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  1. #1
    Lizzie, Lymington's Avatar
     Lizzie, Lymington is offline Commander Member
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    Question Customer Service or Lack of!

    I have just been reading the thread about P&O and the lack of customer service as far as the poster is concerned.

    I think it's sadly lacking in many places today. Where good customer service operated, a complaint used to be perceived as the opportunity to put things right. Now, it seems many just want rid of the 'problem' & aggravate rather than calm the situation.

    It took Tesco 5 frustrating days to deliver wine by courier that should have arrived the following day, plus seven phone calls to chase them up & get some sense out of them. When I suggested a way to resolve the complaint to one young man, he said he couldn't do that ( arrange delivery from my local store) and he said he didn't know what to do!!!!

    I am awaiting a response to my letter to Phillip Clarke CEO.

    In contrast, I phoned Wilkinson's as they stock an item our friends in France use, they could not have been more helpful & put the items aside, when I arrived they were at customer services already neatly packed. Total cost £5.90!! So well done to Wilkinson's!

    What examples do you have of good or bad customer service?

    Lizzie

  2. #2
     tomvet, limerick, roi is offline Banned Member
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    Good customer service is a rarity nowadays, many of our requests that can be part of the solution are 'impossible' to grant as the computer says no or 'I do not have the authority to change things'. Funnily enough when one pays the fee the computer is much more obliging and the authority seems to appear out of nowhere.

    What I have noticed though, no matter the company, once they have your money customer service is non-existent, if you hold the money, you have some chance of getting somewhere.

    TBH, I think Tesco are one of the best in terms of customer service.

    Best customer service - Mothercare - no Qs asked, if product is faulty, they take it from you and hand you out a replacement.

    Worst customer service - Eircom - our phone company, in 2007 we were travelling for 3 months and the bill came and was left unpaid and when we came home the phone / internet was cut off - no warning letter - no second bill - we had to pay €200 reconnection fee or change company - we took the latter option. I could not believe the agent let the business slip and I wonder if senior management found out would they be pleased? - her excuse was that she had not the authority to waive the reconnection fee!
    If people are not given authority to 'judge' situations on their merit - why not use machines?


  3. #3
     Mitchell Derby, Derby is online now Boatswain Member
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    This is why, before we buy any major item, we make a "test call" to their after sales service people just to see what the reaction is once they believe they have your money. There's no need to be deceitful; we just ask them about some feature of the product that "we don't quite understand", which is usually perfectly true!!
    We've managed to avoid several expensive mistakes this way ....

    Cheers,
    Lynn


  4. #4
    jimtheoldsalt, felixstowe's Avatar
     jimtheoldsalt, felixstowe is offline Admiral of the Fleet Member
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    I think that I have mentioned this before,but I have nothing but praise for P&os customer service.

    Aftermy last cruise,my suitcase was damaged somewhere between my cabin and the baggage hall,the insurance company wanted so many statements and a form P&O just to say I was on the ship,I contacted P&O and they came back and said that they would pay full compensation if I could produce a letter from the seller of the case,ths I did and very shortly afterwords received a check to the value of a brand new case.

    Now that is service.

    jim


  5. #5
     tomvet, limerick, roi is offline Banned Member
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    Quote QUOTE: View Post
    I think that I have mentioned this before,but I have nothing but praise for P&os customer service.

    Aftermy last cruise,my suitcase was damaged somewhere between my cabin and the baggage hall,the insurance company wanted so many statements and a form P&O just to say I was on the ship,I contacted P&O and they came back and said that they would pay full compensation if I could produce a letter from the seller of the case,ths I did and very shortly afterwords received a check to the value of a brand new case.

    Now that is service.

    jim
    That is refreshing to hear Jim! Usually they look at the value of the case, say you had it for 6 years and then depreciate it to zero and justify no paying you a cent. I had a bag damaged by United Airlines and on collection I went to their ground staff in JFK to be told in the most ignorant of fashions 'That bag is damaged at the seams, United Airlines do not pay for any bags damaged at the seams'. Now I ask, if you are going to manhandle a bag where is it going to give - the seams?


  6. #6
     ROSEBASKETS, Yorkshire is offline Leading Seaman Member
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    Flight crew, mostly fantastic customer sevice in the 20th century, need a pillow or blanket, no problem. Now all passengers seem an inconvenience at best, treated with nonchalance and distain.


  7. #7
    hat776, malta's Avatar
     hat776, malta is offline Admiral Member
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    We recently made two bookings through booking.com. After three weeks our friends said they hadn't received any confirmation .As it's normally sent immediately we were rather worried so we sent an e-mail asking them to re-send the confirmation . Within 10 minutes their Customer Care phoned us (having got our telephone number from our booking form), clarified things and sent a confirmation to our friends and another to us for our peace of mind. I was really impressed.


  8. #8
    Rustynails, Wimborne's Avatar
     Rustynails, Wimborne is offline Leading Seaman Member
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    I have to give full marks to MSC Customer Service, I have had 2 reasons to contact them in the last 9 months & in both cases my problems were solved in 1 month & 1 week respectivly. I confess that I was expecting a long hard fight in respect of 1 problem, but have to give credit were its due, 1 month from date of complaining to receiving a cheque was, in my view,service exceptionalllllll.

    My worst experience was with the RAC, despite numerous, calls, e mails I never once received a reply to my problem & that was 7 years ago. Needless to say I'm now with the AA

    Last edited by Rustynails, Wimborne; 8th April 2012 at 08:14 AM. Reason: spelling !!

  9. #9
     Royston1, Royston1 is offline Leading Seaman Member
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    Quote QUOTE: View Post
    I think that I have mentioned this before,but I have nothing but praise for P&os customer service.

    Aftermy last cruise,my suitcase was damaged somewhere between my cabin and the baggage hall,the insurance company wanted so many statements and a form P&O just to say I was on the ship,I contacted P&O and they came back and said that they would pay full compensation if I could produce a letter from the seller of the case,ths I did and very shortly afterwords received a check to the value of a brand new case.

    Now that is service.

    jim
    I also had good customer service from P&O when I left a case in the baggage hall on the way home (we had packed way too much stuff and lost count of how many cases we had!). I rang them and had a call within half an hour to say it had been found and they could send it to me by courier in the next working day. I had to pay of course, but they just sent me an invoice a week or so later and it wasn't very much.


  10. #10
    cornish girl, falmouth's Avatar
     cornish girl, falmouth is offline Commodore Member
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    Quote QUOTE: View Post
    I think that I have mentioned this before,but I have nothing but praise for P&os customer service.

    Aftermy last cruise,my suitcase was damaged somewhere between my cabin and the baggage hall,the insurance company wanted so many statements and a form P&O just to say I was on the ship,I contacted P&O and they came back and said that they would pay full compensation if I could produce a letter from the seller of the case,ths I did and very shortly afterwords received a check to the value of a brand new case.

    Now that is service.

    jim
    I did also Jim. they were prompt with their reply and apologies, no probelm with PO customer service. I am surprised Lizzie of the shoddy service you received from Tesco, they are usually very efficient, perhaps down to the level of training this person you dealt with had recieved.
    I find Talk Talk are the worse for customer service.CG


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