex on line ordering?

21rich33 wrote:I’ve been in the trade for over 25years (18 yrs as self employed) and Qualtex have always been my preferred supplier, but just recently I’ve been pushed to the limit.

Hi Richard. I will give you a call on Monday after I speak to Mark.

Thanks
Phil

[jeremy]

Re: Qualtex on line ordering?

im still using spareslink to look up the parts then putting them into the website. Any price differences i call up sittingbourne or my rep which tbh is wasting my time as the prices should be no different. I have found that where i could send an email using spares link and get a speedy reply i have now given up on using this system on the website as it takes days to get a response.

The fact there is not a order history rather just a number to quote now is a backwards step. The fact you cant paste a part number gathered from a cd etc is really annoying and easily remedied.

I spoke to one of the call centre ladies in sittingbourne on thursday (she will be nameless) who asked me how i was getting on with the site, my reply, ‘dont ask’ her reply, ‘yeah i know’.

Spareslink was a good system ok things move on and change but there is no excuse for going backwards, if it aint broke dont fix it.

On another note . my backorder list has never been so big as it is atm, stuff that is normally stock items arent available and havent been for weeks.

Hopefully they will listen to us and make some changes, but why on earth didnt they just mimick what spareslink did/does is strange as it works(d) !

[21rich33]

Re: Qualtex on line ordering?

Phil (Parker)

Thanks for replying.

Mark has changed things around for me, as he will explain I’m sure on Monday.

What needs immediate attention is the web ordering system, as that’s the hub of the problems.

Another thing I found that I couldn’t do with the new site is to clear my Backorders. We had to phone Qualtex and they cleared it for me ????

As I said in the previous post, don’t have a go at Mark coz he is the hinge pin in your operations. If it wasn’t for him and his swift actions at sorting out problems etc things would be a lot worst.

Kind Regards

Richard

[electrofix]

Re: Qualtex on line ordering?

what some of you dont realise is the problem Qualtex have had.

Put yourself in their position you have a software supplier that is ramping prices out of all proportion knowing that you have no option but to pay up. also this supplier who is in control of your complete ordering system could pull the plug at a moments notice leaving your complete company high and dry. so to combat this the web server was developed in secret and it is hard to debug software when you can only test it betwwen the development team. if things where working properly you would start say 10 people using the system to iron out the problems before a complete roll out

as for the search it is slighly different but if you put in more information it gets better

ie put in wm63 you get 5 pages of 50 items
put in wm63 timer you get 5 items

you just need to be more specific the main problem is the database which is full of holes at the moment but these are being plugged on an houly basis and should get better over time

Dave

[boselecta]

i think most people do appreciate the problems they have had and its certainly not the office staff fault that this situation has come about but unfortunatly customers have to come first and not receiving parts / loosing orders etc is unexeptable. I personally will give them another go in a few months when its all sorted.

[parker]

boselecta wrote:i think most people do appreciate the problems they have had and its certainly not the office staff fault that this situation has come about but unfortunatly customers have to come first and not receiving parts / loosing orders etc is unexeptable. I personally will give them another go in a few months when its all sorted.

its a shame you feel this way as the web is better everyday. we have over 300 parcels going out each day and even if you dont feel happy with the web as it is at the moment if we call you for the order there is no problem with the process and shipment side. As soon as the web is perfect we will be in touch.

[Author]

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