nortelglass.com customer service total crap?

[blindbudsmoker]

I usually don't say much and just move on but has any one had any luck with this company? I need 3 little pieces to a premix burner and these people are a total joke.

first call a month ago, asked for parts, got put through to peter. How old is this guy? I explain what i need he says "ok, call back in a couple days". I say ok. I call back a couple days later, he forgot who i was and what i needed, whole conversation again and he says to he will have them by next week. so wait another week and call back, he doesn't remember me, i explain again and he says he will have them ready to ship by next week, this time takes my address down.

at this point i call and ask if i can speak to any one else besides peter, i get Paul, he says he has all ready mailed them out and i should have them in a day or two. this was a week ago.

week 4 now, i call today and ask to speak with peter, on hold for a minute then peter picks up, ask "who is this" i say Ben, he says " hold a sec" chuckles and immediately puts me on hold, then i get disconnected.

kinda BS

that is all.

[mer]

That's weird, I've really only ever heard good things in the past. I don't use a nortel but i'd have to say they have the least number of complaints about customer service of any company. I hope it's just a series of misunderstandings?

[blindbudsmoker]

At this point I have no reason to call back. Wasted a month trying to deal with them. The old guy needs to step down Imo.

[menty666]

I've never had to order parts, but I've had decent experiences when I've needed to call for advice on torch fixes.

While they have a US office, they're Canada based, so it's possible your parts shipped from there and are stuck meandering through customs.

[blindbudsmoker]

That was part of the first call with Paul, I told him i haven't gave a CC number yet, he said call him when i get them and deal with it then.

[Emmett's Glass]

Maybe you should ask for Terrance & Philip and see if those 2 flappy headed Canadians can get it straightened out for you.
E

[Bro-crispy]

Went through a similar run-around with Peter regarding a ribbon burner tip. I never got so far as them actually claiming to send me anything. Just several promises of a call back, and me eventually getting tired of calling them and reminding them about me. Several weeks of time wasted. Eventually I just bought the ribbon tip I needed from Glasscraft (in a National brand, they don't carry the nortel ones).

I will say that he was very nice the whole time, and gave me some useful information about what I needed for my application. I believe that he is one of their main engineers/ designers. But as far as sales reliability, yes, total crap.

[richsantaclaus]

Peter has ALWAYS been a gentleman and VERY helpful each and every time I called and needed parts. I'm sorry you've had trouble.

[blindbudsmoker]

Peter has ALWAYS been a gentleman and VERY helpful each and every time I called and needed parts. I'm sorry you've had trouble.

yes he was those things for sure, just the part that he didnt remember talking to me the week before part....

[menty666]

I kind of pictured him as the mad scientist type after talking to him.

[Aymie]

I thought the guy I always talk to at Nortel is named jack...but maybe I am wrong. Either way, they are always awesome and super helpful. He walked me through taking apart my torch, pointing out every tiny spot that could be a problem when I was having issues. It went on for multiple calls, and he remembered me each time.

In my opinion, they gave the best customer service of any glass related business.

However, when I needed a new tip I got one from ABR. That order went fine but I just had a terrible run in with them.