Shame on you
Posted 20-07-2011 at 05:03 PM by steviemackin999
The hidden GUIDELINE’s
Having been an avid follower of distinguished fly fishing venues all over Scotland my faith in the sport was brought under serious scrutiny, it all started with poor customer service and hidden agendas to manipulate the consumer, The problem lies with the fine detail and conditions you buy rods, on a recent exercise and promoting the sport to wannabe potential customers my precious rod was accidentally damaged, no problem I thought as I bought it with an unconditional guarantee, or so I was told as it transpired we only buy 12 months warranty and we are held liable for the post and package, not too bad you say me neither, for that matter, however the post and package cost £40.00 now that’s steep and some other well-known brands are a lot more.
I can post anywhere in the UK up to 2.5KG for £8.75 City link pick – up and deliver ( brilliant)
So here we are what do we do next I contacted the manufacturer at the top of the tree, every single director in Sweden and the MD STEIN THORVALDSEN.
What happened next left me a little dumb founded, the first point of contact came from the guys where I bought the rod, GAC Glasgow as a direct result from Guideline sales team, The director Paul was very apologetic, As I explained to him not his problem as I believe and still believe the problems lies with Guideline fishing handling cost.
As a result, I really despise poor service and did what a lot of us should do and binned every single rod I bought over 7 years from that manufacturer. 22 to be exact.
A few more weeks goes buy, I made a few contacts to other potential not so recognised brands and decided to go with Michael Evans own brand, Well respected knows what he likes and does whatever he can to keep the sport alive, this guy sings from the same song book as me, I explained my dilemma, he offered 2 rods for the price of one and an unconditional guarantee no questions, He went one stage further he offered to repair or replace a rod for one of my client group, who bought the rod 8 years ago free of charge,
Now that’s customer service.
In the interim Laurie( UK Sales Guy) from Guideline is on the phone 3 weeks later says he would like to offer a solution to the issue, I explain I have no more of his product and as a jester of good will, why doesn’t he offer me a pair of match rods, A reasonable offer, returning my faith in the product the brand and the service.
The response I will come back to you on Monday. Monday came and went, Tuesday the same and so on ect ect ect. STILL WAITING. As it transpired the ability to resolve situations and keep customers, is way down the GRAVY line not the GUIDELINE, you may be big but no matter how big you are you are only as good as your customer allow it.
So my fellow compatriots as a very well know man once said ( when you are behind a great cause it’s good to know that you’re not alone)
If you want to allow bigger companies to rip the back side out of us, then you have to deal with all of us, no matter who they are, where they come from, or how much money they earn. We have a democratic wright to have the final say on how we should be treated; Sometimes you need to bend to keep us happy and it’s not the cost of throwing away your product I can always replenish that.
The big question lies with what do you do next to keep us your loyal and faithful followers and the users and repeat users of your product, because the guys in Sweden are obviously struggling in this field.
So before you go out and buy that rod above all rods read The GUIDELINE’s don’t buy until you get that guarantee because without sales someone else is always willing to pick up the olive branch.
Over the years I have wrote many reviews and recommendations maybe it’s about time I revisited going that little bit deeper clearing the surface of fancy paint work and getting to the nitty gritty behind the brand you decide…and name and SHAME you know who’s???
Steven Mackin
Having been an avid follower of distinguished fly fishing venues all over Scotland my faith in the sport was brought under serious scrutiny, it all started with poor customer service and hidden agendas to manipulate the consumer, The problem lies with the fine detail and conditions you buy rods, on a recent exercise and promoting the sport to wannabe potential customers my precious rod was accidentally damaged, no problem I thought as I bought it with an unconditional guarantee, or so I was told as it transpired we only buy 12 months warranty and we are held liable for the post and package, not too bad you say me neither, for that matter, however the post and package cost £40.00 now that’s steep and some other well-known brands are a lot more.
I can post anywhere in the UK up to 2.5KG for £8.75 City link pick – up and deliver ( brilliant)
So here we are what do we do next I contacted the manufacturer at the top of the tree, every single director in Sweden and the MD STEIN THORVALDSEN.
What happened next left me a little dumb founded, the first point of contact came from the guys where I bought the rod, GAC Glasgow as a direct result from Guideline sales team, The director Paul was very apologetic, As I explained to him not his problem as I believe and still believe the problems lies with Guideline fishing handling cost.
As a result, I really despise poor service and did what a lot of us should do and binned every single rod I bought over 7 years from that manufacturer. 22 to be exact.
A few more weeks goes buy, I made a few contacts to other potential not so recognised brands and decided to go with Michael Evans own brand, Well respected knows what he likes and does whatever he can to keep the sport alive, this guy sings from the same song book as me, I explained my dilemma, he offered 2 rods for the price of one and an unconditional guarantee no questions, He went one stage further he offered to repair or replace a rod for one of my client group, who bought the rod 8 years ago free of charge,
Now that’s customer service.
In the interim Laurie( UK Sales Guy) from Guideline is on the phone 3 weeks later says he would like to offer a solution to the issue, I explain I have no more of his product and as a jester of good will, why doesn’t he offer me a pair of match rods, A reasonable offer, returning my faith in the product the brand and the service.
The response I will come back to you on Monday. Monday came and went, Tuesday the same and so on ect ect ect. STILL WAITING. As it transpired the ability to resolve situations and keep customers, is way down the GRAVY line not the GUIDELINE, you may be big but no matter how big you are you are only as good as your customer allow it.
So my fellow compatriots as a very well know man once said ( when you are behind a great cause it’s good to know that you’re not alone)
If you want to allow bigger companies to rip the back side out of us, then you have to deal with all of us, no matter who they are, where they come from, or how much money they earn. We have a democratic wright to have the final say on how we should be treated; Sometimes you need to bend to keep us happy and it’s not the cost of throwing away your product I can always replenish that.
The big question lies with what do you do next to keep us your loyal and faithful followers and the users and repeat users of your product, because the guys in Sweden are obviously struggling in this field.
So before you go out and buy that rod above all rods read The GUIDELINE’s don’t buy until you get that guarantee because without sales someone else is always willing to pick up the olive branch.
Over the years I have wrote many reviews and recommendations maybe it’s about time I revisited going that little bit deeper clearing the surface of fancy paint work and getting to the nitty gritty behind the brand you decide…and name and SHAME you know who’s???
Steven Mackin
Total Comments 5
Comments
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How many of you have had the run arround from branded names, lets bring it together and see how far we can take it!!!Posted 20-07-2011 at 05:05 PM by steviemackin999
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Thanks for your e-mail – Just to repeat our service rules.
If your rod is broken/Snapped within our guarantee time of 12 months and there is a material reason for it – you should get your rod or section replaced for free.
----------------------,,------------------------------------------------------------- but done yourself as an accident, cardoor, rocks etc, you have to pay a service charge for the replacement.
If your rod is older than 12 months you have to pay a service charge for the replacement.
We have our dealers around in the UK, not only for selling products but also to help out with the service and any problems for our customers, that’s why I also asked Lawrie Hickman our
UK responsible person to contact you – I’m sorry but I cannot involve myself in thousands of end customers around. This must be solved by our dealer or by Lawrie Hickman.
I spoke to Lawrie yesterday and he will contact you after he has finished the CLA game fair.Posted 22-07-2011 at 07:53 AM by steviemackin999
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Thank you for your e-mail
I’m sorry to hear that you are unhappy with our service, cause we have a strong drive in our organization to keep a high ongoing service level .
It’s difficult for me to comment on your case as you do not tell about which kind of rod you had problems with and how old it was.
What I can say is that we have for all new Guideline rods except for the Reaction rods, a 12 month warranty for material or factory/manufactoring faults.
After the 12 month period we have an Guideline instant express service where you can get you rod fixed or changed parts for a small amount of money compare to the price of a new rod.
Our Reaction rod series have a lifetime warranty to the first owner.
I have to apologize for the 2 month’s waiting time to get your rod fixed which is not what it should be – we had a few problems to get spare parts from the factory output this spring and I believe your
rod section was among this.
I do hope you have not lost your faith on our rods products after this.
If it’s anything we can do let me know.
cc. Paul Devlin, Glasgow Angling
Best regards
Stein Thorvaldsen, MDPosted 22-07-2011 at 07:55 AM by steviemackin999
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Stein ThorvaldsenDear Steven Thanks for your e-mail – Just to repeat our service rules. If your rod is broken/Snapped within our guarantee time of 12 months and there is a material reason for it – you should get your rod or section replaced for free. ----------------------,,-------------------------------------------------------------07:05
Stein Thorvaldsen [Stein.Thorvaldsen@guideline.no]Actions
To:MMackin, StevenCc:MLawrie Hickman [Lawrie.Hickman@guidelineflyfish.com]
Inbox22 July 2011 07:05
Dear Steven
Thanks for your e-mail – Just to repeat our service rules.
If your rod is broken/Snapped within our guarantee time of 12 months and there is a material reason for it – you should get your rod or section replaced for free.
----------------------,,------------------------------------------------------------- but done yourself as an accident, cardoor, rocks etc, you have to pay a service charge for the replacement.
If your rod is older than 12 months you have to pay a service charge for the replacement.
We have our dealers around in the UK, not only for selling products but also to help out with the service and any problems for our customers, that’s why I also asked Lawrie Hickman our
UK responsible person to contact you – I’m sorry but I cannot involve myself in thousands of end customers around. This must be solved by our dealer or by Lawrie Hickman.
I spoke to Lawrie yesterday and he will contact you after he has finished the CLA game fair.
Med vennlig hilsen
Stein Thorvaldsen
Mobile: + 47 917 15 990
E-mail: stein@guideline.no
Web: Guideline
Mackin, StevenDear Stein Thank you for getting Lawrie to give me a call, unfortunate I was waiting on a return call on Monday on how we could move forward but still waiting, My suggestion was to replace me with a match pair of rods to rekindle the collection, as at thisWed 00:35
Mackin, StevenActions
To:MStein Thorvaldsen [Stein.Thorvaldsen@guideline.no]
Sent Items20 July 2011 00:35
Dear Stein
Thank you for getting Lawrie to give me a call, unfortunate I was waiting on a return call on Monday on how we could move forward but still waiting, My suggestion was to replace me with a match pair of rods to rekindle the collection, as at this moment in time on borrowing equipmentf to see me through the rest of our competition season..
Hopefully you can put the question to rest once and for all.
Kind Regards
Steven Mackin
--------------------------------------------------------------------------------
From: Stein Thorvaldsen [Stein.Thorvaldsen@guideline.no]
Sent: 17 June 2011 12:14
To: Mackin, Steven
Cc: Paul Devlin
Subject: SV: Mad
Dear Steven
Thank you for your e-mail
I’m sorry to hear that you are unhappy with our service, cause we have a strong drive in our organization to keep a high ongoing service level .
It’s difficult for me to comment on your case as you do not tell about which kind of rod you had problems with and how old it was.
What I can say is that we have for all new Guideline rods except for the Reaction rods, a 12 month warranty for material or factory/manufactoring faults.
After the 12 month period we have an Guideline instant express service where you can get you rod fixed or changed parts for a small amount of money compare to the price of a new rod.
Our Reaction rod series have a lifetime warranty to the first owner.
I have to apologize for the 2 month’s waiting time to get your rod fixed which is not what it should be – we had a few problems to get spare parts from the factory output this spring and I believe your
rod section was among this.
I do hope you have not lost your faith on our rods products after this.
If it’s anything we can do let me know.
cc. Paul Devlin, Glasgow Angling
Best regards
Stein Thorvaldsen, MD
Mobile: + 47 917 15 990
E-mail: stein@guideline.no
Web: Guideline
Fra: Mackin, Steven
Sendt: 16. juni 2011 15:53
Til: Stein Thorvaldsen
Emne: Mad Mad MAD
Dear Stein
I cannot contain the rage I have inside for the disappointing way that I have been addressed for having to pay for a repair to my guideline rod, I have over the years accumulated 22 rods all guideline and sold and recommended many more.
I have just picked up my rod after waiting for over 2 months on a repair at a charge of £40.00 pounds from Glasgow Angling centre.
Customer service goes a long way as I teach the values of company success to other organisations promoting good working practice.
Reputations are made and destroyed on bad service and I never thought that you would become one of them.
Over the last 10 years I have supported your brand wrote reviews and taken photographs for magazines and other organisations.
My Colleagues have branded me the title of Mr Guideline because after tried and testing many other product my integrity and belief in your product has sustained my faith in good marketing and excellent customer service.
However this is not true anymore much to my disappointed reunion to one of my old rods the lecie.
I find the cost incurred over excessive and unacceptable, As the young chap in the shop said this is what guideline charge for their repairs.
Here in Scotland when an Item is sold as being fully guaranteed it means fully guaranteed.
If this is how you aim to go on I will be seeking another product to use and all guideline products in my household will be scrapped.
I am one of the selective few who can afford to buy higher item products to use for leisure.
I would like to receive feedback on your views on how we can resolve the tranquillity, balance and faith back in your products.
Kind Regards
Steven MackinPosted 22-07-2011 at 07:56 AM by steviemackin999
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Stevie, i recently broke the tip section on my Snowbee. I sent the rod back to Snowbee UK with a £25 cheque enclosed on the Thursday, i received a phone call from them on the Monday saying that the rod was not able to be repaired and the model of the rod was no longer made and they will be sending a new more recent model rod out to me. I received the new rod on the Wednesday morning.
A very good service well done Snowbee UK.Posted 16-08-2011 at 05:54 AM by shooter270
