Mouldings defects/damage

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Re: Mouldings defects/damage

Postby Pauline Hutchinson » Mon Mar 19, 2018 10:47 am

We, Arqadia would be keen to talk with you to understand the issues and commit to resolve them. We work very closely with all our points of manufacture. This includes regular reviews of quality issues to ensure we identify negative trends and address them. That said, we know we aren’t perfect and we always strive to improve the service we provide to our loyal customer base. Please can we ask you to contact your local rep to start the dialogue and we will ensure we thoroughly investigate, review and resolve any issues we can identify.
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Re: Mouldings defects/damage

Postby fraggle » Mon Mar 19, 2018 2:02 pm

Chop may be an option but can be a longer turnaround time or I am restricted because of order size.
I accept there is some variation in wooden mouldings just very frustrating in this case because sample was so different to the actual mouldings and they were for a set.
Have been cleaning my workshop and found quite a few offcuts and rejects that I tried to make work but didn't and many which I didn't complain about.
Emailed supplier and asked them to phone me about it today but they haven't.
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Re: Mouldings defects/damage

Postby aceframer » Tue Mar 20, 2018 1:04 pm

I create about damage, defects and quality all the time and Arqadia will credit or resupply very quickly and are taking up a quality issue for me as they were also unaware of a manufacturer changing the base material, they also pack as I ask , Centrado deliver on their own vans and will put extra wrapping on if you push them to, Simons use the minimum of wrapping but will credit if its damaged, Lion ! well dont get me started there, I just don't use them now over quality issues. but the best way to avoid damage is to get friendly with your delivery drivers, dont blame them but hint they should get their loaders to look after your packages, its reduced my damages quite a lot
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Re: Mouldings defects/damage

Postby shogunswb » Tue Mar 20, 2018 1:13 pm

I have emailed Lion & Arqadia MD directly & have had a very nice, prompt reply from Aradia but nothing from Lion yet.
Need to sit down long enough to reply to Arqadia but will do soon.
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Re: Mouldings defects/damage

Postby Ed209 » Tue Mar 20, 2018 5:34 pm

I Have a Lion rep calling in on me next week so will bring up the the problems my fellow framers are having in genral and Lion in particular due to the lack of responce to "shogunswb" email to them

I am planning on using there chop service but...
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Re: Mouldings defects/damage

Postby Ed209 » Tue Mar 20, 2018 5:34 pm

I Have a Lion rep calling in on me next week so will bring up the the problems my fellow framers are having in genral and Lion in particular due to the lack of responce to "shogunswb" email to them

I am planning on using there chop service but...
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Re: Mouldings defects/damage

Postby shogunswb » Tue Mar 20, 2018 5:59 pm

I have now had a reply from Lion & a phone call which I wasn't able to take at the time so I'll be calling them back tomorrow.
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Re: Mouldings defects/damage

Postby Uncle Sumo » Tue Mar 20, 2018 9:16 pm

Man pops in and needs 20 frames. I'm snowed under and two regular assistants absent for 2 and 3 weeks respectively. Ordered 20 chops sets from Lion on Friday, arrived Monday, customer collects Thursday. Lion chop is ace. Chop is more expensive but can absolutely be the right choice.
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Re: Mouldings defects/damage

Postby prospero » Wed Mar 21, 2018 9:20 am

Lion have reps!!! :shock:

I've been dealing with Lion for 35years and never seen one. :|
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Re: Mouldings defects/damage

Postby aceframer » Wed Mar 21, 2018 10:36 am

I've been dealing with Lion for 35years and never seen one. :|[/quote]

lucky you, I think :giggle:
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Re: Mouldings defects/damage

Postby Steve N » Wed Mar 21, 2018 10:39 am

prospero wrote
"Lion have reps!!! :shock:

I've been dealing with Lion for 35years and never seen one. :|"


Just what I was thinking (25 years in my case) must be looking after the 'young-uns'
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Re: Mouldings defects/damage

Postby Ed209 » Wed Mar 21, 2018 10:54 am

They are a endangered species [emoji3]


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Re: Mouldings defects/damage

Postby Ed209 » Wed Mar 21, 2018 11:03 am

Your reps are on inside of catalogue, mug shots as well, bring them out of hiding


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Re: Mouldings defects/damage

Postby Steve N » Wed Mar 21, 2018 11:52 am

Ed209 wrote
"Your reps are on inside of catalogue, mug shots as well, bring them out of hiding "


Bit of a rouges gallery :giggle: :sweating: :lol:
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Re: Mouldings defects/damage

Postby shogunswb » Thu Mar 22, 2018 10:00 am

Well I've had discussions with both Arqadia & Lion via email & phone & this is what I've been told.

Arqadia:
I emailed Jonathan Burrage the MD directly with my/our concerns over product quality & damage caused by couriers & I had a very prompt reply saying that they had already picked up on this post so it's good to know that I'm guessing most of the suppliers keep an eye on whats going on but don't necessarily reply online.
Anyway Jonathan has assured me that the quality of the product is checked at various steps along the line, from process to them receiving the stock in the warehouse but accepts that the process is not perfect & that they are looking to improve but this is only going to happen if we report the problems.

To that end could anyone that has either quality or damage issues with their mouldings contact Arqadia & mention this post so that they know where the complaint is coming from & this will help identify problems.

Jonathan also told me that they have recently reviewed their packaging materials & this should stop damage caused in transit but I had to admit that I hadn't had a delivery from them recently so hadn't seen the changes.

Lion:
I emailed Martin Harrold the founder & chairman with the same concerns & he replied explaining that he was passing this onto 3 of the directors but addressed the passing by saying that he wasn't "copping out" but that this was not his area of expertise & that they would be better suited to handling the problems. The fact that he said this, told me that he had taken the time to read the post so that was fine with me.

I had a call from Darren who is the operations director & looks after packaging & shipping & he said that they have just changed couriers because of shipping problems & sure enough I had a delivery from DX couriers, with the main difference being, Tuffnels a guy turned up in a Transit rammed to the gunnels & having to climb over everything to get to items including my mouldings with was normally at the bottom of it all, to DX who turned up in a much larger van (too large for my area) with far fewer items & the mouldings & mount board actually strapped to the side. There was some small damage to the outer card, but knowing I was about to have a call with Darren I unpacked & unwrapped the mouldings & I'm happy to say there was no damage, there was a small amount of quality related issues but less than 1m on the ends out of 24m.
Darren also told me that the couriers had been instructed NOT to use the plastic bands as handles so if you see them using the straps as handles tell Lion & if there is any damage to the packages, sign for the delivery as DAMAGED (suggest you do the same for deliveries from any company). This way the report gets back to Lion & they can address it & if the mouldings have been damaged tell Lion.

I have yet to hear back from them about the quality issues but hope this will happen soon.
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Re: Mouldings defects/damage

Postby Ed209 » Thu Mar 22, 2018 1:25 pm

[img]https://uploads.tapatalk-cdn.com/20180322/b6eec43f9f0206c98c9f810f41af48cc.jpg[/img]

PEL look after there customers!
bit small even for me!



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Re: Mouldings defects/damage

Postby Ed209 » Thu Mar 22, 2018 1:25 pm

Oh [img]https://uploads.tapatalk-cdn.com/20180322/c3c79b8067e6c227e248c14ea7d7a33f.jpg[/img]


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Re: Mouldings defects/damage

Postby Steve N » Thu Mar 22, 2018 2:29 pm

Can't see a thing :xcomputer: :head:
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Re: Mouldings defects/damage

Postby shogunswb » Thu Mar 22, 2018 2:30 pm

Paste this into your browser or click on it.
https://uploads.tapatalk-cdn.com/201803 ... d7a33f.jpg
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Re: Mouldings defects/damage

Postby Steve N » Thu Mar 22, 2018 3:03 pm

thanks, not sure what to say to that :sweating: :wink:
Steve CEO GCF (020)
"Just because you seen it on the internet, does not make it true or right" -Abraham Lincoln
Proud to sell Ready Made Frames
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