11-06-2015, 10:53 AM
I have a reply. Seems the LinkedIn post was potentially the most damaging for him (he is connected to me so all his connections see the post and I tagged their company account).
Stuarts response:
Good evening Paul. I have indeed just read your post and in the first instance I would like to apologise for what appears to be an error on our part. We do strive for perfection, like all companies, and the vast majority of the 65,000 tonnes of polymer per year we deliver to our ~900 clients works smoothly. Longfield has been in the polymer distribution business 47 years and in that time we have strived to provide innovative and cost effective solutions for our clients. Without wanting to make excuses, our system appears to have fallen down here and the situation has not been helped by me being out of the office for almost all of the past 4 weeks. We have also had staff changes in customer service, which will not have helped. I may have missed email(s) for some reason, it appears so. I am back in the office on Wednesday 11th November and will call you then to see what we can do to correct this situation. My mobile number is on my Linkedin profile (07785 523046) and please feel free to contact me directly on that by a call, text or wattsapp if it is ever necessary in future. Once again, sorry for any problems caused and I will endeavour to put things right for you if possible.
My reply:
Thankyou for finally acknowledging me Stuart. It's a shame you felt the need to use your response here to try and 'big up' your company, but I'm sure people will see that for what it is. I find it quite unlikely that you missed all of the emails from me, but if you say that is the case then so be it. I assume that your fellow directors and managers also missed the emails as they were sent copies too. Putting that scenario to one side one thing I know you did not miss are the phone calls I made to your office on Tuesday 20/10/15. You were in Germany the week before and working from home on Monday 19/10 ... if you can recollect. I phoned a number of times on Tuesday when you were physically in the office and you refused to take my calls as you were in a sales meeting with Nicci Mclean. I was promised you would return my call(s) but you never did. It has taken me sharing our shocking treatment on social media to finally get a response from you on behalf of Longfield. It is also a shame (and a costly one for us) that we have had extrusion lines closed for a week as a result of this sorry course of events. I look forward to your phone call on Wednesday 11th November and to hearing what you propose to 'correct the situation'.
And Andy McNight (Yoda) added his thoughts ...
Paul, I couldn't agree more with your comments. Having read the blog and Mr Stuart Forsyth's reply lets call it for how it is - bullshit. This makes me angry for so many reasons. The first is the arrogance of the man. He's back in the office on 11th November and he'll call you then? What is this 1986? Come on Mr Stuart Forsyth you "provide innovative solutions" for your clientys, how about using your mobile phone. You were quick enough to jump on it when Paul King started to use Social Media to get our attention but you cant call him until next week? Bullshit! That's pathetic! And therein lies another pile of crap, your lack of understanding of social media. You'd have garnered a great deal more respect Stuart if your response had been a personal message to Paul, resolve the issue and THEN post about how great your company is rather than use a complaint to try and defend what appears to be a whole heap of pretty basic performance errors on your behalf - personally and professionally. Sounds to me like your business couldn't manage its way out of a plastic bag....oh wait.... Just for the record, posting how great you are when a business has had to close down its production lines for a week makes you look like an idiot. I hope none of your other clearly far more important customers and partners don't see how little you care about Kingpak. They might start wondering if they'll be next..... Good luck with the resolution Paul, I think you're going to need it.
So, roll on Wednesday 11th November!
Stuarts response:
Good evening Paul. I have indeed just read your post and in the first instance I would like to apologise for what appears to be an error on our part. We do strive for perfection, like all companies, and the vast majority of the 65,000 tonnes of polymer per year we deliver to our ~900 clients works smoothly. Longfield has been in the polymer distribution business 47 years and in that time we have strived to provide innovative and cost effective solutions for our clients. Without wanting to make excuses, our system appears to have fallen down here and the situation has not been helped by me being out of the office for almost all of the past 4 weeks. We have also had staff changes in customer service, which will not have helped. I may have missed email(s) for some reason, it appears so. I am back in the office on Wednesday 11th November and will call you then to see what we can do to correct this situation. My mobile number is on my Linkedin profile (07785 523046) and please feel free to contact me directly on that by a call, text or wattsapp if it is ever necessary in future. Once again, sorry for any problems caused and I will endeavour to put things right for you if possible.
My reply:
Thankyou for finally acknowledging me Stuart. It's a shame you felt the need to use your response here to try and 'big up' your company, but I'm sure people will see that for what it is. I find it quite unlikely that you missed all of the emails from me, but if you say that is the case then so be it. I assume that your fellow directors and managers also missed the emails as they were sent copies too. Putting that scenario to one side one thing I know you did not miss are the phone calls I made to your office on Tuesday 20/10/15. You were in Germany the week before and working from home on Monday 19/10 ... if you can recollect. I phoned a number of times on Tuesday when you were physically in the office and you refused to take my calls as you were in a sales meeting with Nicci Mclean. I was promised you would return my call(s) but you never did. It has taken me sharing our shocking treatment on social media to finally get a response from you on behalf of Longfield. It is also a shame (and a costly one for us) that we have had extrusion lines closed for a week as a result of this sorry course of events. I look forward to your phone call on Wednesday 11th November and to hearing what you propose to 'correct the situation'.
And Andy McNight (Yoda) added his thoughts ...
Paul, I couldn't agree more with your comments. Having read the blog and Mr Stuart Forsyth's reply lets call it for how it is - bullshit. This makes me angry for so many reasons. The first is the arrogance of the man. He's back in the office on 11th November and he'll call you then? What is this 1986? Come on Mr Stuart Forsyth you "provide innovative solutions" for your clientys, how about using your mobile phone. You were quick enough to jump on it when Paul King started to use Social Media to get our attention but you cant call him until next week? Bullshit! That's pathetic! And therein lies another pile of crap, your lack of understanding of social media. You'd have garnered a great deal more respect Stuart if your response had been a personal message to Paul, resolve the issue and THEN post about how great your company is rather than use a complaint to try and defend what appears to be a whole heap of pretty basic performance errors on your behalf - personally and professionally. Sounds to me like your business couldn't manage its way out of a plastic bag....oh wait.... Just for the record, posting how great you are when a business has had to close down its production lines for a week makes you look like an idiot. I hope none of your other clearly far more important customers and partners don't see how little you care about Kingpak. They might start wondering if they'll be next..... Good luck with the resolution Paul, I think you're going to need it.
So, roll on Wednesday 11th November!
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