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The Norfolk Broads Forum / Boatyards / Rude Summercraft
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Posted By Discussion Topic: Rude Summercraft

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johnboy
Oct-16-2015 @ 11:59 AM                           Permalink
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Hi All, not been on Forum for awhile but feel the need to share my unpleasant experience of today. Having some time off next week, and loving the Broads for over 50 years, I browsed the net for possibilities. On Summercraft website it says "call Sue for late availability, so I did. A Dianne answered and I explained I was looking for a cottage or boat starting either today (Friday) or tomorrow (Saturday. No availability was the curt reply, no "sorry" or anything! I then searched the Hoseasons site, and found lots of availability, including Summercraft! Thinking there must be some mistake, I called back and was answered by Dianne again. When I explained the availability on Hoseasons all she said was she was "not prepared to take midweek bookings", again in a most brusque manner, no "sorry" or "regret" even when I pointed out that my enquiry included a possible Saturday start! This manner being totally at odds to my overwhelmingly good experiences over some 40 ish bookings and holidays for the Broads, I was somewhat shocked and saddened. After an hour or two of reflection, I thought that, maybe, some mistake had been made by a member of staff, so I called back. Dianne answered again, but this time Sue was also available so I spoke to her. I explained my experience , disappointment and surprise at the manner I had been dealt with, and mentioning that I was a past satisfied customer. After my calm and reasoned recall, the response I got was "ok"! Once again, no "sorry" or anything! So, Summercraft, never again!

Cheers, Johnboy

TerryTibbs
Oct-16-2015 @ 12:18 PM                           Permalink
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I have said it before and I'll say it again, it seems customer service is a thing of the past, voting with your wallet is the right thing to do, if enough people do that then things might change but it seems most people just seem to accept that is the way things are now days.

Dave Cheers

"Inside every old person is a young
person wondering what happened"
Terry Pratchet

Captain
Oct-16-2015 @ 12:39 PM                           Permalink
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John,

I am glad I am not the only one who has experienced the curt response from a member of the staff, I thought I was being picked on. The boats are superbly maintained, the yard very pretty and equally well maintained, the remainder of the staff friendly and helpful from my experience. It does however put me off going back when senior management talk to customers in this manner. I remember hiring Gala Girl 2 a few years back in October and requesting in a polite manner if I could borrow some extra blankets in case my mother was cold at night, the response I got was "You do realise the boat has heating" in a very abrupt manner. I eventually obtained the blankets from a kind member of staff however I was taken a back at being spoken to like a naughty five year old who had asked for extra sweets. I asked the same question to Whispering Reeds and the response was no problem how many would you like and at Pacific Cruisers it was don't worry they are already on board just in case you are cold. I know where my money goes now.

Neil



This message was edited by Captain on Oct-16-15 @ 9:59 PM

Dzign
Oct-16-2015 @ 1:04 PM                           Permalink
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Thought that I hadn't seen as many of their fleet out and about this year as I normally do...

L

Hylander
Oct-16-2015 @ 1:38 PM                           Permalink
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Funnily enough we were just about to contact Somercraft for next year.     Dont think we will bother after reading this.   And you say this is Senior Management,  God help the rest of the staff.

I just hope the Company reads these posts.

Women dont nag they just
point
things out...



M

DaveR
Oct-16-2015 @ 2:43 PM                           Permalink
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I am surprised to hear that the responses came from Senior Management. If that is the case then its completely unprofessional and no way to treat customers.They need to go on a course in order to improve or the business will suffer or cease trading.I would suspect that the general workers at Summercraft are hard working and competent people badly let down by poor management.




This message was edited by DaveR on Oct-16-15 @ 3:47 PM

Dibbler
Oct-16-2015 @ 3:03 PM                           Permalink
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This sort of customer service malaise seems to be very prevalent in Norfolk as a whole and we've gotten extremely fed up with it this year. A lot of businesses have the unacceptable attitude of "we're doing you a favour by taking your money and treating you like the crud on our shoes". One particular ignorant old scrote at Norfolk Marine in Hoveton** springs to mind. It's a wonder someone hasn't driven him into the ground like a tent peg.

This isn't the first time Summercraft have been mentioned in the 'rude response' arena either...seems to indicate that there's a fundamental defficiency in the management's attitude to the very people who line their managerial pockets. As Dave suggests, voting with the feet is the perfect response. Empty coffers may serve to remind these morose ingrates that customers are actually a precious commodity.

Same thing happens in a lot of the pubs too...little wonder that these businesses change hands so often. Mad  



** Edited to Hoveton from Wroxham. D'oh! Blush





John Blush

This message was edited by Dibbler on Oct-16-15 @ 4:56 PM

johnboy
Oct-16-2015 @ 3:13 PM                           Permalink
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Thanks to all for your measured and supportive responses. It really is a shame that such bad manners can cast a cloud over my many very happy Broads experiences including Easticks of Acle, the wonderful Porters and Haylett and lots more. The comment about Pacific Cruisers, in particular, seems to resonate with the more traditional Broads welcome. When hiring with Pacific, who do seem a very good outfit from Forum comments, is there any problem when mooring at other yards, bearing in mind their independent status?

Cheers, Johnboy

CaptBryan
Oct-16-2015 @ 3:37 PM                           Permalink
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I needed four dock lines 6 metres by 12mm spliced loop one end.
"Won't be getting any more that colour till spring" No sorry, or anything.
So I walked out, phoned Englishseadog/,Neptunes locker in Weymouth and got four braided for thirty quid plus seven for postage. I was willing to pay the best part of a hundred to get the others. I have spent a very great deal on chandlery in Hoveton over the years but I will use the internet from now on.

Captain Howe.

The Eagle may soar majestic,
but you don't suck a Stoat
into your jet engines.
Please leave the water and
banks as you would wish to
find them.

Dibbler
Oct-16-2015 @ 3:54 PM                           Permalink
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Amen to that, Captain!

Our last set of ropes was purchased from MarineScene UK via fleaBay at a fraction of the price asked by 'Nearest & Dearest' in Hoveton.

John

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