Category: Customer Service

Posts related to customer service.

Customer Service 2014

Ok ok ok. I know I am having high standards for some measures, am picky with builders and customer service. That is because I believe in doing a good job and servicing clients exceptionally well. That is important for me. If a job is worth doing, it is worth doing it well. Now what are the things that piss me off most? Probably wasting my time, letting me wait without an update. That happened at a branch of Metro Bank recently. Once escalated, the branch manager called me, totally got it, said how annoyed he gets at these situations, and that he will do better. On the back of it, I got a present to make up for their mistake. No hard feelings left. My builders, even if my wife said things are fine, I got quite picky with sometimes. Their patience and resilience in fixing things, moving things and helping was amazing. Not your average builders, and they didn’t do anything wrong, it was just me trying to perfect things 🙂 I love them, they doing an amazing job. Others we had doing some work were not so good, others were pickier than me 😉 Then there was TM

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Lufthansa

Oh dear. I suppose you are not surprised to find a blog post about my recent experience with Lufthansa here. Instead of writing a complaint letter, I am writing this blog post of which I will send a link to the Lufthansa service team. The story. After 5 hours sleep we woke up to get ready to go to Gatwick airport to catch a Lufthansa flight to Frankfurt. We woke up the boys, 3 years and 18 months, and made it to the airport for 8 am. Tired and with heavy bags. Given my recent back problems this was pushing it and as you see later, if I had known what day was ahead of us, I had asked for someone to carry my luggage. So I also blame Lufthansa for my continuous back pain. But never mind, no way of proving it. At Gatwick we were informed about a strike. Lufthansa was on strike. I had no idea. Nor did anyone email, call or text us. A friendly lady advised us that we would get some vouchers, a ticket for the bus to London Heathrow, and that we are booked on the next flight to Frankfurt with Lufthansa. We

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Ocado @ocadouk

I was sold to Ocado. The ex investment bankers that gave up their job to improve the world. Right…. It says on their website: “We believe that you should be able to enjoy first-class service without having to pay more for your shopping. […] the same outstanding quality, range of choice and service you’d expect in your favourite supermarket. We bend over backwards to make our service extra-special, and you’ll quickly spot lots of thoughtful touches, like colour-coded delivery bags, text message delivery reminders and drivers that bring your shopping right to your kitchen table.” Now we started shopping with Ocado about 8 weeks ago. Once I complained about the freshness but I believe I was wrong. Happens. One of our first deliveries was late but the driver called saying he will be there shortly. I was impressed. From the first moment I dealt with Ocado, things seem to be right. I got an i-calendar invite, so my delivery slot was added straight to my calendar. About 2 weeks ago we didn’t get all the ordered articles. I tried phoning their hotline but no one answered. I tried a different number and it was dead. My subsequent email explaining we

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Volvo Doves Croydon

Now, as you know we recently bought a new car, a Volvo XC90. However, it turned out to be a few things wrong with the dealership Volvo Doves Croydon which sold me the car. They, above all, lied to me. Whilst I could expect that from a second hand sales person for any cars, and you almost think car sales people are dubious, it just doesn’t match with a Volvo car dealer, particularly as Volvo Doves Croydon came highly recommended from a friend. My dad drives Volvos for a long time, and I thought by me entering the Volvo market by buying an XC90 with 33, they would appreciate my custom somewhat. Far from it. Below is the story told in a letter which at the end, since Doves Croydon resolved the issue, I never sent to the Head of Customer Services Volvo UK, or to the dealership. Maybe I just didn’t send it because just typing it and putting it on my blog was enough for me to get rid off it in my system. Maybe that was all I needed. Maybe silly, but it just gives you another point of view for customer service and brand understanding. Letter

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business ideas – local services

Hello, Instead of me moaning about the customer service of companies, I thought I come up with a few lines of great customer service or better business ideas to be implemented at some local services. Our local pizza delivery service for instance. For the past 5 years I have been ordering my special pizza: ham, chicken, artichokes, mushrooms, black olives, extra garlic, extra cheese – thin crust. Almost every Friday, and at least once a month. If we estimate an average order volume of £20, estimate on average twice a months, that makes it 5 years of £480 orders, e.g. round about £2,000 I spent with them. Honestly, our combined order is usually past the £25 mark and more than twice a month 😉 Now, they are great, only made one mistake in all the years and replaced the pizza without extra pay. However, they regularly have offers on where you can save 20%, and you can only claim them during a certain time period, and if you have the leaflet. If you are a regular customer you normally don’t get the offers because you hardly check your leaflet or trash it as soon as it comes through the door.

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Vodafone got things right!

Now, not only was I asked to tell everyone, but I am more than happy to do so! Vodafone called me late tonight and gave me the offer I wanted. The person I was in contact originally was out of office. Now my question is WHY? But first, let me say that Thomas Rushton and his Webteam (Thanks Lee) kept their promise and put things right after I tweeted and blogged about it. It still does not go into my head that – A company makes it so difficult to change between contracts and that I could have created more work by canceling my (consumer) contract and then becoming a new (business) customer again. – That I need to push on social media, e.g. Twitter, Blogging, Linkedin to get attention. And, I don’t believe that the social media influence itself has caused them to think about it. At least I don’t hope it did, but that somewhere along the line the “customer (e.g. me) was king”. I tried to think of an analogy (maybe not the best but it is almost 10 pm): My teddy bear from years ago: I love him, I nurture him, I want to keep him

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Can Vodafone win me back last minute?

I am sitting here and just do NOT understand. You must by now got the message of what I think of Vodafone. I hate Vodafone’s customer service. I direct messaged with the director of customer service on Twitter until he unfollowed me, and emailed with his team and finally got moved to a business account. That was, after I had to sign another direct debit mandate and form, because the online form we discussed several times on the phone had suddenly disappeared. Now, I am officially a business customer and can upgrade my account. However, the upgrade means I need to pay for a new phone rather than getting one for free. To get the latter, I need to cancel my contract, change to a pay as you talk contract, and then come back to Vodafone as a new business customer. Could that be the solution. I tried. I really think I tried it all. Writing on Twitter, being friendly in emails, asking for nothing else but being transferred to be a Vodafone business customer for a better deal and a free phone, and then, when I thought everything is sorted, I get stabbed in the back. I have to

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Vodafone has bad customer service

Yes, I am very much pissed off. I cannot say it in any other way but the first things I did this Friday after I got home is to sit down now, and write this post. And, I feel better once I have done it. I still cannot believe it…empty promises! Ian Shepherd, Director Customer Service Vodafone, wanted to make me an advocate of the brand, “Understand. We are better than your experience has shown, and will fix the issues you’ve blogged. I’m determined we will earn your loyalty!” – that was a message on the 16th of July after I complained through Twitter and on my blog, see here about my rant about Vodafone’s bad customer service. Thomas Rushton even commented, saying “customer feedback is important to us“. They seem to have the social media channels, but I am thinking, do they know how to use them? I am here to help, if you need any advice? Anyhow, to cut a long story short. On the 11th of July I filled in a form online to transfer from a customer account to a business account. Just after my last complaint, I got confirmed that: – It takes 30 days

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Vodafone Customer Service

I wrote about my “unhappiness” with Vodafone before. However, this time it is different. When I found out that my new work does not supply me with a blackberry, I decided to get one myself. I was thinking about it anyway and went to Vodafone as my contract is about to run out the end of August. In store they told me that I could not get a business contract, which includes the 24 hour phone replacement service and free land line calls as well as the free Blackberry, whilst having a customer account. Therefore, they suggested that I should cancel my contract to a “pay as you talk” and then come back to the store and take out a business account. Of course I wasn’t happy with the solution and contacted their online and telephone team and got various answers. Whilst the telephone team sent me a very complicated transfer form, the online team sent me a link for an easy form to transfer my phone number and contract to a business account. However, that form had a usability issue which didn’t let me fill in my correct birth date, e.g. the days only went from 1 to 28.

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BT (British Telecom) – customer service

I keep getting into the habit of writing about customer service. Particularly in relationship with Twitter. Also, I have a love-hate relationship with BT (British Telecom). About 2 1/2 years ago when we moved into a new flat they drove me nuts. It took me a week to convince their help desk that they don’t need to do a line check every time I call and that there is a problem with the exchange. They eventually agreed to send out an engineer and fixed the problem after 10 days. I got so mad at them that I wrote a letter to the CEO which resulted in the head of customer service apologizing about the incident, and me getting 3 months free broadband as a compensation. Now, why am I still with BT? Two reasons. One is that my wife likes to keep the land line number. Secondly, it is convenient to have them as they have a good connection, e.g. I hardly ever in the last 5 years had problems connecting to the internet. I believe 2 times in 5 years. That is a very good track record. After the incident 2 1/2 years ago I decided not to sign

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