Wow hard to get commitment from Mardy

[bar1135]

I tried sooooo hard to deal with Mardy as it seemd like he got good reviews. All I was looking for was filters, rad cap, temp sensor etc. My last conversation with him, after eventually getting him on the phone, he was going to call me back within the hour with all the prices. I am still waiting 3 weeks later and after numerous emails, calls.
He also was supposed to send me oil filters over a month ago. He said "I will get them out today (Monday)". Eventually an email arrived through this site saying he will send them next week wed as he is in California. The tel answering service was completely full and I was without a vehicle awaiting the oil filters as I had drained the oil expecting the filters on Tuesday. Eventually I got hold of Max Overdrive and received filters the next morning on Greyhound. Thanks M O. Wow Mardy seems like you need some help to look after this side of your business so you can get on with the other stuff that is more important to you.

[nvanadm]

I totally agree! I purchased my L300 through him in 2008 and love his service and the van. We haven't had a single issue! BUT, the last two times I tried to deal with him was painful. The first time it took over 6 months, yes OVER 6 months! by the time I paid for my filters to the time they arrived. I thought it was just a one off so last time I needed something I thought I would give him another chance because I do like him but after multiple emails and AGAIN several months later, to find out when he was gonna ship everything I finally said to give me a refund and I would buy elsewhere. I would really like to deal with him but I can't be planning 6 months in advance all the time.

[psilosin]

Agree 100%.

Few months back I got into another beef with Mardy due to unkept promises and waiting weeks and weeks for a response to my email about needing to order an oil filter. Only way I got a response was to take it to the forum like you...and then he just responded with excuses that I had already shown not true and tried to turn the blame to me with passive agressive comments. On top of that I received quite a bit of flack from other members over posting my thoughts like I was a blasphemer. Baaaaaah Baaaaah to you all I say

Its been an amazing experience...one I will never do again.

[MardyDelica]

Hi, sorry guys,
i am just in the middle doing export and than doing locally for delica.
its not easy for me and for you guys,
i do really apologized for this, as have a big opportunity for export heavy equipment kind of
stuck in the middle. not much staff to hire as not easy to make some money.
overhead is too high.
selling parts not making much money to support the overhead to run a shop and as a dealer.
need to get alternative to pay the rent.
not ignoring you guys its just sometime forgot and the load of work i do,
will keep improving not easy as business nows goes to overhead.
not making money all goes to expense. need to have alternative source to keep going.
i do understand the frustration as i am frustrated too.
hope u guys understand
hope for the best,
Cheers;
mardy

[psilosin]

Thanks for the comments Mardy. They seem very heartfelt.

I wanted to say that I do not think the problems in communicating with Mardy have anything to do with how hard the guy works. I saw him going 100mph all day long when I bought my L400 and it was impressive. So much work for one guy!

Maybe a little suggestion that might help with customer relations. If you could schedule a time into your busy day dedicated to respond to emails received within the last 24 hours it would go a long way. If emails are left for days and day, odds are you will never get around to responding as too many new ones keep coming in. Even if just a quick response "thanks for parts request. I am very busy right now, try and get an answer to you within 48hours, if no hear from me by then please call or email me back. thanks." can go a long way in making customer feel they are valued. Even if they have to go shop elsewhere they still feel like you respected their request and will try again next time. When a customer gets no response at all for weeks and weeks and meanwhile sees you posting on delica.ca etc then they feel ignored and like they are not a valued customer even if that was unintended.

[CREGAN]

Very well put Psilosin. I think you hit the nail on the head exactly. I have never seen someone working so hard and doing so much all at once than when I saw Mardy last. Those suggestions given would definately help.

Craig

[canoefish]

I don't want to step on anyone's toes but I have been dealing with Mardy for years. He always has been a busy guy but I found him easy to work with by emailing him in advance. I describe what I need and he tells me if he has it on hand or needs to get it for me. The email response usually comes back in hours and at worse the next day.

Once my parts are available he lets me know and I meet him in Richmond (usually after hours to accommodate my 9-5 schedule).

Mardy and the parts are always there when I get to the office and the price is always as agreed.

[Jester]

Hi guys!

One thing I would like to add to the conversation is that any time I arrange something with Mardy IN PERSON, I had no issues and things were done promptly..
It is easy to forget a phonecall or an email if one is constantly on the move. And Mardy certainly is one guys in motion!!

I understand for guys out of the lower mainland to "deal in person", but all I can advice is be patient.
Even if it takes a while, at least you can be sure he will stand behind his word and his product 100%.