[DavidQ]

[USER=”56″]grooster[/USER] This was a decision made by management and I am unable to comment on this matter any further.

[DavidQ]

[USER=”56″]grooster[/USER]

We apologise this has happened, I believe Steve has contacted you this morning to discuss and explain.

if you would like to discuss anything else further or you haven’t had a response you can contact Steve or alternatively you can send myself a message on here.

For general information on yesterdays issue, some workers cut through our fibre lines at about 11am, An engineer was sent out on high priority and they finally fixed the lines around 16:00.

Kind Regards,

David. Qualtex.

[DavidQ]

Simon46 wrote:Having fitted 7 of these and 6 have resulted in no spin. blown armatures and module and burning smells on wash.
Carbon holders plastic is not heat resistant and melts around brush jamming carbon In after 2 washes.
Similar to some white hotpoint carbon brushes of old.
If needs be I recommend fitting customers old plastic casing around new insert.
Hope it saves you guys a lot of bother!
Regards
Simon

Hi Simon, My name is David and I work for Qualtex, upon reading your post I have passed the information on to our purchasing team and they would like to do a full investigation. I have sent you a private message with more details.

[DavidQ]

grooster wrote:
DavidQ – Could you please inform me when the system will be back up and running at full pace because I cant trust ordering another parcel from you and it taking a week to arrive. I’m only using Qualtex to replenish van stock and not for customer orders.

Good morning, I’ve been in contact with our sales manager who has been in the warehouse for the last few months helping out and we can confirm the situation is improving and we expect to be back on track in the next few weeks.

I would also like to take the time to inform you that we are also still operating with restrictions as COVID is still infecting a lot of people in the area of our distribution centre, We are doing all we can to operate safely for everyone’s benefit as we don’t want our distribution centre to have a mass issue with staff self-isolating.

I hope this helps.

[DavidQ]

electrofix wrote:Qualtex is working for me although some orders take some time.

I am glad David is watching this post as some feedback as to the problems is key to keeping customers happy.
They seemed to have got rid of some key staff so we are left with email contact to find what’s going on. In 4 days I will need to know how much I owe for last month. I have invoices missing, no access to an accurate statement online to know what’s missing which means i will have to email accounts and get them to email the lot. if everyone has to do this it could take them days

Was also told last week that they have cancelled and are not accepting special orders something it would have been nice to know in advance.

the alternative to Qualtex is connect, a place where its cheaper to buy off ebay or the maunfacturers own site 50{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of the time. They seemed to have mopped up some of the staff from Qualtex

Dave

Morning Dave, I have asked our accounts team to look into this for you, you may not hear anything until tomorrow afternoon.
In regards to special orders, if you could send me a message with some examples and who has advised you of this so I can look into this further and provide you with the correct information.

[DavidQ]

stratfordgirl wrote:Thanks Dave. For me Qualtex orders are still working OK. My order from midday arrived by Royal Mail Tracked 24 on Saturday, so not too bad, but again no paperwork in the box. Luckily, invoices are available on my account. Maybe they will get round to providing email addresses to Royal Mail when they book the collection so we get some idea of when to expect the delivery.

Morning, I’m sorry you haven’t been receiving the delivery information, I have made a change on your account which will hopefully amend this. In regards to delivery notes not being with your delivery this has now also changed and should be emailed to you as soon as your order has been despatched from us, this is due to our new system being digital and paperless. The change I have made should correct both of these problems for you. if you do not receive either of these please contact either our customer service or accounts team and they will be able to look further into this.

[DavidQ]

Hi All,

We understand that getting your orders is a priority. We have implemented a new internal system from one which we have used for the last 14 years and unfortunately in the first few weeks it slowed our warehouse team down.

We are working tirelessly and the situation has improved significantly, We are expected to be back on track shortly.

We are also still operating with restrictions as COVID is still infecting a lot of people in the area of our HQ, We are doing all we can to operate safely for everyone’s benefit as we don’t want our distribution centre to have a mass issue with staff self-isolating.

We apologise for any inconvenience, if you do have any further problems please email our customer services team. If you do not receive a reply within the stated time please send me a message on here and I will help you as much as I can.

Kind Regards, David
Qualtex.

[DavidQ]

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 number

This 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.

[DavidQ]

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

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