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Speakers' Corner: Discuss Go-Dive - great customer satisfaction in the Non-Diving Related Forums forums: The trouble is any business can do well 90% of the time. It's the 10% that makes the difference between ...

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  #41 (permalink)  
Old 02-03-08, 04:04 PM
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The trouble is any business can do well 90% of the time. It's the 10% that makes the difference between one you want to do business with, and one which as Garf says, you wouldn't piss on if they were on fire.

I'm quite sure that there's some people getting a very good deal a lot of the time. The trouble is it seems that when it goes wrong you either end up being told you're a tosser, petty, or end up in court to get your money back from the waste of space that is the customer service team.

And I tell you what, if they only sorted it out they would make a killing. But then you have to invest time and effort into getting a decent standard of customer service.

Digs.
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  #42 (permalink)  
Old 02-03-08, 04:20 PM
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i canot understand why a buisness with such potential treats its customers like sh*t

why dont they tell it how it is ! if something isnt in stock just say" sorry sir-madam its not in stock" how hard is it ?

im quite fortunate that up to now ive had a good service from go-dive but thats with going to the shop and walking away with an item, not based on internet or phone purchases with delivery,
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  #43 (permalink)  
Old 02-03-08, 04:27 PM
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I would guess it's because the website is a manually done one rather than linked into any form of stock control. Certainly the payment processor is a manual system called Mals-e that's free and pretty basic.
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  #44 (permalink)  
Old 02-03-08, 04:34 PM
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Quote:
Originally Posted by Woz
I would guess it's because the website is a manually done one rather than linked into any form of stock control. Certainly the payment processor is a manual system called Mals-e that's free and pretty basic.
i know what ya meen !

but if they want to keep customers happy they should perhaps invest some of the money they make into the internet market place !
nothing worse than being frustrated by being told or not as the case may be that an item is in stock when it isnt !
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  #45 (permalink)  
Old 02-03-08, 04:46 PM
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Thumbs up go dive customer service
Im new to the world of scuba diving (in the middle of my open water) so im starting to buy some kit. I rang go dive for some advise on regs that i had seen on there web page as it said in advert ring for best prices all i got was an TWxT of a bloke saying theres lots of different types buy what you feel comfortable with then the phone went dead.I did mind then but dont now so i would like to thank Endoman for the bcd,SML for the suunto viper,Ross for the tussa sf8 split fins and all the yd folks for all the advise on the apeks regs i bought off ebay now thats what i call service.
Pete
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  #46 (permalink)  
Old 02-03-08, 04:48 PM
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Quote:
Originally Posted by divingniknaks
Eeyore,

We've got 'em sat in stock mate.

Just a thought


.
Cheers Phill, I have looked, but I will need to save a few more pennies first
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  #47 (permalink)  
Old 02-03-08, 05:30 PM
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Quote:
Originally Posted by Secondopsman
i would like to thank Endoman for the bcd,SML for the suunto viper,Ross for the tussa sf8 split fins and all the yd folks for all the advise on the apeks regs i bought off ebay now thats what i call service.
Pete
Great stuff! This is what YD is all about. I bet you've saved a fortune too
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  #48 (permalink)  
Old 02-03-08, 05:31 PM
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Quote:
Originally Posted by Eeyore
Cheers Phill, I have looked, but I will need to save a few more pennies first
Get the plastic out you tight-wad
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  #49 (permalink)  
Old 03-03-08, 10:14 AM
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Quote:
Originally Posted by Eeyore
NOT!

I ordered an Ali stage from them on Sunday, confirmation email on Monday saying it was ready to ship, great I thought, diving at Ellerton at the weekend to play with it
New email on Wednesday saying 'item requested not in stock & expected to be in stock late April' .......April ffs!
Contacted the customer support team *snigger*, 'I have just had a quick look on your website & it still says the Ali stages are in stock, please confirm whether or not it is the case!'....answer....' NO they are not in stock and dont be so petty'.....'OK thanks for all your great help' *to$$ pot*

Upshot is, No stage to play with , No diving and never again will I contact/use Go-Dive




....and breath
firstly-very sorry for the delay in replying but have been away on holiday.

we take customer service very seriously at godive, i have carried out a full investigation of these comments and found the following.

Tuesday 26th feb:12:47am customer orders 11.1ltr cylinder (not sunday)
Wednesday27th feb: 11:51am godive inform customer item out of stock
Thursday 28th:03:24am customer responds as per email below
Thursday 28th 09:13am godive reply as per email below

we do not send out emails saying the item is ready to ship only confirmation emails saying the order has been recieved.

The only contact we have had with this customer is by the emails shown below and the alledged ' sarcastic' comment made by my staff have no foundation and would never have been made.


RE: order‏
From: Team Go-Dive email address removed
Sent: 28 February 2008 09:13:56
To: email address removed

No charge has been made

--------------------------------------------------------------------------------
Date: Thu, 28 Feb 2008 03:24:24 +0100
From: email address removed
To: godivemark email address removed
Subject: Re: order

No! I dont want to wait, please confirm by return, that my creditcard has NOT been charged
Also I would advise you to update your website, I've just checked it & I can still order the same cylinder you are telling me is out of stock
regards

----Original Message----
From: godivemark email address removed
Date: 27/02/2008 11:51
To: email address removed
Subj: order

Hi,
Unfortunatley the cylinder you have ordered is out stock untill mid April.
Pleas let us know if you would like to wait

Godive






</BLOCKQUOTE


Username : Username removed
Printing date : 03 Mar 2008

RETURN

--------------------------------------------------------------------------------

Shopper ID 11378935
Date 12:47 26 Feb 2008
IP ***deleted****

Payment details (where applicable)
Method Card
Discount coupon

Invoice details
Name Mr Name removed
Company
Address address removed
Country
Tel Tel No removed
Fax
Email email address removed
Id

Delivery details
Name Name removed
Company
Address address removed
Postcode postcode removed
Country
Phone

Extra data Field 0: No


Shipping zone 1

Qty Product Price Amount
1 Luxfer 11.1 litre Ali O2 clean cylinder 119.00 119.00

Voucher -0.00
Discount -0.00

--------------------------------------------------------------------------------

Sub-total 119.00
Shipping 12.00
Tax 0.00
Total 131.00
Last edited by Mal Bridgeman : 03-03-08 at 10:39 AM. Reason: Take out personal address and mobile number
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  #50 (permalink)  
Old 03-03-08, 10:30 AM
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