Case study-ordering from two different suppliers.

[Rockers]

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.

[mimosatexas]

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.

[ericheartsu]

just chiming in to gush even more on kevin and paige.

[Rockers]

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.

[Maff]

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.

[prozyan]

Adding my voice to the Kevin fan club.

[farmboygraphics]

Adding my voice to the Kevin fan club.

Ditto!

[RICK STEFANICK]

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?

[Rockers]

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.

[CBCB]

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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[mimosatexas]

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...

[CBCB]

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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[1964GN]

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.

[RICK STEFANICK]

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.

[RICK STEFANICK]

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