Unsecure chicken perches

[Leicester_H]

Hi

On another thread, I expressed disappointment over the time a company was taking to respond to email queries about their product (in this case a WIR costing around £800 - not an insignificant sum).

 

They replied to my initial query within a few days (a reasonable time). THEY offered to find out about some other information - I emailed back asking them to find out the additional information.

 

After a whole week I had heard nothing, so I resent email.

 

After another whole week, I had still heard nothing so I sent a email asking if they responded to emails - they seem to have been offended by this.

 

Even if they hadn't received the required info (from their suppliers) I would have expected a good company to keep the potential customer informed with a 'holding email' after a week (say) eg. Sorry we have no info yet, but we haven't forgotten about you etc. etc.

 

As a potential customer, I hoped to be better informed ? Am I being unreasonable ? What are your views ?

 

H

[soapdragon]

I agree, Hazel. I think customer service in this country is generally appalling; you would imagine that, in the current economic climate, companies would be sharpening up their act but ....no! It seems to be getting worse.

[Daphne]

As I type this I am also engaged in a web chat as my - unrepeatable word - bank has deemed this the only way to communicate with me over a particular issue. I have paid my own money this afternoon calling an 08457 number to be on the phone for 20 minutes reporting and then self-diagnosing a problem. I have been passed to another human who told me to send a question on an online forum. This isn't a trivial matter but a case of making a payment. I have been indulging in this webchat for over 15 minutes. Do they really think I have nothing better to do.

 

I am furious and will soon be an ex-customer, although I have banked with them for 30 years

 

And in response to your query Hazel, no I don't think you are being unreasonable. My very reasonable OH has told me to switch banks and then let the original one know why. I expect I shall.

 

My blood pressure is rising....

[freddie]

We run our own business. My customers are king to me. I work 7 days, responding to everything. We get letters(1) of thanks, which is so nice to get,

I still believe that the tiny things matter, and they do.

I hate all banks They are all as bad as each other. Unfortunately we have to use them.

[Daphne]

Indeed. I have spent a total of 1 hour today going round in a giant circle as the web-chat was a complete and utter waste of time. I am re-activating a dormant account I have with another bank and am preparing to flounce I also run a business and I agree with you, I know how important the customer is and in fact this issue has been with my business account. As it happens I am also having to write something for online publication about business support for small firms - guess who I shan't be mentioning! This sort of high handed behaviour just makes me so furious, its a real battle of the little people against the giant monoliths and their ludicrous cost-cutting systems.

 

It is really nice when you get a vote of thanks, I don't know about you, but my industry is all about personal recommendation and relationships. We haven't lost sight of the personal.

 

And breathe.....

 

How are you doing Hazel

[Chucky Mama]

I emailed a holiday company that does tailor made holidays to Italy. I haven't even had an auto response

[Leicester_H]

The Power of the Omlet Forum !?

 

I emailed to them

--------------------------------------

"Dear XXX,

We had 99% decided to buy the WIR mentioned below and were planning to visit you in the very near future (just to see one) and to collect a 2nd Omlet Eglu on our return journey.

We did/do have 2 concerns.

1. Other members of the Omlet forum (open to anyone) have agreed your WIRs are very good but have reported problems of communicating with your company (see eg. http://club.omlet.co.uk/forum/viewtopic.php?f=4&t=92097).

Over 2 weeks to reply to an email (which are instant and free to send) seems a long time (especially as X did offer to look into the matter) - even just a holding email to say that you were still looking into it would have been reassuring. After so long, I just assumed both my emails had been overlooked..."

--------------------------------------------

I received a very helpful reply within a day !

------------------------

"Since the Xmas period and especially more recently we have been experiencing an unusual high volume of orders, this has had a knock on effect with the general running of the business especially dealing with enquires, we are a small business providing a good quality product with no wish to expand..."

---------------------------------------

 

I noticed at the bottom of their email "Sent from my iPhone" - if they have all this hi-tech, why don't they use it more 'sensibly' ?

 

So they may have redeemed themselves.

 

H

[majorbloodnock]

.... I have paid my own money this afternoon calling an 08457 number to be on the phone for 20 minutes reporting and then self-diagnosing a problem.....

 

http://www.saynoto0870.com/

 

It doesn't speed up the process, but at least means they pay for it instead of you.

[good_egg]

As you'll know (ESP if you follow the link) I have been borderline stalking the same company as Hazel. Emailed them again the other day as I really want to use their expertise instead of first time WIR build for local shed company! They responded within 30 minutes this time..... Have left them with details to provide quote and date estimate - crossing fingers for a quick response! W

 

Well done Hazel, the power of omleteers!!

[Leicester_H]

They seem like a nice/good company that simply didn't realise how much non-responding annoyed potential customers.

 

When (if?) my arm is better, I hope to visit them (hopefully in next 2 weeks (ish)) to see a WIR (prior to ordering) and collect another eglu (from Omlet HQ) on the return journey with a view to adopting some ex-bats!!

 

H

[Daphne]

.... I have paid my own money this afternoon calling an 08457 number to be on the phone for 20 minutes reporting and then self-diagnosing a problem.....

 

http://www.saynoto0870.com/

 

It doesn't speed up the process, but at least means they pay for it instead of you.

 

 

Thank you for this Major, today I suffered the further indignity of having my online access frozen for reasons I won't go into, and as the bank no longer puts its phone number on its website so you have to search for it (can you believe it....oh yes I can ) so I searched for something less expensive The very nice young man on the phone then asked if I minded being called by their market research team later to say how my query had been handled. Bring it on

[Mrs_B]

Customer Service is a vital part of any business. If someone treats me badly, I simply wouldn't spend my money there - why should I give a business money who doesn't give two hoots about my potential purchase.

 

Sorry to hear you're having problems with CWC - must really be frustrating for people. I'm planning on buying a WIR from there...really hope communication is sorted because no response to emails winds me up Omlet (via eBay) didn't respond to me for well over a week and I emailed every day (I had purchased items too) and it made my blood boil and I ended up sending their FB people a message who sorted out my issue right away lol!

 

x

[Leicester_H]

Hi

 

Yay - we are visiting tomorrow (will place order if all looks OK).

AND collecting 3rd (!) eglu from Omlet on way home.

 

H