s**t Customer service from Westfield

[TIG Brother]

i live an hour away from the factory, so i still decide to go up there and pick things up myself, just leaves out the issue of dispatch and i can sort out any problems whilst i am there

[Mark (smokey mow)]

Guy's I sympathise with the problems you're having and it's a right pain in the    when thing's aren't going right and there's issues but have you tried voicing your concerns directly to Julian Turner using the email address he posted earlier on in this thread?

complaint@westfield-sportscars.co.uk

[Rolsty]

reading all this is mistifying to me !

for my two penneth i am on my second build and seem to be lucky then as each time i phone the factory  i get through to parts or to mark or simon !

any time i order parts they are here within a couple of days.

i am and always have enjoyed the westfield experience as much as i would recommend them without hesitating so it is amazing to me to read this as i have always thought the quality and servce is the best !!!!!

just thought i would add my bit !!!!!

[mark.anson]

I'm sorry I have to bring this to the top of the list again but I've endured a lot of these problems and others besides, too long a list I shan't even go into not least as I may smash my laptop on the wall before I've actually completed this post.

I think the support has been terrible throughout my build and am really very cross about the number of parts missing, not correct and times I've been told we'll call you back today and heard NOTHING!! oh and the bare faced lie of, we'll send it out today only to still be waiting 6 weeks down the line.

The thing that gets me most however is that I feel I have been fully justified in many of my complaints and feel I've been treated awefully but they just do not seem to care at all.

I just want the whole build done and overwith. ASAP.

Nice first post! Shame.

yes we all know that there has been some issues at the factory earlier in the year, but ive ordered stuff recently and the service has been excellent.

Gavin and the other guys in parts are and always have been very good and im sure any problems there has been in the past are beyond there control.

It seems that things are getting better.

As far as support for your build......well rather than get frustrated with the factory ask a question in the techie talk section of the forum or do a search.

It is almost certain that someone will have an answer to your problem and be able to send photos if your stuck.

[Rory's Dad]

I'm sorry I have to bring this to the top of the list again but I've endured a lot of these problems and others besides, too long a list I shan't even go into not least as I may smash my laptop on the wall before I've actually completed this post.

I think the support has been terrible throughout my build and am really very cross about the number of parts missing, not correct and times I've been told we'll call you back today and heard NOTHING!! oh and the bare faced lie of, we'll send it out today only to still be waiting 6 weeks down the line.

The thing that gets me most however is that I feel I have been fully justified in many of my complaints and feel I've been treated awefully but they just do not seem to care at all.

I just want the whole build done and overwith. ASAP.

Nice first post! Shame.

yes we all know that there has been some issues at the factory earlier in the year, but ive ordered stuff recently and the service has been excellent.

Gavin and the other guys in parts are and always have been very good and im sure any problems there has been in the past are beyond there control.

It seems that things are getting better.

As far as support for your build......well rather than get frustrated with the factory ask a question in the techie talk section of the forum or do a search.

It is almost certain that someone will have an answer to your problem and be able to send photos if your stuck.

That's a good point.  I had problems with my wide track and to name Tigger as one of many, I soon got photos, detailed instructions, a bit of P**s-taking and some really helpful advice really quickly.  The WSCC is a great resource in all sorts of ways        

As for parts, picking them up from stores is a good way and a chance for you to put a face to your name next time you call.

Rory's Dad

[PistolKnight]

I do appreciate those last two points guys thank you but my problems lie more with the supplying of wrong parts and getting new ones rather than the actual build of the car for which owners have actually helped me a huge amount and they are an excellent source of information. This has been mainly over the summer though so not really that much earlier in the year.

I have also been to the factory on a number of occasions so my face is known to the people I speak to but I can't go there too often as I really don't live close enough for that.

[ban1216]

I have come to the conclusion in the short period that i have dealt with westfield that it is much easier for me to go to the factory and collect or order parts than it is to try and call or use the website and i live about 86 miles away so it takes a sizeable chunk of time for me to do this but i still find it worthwhile to take the trip

The parts dept is a litle disorganised but i find talking to gavin very helpful but i do think the lads in the parts dpt are over loaded and cannot deal with all that they are asked to do with the inadequate phone system that they have in place

I have found myself talking to one of the guys on the counter on the phone and when he says he will transfer me i beg him not to and to actually take his phone to the person i want to talk to cos you just get b****y answer machines  

[XTR2Turbo]

I've never had anything but great service from Gavin in parts. Very knowledgeable and helpful.

I also attended the Westfield active event on Saturday. i had a technical questions. One of the team (Russ) promised to check first thing Monday and sure enough just after 8 this morning I received a text with the answer.

Regards

David

[SteveD]

built several westfields and owned around 8 westfields  and have ordered loads from the factory for the race cars and road cars  and i have never had a problem really   parts have allways been more than helpfull on every occasion  

[stephenh]

Credit where credit is due. Yesterday I rang Parts. First time was in the morning and the line was busy. Not surprising really on a Monday morning. Rang again in the afternoon, phone answered promptly. Placed my order, paid by credit card, and this morning package has arrived by courier.

I cant really see how they could have done better than that.

WELL DONE PARTS!!

[matt_c]

Credit where credit is due. Yesterday I rang Parts. First time was in the morning and the line was busy. Not surprising really on a Monday morning. Rang again in the afternoon, phone answered promptly. Placed my order, paid by credit card, and this morning package has arrived by courier.

I cant really see how they could have done better than that.

WELL DONE PARTS!!

And Dave is off sick so they are one man down.

I have to say that yes I've had some minor issues with my kit but most have been resolved now.

I can always get through on the phone when I call and virtually all of my emails have been answered within 24 hours (Both Pre-Sales and Post-Sales).

Simon Westwood, Gavin and Dave in parts have all been helpful.

So far I've had no substantial reason to complain.

[deanoecosse]

the annoying thing for me is that we're still hearing the same thing "can't get anyone to answer the phone". I'm in the middle of building a kit and need to phone Westfield on a fairly regular basis to chase missing parts (the other annoying thing is its seems to be the same parts that are missing with a lot of builders, and Westfield really need to sort that out), but last week I had to phone 12-15 times over a period of 4 days at various times of the day before I actually got someone to answer the phone! bearing in mind the phone rings for a full MINUTE before the answermachine kicks in, thats a really poor show in my opinion.

Thats a load of potential business they are missing out on which in these credit crunch times isn't a clever thing to be doing.

As others have said, the parts guys themselves are a good bunch of lads so I can only assume its a lack of staff as being the reason for the unanswered calls. Getting an extra member of staff in on minimum wage purely to answer the phone isn't gonna break the bank but would it would go a long long way to keep existing & potential customers happy with the Westfield experience.

I wonder if we'll still be hearing these same stories in 12 months time??

[matt_c]

Have any of the people posting complaints here sent their complaints to Westfield via the correct channels?

[Moody Blue]

I sent an email 10 mins ago reminding Gavin re some missing parts - received reply just now confirming he will deal with and send parts. If the parts arrive in the next few days I will be back to being happy with WSC. Will post further when items received.

Moody Blue

Rutland's only Westfield?

[Moody Blue]

I sent an email 10 mins ago reminding Gavin re some missing parts - received reply just now confirming he will deal with and send parts. If the parts arrive in the next few days I will be back to being happy with WSC. Will post further when items received.

Moody Blue

Rutland's only Westfield?

Pleased to report that I received an email from Gavin yesterday confirming parts had been dispatched and they duly arrived by FedEx at 11.30 this morning.

Guess that problems earlier in the year were temporary so faith now restored!

Moody Blue

Rutland's only Westfield???