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[Entwood]

If you did this on telly no-one would believe you .....  

Had a courier deliver a parcel an hour ago, badly damaged, you could see inside the packaging that the goods were broken. I refused to accept it, but made notes of all the numbers, including the invoice number as it was hanging out of the box !!

courier : "But you have to, and you can't write those numbers down without accepting it"
me : "wrong - take it away and return it.. goodbye"

several minutes of circular argument - he eventually left with the parcel and sat on his phone outside the house for 10 minutes of animated conversation with someone.

I phone the supplier ... converstation starts off reasonably.. but they are also annoyed I didn't accept the goods.

Eventually I say : "look - either replace the goods within 48 hours or refund my money"
Supplier : "Can't do that without written complaint which must be recieved within 48 hours of delivery"
Me : "Goods have not been delivered anyway"
Supplier : " Thats why you should have accepted them"
Me "never mind - I'll e-mail you the complaint"
Supplier : "Sorry sir, our system is down, you'll have to fax us"
Me "OK - what do you need"
Supplier "Order Number, Invoice Number, DHL Tracking Number - which you won't have as you didn't accept the parcel, so I'm not sure what we can do"
Me "No problem - I wrote all those details down - what is your fax number?"
Supplier : "Sorry sir we don't give that out for security reasons, we get too many spoof faxes - you'll have to email us and ask for the fax number"
Me "but your e-mail is down"
Supplier "then fax us"
Me "but you won't give me the fax number"
Supplier "Sorry - I'm not allowed to"
Me "How bloody stupid is this ?"
Supplier "I don't have to take that abuse" - and hung up !!!!

It's taken 30 minutes to get through to someone "higher up" - I don't give up easily - and , hopefully, the problem is sorted ... new goods being despatched today...

but, an apology ?? no chance  ...

Apparently "I went about the solving problem the wrong way" !!!

[dad1uk]

I think you have a problem with your attitude

[Andy B]

[Elite Pete]

If you did this on telly no-one would believe you .....  

Had a courier deliver a parcel an hour ago, badly damaged, you could see inside the packaging that the goods were broken. I refused to accept it, but made notes of all the numbers, including the invoice number as it was hanging out of the box !!

courier : "But you have to, and you can't write those numbers down without accepting it"
me : "wrong - take it away and return it.. goodbye"

several minutes of circular argument - he eventually left with the parcel and sat on his phone outside the house for 10 minutes of animated conversation with someone.

I phone the supplier ... converstation starts off reasonably.. but they are also annoyed I didn't accept the goods.

Eventually I say : "look - either replace the goods within 48 hours or refund my money"
Supplier : "Can't do that without written complaint which must be recieved within 48 hours of delivery"
Me : "Goods have not been delivered anyway"
Supplier : " Thats why you should have accepted them"
Me "never mind - I'll e-mail you the complaint"
Supplier : "Sorry sir, our system is down, you'll have to fax us"
Me "OK - what do you need"
Supplier "Order Number, Invoice Number, DHL Tracking Number - which you won't have as you didn't accept the parcel, so I'm not sure what we can do"
Me "No problem - I wrote all those details down - what is your fax number?"
Supplier : "Sorry sir we don't give that out for security reasons, we get too many spoof faxes - you'll have to email us and ask for the fax number"
Me "but your e-mail is down"
Supplier "then fax us"
Me "but you won't give me the fax number"
Supplier "Sorry - I'm not allowed to"
Me "How bloody stupid is this ?"
Supplier "I don't have to take that abuse" - and hung up !!!!

It's taken 30 minutes to get through to someone "higher up" - I don't give up easily - and , hopefully, the problem is sorted ... new goods being despatched today...

but, an apology ?? no chance  ...

Apparently "I went about the solving problem the wrong way" !!!

Its the wrong way because you got your way, the right way would have been to be walked all over

[smoothomega]

You couldn't make it up, what a load of d**k heads. Glad your got there in the end, shame it was such an ordeal though. Guess they need to brush up on customer relations a bit  

[Varche]

mmm good example of what I think is wrong with customer service in the UK.

However don't despair Entwood because I understand a special task force of 10 employees and a manager will have a focus group meeting on Monday and come up with a number of recommendations to "improve the customer experience". The key ones will be implemented straight away and are as follows:

1.No parcel will have any external documentation that the customer can see.

2. The packaging will be "improved" so that the condition of goods inside cannot be seen prior to acceptance.

3. Further investigation as to why a member of the public was able to get through on a phone line will obviously still need to be carried out by the Board.

varche

[Entwood]

mmm good example of what I think is wrong with customer service in the UK.

However don't despair Entwood because I understand a special task force of 10 employees and a manager will have a focus group meeting on Monday and come up with a number of recommendations to "improve the customer experience". The key ones will be implemented straight away and are as follows:

1.No parcel will have any external documentation that the customer can see.

2. The packaging will be "improved" so that the condition of goods inside cannot be seen prior to acceptance.

3. Further investigation as to why a member of the public was able to get through on a phone line will obviously still need to be carried out by the Board.

varche

Brilliant .. you've actually made me laugh about it ... well done you ...

 

[Elite Pete]

I think the first person you spoke to ways just being awkward and in the process made himself and the company look stupid.

[platty]

It really annoys me how these prats can sit on the phone completely contradicting themselves when all they have to do is employ 1 of their 2 braincells to help you out.

What is the world coming to?