1 reviews | Active since Nov 2016
Dismal and arrogant service
<p>Ordered a pool cover on 25 Oct 2016 and paid deposit as requested. Since then telephone not answered and had to call personally to get service. Company is extremely arrogant - see undermentioned apology -</p> <p> <br />From: <span style="color: #ffffff;">a</span> ********** <br /> Sent: 05 January 2017 03:57 PM<br /> To: ********** /> Subject: Power Plastics apologizes for the delay in your pool cover</p> <p> </p> <p>Hi</p> <p>As a December client, we have promised you your cover in early January. We wish to state that we are in full production however we are not totally in line with where we would like to be on a production basis. Currently we are about 7 days out of our promised production plan.</p> <p> </p> <p>Please bear with us. You will receive your cover. This email confirms that you are in the queue and your cover is due for production shortly. If you phone us, we have to pull your worksheet out of production to check it. Not only does this take time but your order also does not get its allotted slot in the queue any longer.</p> <p>Specifically :-</p> <p>All covers upto 26 November should be complete by Wednesday 11 January 2017 – Please contact us if you have paid your deposit and received confirmation of your order prior to the 26th and have not received your cover as yet.</p> <p>All covers ordered upto the 15 December should be available by Wednesday 18 January 2017 – please contact us if this has not happened on Friday 20 January. Installations may take a little longer after this date.</p> <p>Should you require a safety cover – all measurements of covers have resumed. Safety Cover production has remained up-to-date through this process.</p> <p>If you have organized a collection, you will be informed when your collection is ready.</p> <p>Upfront we wish to apologise for not getting back to you earlier and for not communicating better with you. We also need to apologise for the time taken with your order. This is not due to any other reason other than the sheer volume due to water restrictions being imposed within the Cape Town areas. So sorry for this we will soon be within our normal excellent service levels however this is not the case yet. Please accept our apologies for this delay.</p> <p>You will be informed once your order is ready. We will make every attempt to get your cover to you sooner than stated above.</p> <p> </p> <p>Please be assured that you as a customer are important to us.</p> <p> </p> <p> </p> <p> </p> <p>Kind Regards</p> <p> </p> <p>Sales Department</p> <p> </p> <p>Eventually got cover installed after having called and insisted on speaking to Walton. I gather from a Pool Shop I use that in normal circumstances they are begging for business. Hopefully this will be the case once restrictions are lifted. I could not get through telephonically and had to call personally. There were numerous people with the same problem. Was told that the roll up station would be installed in January. Their arrogant reply does not even make mention of this promise. Must I call and then fall back to the bottom of the queue as they are too arrogant to look at their records. They are just punishing you but saying if you bother us you go back to the bottom of the queue!!!!</p>
Hi there
Thanks for your comment which also shows our attempts to communicate the delays to our customers and the written apology you received in response to your queries.
We tried to be as accurate as possible with intended delivery dates but the sheer pressure and volume of orders since water restrictions came in resulted in an unpredictable and unprecedented demand and a very anxious market of pool owners. Please understand that when new legislation comes into play without any real warning from local government, manufacturers are placed under extreme pressure. We reacted and scaled up resources as soon as we could but in this manufacturing scenario, we know the end customer does not see or feel that immediately. We are doing our best to support the country and Cape Town City’s water regulations.
We greatly appreciate the support we have had from the industry over many years and we are always there to serve the industry. We have lead innovation within the industry and continue to bring in new products and processes all the time. Likewise, the quality of our products is recognised as the best there is and we have been covering SA’s pools for well over 25 years. Thank you for your understanding. Now your order is complete, we hope you may be able to see the true value provided by our brand.
PowerPlastics Pool Covers
Hi there
Thanks for your comment which also shows our attempts to communicate the delays to our customers and the written apology you received in response to your queries.
We tried to be as accurate as possible with intended delivery dates but the sheer pressure and volume of orders since water restrictions came in resulted in an unpredictable and unprecedented demand and a very anxious market of pool owners. Please understand that when new legislation comes into play without any real warning from local government, manufacturers are placed under extreme pressure. We reacted and scaled up resources as soon as we could but in this manufacturing scenario, we know the end customer does not see or feel that immediately. We are doing our best to support the country and Cape Town City’s water regulations.
We greatly appreciate the support we have had from the industry over many years and we are always there to serve the industry. We have lead innovation within the industry and continue to bring in new products and processes all the time. Likewise, the quality of our products is recognised as the best there is and we have been covering SA’s pools for well over 25 years. Thank you for your understanding. Now your order is complete, we hope you may be able to see the true value provided by our brand.
PowerPlastics Pool Covers
Firstly to correct the initial response we were not a December client but rather an October client. Eventually after a great deal of frustration they installed the cover but promised to install the roll up station in January. It is now March and this still has not been sorted out despite numerous phone calls. They are clearly *********** as I got a call in January asking to come and measure. I pointed out to them that the cover is in place but we needed the roll up station. They promised to sort this out in the next few days. Needless to say this did not happen and I had to phone on numerous occasions to follow up. They eventually collected the cover to load the reinforcing two weeks ago and promised to reinstall it with the roll up station within the next week. Needless to say they let me down. After numerous calls to Randall and Walton they eventually found the order and promised to install yesterday. Unsurprisingly they did not pitch so I am back to the old problem of contacting them. Karen the owner never returns telephone calls and the staff protect her as if you ask to speak to her she is always in a meeting. Disgusting arrogant service which will no doubt come back to bite them when the drought is over and the situation comes back to normal.
Firstly to correct the initial response we were not a December client but rather an October client. Eventually after a great deal of frustration they installed the cover but promised to install the roll up station in January. It is now March and this still has not been sorted out despite numerous phone calls. They are clearly *********** as I got a call in January asking to come and measure. I pointed out to them that the cover is in place but we needed the roll up station. They promised to sort this out in the next few days. Needless to say this did not happen and I had to phone on numerous occasions to follow up. They eventually collected the cover to load the reinforcing two weeks ago and promised to reinstall it with the roll up station within the next week. Needless to say they let me down. After numerous calls to Randall and Walton they eventually found the order and promised to install yesterday. Unsurprisingly they did not pitch so I am back to the old problem of contacting them. Karen the owner never returns telephone calls and the staff protect her as if you ask to speak to her she is always in a meeting. Disgusting arrogant service which will no doubt come back to bite them when the drought is over and the situation comes back to normal.