Ward 800 Appalling Shameful Service

[1tikka]

Ward 800 Appalling Shameful Service

There’s been some recent posts applauding the service received by Clive Ward, and I really wish I could say the same? I have been messaging Clive since 11[SUP]th[/SUP] April, via both his company web-site and private email, to no avail. (15 weeks!!!)

I’ve had lots of excuses, many simply juvenile in reason, this has been coupled with just as many promises that equally never materialised, but as of now I have not received my additional items. (extra scope to unit fitting rings) despite his endless promises.

Really sad, as his products are great, but his after-sales service for me has been inexcusable.

However in fairness, my initial order did process smoothly and efficiently taking about 3 weeks.

So to sum up, I have been so disappointed with the appalling service I received from Clive, so much so that only this week I have sold all his hardly used kit on the forum.

I hold him in contempt, disingenuous in his correspondence, and would never deal with him again, and I will now simply take my money else-ware. How such shameful un-professional service can exist is beyond me, when all I have done is complemented his products and tried to give him more money.

Those staff that man his out-sourced enquires switch board service, equally shared with me their concerns and experience, as I got to know them by name as I continued to ring on a near weekly basis chasing up my order and Clive’s continued empty promises. In addation to telephone calls I always backed them up by emails.

Utterly shameful service is my experience that I’ll never understand.

I could copy and paste the endless emails and correspondence, but that would be vindictive, but to warn forum members is me simply sharing with friends my personal experience of Clive Ward, to add balance to those glowing reports.

I share all this with a heavy heart.

 

[Clive Ward]

Hi 1tikka,

Once again sorry for the inconvenience, but in our defence:

Please bear in mind that we are extremely busy.

You contacted us and asked if we could make four special sized mounting rings to go with your unit. These were all special sizes and needed to be designed, transferred and then manufactured.

This took a little while but we did complete it and to save some cost (as this was all being done free of charge as an attempt at good customer service on our part) we decided to send them out via the post. We don't usually use the post so they hung around a little while longer until we had time to get to the post office.

Unfortunately these didn't get to you.

Once we were aware of this, we scheduled in manufacture of replacements but due to a machinery fault this again was delayed until we sourced the spare part for the machine, fixed it and then caught up with our backlog of work.

It was during this time I noticed that you had put the equipment up for sale on here, so assumed you no longer needed the rings. I should have checked directly with you, rather than assumed.

Once again I can only apologise. We were genuinely trying to go above and beyond as the sizes you required were very specific.


Cheers





Clive

 

[1tikka]

1 Tikka here,

CONTINUED SHAMEFUL EXCUSES EVEN NOW!!!! CLIVE DON'T DIG A DEEPER HOLE OF DECEIT – BETTER TO BE THOUGHT A FOOL, THEN OPEN YOUR MOUTH OR PUT IT IN PRINT AND PROVE IT!!!!!

LET IT GO!!!! I DID, THAT’S WHY I SOLD YOUR EQUPMENT ONLY ON MONDAY 16[SUP]th[/SUP] JULY.

So 15 weeks, of endless emails, and the fact I only put my equipment on the Forum last week, having given up, like I said I would in my correspoandce to you!!!

Time and time again you promised to send me my rings, and to say my advertising of my equipment on this Forum, influenced you not making them is ludicrous, the dates simply don’t match up.

Copy and pasted below is some of our last correspondence, forum members interested can simply read the facts for themselves against the Email dates. (You will see by my last post that initially I had no intention of posting our private correspondence on this forum, but your continued un-truths in your response has left me no option)


I didn’t even advertise my equipment on the forum until after I gave up on you, after my final emails dated 29th June and the 13th July and the lata that you never even responded too. The dates on my emails copied below proof that, to say you made assumptions that I no longer needed them is simply un-true and simply continues to be ludicrous, and is irrelevant to my 15 week wait and your empty promises to me when you did bother communicate with me, let alone the many other times you simply ignored my calls and correspondence.

In addation I was foolishlyand naively still hoping you'd send my parts as promised, and if so I'd have withdrawn my kit and kept it!!!

Your equpment is good and meets all expectations, it's your service that's shameful.

My Email headings to you “Appalling Service” still stand, as does my assertion of your juvenile disingenuous communication.



----------------------------------------------------------------------
13/7/2018 14:53


RE: APPALLING SERVICE - PLEASE RESPOND - STILL NOT COMMUNICATING AND I STILL DON'T HAVE MY FOUR RINGS DESPITE YOUR LATEST PROMISES - APPALLING AND SAD


WHAT AM I TO DO?

WHY DO YOU TREAT YOUR LOYAL CUSTOMERS LIKE THIS?

WHY DO YOU NOT COMMUNICATE?

WHAT HAVE I DONE TO OFFEND YOU?

ARE YOU GOING TO SEND MY 4 RINGS OR SHALL I JUST FORGET THE WHOLE SITUATION?


WHY NOT SIMPLY BE A MAN OF YOUR WORD AND DO WHAT YOU SAY WHAT YOU WILL DO IN YOUR LAST CORRESPONDENCE TWO WEEKS AGO (29[SUP]TH[/SUP] JUNE) :-

“Unfortunately our printer is in need of a part which is due Monday. Hopefully we should be back up and running with it mid next week and be able to get these out for you.”

YOURS INCREDIBLY SADDENED.

---

​

From: Clive Ward [mailto:mail@nvscopes.com]
Sent: 29 June 2018 13:13
To:
Subject: Re: Appalling Service - Please respond

Hi ----,

Sorry for the delay in getting the replacements out to you.

Unfortunately our printer is in need of a part which is due Monday. Hopefully we should be back up and running with it mid next week and be able to get these out for you.


Cheers





Clive

On 29 June 2018 at 10:27wrote:
-----------------------------------------------------------------------
Appalling Service - Please respond




29[SUP]th[/SUP] June 2018

Dear Clive,

Here I am, writing yet again.

I’m simply as a loyal customer trying to obtain three additional spacer rings that you claim are available for your customers in the accompanying instruction leaflet that came with my Ward 800L unit.

I find myself hovering between embarrassment and annoyance, as despite my endless emails, I am either ignored, or receive juvenile excuses as to why nothing has your arrived.

Your behaviour to me as a loyal customer is simply shameful, as one who has purchased near £1000 worth of kit.

So in short, this is my last correspondence with you.

So I’m asking you politely one last time, will you please manufacture and dispatch me the three additional rings.

You claimed to have sent them once, so it’s only a matter of repeating that simply manufacturing process, but here we are approaching July and I started my correspondence with you in early March.

I could equally legitimately ask, where are my rings you claimed would be put other and dispatched in your last correspondence and excuses on the 19[SUP]th[/SUP] June.

No doubt the fairies have inhibited the postage and delivery of these!!!

So please, either simply send them to me now, or I’ll give up making the assumption you a man of your word, with an appreciation of customers service.

Yours simply aghast

 

[mchughcb]

Ok then so what and where are you going buy now?

 

[Woodsmoke]

I think this is possibly a conversation best had offline?

 

[Chasey]

I think this is possibly a conversation best had offline?

Why? Isn't this the sort of information exactly what we need when making purchasing decisions?

I have tried and failed to buy from Clive in the past. I simply gave up and bought else where

The product may be amazing but the down side is the customer support and communication is not so good.

It is so frustrating to spend a shed load of money on something and not be able to use it for some daft reason, but that's life sometimes

What is so much more frustrating, is poor communication when that happens.

 

[Highlandsjohn]

What is so much more frustrating, is poor communication when that happens.

snip
Quite right, Amen to that. john.

 

[nun_hunter]

I've had a similar experience when buying from Clive, items that were in stock on the website and shipped within 2-3 days apparently. After a month I asked for a refund as nothing had arrived and I was told there was a shortage of parts from the supplier (this information wasn't volunteered it took numerous unanswered phone calls and emails to eventually get a reply). As I had already missed out on a few weeks shooting due to not having the torches I'd ordered I asked for a refund so I could buy them elsewhere and carry on foxing. Clive refused to give me a refund and it took another couple of weeks for the torches to arrive. When they did arrive I was expecting the quality everyone raves about but instead I got two torches that had been assembled by an off duty unwashed sheep sheared. One had lint/fluff/wool all inside the lens so had to be disassembled and cleaned and the other had a huge greasy fingerprint on the LED which showed up when turned on. All in all I wasn't impressed and wouldn't buy again, even second hand in case of any returns or repairs needed.

 

[1tikka]

Hi 1Tikka here,

I think not, in resposne to "Woodsmokes" comment "I think this is possibly a conversation best had offline?"

Had a forum member warned me of Clive’s appalling service I could have made an informed choice, if or if not to involve myself with his company.

Surely this is the whole point ,and privilege of a forum, when members with common interests and values, look out for each other, sharing straight honest experience of mutual interest.

It was because of the honest post of another forum member, highlighting his approval of Clive, that simply led me to post another view and my experience to add balance.

Finally, it was Clive, true to type, who continued his Juvenile disingenuous excuses, in his resposne to my post.

My initially post clearly says, that initially I had no intention of posting our private correspondence on this forum, but Clive' continued un-truths in his response has left me no option. I added in itallics in my intaily post an up-date only after Clive's response.

Also my post said good things about his equipment, but having said that, I to had a large thumb print on the internal surface of my Ward 800 L lenses just like "nun_hunter's" experience, mentioned above. (again only highlighted because of honest dialogue between members)

Surley, this is what the forum is for, members looking out for members, not dire traders!!!

So to finish, as two forum members, even we can beg to differ, if in our correspondence we are honest and show mutual respect as two members with common interest and values.

 

[Cyres]

I don't think your alone in your issues. It does seem hit and miss with Clive and I know members of this site whose dealing with CW range from excellent to awful.

He does however provide/sell good kit but suffers from the issue of being what appears a one man band set up and consequently has not got the time/resources to deal with issues.

D

 

[reloader54]

It has to be said, but just about everything he sells is available much cheaper elsewhere,and often sourced from the same suppliers, including postage for small items, many are willing to pay because they believe the "after sales" is better, something this thread does not substantiate in all cases it would seem.

I also agree this information should be available to ensure people to make an informed choice when thinking about nv purchases.

 

[EMcC]

It has to be said, many are willing to pay because they believe the "after sales" is better, something this thread does not substantiate in all cases it would seem.
I also agree this information should be available to ensure people to make an informed choice when thinking about nv purchases.

Surely that can't be true because 'you only get what you pay for' is often bandied about on this forum, I often disagree but am told I am wrong but it just goes to show I'm not always wrong

 

[Scotty99]

In the interests of balance I think I need to re-post my previous post on this subject from another thread.


My experience has been the exact opposite. Got my 800L upgraded to the new body with a turn round of one week, this included a service and clean of the internals as well. Also got two extra shims sent out in the same time frame.

The very best way to contact Clive (some would say it's the only way) is via the NV Forum on the internet, I've always been able to get hold of him that way.

I can't recommend his products or after sales service enough, but that's based on my own experience.

 

[nun_hunter]

I think it's just luck of the draw. If you order or contact Clive when he has all the bits in stock, isn't too busy and he is in a position to answer calls/emails then you'll be happy. If you happen to get him at a point when he doesn't have the stock or is busy then you'll be pulling your hair out. For me it's not worth the risk any more.

 

[Cottis]

I think it's just luck of the draw. If you order or contact Clive when he has all the bits in stock, isn't too busy and he is in a position to answer calls/emails then you'll be happy. If you happen to get him at a point when he doesn't have the stock or is busy then you'll be pulling your hair out. For me it's not worth the risk any more.

Totally mirrors my experience. I was on the wrong side of the draw and I would never use this company again. It is a joke approach to business which is a shame as the my old 700 is a good bit of kit. The most frustrating thing is that there are tons of these threads about yet he clearly does not change his approach or make efforts to improve his approach to customer communication.

I ordered an old 700 a few years back with a claimed 2-3 day lead time and weeks and weeks later I was still being ignored via email and phone. I never actually spoke to the guy. Elusive is an understatement. He only surfaced when he finally had the unit ready to send out.

I will add though that the unit continues to function faultlessly and has done for years. That is a good thing as it took nearly that long to take delivery of the damned thing.

No chance I would buy again. It was the single most frustrating purchase I have ever made.

 

[ashray]

does clive ward have anything to do with sniper cam?

 

[bowji john]

I think these issues should be dealt with between client and company

I know it is the modern way but i'm not sure I'm comfortable with this kind of public vilification

 

[Woodsmoke]

i'm not sure I'm comfortable with this kind of public vilification

Exactly my thoughts, too. It's one thing to highlight bad service with a post, but quite another to allow it to degenerate into a public lynching. Poor show, in my book

 

[EMcC]

If only one person posts problems then it may be between that individual and that vendor but with added posts it points directly towards the Vendor.

It does help to prevent others falling into the same trap. ​

 

[CS Sporting]

In the interests of balance I think I need to re-post my previous post on this subject from another thread.


My experience has been the exact opposite. Got my 800L upgraded to the new body with a turn round of one week, this included a service and clean of the internals as well. Also got two extra shims sent out in the same time frame.

The very best way to contact Clive (some would say it's the only way) is via the NV Forum on the internet, I've always been able to get hold of him that way.

I can't recommend his products or after sales service enough, but that's based on my own experience.

I received the same service as yourself, up grade to new body type , cleaned etc within a week.