Customer service : Thu Jan 03, 2013 2:26 pm  

What happened to it?

I am sick of large companies being uncontactable, except via pointless and misnamed "customer services" ''phone lines / email.

I am sick how they treat you as a cash cow and when they cock up they don't want to know.

What annoys you and which companies?

Tesco annoy me on many levels - not least the fact they have often tried to overcharge me. Today I had a good one. I was due 3p change. I thought I'd wait for it but there was not 3p in change in the till. So the guy went to the next till - none. Asked a colleague - none. By now despite the embarrassment, I had decided to stick it out. He rattled in his till and found 2p, offered it me and said "sorry it's 1p short." Now, recalling days of yore when if an independent shopkeeper didn't have the correct change they'd give you more as they valued your custom, I just said "well give me 5p then!" He did. A small, insignificant victory for decency but it cheered me up!

Re: Customer service : Thu Jan 03, 2013 2:56 pm  

Dally wrote:

What happened to it [customer service]?

Dally wrote:

Tesco...

I think I've identified your problem.

Re: Customer service : Thu Jan 03, 2013 2:58 pm  

Rock God X wrote:

I think I've identified your problem.

Dally wrote:

...

Nearer the mark.

Re: Customer service : Thu Jan 03, 2013 4:49 pm  

Dally wrote:

Now, recalling days of yore when if an independent shopkeeper didn't have the correct change they'd give you more as they valued your custom,

Probably something to do with consumers (by and large) demanding that retail should be nothing more than a race to the bottom so that we can have everything cheap, cheapest and cheaper still?

Re: Customer service : Thu Jan 03, 2013 5:15 pm  

bramleyrhino wrote:

Probably something to do with consumers (by and large) demanding that retail should be nothing more than a race to the bottom so that we can have everything cheap, cheapest and cheaper still?

...and directly as a result of that you'll find that as far as mail order services are concerned you rarely deal direct with the retailers own employees from the moment you click the "Checkout" button - sure the order goes to their premises but the people who go and pick your order, package it, and then right through the delivery to your door, will be agency or sub-contractors, will more than likely be on the minimum amount that can be payable for that job spec, could well be on short term or temporary contracts and as a result feel no loyalty to the brand that you thought you were buying in to, or to you as a custoemr, because you're not their customer - despite what the talking heads for those companies will tell you, the people on the ground who do the work do not feel connected to you in any way.

I've found a couple of options that work really well in mail order - eBay dealing with registered eBay traders with good and hefty feedback (because they depend on you giving them good feedback, ie they actually care), and the "click and collect" service that many retaillers (I'm thinking Asda) offer, mainly because there is someone accountable when you go into their store and because they often use their own distribution methods to get your product to your nominated collection store.

Re: Customer service : Thu Jan 03, 2013 6:22 pm  

Talking about online ordering. Why people like Amazon use Royal Mail is beyond me.There is always trouble with them - again as staff are given unrealistic delivery targets and so can't be botherted knocking, etc.

Pre-Christmas we ordered a few items from Amazon. I ordered some books which did not cost alot and they were efficiently delivered by a courier to my office and signed for.

Where they use Royal Mail, things are somewhat different:

- we found a cardboard package on the doorstep in the pouring rain when we got home
- a coupke of years ago Mrs D ordered an expensive iPod as a present - it was left on the doorstep!
- Postman has seen Mrs D through the window and left expensive things o0n the step without knocking or put we tried to deliver but you weren't in card through the letterbox!
- Mrs D sent a Christmas present to her brother. Royal Mail left it in a Wheelie Bin with an illegible note. When they went to collect it next day they were advised it was in the Wheelie Bin - but the bins had been collected! Luckily, Amazon despatched a replacement without question.
- Another present was delivered to the same houe and just left outside even though they were in.
- An incoming letter with some Christmas money to one of our kids was openened and money knicked (not for the first time).

All in all, Royal Mail do themselves no favours and are hastening their demise through poor management and poor motivation.

Re: Customer service : Thu Jan 03, 2013 6:45 pm  

Dally wrote:

What happened to it?

I am sick of large companies being uncontactable, except via pointless and misnamed "customer services" ''phone lines / email.

I am sick how they treat you as a cash cow and when they cock up they don't want to know.

Welcome to capitalism

Re: Customer service : Thu Jan 03, 2013 6:47 pm  

Dally wrote:

<snip>

Have you ever stopped to wonder why this keeps happening to you?

From hospitals via supermarkets and delivery services, I doubt there is another UK citizen who has attracted such consistenly poor levels of service.

Do you ever ask "Is it me?"

Re: Customer service : Thu Jan 03, 2013 7:06 pm  

Dally wrote:

All in all, Royal Mail do themselves no favours and are hastening their demise through poor management and poor motivation.

I take the contrary view in that I dispatch goods on a fairly frequent basis to customers and always use my local Post Office in preference to a courier service.

In the main its much cheaper, occasionally the stuff I send (artwork) can be posted via regular mail for a couple of pounds, for larger items like the 3 foot square framed canvas I sent yesterday it goes over the counter and sent via ParcelForce on a 48 hour service, insured and a trackable signed for delivery for £11.

They have never yet lost an item of mine in the post.

I've used courier services via one of the online conduit providers who allegedly have accounts with all of the major carriers and guarantee the cheapest courier prices, they never quoted less then £12 for a single package, and depending on who they used they didn't turn up to collect when stated and on two occasions didn't turn up at all, basically you are a single non-account collection for these companies and you are not important in the great scheme of owner-operator drivers who get paid by the number of items completed, if you live too far out they'll identify you as the one to drop off the sheet if traffic is heavy.

The reason that the likes of Amazon use Royal Mail should be obvious, they are reliable.

Re: Customer service : Thu Jan 03, 2013 7:09 pm  

cod'ead wrote:

Dally wrote:

<snip>

Have you ever stopped to wonder why this keeps happening to you?

From hospitals via supermarkets and delivery services, I doubt there is another UK citizen who has attracted such consistenly poor levels of service.

Do you ever ask "Is it me?"

I can just picture his postman peering through the window and thinking "aw, fook, not him", before dumping the parcel in a plant pot and legging it.