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They are on here. Ask here
I would be interested in the answer though as I am waiting on a quote for a couple of lenses.
Quotes come through in minutes. Arranged collection was a few days (they picked up my Fuji bodies last Thursday), notification of receipt was Friday quoting 3-4 working days for confirmation of valuation.
That’s where I’m up to at the moment.
Last time I dropped my canon gear down at their office and had the cash in bank within 24 hours, so things are a little slower this time
Quotes come through in minutes. Arranged collection was a few days (they picked up my Fuji bodies last Thursday), notification of receipt was Friday quoting 3-4 working days for confirmation of valuation.
That’s where I’m up to at the moment.
Last time I dropped my canon gear down at their office and had the cash in bank within 24 hours, so things are a little slower this time
It's now a full week since they received the lens and I have a updated quote. I accepted that within a few min of the email arriving, but again nothing. I would have expected to have been taken to a 'give me your bank details' page, but no, and no followup email in the following hours either. I even pinged a question off by email towards the end of the day, will see if I get a reply today.
Is this the normal process now?
Last time I used MPB (it was years ago!) I had the cash in bank within 24 hours of dropping off the kit and I've jumped to their defence ever since, but this time, while I didn't expect the same, I did expect the 'We aim to complete the transaction within 2 days' to be remotely accurate.
Very different experience this time:
Now waiting on a way to give bank details so I can start the next clock ticking.
- I requested the Quote on the 10th March - very quick. Promised the 2 day target to complete.
- Booked collection, but earliest they could do was the 13th for collection (I assume Monday was full), so I had to push back a couple of days to the Thursday (that's 2 days I introduced as a delay)
- Collected as promised on 15th.
- Email from MPB at 10.16am on the 16th to say it's arrived - notification that checking will now take 3-4 days.
- Checking complete email at 15.08 on the 22nd, offering lower amount
- Accepted lower amount within 10min - shown a screen saying payment will be made within 2 working days of receiving bank details.
From a consumer perspective in this 24/7 world we now inhabit, this seems very slow. Bear in mind they are now an international company, we're now up to 13 days elapsed (11 adjusted for my delay), with no firm end in sight.
I am sure @mpb.com will deliver eventually - it's not a question of trust, their reputation is sound on that front. It's a question of managing expectation and better communication. Don't suggest 2 days is the norm if it clearly isn't, and improve your comms! Nothing on this thread from them (and we know there are a sponsor here), and on the occasions when I have called, I've had to call / email back to get an answer as the promised callback never materialised.
Thanks Clare.Hi everyone,
Apologies for the delay that some of you have experienced with selling to us. Of course your custom means a lot to us so I will get this feedback passed on right away!
As it was mentioned here, we do not operate over the weekend - so we will look to change our messaging to make that clearer.
Please do get in touch with us on here if you want to discuss anything further and provide any feedback to us.
Thanks,
Clare - mpb.com
Hi everyone,
Apologies for the delay that some of you have experienced with selling to us. Of course your custom means a lot to us so I will get this feedback passed on right away!
As it was mentioned here, we do not operate over the weekend - so we will look to change our messaging to make that clearer.
Please do get in touch with us on here if you want to discuss anything further and provide any feedback to us.
Thanks,
Clare - mpb.com
I have to send a lens back on Monday that was much less than satisfactory upon arrival, it was filthy, I used 4 medi-wipes to clean it. I tried to get along with the lens after that but the manual focus ring is beyond 'a little stiff' - it is completely unusable. When I inquired about sending it back for store credit I was told you can only send out a direct replacement. This is nonsense, a customer has the right to full refund or store credit to the value of goods if the item was in any way faulty. An unusable manual focus on a lens is just that. I have sent Rachael back an email which might bring her more up to speed on consumer rights. For now, i guess I have to accept a replacement, let's hope this one is clean and fully functional!
Hi @Cagey75 - I'm very sorry to hear what happened with the lens you ordered - of course you should not have received the lens in that condition. Unfortunately we do not currently offer store credit to be used at a later date as an option, but again I will pass on this feedback.
Your replacement lens will be sent out once we receive the lens that you're sending back to us - we are making sure that the replacement is fully cleaned and in the correct condition too.
Thanks,
Clare
Waited until about midday with no response so emailed then again. This time I had a reply in about 10 min, with the link to the bank details.
Submitted the form, but just a note, it now says payment will be made within 3 working days (as opposed to the 2 working days on the revised quote).
At least it's just a waiting game now, no further need to watch for and respond to emails. If MPB do ever read this, my genuine suggestions to improve customer experience would be:
1. Set realistic expectations from the outset; Don't start with two days total before you hook the customer in, then extend each time you send out an email for the next step...
2. Streamline the experience for the customer - allow them to track their goods through the process via a web portal (you are no. 123 in the queue for evaluation, we expect this to take 2 days etc), and allow them to provide supplementary information when it's convenient for them (eg bank details).
3. Using same portal you could include photos of the damage to support a reduced valuation too.
Update.
Bank details were provided at 11:27 Friday morning.
Still waiting on payment today (Wednesday).
:-(
Update - decided to phone. Apparently I'm due to be on today's payment run , so will have my money tonight. "Are you sure?" I said, "you've had my details since Friday". He's sure. So watch this space...
A thing called ‘work’ gets in the way of their opening hoursYou can ring them ,they are helpful
agree with that,A thing called ‘work’ gets in the way of their opening hours
Add to that though I fail to see the point in them having a ‘get your quote’ section on their website if they fail to respond. May as well replace all that with a ‘call this number” section.