Finally, we managed to get a hold of our Home Decor Consultant to schedule in a follow up colours appointment. Also managed to fit in a quick electrical appointment to correct some of the minor issues. 

The colour appointment took approx. 2.5 hours and went a lot smoother than the first appointment. We focused on correcting the many errors that we identified from the colour schedule report and variation documents, we noted down all items that we actually selected and took photos of all our selections to ensure that what is delivered in the house matches our selections. At the sales stage, when you are quoted for the staircase, keep an eye on the description and cost they list for the staircase... staining is apparently not included in the cost although the description says to match the staircase in the display home. Even our home decor consultant was surprised that the high cost we were given for the staircase didn't include the staining. 

In terms of the changes to our colours & selections, we were very pleased to receive the updated report and variation document on the same day, instead of facing a 3 week delay. I must say, the total amount of the upgrades really does creep up on you. One thing to note is that any upgrades for the driveway of your home will appear as a separate variation document which will be added at a later stage to your New Home Contract.

Not long after we left Studio M, we received a call from a member of the CSC team to introduce herself as our new CSC, it turns out that our previous CSC was finishing up today.... interesting news. Hopefully we have better communication with the new CSC. 

We would love to have fantastic things to say but maybe that will happen some day "soon".

It has been 1 month since our colours appointment and we are still no closer to finalising the selections. What the Home decor consultant advised was that we would have our estimates in a week, that turned out being 3 weeks. The estimates are incomplete and incorrect in various places so we wanted to head back in for a second appointment to go through it again, the HDC said she would call us the next day to schedule something... and yes you guessed correctly, we didn't receive a call. A follow up email was sent and has not been responded to in a week. Calling the number on the email signature gives you a this number has been disconnected . Call head office and can't get through either.. We just want to get our selections done!!

This brings us to the CSC, 1 month and we have not heard back from her. Have tried to call but get a message that she's in a meeting. Sent a follow up email to her a few days ago, even asked for a read receipt. The CSC read the email (have proof from the read receipt) but still has not responded.

DOES ANYBODY THERE KNOW HOW TO PROVIDE GOOD CUSTOMER SERVICE? DOES ANYONE POSSESS ANY COMMUNICATION SKILLS THERE?? I don't understand how difficult it could be to respond to your customers. I know we are just numbers to you but can you please get your act together and start looking after your numbers.

J.

Piece of good news on the land side... settlement may now be one month earlier! Very exciting news!!

Well due to the lack of service we are currently getting from the big M, I thought it seemed like a good time to share a little on the issues we have faced so far and to note down a few pointers for new home builders so you can avoid the stressful and frustrating experience we are having.

Things to note:
- When you are told a price hold extension will be possible, do not believe that. "head office" are apparently a lot stricter now and don't allow for price extensions. Meaning that they hold price for 6 months and any time beyond that you get penalised a certain percentage of the estimate price.

- costing of council requirements and energy rating items only get factored in at the preliminary contract and they are not cheap. So be sure to ask that those costs are factored into your initial estimate for a better indication on costs.

- Always ask for fixed site costs for the peace if mind of locked in costs however be mindful of what grade slab you are given to ensure that it suits your land/soil.

- Schedule your colours and electricals appointment separately, both appointments are lengthy and you want to be completely focused and alert when going through these appointments.

- Do not expect to be selecting your tiles at the colours appointment, this isn't their "process" but they won't tell you until you ask them. Our CSC told us that Beaumont (they) won't schedule our tiles appointment until we sign a building contract. Her words.

- Review the documents on My Metricon and speak to your sales consultant about the steps (get it in writing) as the documentation appears to be quite out dated and is misleading. We are currently being taken through a process that is different to their documents.

- Plan and prepare your electricals prior to the appointment. friends of ours suggested to put the kitchen on a different circuit to the rest of the house.

- Spend time working out your colours prior to your appointment, come up with at least two options for each item incase the price of your first choice is too expensive.

- DO NOT let your home decor consultant dictate the flow of the appointment. Our experience is that they are just there to tick boxes but not offer any real interior design suggestions or advice. Do not expect to get an estimate of your costs at the end of the appointment, it won't happen.

- Do not expect a lot of TLC from your CSC as you probably won't get any unless they are new on the job. Those new on the job seem to care more and still act interested in helping you and not just sitting through 9-5 to earn their paycheck.

-Most importantly GET EVERYTHING IN WRITING!!! Even if it's a silly question it doesn't matter. Better to be safe than sorry.

Will update this as I think of more lessons. Issues will be in the next post.

Hope our lessons are helpful to any first home builders.