Losing the will
Discussion
What is it with organisations these days. Why is it no one can answer the phone?
I know some companies are struggling with staff, but phone calls to organisations involve at least 30 minutes of holding on the line listening to tinny musik before you can speak to a human.
I do try online and email, but the FAQs often don't cover the issue. One company emails back to say they will reply in 24 hours, but never do. (Even though we complained to the Financial Ombudsman about their lack of communication and had our complaint upheld - although still awaiting the payment of compensation).
I have been trying to contact my pension company for the last week and lose the will after holding on for 20 minutes. They offer a call back service (no indication as the when) but this would mean having to carry the paperwork with me until they phone back.
I am thinking doing a Victor Meldrew and venting on Trustpilot/Google reviews.
AI can't come soon enough in my view. If it means things can get sorted.
I know some companies are struggling with staff, but phone calls to organisations involve at least 30 minutes of holding on the line listening to tinny musik before you can speak to a human.
I do try online and email, but the FAQs often don't cover the issue. One company emails back to say they will reply in 24 hours, but never do. (Even though we complained to the Financial Ombudsman about their lack of communication and had our complaint upheld - although still awaiting the payment of compensation).
I have been trying to contact my pension company for the last week and lose the will after holding on for 20 minutes. They offer a call back service (no indication as the when) but this would mean having to carry the paperwork with me until they phone back.
I am thinking doing a Victor Meldrew and venting on Trustpilot/Google reviews.
AI can't come soon enough in my view. If it means things can get sorted.
Your call is important to us. (But not important enough to employ enough advisors).
Things like car insurance renewal annoys me. You can accept renewal online with most Insurers, but you cannot leave online - you have to call up and see if they can retain you as a customer and "running the quote again". Normally I've already taken up Insurance with another company, or sometimes the same company, but as a new customer.
Things like car insurance renewal annoys me. You can accept renewal online with most Insurers, but you cannot leave online - you have to call up and see if they can retain you as a customer and "running the quote again". Normally I've already taken up Insurance with another company, or sometimes the same company, but as a new customer.
vikingaero said:
Your call is important to us. (But not important enough to employ enough advisors).
Things like car insurance renewal annoys me. You can accept renewal online with most Insurers, but you cannot leave online - you have to call up and see if they can retain you as a customer and "running the quote again". Normally I've already taken up Insurance with another company, or sometimes the same company, but as a new customer.
Wasn’t there an effort to introduce a rule whereby if you could sign up to a service via a certain method, you had to also be able to leave said service via the same method? I’m sure it was something being looked at but I’m guessing got scuppered by certain business lobbying groups.Things like car insurance renewal annoys me. You can accept renewal online with most Insurers, but you cannot leave online - you have to call up and see if they can retain you as a customer and "running the quote again". Normally I've already taken up Insurance with another company, or sometimes the same company, but as a new customer.
I have had to phone PlusNet twice in the last 2 weeks, both times answered almost straight away, and the issue delt with promptly and correctly. As opposed to the shower of s
t that is Openreach, took them a week to fix it and some of the village still have no broadband, 2 weeks later. Can't imagine the abuse their operators would get if you could phone them.
t that is Openreach, took them a week to fix it and some of the village still have no broadband, 2 weeks later. Can't imagine the abuse their operators would get if you could phone them.vikingaero said:
Your call is important to us. (But not important enough to employ enough advisors).
Things like car insurance renewal annoys me. You can accept renewal online with most Insurers, but you cannot leave online - you have to call up and see if they can retain you as a customer and "running the quote again". Normally I've already taken up Insurance with another company, or sometimes the same company, but as a new customer.
Did switch car insurance providers today (renewal quote was £477, last year 408), best new quote £298.Things like car insurance renewal annoys me. You can accept renewal online with most Insurers, but you cannot leave online - you have to call up and see if they can retain you as a customer and "running the quote again". Normally I've already taken up Insurance with another company, or sometimes the same company, but as a new customer.
TBF, was able to log into the account of the company I'm ending with and tick a box to NOT auto-renew. This avoided that annoying call that (I've had to do many times before) you describe.
AI has the potential to significantly change how companies employ customer service people. With advancements in artificial intelligence and automation, many routine and repetitive tasks in customer service can be automated, freeing up human agents to focus on more complex and value-added interactions
I'm reading this whilst on hold to my health insurance company.
Having treatment privately is great but ruined by having to keep calling the company for every little step in the treatment or another appointment or be faced with a big bill.
I once had to ring during an appointment to have a heart monitor fitted or pay £800.
Took them half hour to answer to give me permission. Luckily the nurse found me an empty office to make the call in and patiently waited. Even got me a cup of tea and a biscuit
Currently keep getting messages to use the online system but I tried that and it doesn't seem to have Basal Cell Carcinoma listed on its drop down list Grrrrrrrrr.
Having treatment privately is great but ruined by having to keep calling the company for every little step in the treatment or another appointment or be faced with a big bill.
I once had to ring during an appointment to have a heart monitor fitted or pay £800.
Took them half hour to answer to give me permission. Luckily the nurse found me an empty office to make the call in and patiently waited. Even got me a cup of tea and a biscuit
Currently keep getting messages to use the online system but I tried that and it doesn't seem to have Basal Cell Carcinoma listed on its drop down list Grrrrrrrrr.
Richmond Hyundai - truly truly awful
Try and buy a blue car, collect next week. You arrive there is no blue car, there’s a red car 30 miles away if you want that instead
Finally get blue car, it’s not ready, come back, bits missing (despite their 10000 point check)
Turns out it was a ex hire car, so no service history despite them telling you it’s approved used (ie must have full service history), you have to chase up the second key, locking wheel nuts, sat nav chipmetc etc
You move on, every service, interaction, visit needs 3 follow ups and the car always needs to be left with them
In the end we got shot of the car because the promised service history which was in the filing cabinet, in the other office, in the post, on a cd etc etc never materialised
Awful
Try and buy a blue car, collect next week. You arrive there is no blue car, there’s a red car 30 miles away if you want that instead
Finally get blue car, it’s not ready, come back, bits missing (despite their 10000 point check)
Turns out it was a ex hire car, so no service history despite them telling you it’s approved used (ie must have full service history), you have to chase up the second key, locking wheel nuts, sat nav chipmetc etc
You move on, every service, interaction, visit needs 3 follow ups and the car always needs to be left with them
In the end we got shot of the car because the promised service history which was in the filing cabinet, in the other office, in the post, on a cd etc etc never materialised
Awful
Spare tyre said:
Richmond Hyundai - truly truly awful
Try and buy a blue car, collect next week. You arrive there is no blue car, there’s a red car 30 miles away if you want that instead
Finally get blue car, it’s not ready, come back, bits missing (despite their 10000 point check)
Turns out it was a ex hire car, so no service history despite them telling you it’s approved used (ie must have full service history), you have to chase up the second key, locking wheel nuts, sat nav chipmetc etc
You move on, every service, interaction, visit needs 3 follow ups and the car always needs to be left with them
In the end we got shot of the car because the promised service history which was in the filing cabinet, in the other office, in the post, on a cd etc etc never materialised
Awful
That's encouraging, we're "acquiring" a i10 next week....Try and buy a blue car, collect next week. You arrive there is no blue car, there’s a red car 30 miles away if you want that instead
Finally get blue car, it’s not ready, come back, bits missing (despite their 10000 point check)
Turns out it was a ex hire car, so no service history despite them telling you it’s approved used (ie must have full service history), you have to chase up the second key, locking wheel nuts, sat nav chipmetc etc
You move on, every service, interaction, visit needs 3 follow ups and the car always needs to be left with them
In the end we got shot of the car because the promised service history which was in the filing cabinet, in the other office, in the post, on a cd etc etc never materialised
Awful
I messaged Hyundai in Stirling about a year ago about buying a car... still waiting for a reply.
On the positive side I called the SAAS (student funding etc in Scotland) this morning and got through very quickly and was dealt with efficiently & helpfully by a very pleasant lady.
Re car insurance: Try Lancaster - always on the ball there.
Don't bother ringing HMRC though
Conversely one I wont ever leave is First Direct. No IVR, menu options, self service anything and no call waiting times. Through every time to someone who can normally help, occasionally transferred to a technical person but never a wait. They're the only company that I can recall I've called in the last 10 years that does this.
The opposite of this can be infuriating as well.
Had cause a while back to call out Green Flag to tend to a poorly minibus. Everything logged so just a case of waiting. Then....
Text to confirm booking.
Call to confirm that a Mechanic has been notified and I will be next on his list.
Call to say that he'll be 30 minutes
Call to say that he's on his way.
Call from the mechanic to say he'll be with me in 10
Call while he's there to make sure all's good.
Text to confirm that the work was done
Call to make sure I was happy with everything
Email asking to rate my experience.
Had cause a while back to call out Green Flag to tend to a poorly minibus. Everything logged so just a case of waiting. Then....
Text to confirm booking.
Call to confirm that a Mechanic has been notified and I will be next on his list.
Call to say that he'll be 30 minutes
Call to say that he's on his way.
Call from the mechanic to say he'll be with me in 10
Call while he's there to make sure all's good.
Text to confirm that the work was done
Call to make sure I was happy with everything
Email asking to rate my experience.
TimmyMallett said:
Conversely one I wont ever leave is First Direct. No IVR, menu options, self service anything and no call waiting times. Through every time to someone who can normally help, occasionally transferred to a technical person but never a wait. They're the only company that I can recall I've called in the last 10 years that does this.
God YES!!I am with First Direct and they are awesome.
Thank you for the reminder.
The issue I find with the other companies is that I put off trying to sort out stuff as the unreasonable wait to get the phone answered really sucks the life out of me.
No wonder we have so many mental health issues.
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