McMaster Carr bitch.

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Rob Fraser

Posted: Thu Mar 27, 2008 7:18 am

Guest

Well, just when you thought you heard it all.....

I sent in a request for the 2008 McMaster Carr catalog as they added a
lot and they are close to my shop. I have been a loyal customer since I
started in the business about 15 years back.

On to the letter I got in the mail yesterday stating that "Due to a
limited supply of catalogs we are unable to send you one....etc...please use
online ordering"

Well, I had a $4,633.22 order that I needed to place immediately and used
the 07 book to compile the order and I called the person who sent the
letter. A Ms. Shadi Kerwish and mentioned the order and she got all happy--
and I said that I will NEVER give them another dime of my company or
personal money if this is how they wish to treat customers who need a road
book or catalog. I told her that Grainger, Fastenal, Lawson all had
accommodating pallets full of catalogs and that the order was going to be
placed with Grainger as I had the catalog in hand, and saw what I needed and
so did my client.
If they want to cut corners, they can cut customers too. I took this as a
personal insult and I thought I would post this and see if any of you got
the same treatment. Never again....... Last year I did close to 25k in
business with them. Gone due to one sales person or penny-pincher who can't
even spring for a catalog.
On to a fresh note, Fastenal actually sent a rep to my shop and discussed
my needs. I showed him my parts ledgers and we worked out a fair price
margin on the spot with guaranteed free delivery via local truck. Grainger
has always been a pleasure to deal with and between them and Fastenal I see
a lot more of my business going there. I also plan on calling the president
of sales and making a very vocal complaint about this entire joke of a
letter. If my money is not welcome from ordering from your catalog- kiss my
ass.

Venting.....

Rob Fraser

Fraser Competition Engines
Chicago, IL.

Lloyd E. Sponenburgh

Posted: Thu Mar 27, 2008 7:34 am

Guest

"Rob Fraser" <FraserRacing"AT"RobFraser.Net> fired this volley in
news:hL6dnd11yrg3DXbanZ2dnUVZ_jqdnZ2d@comcast.com:

Quote:

I sent in a request for the 2008 McMaster Carr catalog as they
added a
lot and they are close to my shop. I have been a loyal customer since
I started in the business about 15 years back.

On to the letter I got in the mail yesterday stating that "Due to a
limited supply of catalogs we are unable to send you
one....etc...please use online ordering"

Rob, don't shoot yourself in the foot just because of ONE customer
service fuck-up. You know as well as I do that they're just about the
best company around in terms of customer service. If they screw up,
they'll fix it.

But saying you'll never do business with them again after only one
problem is kind of like saying you'll never eat anything again because
Motts put too much sugar in this month's batch of applesauce.

There's got to be some reason you didn't automatically receive a catalog
-- we did, and we didn't do as much business with them as you did.

Also... did they say you'll _never_ get a catalog, or just that they were
out right now? They print them more often than just once a year.

LLoyd

Rob Fraser

Posted: Thu Mar 27, 2008 7:43 am

Guest

"Lloyd E. Sponenburgh" <lloydspinsidemindspring.com> wrote in message
news:Xns9A6E574D64E54lloydspmindspringcom@216.168.3.70...

Quote:

"Rob Fraser" <FraserRacing"AT"RobFraser.Net> fired this volley in
news:hL6dnd11yrg3DXbanZ2dnUVZ_jqdnZ2d@comcast.com:

I sent in a request for the 2008 McMaster Carr catalog as they
added a
lot and they are close to my shop. I have been a loyal customer since
I started in the business about 15 years back.

On to the letter I got in the mail yesterday stating that "Due to a
limited supply of catalogs we are unable to send you
one....etc...please use online ordering"

Rob, don't shoot yourself in the foot just because of ONE customer
service fuck-up. You know as well as I do that they're just about the
best company around in terms of customer service. If they screw up,
they'll fix it.

But saying you'll never do business with them again after only one
problem is kind of like saying you'll never eat anything again because
Motts put too much sugar in this month's batch of applesauce.

There's got to be some reason you didn't automatically receive a catalog
-- we did, and we didn't do as much business with them as you did.

Also... did they say you'll _never_ get a catalog, or just that they were
out right now? They print them more often than just once a year.

LLoyd

Lloyd,

I called and they have them. They offered "now" to send it and I told them
to keep it and look at my order history. The lady was a total bitch and I'm
going to go to the top to make sure my complaint is heard. She said "just
use the internet" my retort- "how do you show a client a part when you are
in the field and have no internet?" dead silence....
I work hard for my money and I expect no, demand my vendors do the
same. If this is the cost cutting they were rumbling about I don't need the
headache. Grainger is getting a lot bigger and better with odd-balls and
there is one about a mile from me and they deliver when I'm in a pinch.

Rob

Fraser Competition Engines
Chicago, IL.

Ignoramus17842

Posted: Thu Mar 27, 2008 8:12 am

Guest

Rob, my impression from Grainger is that they do not have the same
stuff as McMaster. They are not really an alternative to McMaster, any
more than Home Depot is an alternative to Walgreens pharmacy. Is that
wrong?

i

Pete C.

Posted: Thu Mar 27, 2008 8:43 am

Guest

Ignoramus17842 wrote:

Quote:

From what I've seen dealing with both, Grainger carries a small subset
of that McMaster carries. If what you need is mostly industrial /
commercial maintenance products, Grainger is probably fine.

David Merrill

Posted: Thu Mar 27, 2008 9:41 am

Guest

Apparently a long standing complaint against McMaster-Carr; see the
following Google Groups search.
http://groups.google.com/groups?hl=en&q=McMaster+Carr+catalog&um=1&ie=UTF-8&sa=N&tab=wg

If this is a question of company policy, perhaps a letter to the CEO (Chief
Executive Officer) would be more effective than one to the sales executive.
Here is a place to get the CEO's contact information.
http://biz.yahoo.com/ic/135/135634.html

David Merrill

"Rob Fraser" <FraserRacing"AT"RobFraser.Net> wrote in message
news:hL6dnd11yrg3DXbanZ2dnUVZ_jqdnZ2d@comcast.com...

Quote:

Well, just when you thought you heard it all.....

I sent in a request for the 2008 McMaster Carr catalog as they added a
lot and they are close to my shop. I have been a loyal customer since I
started in the business about 15 years back.

On to the letter I got in the mail yesterday stating that "Due to a
limited supply of catalogs we are unable to send you one....etc...please
use
online ordering"

Well, I had a $4,633.22 order that I needed to place immediately and
used
the 07 book to compile the order and I called the person who sent the
letter. A Ms. Shadi Kerwish and mentioned the order and she got all
happy--
and I said that I will NEVER give them another dime of my company or
personal money if this is how they wish to treat customers who need a road
book or catalog. I told her that Grainger, Fastenal, Lawson all had
accommodating pallets full of catalogs and that the order was going to be
placed with Grainger as I had the catalog in hand, and saw what I needed
and
so did my client.
If they want to cut corners, they can cut customers too. I took this as
a
personal insult and I thought I would post this and see if any of you got
the same treatment. Never again....... Last year I did close to 25k in
business with them. Gone due to one sales person or penny-pincher who
can't
even spring for a catalog.
On to a fresh note, Fastenal actually sent a rep to my shop and
discussed
my needs. I showed him my parts ledgers and we worked out a fair price
margin on the spot with guaranteed free delivery via local truck. Grainger
has always been a pleasure to deal with and between them and Fastenal I
see
a lot more of my business going there. I also plan on calling the
president
of sales and making a very vocal complaint about this entire joke of a
letter. If my money is not welcome from ordering from your catalog- kiss
my
ass.

Venting.....

Rob Fraser

Fraser Competition Engines
Chicago, IL.

Ignoramus17842

Posted: Thu Mar 27, 2008 10:03 am

Guest

On 2008-03-27, Pete C. <aux3.DOH.4@snet.net> wrote:

Quote:

Ignoramus17842 wrote:

Rob, my impression from Grainger is that they do not have the same
stuff as McMaster. They are not really an alternative to McMaster, any
more than Home Depot is an alternative to Walgreens pharmacy. Is that
wrong?

i

From what I've seen dealing with both, Grainger carries a small subset
of that McMaster carries. If what you need is mostly industrial /
commercial maintenance products, Grainger is probably fine.

That's my impression as well.

i

Lloyd E. Sponenburgh

Posted: Thu Mar 27, 2008 10:15 am

Guest

Ignoramus17842 <ignoramus17842@NOSPAM.17842.invalid> fired this volley in
news:yrOdnYzmCPPDKnbanZ2dnUVZ_qLinZ2d@giganews.com:

Quote:

From what I've seen dealing with both, Grainger carries a small subset
of that McMaster carries. If what you need is mostly industrial /
commercial maintenance products, Grainger is probably fine.

That's my impression as well.

Grainger has recently gotten into the raw materials business, also. They
are suffering from the fact that MSC and McMaster both sell all the same
stuff as Grainger, but Grainger didn't carry all the itsies the other two
do.

About the only thing I think Grainger is really superior on is electrical
and HVAC components.

LLoyd

Maxwell

Posted: Thu Mar 27, 2008 11:41 am

Guest

"Rob Fraser" <FraserRacing"AT"RobFraser.Net> wrote in message
news:hL6dnd11yrg3DXbanZ2dnUVZ_jqdnZ2d@comcast.com...

Quote:

Well, just when you thought you heard it all.....

I sent in a request for the 2008 McMaster Carr catalog as they added a
lot and they are close to my shop. I have been a loyal customer since I
started in the business about 15 years back.

On to the letter I got in the mail yesterday stating that "Due to a
limited supply of catalogs we are unable to send you one....etc...please
use online ordering"

Well, I had a $4,633.22 order that I needed to place immediately and
used the 07 book to compile the order and I called the person who sent the
letter. A Ms. Shadi Kerwish and mentioned the order and she got all
happy-- and I said that I will NEVER give them another dime of my company
or personal money if this is how they wish to treat customers who need a
road book or catalog. I told her that Grainger, Fastenal, Lawson all had
accommodating pallets full of catalogs and that the order was going to be
placed with Grainger as I had the catalog in hand, and saw what I needed
and so did my client.
If they want to cut corners, they can cut customers too. I took this as
a personal insult and I thought I would post this and see if any of you
got the same treatment. Never again....... Last year I did close to 25k in
business with them. Gone due to one sales person or penny-pincher who
can't even spring for a catalog.
On to a fresh note, Fastenal actually sent a rep to my shop and
discussed my needs. I showed him my parts ledgers and we worked out a fair
price margin on the spot with guaranteed free delivery via local truck.
Grainger has always been a pleasure to deal with and between them and
Fastenal I see a lot more of my business going there. I also plan on
calling the president of sales and making a very vocal complaint about
this entire joke of a letter. If my money is not welcome from ordering
from your catalog- kiss my ass.

Venting.....

Rob Fraser

Fraser Competition Engines
Chicago, IL.

Hey Rob,

I understand your frustration but try see their point as well. Catalogs of
this caliber are not cheap, and EVERYONE wants one, including people that
will never spend a dime. We used to have them stolen from work all the time,
just because everyone and his brother wanted a personal copy at home. I'm
sure their sales team is coached often on the cost of these things, and the
importance of not passing them around like cheap ink pens. Sounds like you
might have ran head on, with a clueless newbie.

Considering the size of your account with them, I would recommend calling an
asking if a specific person was assigned to your account or district. If so,
then ask for them. Either way, tell them how long you have been a customer,
and how much you usually spend, and explain that you have been refused a
catalog. Considering the size of your current order, I wouldn't be surprised
if they sent you two. Don't gamble on letting some air head that's probably
new and clueless, cause you to make a business decision that might cost you
time and money in the future. If this doesn't work, then take time to vent
to the CEO's office.

Good luck, hope you can work it out.

David Courtney

Posted: Thu Mar 27, 2008 12:02 pm

Guest

I think it's just a different corporate "marketing philosophy".
Did you ever notice that you don't get the "weekly specials" flyers and
mini-catalogs for McMaster-Carr like you do from MSC or Grainger?

Ignoramus17842

Posted: Thu Mar 27, 2008 12:15 pm

Guest

Maxwell has a good point. I would just write a postal letter to
McMaster Carr.

i

Bob F

Posted: Thu Mar 27, 2008 1:31 pm

Guest

"Rob Fraser" <FraserRacing"AT"RobFraser.Net> wrote in message
news:hL6dnd11yrg3DXbanZ2dnUVZ_jqdnZ2d@comcast.com...

Quote:

I try to make a point of notifying management at businesses when I have a
problem, with the thought that it not only gives them a chance to satisfy me, it
gives them a chance to avoid offending other customers, and a chance to save
their business - if they care. If everyone did the same, many businesses would
have the chance to keep customers satisfied, and stay successful longer. If they
have a problem employee, don't you think they would like to know?

Paul K. Dickman

Posted: Thu Mar 27, 2008 1:34 pm

Guest

"Rob Fraser" <FraserRacing"AT"RobFraser.Net> wrote in message
news:hL6dnd11yrg3DXbanZ2dnUVZ_jqdnZ2d@comcast.com...

Quote:

Frankly, I have a problem getting rid of their catalogs.

Thirty years ago, I was building kilns in a pole barn in southern Illinois.
I got the same response from them you had.

Fast forward to ten years ago. I ordered online from them and checked the
box for open account.
They gave me an account, no problem. After several months of small orders
($100 a month) and paying promptly, I got a catalog shipped to me without
asking. They've shipped me a new one every year.

Having been trained by my earlier experience, I can't bring myself to pitch
them out.
I usually have three or four of them around at any point in time.

Paul K. Dickman

Leo Lichtman

Posted: Thu Mar 27, 2008 2:34 pm

Guest

"Paul K. Dickman" wrote: Frankly, I have a problem getting rid of their
catalogs. (clip)
^^^^^^^^^^^^^^^^^^^
You could send one to Bob Frazer <G>

Guest

Posted: Thu Mar 27, 2008 3:23 pm

On Mar 27, 8:18 am, "Rob Fraser" <FraserRacing"AT"RobFraser.Net>
wrote:

Quote:

Venting.....

Rob Fraser

It's important to go into these situations with a hot head, ready to
kick in some skull. There's no room for a cool attitude or a hint of
understanding/tolerance when dealing with your suppliers (much less
your customers), or indeed any facet of civilized society.

I can tell you from first hand experience that you're far more likely
to get what you want when you raise your voice, start spitting into
the phone receiver, or better yet, insulting someone's loved ones.

You've nailed it Rob. If everyone acted on a combination of bad faith
and the temporary shot of adrenaline coarsing through their veins, I'd
be teleporting to work tomorrow (without a cold).

Regards,

Robin

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