FW: REPLY - The demise of Maplin

[Keith Doxey <keith.doxey@xxxxxxx>]

Hi All,

I have recieved a reply to my message and posted a copy of Maplins reply
along with my response as I feel many others on this list have similar
feeling.

This is now the end of the discussion with Maplin as far as I am concerned.

Keith

-----Original Message-----
From:	Keith Doxey [SMTP:keith.doxey@xxxxxxx]
Sent:	20 October 2000 15:39
To:	Dave.Whittle
Subject:	RE: S026/20/10   Fw: The demise of Maplin

Dave,

Thank you for the prompt reply. I escalated the email to customer services
out of frustration when I thought that I had reached a dead end.

My assumption that the initial reply was autogenerated was made because it
was very brief, signed by webmaster and asked for details when I felt that
I had fully explained myself in the original message.

I have followed your instructions regarding the search and it does perform
as I would expect. The main problem with the website was obviously my lack
of familiarity with it.

When trying to "spec" components for a project I still find a
paper
catalogue to be the best way of browsing all available products
irrespective of company. Maplin/RS/Farnell/Rapid etc.

That said however, the best search engine in the world will not find a
non-existant product. Whilst I fully appreciate the need for all businesses
to make money this still doesn' t change the fact that Maplin has changed
from an excellent speciallist supplier to a company selling anything that
will sell to the masses.

Maplin is not the only company to have done this, a look down any high
street will reveal all department stores selling Computer Games, CD's,
DVD's, Portable TV's etc. Whilst initially this may seem a good thing it
leads to less choice in the long term. Specialist record shops have largely
disappeared because everywhere sells the Top 40 depriving them of the bulk
of their income. specialist TV and Hifi retailers forced out of business by
Dixons, Currys, Comet etc where prices are low but the range again is li
mited to mainstream appeal. This makes it increasingly more difficult to
find less popular items.

I fully appreciate that you cannot continue to send catalogues to people
who do not buy the goods however in my case I have continued to buy goods
but many of my recent purchases have been small amounts from the Norwich
shop. There seems to be no facility for the sale to be allocated to my
customer number which would indicate the account still actively used. When
the shop has not had the stock they have placed the order to have it sent
direct from the warehouse but again they ask for Name and Address not
customer number. As I stated in my original email one of the reasons for
low purchases was the discontinuation of product that I wanted to buy.

Once again, thank you for your reply but it doesnt change the fact that
Maplin no longer holds the appeal that it once did. I still have a need to
buy the parts that I once bought from Maplin and consequently I am now
looking for supplies elsewhere.

Regards

Keith


>  -----Original Message-----
> From: 	Dave.Whittle [mailto:Dave.Whittle@xxxxxxx]
> Sent:	20 October 2000 14:53

> Thank you for your email.
>
> Firstly I would say that the email was not automatic, and that I am
the
> person responsible for the website at Maplin Electronics.
> The explanation was truthful and correct.  I am sorry that you find it
> unacceptable.  My offer to help was genuine.
>
> As with all companies we have to make a profit, and the stocking
> of products
> has to reflect this.  Having said that we still stock thousands of
lines
> that many other business would regard as unprofitable, as we
> believe that we
> need to provide a service in order to maintain and grow customer
loyalty.
> Unfortunately we have failed in your opinion. Without being
complacent,
we
> continue to grow the business and try to tread the very fine line
> of moving
> on, and widening our appeal without offending our existing customer
base.
>
> We simply could not afford to continue to send out the thousands of
trade
> catalogues that we used to do when the sales of products were so low.
>
> Without sales we could not afford to grow our website.  Originally it
did
> not sell, this newer format is more popular with most of our
> customers, and
> allows me to justify the continual developments that are being worked
on.
> To answer your search query, if you go to advanced search and type
7805
in
> the semiconductor finder you will find the results that you expect.
>
>
>
>
>
> Regards
>
> Dave Whittle
>
> Business Development Manager
> dave.whittle@xxxxxxx
>
> DDI (+44) 01226 272 521
>

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