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screen printing => General Screen Printing => Topic started by: Rockers on July 10, 2019, 07:39:29 PM

Title: Case study-ordering from two different suppliers.
Post by: Rockers on July 10, 2019, 07:39:29 PM
I have been handed the same situation twice within a period of 10 days. First I needed to get hold of some Murakami T9. I always order from Kevin at River City. He replies to my email pretty much right away and ships the same day too. Now this time he was out of 5gl pails so he offered me 5 single gallon pots at the same cost of a 5 gl pail. I didn`t even needed to ask him he just offered it right away, he even threw in 5 packs of Diazo for free.
Now a week later we wanted to try Kiwo PolyCol MultiTex. Emailed the ladies at Nazdar Source One. No fivers left in stock. Their best offer- buy 5 single gallon pots at the single gallon price and no we don`t discuss this any further with you. And oh by the way we are out of diazo  and it will take 10 days to re-stock. Shipping by the way is $45 to Florida. Kevin ships for free.
I guess Nazdar don`t really want my business.
Title: Re: Case study-ordering from two different suppliers.
Post by: mimosatexas on July 10, 2019, 09:24:15 PM
Kevin really is exactly what any shop wants in a supplier. He has hooked me up so many times without me asking and is just generally always exceeding expectations as a standard. He also just communicates really well and isn't sales-y at all which is so refreshing.
Title: Re: Case study-ordering from two different suppliers.
Post by: ericheartsu on July 10, 2019, 09:37:04 PM
just chiming in to gush even more on kevin and paige.
Title: Re: Case study-ordering from two different suppliers.
Post by: Rockers on July 10, 2019, 10:16:04 PM
Just to make matters worse I found another email by Nazdar which I did not see late last night in which they told me that they are not shipping to my freight forwards address in Sarasota,FL because it`s just 4 hours away from Nazdar`s Florida warehouse.
I think customer service is not one of their main concerns. Such an arrogance is almost unheard of.



Obviously the easiest solution for me now is to fly from Japan to Florida and pick up that stuff at their warehouse then drop it off myself at my freight forwarders in Sarasota. Oh and yes at Nazdar they know my shop is outside the US.
Actually I found a better  option, I now ordered at Tech Support and got free shipping on top it all. Even managed to get some other supplies.
Title: Re: Case study-ordering from two different suppliers.
Post by: Maff on July 11, 2019, 10:52:20 AM
Just to make matters worse I found another email by Nazdar which I did not see late last night in which they told me that they are not shipping to my freight forwards address in Sarasota,FL because it`s just 4 hours away from Nazdar`s Florida warehouse.
I think customer service is not one of their main concerns. Such an arrogance is almost unheard of.



Obviously the easiest solution for me now is to fly from Japan to Florida and pick up that stuff at their warehouse then drop it off myself at my freight forwarders in Sarasota. Oh and yes at Nazdar they know my shop is outside the US.
Actually I found a better  option, I now ordered at Tech Support and got free shipping on top it all. Even managed to get some other supplies.

Yeah Tech Support also has great service and the free shipping they offer can really save some money. I order a few things from TS, even though Nazdar stocks it closer to me, I'd rather give my business to TS. There are a few items I have to order from Nazdar since they are the only ones that stock it. But they are a monster distributor and I don't think are too concerned with the smaller shops.
Title: Re: Case study-ordering from two different suppliers.
Post by: prozyan on July 11, 2019, 12:02:20 PM
Adding my voice to the Kevin fan club.
Title: Re: Case study-ordering from two different suppliers.
Post by: farmboygraphics on July 11, 2019, 12:14:54 PM
Adding my voice to the Kevin fan club.

Ditto!
Title: Re: Case study-ordering from two different suppliers.
Post by: RICK STEFANICK on July 11, 2019, 12:24:30 PM
Naz Dar is our go to. I think with them working thru your sales rep is the best way to go. We get superior customer service that way.
Rockers, did you call your rep to give them a chance to resolve your issue before posting negativity?
Title: Re: Case study-ordering from two different suppliers.
Post by: Rockers on July 11, 2019, 05:34:37 PM
Naz Dar is our go to. I think with them working thru your sales rep is the best way to go. We get superior customer service that way.
Rockers, did you call your rep to give them a chance to resolve your issue before posting negativity?
I was in contact with them via email and asked twice to make sure I understood this right. Both time I got the same answer. I don`t think I need to call them to confirm what I already have in writing.
Title: Re: Case study-ordering from two different suppliers.
Post by: CBCB on July 11, 2019, 07:46:54 PM
Not surprised. I have got the runaround in a similar fashion from many, including direct from Nazdar.

Honestly I wonder what is going through the minds of many suppliers. Especially up in Canada. Our distributors are honestly so bad that I sometimes wonder if I am being trolled.


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Title: Re: Case study-ordering from two different suppliers.
Post by: mimosatexas on July 11, 2019, 08:06:00 PM
The big issue is some of the huge suppliers have exclusivity with some products and companies and I think it breeds a dickhead mentality. The only issue i have with kevin as a supplier is he isnt able to supply everything because he isnt allowed to due to monopolies by gsg etc. If these manufacturers let him supply stuff I would order absolutely everything from him because I massively prefer supporting awesome companies vs just supporting a middle man that happens to have secured the only rights to sell a product. It's not like all of the big boys actually supply that stuff "better" than the little guys...
Title: Re: Case study-ordering from two different suppliers.
Post by: CBCB on July 11, 2019, 08:20:19 PM
I massively prefer supporting awesome companies vs just supporting a middle man that happens to have secured the only rights to sell a product. It's not like all of the big boys actually supply that stuff "better" than the little guys...

Same. It drives me nuts. Many good brands are locked into the WORST distributors in Canada.



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Title: Re: Case study-ordering from two different suppliers.
Post by: 1964GN on July 12, 2019, 07:14:04 AM
Naz Dar is our go to. I think with them working thru your sales rep is the best way to go. We get superior customer service that way.
Rockers, did you call your rep to give them a chance to resolve your issue before posting negativity?

Our experience with Nazdar has been less than stellar. We like our rep and have known him for years. Nazdar as a company is broken in so many ways IMO. Over billing and incorrect billing took us months to get fixed.
Title: Re: Case study-ordering from two different suppliers.
Post by: RICK STEFANICK on July 12, 2019, 11:05:11 AM
Naz Dar is our go to. I think with them working thru your sales rep is the best way to go. We get superior customer service that way.
Rockers, did you call your rep to give them a chance to resolve your issue before posting negativity?
I was in contact with them via email and asked twice to make sure I understood this right. Both time I got the same answer. I don`t think I need to call them to confirm what I already have in writing.

I meant actually talking to your rep. Sorry if that came off sarcastic i did not mean it to. Naz dar will price aggressively but they dont do standrd straight across the board discounts so you have to have a great relationship with your rep because pricing and discount come thru them. If you call the order taker can only price it at whats in the system. In addition  your rep would have also handled whatever else you need. The east coast territory general managers name is Dan Zmuda and I can assure you would have stepped up for you. I do understand your frustration though calling the order takers.
Title: Re: Case study-ordering from two different suppliers.
Post by: RICK STEFANICK on July 12, 2019, 11:15:04 AM
The big issue is some of the huge suppliers have exclusivity with some products and companies and I think it breeds a dickhead mentality. The only issue i have with kevin as a supplier is he isnt able to supply everything because he isnt allowed to due to monopolies by gsg etc. If these manufacturers let him supply stuff I would order absolutely everything from him because I massively prefer supporting awesome companies vs just supporting a middle man that happens to have secured the only rights to sell a product. It's not like all of the big boys actually supply that stuff "better" than the little guys...

I dont think you accurate in your comments. No one supplier has exclusive rights to any product. There are always several options for distributors on any given product. Also I dont think the order takers in customer service even know to care anbout having a opinion on any one product to adapt a dick head attitude. I dont think they are sitting there saying screw all these screen printers we have the product they need and im the dick head they have to deal with to get it. I am not saying some are dickheads but not because of exclusive rights to one given product.they are in every company. We deal with some smaller suppliers and value those relationships also but as stated there are some things they cannot do
Title: Re: Case study-ordering from two different suppliers.
Post by: ebscreen on July 12, 2019, 11:22:37 AM
Exclusive distributorship allows otherwise lousy companies to prosper. It's a perversion of capitalism
and a major pain in the ass for anyone that has to deal with the end result. Even worse is the contracted
exclusion of carrying competing products. Pallets direct from CCI as a result.

As the manufacturer of a product you shouldn't want your end users to have to jump through flaming hoops and do
double back flips to purchase your wares. Make it easy for me to buy your products and I will. That's you Wilflex.

FWIW the two big ones on the west coast are equally difficult to deal with. It's no one particular
department or persons problem, just that the left hand doesn't know what the right is doing.
End result of said monopolies.
Title: Re: Case study-ordering from two different suppliers.
Post by: RICK STEFANICK on July 12, 2019, 11:33:43 AM
Midwest is coming on strong out here also
Title: Re: Case study-ordering from two different suppliers.
Post by: Frog on July 12, 2019, 12:16:00 PM
Midwest is coming on strong out here also

I'm in EB's neck of the woods, the SF East Bay
Midwest's ongoing poor stock of (especially) the Union inks that I need at the moment, have long ago made me accept the one day extra shipping to order from Beckmar in SoCal. They will not only mix custom quarts, but repackage the stock Union inks as needed. Great service.
Denco, the (formerly very) local biggie, was/is often hit and miss, but fortunately usually has the chems I need, and still delivers locally.
I miss Tubelite, and especially the personal attention of their long gone rep, Dick Swanson.
Like many here, I grew up in a different era for this industry. Like smart phones seemingly making people dumber, and counter intuitively, the old fashioned way of ordering from local brick and mortar suppliers now often appears to me to have worked better than today's internet commerce.
As suggested, personal contact with an actual rep still seems to help.
Title: Re: Case study-ordering from two different suppliers.
Post by: mimosatexas on July 12, 2019, 03:11:27 PM
I am accurate. There are a bunch of brands that I can only source "locally" from gsg. They have regional exclusivity. If I don't order from them I don't get the product, or I have to order from multiple day shipping locations. The sales people I deal with at gsg typically have no clue what they are selling and can be dickish on the phone if they say they don't carry something and you know they do because they can't figure out how to search for it properly in their system. Its like going to lowes and asking a question about a product and the people begin reading the box to you like you're an idiot...
Title: Re: Case study-ordering from two different suppliers.
Post by: jsheridan on July 12, 2019, 05:20:24 PM
Hey Nazdar..  Learn how to service customers a little better and hire reps who know what they are selling.

Midwest is coming on strong out here also

We have them here and send an email by 9am and the juice is on our loading dock by 2pm.


*edit.. my approach was a little harsh, i'm better than that, sorry.
Title: Re: Case study-ordering from two different suppliers.
Post by: Rob Coleman on July 12, 2019, 10:12:14 PM
Good evening all. Some here know me.  I tend to remain fairly quiet on the boards, as I truly believe that peer to peer communication is much better than suppliers trying to regurgitate what may be perceived as propaganda - many times a sales pitch disguised as a response.  Those that know me will probably agree that is not my MO.

After the last response by Mr Sheridan, I feel I must respond.  I invite him or anyone else to reach out to me directly through my contact information in my signature.  I will listen to your issues in private and be more than happy to work towards a positive solution. 



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Title: Re: Case study-ordering from two different suppliers.
Post by: jsheridan on July 15, 2019, 10:30:23 AM
Good evening all. Some here know me.  I tend to remain fairly quiet on the boards, as I truly believe that peer to peer communication is much better than suppliers trying to regurgitate what may be perceived as propaganda - many times a sales pitch disguised as a response.  Those that know me will probably agree that is not my MO.

After the last response by Mr Sheridan, I feel I must respond.  I invite him or anyone else to reach out to me directly through my contact information in my signature.  I will listen to your issues in private and be more than happy to work towards a positive solution. 



Sorry Rob, my approach was harsh and I should have taken a minute more to express my opinion a little better.
Past experience has led me to frustration with your company on multiple occasions. Items placed on back order with no notice, missed shipments, overpriced items, reps who don't know what they have or were selling and so much as to not allow a joint account on different coast to take advantage of buying power.

My intent was to spark a little customer service revamp, not to directly insult, sorry about that.
Title: Re: Case study-ordering from two different suppliers.
Post by: inkman996 on July 15, 2019, 12:25:54 PM
Good evening all. Some here know me.  I tend to remain fairly quiet on the boards, as I truly believe that peer to peer communication is much better than suppliers trying to regurgitate what may be perceived as propaganda - many times a sales pitch disguised as a response.  Those that know me will probably agree that is not my MO.

After the last response by Mr Sheridan, I feel I must respond.  I invite him or anyone else to reach out to me directly through my contact information in my signature.  I will listen to your issues in private and be more than happy to work towards a positive solution. 



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The poor service from Nazdar is what cost the company the sale of an I Image. I have experienced so many issues with Nazdar the past few years which makes you guys just a place what I absolutely have to but nothing more. I  could list the issues but I have done so in the past and done so on the order experience on  the site but nothing changes, actually seems to get worse. To add to that the pricing is so inflated, I currently try to buy as much as I can with Martin supply after I was shown a comparison in pricing on items I bought through Nazdar. Just the Ulano WP film was almost 50$ less.

Please understand I do not wish to discuss what I perceive as issues in private or in public, its all been said many times not just by me. Maybe if Nazdar steps up their game customers like me and even big shops might come back but that is up to Nazdar not us.
Title: Re: Case study-ordering from two different suppliers.
Post by: Ross_S on July 17, 2019, 07:13:12 AM
Do the guys with a problem with Nazdar have a sales rep they deal with or are they calling Nazdar direct?  I think at this point I use Nazdar for all my supplies.  Hell I shoot my guy a text and my order arrives the next day no matter what?

Just curious is all.  I know I use to use multiple vendors but in the end no one has been able to match pricing or service I receive from Nazdar. 
Title: Re: Case study-ordering from two different suppliers.
Post by: 1964GN on July 18, 2019, 06:43:06 AM
We have dozens of stories about Nazdar.

When we moved locations last year we purchased a new Sprint 3000 to be shipped to our new address. Guess where it got shipped to?

We ordered a Action roller kit for our ROQ. We received one for an M&R. They shipped out the correct one. Keep in mind that we were billed for both at this point. We shipped the incorrect one back to Nazdar on their UPS acccount. A couple of months later we realized we never received a credit. They claimed that they never received it. We proved that they did. They then said they were waiting on Action to credit them before they credited us. It took over 3 months to get the credit. That is NOT how this stuff is suppose to work.

I could go on, and on, and on...
Of course there are good stories too. No one ever talks about the good ones :) Our Unikote purchase went smoothly, and most ink purchase go as planned. We just purchased 3 screen racks that came in yesterday. Took a week and a half but they arrived in good shape and for a good price. The other issues along with over billing etc have us sourcing some products from other suppiers.
Title: Re: Case study-ordering from two different suppliers.
Post by: tonypep on July 20, 2019, 10:21:54 AM
And there is a local rep from NZDR who sent me a cookie basket even when the end was near and obvious. We will stay in touch whenever time permits although she has other obvious obligations. Sometimes it is personal. Next time lunch is on me hun.