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IMPORTANT: Missing parts service update
Hellooo,
It’s been a while since I last wrote a blog post so wanted to share some news which will hopefully come as a relief to some of you.
Firstly, I’ve been going through our customer survey feedback this week and enjoying a warm glow from reading the many kind and supportive comments shared, as well as the helpful suggestions to improve our service. Thank you to everyone who took part – it is extremely helpful to us 😊
A few of you mentioned your frustration with COBI’s missing parts service – mainly uncertainty around whether your online claim had been received and delays in receiving the part(s) requested. There were understandable delays in January amplified by the high volume of sales over Christmas and Covid restrictions etc. when COBI was struggling to keep up with the high volume of requests, but here we are in March with customers reporting similar issues.
As some of our longer-term customers will recall, we used to handle all of your missing part requests so we could chase COBI on your behalf if necessary. COBI then introduced their automated online service where customers could submit requests direct to them in Poland, but this is obviously a less personal way of doing it.
With this in mind, I contacted COBI this week to get an update. They assured me the service is back to normal. But taking into account our feedback, they suggested that our customers could submit their claims direct to us at BrickTanks, so we can forward them to COBI for you and keep you updated. Hopefully this will speed up the process and provide some reassurance that your claim is being dealt with. You can still use the COBI online form, if you prefer, but we are very happy to assist you as well. If you have any questions please give us a call on 01823 240910 (Monday – Friday 8.45am – 4.30pm) or email admin@bricktanks.co.uk.
Warmest wishes,
It’s been a while since I last wrote a blog post so wanted to share some news which will hopefully come as a relief to some of you.
Firstly, I’ve been going through our customer survey feedback this week and enjoying a warm glow from reading the many kind and supportive comments shared, as well as the helpful suggestions to improve our service. Thank you to everyone who took part – it is extremely helpful to us 😊
A few of you mentioned your frustration with COBI’s missing parts service – mainly uncertainty around whether your online claim had been received and delays in receiving the part(s) requested. There were understandable delays in January amplified by the high volume of sales over Christmas and Covid restrictions etc. when COBI was struggling to keep up with the high volume of requests, but here we are in March with customers reporting similar issues.
As some of our longer-term customers will recall, we used to handle all of your missing part requests so we could chase COBI on your behalf if necessary. COBI then introduced their automated online service where customers could submit requests direct to them in Poland, but this is obviously a less personal way of doing it.
With this in mind, I contacted COBI this week to get an update. They assured me the service is back to normal. But taking into account our feedback, they suggested that our customers could submit their claims direct to us at BrickTanks, so we can forward them to COBI for you and keep you updated. Hopefully this will speed up the process and provide some reassurance that your claim is being dealt with. You can still use the COBI online form, if you prefer, but we are very happy to assist you as well. If you have any questions please give us a call on 01823 240910 (Monday – Friday 8.45am – 4.30pm) or email admin@bricktanks.co.uk.
Warmest wishes,
Zoë
Company director
Company director
Mark C
I’ve found Cobi’s parts service generally very reliable and the communication pretty decent. The main delays seem to be caused by post Brexit customs checks, dreadful thing smuggling in small plastic pieces! ;)
I’m sorry to hear that some people have had problems with it, and thank you for starting up your service again. :)