#1  
Old 07-April-2005, 16:19
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Worldlife Worldlife is offline
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Join Date: Apr 2001
Location: West Sussex, UK
Posts: 14,843
Default Waiting for customer care

Before the days of expert business managers we as customers could often get straight through to a person who could help us with problems on the delivery, use or service of a product we had purchased.

Surely technology should have improved on "steam" services!

I'm beginning to dread calling any business for any help whatsoever and anticipate a long wait listening to dreadful music and voices promising contact that never happens.

Whatever happened to that superb equipment that explained you were number 50 in the waiting queue and you could follow your progress up the system with the excitement of watching a horse race?

It seems instead every call we make for help and service is taken by a multichoice computer that keeps you waiting for at least five minutes before you are able to talk to someone.

What has been your longest and most unsuccessful call to a customer services organisation?

Have any call centres impressed you with the promptness and efficiency of their service?


Here I'm going to hand out laurels to Currys (overlooking the fact that when I rang the number they had given the answer was from Dixons! )

The time from the phone ringing and making a selection was extremely short and the Dixons person was from my order number able to access the Currys information immediately. The answer to my question was provided clearly and promptly.
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Old 07-April-2005, 17:17
ormus55
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Default Re: Waiting for customer care

AOL takes some beating for how slow a system can work. and even then u get thro to some half wit in new delhi who cannot speak decent english.
i think it took me 2 nights of waiting in telephone queues to get the answers i wanted.
(god knows how many different numbers i tried/was passed on to)
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Old 07-April-2005, 20:25
seaviewuk
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Default Re: Waiting for customer care

SKY TV are past masters at this.

I spoke to a guy called Prakesh who I couldn't understand. I assumed he was from Delhi.

I asked to be put through to Scotland, he replied that he was actually in the Scottish Office, and lived in Glasgow!!!

I give up
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Old 08-April-2005, 02:23
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Worldlife Worldlife is offline
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Default Re: Waiting for customer care

Guess your hearing aid might need new batteries. When they are flat it is difficult to sort out the difference between Asian and some Scottish accents

All good relationships however can come to a rapid end. After awarding laurels to Currys for prompt support I find the advice they gave me was wrong!!!

Here's a copy of an email that explains all.................

COMPLAINT CONCERNING FAILED DELIVERY AND INSTALLATION OF STOVES 1100DF ASS D/FUE RANGE COOKER

Just to express my disappointment on the standard of service provided here.

Firstly I telephoned your offices to explain to describe the electrical
cooker point panel that is just to the left of the cooker position.
(picture 0755 Cooker point)

I explained that the unused cooker point had a temporary connection of a
power point to it and was advised that your installers would complete wiring
to the cooker point panel. (Picture 0756 Power outlet)

I was also advised that you installers would connect to the gas plug-in
socket in the wall (Picture 0757 Gas plug in socket)

Our existing Leisure Cordon Bleu cooker was professionally connected to the
gas plug-in socket as shown (Picture 0758 Gas socket cooker)

We note that your installer was not prepared to connect the new cooker in
the same way and wanted us to instruct a Corgi installer to put a bend and a
pipe outlet to a lower level so that the gas connection point was pointing
downwards. Surely that small item of work should be within the province of
a properly trained installer and they should have the parts and equipment to
do this. Similarly the same should apply to minor electrical works. Surely
that is what one pays installation charges for!!!!

Whilst I accept your installers were concerned about certain safety issues
we were certainly confused about the safety issue of disconnection of the
cooker. Your invoice documents state the used cooker must be disconnected
but elsewhere it was suggested that the installers would disconnect the
cooker.

Would it not be a good idea to have a check list with small diagrams so that
both your sales support team and customers know how little work your
installation teams are actually prepared to undertake?

We have grown to hate call centres but for your information you might like
to know that I recently awarded laurels to Currys/Dixons for superb and fast
telephone helpline. See this consumer orientated discussion forum "Waiting
for Customer Care"

http://www.the-scream.co.uk/forums/s...987#post156987

I wonder if between yourself and the manufacturer's Stoves you could come to
a prompt arrangement to install our cooker promptly. It is I understand now
in store for an "undated rebook" . We are rwondering how much more we will
have to pay over and above your installation and disposal charges as
originally quoted..

Copy of this email to Stoves (Glen Dimplex) and your Southampton
distribution centre

Regards
Feeling arty this morning I'll even post the pictures
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