MacTackle.com

[MacTackle.com]

Hello to all on the boards

As we have seen, we are getting quite a bit of feedback on this board, its very unfortunate for us that its not for the right reasons…

MacTackle.com are not going to use the forum as a customer service channel as its not the right place to discuss individual cases, but we do feel an explanation is due to you all on the boards, hopefully it will go some way toward appeasing the small number of disappointed customers.

As you may have seen from a previous post, we moved location and experienced difficulties with the transfer of our phone-lines. Unfortunately, in the end, after weeks of waiting, due to formalities and difficulties with our phone provider, we did not manage to transfer our old line and so we began the process to get a couple of new lines into our new premises. Between waiting time and difficulties with the local exchange, we were hindered further and the delay was drawn out.

Since then, we have tried to get a dedicated line for internet usage, but now we are faced with a problem between our old and new service providers. They are each disputing the actual ownership of the line, meanwhile we are in the middle with a line that works about 10% of the time. This is our main difficulty at present, no phone-line, no fax, no broadband and so it is extremely difficult to run an net based business without these services.

However, this does not excuse our failure with a small number of recent orders and we greatly regret our inability to meet customers expectations in the past number of weeks. Aside from our phone-line issue, we have had a couple of changes to staff in recent months and this has caused some confusion in certain aspects of our procedures, but again, I do not expect any of our customers to accept this as an excuse, I am simply trying to be honest and advise you all of the reasons we have not matched expectations in a few cases.

As I said, I do not believe it’s a good idea to address individual cases on this board, suffice to say that I will personally contact all concerned customers over the coming 72 hours and discuss their orders with them. However, as a gesture of goodwill, we will be offering a number of customers their order for free. In a couple of cases where customers have experienced a short delay with their order, we will ensure the goods are resent, along with some sort of refund, whether that is a full refund or part refund, we will discuss that with each individual customer over the coming days.

Regarding our phones, we would like you to note that we have arranged a dedicated mobile number which will be up and running by mid afternoon today, the 29th October. Once we have that in place my colleagues and I will be available day and night until we get back to the good level of service we are used to providing all of our customers.

I understand completely the frustrations expressed by some people here and I do not have a professionally written corporate statement to hide behind. I would prefer to be upfront so we simply have to hold our hands up on this one and I personally take full responsibility for the failures in this instance, no matter what difficulties we are having behind the scenes, it should never have impacted on our customers. I can only apologise profusely and hope that I could ask for a few days to sort out anything outstanding with regard to a small number of orders that have been delayed, about 6 orders in total. As I mentioned, I will contact each one of you over the coming days and I will be more than willing to take on board any questions or comments that you may have. I would like to assure you that all of us at MacTackle.com are completely committed to ensure all customers receive their orders in a timely and professional manner

Again, my sincere regrets for the level of service in a small number of cases in recent weeks, rest assured, anybody who made a purchase will receive their order.

I will be in touch with all our customers directly.

Sincerely yours

Nizan Robinson
MacTackle.com