Using Covid as an excuse for poor customer service.
Discussion
There has to be many examples of this however, this one today made me smile.
Fancied a pair of boots from a well know motorbike clothing / wax jacket company so mailed asking re the width fitting of said boots. No reply so mailed again, again no reply so today I thought i'd call them.
The guy I spoke to obviously hadn't a clue and rather than say that he actually said "Oh, due to Covid we can't give details re sizing"...cue me laughing at him and ending the call.
Where has customer service disappeared to?
Fancied a pair of boots from a well know motorbike clothing / wax jacket company so mailed asking re the width fitting of said boots. No reply so mailed again, again no reply so today I thought i'd call them.
The guy I spoke to obviously hadn't a clue and rather than say that he actually said "Oh, due to Covid we can't give details re sizing"...cue me laughing at him and ending the call.
Where has customer service disappeared to?
It seems to get more pathetic the larger the companies get.
Currys (PC World) have been successfully able to lower their pre-existing dire levels of service even further 'because COVID'.
If you're a big business (which, let's be honest will be benefiting hugely from the current rush to buy junk we don't need) and you have not sorted yourself out by now, stop hiding behind excuses.
Currys (PC World) have been successfully able to lower their pre-existing dire levels of service even further 'because COVID'.
If you're a big business (which, let's be honest will be benefiting hugely from the current rush to buy junk we don't need) and you have not sorted yourself out by now, stop hiding behind excuses.
My local Builder’s customer service / diary management has remained as crap as ever, but at least his excuses are now more interesting 
“Yeah sorry, need to switch the day next week. Because of covid, or Brexit, or materials delays, or the current job running over. You can kinda take your pick really, whatever sits best with you. Bottom line is, Monday is now Thursday gov”.
“Yeah sorry, need to switch the day next week. Because of covid, or Brexit, or materials delays, or the current job running over. You can kinda take your pick really, whatever sits best with you. Bottom line is, Monday is now Thursday gov”.
Oh yes and it is ridiculous.
I am in the building trade which is busier than its ever been, honestly the enquiries have been through the roof, too much really and as im an idiot i struggle to say no, not that i have actually earnt anymore money because theres only so much i can do but still there has been more work about.
So you would think that builders merchants would at least stay open the hours they used to pre covid.
Oh no, shutting at 4 or 4:30. closed on saturdays.
'how comes your shut saturday? how comes your shutting earlier?"
yea cos of Coronavirus init mate
wtf
I suppose the only thing is if everyone needs xyz then they will just have to do it within the hours they are open and not at their convenience any more.
I am in the building trade which is busier than its ever been, honestly the enquiries have been through the roof, too much really and as im an idiot i struggle to say no, not that i have actually earnt anymore money because theres only so much i can do but still there has been more work about.
So you would think that builders merchants would at least stay open the hours they used to pre covid.
Oh no, shutting at 4 or 4:30. closed on saturdays.
'how comes your shut saturday? how comes your shutting earlier?"
yea cos of Coronavirus init mate
wtf
I suppose the only thing is if everyone needs xyz then they will just have to do it within the hours they are open and not at their convenience any more.
John Lewis went down the s
tter back in March. I ordered all of our kitchen appliances through them as I wanted the longer warranties and reliable customer service if there were any problems. There were problems (wrong fridge freezer, faulty microwave) and they were st. Because Covid.
tter back in March. I ordered all of our kitchen appliances through them as I wanted the longer warranties and reliable customer service if there were any problems. There were problems (wrong fridge freezer, faulty microwave) and they were st. Because Covid.Everywhere is directing you to their website where you can do everything that a call handler could do for you except when you want to cancel something then you’re instructed to phone.
Except due to corona, all their operators are extremely busy (no they ain’t, you furloughed most of them instead) and a long wait time is to be expected. Unless of course you then put the phone down and simply cancel your direct debit and then low and behold you have a load of missed calls from them.
Grrrr.
Except due to corona, all their operators are extremely busy (no they ain’t, you furloughed most of them instead) and a long wait time is to be expected. Unless of course you then put the phone down and simply cancel your direct debit and then low and behold you have a load of missed calls from them.
Grrrr.
Moos3h said:
Currys (PC World) have been successfully able to lower their pre-existing dire levels of service even further 'because COVID'.
Oddly enough, I had quite good service from them the other day. My work keyboard (at home) failed so I needed a new one, sharpish. I didn't fancy trudging around a dreary Tesco so took a punt with PC World and opted for collection. Turns out they instigated a system where you don't even have to get out of the car to collect your shiny piece of IT. Buy online, drive to store, park in special bay. Go to email, click button to say you've arrived, stick in some details of card and car, wait. Message pops up to tell you that the chap is coming out, pop boot, bloke puts thing in boot, drive off. Job done, sweet as a nut.Now, if I could get Waitrose to do that I'd be a happy man.
Wombat3 said:
Practically every single organisation I can recall calling in recent months has had some kind if "Due to Covid" disclaimer recording - especially with regard to call waiting times.
They seem to have no problem picking up the phone if you dial the sales lines though
It seems I owe my previous electricity supplier over £400. They seem to have no problem picking up the phone if you dial the sales lines though
Their customer service - which was the cause of the debt accruing in the first place - once the outstanding balance became apparent when I switched to another supplier has suddenly become outstandingly proactive and attentive.
Im guessing none of you actually work in a contact centre?
I work in a contact centre for a Bank, for the past few months, we have had twice the amount of forecasted calls come into the contact centre, because people arent going into branches, or are bored at home, so have decided to do things they have been putting off for months, roughly just over half the staff in because the other half either:
Have to isolate due to being in contact with someone who has had a positive test,
Isolate because they have had a positive test,
Be furloughed because they have had a letter from the government,
Have no childcare because schools are closed and there only other childcare are grandparents who are vulnerable,
Have no childcare because their children have been sent home to isolate,
And we are currently having to work for approximately 1 1/2 to 2 hours after the contact centre has closed to answer all of the calls that are still waiting at closing time.
But yeah, Covid is just an excuse to give sht service.
I work in a contact centre for a Bank, for the past few months, we have had twice the amount of forecasted calls come into the contact centre, because people arent going into branches, or are bored at home, so have decided to do things they have been putting off for months, roughly just over half the staff in because the other half either:
Have to isolate due to being in contact with someone who has had a positive test,
Isolate because they have had a positive test,
Be furloughed because they have had a letter from the government,
Have no childcare because schools are closed and there only other childcare are grandparents who are vulnerable,
Have no childcare because their children have been sent home to isolate,
And we are currently having to work for approximately 1 1/2 to 2 hours after the contact centre has closed to answer all of the calls that are still waiting at closing time.
But yeah, Covid is just an excuse to give sht service.
I am usually a fairly chilled person but the other day I left my first online review after receiving poor service and a Covid excuse from a modelshop (modelsport)
Due to Covid and people working from home our phone lines (1) are closed please email....
So you email and it takes 48hrs to get a response which requires another response from me followed by 24hrs of silence from them - the whole thing could've been resolved in a 45 second call.
And this is in November! - it is not a valid excuse for poor service 6 months on from lockdown - I use wheelspin now.
But perhaps my expectations are too high? some places struggle to keep sanitiser within sight or 20ft of a door, they might of cracked it by next crimbo!
Due to Covid and people working from home our phone lines (1) are closed please email....
So you email and it takes 48hrs to get a response which requires another response from me followed by 24hrs of silence from them - the whole thing could've been resolved in a 45 second call.
And this is in November! - it is not a valid excuse for poor service 6 months on from lockdown - I use wheelspin now.
But perhaps my expectations are too high? some places struggle to keep sanitiser within sight or 20ft of a door, they might of cracked it by next crimbo!
Thanks to current tier jumbling up we're currently runniing on 50% staff resulting in people working in different roles temporarily trying to cover so I'm not surprised to hear of other business struggling. If there was more consistency to regulations there's be less disruption.
Not excusing obvious BS like the OP's experience.
Not excusing obvious BS like the OP's experience.
Had an interesting personal example of the CV19 excuse recently.
My dog got a slight infection in his tail, either from excess nibbling causing a scab or an injury causing an itch hence nibbling. So phoned my vet, who I know personally, to book an appointment. Come in they said, but you cannot accompany your dog into the vet. You’ll have to wait outside. No probs with that. However they know he is a nervous collie. Away in he went but 2 minutes later the vet, assistant and dog returned. Sorry, unable to examine him as he was too nervous and we couldn’t / didn’t want to deal with him.
No probs, would you like me to accompany him or look out here with me holding him. No to either as the rules (?) prevented me coming building and we can’t examine him out here as if you hold the head end, you are not 2 metres away! (Can’t argue with my dog’s dimensions).
So no examination but a remote diagnosis of fleas so need flea treatment. Mmmmmh, he hasn’t got fleas. Didn’t settle the bill as they had no flea treatment so they asked I’d return the next day.
Anyway next day phoned another local vet, who assured me that she was the dog whisperer. Appointment booked, turned up, handed over dog. 10 mins later dog and vet returned both happy. Slight infection, steroid injection and a week’s worth of antibiotics. Bill paid and a week later dog sorted.
Phoned original vet to decline their offer of flea tablets and offered not to pay their fee as there was no consultation or examination of the dog. And offered to speak to the Partners, who I know, to discuss. The only response was a text to say the Practice was disappointed that I would not be paying the bill but would not pursue it. And did I not think the consulting vet deserved paying for their time?
Err no, you declined to examine my dog. You declined my offer of assistance. And you believe the remotes change of any transmission between 2 heathy adults wearing PPE was greater than the welfare of my animal. I was very disappointed that a profession that purports to have its patients / animals best interests at heart above all else chooses to use guideline as rules to allow the further illness or suffering of an animal rather than applying pragmatism.
Now registered with 2nd vet having been with first for 10 years. Shame. CV 19 appears to have become the excuse for many to absolve themselves from the rigours of their voluntarily chosen profession.
My dog got a slight infection in his tail, either from excess nibbling causing a scab or an injury causing an itch hence nibbling. So phoned my vet, who I know personally, to book an appointment. Come in they said, but you cannot accompany your dog into the vet. You’ll have to wait outside. No probs with that. However they know he is a nervous collie. Away in he went but 2 minutes later the vet, assistant and dog returned. Sorry, unable to examine him as he was too nervous and we couldn’t / didn’t want to deal with him.
No probs, would you like me to accompany him or look out here with me holding him. No to either as the rules (?) prevented me coming building and we can’t examine him out here as if you hold the head end, you are not 2 metres away! (Can’t argue with my dog’s dimensions).
So no examination but a remote diagnosis of fleas so need flea treatment. Mmmmmh, he hasn’t got fleas. Didn’t settle the bill as they had no flea treatment so they asked I’d return the next day.
Anyway next day phoned another local vet, who assured me that she was the dog whisperer. Appointment booked, turned up, handed over dog. 10 mins later dog and vet returned both happy. Slight infection, steroid injection and a week’s worth of antibiotics. Bill paid and a week later dog sorted.
Phoned original vet to decline their offer of flea tablets and offered not to pay their fee as there was no consultation or examination of the dog. And offered to speak to the Partners, who I know, to discuss. The only response was a text to say the Practice was disappointed that I would not be paying the bill but would not pursue it. And did I not think the consulting vet deserved paying for their time?
Err no, you declined to examine my dog. You declined my offer of assistance. And you believe the remotes change of any transmission between 2 heathy adults wearing PPE was greater than the welfare of my animal. I was very disappointed that a profession that purports to have its patients / animals best interests at heart above all else chooses to use guideline as rules to allow the further illness or suffering of an animal rather than applying pragmatism.
Now registered with 2nd vet having been with first for 10 years. Shame. CV 19 appears to have become the excuse for many to absolve themselves from the rigours of their voluntarily chosen profession.
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