Techpac/Ingram micro - worst customer service of any IT wholesaler

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crapinator

51 posts

Master Geek

#22522 30-May-2008 12:32

Backorders that go on and on, product and buying managers that never call you back and are NEVER in the office

Customer service - they really need a lesson in that, as I am sure they have no idea what it is...

just a pity theres no other large wholesaler to buy stuff from - we spend 10kish a month ... and stikll get treated like a walk in pleb

Matt

tonyhughes

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#134422 30-May-2008 13:11

I have always had really good customer service from them whilst working at Gen-i (which is a little different, as Gen-i spends a little over $10k a month there), but also at my current role where I am a tiny reseller (barely enough to have an Ingram Micro account), the service is still reasonable. Though I was a little disturbed that they simply do not sell generic plain ol' ATX power supplies.

crapinator

51 posts

Master Geek

#134425 30-May-2008 13:34

the guys on the phone have reasonable customer service, mainly the product managers, buying managers etc who are completely useless

i have these carrot on a string back orders , one is 3 months old, the date keeps pushing back a week, then another then another - I call up and they give me a confirmed date... repeat again... the product mangers/buying managers are rarely in the office and never return emails and calls.

Matt

Simonm

181 posts

Master Geek

#134495 30-May-2008 18:42

Ingram can be pretty shocking at times, 10k a month is pretty small fry for them. For 10k a month you are probably better off buying off PBTECH (Personally I hate them more than any other IT Supplier in NZ - but thats another story for another day).

There plenty of other suppliers who do 99% of products, theres just a few which Ingram have sole rights on.

What are you waiting on a back order for? I do have other sources for items...

Sometimes backorders are out of their hands, for example intel, they submit the order, and intel ships them whatever intel want. Suppliers y dont know whats in the boxes untill they arrive!

Tony: I'm sure they have PSUs listed under the Inwin brand

crapinator

51 posts

Master Geek

#134545 31-May-2008 07:24

backorder for a hp nx 6120 battery 3 months so far. Another Hp laptop that was initially showing available when i ordered it.

PB tech... hmm sounds like a plan ...

we get some HP parts from EMPR and its usually very fast. their 10 days is 10 days.

Matt

Simonm

181 posts

Master Geek

#134551 31-May-2008 08:08

Just dont forget that PBtech buy most of their stuff from Ingram. (then undercut ingrams normal sell price)

Also try Exeed for HP stuff, but as Ingram have that many on order I would say they will have the same problems sourcing the batteries.

Simon

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#134560 31-May-2008 09:30

Just wish that PBTech were more honest in their advertizing. Everything is xGST especially in retail pulications like the NZ Herald and the like. Deceptive advertizing.

Regards,

Old3eyes

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tonyhughes

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#134572 31-May-2008 10:54

Simonm: Tony: I'm sure they have PSUs listed under the Inwin brand

Searching for: ATX PSU or ATX SUPPLY turned up nothing, and calling the sales desk, and waiting for 3 minutes while the guy checked turned up nothing.

Went to Ascent.co.nz and they had like, 3 zillion power supplies.

kinetic

91 posts

Master Geek

#134586 31-May-2008 12:59

I have dealt with Ingram for 6 years or so.

My biggest gripe is how long it takes from order placed to recieving the goods, normally three days.
Where as with the likes of datastor or Morningstar, you place the order in the morning and by afternoon it's arrived.

But Ingram have such a large range of products that, it's a kinda, one stop shop, and keeps accounting easier, as the order was placed all at one place.

Although we were a bit miffed to find out they have transfered our account control, to a credit control office in Milian. WTF?

Digizone is cheapest for hdd's and external products.
Express data for MS software
SoftSolutions for general software
Morningstar for AOC monitors
Ingram good for range of products (espically IBM gear.)
Computer Dymantics for cables and asscessories.

4th MacBook Pro 2.8Ghz Core2Duo, 4GB Ram, 500GB HDD (7200rpm), 9600M GT 512MB + 94000M GT

3rd MacBook Pro 2.53Ghz Core2Duo, 4GB Ram, 320GB HDD (7200rpm), 9600M GT 512MB + 9400M GT

2nd Macbook Pro 2.5Ghz Core2Duo, 4GB Ram, 200GB HDD (7200rpm), 8600M GT 512MB
1st Macbook Pro 2.4Ghz Core2Duo, 4GB Ram, 200GB HDD (5400rpm), 8600M GT 256MB

Xnet Fusion: Torrent plan, VFX, using Linksys SPA2102

Simonm

181 posts

Master Geek

#134816 1-Jun-2008 21:22

Here is the guff on the Ingram service move:

Ingram outsourcing aimed to boost service
Will have little or no effect on local resellers, says managing director Jay Miley
By Louis van Wyk, Auckland | Friday, February 22 2008

Relocating some of its local purchasing and credit activities off-shore will allow Ingram Micro to redeploy resources into customer service roles, the company says.
The distributor plans to outsource a number of its transactional purchasing and credit functions to an Ingram Micro facility in Malaysia.
While the changes will result in two redundancies, they will have little or no effect on local resellers, says managing director Jay Miley.
“We’re not mass relocating our credit or purchasing functions – just certain activities in both areas. Most of these are back-office related. This move will have little, if any, impact on our partners here in New Zealand.”
However, Miley says the changes will free up resources that can be redirected into boosting service levels. “It is not about moving headcount, but to create funding to redeploy resources into revenue generating roles that touch vendors or customers directly.”
The move is a continuation of Ingram Micro’s effort over the past year to increase the number of customer-facing staff and to streamline its business, says Miley.
“Over the past 12 months we have been focusing on improving the quality of service provided to our partners. During that time we have increased the number of customer-facing staff who work directly with our customers, and have streamlined our internal structure with the formation of new product divisions.”

No definite date is set for the change and the company will run parallel processes in Auckland and Malaysia to ensure service levels are not impacted, says Miley. “We are going to spend a considerable amount of time and effort in the transition of the activities.”
Copyright © Fairfax Business MediaFairfax Media Publications Pty Limited, 2008 Privacy Policy

As to a list of suppliers, Ill leave this thread about Ingram for Ingram matters, perhaps another thread with reseller/distrbutor talk?

Adamal

544 posts

Ultimate Geek

#135075 2-Jun-2008 22:58

I've had the problem with backorders before. Ordered a mouse and keyboard for a mate, which was backordered by a week. Finally got it about 2 months later.

With the last company I worked for, our point of contact was really good, she would go out on a limb for us.

crapinator

51 posts

Master Geek

#135107 3-Jun-2008 09:00

im glad I am are not the only one.

And speak of the devil. the laptop I ordered on the 27th of may that was meant to be available the next day ( i rang to confirm and the shipment was meant to be DEFINATE ) went to the 4th of june, which is ok, it has now been bumped back till the 12th of june.fantastic.. I have to check these orders too - no one calls to let me know

Meanwhile the RAM and office for it has arrived and my customer is having to wait for their laptop which they desperately need.

Matt

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crapinator

51 posts

Master Geek

#135362 4-Jun-2008 07:24

LOOL techpac = fail

ok now this is just getting stupid!

my backorders

a monitor that was on a 45 day wait is now 60 days
laptop battery is now "overdue" really ? how insightful, its only been 3 months it was due today! bah humbug grumble grumble
2 other orders have come forward to tomorrow the 4th, but i wont hold my breath

Matt

Simonm

181 posts

Master Geek

#135384 4-Jun-2008 08:49

For me their ETAs have been pretty good. Although if its not in stock with them I rarely order. Simply order elsewhere or tell the customer that if we do order it it might take a while.

There are plenty of other suppliers out there with better prices/service.

-Snappernet for networking gear
-Dove - for Viewsonic, acer, sony, gigabyte products
-Synnex - for Intel, Viewsonic, ASUS, kingston
-BDT - for Intel, microsoft, gigabyte,