Third lot of questions: finding a buyer
- How have you found the Purplebricks tech platform?
I found it frustrating that when I was out walking I needed to log on but on 4G the site had trouble loading (continually buffering) and I had to wait to get to a WiFi spot.
I find it annoying that my browser doesn’t remember my e-mail address and I have to re-type this each time. I think the app works slightly better.
I didn’t like the fact that I could see potential buyer’s personal details like telephone numbers and wondered if the buyer was aware of this and as a seller, was my number being shown?
The viewers details disappeared after an offer was made, later I clicked on the negotiate button and then the details re-appeared, also I saw a move date of 3rd August which now seems to have disappeared. Things do seem to be hidden or come and go on the website.
An email alert was sent asking for solicitor’s details (with no link) so I had to fish around the site to input the solicitor’s details and go through a few menus before I found the page.
A major flaw with the on-line negotiation, is that when the viewer put an offer in there were options of “accept” “decline” or “Instruct your agent to negotiate on your behalf.” I texted Agent1 and asked if they could qualify where the buyer is and if we should hold out for another offer and they said to select “agent negotiate”. The next thing a message from the buyer popped up saying glad we accepted and asking when we are ready to move!
A day later in the morning a flurry of emails arrived, one being “congratulations, you have sold your property” and notifications of the remaining viewings that had been cancelled. This came as a surprise as I thought we would have a few more viewings before deciding, as someone with a lower offer may have been in a better position and more viewings may have generated more competition
So the major problem is that the seller needs sole autonomy on accepting the sale after the agent has negotiated. The agent should not be allowed to accept on your behalf, negotiate first, yes but accept should be for the seller only to activate.
The fact the e-mails came in as a flurry at 09:30 suggests this is when the office opens so in effect you don’t have 24 hours notification, basic e-mails are being withheld (including congratulations you have sold) until office hours. This is a major flaw.
To boot, it’s flaky and not easy to navigate. It is slow and sends you around in circles which is poor for something which is really a very basic application by modern standards.
- Have you communicated directly with any potential buyers?
As above. This was then followed by a question, then another question, a comment, a question, a comment..… I am now appreciating the difference of having an Estate Agent as a “buffer” to keep some anonymity. I don’t mind answering questions as these are expected but I don’t want to get into random conversations about their village fete and have to end my message with the reciprocity XOXO kisses in fear of alienating the buyer.
When you see a message pop from the buyer the first thing I feel is worry and then to find it is not about the asbestos shed but how she loved your daughter’s shoes you have to type back some random nonsense through gritted teeth. However in comparison I am buying through an Agent and have had radio silence for 5 weeks, so in contrast it is good to keep up communication to set the buyers mind at ease and at least this way, although it is a pain it is allowing me to gauge how keen/serious the buyers are.
- Was it easy to set your diary for viewings?
The diary was a bit hit and miss.
I didn’t actually set the diary as viewings were managed on my behalf. An e-mail or message would pop up when there was a viewing organised between Agent2 and a viewer. This could be very inconvenient, because a viewing could appear at any time. I got no say in when they might happen, which makes planning our life difficult while it’s going on.
One of the bookings was cancelled and the Agent2 turned up for it and promptly told me “I’ve got viewings so you’ll have to go” which immediately got my back up, I told them that the viewing had been cancelled in the diary “oh has it?”. So obviously it is failing on their side. This was one of two booking mix-ups which really shouldn’t happen with an on-line calendar.
I found it frustrating when someone wanted a second viewing and the Agents were not replying and I was getting more requests from the viewer. Turns out Agent1 had done their bit and Agent2 was in charge of viewings but wasn’t doing viewings that week because it was school holidays! In the end the Agent2 did sort a second viewing but at one point I thought I would have to host this and was asking what the £300 “unlimited” accompanied viewings was for. It would be interesting to know how the viewer found it.
- Was your Local Property Expert available for you?
Agent1 has been great, but like with the high street Agent, you always get a good “showman” initially and after you’ve signed up, it is handed over to the sub-standard agent, Agent2. When I got an offer, I raised some questions about the buyer, which were met with “I don’t know, Agent2 did the viewing” who I didn’t even have a contact number for. At that point it would have been nice to chat to the agent to find their impressions of the buyer, and for them to advise. I felt the agents didn’t liaise between themselves and once their job is done the baton is passed on to the next person.
Agent1 sent me a text saying you are now being transferred to the post sales department, and sent a long message asking for a review which I tentatively gave even though the process hasn’t finished yet.
Saying that, I have had weekly e-mails from the post sales department with the state of play which is much better than I’ve got from the High St agents I am buying from. They also made us aware of some questions which were with our solicitor and were waiting for us to answer. They rang our solicitor which prompted them to send us the questions, so I am happy with post sales.
Agent1 is also copied in on the e-mails and has input on some questions so they are still getting involved.
I think there should be a bit of extra hand holding for the seller upon an offer, and more liaison between agents, it would have been nice to have had an introductory phone call from Agent2 but in general I have been happy with Agent1 and post sales.