How not to inform customers and avoid responsibility afterwards

Item: Crawfords Carpets and Blinds
Rating: 2

The following emails explain the proble. Poor information gathered from the client and then no responsibility taken by the supplier for the resulting problem. WORSE is The absolute lack of response to this day from the manufacturer Crawford's. Simply NOT THEIR PROBLEM..... From: Stan Holroyd <***> To: *** Subject: [Fwd: RE: valance for the blinds supp****] - update to email just sent Date: Thu, 12 May 2016 16:03:04 +0200 Hello again Bridgett I have just found the blind manufacturer Crawford's on the www. Interestingly I do not find the work facefix anywhere on the website. So I still do not know what it is. Look forward to your reply. Hello Bridgett Please see the emails below and then explain to me, please, how on Earth Maureen, ordinary customer, is to know these things if not explained to her - I do not care what jargon is used. And now she and me as well are caught in the middle and are expected to pay the price in inconvenience and precious time. My next step is obvious. I cannot leave this here. It is not so much the fact that the valance is wrong, but the fact that it is made out to be the fault of the customer and the problem is thrown straight back at her. We are protected from such things happening. Please, what company actually supp**** the blind? Regards Stan Holroyd ------------------------------------------------------------------------------------------------------- From: Strand Blinds - Anna-Marie <***> To: *** Subject: RE: valance for the blinds supp**** Date: Thu,12 May 2016 15:30:19 +0200 Hi Stan I’m sorry that you are so unhappy. If we don’t get instructions that the blind has to have a “facefix” or also called a “boxed” valance, the factory doesn’t know to mitre the valance. I spoke to Grant and he said you must bring the valance back and he will try to sort it out with the factory. Regards Anna-Marie facefix PS: You can e-mail Bridgett at *** ------------------------------------------------------------------------------------------------------- From: Stan Holroyd [mailto:***] To: Strand Blinds - Anna-Marie Sent: 12 May 2016 02:42 PM Subject: RE: valance for the blinds supp**** Hello Anna-Marie Thank you for your email. Only today have I had the chance to respond. I am disappointed at this response and cannot accept it. Maureen has also asked me to follow it up. Firstly, on a very simple matter, if I follow the installation brochure supp****, we were not supp**** with what is shown quite clearly in that brochure. More importantly, prior to me receiving this email, I had no idea that something like a “facefix” valance existed, and indeed at present still have no idea what it is. We came with photos of the window area and indeed supp**** what was the required finished width and height. What this has to do with a “facefix” valance remains a mystery. The blind fits perfectly according to our measurements. Neither side of the top housing can be properly closed off because of the valance that is not mitred. Indeed, even if it is mitred. I can see it will probably be too short to accommodate both sides. You say “You gave us the size as finished size but didn’t ask for a “facefix” valance.” Yes we gave you finished size and that is perfect but how on Earth were we to know that we needed to ask for anything like a “facefix” valance? You also say “So they won’t give us an extra valance for free”. We are not looking for an extra valance, we are looking for the valance we believe we should have. As I have said, I do not believe the one supp**** will work as it will be too short. I will go check this for sure but believe it is so. I want to follow this up so please supply me with the email address of the supplier so that I can take up the issue with them directly. Something is definitely being lost in translation. Many thanks Stan Holroyd ------------------------------------------------------------------------------------------------------- From: Strand Blinds - Anna-Marie <***> To: 'Stan, away from base' <***> Subject: RE: valance for the blinds supp**** Date: Mon, 9 May 2016 12:01:26 +0200 Hi Stan Just got an answer from the factory. We took the original forms out. You gave us the size as finished size but didn’t ask for a “facefix” valance. So they supply the valance as is. It is only if you specify that you want the facefix valance that they mitre the sides. So they won’t give us an extra valance for free, but you can bring your existing valance in and I can have it mitred. Let me know if you want to bring it in and we can organise it. Regards Anna-Marie Strand Blinds *** ------------------------------------------------------------------------------------------------------- From: Stan, away from base [mailto:***] To: Strand Blinds - Anna-Marie Subject: RE: valance for the blinds supp**** Sent: 09 May 2016 10:29 AM Thank you Anna-Marie Stan ------------------------------------------------------------------------------------------------------- From: Strand Blinds - Anna-Marie <***> To: *** Sent: Mon, 09 May 2016 10:11:53 +0200 (SAST) Subject: RE: valance for the blinds supp**** Hi Stan Sorry about your problem with the valance. I will check with the factory if they can supply a new valance with all the necessary. I will just have to get that one back to proof that it was wrong. Will get back to you as soon as I hear from them. Regards Anna-Marie Strand Blinds *** ------------------------------------------------------------------------------------------------------- From: Stan Holroyd <***> To: *** Subject: valance for the blinds supp**** Date: Sat, 07 May 2016 13:34:49 +0200 Hello Annamarie I have wanted to send this much sooner but too many things got in the way, so it is rather late. Recently, you supp**** Maureen Louw with a blind for her kitchen. I installed it the same day with no problems, however, there is a problem with the valance. There are three parts, the long front part and the two side bits. Clearly, these should fit together using the two clips supp**** but the long bit has not been cut with a 45° miter. I do not have a suitable saw to do this neatly and I believe it should have been supp**** with a miter on each end. What can we do to correct this please? I do need the side bits attached to cover the sides of the blind for her. Please advise many thanks Stan Holroyd

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