Customer Service – some get it, others don’t

I’ve had one of those experiences this morning that entirely lifts your day, which is curious because it started with a very expensive piece of my kit going wrong.
Back in November I bought a 42 inch Toshiba Regza TFT TV, which is amazing. Yes Sky looks like the best of Enid Blyton sent through a wood chipper, but that’s Sky’s fault not the Tosh. But shortly after Christmas is developed a minor fault where a thin black line appeared down the centre of the screen. At first we tried to ignore it, but eventually I decided to get it sorted out, as the TV came from John Lewis is a five year warranty.
This is doing Customer Services Right:

Rang with the problem, told that the TV engineering company would ring me tomorrow.
Engineers rang as promised and said they’d be here on Thursday.
8.30am Thursday they rang to give me a two hour windows (9-11) that the engineer would call
9.20am Engineer arrived, assessed problem
9.30am Engineer called John Lewis arranged replacement screen for Friday and collection of broken screen, with same early call and two hour window promised.
9.35am He left, leaving me with complete confidence that I’m going to get my screen fixed, and that I’m not going to be without a TV in the meanwhile. Result!

And now to bring balance to the universe, how to do Customer Services wrong!

Saw a wardrobe in Homebase that I wanted, tried to buy it, couldn’t…it was the last one.
Homebase sales staff said I could buy it online and get it delivered, so went home.
Went online and found item, £25 more…but thought what the hell and ordered it.
After the order was taken the web page told me that I would be rung and a delivery date arranged.
A month later no phone call received, so I sent an email asking the situation.
Automated response, no reply
Two weeks later I sent an email to customer services at Homebase asking why they didn’t reply to emails.
I got another automated response it read…
Thank you for your enquiry. Your email has been given a reference …
We aim to answer all emails within 2 days.

That was 27 days ago. No reply.
Rang Homebase two weeks ago and asked where the item was.
Promised on the phone that the item would be with me on the 1st of September, at the very latest.
On the 1st of September received a letter explaining the item was out of stock and that it would take longer, no delivery date provided.

If anyone from Homebase is reading this, YOU ARE CRAP! (and no, I’m not expecting a reply)

But they’re not alone.

I noticed that the pieces I wrote on the BBC Series Jekyll, so I thought it might be of interest to my readers to review the DVD boxset.
So I contacted the BBC on that basis.
The BBC press office replied,’If you are a journalist, we are considering your inquiry and will respond as soon as we can.’
Well I am a journalist, and they haven’t after 3 weeks.
I think what galls me more here is that I’m indirectly paying for them to be rubbish!

And last but not least, Pipex

I’ve posted a number of times about my fun with their ADSL service, which after years of being excellent went pair shaped about two months ago.
I’m not going to repeat the entire sordid tale here again, but I’ve now had at least two Pipex representatives promise to ring me back but never did. My ADSL still doesn’t function like it once did, and they’ve ignored at least two emails I’ve sent.
When I get cable in, and then tell them I’m terminating my contract I’m sure they’ll have plenty to say, but when I’ve got a problem they’re less interested it seems. Customer service is something that they’re heard about, but not really understood it seems.


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