OK, So here's the story.

on the 13th of March i ordered a rear diffuser for my car and on the 18th or March i ordered an engine mount also...

on the 21st of March i received an email from Danny saying "How you got a contact number some of your parts are ready"

on the 5th of April i had a call from Danny and payment of £325 was taken.

i called on the 29th of April and was told that the he was waiting for the diffuser and that the engine mount was done, so i asked him to send me the engine mount as my car had been in pieces for the last 2 months with me not being able to do any work on it which Danny said he would do... low and behold 9 days later i called again after nothing had arrived, Danny told me that they had to weld up a whole chassis so that they could make the engine mount (Now i don't know what company would sell an engine mount for £150 when every time they need to make one they have to weld up a whole chassis, it just doesn't add up) At this point he said that everything was done and he also had the diffused and that he would send it out.

And now....... 10 days later..... NOTHING!

so basically for almost the last 2.5 months i've had my car in pieces when it could of been finished by now and ready for some track days.



I'm glad i havent bought a whole chassis of them put it this way! it would probably take 9 months for them to deliver, so if anyone is in 2 minds about going for an MK or another make kit car, i would stay away from MK for this reason alone. All i have been told is lies, and that is my main reason for typing this message. Fine, if somebody is busy, and they say they are busy and tell me it will take 6 or 8 weeks for delivery i have no problem with that at all, but to tell me 3 times that my stuff is ready and that it will be sent out is what really p*sses me off.

Cheers,

Bri

seems to be many many many posts identical to this in the last 12 months or so!

I did read the odd older post but thought that was a thing of the past and gave them the benefit of the doubt.

Its a sad state of customer service, that they have sat on your cash for 6 weeks and you have nothing! Even if you recovered you're money, its still all the lost time. I feel for you, I really do. Nothing worse than waiting for a part to finish a job.

This happens a lot at work as well. People making promises to get business, then can't deliver. I have the luxury though of ringing up and cancelling, as its all on account, so no money lost. We nearly always pay more at work, to deal with reliable honest people, than pay cheap and screw over a huge contract with my customers.

[Edited on 18/5/13 by deezee]

Hmmm , worrying .... Mnr is sounding better by the day! Hope you get it sorted soon fella.

I had great service from MK over the past 6 months...

Thanks Danny if you ready this..

Also had great service recently with a wheel swap and a little work on the cycle wings cheers Danny

Where do you live?

Is it possible to go and collect?

Hi

The engine cradle went out on Wednesday afternoon.
The diffuser came in from our supplier at stoneleigh show but I have returned them because of the poor condition.

If I was to send you the diffuser you would just moan about it.

I'm sorry about the time scale but we had to make a complete chassis just to make your engine cradle for the old Indy as this is something we don't make often.

Thanks

So.....

If the quoted info is correct wouldn't it have been an idea to make contact with the customer and tell him what is happening !!! or is it just me that thinks that would have been too much like common sense and a lot less ball ache for your company having yet another disgruntled customer resorting too airing his/her issue on a public forum ?

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Originally posted by danny keenan
Hi

The engine cradle went out on Wednesday afternoon.
The diffuser came in from our supplier at stoneleigh show but I have returned them because of the poor condition.

If I was to send you the diffuser you would just moan about it.

I'm sorry about the time scale but we had to make a complete chassis just to make your engine cradle for the old Indy as this is something we don't make often.

Thanks

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the trouble is:-

trying to please everyone all the time is Impossible and you'll die trying..

The trick with customer service is to keep them updated, even with bad news if this is the case, I'm sure the profit MK make on these parts is small but the cost in bad press is high.

I've never had any issues with MK, I too would be sad if things are not working after staying in the car building game for so long when many have folded.

Look on the bright side, at least you didn't order a T-Shirt from this site.....you'd still be waiting over 6 months on for a reply....

Updates via email/text/phone is not trying to please everyone, its basic service.
Theres a statistic or similar - if you get a good service, you tell 4 friends. If you get a bad one, you tell everyone.
Customer service!

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Originally posted by doobrychat
the trouble is:-

trying to please everyone all the time is Impossible and you'll die trying..

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It's really hard What to think ....members of my local club can't praise mk enough ???

A customer who phones up to order stuff is the easiest sale in the world. They are coming to you. If you cheese those customers off then you have no chance with the customers who are undecided about your product. Customer service is paramount and actually quite easy. Just treat them how you would like to be treated.

To the original poster. Threads like this can ruin businesses and put people out of work, think carefully before posting such things.

Rubbish. He's sharing his own experience not somebody elses.

To the original poster. Threads like this can ruin businesses and put people out of work, think carefully before posting such things.

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Originally posted by maccmike
Rubbish. He's sharing his own experience not somebody elses.

To the original poster. Threads like this can ruin businesses and put people out of work, think carefully before posting such things.

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quote:

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Originally posted by irony

To the original poster. Threads like this can ruin businesses and put people out of work, think carefully before posting such things.

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A lot to be said to be able to cut a bit of steel and weld it together yourself. Would save all this grief. Same applies for being able to lay up a bit of fibreglass etc.

ATB

Simon

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Originally posted by Irony

quote:

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Originally posted by maccmike
Rubbish. He's sharing his own experience not somebody elses.

To the original poster. Threads like this can ruin businesses and put people out of work, think carefully before posting such things.

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This is a public forum for public opinions, nobody should be lambasted for sharing their opinions /experiences.

With the few bits I've had from Mk I haven't had any issues, but there are too many cases of people complaining for this to be a one - off. I think the major issue is communication, if somethings gonna be late tell them. I've had stuff delayed even from andy bates but he kept me informed and explained why so there was no problem. Today with mobiles, email, Facebook, forums, u2u etc there is really no excuse to not communicate any issues to a customer.

quote:

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Originally posted by sdh2903
This is a public forum for public opinions, nobody should be lambasted for sharing their opinions /experiences.

With the few bits I've had from Mk I haven't had any issues, but there are too many cases of people complaining for this to be a one - off. I think the major issue is communication, if somethings gonna be late tell them. I've had stuff delayed even from andy bates but he kept me informed and explained why so there was no problem. Today with mobiles, email, Facebook, forums, u2u etc there is really no excuse to not communicate any issues to a customer.

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quote:

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Originally posted by Irony
A customer who phones up to order stuff is the easiest sale in the world. They are coming to you. If you cheese those customers off then you have no chance with the customers who are undecided about your product. Customer service is paramount and actually quite easy. Just treat them how you would like to be treated.

To the original poster. Threads like this can ruin businesses and put people out of work, think carefully before posting such things.

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In my business we have to be very careful with social networking and online situations that could give us negative responses to future customers and clients. We have a 'social networking' policy for all staff and a 'bad publicity' action plan just incase.


In any case the easiest way is to provide good customer service in the first place. Managing your customers expectations is easy and very important.

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Originally posted by Irony

In any case the easiest way is to provide good customer service in the first place. Managing your customers expectations is easy and very important.

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Not in relaqtion to MK in particular but there does seem to be some warped thinking in some small companies where the belief is that customer service is difficult, time consuming and expensive to get right and they are better off just concentrating on doing what they are good at as ultimately thats all the customer is interested in.

That position is only sustainable if a company is both much cheaper and much better than the competition, ultimately those are the ony reasons people will be prepared to put up with customer service which is well below industry average

From my experience both of running small businesses and also project managing for a corporate the only way that anyone can afford not to worry about customers service is by aiming to get it right first time, not leaving it to chance and not leaving it to the instincts of wheover is nearest to the phone when it rings.

That means a simple procedure to capture orders correctly including parts, prices and and delivery dates suggested on the call. There is little excuse for not having a method in place: a simple MS Access or Open Office database can be thrown together in an hour to track orders. That makes it practical to see at a glance which orders are likely to go out late so that customers can be warned.

Most important of all there has to be an understanding throughout the company to be truthful about delays - telling customers their order is in the post when the datestamp on the parcel when it finally arrives proves otherwise makes the person who said it look like a liar.

Running a business is hard. If social media can be used in a positive way by companies, they had better up their game; otherwise, it goes the opposite direction. A disgruntled person tells an average of ten times the number of people about his experience, than a happy camper does.

I've no axe to grind but the curt reply from mk said it all

Brian sorry to hear about the mk trouble still going on.

Same problem here. Ordered parts and still not got them 6 months later!

Promises they will be with me tomorrow after every phone call but nothing turns up. MNR here I come.

Don't worry, my order is coming up to its two year aniversary!!

Still never did recieve that £150 rear diffuser! i cut my losses in the end and gave up! must have sent 5 or 10 emails from different email accounts after them claiming they'd never recieved them. Spoken to Danny on the phone a couple of times, was asked to text him my address, other calls afterwards and it still didnt turn up...

Complete waste of space!

I'd be going and paying him a visit if I was you!

I could do with ordering a couple of bits off him myself (quick steering rack and csr style archs) but it took me long enough to receive a throttle cable off him, which the end came off the first time it was used due to being put together wrong. So I'm tempted to order them and make the 3-4hour round trip to pick them up rather than let him attempt to use a courier, which he doesn't seem to be too good doing.

but then again, maybe I would be best paying my money to someone else as danny just doesnt seem to want to please customers.

this thread started almost 2years ago, and theres still issues now

quote:

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Originally posted by Matt21
I'd be going and paying him a visit if I was you!

I could do with ordering a couple of bits off him myself (quick steering rack and csr style archs) but it took me long enough to receive a throttle cable off him, which the end came off the first time it was used due to being put together wrong. So I'm tempted to order them and make the 3-4hour round trip to pick them up rather than let him attempt to use a courier, which he doesn't seem to be too good doing.

but then again, maybe I would be best paying my money to someone else as danny just doesnt seem to want to please customers.

this thread started almost 2years ago, and theres still issues now

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