Tag: customer service

lack of communication

Sometime ago there was a report in the papers and on the radio about the level of customer service given to customer by various companies. At the time the worst customer service came from communications companies. Well I can say that from where I am sat it was true then and it is still true now, nothing has changed. I get to deal with a lot of communication companies from the likes of BT down to the smaller independent companies and communicating is something they have still not mastered.

What has got me wound up this past few days is the fact that I need to purchase a mobile dongle for work, just one dongle but Orange seem to be happy to ignore my offer of money for a 12 months contract. I thought (how ever foolishly) that it would be easy to go to the Orange shop and purchase a dongle, well it would of been had I been happy to purchase it in my name and pay for it via my bank account or via my credit card. But it is for work and I won’t be the one using it, apparently their system can’t handle a purchase for a business in the shop (or though I have had some thoughts on this more later).

So I thought I would phone Orange Business on Thursday afternoon, three times I tried, three times got through the menu system and three times I was cut off. So I clicked on that little button on their web site that say arrange a call back, twice I clicked and filled in the form have and guess what no call back. I tried calling them again to day, this time I got through the menu system, the phone rang and rang and rang and then a nice lady told me my call was important to them and they would answer the phone soon possible, then it rang and rang and rang and then the nice lady…………….. you get the picture, (Before anybody says well buy one from one of the other mobiles communication companies, I can’t, it has to be Orange, it is a long story).

Now I have been thinking, that I can’t be the only person wanting to buy a dongle (or phone) from an Orange shop for business. Was it just to much trouble for the shop assistant to process my order (we got as far as sitting in the little cubicle and tapping away on her screen). So I am going to try one of the other Orange shops in the area. But what gets me is the stupidity of it all, I just want to purchase a single Orange dongle and so far Orange are refusing to deal with me.

If you work in a mobile phone shop that deals with Orange, you could be my next best friend 🙂

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white van man

Had a run in with the aforementioned white van man yesterday, driving up the A34 towards the Hinksey roundabout. As I approached the on slip, I was on the inside lane, there was a long train of vehicle coming down the on-slip but I could not move out of the inside due to a car on my outside. This did not seem to worry white van man, he just crossed the cheveron area (narrowly missing the grass) on to the inside lane in front of me forcing me to brake a swerve out off the inside lane (fortunately the car that was along side me had gone past) into the out side lane. I have to be say there was a fair amount of horning blowing and waving of arms on my part, all I got back from white van man was a “who me”? look I sometimes wonder where some people get their driving license from.

Now a tale of customer service, first good customer service. I arrived back home last night and as I walked into the house I thought it was cold, checked the central heating pipe in the hall and they were stone cold, checked the boiler clock and the lights were indicating the boiler was on. Checking the boiler there was no pilot light, I relit the pilot light but still the boiler failed to function. I had this really bad feeling about the central heating at this stage.

The wife remembered that we should of had the boiler serviced back in December as part of the deal we have with our gas\electric supplier, so she phoned them up. By the time she got through it was 6:30pm, she explained the missed boiler service and the now dead boiler to the guy on the phone who replied “thats ok, you have 24\7 support on your central heating”

This surprised both of us but we sure as hell were not going to complain, we were duly booked in for an emergency call out and told an engineer will be with us in the next 12 hours and yes that did mean even at the early am hours!! Thankfully just before 9pm an engineer turned and had our boiler sorted working in less than 10 minutes, it seems that when somebody relit the pilot light they forgot to turn the dial another quarter of a turn which allows the boiler to fire up. My excuse is that it was only the 2nd time in 9 something years that I have had to light the boiler.

Now bad customer service. I ordered two laptop for work back at the start of January, at no time was I made aware of the fact that the said laptops were out of stock, I was even given a delivery date, when the delivery date came and went with no laptops, I phoned to find out where they were. Apparently they were out of stock, the story has progressed with broken promises, e-mail sent with no replies, phone calls not returned and promised not honoured. This is not a large multi national, this a major local company who could of got all our business, it now looks like that possibility has gone the same way as their delivery dates.

Well that is it till the weekend, bye

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