Good customer service
Discussion
I don't know if it's just me, but lately, I've been getting decent customer service from a few places:
1. Recently I had a high speed meeting with a Rabbit and ended up with a broken grill - the local VW dealer has quoted me a price for the grill, applied an immediate discount and offered to fit it for free.
2. We've got a baby video monitor and the battery no longer holds its charge - I emailed the company who makes it as I've not been able to find a replacement battery and after a few questions and confirmations, they're sending me out a replacement battery FOC.
3. In Asda, in a moment of pure idiocy, I got £10 cashback from the self service till and left it there - I went back 6 hours later (I was passing there anyway) and they'd put it to one side for me.
4. O2 made a monumental cockup with my phone bill and forgot to apply free data, texts and calls following a phone upgrade resulting in a massive bill and me being cut off - some constructive complaining later and I've got a full refund and 3 months of free line rental.
5. The OH's phone stopped working - turns out the SIM had given up the ghost. The Indian support guy was hopeless and unhelpful - when I spoke to an English guy, he arranged for a next day delivery of a new SIM card. This was on a Sunday afternoon and the SIM card arrived at 10am on the Monday. Not bad considering it's only a PAYG phone.
And these are just a few - in only the O2 case did I get angry (even that was constructive and not abusive) - each time, I remained calm, controlled and pleasant.
Perhaps the worm has turned.... Or perhaps I'm just lucky.
Thought I'd share a positive, good news, non-ranty story - for a change...
1. Recently I had a high speed meeting with a Rabbit and ended up with a broken grill - the local VW dealer has quoted me a price for the grill, applied an immediate discount and offered to fit it for free.
2. We've got a baby video monitor and the battery no longer holds its charge - I emailed the company who makes it as I've not been able to find a replacement battery and after a few questions and confirmations, they're sending me out a replacement battery FOC.
3. In Asda, in a moment of pure idiocy, I got £10 cashback from the self service till and left it there - I went back 6 hours later (I was passing there anyway) and they'd put it to one side for me.
4. O2 made a monumental cockup with my phone bill and forgot to apply free data, texts and calls following a phone upgrade resulting in a massive bill and me being cut off - some constructive complaining later and I've got a full refund and 3 months of free line rental.
5. The OH's phone stopped working - turns out the SIM had given up the ghost. The Indian support guy was hopeless and unhelpful - when I spoke to an English guy, he arranged for a next day delivery of a new SIM card. This was on a Sunday afternoon and the SIM card arrived at 10am on the Monday. Not bad considering it's only a PAYG phone.
And these are just a few - in only the O2 case did I get angry (even that was constructive and not abusive) - each time, I remained calm, controlled and pleasant.
Perhaps the worm has turned.... Or perhaps I'm just lucky.
Thought I'd share a positive, good news, non-ranty story - for a change...
Some positive stuff - nice!
I will add after many years (at least 7) of road surface falling to bits by the garage in Chatteris, it has been really nicely resurfaced. This means you can now safely stop at the junction without one of more wheels falling into submarine concealing potholes.
(why does everything finally get money spent on it just as I'm moving away?? )
I will add after many years (at least 7) of road surface falling to bits by the garage in Chatteris, it has been really nicely resurfaced. This means you can now safely stop at the junction without one of more wheels falling into submarine concealing potholes.
(why does everything finally get money spent on it just as I'm moving away?? )
zippy500 said:
james_tigerwoods said:
1. Recently I had a high speed meeting with a Rampant Rabbit
Perhaps the worm has turned.... Or perhaps I'm just lucky.
Thought I'd share a positive, good news, non-ranty story - for a change...
You dirty so and soPerhaps the worm has turned.... Or perhaps I'm just lucky.
Thought I'd share a positive, good news, non-ranty story - for a change...
Another for o2 here, rang on Friday night 7.30pm to order new phone, received tracking number on Monday at 9am, the parcel had been sent at 11.30am on Sunday. Great customer service.
Apart from the fudging delivery company, spelt cgk+1 they didn't even bother to try and find my house. It's a farm house with it's own post code so if you type it in, a sat nav/google will take you to my bloody back door, obviously being in the sticks they couldn't be bothered.
s.
Apart from the fudging delivery company, spelt cgk+1 they didn't even bother to try and find my house. It's a farm house with it's own post code so if you type it in, a sat nav/google will take you to my bloody back door, obviously being in the sticks they couldn't be bothered.
s.james_tigerwoods said:
2. We've got a baby video monitor and the battery no longer holds its charge - I emailed the company who makes it as I've not been able to find a replacement battery and after a few questions and confirmations, they're sending me out a replacement battery FOC.
Wonder if it's the same mob. I had one and the lcd failed on one of the units after a week or so. Phoned customer services and they sent out a complete new set that day. Most impressed.I was ranting about poor customer services from PC World not long since.
After giving up I sent them an angry letter to them telling them I wished I had thrown a st at them and got a letter back with vouchers to the value of a windows 7 upgrade and an offer to collect and fix my laptop.
It made me almost not angry
After giving up I sent them an angry letter to them telling them I wished I had thrown a s
t at them and got a letter back with vouchers to the value of a windows 7 upgrade and an offer to collect and fix my laptop.It made me almost not angry
blindswelledrat said:
I was ranting about poor customer services from PC World not long since.
After giving up I sent them an angry letter to them telling them I wished I had thrown a st at them and got a letter back with vouchers to the value of a windows 7 upgrade and an offer to collect and fix my laptop.
It made me almost not angry
Hmmm might have to do something similar, just bought a new printer £250 or so. Turns up and mother goes to collect it, when putting it in the car they put it in on it's side when it clearly says "keep this way up ^" mam doesn't realise so when she gets home dad is pissed off After giving up I sent them an angry letter to them telling them I wished I had thrown a s
t at them and got a letter back with vouchers to the value of a windows 7 upgrade and an offer to collect and fix my laptop.It made me almost not angry
so last night I go round to set it up, open box (which has previously been opened) to find the plastic bag covering it is tied in a knot.Remove it from the bag put it on desk and remove all the tape. revealed inside was the cartridge not in a bag (which it should have been) and when I go to power it up I find that the UK plug is missing. OK it's going back and get a refund we agree.
Mam takes it back this morning, to find that because it was ordered they can't give her a refund for a few days as it has to be processed through head office, what a bunch of cock suckers.
blindswelledrat said:
I was ranting about poor customer services from PC World not long since.
After giving up I sent them an angry letter to them telling them I wished I had thrown a st at them and got a letter back with vouchers to the value of a windows 7 upgrade and an offer to collect and fix my laptop.
It made me almost not angry
Oh come on, BSR! You have to be the most angry and disgruntled person on here...!After giving up I sent them an angry letter to them telling them I wished I had thrown a s
t at them and got a letter back with vouchers to the value of a windows 7 upgrade and an offer to collect and fix my laptop.It made me almost not angry
james_tigerwoods said:
3. In Asda, in a moment of pure idiocy, I got £10 cashback from the self service till and left it there - I went back 6 hours later (I was passing there anyway) and they'd put it to one side for me.
My mum did that in Tesco recently. £20 cash back, Cashier kept talking, walked away and noticed when she was home that she never got the money. Went back in on her way to work the next morning and was given it straight away.Got a Juice Pack for my iPhone a couple of weeks ago and broke the connector so it wouldnt recharge. I emailed Mophie asking whether they thought it might be repairable, a couple of emails and proof of purchase later they said they'd send me a new one over from the US FOC inc shipping
Thumbs up for mophie. Everyone, go out and buy some of their stuff!
Thumbs up for mophie. Everyone, go out and buy some of their stuff!
But it's fair to say that no matter how reasonable you are, there are some companies who just cannot do it; who are seemingliy incapable of carrying out the most minor of requests, and are unable to follow their own tortuously beaurocratic procedures.
I cite my ex mobile phone provider (a loyal customer of whom I had been for 12 years) and my ex bank (where I'd been for more than 20 years)
I cite my ex mobile phone provider (a loyal customer of whom I had been for 12 years) and my ex bank (where I'd been for more than 20 years)
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