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  1. #1

    koi dealers general customer service

    Is it just me or are most dealers kind of rude and cant be bothered with you unless you are in there to lay £1500 on a fish? I have 3 dealers within a 20 min drive of me, i went in to 1 the other day to grab a cpl airline bits nobody else in there and the dealer said 2 words to me, one was "there" with a point when i asked if he had any 1 inch elbows and the other was the price. Just popped in to another place on my way in to work to get some aqua source resolve for when i need it and the same thing, looked at me then looked away as i came in, nobody else in there, i said hello, got nothing back, asked if he had or was getting any haliea v60 pumps in as there was the other sizes..."no" looked at the aqua source bit no resolve and walked out. I do try to get things from local dealers but i think i might just get things online from now on



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    Senior Member Rank = Supreme Champion Ajm's Avatar
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    Yeah I have 2 here one remembers all your fishes names and every one knows every ones life story can just call in for a cuppa . then a one 5 mins up the road blank you if you go in for food or gold fish but go in for 2k koi and they all over you

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    Senior Member Rank = Supreme Champion davethefish1's Avatar
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    Unfortunately koi dealers are like car dealers.
    There are good and bad ones.

    My 'local' koi dealer is 30 miles away.
    And is a clean, modern, friendly place to shop.
    Which is what we are doing...shopping

    Some of the places I've been to, have, though not outright unfriendly.
    Definitely have not been very welcoming, and quite condescending.
    Answer... easy...avoid.

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    Senior Member Rank = Mature Champion smartin's Avatar
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    Agree with you mate, got a few big dealers not too far away from me and same thing quite rude and short with you, me and the wife were in one big outlet and nobody even approached us so we left, my brother put me in touch with Drew at koi water life, I have driven over to him a few times, difference is he works from home, he books you an appointment, its more one to one and you feel like he is providing you with a good all round service, no pressure no nonsense, helpful and on the end of the phone if you need advice, friendly and knowledgeable guy, ticks all the boxes for me....

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    Senior Member Rank = Supreme Champion freddyboy's Avatar
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    Always buy everything online. Even my fish.
    Can t stand the rudeness of koi dealers.
    At least online it's you and the keypad.
    At least the key board don t show arrogance. koi dealers general customer servicekoi dealers general customer servicekoi dealers general customer service you don t like the keypad just throw it at the wall.
    koi dealers general customer servicekoi dealers general customer service

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  11. #6
    Senior Member Rank = Supreme Champion Ajm's Avatar
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    Am starting to use online buying more now when I got that fish from wimborne its was in great condition I was worried about the delivery for no reason . Still would be worried about not seeing a fish if it was a big price tag but I I fancy doing a 10 fish grow on in the winter so that I will just buy online like might use your place fred at blackers

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  13. #7
    Senior Member Rank = Supreme Champion RS2OOO's Avatar
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    I personally think most Koi Dealers aren't great at Customer Service.

    Even some of the best and most respected Dealers don't return emails and sound too busy to speak to you when you phone.

    Get into an interesting conversation with them and they are great which to me suggests they are nice people but have become so frustrated with customers who mess them around, repeatedly phone to ask if their fish is ready for collection etc that they initially tar everyone with the same brush.... Up until the point you spend big money.

    I've witnessed it myself when in the shop, mid conversation the phone rings, he answers, customer wanting to collect their Koi, the koi is at 18C but the customer's pond is at 12C, 5 mins later phone goes again, another customer asking exactly the same thing, the dealer gives the caller short shrift before telling me that customer has called 3 times in the last fortnight wanting to collect a Koi even though he's 6 degrees colder than the shop.

    Then the phone rings again, someone who isn't even a customer ringing to ask what treatment they need for their fish sitting on the bottom....

    Poor customer service is indefensible, and I swear they'd make a lot more money if they focussed on this aspect, but Dealers are ex Koi enthusiasts as opposed to trained customer service representatives and I think this is where the problem lies.

    On the other hand, Drew from Koi Waterlife will give you all the time in the world and happily chat with anyone for hours regardless of their knowledge level, but as he's now working from a back garden as opposed to a large premises I suspect great customer service isn't enough to make you rich.

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  15. #8
    I always forget about drew, hes only 30 ish mins away too, Paul at chosen koi runs his business the same way and cant fault him at all.
    Im a Body piercer and deal with high end jewellery if someone comes in and wants a standard lobe piercing for £45 they get treated exactly the same as the person that comes in for something done with 18k rose gold with diamonds for £2000

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    Extreme Koi Member Rank = Supreme Champion john1's Avatar
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    This is a very good discussion for these boring winter days.

    I buy all my products on line even koi but only Tosai and older ones I like to see in the flesh.
    As for customer service we had a discussion not so long ago and if i get bad service even on the phone i will not use them again, end of.

    There is no excuse for rudeness and if it happens then in my opinion they shouldn't be in business.
    I remember walking into a place nothing to do with koi and the bloke said " what can I do you for " made my blood boil and I walked out saying nothing, he replied on my leaving " something I said " my wife said to me leave it.
    Some folk find that funny but not me I am afraid.

    So on the hole I stick to on line orders but agree with above they favour the big spenders,suppose they have to make a living.
    John

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    Senior Member Rank = Supreme Champion Ajm's Avatar
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    Me and a lad from work when we were working away making descent money so for a laught and a test we got our wages out the bank and walked in to goldsmiths in our work gear chainsaw pants ripped to shreds up the eyes every thing the look of discussed and bad manners from the staff were shocking until we pulled the notes out and said not it doesn't matter the look on their faces were priceless wonder if they learnt their lesson????

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    Senior Member Rank = Grand Champion samp09's Avatar
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    Quote Originally Posted by sephuk View Post
    Is it just me or are most dealers kind of rude and cant be bothered with you unless you are in there to lay £1500 on a fish? I have 3 dealers within a 20 min drive of me, i went in to 1 the other day to grab a cpl airline bits nobody else in there and the dealer said 2 words to me, one was "there" with a point when i asked if he had any 1 inch elbows and the other was the price. Just popped in to another place on my way in to work to get some aqua source resolve for when i need it and the same thing, looked at me then looked away as i came in, nobody else in there, i said hello, got nothing back, asked if he had or was getting any haliea v60 pumps in as there was the other sizes..."no" looked at the aqua source bit no resolve and walked out. I do try to get things from local dealers but i think i might just get things online from now on
    Shame to be treated like that mate, I generally stick with Koi Logic and I can honestly say they have always been helpful with me, and patient as I often know what I want but have no idea what its called, and all the guys have looked after me to be fair to them. I went in the other week to get some food, arriving about 16:25 when they close at 16:45, and I ended up leaving around 17:00 chatting to them both for a while feeling no pressure to leave.
    Sometimes people are having a crap day and you end up rolling in at the wrong time too, but I find with my job as a delivery driver sometimes a crap day can be changed with a single positive interaction with a customer so its always better to make the effort.
    Last edited by samp09; 07-02-2020 at 10:30 PM.

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    Senior Member Rank = Grand Champion samp09's Avatar
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    Quote Originally Posted by freddyboy View Post
    Always buy everything online. Even my fish.
    Can t stand the rudeness of koi dealers.
    At least online it's you and the keypad.
    At least the key board don t show arrogance. koi dealers general customer servicekoi dealers general customer servicekoi dealers general customer service you don t like the keypad just throw it at the wall.
    koi dealers general customer servicekoi dealers general customer servicek
    The auctions Kev runs at exclusively Koi always tempt me on a Friday night!But being a new pond owner I am looking forward to going into a shop with some new stock in and picking fish out I like rather than being tempted because the Showa on eBay looks like it might turn out ok and is only £15

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  25. #13
    i agree with you about koi logic, been in there a fair few times and they are always good.

    Quote Originally Posted by samp09 View Post
    Shame to be treated like that mate, I generally stick with Koi Logic and I can honestly say they have always been helpful with me, and patient as I often know what I want but have no idea what its called, and all the guys have looked after me to be fair to them. I went in the other week to get them fish and some food and arrived about 16:25 when they shut at 16:45 and I ended up leaving around 17:00 chatting to them both for a while and felt no pressure to leave.
    Sometimes people are having a crap day and you end up rolling in at the wrong time too, but I find with my job as a delivery driver sometimes a crap day can be changed with a single positive interaction with a customer so its always better to make the effort.

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    Senior Member Rank = Hassai big h's Avatar
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    Quote Originally Posted by samp09 View Post
    The auctions Kev runs at exclusively Koi always tempt me on a Friday night!But being a new pond owner I am looking forward to going into a shop with some new stock in and picking fish out I like rather than being tempted because the Showa on eBay looks like it might turn out ok and is only £15
    Ive just bought a lovely Kumonryu from him .Seems a nice person to deal with

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    Senior Member Rank = Supreme Champion freddyboy's Avatar
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    Around the Hull area there used to be a few koi dealer shops. The only one I know of now that's still going. Is ings.
    So now they don t have much competition.
    There equipment is pretty pricey now. Compared to online. Such as pumps. And air pumps. Pipe work fittings.
    I used to buy all my gear there. And they have a bloke there called Ritchie very helpful. But the rest of the staff ain't got a clue.
    When I compare prices with there prices online I can save about quarter of what there charging.
    No brainer really

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    Senior Member Rank = Hassai big h's Avatar
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    7169FBCF-6156-46C1-818B-F975F2498E34.jpg Delivery in 5 weeks to suit me Good service
    Last edited by big h; 07-02-2020 at 05:33 PM.

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  33. #17
    Senior Member Rank = Supreme Champion freddyboy's Avatar
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    Quote Originally Posted by big h View Post
    7169FBCF-6156-46C1-818B-F975F2498E34.jpg Delivery in 5 weeks to suit me Good service
    Nice looking fish H. Nice addition.

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    Senior Member Rank = Grand Champion samp09's Avatar
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    Quote Originally Posted by big h View Post
    7169FBCF-6156-46C1-818B-F975F2498E34.jpg Delivery in 5 weeks to suit me Good service
    I assume you are talking about exclusively koi? it is a great service and they have a nice little set up there. I collected my fish when I got them

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    Senior Member Rank = Hassai big h's Avatar
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    Quote Originally Posted by samp09 View Post
    I assume you are talking about exclusively koi? it is a great service and they have a nice little set up there. I collected my fish when I got them
    Yes bud. Im paying for a courier so may as well get a few

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    Senior Member Rank = Grand Champion samp09's Avatar
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    Quote Originally Posted by big h View Post
    Yes bud. Im paying for a courier so may as well get a few

    Yeh I know what you mean!theres bee a few bigger ones on there recently. When I collected mine a month back some had only recently arrived and were lovely fish in QT

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