Browse Forums Building A New House Re: MalSannie's future Yanchep build 722Feb 25, 2015 8:41 am Thanks ardie, Marcia, Mels, fmac, AKB and Nikki - I really appreciate your support and thoughts. I'm still reeling a bit to be honest, the more I think about this the more upset it makes me. I didn't want to respond, because I didn't want to make things worse. But I feel I have been left with no choice but to. Should I not be insulted to be publicly 'accused' of basically being economical with the truth (and not of clear mind)? And by inference, that we are such difficult and ungrateful customers from RedInk's Customer Service Director's perspective, that they'd happily see us go? That there wasn't even an attempt to offer help - like some of the other builders' representatives on here has done for others with far less restrained comments? That the $300k we're due to spend is somehow not worth their effort? I've taken a copy of my now deleted post (which I'm sure he's done too) and have reread it many times. I didn't think it warranted that reply (which I've also taken a copy of). All the information on mine was factual. I even made potential excuses for some of the gripes and said where we weren't available/requested changes etc. I didn't make personal comments, nor did I name individuals. There were many more things I could have mentioned that I did not. In fact, I'll re-instate the post I deleted, as we have nothing to hide. My OH and I discussed this, and he was surprised I deleted it in the first place. The best we can hope for now is that those comments were of the 'mine alone' variety and not the official stance of RedInk. And I guess we would need reassurance that should this 'professional' relationship continue, it would not influence future issues/be held against us. Can we be sure it would not? Clearly trust is now an issue - where to go from here? It is above all, overwhelmingly sad. I need to step away for a bit to get 'a clear mind'? xx Re: MalSannie's future Yanchep build 723Feb 25, 2015 10:39 am Oh Mal, sounds like Red Ink have got big boots. You've seen our dramas and you've seen how HGWA have at times, tried to come on here and argue the point - but they have never stooped to a level too low (well in my opinion they haven't). I didn't see what you wrote or what Red Ink wrote, but by everyone else's reactions I would say you shared some fair and reasonable commentary and Chris from Red Ink crossed the line. I guess there is now the issue of trust, how disappointing. You have invested so much time, effort and energy into this build, to step away would be devastating. But ... if it means your sanity, fair treatment, good customer service and a house that is exactly as you want it without the dramas, if you can, do so. If you can afford the time delay it sounds like it might be something to consider. Re: MalSannie's future Yanchep build 724Feb 25, 2015 10:47 am Malsannie, sorry, I didn't see either post...Builders make mistakes like we all do. But if good customer service, including a bit of humility and honesty was their no. 1 response, it would go a long way to rectifying the situation. Most people are reasonable, but we all know we've met a few who aren't. Yet, if we as customers flare up, even if it's sometimes our ignorance or a misunderstanding, isn't it their job to explain processes and procedures and to take feedback? Customer service 101 for sure!!
We had a good build in the main, but we had to chase a few things up - including a 3 thou credit they forgot!!- or we wouldn't have got it. Thankfully, it was dealt with in a professional and timely manner. It's unbelievable that a builder would 'bite their own nose off to spite their face' as the saying goes. Word of mouth is a very powerful thing, so here's hoping they will pull their socks up and adapt a more professional approach in future! In my book, they should now be doing everything to ease your apprehensions!! If not, maybe it's time for a change?? Edited to say: BIG apology due from RI Re: MalSannie's future Yanchep build 725Feb 25, 2015 11:16 am Gawd Mal, I still can't believe he said those things either, it was just so whiney and insulting. I wonder if he is their official forum rep or a lone wolf? I wonder how old he is, to think those sorts of comments are acceptable. Has he actually had any customer relationship training? Maybe he just had a bad day. In any case, I think if your relationship with RI is to continue, you must insist at the very least that he not comment on your forum thread. Bad day or not, that's not the sort of thing anyone wants to hear. Re: MalSannie's future Yanchep build 726Feb 25, 2015 11:42 am Wow Mal, you've been through the ringer! I missed all the non-edited posts but from what I've read, RI need to take a good hard look at themselves. We've had our probs with 101 but have generally had decent customer service. Mistakes happen, all that is needed is for people to take responsibility for them (both sides in our case). I really hope once you get to the building, things will start moving along better. I often wonder what would have happened if we weren't here to keep an eye on things, picking up problems as they go along, I suspect we'd be ALOT further from finishing that's for sure. Chin up Mal. Building with 101 Residential Rear Strata in Queens Park Our Build thread - https://forum.homeone.com.au/viewtopic.php?f=31&t=72336 Re: MalSannie's future Yanchep build 727Feb 25, 2015 12:17 pm Hi All, wow I missed the craziness and the posts that were deleted I now didn't get to read but from the jist of what I read its not good. Companies need to understand that people need help and support through their build process and unfortunately builders don't have time to provide all the love support and understanding most of us need throughout the process. I don't think its unrealistic to ask, question and tell the company you are paying to give you the service you require. They are clearly lacking in process improvement. I used to work for a company that was amazing for customer service and we would look at the forums relating to our industry and provide helpful customer service. If we had unhappy customers we would look them up, call them (or meet them) to sort out their issues. The company won awards for customer service. I think that many builders not just RI could take a leaf out of their book. No builder is perfect, my builder isn't but they respect my questions and they have been extremely helpful - I just wish you had the same treatment. I also think builders need to get used to the fact that these forums are going to be around so they should invest in a better customer to client model and yeah why not have people who can talk on these forums as company representatives - but also keeping personal details aside. There is no harm being a part of the community and providing advice to the building process. It makes everyone including us become accountable for when we say the wrong thing or we get annoyed over things we do not understand. Overall I think that communicating like this is a positive and I am sure because of this experience you will continue to build your home successfully. Sorry again that its not been a great experience but I am sure one day you are going to be sitting on the couch in your lovely home and have a bit of a laugh at the drama you went through to get there. Happy thoughts coming your way! Re: MalSannie's future Yanchep build 728Feb 25, 2015 7:44 pm Thanks, Marcia, Trees, trixee, Em and Justin. Not sure what I was expecting really, but I've not heard anything at all from anyone other than you lovelies. I didn't sleep a wink last night so I'm having a wonderful day at work to look forward to. I agree that people make mistakes, I make enough of them myself. I've been taught it is how you deal with it that counts. Even if it was a simple acknowledge 'we are where we are, now lets try to make things better for the rest' type thing. You can't change what has been done/said etc, but you can ensure you don't repeat the same mistakes. Wouldn't it be a lovely surprise if that should happen? Really don't know what to do, or who to get in contact with about this. It would be such a shame to have come this far and to have wasted all this time and energy. Re: MalSannie's future Yanchep build 729Feb 25, 2015 8:49 pm Oooo we've had email with updated plans and addenda and variations. No mention of forum happenings.... at work now so will have to wait for tonight to check everything. Also had an email from the lovely Vicky saying she's taken loads of photos today and will email them through tomorrow Hope you all have a lovely evening x Re: MalSannie's future Yanchep build 731Feb 25, 2015 10:04 pm That's great news Mal, hopefully things will pick up from here. Re: MalSannie's future Yanchep build 732Feb 26, 2015 1:18 am Yes, hoping they double and triple checked it all before it was sent! x Re: MalSannie's future Yanchep build 733Feb 26, 2015 2:48 pm I'm really surpised the Red Ink person felt it was professional to respond to your post. I'm a Project Manager and soemtimes clients drive you up the wall, but you always bite your tongue as they pay your wages! I saw your post and whilst I thought it showed great dissatisfaction, I didn't think it was personal, or defaming of RI. It seemed a reasonable account of things gone wrong. I made LOADS of little tweaks at prestart. All my big structural stuff was pretty much done before I agreed to sign the PPA but I made so many little tweaks like bench heights, cupboard door widths, kickboard heights, GPO heights, changes to door widths, shelf depths etc etc...I was nervous the plans and addenda would be mayhem. however, when my stuff came back after prestart it about 2 little errors that my builder was more than happy to change. I've since raised two variations which makes me feel kind of like I'm making things more complex, but hey, its my build, we're entitled to make changes. CL have been very accomodating thus far. Its ironic really about RI as all you hear on their ads on the radio at the moment is about how they give you the red pen and make any changes you want! Hope it all improves for you, as if you lose trust or respect in each other I think things can fester when parties don't want to work together.. Re: MalSannie's future Yanchep build 734Feb 26, 2015 3:23 pm Hope the amendments worked out ok Mal! Building with 101 Residential Rear Strata in Queens Park Our Build thread - https://forum.homeone.com.au/viewtopic.php?f=31&t=72336 Re: MalSannie's future Yanchep build 735Feb 27, 2015 7:47 pm Hi my lovely H1 fam - I'm all smiles today - what a lovely way to start the weekend (well, after my work day which is about to start, and admittedly not 3 days like you lucky lot will have!)
So we've had updates on Wednesday - we wanted to go through them all with a fine tooth comb so we could be sure these would be the final ones and that we didn't miss anything. We didn't have enough time on Wednesday evening after work to get through it all as we had a late stop, so we sent our responses last night UK time just before midnight. There were a few minor things that needed clarification but on the whole it was fine. I was almost scared to still question things and was considering living with some of it.... but decided in for a penny in for a pound and sent it anyway. This morning I woke up to an email addressing all our queries with only 1 thing we need to research over the weekend. It is for a point in the alfresco for a fan - we were wondering whether it would need anything special in the ceiling because of weight. We did mention this at prestart but with all the other happenings it was forgotten about. So she suggested we let her know the model so they could check, and that we'll then have the finals to sign off directly after the weekend. How exciting is that! I'm positive that we're now going to be happy with the plan and addenda and hopefully all will be positive from here on. I hope to believe the RI rep's weird posting style isn't representative of RI, maybe he had an off day, maybe he didn't mean it as it came across - who knows. Maybe he could let us know? I do hope you all have a lovely evening, now I have to be off to work! xx Re: MalSannie's future Yanchep build : Yay to updated plans! 737Feb 27, 2015 9:47 pm They do say all's well that ends well, but the stress in between is not nice. Fingers crossed the whole incident will just become a speedbump on your journey and left far behind Re: MalSannie's future Yanchep build : Yay to updated plans! 738Feb 27, 2015 10:46 pm Im so happy that you are happy mal . I have had my ups and downs with redink and when something does happen and it gets sorted they never bring it uo again .I do believe that redink can make stupid mistakes but I think they are one of the builders that will bend over backwards alittle bit more than other builders . But the key is never take no for a answer hehe and research everything your not sure of because half of them there dont know either lol . Be smarter than them . Would I build with them again probley yes only because I know what im doing now .he he . Re: MalSannie's future Yanchep build : Yay to updated plans! 739Feb 28, 2015 2:07 am Hmm let me know what you find out about the alfresco ceiling. We added a junction box to put in a fan afterwards. Didn't think to ask if ceiling could hold it??? Now I'm nervous Re: MalSannie's future Yanchep build : Yay to updated plans! 740Feb 28, 2015 2:27 am Thats fantastic Malsannie! So great to see youre finally there with your plans etc. You truly need the patience of a saint to build i reckon! At leastcif you want to avoid going bonkers!! Hey everyone Not for me or anyone I know, just generally interested. For a single allotment house, are you allowed to take the fence on both sides of your house and… 0 15372 4 8750 2 4915 |