Let me state up front that I will not lie. When I get great customer service I tell everyone, but I will also not hold back when someone’s customer service sucks. Here is one such experience…..
You may recall from an earlier post that I dropped off my exhaust manifolds just over a week ago to be ceramic coated. I deliberately held back from saying where I dropped them off because I had a feeling all may not be well. Let me fill you in….
A friend recommended Modern Plating (4-6 King St, Oakleigh) to have the manifolds thermal barrier coated. I rang them for a quote, and was told that I would need to bring them in to get a price. Strange indeed, but I thought I would go with it based on the recommendation I had.
I went in on Saturday 23rd May, and the guy (Harry) quoted me $300 for the pair, and one week. I had previously been quoted $240 for the pair so I told him that it seemed a little expensive compared to the other quote I had, but he didn’t really care. I decided that I was already there so I would go ahead with it as their location was more convenient (close to home).
I rang the following Friday to confirm that they were ready, but there was no answer. I rang again later in the day and Harry answered the phone. I told him who I was and that I wanted to confirm the manifolds were ready to pick up on Saturday, and was surprised at the response….”I am with a customer right now – can you call back in 5 minutes?”. Wow. I didn’t call back in 5 minutes.
I called back on Saturday morning and Harry told me that they were ready. When I arrived they were sitting on the counter in bubble wrap. I opened them up and was a little disappointed to see that the insides were not fully coated. I guess this was my fault because I did not specifically ask for it.
Harry came out to the counter and asked how much he had quoted me, and I replied $300 for the pair. He then replied “that will be $330”. I questioned what he was talking about, and he informed me that he had to add GST.
I responded that retail prices always include GST, and that he had never mentioned adding GST previously. After a little more discussion, he said he would do them for $300, however I could see the disgruntled look on his face, so I told him to take the $330. It obviously meant more to him.
The whole customer experience with Modern Plating has been pretty poor, but to then have 10% added right at the end when I am about to pay is straight out misleading. I regret not walking out the door and taking my business elsewhere at the start.
I would encourage anyone considering doing business with this clown to go somewhere else. There are a number of other companies in Melbourne who offer thermal barrier coatings, and they may even treat you like a valued customer!