Submission by Silk Tork
Date: 12 February 2002
I am a designer for Moben. The showroom girl has made some very innaccurate
comments. Designers recieve a weeks residential training course at Manchester,
of which only one day is spent on selling, plus ongoing training at the
local branch. Some designers will add a margin of around £100 to
cover errors, which is balanced by the fact that quite often designers
will give some of their commission away in order to get the kitchen to
match the customers budget. Adding money on to a deal does not increase
the designers commission.
The quality of a Moben kitchen is very high - even your customers who
complain admit that. A quick visit to a B&Q showroom followed by a
visit to a Moben showroom will prove that even to those who are less than
knowledgable about kitchens. Money up front? All the major kitchen companies
ask for all the money up front - 10 days before delivery is the standard.
Only the small, local company will allow you to keep 10% of the cost back
until after fitting. It's your choice: pay £10,000 to a very public,
reputable company, or £9,000 to the chap down the road who may go
bankrupt before your kitchen is finished! If you are concerned, Moben
is now part of Qualitas, an independent body who will look after your
interests in case of a dispute. Or, you could pay for the kitchen on credit
and secure the extra protection of the credit act.
After sales service? Moben will always sort out any problems you may have.
Fitting a kitchen is a complex business dealing with water, waste, electrics
and gas - no two kitchens are the same. Minor problems may occur, and
customers should be aware of that. However, Moben always ensures that
those problems are put right. It is true, however, that customer service
at Manchester can sometimes be poor. Moben is a victim of its own success
here, and has tried over the years various ways of improving customer
What irritates customers is a) the length of time they are kept waiting
on the phone;
b) being passed from one department to the next; and
c) broken promises of when they will next be contacted.
It is the one weakness of which Moben is guilty - most complaints are
dealt with speedily, but there are the occasional problems which drag
on. I would suggest sending a letter rather than phoning, and then being
The impatience often results from the speed with which everything else
has been done - people have very high expectations of Moben: From showroom
visit to completion of the job can take as little as four weeks - a small
problem which then takes another three weeks to sort out can appear to
be a long time, but if you'd ordered your kitchen elsewhere you may still
be waiting another month or two for delivery, and the installation could
take two weeks instead of 2 days!
It's your choice, but I have not come across a better kitchen company
for quality, speed and price.
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