MPT Carpentry Review

Getting a bad review is never pleasant. I want my customers to be happy with my service. Happy customers mean repeat business and referrals, which is enough to motivate me to get things right.

The issue I have with online reviews is that as a business you are vulnerable to fake reviews and the occasional grumpy sod who is impossible to please. It can be very one-sided in that you as a business owner are not able to review your customers.

I’d love to be able to write.

Fantastic client. Made me a cup of tea and paid me on time.

Some customers are the better than others 🙂

This way I and other business owners would be able to vet customers and steer clear of the ones who complain and fail to pay on time.

Two-way reviews tend to make people more considerate as anyone who uses TradeMe will be aware.

I find that most issues can be resolved with good communication, however, communication is a two-way thing.

A recent lack of communication has left me with the following bad review which I got when I was away on holiday.

MPT Carpentry Review by owner Mr Te Whata:

The most UNPROFESSIONAL service I have ever had.

Had an alarm fitted by Julian. Luckily I tried starting my van after completion as the battery had been drained. Also lucky that I carry jumper leads as Julian doesn’t. Van was restarted, Julian left me with the arrangement to pay via internet banking when convenient (I was working at a client’s house).

Went to leave later & discovered my digital dashboard, windows & sunroofs weren’t working. Contacted Julian who said he’d come back sometime the next day…

The following afternoon, Julian arrived & fixed everything except intercom system which enables driver to talk with passengers in rear seat (didn’t realise this was also not working). He stated that the fuse was inferior & had nothing to do with him. I stated that it worked fine before he arrived & he needed to rectify. This was done and I paid Julian that night.

Fast forward a few days and the recent foul weather making the morning commute quite dark, I found my headlights aren’t working.

Several text messages have been ignored, and I’m unable to leave a voice message as the numerous attempted calls seem to be terminated.

BEWARE.

I’m going to break down each section and respond to each point in turn:

Had an alarm fitted by Julian. Luckily I tried starting my van after completion as the battery had been drained. Also lucky that I carry jumper leads as Julian doesn’t. Van was restarted, Julian left me with the arrangement to pay via internet banking when convenient (I was working at a client’s house).

I actually pointed out that the battery was low and it was not discovered by Mr Te Whata as claimed here. He also told me that he had been having battery issues yet failed to mention this before I started working on his van! Speaking of which it would have been nice if he had made an effort and cleaned the van before I got to work on it!

In regards to the jump leads; I drive an electric van and jump-starting with it can damage the electrics. It does not have an alternator like a conventional internal combustion engine vehicle. I explained this but Mr Te Whata was not interested and started ranting.

I’ll admit to being slightly flustered here as I’m not used to customers being aggressive. I failed to do my usual post-install electrical checks as a result of this and the flat battery.

Went to leave later & discovered my digital dashboard, windows & sunroofs weren’t working. Contacted Julian who said he’d come back sometime the next day…

The following afternoon, Julian arrived & fixed everything except intercom system which enables driver to talk with passengers in rear seat (didn’t realise this was also not working). He stated that the fuse was inferior & had nothing to do with him. I stated that it worked fine before he arrived & he needed to rectify. This was done and I paid Julian that night.

This is not exactly the way I recall things occurred.

I discovered a fuse had blown. It would pop again each time I plugged in the “Joy Talk” switch. I explained this to Mr Te Whata and asked if he used “Joy Talk”. I did not actually know what it did or how it was supposed to work. He advised me that it was an intercom system and that it was working before I did the installation. The claim that I “stated that the fuse was inferior” is total fiction. I have no idea where this narrative has come from?

Unplugging this switch leads to hate speech!

After some head-scratching, I found that there are two identically shaped plugs. When I put the dash back I plugged the wrong one into the “Joy Talk” switch. This resulted in the fuse popping whenever it was pressed. It’s unusual to have two plugs that fit the same switch and this caught me out.

Issue fixed

I thought Mr Te Whata would be joyful again. I did all my checks and informed him of what had happened.

I had clearly made a mistake, but I always believe it is not the mistakes but how you deal with them that defines us.

I then went on a week’s holiday in the mountains.

Fast forward a few days and the recent foul weather making the morning commute quite dark, I found my headlights aren’t working.

Several text messages have been ignored, and I’m unable to leave a voice message as the numerous attempted calls seem to be terminated.

So upon getting back from holiday I found that Mr Te Whata had left a review both on Google and Facebook. (No one has ever left a review on both before)

I’ll point out here that I do not take my work phone with me when I am on holiday. I’m unapologetic about this. I also don’t do business via SMS as it I don’t want to be available 24/7. I know some people get anxious if they do not get an instant reply, this BBC link covers it in detail.

I have a No SMS please on the website contact page.

Anyway, if Mr Te Whata had sent me an email he’d have got an out-of-office reply explaining that I was away.

My response

I phoned Mr Te Whata to discuss the issue however, he did not answer the phone. I left it for an hour and tried again. Still, no response so I left a voice mail explaining why I was unavailable. I asked if he could please call me back so we can resolve matters.

1 week passes, (maybe Mr Te Whata was on Holiday?) so I tried the phone again. Still, he did not pick it up or get back to me. It was strange as he clearly expected everyone else to respond instantly!

BEWARE.

A lack of Joy Talk = Hate Speech? (CAPS = more ranting)

To finish I’d like to point out that I have done my best to keep Mr Te Whata happy.

Did I make a mistake? Absolutely, it happens to the best of us.

Did I try and resolve my mistake as quickly as possible? Yes

Is this is a fair review? That’s not really for me to judge, but I do take this seriously and don’t know what else I could have done to improve my service.

I had hoped that as a small business owner Mr Te Whata would understand that not all jobs go smoothly, and not all customers are easy to deal with.

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About Julian

Owner and Installer at Obsessive Vehicle Security Limited. More details here... Please keep Comments relevant to the post and use the Contact form for enquiry's
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