Never again

[Lappa]

I posted about my Bosch ROS dismantling itself in a previous post.
As I wanted to get the job finished in the next couple of days I decided idea to buy a new ROS. I rang around and decided to buy from Total Tools Castle Hill as the guy I spoke to on Tuesday morning said if I ordered online now I would have it the following day. I would have driven to Bunnings Dural and bought it knowing what I know now but i though next day delivery would be fine as I could get on with the belt sander.
It’s now Thursday afternoon and no sign of it. Then in comes a SMS to say it’s been picked up for delivery by Shipit and I will get it - wait for it - next WEDNESDAY 6th:o
So I rang them up and was told I should not have been told next day, the guy who I must have spoken to me wasn’t there, it takes about a week for an online order etc. Etc. Every statement accept “sorry”

Never again Total Tools.

[aldav]

They don't do themselves any favours do they. I've only been in to Total Tools here about twice in the past 10 years due to a poor customer service experience, although I must admit that the person I've dealt with on both those occasions was excellent. Other than some of the basic consumables I find it just as easy to order online these days.

[crowie]

Now that's saying something, suggesting Bunnings customer service would have been better than a specialty tool shop:doh::o

[Fluddman]

It's a shame their communication was not better. A lot of business are struggling and some use covid as an excuse for their sloppy service.

What is really noticeable to me, is that, those business that were excellent before covid, mostly continue to provide an excellent service.

Hopefully things will improve soon!

[Lappa]

Now that's saying something, suggesting Bunnings customer service would have been better than a specialty tool shop:doh::o

Not saying Bunnings customer service was any better it’s just that I rang Bunnings as part of my ring around and they had it in stock st the same price. It would have meant an hour and a half round trip so the option of getting it delivered next day while I got on with the belt sander was why I chose Total Tools.

As I go back to work next week, I was hoping to finish sanding the front veranda and get it coated this week.

[sneakynuts]

Which ROS do you end up buying?

[Lappa]

Makita BO6030 150mm. I don’t use a ROS much so no need to spend a fortune and all my Makita gear has been very reliable.

[Handyjack]

My experience with Total Tools in Melbourne is a bit different.
Order 1 placed on Sunday 19 Sept. Arrived Wednesday 22 Sept.
Order 2 placed on Monday 27 Sept, dispatched Wednesday 29 Sept and arrived the same day.
While there are two stores close to me, both within a short walk of a Bunning's, the one I normally go to has friendly and helpful staff.

[justonething]

I ordered something from Lee Valley in the US on the 27th Sept and it arrived today. It's much further than where total tools were sending it.

[burraboy]

Same experience I'm afraid... Bought a belt sander and waited 3 weeks. Should'a gone to Bunnings...

[riverbuilder]

Brookvale would have been a better option, all the big mobs are there, including Northern Abrasives, which is probably the best tool store in Sydney.

[ian]

Brookvale would have been a better option, all the big mobs are there, including Northern Abrasives, which is probably the best tool store in Sydney.
:whs:

[lovetoride]

Total Tools in Canberra is excellent. I tell them so every time I'm there. Being female it is still difficult in some stores to be taken seriously when browsing and purchasing tools and the like.

When I go I usually have a list and as soon as I ask for assistance to find something I don't just get a response over the counter but they whip around and help me locate all the items in the store and offer advice when I request it or get someone else who may be able to assist. I always feel very welcome.

They don't keep Sawstop or Kreg gear instore but ordered it in for me with all the extra bits and pieces I wanted and assisted with loading the car.

Jane

[tonzeyd]

Sadly, there are multiple issues at play here, on one part you've got the poor communication/service offered by Total tools the other is the business model.

I completely understand how the business model can let down the consumer as all stores these days rely on a distribution network, so the staff member who told you you'll get it next day delivery could very well have been correct for a good proportion of orders providing all the ducks have aligned. Ie warehouse has stock, picking/packing happens in timely manner, courier picks it up on time etc.

However, what i don't understand is the complete lack of communication and customer service offered by many places. for eg i honestly can't recall a time when i called a shop/service provider, being promised to be called back and never receive a call back in the time they tell you they'll get back to you. On the same thought, I'd imagine all your woes would have been reversed, if after you placed the order and assuming next day delivery is "normal" a quick email/phone call saying your order would not be arriving would you like a refund. Would have completely mitigated your frustrations. It doesn't take much to lose a customer for life, but at the same time it doesn't take much to keep a customer for life. Somehow businesses have forgotten this over the years.

[Lappa]

Brookvale would have been a better option, all the big mobs are there, including Northern Abrasives, which is probably the best tool store in Sydney.

When I did a search for the sander, no Brookvale businesses came up and even jf they did, would they have been able deliver next dsy?? Guess I’ll never know. I couldn’t drive there as it’s out of my LGA.
The point is I ideally needed it next day.

[Lappa]

Total Tools in Canberra is excellent. I tell them so every time I'm there. Being female it is still difficult in some stores to be taken seriously when browsing and purchasing tools and the like.

When I go I usually have a list and as soon as I ask for assistance to find something I don't just get a response over the counter but they whip around and help me locate all the items in the store and offer advice when I request it or get someone else who may be able to assist. I always feel very welcome.

They don't keep Sawstop or Kreg gear instore but ordered it in for me with all the extra bits and pieces I wanted and assisted with loading the car.

Jane

Maybe they are fantastic in store but my experience was on the phone and online and in both instances they sux big time - in my instance

[Mobyturns]

Sadly, there are multiple issues at play here, on one part you've got the poor communication/service offered by Total tools the other is the business model.

I completely understand how the business model can let down the consumer as all stores these days rely on a distribution network, so the staff member who told you you'll get it next day delivery could very well have been correct for a good proportion of orders providing all the ducks have aligned. Ie warehouse has stock, picking/packing happens in timely manner, courier picks it up on time etc.

It doesn't take much to lose a customer for life, but at the same time it doesn't take much to keep a customer for life. Somehow businesses have forgotten this over the years.


My experience with Total Tools in Melbourne is a bit different.
Order 1 placed on Sunday 19 Sept. Arrived Wednesday 22 Sept.
Order 2 placed on Monday 27 Sept, dispatched Wednesday 29 Sept and arrived the same day.
While there are two stores close to me, both within a short walk of a Bunning's, the one I normally go to has friendly and helpful staff.


I ordered something from Lee Valley in the US on the 27th Sept and it arrived today. It's much further than where total tools were sending it.

Simply highlights - it does matter where you live, and what distribution/logistics model is in place. If you live near a major logistics hub the service can be excellent, not so good if you don't because all of the other factors that can and do plague any distribution/logistics model come into play - including high volumes, COVID lockdowns, border closures, industrial action, and simply $hithou$e couriers etc.

[Lappa]

Got a somewhat pleasant surprise. Shipit said in their email I would get it next Wednesday the 6th. Arrived tonight at 6:30pm.

[woodPixel]

Now that's saying something, suggesting Bunnings customer service ...

Bunnings has customer service?

Since when!

[crowie]

Bunnings has customer service?

Since when!

:)):roflmao2::roflmao:

[Lappa]

Well. I must have walked under a ladder, crossed paths with a black cat, broken a mirror etc.
Just under 1 hour of use on the veranda with the new Makita, cleaning up some sections I could not get with the belt sander (80 grit) then 2/3rds of the veranda done using 120 grit.

501804

[Fluddman]

Bugger! That is indeed a run of bad luck. Hopefully it will just get replaced.

Now we'll really see if their customer service is up to scratch.

Cheers

[crowie]

Well. Just under 1 hour of use on the veranda with the new Makita,
cleaning up some sections I could not get with the belt sander (80 grit) then 2/3rds of the veranda done using 120 grit.

501804

:o

That's got to be a straight warranty swap for a whole new sander!

[woodPixel]

Lappa, the gods are warning you man.

There are reasons for this! Reasons!

[BobL]

Maybe they are fantastic in store but my experience was on the phone and online and in both instances they sux big time - in my instance

When I wanted to buy a specific SCMS last year in the middle of the first COVID shutdown it was out of stock everywhere. I emailed re availability about a dozen tool stores in and around Perth, including 5 Totaltools stores, and got no replies from any of them except the totaltoiols store at Canning Vale store. The salesman from the CV store was helpful and kept me posted, They got my business. I happened to be going past two Bunnings stores and dropped in to find out how long it would take to get one but they were woefully uniformed and not that helpful. They said they would get back to me when they had notification of stock but I never heard a thing.

[woodPixel]

Remember this from the film... where Indy captures the arc and the Good Guys nail it all up into a crate, its then wheeled into a faceless warehouse that pans out into an unseeable background?

Loved that scene. (I imagined the mysterious treasures!)

This is the mail dispatch for OzPost in some regional area. Apparently some grunt was so horrified they took a photo of it.

Apparently its... abnormal.... :)

501884

[Lappa]

After all the trials and tribulations

from this
501947

getting there

501948

Almost done

501949

Finished

501950

[Fluddman]

Looking good. Great job!

- - - Updated - - -

Did they end up replacing the sander?

[crowie]

Plus one for LOOKS GOOD Peter!

And have you been given a new replacement for the failed new tool???

[Lappa]

Still waiting Crowie and Fluddman. Couple of problems - the tool shop I bought it from is out of my LGA so I can’t get there yet and Monday was a Public Holiday. Other Makita dealers in my LGA won’t do warranty as I didn’t buy it from them :(. I spoke to a guy on Friday and he said to send photos and they would have to contact Makita before making a decision. I rang on Monday ( forgetting it was a public holiday) to see what was happening and spoke to another guy that said no problems with warranty, faulty pad and he’d get a new pad sent ASAP. Still will take 3 to 5 days as couriers are under the pump.

[Lappa]

Credit where credit is due - Total Tools sent a new pad FOC. Arrived today.

[crowie]

Credit where credit is due - Total Tools sent a new pad FOC. Arrived today.

Should have been a whole new machine IMHO for a unit that failed in less that 2hrs work!