RC Tank Warfare community hobby forum

dgsselkirk wrote:I will probably cause hate and dissention among the troops here but...

I am in the promotional products business and yes, customer service is the key no question. But some customers....well... lets just say it's tough to remain calm and professional sometimes
Please, please, please, keep in mind for some of these guys this is not their full time gig and when a site says " we will respond to you within 2 business days" That's what it means. Keep in mind where you are and where they are. 2 days can actually be 5 with a weekend in there and the time differences. E-mails can go down, people can be sick, you may not be aware of a holiday in that country, etc...

I'm sure a lot of these smaller guys are in it more for the love of the hobby. I can think of 4 that I have bought off in the last year who really only make enough to support their own addiction to this crazy game. There ain't a lot of dough to be made in this racket believe me!

I'm not saying there aren't some bad "dealers" big and small out there, but most of them give their best effort and are really reasonable when it comes to issues IF you are reasonable too. AND always remember you will catch more flies with honey than vinegar.....

But if all else fails hammer the S**T out of em' and bury them in the desert...

Hey there dgsselkirk it's the reason I'm giving them the benefit of a doubt... but I have to admit... the fact that I still have the messages sent...how they initially said they said they sent the links... then how later they questioned the claim ... then again saying that they sent the links..after I told them I stopped the claim.. is all documented
not to mention how these kind of sellers always say they've been in business for a long time...how big or small they are doesn't mean anything... they are still taking your my.. everybody's money...basically leaving all the risk to the buyer...not the seller

Now i'm not sure how big MATOMART is... but they at least sound like a Hobby shop of some sort...as they do carry a good stock of things...but in comparison with the companies that might be just as big or small ... they strike me (right now) as second rate

I might add... when I asked about their bulk shipping... they answered quickly... less than a day...then when I asked for clarification..nothing ..nada... bupkiss ..I had to take the risk.. and just proceed with the transaction...as the time for one of the items was running out...So you see ... the "TRUST" and "RISK" was all mine

The thing that makes it worse is that the "RISK" and "TRUST" is still all mine because I have to take their word that the links will arrive in about a week...I'm giving it two... which I think is generous on my part... because that's just about borderline of the time I have to refile a claim

The only reason I am giving them that much leeway is because they have a 100% feedback..and because the things I ordered came

I might end up on some peoples black list... but they have to understand.. as a consumer... we should be allowed to protect ourselves in the best way provided ...to which I thank the heavens for Paypal...because I still remember the days when I sent cashiers checks and money orders .. and those days the "RISK" was much higher

ALPHA

UPDATE: MATO MART alias RC DYNASTY.... thumbs up ...as they came through with the needed spares for my T34 tracks...they not only sent one...but two sets of spares ....I did say two would be good... but one was sufficient... So they were generous ...I really appreciate that in a seller...

My pessimism has been quelled

Thank you... and Thank you RCD

ALPHA

I'm still out on these yet as my order for 2 premium setups was ordered before Christmas and they had took the money then sent a message to say they had took payment but lost what I had ordered ? that I don't get ??, but with Christmas post I'm still waiting from them but will keep you all up to date as to when they arrive , as for the customer service big or small we are the customer and that should not make a difference to the service they provide as at the end of the day it is our hard earned money we are parting with and as Alpha says thank god for PayPal that has saved me more than once but this is my own opinion and I know how far this order from them has to travel but I ordered my Sherman from torro in Germany and that arrived 2 days ago ??

Horses45 wrote:I'm still out on these yet as my order for 2 premium setups was ordered before Christmas and they had took the money then sent a message to say they had took payment but lost what I had ordered ? that I don't get ??, but with Christmas post I'm still waiting from them but will keep you all up to date as to when they arrive , as for the customer service big or small we are the customer and that should not make a difference to the service they provide as at the end of the day it is our hard earned money we are parting with and as Alpha says thank god for PayPal that has saved me more than once but this is my own opinion and I know how far this order from them has to travel but I ordered my Sherman from torro in Germany and that arrived 2 days ago ??

Hey there Horses... sorry to hear you haven't received you stuff yet... It's part of the reason I recommend them with a little bit of hesitance ... I have to admit... the orders I placed during the holiday season arrived in good time and order... I don't know how the process works for overseas ...there should have been a customs number or tracking number sent to you... but that's what I think is proper .. and not sure it's something done
What I would do is place a complaint with Paypal ..if you used that method... just to give them a little kick in the butt if you know what I mean...to refresh them of your order... then go to their site and post a complaint through your account with them.... as their regular email sucks to say the least ...I sent an inquiry about my SHERMAN tracks...which was bounce back... suffice to say... it's the one big downfall of dealing with MATOMART... the communication process is terrible

File a complaint... escalate ASAP if you must... as it might be the only way to get their attention

GOOD LUCK HORSES

ALPHA

It made me think when they said that they had taken for the order but could not find what I had ordered How does that work ?? Lol but let's see as I will give them the benifit of the doubt but not for much longer

Mato is just up the street from my office but they don't do pick-up so I used to order tanks from them and pay shipping but they always arrived the next day (For me anyway). Never had any problems with them. I don't buy from them anymore because I find cheaper places but can't really complaint about them in anyway other than the price.

Good Evening, Michael,
You need to walk in and do a photo sweep of their facility if you are close. It would be of inestimable value to those of us who shop with them to see what kind of storefront that they maintain.
regards,
Painless

Painless,

They don't have a store front and won't let folks like myself do pick up to save the shipping. They used to charge $40 Cdn which is quite a bit but now is less of an issue as they seem to be only charging flat $20/$30. The only reason I even know where they are is because of the return shipping address. On their website it is simply a PO Box in the area.

MichaelC

You would think that local pick up would be easier for them ? But sounds strange they won't let you but what do I know but I'm not to impressed with the service at the min just glad I paid by paypal ? , still no reply to my email question after 3 days so I think it's time to open a case. I don't mind if it was a weekend or holiday but normal week as far as I know !!, unless someone near them could tell me different ?

Horses45 wrote:It made me think when they said that they had taken for the order but could not find what I had ordered How does that work ?? Lol but let's see as I will give them the benifit of the doubt but not for much longer

Yeah I don't see how that could be either... I mean you have one in your account with them there ... an invoice should have been sent to you... or at least of conformation that they got it... and PayPal should have it record as well
Maybe at some time they ran out of stock or something... but it still shouldn't make a difference... you should definitely open a dispute to protect you money...because you have to keep in mind you may not be the only one with problems now...once paypal gets enough complaints they will freeze the MATO account till all disputes are covered.... so better to be somewhere on the top than somewhere on the bottom ..if you get my meaning

once again... Good luck Horses

ALPHA