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Unread 05-26-2014, 10:58 PM   #16
StoneTooling
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Thank you Jim and you are correct, it can be very frustrating and I would love to show Ray how we typically do business.

We deal with a lot of contractors and we understand that you guys work on deadlines. According to Google Trusted Stores, we have about a 93% success rate in getting orders out within 24 hours.

Ray, I will get to the bottom of why your order was mishandled and I will check our system to find out where things went wrong.

Stories like this are few and far between but when they happen, it sincerely upsets me which is why I hopped on my computer at 10PM in my living room to address it.
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Unread 05-27-2014, 09:09 AM   #17
Art of Stone
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I have to say, we at MLTSystem Co. are very pleased with Stonetooling's and tiletools' ability to handle our product. This is actually why we have not pressed for more internet distribution companies. Both companies have exquisite customer service.

That being said, I do understand your frustration; patience is not my best virtue.

Just as you see Daniel's late night response from home, on a holiday none-the-less, should indicate to you, they are SERIOUS about customer service. From my experience, these are the ONLY two internet companies you could even remotely expect, this kind of service. Customer Service ranks at the highest level of priority, for MLTSystem Co.

I believe if you give them the opportunity, you will find this to be true, in the end. I have No Doubt whatsoever, Daniel is digging into this elbow deep, with both hands.

Let us know how this all pans out.
Thanks to you Both!!
Best Regards
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Unread 05-27-2014, 10:51 AM   #18
RichVT
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Ernie,

Any chance of adding an east coast distributor like Contractor's Direct so those of us on the right coast can get stuff quicker?

It takes about a week to get stuff shipped to me from Stone Tooling in California. Tile Tools in the Midwest is about 3 days. My orders from Contractor's Direct (Connecticut) arrive the next day.
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Unread 05-27-2014, 11:25 AM   #19
John Bridge
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Ray, and everyone.

I want you all to know that we at John Bridge & Associates harbor a keen interest in the workings of all the companies we are affiliated with. We regularly turn down advertising requests from companies we deem not up to our standards and heartily recommend those we do choose to work with. Stone Tooling is a reliable company that has performed nearly flawlessly during the years we've been acquainted with them.

I think all of us drop the ball once in a blue moon, and this apparently was the case at Stone tooling. Ray, I do hope you'll give them another chance. We certainly will.
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Unread 05-27-2014, 11:52 AM   #20
Higher Standard Tile
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Ray look at it on the bright side. At least it wasn't an Alpha Eco Grinder you ordered from them. I know how much you love them.

I have had good service from Daniel at Stone Tooling also.
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Unread 05-27-2014, 01:35 PM   #21
Art of Stone
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Quote:
Originally Posted by Rich
Ernie,

Any chance of adding an east coast distributor like Contractor's Direct so those of us on the right coast can get stuff quicker?
If they were to meet our and RTC's criteria of product support, I'd expect them to be a welcomed distributor. A full understanding of our product, is of vital importance to us when it comes to distribution.

I can tell you I like Mark and the others I met there.
RTC has had discussion with them in the past, about this topic.
I guess time will tell.

Is three days a Big issue for you?
I'd expect once a job is awarded, it is more than three days before you actually start the job. There are some brick and mortar stores in your area that are expected to be carrying MLTSystem soon.
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Unread 05-27-2014, 01:40 PM   #22
Art of Stone
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It may be a case of they just aren't interested; I do not know the particulars.

I hammer on the Customer/Product Support as this is what is so important to me.
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Unread 05-27-2014, 02:40 PM   #23
RussoTrading
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Ernie hit it right on the head. We want to make sure companies that are distributing MLT, and all of our products know what they are selling. We are extremely pleased with Stonetooling and Tiletools.

We have had conversations with CD and they are still weighing their options.
We are always exploring more opportunities to get products to all of you faster.
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Unread 05-27-2014, 03:05 PM   #24
Art of Stone
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Both Stonetooling and RTC have responded to this without me having to bring it to their attention. This is a testament as to how, on top of their jobs, they really are.

Thanks to both of you!!

Hang in there Ray, you have good people and companies, on your side.
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Unread 05-27-2014, 03:58 PM   #25
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As someone who has ordered many things online over the years I have faced similar situations to what Ray has faced. For example orders that somehow got overlooked and not shipped until I had called to find out what was going on.

Things do go wrong once in a while. My take on it though is that good customer service will first acknowledge that things have gone wrong and then try to deal with it in a manner to keep the customer happy. Pretending things are okay/not responding etc while trying to fix the issue does not work imo.
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Unread 05-27-2014, 04:47 PM   #26
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I couldn't agree more Ravin.

I can honestly say when something goes wrong, it bothers me. I reached out to Ray before I went to sleep and I called him first thing this morning. It bothers me a great deal when somebody isn't happy with us.

We are a small business that does a lot of business and sometimes there is human communication error and sometimes there are computer system communication errors.

We will never be perfect but I think that many of those who have bought from StoneTooling can vouch that we do care about our customer base immensely.
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Unread 05-27-2014, 05:12 PM   #27
blue_can
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I personally have had a good experience with StoneTooling when I have ordered from you Daniel so I'm sure you take good care of your customers. My comment was really aimed at suggesting how things should possibly be handled when things go wrong - I know as a customer I would prefer it that way
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Unread 05-30-2014, 05:12 PM   #28
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Daniel,

I am in the market for a new mixing drill for my thinset & grout. I am considering the Rubimix hand drill, but saw you only have the Rubimix 9BL. Is the Rubimix 9 Plus not available, I can't find any sites that carry it, but on the Rubi site it shows it is a USA available product. It has a more powerful motor, and comes with a case that some of us like to have when purchasing a tool.

Thanks!
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Unread 05-30-2014, 07:37 PM   #29
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I have used stone tooling to supply me with products and must say
Daniel is great to work with.
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Unread 05-30-2014, 08:37 PM   #30
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Add one more vote for Daniel and the fine folks at Stone Tooling.

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