Customer Service issues with large corporations
Discussion
Does this bother anyone else or am i just old before my time?
It seems to me that thee days if you have a complaint with a large corporation you just get dicked.
Allow me to explain...
I bought a lap top from comet on Monday night. One of the speakers doesn't work.
Called comet customer services, got told to go back today and swap it.
Arrives at store at 9 am - store doesn't open for another 10 minutes... No apparent reason.
Explains situation, told that there is no laptop there for me. The one they have in stock is for another customer.
Can't have a replacement until Tuesday next week. More than a week after I paid £600 for it
Calls Comet customer service again to complain. Three times. Been put through to a supervisor, been given the number for the head office in Hull.
I've complained about the shoddy customer service I've received and explained that I think someone needs to have a word with the sales team at Margate Comet store, which seems to be run by teenagers who think the "Computer Says No" sketch in Little Britain is a training video.
So enough with the ranting, the point is this. I think it's the same with every large corporation these days If you have a complaint, you basically get bounced around a phone system, talking to robots, or humans that have been brainwashed to think and act like robots, and you basically don't get any results.
I try and use smaller independent traders where I can - both to help keep them afloat and because you do tend to get better service, but it seems we are all forced to deal with this kind of thing these days. Whats the solution? Surely it has to stop somewhere, before we're all just victims of this faceless Mac Culture.
It seems to me that thee days if you have a complaint with a large corporation you just get dicked.
Allow me to explain...
I bought a lap top from comet on Monday night. One of the speakers doesn't work.
Called comet customer services, got told to go back today and swap it.
Arrives at store at 9 am - store doesn't open for another 10 minutes... No apparent reason.
Explains situation, told that there is no laptop there for me. The one they have in stock is for another customer.
Can't have a replacement until Tuesday next week. More than a week after I paid £600 for it
Calls Comet customer service again to complain. Three times. Been put through to a supervisor, been given the number for the head office in Hull.
I've complained about the shoddy customer service I've received and explained that I think someone needs to have a word with the sales team at Margate Comet store, which seems to be run by teenagers who think the "Computer Says No" sketch in Little Britain is a training video.
So enough with the ranting, the point is this. I think it's the same with every large corporation these days If you have a complaint, you basically get bounced around a phone system, talking to robots, or humans that have been brainwashed to think and act like robots, and you basically don't get any results.
I try and use smaller independent traders where I can - both to help keep them afloat and because you do tend to get better service, but it seems we are all forced to deal with this kind of thing these days. Whats the solution? Surely it has to stop somewhere, before we're all just victims of this faceless Mac Culture.
Yeah you'd think, but I actually spent a while looking for this and it is the product that I want. the point isn't poor me what should I do, the point is i've received s
t customer service and I'm pissed off about it. The fact is that no matter how far up the food chain you get, there's no one who will actually sort out the problem. They'd rather just give you your money back and have you ps off somewhere else. That's pretty shocking if you ask me. Which I realise you didn't.
t customer service and I'm pissed off about it. The fact is that no matter how far up the food chain you get, there's no one who will actually sort out the problem. They'd rather just give you your money back and have you ps off somewhere else. That's pretty shocking if you ask me. Which I realise you didn't.Word. Maybe i'm just having my beeriod.
TBH though the attitude of the staff in the store was awful. Don't get me wrong, i'm not after something for nothing, but I do think some sort of recognition of the fact that I've had 2 wasted journeys and can't use the product for more than a week after I bought it wouldn't go a miss.
"We're very sorry your laptop is faulty and that we've wasted your time and taken your money, here have a free battery / £10 Sales voucher / iPod to make you feel better".. for example
TBH though the attitude of the staff in the store was awful. Don't get me wrong, i'm not after something for nothing, but I do think some sort of recognition of the fact that I've had 2 wasted journeys and can't use the product for more than a week after I bought it wouldn't go a miss.
"We're very sorry your laptop is faulty and that we've wasted your time and taken your money, here have a free battery / £10 Sales voucher / iPod to make you feel better".. for example
I would never buy anything from Comet ever again. Short version:
Bought Blu Ray player
Worked ok for 6 months
Picture failed on HDMI, worked ok on Component/Analog
Returned to store and sent for repair
4 weeks later returned loading mechanism replaced - same fault
Returned and sent for repair
4 weeks later returned PCB replaced - same fault
Returned and sent for repair
3 weeks later returned with note stating change TV resolution - same fault
Returned to store and they wanted to send away again. In the end I just left it with them and said I didn't want it back. Sent a note to Head Office and they managed to get the shop to prove that it was faulty and refunded my money. It seems plain they will try and repair as many times as it takes.
Did laugh on the 3rd return and someone was taking back a surround system for repair and being told they only try and repair once.
Good luck with the laptop by the way.
Bought Blu Ray player
Worked ok for 6 months
Picture failed on HDMI, worked ok on Component/Analog
Returned to store and sent for repair
4 weeks later returned loading mechanism replaced - same fault
Returned and sent for repair
4 weeks later returned PCB replaced - same fault
Returned and sent for repair
3 weeks later returned with note stating change TV resolution - same fault
Returned to store and they wanted to send away again. In the end I just left it with them and said I didn't want it back. Sent a note to Head Office and they managed to get the shop to prove that it was faulty and refunded my money. It seems plain they will try and repair as many times as it takes.
Did laugh on the 3rd return and someone was taking back a surround system for repair and being told they only try and repair once.
Good luck with the laptop by the way.
scannellski said:
Word. Maybe i'm just having my beeriod.
TBH though the attitude of the staff in the store was awful. Don't get me wrong, i'm not after something for nothing, but I do think some sort of recognition of the fact that I've had 2 wasted journeys and can't use the product for more than a week after I bought it wouldn't go a miss.
"We're very sorry your laptop is faulty and that we've wasted your time and taken your money, here have a free battery / £10 Sales voucher / iPod to make you feel better".. for example
TBH though the attitude of the staff in the store was awful. Don't get me wrong, i'm not after something for nothing, but I do think some sort of recognition of the fact that I've had 2 wasted journeys and can't use the product for more than a week after I bought it wouldn't go a miss.
"We're very sorry your laptop is faulty and that we've wasted your time and taken your money, here have a free battery / £10 Sales voucher / iPod to make you feel better".. for example
You could try emailing Hugh Harvey, Managing Director, Comet hugh.harvey@comet.co.uk
Addresses like this normally have a directors team dedicated to dealing with these.
I got a problem with British gas (A £1,200 bill for 3 months) sorted by 9:30am when i only sent the email at 5:10pm the previous day!
Details from http://www.ceoemail.com/
HTH
Addresses like this normally have a directors team dedicated to dealing with these.
I got a problem with British gas (A £1,200 bill for 3 months) sorted by 9:30am when i only sent the email at 5:10pm the previous day!
Details from http://www.ceoemail.com/
HTH
killsta said:
Putting aside the annoying people you've dealt with, what more do you want them to do for you?
They haven't got the product to give you, yet you're not happy with a refund...
Exactly this.They haven't got the product to give you, yet you're not happy with a refund...
TBH, I don't think the customer service is that bad.
You bought a laptop, that doesn't work but they unfortunately don't have another in stock. They are accordingly ordering you another one which will take a little while to arrive.
What do you want them to do? Teleport you another one?
I don't see why they should give you anything for a laptop breaking which is not their own doing. Write to the manufacturer if you feel aggrieved.
blindswelledrat said:
scannellski said:
Word.
WTF?How can that be a sentence?
It can't, that's the answer.
Most extraordinary thing I have ever seen in my entire life.
Vegetables.
OP, get it off the internet and pay extra for quicker delivery. Trust me !
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