Shourtline

T

Tim Brien

Registered
I have been trying to get a sales order out of Shourtline now for over three weeks. I have copies of the emails sent and received. I originally ordered my decoders on 23rd. September. James responded on October 1st that he had been 'out of town' and stated that he would send a sales order that day. I responded immediately (October 1st) to confirm my order placed originally 23rd September. Now the order is for approximately $900.00 usd worth of decoders.

I sent a further email almost two weeks later on 13th October requesting an update on sending the sales order. To date no response as to whether items are instock or ordered or if he simply has no wish to supply me. I find it strange to believe that a businessman who relies entirely on emails and the internet would be 'out of town' and not have internet access (not be aware of my email). The internet is his blood supply. Perhaps a $900.00 order is not worth worrying about.

I am particularly annoyed as my sourcing of needed decoders has been delayed almost four weeks now and still no clarification as to whether he will supply me. My question concerns if any others who may have had a problem of late in response to orders from the company. He has replied that he is aware of my order, so one wonders what is going on? Should I take the sorry episode on the chin and buy elsewhere or persist? I honestly do not think that he is serious as regards supplying me. If the items needed to be ordered then he has had nearly two weeks to advise of the stock situation.

Any others been treated with this 'attitude' to sales? I am sure that others would think that a $900.00 order would merit some attention.
 
Myself and at least two other forum members had a similar problem getting paid for decoders from a UK based supplier a couple of years back. When it eventually arrived it wasn't programmed! Muns sorted it out for me free of charge even tho he wasn't a supplier at that time.
Guess who I use for Massoth kit now.
If he can't even give you a good reason for the delays then I'd look elsewhere.
 
I am just amazed that I cannot even get an email sales order from him. I was considering another dealer but James has the Piko (Soundtraxx) motor/sound decoder from the Piko mogul (others have it at the same price but he also has Massoth as well so I was combining my order), which does sound excellent and is a full amperage decoder not the old Soundtraxx Tsunami 1 amp jobbie in the Bachmann 3-truck Shay.

I really think that I might be getting the 'cold shoulder' treatment for criticising my Piko central station purchase several years ago. Even so, a dealer who can turn down a hefty sales order in this economy must be doing alright for himself. There may be a simple explanation to cover the situation but it has left a sour taste in my mouth.
 
Be careful Tim..
Whilst I am sure you are frustrated by the delay and apparent lack of courtesy in keeping you informed..
Just be mindful this is (in effect) a 'public' forum . - ie. anyone on the Internet can read it.

Due to recent events on the site here, I can see the Mods et al getting 'twitchy' about comment like this.

Fully support your frustration, and wanting to enquire if others are having problems, just a 'heads-up'..

Hope things are resolved to your satisfaction.
PhilP - no connection to any parties involved, just a fourmite.
 
I know nothing about Shortline & Tim's problems but his issue did raise an interest.

I have noticed many occasions where people who primarily trade on the internet seem to have difficulty in communicating with their clients/prospects.
If it is a hobby turned business that is just producing a few sheckels then I can understand but not excuse poor customer communication.
However if it is your primary method of earning a living then when you got started you should have put plans in place to handle 'out of town' situations. Even a short email saying "Sorry John is out of town and will reply on his return" sent by a colleague/friend/spouse would make all the difference.

Customer communication is your lifeblood if you do not have a shop front (it's quite important if you do) but people do not seem to realise that. Then when the customers disappear they blame the government, changes in taste, the weather but never themselves.
 
Phil,
I outlined the course of events backed by an email trail. As stated, my initial request was if others had received similar treatment and if the way my case was being handled was a 'normal' situation. I know that when I initially purchased from the seller (a similar amount was involved) several years ago, the seller was extremely helpful.

There are other venues to purchase the same items and in the case of the Massoth items I could have purchased cheaper but as I had dealt with the seller previously I was giving my preference to him for both the Piko and Massoth items. I have not paid out any money as yet as I was still awaiting a sales order promised two weeks ago. If I had of gone elsewhere I would have received the items already.
 
A successful outcome. The propietor has been offshore the last two weeks as a last minute crew replacement and in the preparations my order was missed. Communication has been reestablished.
 
Hi Tim and All.
Glad to hear your order has been fixed . I enrolled in James digital course in March this year while my wife and I were visiting our Daughter her Husband and my two Grandsons in California . James arranged the course to coincide with my visit . It was a great course, real hands on I think I learned a lot from James. James is very professional and easy to work with. Would recommend one of his courses to anyone in Garden Railways. We also meet Jim Kruger who lives near my daughter in Garden Grove Jim is the President of the Garden Grove Garden Rail Club He and his wife took us to visit some very interesting garden railway layouts around Garden Grove we had a great time there and were very grateful to Jim and Pauline for their time with us . My wife and I have taken Long service and we are heading back at the end of Nov to spend Christmas at my Daughters. We am hoping to catch up with James and Jim while we are there over Christmas.
Regards
 
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