Well I must say my faith in the mini industry has certainly been restored. After a less than pleasing first sales interaction with Karcraft on Friday I posted on this forum that I was not happy with the service I received.

As I am getting back into the mini world again I was astounded to find that kind of treatment as it was a total contrast to how the industry was over a decade ago (the experiences I have had). Yes some of you said it was probably a bad day, or I was maybe a customer who ummed and ahhed over parts etc, but in the end all I was posting about was how the transaction left a bad taste and I would probably not do future custom with that firm.

Hmmm not so positive so far is it?

Now here is where my faith is restored. Today at lunchtime I checked my phone (for those who try to contact me at work, mobiles are prohibited so I never answer during work hours) and found two missed calls.

I called the number back (expecting it to be Karcraft) thinking there may have been a problem with my address (living in the country and using a PO Box has that problem often).

Instead I had a conversation with the chap I spoke to on Friday. Karcraft employees had read the post and he had tracked me down matching the post to the order to call and offer an apology. This my friends is worth gold! (I am a little old fashioned)

Now my first interaction may not have been great, but a company who is willing to track down a customer who wasn't satisfied is exceptional. Karcraft even gave me a discount on the shipping for the order as it had increased from the original email quote (you guys really didn't have to), but to me the follow up service is what will keep me going back.

Immediately after the call I rang my wife to tell her about the call, and if I had access to the forum at work I would have posted this then too. So my thanks go to Karcraft for restoring my faith in the mini industry and I would highly recommend them to all mini owners.

regards,

CJ

I love a story with a happy ending

Can't beat good ole fashioned customer service

_________________
If its got tits or wheels its gonna cost you

1973 Solid side Leyland Mini Panelvan 1100 in Hairy Lime(Elma)
1976 Clubby project in progress
1966 Morris Mini Deluxe in need of a full resto
1971 Mini K Garden Art

Good to hear. They really are a helpful bunch of guys.

_________________

Good to hear! I've only ever had good experience with Mini Specialists, Karcraft, Mini King, Minisport, all been great.

_________________
Basil - 1978 Leyland Mini, Brooklands Green, bit of a bitsa, and a park brick in the boot.

I remember when doing my uni studies a case study where a company went to the enth degree to track down a customer that had a bad store experience. They spent a fortune doing it and the customer was astonished, unbeknown to them who he was and now their company name and policy is in this particular text book for students to study every year!

I can't remember the name of the company now, but I remembered the story

Point is, well done Karcraft. Sometimes actioning upon a bad customer service issue can turn out more positive than a mediocre customer experience in the first place.

_________________
1968 Morris Mini Deluxe - members gallery
1970 Morris Cooper S - members gallery
Mini's I grew up with
Slot car couch