Discussion
I've been having a dispute with a local chain store about a cycle bag I bought from them which failed after only a few months of use.
Now its only £15 or so but its annoying, and when I returned it to the shop they insisted on making it a warranty claim, despite the failure being very obviously a manufacturing fault, and despite me having spent a rather large sum of money in their shop. Failure of the bag can result in a lost phone, keys, tools, etc. This was the fourth product from this manufacturer that has broken, but they do tend to corner the market and choice is limited.
I wasn't very happy with the way my complaint was dealt with (especially as in the shop I demonstrated the employee lying about the reliability of the product, red handed) so I contacted the head office CS department (of the shop I bought it from), who promised to sort it all out.
So after a month, I've heard nothing about the matter, and I emailed them last night to tell them that "nobody had been in touch". Unfortunately for them I share the same christian name as one of the employees in the shop, and the CS lady emailed back thinking I was that employee - and how it might be a bonus that "the customer" (me) hadn't been back in touch.
So how would you react to that? Yes its only £15 or so and I've already replaced it with a better product from another shop, but tbh I want to have a bit of harmless fun with a company that doesn't employ common sense and hopefully get a voucher to give to a mate or something.
Now its only £15 or so but its annoying, and when I returned it to the shop they insisted on making it a warranty claim, despite the failure being very obviously a manufacturing fault, and despite me having spent a rather large sum of money in their shop. Failure of the bag can result in a lost phone, keys, tools, etc. This was the fourth product from this manufacturer that has broken, but they do tend to corner the market and choice is limited.
I wasn't very happy with the way my complaint was dealt with (especially as in the shop I demonstrated the employee lying about the reliability of the product, red handed) so I contacted the head office CS department (of the shop I bought it from), who promised to sort it all out.
So after a month, I've heard nothing about the matter, and I emailed them last night to tell them that "nobody had been in touch". Unfortunately for them I share the same christian name as one of the employees in the shop, and the CS lady emailed back thinking I was that employee - and how it might be a bonus that "the customer" (me) hadn't been back in touch.
So how would you react to that? Yes its only £15 or so and I've already replaced it with a better product from another shop, but tbh I want to have a bit of harmless fun with a company that doesn't employ common sense and hopefully get a voucher to give to a mate or something.
Yep - their "bonus" is now your bonus. Do as the above poster suggested, I'm sure she'd prefer that you didn't bring her gaff to the knowledge of the MD etc. and will be pleased to sort this out promptly.
If she doesn't - mail the MD, forwarding her email enquiring whether that's how they perceive their customers etc. etc.
If she doesn't - mail the MD, forwarding her email enquiring whether that's how they perceive their customers etc. etc.
Matt_N said:
andygo said:
I'd email her back, thanking her for her kind email. And then tell her that you ARE the customer, and what is she going to do about it. Oh' and can you have the email address of the MD?
+1
Get the MD's e-mail address from someone else, then forward her e-mail to the MD and copy her in!
Edited by MitchT on Friday 6th March 12:55
andygo said:
I'd email her back, thanking her for her kind email. And then tell her that you ARE the customer, and what is she going to do about it. Oh' and can you have the email address of the MD?
Thanks. Although I refrained from any threats, I sent this:my reply said:
Oh dear. So it may be a bonus not to hear back from the customer - which is me?
That's great customer service. Well done. You can rest assured that ******** will never see my custom again. From now on its Leisure Lakes, Harry Halls, or Decathlon for me.
Now where is my bag?
Parrot - the CUSTOMER.
That's great customer service. Well done. You can rest assured that ******** will never see my custom again. From now on its Leisure Lakes, Harry Halls, or Decathlon for me.
Now where is my bag?
Parrot - the CUSTOMER.
And they're giving me a new bag (which I'll flog as I won't ever have that manufacturer's product on any of my bikes ever again).
king wuss 
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