Robert A

Non-existent Service Levels

Rubicon Cape Town. On my first visit to their large extended series of units I rang on the marked door, wandered around, walked up the ramp marked Dispatch, then Drove up the ramp and wandered around. Eventually I found someone who said Dispatch was in fact 5 units down the road. On reaching the correct Dispatch I found the counter staff to have very little in terms of customer liaison skills. I was ignored (not greeted and told someone would attend). When I did get the nod to state my business the person did not look at me; continued to tinker on his computer, and after the award silence I asked if I would be attended to the person slowly rose, walked up to the printer, and took the order to another person. No engagement. Here I was spending R32,000 for 2 batteries, and being treated like something unwanted on a shoe. Wind forward. My business is looking for some large electrical cabinets; a first order of probably R100,000. This company is the distributor for a make that could fit our needs. I called - No Answer. It took something like 9 calls to finally have the call answered. Back and forth and I had the email address of someone I could send my requirements. to; which I did. Nothing. No acknowledgement, message, or anything. A week later, and a further 16 calls before having the call answered, I reached the person who had committed to getting my query to the correct person. Now mine is not the run of the mill query; it is a big job and I prefer dealing with a small number of suppliers to limit my admin so it was not overtly a quote comparison. This person finally found my email, said he had forwarded it to the correct department and would put me through to that department. So I finally reach someone in the department who wants me to repeat everything that would have been in my email because this person had no knowledge of my email. My response was for this person to make contact with the person who had committed to get the request to the correct person, and to call me when that exchange was done. No Response yet. So do I want to do any business with RubiconSA? NO.