Came back from MMC this evening really annoyed [RESOLVED]

[campbell]

I have always been wholly underwhelmed by the "mainstream" Murray staff. Such a pity. But that's life.

Great service from Gary, it seems, and very glad to hear it.

Murray have a big lesson to learn around deputisation and succession planning...you'd have thought they'd have learned by now..

[mwmackenzie]

Saj, this might well be of interest to you?

http://forums.seloc.org/viewthread.php?tid=417923

[SAJ]

Saj, this might well be of interest to you?

http://forums.seloc.org/viewthread.php?tid=417923

Thanks Mark, found something similar on Pistonheads too.

[Jam_s160]

Happy to pipe in on this one... I've had a few troubling warranty issues that have been problematic to resolve late last year. The outcome has been very good indeed early this year. Gary and team have gone out of there way to resolve given the distances involved. Clearly some bumps but overall I'm happy as the customer service from those whom I spoke to / worked with was excellent.

[Jam_s160]

I have always been wholly underwhelmed by the "mainstream" Murray staff. Such a pity. But that's life.

Great service from Gary, it seems, and very glad to hear it.

Murray have a big lesson to learn around deputisation and succession planning...you'd have thought they'd have learned by now..

Personally I disagree with with your statement

[campbell]

By all means - happy to explore?

What's your experience?

[j2 lot]

I think to be fair to MMC they are in transition - Craig and Brandon built, and were, a great team. When that was split Brandon has to rebuild with existing and new staff and let's not forget the 'break' was sudden and on Brandon's part unexpected.
The building of a new team takes time and what I've seen the rebuild is in progress and it's not right - yet, but the direction of travel is right.
My recent experience has been of individuals trying hard and achieving good service but not yet the personal touch that Craig had built up with so many customers.

[campbell]

I definitely get that. I wasn't really thinking of this transition phase. My experiences are from just prior to that. Including when "the dream team" were still in play.

[robin]

I agree with Campbell - I always just talked to Craig - if he was away and I had to speak to the people on the desk the results were usually poor - i.e. they had no idea what was going on and didn't give the impression that they were interested in finding out.

I have had no experience of them since so cannot comment at all on current team.

Of course that may be a direct result of Craig handling my jobs - they may have been invisible to the front desk for all I know.

I should also point out that Craig puts in 60+ hours a week on site (plus god knows how many off site). Even at MMC I would be surprised if he was doing less than 50. That's a lot of hours to work week in, week out if your employer doesn't recognise the effort you put in (no idea about MMC, but talking generally). So I wouldn't immediately expect anyone taking over the job to put in that level of effort which ought to result in a lower standard of service/taking longer to get back to people/etc.

Now that Craig is running his own place, he obviously has a vested interested in making sure as many people as possible are happy with the service.


Cheers,
Robin

[tut]

So many new parts and labour time going into N3 that at least his Pension Fund will be healthy.

As per normal, he calls most days letting me know how progress is going, and we are also ordering parts together.

tut

[Dominic]

I definitely get that. I wasn't really thinking of this transition phase. My experiences are from just prior to that. Including when "the dream team" were still in play.

I can recall a moment about 18 months ago, thinking to myself "mental note - don't book my car in again is when Craig is on holiday". Good to hear that Gary is resolving things and folks are happy.