Anyone who has worked a support line knows this call. It starts with "Hi, how can we help you today?" and somehow ends up nowhere near an order. This time it's Dom from our warehouse on the other end, and the customer is sharing everything except the reason they rang.
In this video:
- Dom taking a call that keeps going and going
- A skateboard, a pallet stack and a car as the call drags on
- The confession that tops it all off
What happens in this video?
The on-screen caption sets it up: "pov: a customer is saying everything BUT the reason why they called." Dom starts the call outside our Clayton South warehouse standing on his skateboard, phone to his ear. A few seconds later he's lying flat on the board in the middle of the warehouse floor, then sitting on top of a stack of cartons, then slumped in the driver's seat of a car. He's still on the same call the whole time.
The only voice you hear is the customer's, and they're opening up. "I've never told anybody this before, like anybody." What follows is a very personal story from 2014 involving $87 spent on Candy Crush. No order number, no product question, just a lot of sharing.
If you've met Dom before, it was probably in Meet Dom, the Ex-Pro Skater Packing Your Bubble Tea Order.
What's the fastest way to get help from Sunwide?
Lead with the reason you're getting in touch. It sounds obvious after watching Dom's afternoon, but it genuinely saves time on both sides. If it's about an existing order, have your order number ready. Our contact form has a field for it, so the team can find your order straight away.
If you need to change or cancel an order, contact us as soon as possible. Once an order has been packed, dispatched or prepared for pickup, there may be less we can do.
Which contact option should I use?
- Phone: call 0401 882 727, 10:00am to 4:00pm on weekdays.
- Email: write to info@sunwide.com.au.
- Contact form: send a message through the contact page, with your order number if you have one.
- WeChat: available for product enquiries, wholesale support and order assistance. Details are on the contact page.
- Social: message us on Instagram or Facebook.
Should I place my order over the phone?
For most orders, no. Placing it directly on the website is faster to process and more accurate, because you pick the exact products and quantities yourself. The exception is anything out of the ordinary. For a large order, a special request or a wholesale enquiry, get in touch with the team before you place it.
If you're buying for a shop or cafe, our guide on how to order wholesale covers setting up an account, and our FAQ page answers the questions we hear most.
Can Sunwide help me with a recipe?
Yes, and it's one of the better reasons to get in touch. As the description on this video says, you can message us for a quick recipe for your favourite drink. You can also browse recipe ideas yourself in Guides & Recipes or build a drink from our Shop by Menu page. If you're not sure which products to choose, the team is happy to give general product guidance.
The life advice on the side is unofficial. Dom will listen anyway.
