Key Information
Posted: Fri 26 January, 2024 Filed under: Customer Services, Domestic, Driving Leave a comment »When I got the new (to me) car it only had one key – although it had two fobs, it was just that the actual keyblade on one of them was missing. (Which is quite an achievement in the first place!)
I like having two working keys for the car – it means, among other things, that I can leave it with people (valets, MoT/Servicing etc.) without leaving my full bunch of house keys as well.
So I asked at the local dealership what the price would be for a replacement, and they quoted an OK-but-high price for it, saying it might take a couple of days from ordering in order to get the right one – oh, and have the V5 registration certificate as proof of ownership. And then didn’t get round to it.
This week though, I did a quick trip to my local(ish) Tesco that I know has a Timpson concession/branch at it. And (being organised, for once) I remembered to take the spare key fob with me. Nothing to lose by asking, and all that jazz.
So I asked, and got it done for £50 (less than a sixth of what the dealership had quoted) in less than fifteen minutes.
I’ve always been impressed by Timpsons (among other things, I like that they are open to employing ex-convicts and so on, opening doors that many places close) and I’m glad that I took the time to use them for this one.
Driving Change – Better Services
Posted: Thu 30 November, 2023 Filed under: Business, Cazoo, Customer Services, Domestic, Getting Organised, Insurance, Thoughts 1 Comment »Following on from the utter farce with Cazoo being shockingly shit at customer services, it’s only fair to mention that there have been other companies who have made things a lot easier than they could have been.
First among those has been Enterprise, who have always been a stand-out for me when it comes to car-hire firms. They have one simple thing that makes them stand out (and I don’t understand why other hire firms don’t mimic it) in that quite simply, they come to collect you rather than insisting on getting to them. Alongside that, there’s been no hassle when I’ve needed to extend the hire period and so on. I know that really it’s “just” a case of doing the jobs they’re paid to do, but sometimes even that feels like a rarity.
Honourable mention also goes to We Buy Any Car, who again just did what they said they would – I got the old Kia to them, they checked it out (and explained the entire process really clearly) and paid what they’d agreed within the day. All the paperwork came through fine, the V5C change of ownership and so on, and it was all smooth and easy. (Cazoo wouldn’t do a trade-in on the Kia, as it was over their mileage limit, which is fair enough)
Alongside that, even my car insurers (Darwin Insurance) made life easy. Once I’d taken delivery of the car, I checked other insurance providers so I’d got a good idea of costs, and then called my current insurer to see what the charges would be with them. It turned out that sticking with Darwin would mean a premium that was about 50% higher than a different provider, so it made sense to cancel the current policy and start a new one for the new car. Darwin made that cancellation process easy and smooth – and it turned out that I’d paid enough that I got a refund rather than having to pay the cancellation fee. (Which has just *got* to be a win!) The new policy has also all come through fine and been easy to sort.
So, despite Cazoo being a monumental pain in the arse, there’ve been others who’ve made the entire thing a lot easier than it could have been. And that’s something I’m deeply thankful for.
Driving Change – Update/At Last
Posted: Mon 27 November, 2023 Filed under: Cazoo, Customer Services, Domestic, Driving, Getting Organised 2 Comments »At the start of November, I had to buy a new car, and used Cazoo to do so. Today, I finally received one. It has been a long process!
The first one I bought (a Kia Optima) was due to be delivered on November 6th. That day, after the delivery slot had closed, they called and said “While we were checking it, we found a problem with the rear bumper, so we need to respray it. No, I don’t know how long it’ll take, I’ll call you back“. (Spoiler : They didn’t call back) Not a great start to things, but… OK, I guess that at least they’d checked it.
Time went on. They came back a few days later, still saying “There’s a problem, we don’t quite know how long it’ll take“. I kept getting “we’ll let you know [in a couple of days time] when we know more” (which they never did, I had to call each time) We got to two weeks late, in which time “a problem with the bumper” had turned into “a problem with the gearbox” (on an auto box with less than 30,000 miles on it?!?) had turned into “we need to replace the gearbox, and don’t know how long that’ll take“.
At that point, they decided to take the Kia off-sale, and refunded my money. Which was deeply annoying. Understandable in the circumstances, but annoying all the same.
However, they offered a discount on another purchase with them (and had already offered a day-rate for inconvenience and travel costs) so I stuck with it, and ordered another car – this time a Vauxhall Insignia of similar age, and similar low mileage. (Under 20,000 miles for a seven-year-old car)
Thankfully, that one arrived today – and all seems to be OK so far. It’s had a small (in my terms) test-run to make sure it’s not totally rotten, and it’s going to get some testing over the next couple of weeks. (In that we’ll be covering a mileage in two weeks that is on a par with what it’s been doing annually so far!) As with the Kia, I’m as protected as possible – if it’s shit this week, it can go back with no penalty. From there it’s got a year’s warranty including Roadside Assistance, and it’s been paid with a credit card for that Section 75 protection.
Mind you, at the moment I wouldn’t recommend Cazoo to anyone. I’m hoping that this second purchase might ease my dislike of them – but the entire experience has been an utter, utter shambles. I suspect that they’re OK so long as everything runs smoothly and to the script, but as soon as things go awry they’re all at sea and nothing short of fucking useless.
- To date, there’s been absolutely no apology from them for pissing me about.
- They assigned someone as a “case manager”, but it took a week to even discover that. Additionally, there’ve never been any direct contact details – everything goes through their generic customer-service email account.
- That “case manager” couldn’t manage their way out of a paper bag. They had absolutely no understanding of things, and were strictly stuck to their script with zero flexibility.
- That “case manager” has also completely failed to escalate things as they got worse – or at least, if they have escalated, that’s never been made clear to me.
- The daily rate for “travel costs and inconvenience” was fairly pathetic at the beginning, and Cazoo then tried to reduce it during this whole process. (Sadly – for them – they’d named the rate in their early emails, so they were knackered on trying to reduce it)
- However, for some reason they’ve wanted receipts to prove I’ve had travel costs – God knows why, just paper-pushing bean-counters – and that caused real confusion with the case manager. No matter how many times I explained that I wouldn’t get a receipt until I’d paid for the extended car hire (and that wouldn’t happen until I’d taken delivery of a new car) we were stuck on the “But we need a receipt” loop.
I ended up going to the hire company and closed off one hire (and then started a new one) in order to get that receipt. Utterly farcical.
There’s still going to be some stuff ongoing in this – yes, they’re paying the daily travel costs rate, but that’s less than half the cost of the car hire I’ve had to have while they’ve been pissing about. I’ve been reasonable, in that I originally had a week’s rental to cover over the first delivery date and I won’t include that initial period in what they need to repay. But the subsequent three weeks hire have been entirely down to Cazoo messing things about, so I feel it’s only fair for them to pay for that.
So once I’ve paid for the final week (this Friday, assuming that the Vectra stays being decent) then I’ll send the receipts and an invoice (less what they’ve already paid) to them. From there it’ll be interesting to see what happens – I know what my expectations on it are, but we’ll see.
Right now, I’m just hoping that everything is now as done as possible. This month has been a ton of unnecessary hassle, and it’d be good to end the year with no further fuckery.
Misunderstanding
Posted: Mon 13 November, 2023 Filed under: Bankruptcy, Business, Customer Services, Domestic, Stupidity 3 Comments »Back in February, I got a specific credit card with two years of 0% interest on balance transfers. It’s all been good so far, and I”m down to about a third of the original balance, which is how I wanted things to be.
But today I got an email from them saying “Your promotional rate is expiring at the end of the month“, and talking about the money transfer rate. Which seemed a bit odd – and very early.
So anyway, I called them up to find out what was going on, and it turns out that (unsurprisingly) I’m a bloody idiot.
Turns out that the card also had a zero interest deal for money transfers – which aren’t, as I thought, the same as balance transfers. And that’s the rate that was expiring. I’m sure I should’ve known the difference between money and balance transfers, but in that general “What the fuck?” phase of things, I conflated the two things into one.
So anyway, all’s fine. And my acknowledgement of my own idiocy at least made the call handler laugh, so there’s that.
Unhelpful Timings
Posted: Tue 7 November, 2023 Filed under: Domestic, Finances, Insurance, KwikFit, Thoughts 2 Comments »The one downside of the whole “need a new car” thing is that I’d only recently sorted out all the MOT, Servicing, Tax, and Insurance Renewal for the current car. Which is, to say the least, a bit annoying.
Thankfully, the MoT hadn’t needed too much work – simply realigning windscreen wipers and headlamps, no major stuff at all – but still it’s annoying to have done all the stuff for ensuring it’s mechanically OK, only to then have something unchecked go ker-fut. (OK, *start* to go ker-fut!)
The insurance renewal is a bit more of a pain. I could make alterations, but I suspect that the massive difference in vehicle values might make it ridiculous. So I might have to cancel the newly-renewed policy – I know what that will cost, and it’s doable. And before I make a decision, I’ll find out what the costs will be, so I can properly evaluate the pros and cons.
Again, things could be far, far worse. It’s just annoying.
MOT Thoughts
Posted: Thu 21 September, 2023 Filed under: Customer Services, Cynicism, Domestic, Driving, KwikFit 4 Comments »Following on from getting the car’s MOT Test done this week, I had a look back on the history of my car’s MOT tests (that’s just a link to the service, not to my specific vehicle) Something I find interesting on it all is the inconsistency of what’s reported as faults.
I’ve noticed it before – but even when using the same MOT Test Centre, they don’t seem to check the same things every year.
As an example – last year I had advisory warnings about corrosion to the rear doors, and to some suspension components. This year? Neither of those problems was mentioned at all – and I know I haven’t had any work done to sort them out!
It’s not just this test centre, either – the same was true when I was using the Kia dealership down in Milton Keynes, and I know was true with the Saab (an exhaust back box that was blowing one year and not the next, for example) and I thus assume for the Ford as well. (I didn’t really check/track then)
Obviously it’s meant more for looking at current serious faults that would make a vehicle dangerous – although in that case I don’t quite get why misaligned windscreen washers or headlights result in a failure rather than a “needs fixing” – but the lack of consistency on the historical ones just leaves me with a bit of a feeling of “This is all just subjective and/or guesswork, isn’t it?“
An Expensive Time
Posted: Tue 19 September, 2023 Filed under: Customer Services, Domestic, Driving, Finances, KwikFit Leave a comment »This September-October period is always an expensive one for me.
The main thing is the car – because I got it in October , it means that this six weeks or so includes MoT (and any associated fixes), Service, Tax, and Insurance Renewal. This time it also included a visit to the local dealership to get the handbrake cables replaced (because KwikFit decided they couldn’t/wouldn’t do it, and some other load of old cock that they told me) as it wouldn’t have passed the MoT with them un-fixed.
The handbrake thing is one that’s been going on as long as I’ve had the car – every other MoT gets a warning about “handbrake too high” or “little reserve play/motion”, whoever’s fixing it does something, and it’s OK again – but it got a better-ish fix at KwikFit last year, and then got worse again recently. So far the newly-replaced cables seem to have sorted everything though.
Anyway, the MoT was yesterday, and it passed fine. It failed initially (but only for misaligned windscreen washer and misaligned headlights) but was then fine. Not bad for a car with 220,000 on the clock!
The insurance renewal was mentioned elsewhere, as it was farcical, but is now fine – and I’ve managed to keep it at the same level as what I was paying for the last year, so happy day.
Alongside that (because God Knows, I’m shit at planning) it’s also been time to sort out my tenancy renewal on the new place – which has involved a small-ish raise in rent, although not as much as initially suggested. And then I also ended up organising for a company to come and deal with the front garden and so on, because it’s a bombsite and needs dealing with (and I am emphatically not a gardener!)
So yeah, it’s all been a bit costly. Utterly doable though (which is lovely, and still a good thing compared to ten years ago) and at least I know it’s now all organised, so the rest of the year isn’t too bad at all. Thankfully!
Finance Trials – Follow Up
Posted: Tue 22 August, 2023 Filed under: Customer Services, Cynicism, Domestic, Finances 3 Comments »Following on from my complaint to the Financial Ombudsman about [Company A]’s fuckery, I got a response this morning from them.
Well, I say a response. More of an acknowledgement. With this in it…
We try to resolve complaints as quickly as we can. But there’s currently a very high demand for our service – so it might take around four months before a case handler gets in touch with you and starts looking into your complaint.
(That’s their emphasis on the timescale, not mine)
So on current evidence I’ll be lucky to hear anything at all before 2024…
Finance Trials
Posted: Fri 11 August, 2023 Filed under: Bankruptcy, Customer Services, Domestic, Finances, Getting Organised, Rebuilding, Thoughts 3 Comments »Over the last few months I’ve been intermittently fighting with two different finance companies about their shitty ways of handling things. I’m not going to name names (yet) so it’ll be “Company A” and “Company B”
Company A
The shorter of the disputes started back in June when I logged in to the app for their credit card, and discovered that my credit limit had dropped from around £6,000 to £1,000. With no notice or warning. Which is, it’s fair to say, a bit of a concern…
I rang them (I know, old school!) to find out what was going on, and was told “Oh, well you weren’t using your full credit limit, so we dropped it”. Which is, to be honest, well within their rights – I wasn’t using it, and *shrug*. But it’s still not right to do so without any notice or warning – if they’re increasing the limit they give you 30 days notice and allow you to decline the change, so why not do the same for a decrease?
I got the change rescinded, but made a complaint about how it had been done. There could’ve been any number of reason why I might’ve been relying on that card/limit that Company A were unaware of (if I’d been getting the car significantly repaired, as one example) and where a sudden drop would’ve landed me in the shit. (Fortunately that wasn’t the case – but they didn’t know that)
Alongside that, a drop in credit limit would almost certainly have a negative effect with the credit-scoring people – at a bare minimum it would have raised the Credit Utilisation percentage (the amount of your available credit that you’re actually using) But it also makes other lenders twitchy – that whole perception of “why would Company A drop the limit if they didn’t think there was a problem?” and so on, and would’ve lessened my credit score as a result.
I got the response from them last week that my complaint wasn’t being upheld “because we can’t find any errors in how we administered your account”. Which again is (kinda sorta) true/fair. Errors weren’t made in the decisions (although who ever heard of a credit card company decreasing a limit?!?) But errors were definitely made in how that decision was then actioned, which was the actual reason for the complaint.
So today that’s gone off to the Financial Ombudsman for them to have a look at.
Company B
Company B’s problem has been *far* more long-winded. Back in December I had fraudulent transactions made on the card, which got spotted and reported. No idea where that leak came from, as it wasn’t a card I used often, but there we go. Stuff happens.
When I next used the app, as a result of the fraud, I had a flag put on for “heightened security”. Just to check it was me, verify transactions etc. And then they sent me a new card (as expected)
Only somewhere in that process, things went tits-up. I went through the “heightened security” checks, validated myself, had to call them (I know, old school again!) and that should’ve been that. But instead, the app locked up, and stayed that way – every time I went through the process for registering the new card in the app, it froze on insisting I needed to give those checks again. I did that four times, with Company B saying each time that they couldn’t understand why it was still wanting those checks, I’d definitely already done them.
I *suspect* that what happened was a clash – the “heightened security” was on the old card, which then got cancelled, but somewhere in the depths of their system, it wasn’t cleared in my account. So when I registered new card, it was still checking back and seeing that flag from old card.
Anyway, complaints (yes, plural) were made – firstly because of how badly it was handled (they agreed, and I got their default compensation payment) and then because the problem was *still* ongoing three months later, I couldn’t log in to the app. That ended up going through their app support team, who might as well have been a black hole for all I heard from them. And so I gave up for a while, and left it. I wasn’t using the card, didn’t have any payments to make, so *shrug* what the hell. Their problem, not mine.
Last week I reinstalled the app again, just to see. It’d been six months, after all…
And lo, it finally worked. No-one from Company B had been in touch, despite those outstanding complaints and support issues, but at least it was working.
I got back in touch with Complaints because not being told was a bit shit, and they agreed. (In an hour-long phone call) It hadn’t been handled well, the support team were rotten, blah blah.
So I’ve had another default compensation payment out of them, and it’s now all done and dusted.
Conclusion
All told, life could be worse. I’m stupidly lucky to be in the position I’m in now, where neither of those issues has actually caused me any more inconvenience than yelling “Oh for fuck’s sake” on a regular basis.
But both of these companies are supposedly specialists in dealing with people with credit issues – as I was when I got them – yet haven’t seemed to have any real insight on how these issues could/would affect someone who truly was still having those issues, or anyone for whom life was a bit tight at present. (and god, who *isn’t* in that situation to some degree or other – even if it’s “just” being aware of how much prices have risen and so on?)
As such, I’ll be the person to use that fortune/luck and privilege to be able to have the time and energy to raise these complaints and hopefully make things better as a whole.
But really, neither of these things should ever have been as much of a problem as they turned out to be. And that’s what makes it all so frustrating.
Discharged/Recharged
Posted: Thu 4 May, 2023 Filed under: Customer Services, Driving 2 Comments »When I was starting the car in York on Sunday to come home, it took a lot longer to get going than usual. Never a good sign.
I figured that it had already had 300 miles of motorway driving in the last 36 hours, so was either not charging properly or the battery was fucked. (Which I’ve experienced before) But then by the time I got home, I’d forgotten about it, and didn’t check things. (I blame the post-drive “stunned monkey” phase)
So yesterday when I was due to go off somewhere (thankfully nothing essential, nor involving anyone else) the sodding thing wouldn’t start. Battery flatter than a very very flat thing. Tits.
As it worked out, I tried some mobile places for battery replacements, and while most were less-than-useful (“Oh no, fully booked today and tomorrow!” and so on, and one that promised a callback within 30 minutes to arrange and then only called back an hour after that, once I’d sorted out the people who did turn up) I did manage to book one, and it all went smoothly. He turned up early (having called to check it was OK to do so) and checked the car’s diagnostics as well to make sure it wasn’t a problem with the alternator or anything. Then when we opened the bonnet it was obvious that the battery was utterly, utterly fucked. Corrosion on the terminals and so on, definitely knackered.
Anyway, long story short, it’s all been replaced and tested, and everything is happy and smiley once more.
I’m off to be on-site again tomorrow so it’ll get a good run as a test-bed for everything, but so long as it starts and continues to do so, I’ll be happy.
(I checked back on here, and it turns out that battery was installed in October 2017, so it’s had a good run!)
Ticketed – Cancelled
Posted: Wed 3 May, 2023 Filed under: Customer Services, Domestic, Driving, Milton Keynes, Parking 1 Comment »Just under six weeks ago now, I got a parking ticket in Milton Keynes, despite having paid for the necessary parking. Needless to say, I lodged my appeal about it when I got home, did all the online form-filling, added the receipt from the parking payment, provided a contact email address, job done.
And then silence.
I chased it up by email a couple of weeks ago. And then silence.
Now, I assumed that as I’d heard nothing (and no further bills had come to tell me I needed to pay it) that the appeal had worked, but I’d have expected some form of notification.
So yesterday I decided to make sure it was all sorted, this time by phone.
Only… There’s no phone number.
- Yes, there’s one on the page about parking tickets, but that turns out to be only for the licensing people.
- Then there’s the council switchboard, who give you a different number for the parking people.
- Then that department give you the actual number for the parking ticket people
- And finally, on the fourth call, I got to the right place, confirmed that the appeal had been processed and the ticket cancelled, and that they’d (allegedly) sent me a letter telling me that. (And fuck only knows why they pay to send a letter when I’ve given them an email address they could use for free!)
So at least it’s all sorted, and it hasn’t cost me anything. But still,
Ticketed – Update
Posted: Mon 10 April, 2023 Filed under: Customer Services, Cynicism, Driving, Milton Keynes, Pedantry 3 Comments »Following on from the post a couple of weeks ago about getting a parking ticket and the poor wording on the back of it, I got a response from Milton Keynes Council…
Thank you for bringing this to our attention. The wording on the back of the PCN was checked and this was an oversight on Milton Keynes City Council.
We have notified the Parking Contract Manager of this error and he has contacted the manager of the enforcement contractors, SABA to request this paragraph is amended as soon possible.
So somehow apparently no-one had noticed this error, and no-one else had written in to point it out. Which is kind of scary in and of itself…
Slooooooow Processing
Posted: Mon 20 March, 2023 Filed under: BT, Business, Customer Services, Domestic Leave a comment »When I moved house back in October, one of the changes I made was to get rid of BT entirely. (That one decision has saved me about £50 a month!)
As part of that, they wanted me to send back the bits of BT kit that I had, which is fair enough. That was all sent mid-October using their own pre-paid envelopes, and I got a confirmation on 3rd November that everything had been received. So that was all fine.
However, on Friday I then got another message, this one confirming that I’d actually returned the stuff I’d been allocated – rather than, apparently, any other old random crap – and that they’d *now* recycle or dispose of it all.
So, five months to process the returns. That really does tell you everything you need to know about the efficiency of BT, doesn’t it?
Credit Check
Posted: Fri 10 March, 2023 Filed under: Bankruptcy, Customer Services, Domestic, Finances, Rebuilding Leave a comment »Since the bankruptcy, I’ve used a couple of free services – Credit Karma (which used to be Noddle) and ClearScore – to keep track of my credit score. It’s always been interesting, seeing what things affect the score and what doesn’t. (For example, moving dropped it by a good 150 points until I was verified on the new electoral roll and so on)
Part of those services is the alerting, that tells you when your record has been searched (either a soft-search or a hard-search, which have different effects on the record) which is also useful in helping to prevent scams – you’ll be told if someone has tried to create a new loan or bank account for you, for example. Obviously this is A Good Thing.
This week I got an alert from Credit Karma about a soft search of my record, which was a warning sign as I hadn’t done any credit searches or applications.
So I logged in to Credit Karma, checked the alerts and yes, there was a search there.
By Credit Karma.
So for some convoluted reason, they’d decided to alert me about the fact that they had themselves been doing a (fully expected) soft search.
Sometimes I just despair of these things…
Bureaucratised
Posted: Mon 2 January, 2023 Filed under: Accounting, Business, Customer Services, Domestic, Getting Organised 4 Comments »One of the things that always surprises me when it comes to dealing with my accountants is how gob-smackingly disorganised a lot of their clients must be. They send out reminders through the year for people to get their receipts in order, to make sure they match what’s in the online portal, and keep on saying about when the deadlines are, when everything has to be ready by.
Personally, I hate being like that – all the stuff I can do for my accounts for last year is already done. My receipts are scanned and linked, my bank statements and transactions files are all completed, all the expenses and so on are logged, it’s basically done. When my accountant sends out their request for everything, I can supply it all by return of email.
It’s still a frustrating experience, though. They’re really geared towards the late submitters, the last minute merchants – so even though I submit rapidly, I still have to wait ’til the processes are done and so on, and that seems to be reliant on the disorganised ones.
I’ve said repeatedly to the accountants that they should have a team that specifically deals with “easy” clients, the ones who are organised and who just get stuff done. Nothing in my accounts is complex – I already know what my 2022 Corporation Tax will be, because the prediction on the online portal is (for me) rarely out by more than a couple of quid. So sorting out clients like me should be at most a week’s work, just get the files in, agree them with what’s been submitted, calculate the figures, and job done. It really can’t be difficult.
But while they always say “Oh yeah, we could do that“, they never do. So I’ve done what I can, and I’ll just wait for the accountants to catch up. It’s deeply fucking annoying, but at least I know I’m on top of things and have done what I can.
Handbrake
Posted: Sun 27 November, 2022 Filed under: Customer Services, Domestic, Driving, Getting Organised, KwikFit 1 Comment »When the car got its MOT recently, one of the upcoming issues was that the handbrake was set too high, and not being particularly effective. Not awful, not dangerous, but not great.
In fairness, it’s been similar since I got it. Every year at Service/MOT time the Kia place I used would fuck around with it a bit, but it was always high, and I just figured that’s how it was for that car. It’s never slipped or caused issues, so *shrug* what the hell, it’s fine.
Anyway, last week it stopped being fine. It was still working, but once released the handle would “bounce” back up enough to trigger the “brake still on” idiot light on the dashboard, and was showing all the signs that it now needed replacing. Like, soon.
So anyway, I rang up the KwikFit where I got it serviced and MOTd this time, booked it in (for yesterday) for the work, and that’s all fine. These things happen.
Once they’d looked at it, it turned out that it wasn’t ready to break (pardon the pun) but there was something in the run of the handbrake cable that had jammed, which they released and checked the entire thing (including a re-check of handbrake efficiency) and all sorted. Additionally, it now doesn’t need to be set as high when engaging it. (I assume because I’m not fighting against whatever the jammed piece was doing)
And the price for this? Absolutely nothing. I tried to pay, I wanted to – even if there weren’t any replacement parts, they’d spent workshop time on investigating, sorting, and re-testing – but nope, they insisted it was fine. OK, then – but they’re definitely getting any return business from me.
UPS – Utterly Pathetic Service
Posted: Fri 18 November, 2022 Filed under: Customer Services, Domestic, Getting Organised 2 Comments »Ages back, I ordered a cool thing from the US. I knew it would take some time (it was backed through Indiegogo) so that wasn’t a worry.
About six weeks ago, I got notification that it was finally pretty much ready for sending out. I made sure they had my new address and so on, and was told when it had been sent out, although they didn’t let me have a tracking number, which was a problem.
Sadly, it was sent by UPS. Who are, in my experience, utterly fucking useless at least 90% of the time. And this was no different to usual.
Because it was coming in from the US (and emphatically Not Cheap) I knew it would get held up at Customs etc., and that was expected and fine. (Well, not fine, but… just the way it is)
What was not expected was that UPS would take three weeks (Three. Fucking. Weeks!) to send me the invoice for the VAT that was due to be paid. With no notifications, not even a “we tried to deliver, please contact us” card. Maybe I’m meant to be telepathic and to Just Know when things are wrong/waiting.
Allegedly they tried to deliver the parcel (which is a noteworthy achievement, considering it was being held by Customs/UK Border Force until the VAT was paid) but considering I was working from home and no card was left etc. (and the delivery man agreed that he hadn’t been here before, when it finally did arrive) so we know that as well as being fucking incompetent, they’re also useless bastard liars.
Anyway, it all got sorted out in the end – although not with any help at all from UPS, despite contacts from both the sender and myself to ask what the hell was going on, and why they were being so useless. All those messages went into a black hole of incompetence, never to be responded to again.
Thankfully though, despite the length of time it took to get the invoice, I did finally get the thing this week, and I’m pleased with it.
But again, dealing with UPS has been an absolute ball-ache. And now, because it’s finally been delivered, any customer service effort ends at “But you’ve received your package, so everything’s OK”. Ignoring completely the fact that it eventually took more than a month from being despatched to being delivered. Apparently that’s fine, and I should probably just be happy that it finally arrived. Nothing else matters.
So, in conclusion, yet again UPS are shite, and I wouldn’t ever give them money for anything.
Energy Bill Saving – A Followup
Posted: Sun 13 November, 2022 Filed under: Customer Services, Cynicism, Domestic, Utilities Leave a comment »I forgot to update about this! If you’re still reading this rubbish, you’ll know that back in June eonNext Energy tried to bill me for energy used before I left them fifteen months prior. That ended up not working well for them (due to an awareness of OfGem’s rules about back-billing) and they soon effed off.
Anyway.
At the start of October (see, told you I’d forgotten to write about it!) I got a letter – thankfully I’m still old-fashioned enough to make use of Royal Mail Redirection, even though most of what I get in the post is absolute shite – from eonNext. Including a cheque as an apology for their abysmal customer service.
Anyway, yes, the cheque got paid in straight away, and all is good. It just amused me that eonNext took three months to even process an apology…
Yet another MoT
Posted: Wed 5 October, 2022 Filed under: Customer Services, Domestic, Driving, Getting Organised, MK Kia, Thoughts Leave a comment »This week the car’s been in for its MoT test – it’s October, so it’s been time to renew Insurance, pay Road Tax, and sort the MoT. For the first time with this car, I didn’t bother using the proper dealership (the car’s on 200,000 miles, and I no longer give a sod about service histories and so on) alongside which, the dealership I was using were… less than professional on a number of occasions, so I wanted to try something else and see what they had to say.
I chose (on the basis of other positive experiences) to use KwikFit , albeit a branch/location I hadn’t used before. I booked a service at the same time, just to get everything done in one go.
As it turned out, it did fail the first MoT, and needed a couple of things doing. Which was fine, KwikFit sorted everything on the same day – although obviously it made it a long day all told – along with recommendations of what I need to do (in their words) “sometime in the next year”, which I’ll get sorted at some point soon.
But all told, that little Kia has done pretty well – I’ve put about 130,000 miles on it since I got it in 2016 (just under 22,000 miles a year on average!) and it’s still really running fine. (Mind you, I’ve been very clear to it on what will happen when it becomes unreliable, so no-one’s under any illusions) That was definitely a good buy.
Moved
Posted: Thu 15 September, 2022 Filed under: Customer Services, Domestic, Getting Organised 1 Comment »So, it’s finally happened – and all went really smoothly in the end.
I’m still not a fan of having a removals company doing the packing/driving/delivery – I don’t like telling people what to do, and feel uncomfortable just directing things to where they should be. But the guys on the day made everything easy and efficient. They turned up on time at 9am, and everything was loaded into their van by 10:15. They had a break and then drove up to the new house, whereas I just drove up, they arrived by 11:30/11:45, and it was again all unloaded and sorted by 13:30.
Obviously there’s now a lot of unpacking and organisation to do (as well as construction of things like wardrobe, bookcases, and office desk/chair) before I feel properly sorted, but it’s all gone well so far.
Today I’ve been out and on-site, so not much happened.
Tomorrow I get broadband and Sky installed, and various odds and sods will be delivered through the day.
Mostly though, I’m just happy that the move itself went OK, and that it’s all looking positive so far!
Making More Work
Posted: Fri 12 August, 2022 Filed under: Customer Services, Domestic, Getting Organised, I Don't Understand, People, Thoughts, Weirdness 2 Comments »As part of my preparation for moving (about which another post sometime soon) this week I ordered some decent moving boxes from SafeStore. Yes, I’m sure there are other sources for them, and so on, but I was happy with the stuff on offer, and they’d deliver it, so *shrug*, it’ll do.
For cost-effectiveness (within the provisos of “I’m sure I could get it better somewhere else, but CBA to hunt”) I got one of their “kits” – 4 each of small, medium and large box sizes for considerably less than individual prices – and also added in some bubblewrap, tissue paper, and a mattress cover. All well and good.
It got delivered this morning, as expected and on-time. Two boxes – one the ‘kit’ box, and one for the bubblewrap roll etc. Except… there’s no mattress cover, no tissue paper. So I called them up to let them know, and the lady went off to check with the despatchers. And that was where it got weird.
“Have you checked in the Kit box? They say they might’ve put the extra things in there, to keep it all together“.
And it turned out that was exactly what had happened. But that boggles my mind.
Now, I assume (and I’m aware it’s an assumption and thus could be utterly flawed) that the kit boxes are exactly that – they come as a sealed box with the kit contents in. That makes sense to me. (Otherwise they’d be assembling the kit from box stocks for every order, which seems… odd)
So, if that’s the case, the despatchers opened a kit box, put the extra bits in, sealed it up, and then put it with the other box that already had bubblewrap etc. in it. Why go to that effort when there’s an unsealed box (with space in it) right there? Why make even more work for oneself?
I despair.
[Note : I actually did better than expected out of this deal – because they didn’t send me the kit box I’d ordered, and instead sent one that’s larger, and should’ve cost about £10 more!]
Getting Stuff (Finally) Done
Posted: Fri 29 July, 2022 Filed under: A428, Anglian Water, Central Bedfordshire Council, Change, Customer Services, Cynicism, Domestic, Driving, Getting Organised, I Don't Understand, Laziness, People, Politics, Thoughts 1 Comment »My local council are, to be polite, utterly fucking useless. Their skills in organisation, communication, professionalism and competence appear to be absolutely zero – in fact, most of the time I doubt they could even spell any of those words, let alone be good at them.
But, after literally years of nagging, they’ve finally done two of the jobs I’ve been nagging them about.
First, we start with The Bridge
Six years ago (I’ve probably written about it before, but can’t be arsed currently to check) we had a mains water line burst near the village – a burst that was so powerful, it destroyed the bridge wall that the pipe was next to. Now, it’s not a main road per se (i.e. it’s not an A-road or motorway) but it is one of the two main roads from my village to Milton Keynes and the motorway. So it’s not short of a fair bit of traffic.
Initially, Anglian Water put up some cones/barriers and traffic lights so that the road was usable (kinda/sorta) but reduced to one lane, on the side that wasn’t missing half a bridge wall. That situation remained for about six months (with regular failures of the traffic lights) until I asked Anglian Water what was actually happening, and had they forgotten about the bloody thing. Turned out, they had forgotten. And there began the saga of getting it fixed.
Anglian moved things about, put in a temporary fence and barrier, opened the road up, and tried to get a repair done. (Which was fraught with its own issues around who actually owned the fucking thing, who was responsible for what, etc. etc.) The council insisted it should be done by their Highways department, who would do the work properly, and all that happy crap. So after eighteen months, Anglian handed the entire clusterfuck over to Central Bedfordshire Council, as requested, and washed their hands of the problem.
For four years I’ve been asking when it’s going to happen, what’s occurring, and so on. It’s outlasted four admin assistants, and two managers. And every time they’ve said “Oh, it’s all scheduled, we’ll hopefully have it done in about three months time“. I do realise there’ve been a lot of hassles – again, with who owns the bridge and the land underneath it, who’ll be stumping up the money, how it’ll all work and so on. But it’s been four years where it would’ve been all too possible for someone to come off the road, through the fence, and end up twenty-odd feet down underneath it. After every decent storm we’ve had, I’ve had to contact the council and suggest that they might want to come and put the fence back up, along with the holders/barrier that’ve fallen over.
But about a month ago, signs went up around the bridge saying that work was going to start, and take about eight weeks. And it actually started, and has been progressing nicely. (Not that anyone from the council has thought to send a message saying “Hey, just to catch you up, it’s all happening”. That would be expecting far too much from them!
Second – the other bridge.
Back at the start of the pandemic, in the next village to mine, someone went on a graffiti spree, writing/spraying stuff on all the village’s road signs and so on. Nothing monumentally offensive, just stupid shit that no-one needs to see. And in fairness, Central Bedfordshire’s Highways department cleaned most of it off comparatively quickly. (I think it only took them a fortnight to get rid of the stuff that was nasty about Central Beds Council, and then about another two months to get rid of the less offensive but stupid stuff)
And then when Captain Tom hysteria was at its peak (Captain Tom was from the village I live in, so it was all relevant locally) they sprayed a big message about him on one of the other local bridges. You can see some of it below, or go to Google Streetview here for the full experience
Yes, it lasted long enough that it even made it onto Google Streetview.
That’s taken two and a half years to get rid of, but finally got cleaned off last month. Of course, others who’ve seen how long it takes Central Beds to sort these things, have also taken to graffiti’ing local walls and so on. Fine, it may be an influx of new people, but before the first lot happened (and that person has since moved away) we never saw any happening. Now though, I can easily think of eight or nine sites that have been hit.
Again, allegedly there were problems for the council in gaining permissions/clearances to clean that bridge – it goes over a railway line, and they were saying they couldn’t clean/wash the bridge while things might be running underneath, although that sounds like bullshit. The cleaning job when it finally happened didn’t go over the top of the bridge wall at all, so nothing would’ve been affected. But there we go.
Purely personally, I suspect that if that graffiti had said “Central Beds council are useless bastards” it would’ve only been there a couple of weeks. But because it was about Captain Tom, I wonder if they thought it would be worse to get rid of it than to leave it. I don’t know.
Anyway. Both jobs have (finally) been done, and it’s really nice that I won’t have to nag the useless bastards any more. But things like this shouldn’t take that long to get sorted. If it had been me in charge of either project I’d have got the work done, and *then* chased whoever needed to pay for it, including court stuff if necessary. But the general public don’t need to see those delays, regardless of the cause – we just want to see stuff that’s been broken get fixed.
I don’t know what the answers are on all this – but government (both local and national) at the moment just seems like one giant clusterfuck of ineffectiveness and general incompetence. And surely there must be better ways than what we’ve currently got?
Energy Bill Saving
Posted: Tue 14 June, 2022 Filed under: Customer Services, Domestic, Finances, Getting Organised, Legal, Utilities 1 Comment »Roughly eighteen months ago, my energy supplier of the time (nPower, a company I’m epically happy to be rid of) sold their domestic customer base to eonNext – one of the few energy companies with a worse customer rating than nPower. (So, quite the achievement)
For many reasons I wasn’t happy about this, and used USwitch to move over to Octopus in January 2021. I’ve been really happy with that switch, and haven’t moved since.
At the time, I had a credit balance with eOn, and expected that to go on the final bill. I was expecting that bill to happen within about two months, and pay any excess over the credit at that point. Except I didn’t hear anything from eonNext at all. I was still able to log in to the customer panel, but nothing else happened. So eventually I shrugged my shoulders and left them to their own devices.
Yesterday (June 2022, fifteen months after switching supplier!) I got a bill from eonNext, telling me what I owed them through to January 2021.
Thankfully, I remembered reading in the Guardian’s Consumer Champions pages about OfGem’s back-billing rules , which basically say that you can’t be billed for energy used more than 12 months ago if you’ve not been billed for it already (or informed by statement of account) . Within that information page, they also include a link to the Citizen’s Advice form letter for telling energy companies that they’re in the wrong – which is obviously extremely helpful!
So this morning I emailed eonNext back (I was going to phone, but decided it was better to have it all in writing) with my own adaptations of the form letter, and proposing that (as a compromise) they used the money I’d left in the account as a part-payment, and could then sod off for the rest. (I phrased it a bit nicer than that, but that was definitely the implication) Yes, I could’ve said “And I want that credit back as well”, but well, I haven’t had it for nearly a year and a half, so it doesn’t matter.
This afternoon I got a response from eonNext agreeing with me, wiping out the bill, and sending me a confirmation that my bill is now at zero. (I’ve printed both of those documents out, just in case they prove in future to still be fucking useless)
All told, that bit of knowledge/memory and research, and about half-an-hour’s effort (searching for the correct article, checking things out etc.) has saved me a couple of hundred quid. And that’s got to be a success by anyone’s standards.
Vaccinaceous
Posted: Mon 13 December, 2021 Filed under: Covid, Customer Services, Domestic, Health, Milton Keynes Leave a comment »Somewhat fortuitously, I managed to get my Covid booster jab a few weeks ahead of the latest Omicron variant’s appearance, so it was already in full effect by the time Omicron occurred. (That wasn’t through anything like me being organised, of course, just the way timings worked out) At the time it was a nicely organised process – rock up at the time booked, sign in, get the jab, wait fifteen minutes (in case I’m allergic to the jab and die, or something) and then fuck off to get on with the rest of my day.
The week after, I also ended up getting my flu jab. (In my opinion, getting the “you now qualify for a flu jab” message is *definitely* a sign you’re getting old) It’s safe to say that getting that one done was pretty much the polar opposite, and not far short of an absolute clusterfuck.
I’d originally tried booking it through Superdrug, but their entire online presence seems to be “Give us a call to find out”. Utterly, utterly fucking useless.
So eventually I went to Boots where the booking process was long, with big doses of repeated information. (No idea why, but hey ho, got it booked) That bit was OK(ish) though. It was when I got to the shop that things went utterly tits-up.
I got there a couple of minutes early, and no-0ne was in the waiting area. No-one at all. Not even staff. Another couple of people also arrived to get their jabs. Eventually someone turned up, and gave me a paper form to fill in with all my details. Which was a bit of a concern.
It turned out that – in a large town-centre store – the “proper” jab person was on a day off, and no-one knew their password, or could log in to the system and see what bookings were expected. (Nor, as it turned out, mark appointments as completed etc.) So it was all back to paper, and no-one had a single sodding clue about what was happening, who was booked in (or when) and generally shambolic.
The jab process itself was fine, once everything was sorted. And thankfully I’ve experienced no real side-effects from either vaccination.
Mind you, the following day, I got a set of messages and emails from Boots telling me that I’d missed my appointment. I assume it’s also not gone into my medical record, so I could probably decide to get another one early in the new year, or something. (Not that I would, but still, fucking hell)
Anyway, it’s all done now, and so far as I’m concerned, if one of these viruses is going to get me, they’re going to have to work bloody hard to do so.
Re-Identified
Posted: Mon 25 October, 2021 Filed under: Customer Services, Domestic, Getting Old(er), Getting Organised, Technology, Thoughts, Travel Leave a comment »For some reason, this year has involved renewing both of my primary forms of ID – a few months ago it was the passport that got done, and I’ve now had to do the driving licence as well.
In fairness, both processes have been pretty painless, and made much easier through technology – the passport had some issues with uploading a new photo (because I wear glasses, and photos without a reflection on the lenses is *difficult*) but it’s all involved a lot less hassle than one would expect.
The driving licence also pulls through the photo from the passport process (although the reverse doesn’t apply, weirdly) but it needed a lot more linked information than I expected – for example, why does my driving licence renewal require me to know/remember my NI Number? I’d already connected it to the passport system/number etc. for verification, so that seems like an unnecessary extra step, really.
Still, it’s all done, the new licence card arrived promptly – and well within the quoted two weeks – and the old one got cut in two and returned.
I now shouldn’t need a renewal on these things for another decade. How time flies, and all that!
MoTivated
Posted: Wed 29 September, 2021 Filed under: Customer Services, Domestic, Driving, MK Kia, Thoughts 1 Comment »Today, the car got its annual service, and also passed its MoT for this year. All told, a much better process than last year – and, of course, a lot cheaper!
I did take it back to the same dealership to get things done, and they’re still as shambolic as ever, insisting on filling every slot in the workshop, rather than leaving anything free for people who need work (for example, if the car had failed the MoT today, they’d have had to book me in for work to be done, rather than having availability on the day) It’s a farcical situation – and similar to the bullshit system my GP is currently operating – and takes no account of things failing, or accidents happening. Deeply annoying, to say the least.
The thing is, despite me raising it every time I deal with them, they just don’t seem to understand that the servicing side of the business is just as much of a sales tool as any of the people on the shop floor (most of whom seem to spend their days just farting around, but that’s beside the point) The company – in this case, Kia – make a huge thing of their reliability, of their seven-year guarantee (so long as people follow the service routine, of course) which is great. But when I’m faced with a constant “Oh no, we can’t do [the work] on [that date], you’ll have to book something else” attitude, why on Earth would I buy a car that ties me in to that even more?
It’s something that would be so simple to fix – and something I’ve been told that they’ll try, but I’ve been being told that for three years now – but there just seems to be no real inclination to do it.
Still, my little car is doing OK, and as and when it does die, I just won’t get another Kia. Their loss long-term, not mine.
Non-Emergency
Posted: Mon 20 September, 2021 Filed under: Customer Services, Domestic, Getting Old(er), Health, Introspective, Milton Keynes, Thoughts Leave a comment »Back in early 2021, I did something stupid to my knee – still no idea what – which I didn’t take overly seriously. It was sore enough that I did use a knee brace – particularly overnight – but it didn’t incapacitate me or anything.
Anyway, it turns out that the brace is quite possibly the worst thing I could’ve done, as it allowed things to heal incorrectly and so on.
The knee still plays up – but it’s intermittent. When I first stand or move, it’s sore as fuck, but then it eases off. I’m still fully capable of walking miles on it, but it’ll hurt significantly the next day, or if I then stop and leave it in one position for a long time (for example, driving home from wherever) Having talked to others with a similar thing, and doing some research, I think what I managed to do was a meniscal tear – basically ripping some of the meniscal membranes in my knee. Ooops.
Honestly, it’s pretty certain now that there’s not going to be much I can do to improve it. It’s as healed as it’ll get. But I’d like to get a proper diagnosis of it, in case I’m wrong – I’m only basing this so far on personal experience (of my own damage, and the stories of others) and Dr. Google/Wikipedia, so it’s quite possible that I could be wrong.
However, getting that diagnosis is proving problematic. It’s not an urgent thing by any chalk, but that’s an issue. My GP surgery are still only taking bookings on the actual day, so it’s a free-for-all of calling in at 8:30 in the morning in order to get a slot that day. And honestly, I feel guilty at that point about trying to get a slot that could be better used by someone with, you know, something actually important/urgent.
It really is a massively fuckwitted plan. I don’t understand why they can’t do it so that at least one of the GPs in the practice is doing non-urgent bookings for even one day a week. (Or balance the load and have a rota of who does a non-urgent day, or even week as a break from the urgent daily shit)
As it is, in this case I don’t honestly know that the GP would even be the best thing – all they’re likely to do is say “Oh, that’ll need an X-Ray/MRI” and refer it to the local(ish) hospital anyway. So maybe it’d be better to go direct to what used to be the “Minor Injuries” clinic, so I can get a scan straight away. But “Minor Injuries” is now somehow “Urgent Care” (which is somehow different to “Accident and Emergency”) and that has the same effect on me – it’s non-urgent, and there are people way more in need of treatment than I am.
I’ll get round to it in the end, I’m sure. But in the meantime it’s a situation that is utter, utter bollocks.
Renewals
Posted: Fri 7 May, 2021 Filed under: Customer Services, Domestic, Getting Organised, Travel 3 Comments »As it turns out, this year it’s time to do a couple of renewals – both my Passport and Driving Licence will need replacing in the next couple of months.
The passport renewal was first, and came back earlier this week (and the old passport arrived today). It’s been fairly painless, all things considered (I’d rather have had a nice red EU one, but there we go)
Doing it all online, I also used my own phone to provide the photo, which was the only bit that was a hassle. It took several goes, including a rejected one, basically because of wearing glasses. Any reflection in them causes the processing to fail – and even the one that finally got accepted was rated as “Poor” in the upload tool. (Impressive, for a 12MP camera)
So it’s been a faff, but it’s also been painless, and generally quite efficient. I also set it up for text-message updates as it went through the process, which kept things informed.
Amusingly (and just to prove that they’re not really all that efficient) having received everything back, I also got a text message telling me that I could renew my passport easily by doing it all online…
Excessive Renewal
Posted: Thu 25 February, 2021 Filed under: Customer Services, Domestic, Finances, Insurance, Lockdown, Travel Leave a comment »This time last year, I was planning on going to a friend’s wedding over in Madeira, and bought some travel insurance along the way.
Obviously it didn’t work out, because of Covid and the like, and the insurance didn’t get used for any other trips, for similar reasons. Thankfully, I’d had a good deal on it, so wasn’t too upset. Them’s the breaks, and all that.
This week, I got the renewal letter from the company, telling me what I’d pay this year.
Now OK, there’s been a lot going on in the world this year, and I assume insurance has taken a kicking (although I wouldn’t have thought it was a huge one, in comparison to travel companies, credit cards and the like) but still, the increase from last year to this is a 50% rise. And bear in mind, there’s no way I’d be using it ’til at least May/June, so it would cost me more to able to use it for less time.
Needless to say, they’ve been told to fuck off. I’ll buy travel insurance again as and when I need it – but that’s still not going to be any time soon.
Return of Warmth
Posted: Tue 5 January, 2021 Filed under: Car Repairs, Customer Services, Domestic, Driving, Getting Organised, MK Kia, Thoughts Leave a comment »Following on from the post about the car’s heating system having packed up, I finally got it sorted just before Christmas.
As usual my dealership was a clusterfuck from start to finish – although there appears to be some light at the end of the tunnel on that one.
Initially, I asked them to have a look at what was wrong when I took it to get the brakes fixed. They ‘checked everything they could’ and couldn’t find a problem, but the heater pack is behind the centre console, and they hadn’t allocated the time to do that, so it had to come in again.
That happened on the 21st, at which point they told me it was “only a diagnostic visit – we’re just finding out what’s going wrong“, which was what I’d suspected might be the case, but regardless, my sense of humour started to fail. Because obviously that would mean a third visit for the same problem, which is just fucking ridiculous.
As it turned out, the problem wasn’t with the heating system itself, but with a cracked/fucked radiator that was leaking at a good pace. (The mechanic actually brought me through to the garage to show me) Apparently it was only doing so once the system became pressurised (about 10-15 mins into a drive), but still, fairly serious. And because the leak meant it was losing pressure, the heating system wasn’t working. So we needed to get that sorted.
Then they told me it couldn’t be done ’til December 31st, and my sense of humour utterly failed. I wasn’t nasty, but I was quite obviously pissed off that they were happy to send me home (a not insignificant distance) with a close-to-broken car, and leave it that way for ten days.
Fortunately, at that point the light at the tunnel switched on, and one of their people (a sales manager) suggested to the reception that they move some stuff around, so that they could deal with my car the next day. Not ideal, but far better than waiting ten days. Even better, he’d come and collect it from my house, get the work done, and bring it back. (Which also meant it would be their problem if it went pop on the way there)
And that’s what happened. I filled the rad with water before he arrived, to make sure it was as good as possible. The car got collected, fixed, and returned. (They fucked up the costs too, but that’s another story) And since then, it’s all been OK, so it does appear that the problem’s been fixed.
Once he brought it back, we had a chat about how the service department had really let down the sales side on this – when it went in for a pre-MoT service, they noted that it was virtually empty of coolant, but never looked at why; they missed the leaking rad in the MoT itself; when the brakes were being replaced and they were ‘looking at everything’, they didn’t notice the rad pissing water everywhere; and the ‘diagnostic visit and then return to get it fixed’ was bullshit.
As it turned out, they’ve listened to my previous complaints about these practices, and that sales manager is now in charge of the service department, and has been tasked with making it run better, with a more customer-focused attitude. It’ll be a challenge, but it was good for him to have been able to see exactly why he was needed, and what the problems are with the current set up.
I hope it works – they’re at least aware of the problem, and trying to fix it – but only time will tell.
Exchange of Power
Posted: Sun 3 January, 2021 Filed under: Customer Services, Domestic, Getting Organised, Green, nPower, Utilities Leave a comment »Over the years I’ve been here, one thing I’ve truly slacked off on is my electricity/gas supplier.
Some of that has been due to my landlord initially asking me to not change things on that score – fair enough, I guess – and just transferred the energy account name from the previous tenant to mine. Not necessarily ideal, but there we go. And so, because of that, and it being something I just wasn’t overly faffed about, I’ve stayed with that supplier.
Anyway, that supplier was nPower, and while they’ve been a sack of shit throughout my time here, they’ve at least been a reliable sack of shit.
However. Back in the first week of December, I logged in to the nPower website to send in a meter reading, and got a redirect page, saying “We’ve transferred your account to E.On“. Which is… shit. It’s been done with no communication, no warning, nothing.
The following week, I got a confirmation from E.On that my account had been transferred over, and containing some basic information. Although there was nothing in it about what they’d be charging, or for how long, or… well… anything else, really.
So the key part of the email for me was this…
If you want to switch supplier within 30 days of your account moving to E.ON Next, we won’t charge any fixed tariff exit fees, but we’d love you to stick around and get to know us.
So that’s what I’ve done. Over New Year I sorted out a second transfer, moving over to Octopus Energy (which has a fixed-term contract, but no exit fees)
Amusingly, E.On then emailed as part of the process, and asked “let us know why you’re moving”. Which I did, in no uncertain terms. (Nothing rude or sweary, but a fairly constructive ‘With that attitude, why would I want to stay?!?’ message)
The response from their representative today just went to show that moving on was absolutely the right decision…
I appreciate you providing us with your feedback this will be forwarded to the appropriate department for future assessment.
The migration process is an automated process, which unfortunately we have no control over.
Wish you all the best with your new provider.
A pretty convincing version of “Yeah, we don’t care, just piss off”
It’ll be interesting to see how the switch goes, and how things work out with Octopus…
New Brakes
Posted: Mon 14 December, 2020 Filed under: Customer Services, Domestic, Driving, MK Kia Leave a comment »Back in October when my car took its MoT, it came with a warning about needing new brake discs. Not urgent – it was a warning, not a failure – but still, it needed doing.
I was aware that, while still well within limits, they weren’t as good as they could be, so today I got the discs and pads replaced.
The difference is…. noticeable. I’m having to be a bit more careful with slowing down, because it’s all back to brand-new, and I was definitely used to the flawed and worn items.
I’m glad it’s sorted – it makes a big difference to things, and it’s something that’s not playing on my head any more, which is always a good thing.
Car Costs
Posted: Mon 12 October, 2020 Filed under: Business, Car Repairs, Customer Services, Domestic, Driving, Getting Organised, MK Kia 2 Comments »Last week was an expensive one (and disappointing in some ways) with regards to the car.
Firstly, on Wednesday morning it failed the MoT test – three of the four linkages on the anti-roll bars were “excessively worn” (read “fucked”) and needed replacing. Slightly annoying/disappointing, but not unexpected at 160,000 miles. (And one of the linkages had a warning last year)
What was more annoying/disappointing was the attitude of the garage about it all, who told me they had no availability until a week on Friday (i.e. October 16th) in order to do the work. And that’s just shit.
The problem is that with the “new” MoT (it’s been around for a couple of years now, so ‘new’ is a bit of a misnomer) if the car fails, it’s not really supposed to be driven at all. With the time duration, I was OK to drive it home but then wasn’t supposed to use it again ’til it’s time to be repaired. And being stuck at home like that for ten days is not my idea of fun.
Fortunately, I had a way round it – albeit a potentially expensive one. Hire a car to use while mine was unavailable – and then it occurred to me that there’s a KwikFit on the same site, so I gave them a call as well, and organised it for them to look at my car and do whatever was necessary. Because it was later in the day, they said it might take time to order the parts, so it might not be done ’til Saturday (still a week earlier than the original garage could do) but that was fine. And of course it also meant I could legally get to the car-hire place!
So that’s what happened. Over to KwikFit, drop off the car and paperwork, collect the hire car, and home. All fairly easy, and a better alternative than being stuck at home, or facing any legal issues.
The next day, KwikFit gave me a call, confirmed the work, told me what it would cost, and it was all fine. So they said I could collect it Friday morning, including having re-taken the MoT test.
So all told, it could’ve been a lot worse.
The original garage have pissed me off though – I’ve had this issue before with their other dealership, and it’s frustrating. I’m happy that they’re busy, and I know there’s less availability because of social distancing and so on. All the same, if it were my business, I’d keep at least one workshop slot per day open for same-day and urgent repairs. That way these sort of things wouldn’t be a problem – and they’d show some customer service by being able to go “Oh, yeah, we can juggle this, we’ll do it today (or tomorrow at a push)“. Which would also mean the money from said work went into their account, not that of one of their competitors.
I get that they want to keep busy and maximise things, but the simple fact is that it’s cost them money – both in not having the money for the work and replacements I needed, but also in the likelihood of me going back there for any future work. Which is what makes it so sad and short-sighted.
Anyway, from my side it’s all fine, and the car’s taxed, MoTed and fully insured again.
New Glasses
Posted: Mon 3 August, 2020 Filed under: Customer Services, Domestic, Getting Organised 3 Comments »As I said in an earlier post, I now have new glasses again. I had been due to get my eyes checked back in March, but as I was getting to the time when it was due, of course Coronavirus did its thing, and we all got locked down.
I’d known that my eyes had changed, that things weren’t as clear as they had been. It wasn’t anything major, but definitely something that needed to be sorted.
So when I finally got an email from Specsavers saying “You can book again for an eye test“, that’s what I did. The process was a pig – I haven’t seen browser-specific stuff in a long while, but it took a change of browser before things got sorted. But it got sorted, I got booked in, and on we go.
The actual eye test was smooth as usual – although there were fewer people in the store at any time, no drop-ins, and everyone wearing PPE – but it all went fine. Somehow my left eye had improved, and my right had got worse. I’ve no idea how that’s possible or makes any sense at all, but there we go. Anyway, I chose the frames I wanted, paid a metric sod-load (even with one set of frames being free, the lenses I need are still cocking expensive) and waited two weeks.
The collection of them was the only thing that was a pain – because of current situation, they weren’t doing the usual proper fitting appointment, so collection was “we’ve adjusted them to how we think they’ll work for you” and off you go.
Safe to say, those adjustments weren’t right for me. For whatever reason, the initial fittings never do – I assume my head/face just doesn’t fit in with the standard fitting algorithms and so on – so I made an appointment to go back and get them redone. That also didn’t work, so I called them back again and pushed for a proper “no, we need to re-measure this” appointment, got that, and got it all sorted.
All told, it took a couple of weeks longer than usual (just because each re-fitting took a week to organise – they’re ridiculously busy, with the reduced number of customers allowed in at any time) but I’m now happy with the new glasses. Hopefully it’ll be another couple of years before I need to get anything else sorted!
Lockdown – Blinds
Posted: Thu 14 May, 2020 Filed under: Customer Services, Domestic, Getting Organised, House Work, Lockdown, Thoughts 1 Comment »A while ago, I ordered a vertical blind from Tuiss (Edited on 23/05 : who now sell as Blinds2Go – sorry, forgot to add this before) to replace the shitty curtain in the front room, and got it fitted. I’ve been really pleased with it since, and it’s generally handled life pretty well.
However, two heavy-footed felines stomping in and out of it had meant that some of the clips to hold it all together (plastic chain with connectors onto each slat of the blind) had snapped, so it was beginning to look a bit ropy. (Additionally, the fabric I chose is slightly rough, so grabs cat fur like an absolute bastard, but that’s a different issue)
Anyway, the number of snapped connectors was getting close to outnumbering the ones still intact, so I got in touch with Tuiss to find out whether I could get some replacement weights and chains.
As it turns out, when I say it was bought and installed “a while ago”, it turns out I meant “nearly six years ago”. All things considered, that means they’ve lasted pretty well.
Tuiss found my order, and we discussed what bits I needed – and at each point I was clear and said I was happy to pay for the pieces, it seemed only fair after six years. But they’ve kept on insisting that they’ll just send them out – and they’ve done so.
The bits arrived yesterday, and are now all in place on the blind. I’m really pleased with it, and impressed with Tuiss. Depending on how things go, if I decide to replace the blind then I’ll go back to them and do so, and see what they’ll charge me for a replacement blind without needing the infrastructure (the actual holding frame/mechanism and so on)
Reinsuring
Posted: Wed 25 September, 2019 Filed under: Advertising, Brands, Change, Customer Services, Cynicism, Domestic, Driving, Finances, I Don't Understand, Insurance, People, Weirdness Leave a comment »The world of Car Insurance is very, very strange. I truly don’t understand how it all works.
My car insurance is due for renewal in October, so I recently received the renewal gubbins from my current insurer. They’ve put my insurance up by £60 for the year. Bear in mind, I’ve not even spoken to them all year, let alone made a claim, and I’ve now got another year’s no claims discount as well. And yet it’s gone up.
So I shopped around, doing the usual comparison website thing (Meerkats rather than opera singers) and got one that’s actually £120 cheaper than what I was being offered by the current insurer – and with slightly better cover.
Brilliant, I’ll sign up and do that. Job done. And this is where it all gets weird(er)
My new insurer is actually one I used a couple of years ago. So when I log in to their ‘self-service portal’ to see my new policy, all I can see is the details of the old one. Fuck sake. (It looks like the policy is actually tied to a combination of my username and password – so I can change password, and now view the new details instead – but I didn’t know that at the time)
So first things first, I call my current insurer to tell them I won’t be renewing with them. It’s the usual automatic phone gubbins, and gives the name of the insurance provider – let’s call them ABC Insurers, for the sake of argument. I give the correct information, go through, tell them I won’t be renewing, explain why, and it’s as easy as that.
Then I call the new insurers. Who are also using ABC Insurers. So I go through the correct information for the new insurance, get things sorted, get the documents emailed to me, and it’s as easy as that.
But it’s weird – I’ve used two different companies (well, two different front-ends) and given them the same information (obviously) but one faction is offering me a significantly better deal than both the one I’m on, and the renewal quote from the one I’m on. But they’re both the same company underneath!
How the fuck does that make sense? Offering the same person two completely different prices (and slightly different packages/benefits) Why not allow my current insurer to offer the same price as my new one? It’s all just a bit bizarre.
Anniversal
Posted: Tue 13 August, 2019 Filed under: 2018/19, Bankruptcy, Customer Services, Cynicism, Domestic, Finances, Five Year Plan (now Ten), Getting Organised, Rebuilding, Thoughts 3 Comments »Having gone through the six years of the bankruptcy process (as I’ve written about many times in that period) today marks a year since that process completed. Time flies, and all that rot.
It’s the final real anniversary of any significance though – even though it came off my record a year ago, most of the banks work on a “Six years plus one” basis (fuck only knows why, but that’s their choice) when it comes to ‘full’ current accounts and the like.
So that’s where we are now – the full “six years plus one” is complete.
It shouldn’t affect things much – it would be nice to have a ‘full’ account with overdraft facility and so on , but only because that’s another thing that is good to have. I’ve done fine over the last seven years with no overdraft and never needing one, and I don’t see any reason why that would change now.
However, it does mean I’ll almost certainly move away from my current bank’s offering, purely because they were lying dicks about it all the way through the process. Once I’d gone through the first year where I was officially bankrupt, I was fine to have a basic current account. When I got it, I was totally honest with the bank, and they said I could try to apply for an upgrade to a ‘full’ current account on a regular basis (every six months or so) and see how I did.
It was only after three years that anyone mentioned that they wouldn’t give me an account until the “six years plus one” – ‘but it’s not that we have a policy, sir, it’s just that’s how it works, we won’t do it before then‘ – and so had basically lied and wasted my time for all those reviews. That did cost them money in the end – a complaint went all the way to the Financial Ombudsman, who found in my favour. (The rule in this case is keep a record of all paperwork and appointments, so you can show a history of wasted time, and stuff that you wouldn’t have done if they’d been honest and said to not bother for seven years!)
So yes, I’ll probably change banks for the current account – I’m not yet sure who to, but we’ll see what happens.
But the most important thing really is that now, seven years on, there’s nothing else keeping me back.
Wallets
Posted: Sun 14 July, 2019 Filed under: Advertising, Customer Services, Domestic, Thoughts 1 Comment »Back in October, based on a recommendation (and a liking of the style) I bought a new wallet from Rains. Not the cheapest of things, but also not world-shatteringly expensive, I liked the (slightly weird) sort-of-rubberised material it’s made from, and that it wasn’t leather.
Over the last three or four years I’ve swapped wallets a few times, trying out new things and designs, most of which haven’t really worked out for how I do things.So far though, the Rains one has suited me pretty well.
However, last week I realised that the rubber holding strap was breaking – along the line of the cut-in company name, which wasn’t really a surprise. But for a not-cheap wallet, I would still have expected it to last better than that. So I emailed Rains to say about this problem, and attached a photo of the problem. I could’ve lived with it – once it finally snaps I could cut the strap off completely, and it wouldn’t affect the actual functionality at all – but still, might as well let them know.
Within the day they’d come back to me, offering a replacement or refund – and either way, to not worry about returning the faulty one. I chose a replacement, which was sent out the same day, and arrived (from the Netherlands) a couple of days later.
I’ve again offered to return the faulty one (I figure they could at least see what’d gone wrong – but maybe it’s more of a common thing, I don’t know) but they’ve insisted on me keeping that as well, so fair enough.
All told though, I’ve been really impressed with Rains and how they’ve done things. There’ve been no questions or quibbles at all, just a simple smooth process that really stands out from most places. It shouldn’t stand out just for that (ideally this should be just how things are done) but it definitely does.
Disconnecting
Posted: Fri 12 July, 2019 Filed under: Bankruptcy, Customer Services, Cynicism, Domestic, Finances, Getting Organised, Rebuilding 1 Comment »As part of the whole bankruptcy process (now well and truly complete, of course) I’ve been using a couple of free services to keep track of my credit score. It’s been useful to know what’s going on, and where things stand.
I primarily use ClearScore (who use data from Equifax) and CreditKarma – who used to be Noddle – and use data from Transunion (which used to be Legatio)
Part of the reports from both of those (and from Experian, whose ‘free’ service is an absolute dumpster fire, and absolutely refuses to allow me to view my own data) involves past addresses, and people with whom one has had a credit connection – things like a shared mortgage, or whatever.
Looking through the CreditKarma stuff in particular, I noticed that they still have a record of my old addresses going right back to Bracknell – bearing in mind, I moved there back in early 2005… It also still had me linked to Herself for the mortgage we had back on the Norfolk place (which must’ve been 2007/8, if not earlier)
So, I asked them about why this stuff was still on there – bearing in mind, credit stuff is supposed to stay on one’s record for six years and then go – and got a response back that was… less than encouraging. (Note, I’m going to edit some of this so it’s comprehensible without being comprehensive)
There are several reasons why TransUnion UK hold historic address information [including] something called asset reunification, which is when TransUnion UK helps clients trace the holders of lost or forgotten financial accounts, such as pensions or bank accounts. So, if you have an account associated with an old address that you don’t know about, financial institutions will be able to find you.
Another reason [we hold] old historic address information is to help organisations trace individuals who have moved without telling their creditors where their new home is (this is known as debt tracing).
For now, let me confirm that TransUnion UK holds address information indefinitely. However, they are reviewing their policy to see if a fixed upper limit can be set on how long they will keep address data for.
The “Indefinite holding” of that data is definitely a no-no. So far as I know, it’s still the case that if a company doesn’t get in touch with a debtor at all for six years, that debt is no longer viable, and is effectively written off. So historic data could be stored for (I’ll be charitable) seven years, and then get erased. I’d be OK (ish) with that, at least.
But this is information going back more than twice that time. I’ve now filed requests to lose all of that data – I’ve now been at this one address for longer than the six years usually required – and also to take away the connection to Herself. (I can’t imagine she’d be overly happy to still have that connection either) We’ll see what happens on those things.
I’m also going to refer this to the Information Commissioner, because I’m pretty sure they’ll be interested in anyone who claims to be storing personal data indefinitely…
Weirdly Consistent
Posted: Fri 14 December, 2018 Filed under: Cinema, Customer Services, Domestic, Films, Geeky, Single Life, Thoughts, Weirdness Leave a comment »When I moved here six-and-a-half years ago (and yes, that does still freak me out) I got a Cineworld Unlimited card, so I could see as many films as I wanted to. It’s a decent deal, less than £20 a month, so as long as you see more than one film per month, it’s paid for itself.
Because I’m a geek, I also started listing what I’d seen, with a separate sheet per year.
And it seems like I’m really quite consistent in how many films I see each year – not through any plan or schedule, it’s just the way it’s worked out.
The totals are
- 2012 – 26 films (although that’s in under six months, as I didn’t get the card ’til July/August)
- 2013 – 61 films
- 2014 – 64 films
- 2015 – 64 films
- 2016 – 54 films
- 2017 – 66 films
And so far this year I’m on… 62, with a couple of weeks to go.
Each year I think I’ll up my quality control a bit and see fewer films (when you’re not paying anything to see them, it’s remarkably easy to just say “Yeah, fuck it, I’ll give that a go”) And yet it all ends up being much of a muchness.
It’s odd, but I’m not going to complain. At least I know I’m getting value for money out of my Unlimited card. (It’s an outlay per year of £215 all told – so each film is costing me an average of £3.30, which is one fuck of a lot cheaper than the £10-ish for a single ticket!)
Upgraded
Posted: Mon 3 December, 2018 Filed under: Advertising, BT, Customer Services, Domestic, Geeky, Milton Keynes, Technology, Utilities 4 Comments »Last week, I upgraded my internet connection to an “Ultrafast” one – known by BT / Openreach as G.Fast. Apparently they’re slowing down the roll-out of this in favour of full FTTP (Fibre To The Premises) roll-out, but for now it’s the best speed I can get.
G.Fast offers a guaranteed 100Mbps download – and I’ll get compensation if it dips below that – which is amusingly ridiculous. When I moved here six-and-a-bit years ago, I was only just able to get ADSL and a 2Mbps connection. It was painfully slow, although it did enough for the necessary at the time. When FTTC (Fibre To The Cabinet) came here, I got it, and went from 2Mbps to 75 overnight. At that point I could do streaming TV and so on with no problem at all. And now I’ve doubled even that. Truly insane.
I wasn’t actually aware that this tech had been installed in my area, but BT sent me a promotional mail about it at the start of November, and I’d dragged my feet on it a bit. But then I got a “Black Friday” promotional letter about it as well, where I could also get it installed for free, for an extra £1 a month on what I pay already. Well OK then.
(As an aside, it’s the only “Black Friday” deal I bothered with at all – and only because it saved me money on a product I was actually interested in)
The engineer came round on Friday to do the installation – it needs some changes at the cabinet, and as it’s still new stuff, they’re doing it with engineers rather than self-install. This had a happy side-effect, in that he also appears to have finally fixed the line problem that’s been plaguing me for more years than I care to mention. (And has cost me the price of an engineer visit on one visit out of the five, because they worded the ‘fix’ badly, but that’s a dead issue now)
Ever since I moved in, the line has been dodgy on occasion, and it’s just got worse over time. The broadband connection has been fine in general – unless I have to make or receive a phone call. At that point the crackles on the line were enough to knock out the broadband connection. BT insisted this wasn’t possible, and that all the options I suggested were Just Wrong. (Because obviously I don’t work for them, so what could I possibly know?) In that time, I’ve had five master sockets, and swapped from ADSL to FTTC for broadband, so I knew it was nothing in the house. It was always either going to be a fault in the line (“Oh no, sir, that’s not possible, more people would be complaining if that were the case”) or in the cabinet itself (also apparently “impossible”)
Anyway, this time the engineer could hear the problem, and tested to find where the problem was. Surprise surprise, it was in the cabinet. So while he was redoing connections for my new broadband, he had a look round the cab, and the terminators on my line (I dunno) in the cab were “worryingly loose, I could just pull them off, didn’t even need pliers“. When he came back to the house, oooh look, what a surprise, no crackle on the line.
So, I’m now working with a 150Mbps download connection, and a lovely crackle-free phone line. All told, bit of a win.
Labelling
Posted: Fri 5 October, 2018 Filed under: Customer Services, Cynicism, Food, Getting Organised, Health, I Don't Understand, People Leave a comment »This week, I’ve found myself actually shocked by the news stories about Pret a Manger and their labelling – and more relevantly, the whole story about the death of Natasha Ednan-Laperouse, who suffered an allergic reaction to unlabelled sesame in a Pret sandwich.
The inquest into Natasha’s death was this week – she died two years ago – which is why it’s been in the news this week.
It turns out that the UK’s Food Regulations 2014 have an exception that allows freshly handmade, non pre-packaged food to not be individually labelled – which is the loophole that allowed Pret to get away with not labelling each sandwich individually. To me, that’s disgraceful. The loophole was (understandably) intended for small sandwich bars etc. to not be constrained by huge amounts of red tape. It’s not intended for large commercial efforts. (Although of course they’ve taken advantage of it)
Even worse, Natasha isn’t even the first person to have died as a result of this mis-labelling or lack of information.
All told though, two things in the whole sorry story left me utterly gobsmacked and despairing of people and corporations.
The first was how badly the staff on the flight handled Natasha’s allergic reaction. The doctor who attended to her wasn’t made aware of all the equipment on the plane, and also that “because Natasha went into cardiac arrest as the plane was landing, it would have been unsafe to retrieve the defibrillator from the back of the plane, where it was stored, while Natasha was being tended to at the front” (that quote is from the Guardian story) I mean really, for fuck’s sake, how robotic and uncaring do you have to be, to go “Nope, I’m not going to get that, we’ve got to be prepared for landing the plane”?
The second thing – and to me, the worst – is the timescales involved. Pret a Manger knew about this issue when Natasha died. Two years ago. Yet it’s only now, once the coroner has finished the inquest, that they say “We’ll look at changing our labels“. That’s two years where they’ve known about the problem, and have done nothing. I wonder what the reaction would/will be if someone else turns out to have died for the same reason within that time.
I assume there’s been some corporate legal bullshit going on that says that if they changed the labels before the inquest, they’d be acknowledging they were liable, or some such. Thing is, they were – and are – liable. If the labels had been in place, she wouldn’t have taken that sandwich, and wouldn’t have died. How on earth can that be anything other than being responsible for her death?
An Unholy Clusterfuck
Posted: Fri 31 August, 2018 Filed under: Central Bedfordshire Council, Commuting, Cynicism, Domestic, Driving, M1, Thoughts, Travel, Weirdness Leave a comment »It seems at the moment like there’s a massive conspiracy going on that makes access from my area to Milton Keynes into an absolute nightmare.
Last month, the Highways Agency started work on the M1 from J13 to 16, installing “smart motorways” stuff, and shoving in a dirty long 50mph speed limit, enforced by average speed cameras. (And there’ll be a post on those some other time) That work is going on ’til March 2022.
Next month, Bedfordshire and Milton Keynes councils are starting the second phase of their joint project to make the A421 dual-carriageway between J13 of the M1 and Milton Keynes. That’s going to have a 40mph limit on it, and will be in place ’til the end of 2020.
So for the next 18 months minimum, the two primary routes into Milton Keynes will be speed-limited and being worked on at the same time.
And then just to top things off, one half of the other primary route (on the other side of Milton Keynes) is undergoing resurfacing work for the next couple of months – which means that my only other primary route is going to be handling all the traffic that should be on that one.
Like I said, it’s all just seeming like either a sinister plot, or a massive organisational clusterfuck. Both of which have the same results, when all’s said and done.
Turbo Near-Miss
Posted: Wed 22 August, 2018 Filed under: Car Repairs, Customer Services, Cynicism, Domestic, Driving, Finances, Getting Organised, M1, Travel 3 Comments »While driving down to London yesterday (of which more in another post) my car started to make an odd noise. Primarily a whining noise when under acceleration, and generally not all that well.
I called my usual garage, told them what was happening, and got told “Oh, first time we can look at it will be September 3rd”. (The usual “fob off the customer” approach that they’ve excelled at so many times) So instead I contacted the other dealership in the area – part of the same group, but run as a separate entity – and the person there made noises of “Oooh, that’s not good”, and asked if I could bring it in the next day (today)
I did so, and as I’d suspected, the turbo is on its way out. Bollocks.
So the car’s booked in for the work – not cheap, but less than getting a replacement vehicle – and I’ve got a replacement vehicle while they do it.
So far, the new dealership looks really promising – the service department have been great so far, and the deal I’ve got from them has been positive. It may be that they turn out to be shite – but if not, I’ve got other options.
It’s surprising to see the difference between the two dealerships – the previous/main one (as I’ve mentioned before) consists of a patronising bunch of fuckknuckles. They seem so complacent about everything, and their idea of customer service appears to be to make the customer feel like a fuckwit.
What they’ve never understood – and the new place appears to – is that the service department is just as much of a sales tool as the actual cars in the showroom. If I’m being treated like crap by the service department with the current vehicle, what on earth would make me buy another car of the same make, and lock myself into further years of being treated like crap?
That’s what the new one seems to understand – that this is the way to keep people coming back. It’s what the Saab garage I used with the previous car understood – and so did the Ford one before that.
We’ll see what happens now, and how things go after the repair. I’m hoping that this time won’t have the same knock-on after-effects that it did when the same thing happened on the Saab. (Although this time it’ll also help that the turbo was just on the way out, rather than having gone pop when travelling at speed, as the Saab one did!)
Friends and Family
Posted: Mon 20 August, 2018 Filed under: Customer Services, Cynicism, Domestic, Health, Thoughts 4 Comments »A couple of weeks ago, I wrote about the dumb-ass “Would you recommend this hospital to your friends and family” survey that I received. Between here and Facebook, I received a number of comments from friends saying “Yeah, we keep getting those as well”.
So I complained to the hospital about it, and how stupid it was as a question, and how ill-thought-out it was.
Turns out, this question is that this is the “Friends and Family Test“, which is the NHS’ major/primary metric on what people think of their hospital visit.
According to the NHS, it’s “an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience. Listening to the views of patients and staff helps identify what is working well, what can be improved and how.“
Of course, that’s still garbage, because the question has absolutely nothing to do with what can be improved, or how the actual visit/appointment was. So it’s all a bit pointless.
So it’s worth knowing that if you are someone who gets a lot of these surveys, you can talk to the PALS department of your hospital and get taken off the survey list.
And finally, if you think it’s a dumb-ass question and a pointless survey, it’s worth registering a complaint with the hospital about the survey. The only way they’re going to learn it’s shit is if enough people keep telling them it’s shit.
Satisfaction
Posted: Wed 8 August, 2018 Filed under: Customer Services, Cynicism, Domestic, Getting Organised, Health, Thoughts, Weirdness 5 Comments »Yesterday, I had a (non-urgent, outpatients) appointment at my local hospital. All went well, and I’ll be returning occasionally over the next few months. Which is all as expected.
What was less expected was a text message today from the hospital, containing a “Patient Satisfaction” survey.
The first question? “Would you recommend this hospital to your friends and family?“, and a set of five options for the likelihood of doing such a thing.
Now, I don’t know about you, but I really don’t recommend that my friends or family visit a hospital. Certainly when none of them are even in that hospital’s catchment area.
What kind of cretin comes up with this shit? Even more relevantly, what kind of cretin approves this shit?
And if I’d been – for example – visiting the Oncology department (I wasn’t) for treatment, I wonder if I would have received the same survey?
Calling 101
Posted: Thu 19 July, 2018 Filed under: 1BEM, Commuting, Customer Services, Cynicism, Domestic, Driving, Milton Keynes, Thoughts Leave a comment »Every so often, I decide to play the role of “responsible human being”. Today, it turned out, was one of those days.
When I got in to work, I could see that three cars in the vicinity had been broken into (or at least had their windows smashed) so opted to do the ‘responsible human’ thing, and called 101 – the UK Police’s non-emergency number. No point in doing an emergency 999, as no-one else was visible, and the damages could’ve happened any time overnight.
So 101 it was. And while I get that it’s for non-urgent stuff and so on, but man alive, what an absolute faff.
The call goes through, and starts off with “Which police force do you require?”. (Probably because I called on my mobile – calling from a landline would’ve localised things. I assume) That’s fine, if you know who you need to speak to. But if I hadn’t known that Milton Keynes is covered by Thames Valley Police, I’d have been knackered from stage one.
Then we go on to a recorded message from the chief of Thames Valley. Why? No idea. I assume it’s part of the script of 101 – I’ve heard similar on other calls to different forces – but it seems (to me) to be utterly pointless.
And then we get the voice-response asking what you want to do. If you know the name/number you want to speak to, type it now, or press [whatever] to report a crime.
And then we get some piece of crap recorded message about victim support.
And finally, finally, when all that’s done, I finally spoke to someone – who was helpful, and made sense. But what a horrific fucking faff in order to do something I didn’t even need to.
All told, it certainly makes it easy to see why people prefer to call 999, even for non-emergency stuff. At least the response to it is quicker, and gets rid of all that recorded bullshit.
Time To Spare
Posted: Wed 13 June, 2018 Filed under: 1BEM, Car Repairs, Customer Services, Cynicism, Domestic, Getting Organised, Time Leave a comment »I’ve written before about my tendency to be horrifically early for things – I like having time to spare, and I’m happy with being where I’m supposed to be, with a book, phone etc., and can happily while away the time.
It also, on occasion, gives me time to sort things out when I’ve sodded them up – which was the case on Sunday.
The car’s air-conditioning has been noticeably weaker this summer, so I’d decided to have it re-gassed, and see if that made a difference. I booked an appointment with Kwik-Fit to get it done on Sunday morning, and turned up (early) to where I thought I had it booked in.
Only… it wasn’t booked in there. Knackers. I couldn’t find the confirmation email (still no idea what happened to that) so ended up having to call their main customer centre to try and find out. Turned out – either through my own stupidity, or some kind of system glitch – that it was actually booked on the other side of town from where I was. Knackers again.
But because I’d been horrendously early, it meant I still had the time to get across to the correct place in time for my appointment – and even had time to spare!
It all worked out fine in the end – but if I’d been punctual for the first one, I’d have been utterly kippered for getting to the proper place on time!
Gone Phishing
Posted: Wed 2 May, 2018 Filed under: Customer Services, Cynicism, Domestic, Geeky, Security, Thoughts Leave a comment »One of the things about being a techie is that I own a fair number of web domains. Some I’ve got for things like ongoing projects, business names I like, and a bundle of other stupid shit. A lot are in the “when I get a chance” state of being – the ideas remain, and haven’t been done by anyone else, but for now they’re kind of drifting.
However, one of the other things I do is have a couple of domains that are purely for use when buying stuff. They’re set to forward everything to my home email account, so it means I can set up anything @ the domain and it’ll do what I want. While it sounds a little bit mental, there’s a very good reason for all this.
For the purposes of explanation, let’s say I own a stupid domain, like myemail.com
So – when I buy something from a new company, I register with them using [company_name]@myemail.com . Any mail there will come to me – it’s a legitimate email address, just not one I’ll ever send an email from. (I can if I need to, but that’s a different point) Everyone’s happy.
The key, though, is that if [company] starts spamming me, I can block that specific address, rather than having to do any kind of weird and fragile message rules etc. It’s easy – I just add [company_name]@myemail.com to the ‘bin everything’ list, and there we go, it’s gone.
What I’ve found recently though is another interesting one – I can easily tell when [company] has been hacked, or lost its mailing list somewhere.
This week, I’ve been getting some *very* clever phishing emails (the ones about ‘just log in, give us your details, and we’ll sort this out’) to one particular address. They’re good enough that if they had come direct to my home email, I might’ve clicked on one by mistake. (I haven’t, but I could have) They’re *that* good. But I can see that they’ve come to [company]@myemail.com , so a) I know they’re shit mails, and b) I know that [company]’s mailing list is being used.
I’ve let [company] know, although there’s not much they can do about it now. But at least maybe they can notify their customers that their details have been leaked/stolen.
All told though, it’s another interesting reason to have that particular domain, and to use it in this way to keep my own information as safe as possible.
You Had One Job
Posted: Mon 30 April, 2018 Filed under: 2017/18, Customer Services, Cynicism, Do More, Domestic, Five Year Plan (now Ten), Getting Organised, Thoughts, Travel 3 Comments »[This follows on from a conversation I was having over the weekend, so I thought I’d write a bit more about it here. You lucky people]
This year so far has in many ways been an exercise in frustration. I’ve felt like I’m keeping on having to fight things all the way, just to get people to do their sodding jobs. It’s incredibly annoying, frustrating, and just leaves me tired and pissed off.
I know I’ve written about this kind of thing before – it seems to be a bit of a theme round here. And it’s not even like I expect miracles – all I want is for people to do their fucking jobs right. That’s not too much to ask, surely?
For example, one of the current bugbears has been a particular travel agent, who is supposed to be organising a break. It’s been in the process now for about six months, with the travel happening next month. I’ve given them a decent length of time and space, and absolutely nothing happened. Indeed, the only time anything started happening was once I got in touch with them about six weeks ago, to find out what was going on. All of a sudden the tickets and so on appeared, along with acknowledgement that they’d dropped the ball, that the initial contact had left the company and there’d been no handover or successor assigned to deal with me.
The problem was that the names on all the bookings – flights, hotel and so on – *all* had spelling mistakes. I’ve raised it with them, and they’re “going to deal with it”. But man alive, this is the job they’re supposed to be good at, that they do all day every day, and they still make mistakes like these? I’m honestly not reassured, and won’t be until I’ve arrived at the destination and know that everything has worked out. Which is hardly a relaxing start to a break, it’s fair to say.
The stuff with the bank, the car insurance people, and the windscreen people have also been fine examples. Along with several others I’m not in the mood to add just yet to the list here.
All I want is for people to do their jobs. Why is that so bloody difficult?
More Sorted
Posted: Sun 29 April, 2018 Filed under: Customer Services, Cynicism, Domestic, Driving, Getting Organised, Thoughts Leave a comment »Following on from last week’s “One of Those weeks” post, things did end up working out OK, I’m pleased to say.
The car windscreen got replaced first thing yesterday morning, and the whole process was pretty painless (once I’d got the appointment organised and so on). The crack itself had definitely grown during the week, so leaving it another two weeks would’ve almost certainly ended up with it being a lot more serious. Considering that I was doing a fair amount of driving through the rest of yesterday, I was much happier to have had it sorted.
The bank issues also got sorted pretty efficiently, once I’d escalated the problem a couple of times. They still can’t explain why the auto-systems didn’t trigger for this – although I’ve heard some interesting bullshit along the way – but at least it’s all sorted, I’ve had the card cancelled and replaced, had some compensation for the hassle and lack of information, and the money was refunded immediately. So I can’t complain too much. I’d rather none of it had happened in the first place, obviously, but at least it’s all handled now. And as a happy side-effect it’s also shown the bank that I’m more on top of things than they are, and that’s now on-the-record.
So all things considered, the week has ended up in a much better place than the one it started in. Yes, it would’ve made life a lot easier if none of it had happened in the first place, but as it had happened, at least it’s done and dusted.
One of Those
Posted: Mon 23 April, 2018 Filed under: Customer Services, Cynicism, Domestic, Getting Organised, Thoughts Leave a comment »Customer-services-wise, it’s been one of those weekends again…
While driving home on Friday evening, the windscreen got hit right on the edge by a stone, and cracked. Obviously the impact speed must’ve been fairly high, and it caught at just the right point, so it’s a fairly significant crack, and one that would almost certainly fail the MOT test (which thankfully is no time soon)
So when I got home I called the car insurance’s glass repair/replace number, and organised getting the windscreen replaced. (A fix isn’t going to be feasible, it’s new windscreen time) That all went ok, until we got to their next available appointment. Which was… May 9th. Yep, three weeks time, to replace a windscreen. Safe to say, not happy. I went back to the insurance company direct, explained why I wasn’t happy with that – I don’t even want to think about what would happen if I were in an accident while the windscreen were damaged. I’m willing to bet that they’d deny the claim, even with having the appointment in place, and the insurance company informed. They’re like that.
Anyway, they gave me a different number to call. Same company, different number, and as soon as I was speaking to them, suddenly a slot came free for a week’s time, rather than three. How amazing.
So it’s lined up to be sorted this coming weekend. I’m still not entirely happy about it, but it’s better than waiting nearly a month (because of other things, the replacement would actually have been another week after the ‘first available’ slot…) for it to be done.
Then today, I looked at my business account online, and there’s a couple of transactions I don’t recognise, and know I haven’t made. I call the bank, get them recorded as fraudulent, get the money back and so on. And that’s all OK.
But. But. The pattern of these transactions was precisely the pattern that’s used in fraudulent transactions. Two small (or smallish) transactions, this time both at the very top of the contactless transaction limit, in very quick succession, with a company I haven’t dealt with before. And then, within twenty-four hours, another large-value transaction, also with a company I haven’t dealt with in a while. That’s the absolute fingerprint for a fraud transaction – the first two check the card’s validity etc., the second is to make sure it hasn’t triggered systems or been registered as stolen, and then they try to profit from it.
As it turns out, in my case the big transaction was a valid one, but that doesn’t change the issue.
So that pattern of three transactions should have triggered every automatic fraud detection system, and put a hold on my card that would’ve then been dealt with during the big transaction. That’s what’s happened before with the same bank, the same account – except they were valid transactions that just happened to be in that order. And no-one can currently tell me why it’s not been triggered this time.
I’m not harmed in either case. I’ve got the money back, I’ll be getting a new card, and everything’s fine. I’ve raised a complaint about it, and I’m pretty sure that absolutely nothing will happen with it.
But yeah, the two things over three days, it all just gets a bit wearing, I could do with not having to deal with it.
Ah well. Fun and games.
Reducing Caller Spam
Posted: Mon 29 January, 2018 Filed under: Advertising, BT, Customer Services, Domestic, Getting Organised, Marketing, Technology, Thoughts, Utilities 4 Comments »When I moved to the current place, I got a new phone number – not surprising, as I was in a new area, and a new (to me) house. As always, I registered that number with TPS and so on, and made sure it was ex-directory. I usually only use landline phones for broadband purposes – although it turns out I also use it here for some calls, as the mobile coverage inside the house is shockingly bad. So I have a phone landline, and a phone connected to it.
Unbeknownst to me, the number I got had obviously been owned by someone else before me, and that person was the type of fucking moron who’d sign up for all kinds of promotions, and ran up all kinds of debts. So right from Day One I was getting a couple of calls a week looking for the previous occupant. (Well, the previous owner of that phone number – it wasn’t a name connected to the house at all) And because they were for a previous person, it turns out that TPS doesn’t really apply. (Which is an interesting, and fucking annoying, loophole)
Even so, I re-registered with TPS, and put a spam-calls block on the line. (Which was absolutely useless, and so came off again) It was only a couple of calls a week, and usually while I was out at work. *shrug*
Over the last two years though, it got worse. The phone’s call log would get filled up in the course of a week, all with “Number Withheld” and “International” numbers, along with the ones who didn’t conceal their numbers, who left messages and blocked up everything else. I used a couple of other number-blocking services, none of which did much good. Hell, if I were cynical I’d say they were the ones who sold the number on and spread it ever further. Not that I’ll ever know for sure, one way or the other.
Late last year, the situation was ridiculous. We’d gone from a couple of calls a week right up to filling the phone’s call log every day. Nothing was working to prevent the calls, and it was just getting stupid.
So I bit the bullet, and changed my phone number. I explained to BT why I was doing it – in the hope that they now blacklist that number completely (although I doubt it, they’ll just have farmed it off on some other unsuspecting sap) – and got a new number allocated to me. Same set-up, it’s ex-d, and registered with TPS.
The big difference though, is that in the three months since I got it changed, I haven’t received a single solitary spam call. My phone call log stays blank (as I said, I don’t use it that often) and it’s lovely.
Sometimes these extreme measures are the ones we need to take. I wish I’d done this one two years ago…
Parking Penalties
Posted: Wed 3 January, 2018 Filed under: Cambridge, Customer Services, Cynicism, Day Trips, Domestic, Driving, Getting Organised, Stupidity, Travel 1 Comment »Way back at the start of November, I went to a restaurant in Cambridge, and parked up in a marked parking area where you either displayed a ticket, or used an online payment app. There was a sign saying “Maximum stay 2 hours“, but nothing about “no return within [x] hours” or anything. I paid using the RingGo app on my phone, and decided that if I exceeded that 2 hour limit, I’d simply buy another ticket via RingGo.
Anyway, the meal took a lot longer than the two hours – but when it came to the time, I started to get another ticket, only to be told “No return within an hour” by the app – the first time it had been mentioned anywhere. (The parking was too far from the restaurant for a “quick dash” to pay cash for a new ticket, as well) Bollocks, thought I.
Once the hour was done, I got another ticket (yes, the meal went on that long) but I was pretty sure I’d have a ticket when I got back to the car.
And I did. I also re-checked the signs, and took a photo of them, to prove there was nothing about the return clause on the signage. Once I got home, I paid the ticket – I couldn’t argue that it had been issued correctly, after all! – and then appealed it, becaue of the lack of information and signage. Despite information on the website saying I could (and indeed should) pay and then appeal, immediately it started throwing problems of “You’ve paid this, so can’t appeal it” and so on.
I ended up getting in touch with Cambridgeshire Parking by email, explaining the situation, that the signage and app made no mention at all of the ‘no return’ clause, including the photos and screenshots. And once it was sent, I waited. And waited.
Two weeks later they came back, saying “It says about no return on the ticket machine. Appeal denied”. And that was pretty much it. Nothing else about how to appeal a decision to an independent review (which, according to the website, should be provided every time an appeal is denied) or anything else. So I wrote back, explaining the situation again, that I’d gone nowhere near a ticket machine – having paid online – so never saw the one place they say the clause is detailed.
Another two weeks, and another “Nope. It says it on the ticket machine. You should’ve checked. Appeal denied” response. (Admittedly I’m paraphrasing – but not by all that much!) And still no information about how to take it to an independent adjudicator.
Eventually though, just before Christmas, I ended up speaking to a manager. My sense of humour had utterly failed, I’d escalated it to a full-on complaint, and got the call.
The entire situation is ridiculous. In order to get the information about the adjudicator, I’d have to get my initial paid fine refunded, let the council go through DVLA to find the vehicle owner, send me a formal notice, then I could appeal it, get denied, and get the information about the adjudicator. Which might take up to three more months. Utterly, utterly farcical. But still, I was prepared to do it – not for the money, but simply for the fact that Cambridgeshire Council seem to think that it’s OK to not provide the information, and then fine drivers who haven’t actually walked to the ticket machine.
Anyway. Common-sense finally kicked in. The fine will be refunded, and they’ve accepted that signage (and app information) needs to be improved. The manager still insisted that “no signage mentions the no return clause, that’s a national thing” and so on, but there’s going to be a review.
The real icing on the cake for that, though, was that after two months of dealing with this, I was back in Cambridge the following day, and parked at a different piece of on-street parking. And lo and behold, on the information for that one, the signs say about the no return clause, and so does the app. Which means it’s definitely about inconsistent information within the council, rather than my being utterly wrong.
And yes, I did re-email the manager to tell them that as well…
Return As Found
Posted: Wed 25 October, 2017 Filed under: Car Repairs, Customer Services, Cynicism, Driving, Getting Organised, Milton Keynes, Thoughts Leave a comment »Earlier this month, I wrote a bit about some of the electrical issues that’ve been niggling on my current car, and something about the hassles I’ve had with the garage along the way.
Today was (hopefully) the final stage of that – the car had a new battery last week, which has helped, but there was still an issue with the starter motor. The garage spent a fair amount of time arguing with Kia (or at least saying they were arguing with Kia) but in the end I got it as a free replacement – so I’m quite happy on that score.
So today was the day for getting that fitted, and I’m vaguely optimistic that this will be the job done. Time will tell, of course, but it’s got some good runs and conditions over the next few weeks, which should help me find out whether we’re finally sorted.
However, both of the most recent visits have obviously required a complete disconnection of the battery (obviously, in the case of the replacement battery!) which has resulted in the car computer being totally reset. I don’t mind that, in general – I try to be realistic about these things. But at the same time, I would have thought that a basic level of customer service would be to at least set the clock and calendar back to the correct settings.
I’m obviously wrong though, and utterly unreasonable. 🙂
All told, the entire thing has left me less than happy with Kia as a whole – even taking into account that replacement starter motor. A lot of this could (indeed, should) have been sorted on the first return visit, and shouldn’t have taken another three visits and a bundle of arguments. My experience as a customer has been woeful, and has currently put me off having another car from Kia, as that would mean keeping on using the same garages.
Anyway, even with that replacement starter, next time the car needs anything doing to it, I’m going to try the other local Kia dealership – it’s the same distance from me, but in the opposite direction – and see if they’re any better. It’ll be interesting to see if they can do better than the current ones…
Technical Dipshittery
Posted: Fri 20 October, 2017 Filed under: Business, Customer Services, Domestic, Geeky, Stupidity, Technology, Weirdness Leave a comment »Yesterday, I got a text message from O2, telling me that they were going to be closing their TuGo app (an app that allows phone calls to be made/received through my wifi connection, when the mobile phone signal is bobbins) at the end of November. It gave some options for enabling better alternatives, including their ‘4G & WiFi Calling’ through a range of phones, so it will no longer need a separate app.
That’s all well and good – and TuGo has always been a bag of shite anyway. So I started to go through the process, as ‘detailed’ by O2 of how to get it all set up on my phone.
Except that once I’d enabled it on my phone (or tried to) it told me I needed to do it via the O2 website, to activate it on my account. Bit of a pain in the arse, but OK, let’s get it done.
Oh.
The page detailed in the message doesn’t actually contain the information necessary. I can see a link explaining how great the 4G and Wifi Calling is, but nothing to activate it.
So, I start up a LiveChat with one of their Tech Gurus, who tell me that it’s still showing I’ve got Tu connected to my account, and that needs to be removed before I can do anything. No worries though, they’ll sort it out. Give it about half an hour, reboot the phone, it’ll be done.
Except it wasn’t.
So I got back in touch with O2, this time by phone instead of LiveChat. Oh dear, oh dear.
I (eventually) got through to another of their Tech Gurus, who again says that Tu is still connected to my account, and that I have to uninstall the TuGo app on my phone in order to get rid of the connection. No idea why the previous tech person said they could do it, that’s not possible, it can only be done from your phone, sir.
So I uninstall the app, in the usual way. Oh no, sir, you haven’t uninstalled it. You’ll need to go back to the app store, reinstall the app so you can uninstall it. (Eh? What?) Yes, you’ll need to reinstall the app – you didn’t uninstall it, “you just deleted the little picture on your phone”. That’s a direct quote. From a Tech “Guru”. Who doesn’t appear to even know the word “icon”.
So. Let’s see how this goes. Phone call goes to speakerphone, so I can go through the process while the “Guru” is still on the call, and telling me what I need to do. I reinstall the app – and in order to get in to it, I have to rebuild the connection and association with my number – because uninstalling the app has got rid of all that information . Which is exactly as it should be.
I rebuild the connection, then go into the app’s Settings and Delete the Account. The Guru says “Oh there we go, I can see you’ve now uninstalled the app”. No, I haven’t, I’ve deleted the account. The app is still installed, I can see it. “No, it’s uninstalled”
All the way through the call, that “Guru” couldn’t tell the difference between “Delete the Account/Connection” and “Uninstall the App”.
It’s resulted in two further interactions with layers of O2 management, telling them the problems, fixing the issues, and generally getting it more sorted.
And all the way through this, all it would have taken was for that “My Device” webpage saying “You’ve still got an active connection to TuGo – you need to remove that before we can progress. Here’s how.” That would’ve fixed everything, and I wouldn’t have needed to speak to O2 at all, let alone a total of four times.
Sometimes I just despair of people, and companies.
Recharging and Vindication
Posted: Mon 9 October, 2017 Filed under: Car Repairs, Customer Services, Cynicism, Domestic, Driving, Getting Organised, Milton Keynes, Single Life, Technology Leave a comment »A couple of weeks back now, I took my car to the local Kia dealership (as it’s a Kia) for its MoT. It had been serviced there a couple of weeks prior, and at that point the dealership hadn’t impressed me for a couple of reasons I won’t go into for now.
It passed the MoT just fine – needed two bulbs replacing, and that was it. But that evening, once I was home, the car wouldn’t start – the battery was completely flat. The only thing different to its usual treatment was the MoT, and the recovery guy who came out to sort things agreed it was likely they’d done something to flatten the bloody thing.
I spoke to the dealership the next day, and they denied all possibility that the problem was down to them. Couldn’t happen, sir. You left here fine (forgetting that it was running when I got in, I hadn’t had to start it) so it can’t be us. Just one of those things. If you really want to check, we’ve got a super-expensive tool for testing batteries properly, you can come in and we’ll do the check.
Which I did. Went in, and this super-tool said “Battery 100% OK”. Fair enough, it might be one of those things, I suppose. They were quite patronising about it all, and again insisted it couldn’t be anything to do with them. The only other way to find anything (“sir”) would be to drop it in for a couple of days, let it wait around and we’ll see if it drains, or what might be wrong.
However, the problems went on. It’s never completely flattened on me again, but I’ve been more aware of the delays on starting, and I’ve given it some bigger runs just to ensure the battery is as topped as possible.
So last week, knowing I’d got a hire car for a day-trip to Leeds (of which more in another post) I also booked it in to the dealership again for today, so they could have it a couple of days and find out what the problem is. It led to a bundle of fucking about, but it all came together in the end.
Lo and behold, this evening I got a call. Apparently, the battery *is* fucked, despite what their super-tool said a week ago. So they’re replacing it, and will then see tomorrow how everything goes, and hopefully I’ll collect it on Wednesday.
It’s fair to say, we’re going to have words when I do collect it. This has been a shitload of hassle, and it’s taken me a bundle of time away from work in order to keep on getting things sorted. My sense of humour has, as they say, somewhat failed about the whole thing. It’ll be interesting to see what happens – but I do feel somewhat vindicated about the whole thing.
What the dealership doesn’t seem to realise is that the servicing department is as much of a sales tool as the showroom is. I’ve got a Kia, and so far I’ve been quite pleased with it. I would have considered getting another one – and it would likely have been from that dealership. But if they can’t sort me out with a cheaper car and be competent, why the *fuck* would I stick with the same company once the current issues are sorted, let alone buy a new (to me) Kia?
Re-covered
Posted: Fri 29 September, 2017 Filed under: Advertising, Customer Services, Cynicism, Domestic, Driving, Insurance, Loyalty Schemes, Thoughts 4 Comments »Somehow, it’s already nearly a year since I got the latest car. Which, of course, means it’s also time for my insurance renewal to come through.
As usual, the current company have massively taken the piss, nearly doubling my premium this time round. For some reason, rather than having a number of different under-writers, they’ve recently decided to stick with just the one – and that one happens to be nothing short of extortionate.
Still, that’s fine, they can fuck off.
As a result, I’ve already sorted out a new policy with a different company. It’s got all the cover and options I wanted, and is cheaper than what I’ve paid this year, let alone the ridiculous renewal price.
I truly don’t understand the business model of the insurance industry, this attitude of “keep on charging more ’til people leave”. Surely if someone’s been with a company for [x] years, and established a record of being safe, not claiming etc., then it should be easier/cheaper/better to keep them, rather than letting them sod off somewhere else?
I suppose it might be the law of diminshing returns, an expectation the customers will claim eventually. Using that it kind-of makes sense, if all the customers are paying up, and if we can get rid of them before they cost us, then we’ve made money out of it, and it’s cost “some other company”.
But it all seems pretty flawed to me, and pretty bloody dumb. Hey ho. Their loss, not mine.
Something New – Quick Update
Posted: Wed 19 July, 2017 Filed under: Customer Services, Domestic, Finances, Getting Organised, Thoughts Leave a comment »Last week, I wrote about starting off with getting a new card from Monzo, and how things had gone so far. At the time, I was waiting for the card to arrive, so I could connect it to the account and so on.
The card actually arrived on Saturday, rather than the expected/predicted Friday, but I can live with that. Even out of usual business hours etc., it was a simple case of opening the phone app, doing the linking process, and it was immediately sorted with the top-up I’d put on it.
I’ve used it for some payments over the last few days, and so far I’m really impressed. It’s all been painless, and the updates and notifications come through to the app so fast you can’t really believe it’s been that quick.
As I said last time, I’ll write more about the entire thing in a month or so – but right now, yeah, I’m actually impressed with Monzo. Let’s hope things stay that way.
Reburgered
Posted: Mon 17 July, 2017 Filed under: BurgerCrawl, Customer Services, Domestic, Food, London, People, Solo Dining, Thoughts, Travel Leave a comment »Last weekend, I went to one of my favourite food places in London, Mac and Wild. (OK, I went to a couple of my favourite places, but that’s a different story) They had a special burger on, which was only happening ’til yesterday, and I wanted to try it.
I ordered it (along with their cocktail of the month) and everything arrived and was lovely. As expected.
But then I saw other people’s photos of their Murray burgers, and mine was… different. I had assumed that the black pudding was mixed into the patty, which gave it a really deep meaty taste without being a dollop of black pudding – but all the photos had a layer of black pudding on them.
So I mentioned this to Mac and Wild on Twitter, along with the above photo. And within a couple of hours they’d come back to me, saying “Oops, looks like you had the Highlander instead of the Murray Mound. We’re really sorry – if you can make it in before the 15th, we’ll do you one for free“. Note, I hadn’t asked for this, nor expected anything at all. So already I’m pretty impressed.
As I was already planning to be back in London on Saturday, I took them up on that offer.
And bloody marvellous it was, too.
Now, I did pay for the burger – because I insisted on doing so. Mistakes happen, and I’m fine with that. And I don’t feel like it was fair to get a freebie for a simple mistake – I love Mac and Wild anyway, so it was actually the simple offer, and the speed of it, that impressed me, rather than getting free food.
It’s that service (well, and the excellent food!) that keeps me going to places like Mac and Wild – they always give the impression that they give a damn. To have gone straight to “Oops, sorry” rather than arguing the toss, to accept and own the mistake and make amends for it, that’s impressive.
And long may that continue.
Something New
Posted: Fri 14 July, 2017 Filed under: Bankruptcy, Customer Services, Cynicism, Domestic, Finances, Getting Organised, Rebuilding, Technology, Thoughts Leave a comment »Over the last week or so, I’ve been trying something new (well, new-ish) in the financial sector – Monzo.
I’ve been aware of a few of this type of “new banking” start-ups of late, but Monzo interested me when I read this article that talked about how closely it kept track of payments, and their whole customer service set-up. In my own experience with banks, it’s customer service that is their greatest weakness, so I’m interested in how other ‘non high-street’ new financial organisations address it.
At the moment it’s “only” a pre-paid credit card option, driven entirely through a smartphone app – but they’ve got their banking licence, and are aiming to be starting a current account as well, again all driven through smartphone apps.
So far, the experience has been pretty good. (Note – for purposes of this, I used my iPhone – I can’t say anything at all about the Android version) I got the app through the App Store, and went through the initial stages. Basically, just a name and date-of-birth for verification purposes, and then they order your card.
This took some time – but the expectations were managed all the way through, showing the queue of applicants, where I was in that queue, how many people were before me, and how many after. Now, my cynicism kicks in slightly here, as I noticed that the number of applicants always stayed around the 25,000 mark, so it *could* just be a steady flow of incoming customers, or it *could* be all smoke-and-mirrors guff to make me think they know what they’re up to.
It took about four days to get to the top of the queue (I could’ve jumped places if I’d promoted Monzo on social media, but frankly, fuck off) and once that happened, I got a notification to say so. This was where the identity stuff came in, and needed address details, plus an in-app photo of driving licence for proof-of-address, and a 5-second video to prove I’m real.
I’ve done an initial top-up (of a completely manageable amount – if the entire thing turns out to be a scam, I won’t be screwed) and the card has been sent to my home address. It’s due to arrive today, at which point I’ll have to connect it to the app – slightly annoying, as surely they know all the necessary details already – and then it should be ready to go.
I’ll write more about it in a month or so, once I’ve used it and seen how I feel about the entire thing. So far, though, it’s been an interesting and positive experience – I hope it continues to be so!
Connectivity – Fixed (For Now)
Posted: Fri 7 July, 2017 Filed under: BT, Customer Services, Domestic, Utilities Leave a comment »Last weekend, as I said here, my internet connection started to go really bad (again). I know what causes it, it’s just one of those things that’s a pain in the bum when it happens.
As usual, I got in touch with BT – this time through the online fault-reporting process. Despite knowing what the problem is, there’s nothing in the process that lets you bypass it – and trying to get through it by using the phone and talking to badly-trained customer service lifeforms is even worse.
So we go through the usual farce of (in no particular order)
- Have you checked all the extensions? Yes. (I don’t have any, but sure, I’ve checked them if it makes you happy)
- Have you tried the connection with another phone? Yes. (I don’t have a spare phone just for this, and I know what the problem is)
- Have you disconnected everything else? Does the problem still exist? Yes, of course it bloody does. The problem’s in your master socket.
- Do you realise that if we find the problem is on your side (don’t worry, we won’t) then you’ll be charged £130 on your next bill? Yes, I do realise it. (You’ve been here seven times all told in five years, all for the same problem, and I’ve never been charged, so it’s a fair bet that it won’t happen this time.)
And once we were through that, the engineer was booked for Wednesday morning, between 8am and 1pm.
He turned up, 8.10 – a good sign. Agreed with my diagnosis, and had a better look at the hole in the wall where the cable comes in. (Which the other engineers should have done, but well, we’ll gloss over that) The silicone sealant was perished, and there was no drip-drop (as he called it) outside – basically, a small curve in the cable before it goes into the house, so that the lowest point for water is below the hole. Between those two things, he could easily see why water would be coming in – particularly in strong storms, which is what’s always been the precursor to the problem. So, replaced silicone sealant, and he pulled enough cable through to enable a small drip-drop.
As well as that, he agreed to move the master socket further up the wall – basically, if this new one gets water damage, it’s likely that my concerns are going to be about far more than just my internet going down!
All told, it took about an hour to do the work – and of course I didn’t get charged, because the problem was with the master socket. As expected.
Only time will tell if it’s completely fixed (hence why I’m writing about it here, as a reference point in case of future problems) but as we’ve now gone for belt, braces, and piece-of-string methods in one visit, I’m hoping there won’t be any further recurrence of the problem…
Fixing Things
Posted: Wed 5 July, 2017 Filed under: Bankruptcy, BT, Business, Customer Services, Cynicism, Domestic, Five Year Plan (now Ten), Getting Organised, Rebuilding, Thoughts, Travel Leave a comment »So far, this year has involved a number of customer service clusterfucks, some of which I’ve mentioned on here, and it looks like a number of those issues are now on the way to being sorted, thankfully.
That list includes
- The Cat boots – successfully returned to manufacturer, and a replacement pair are (apparently) on the way
- The Credit Card company – seems to be sorted, with outstanding issues rectified.
- My Accountants – this has been something that’s been ongoing for a year or more, where they’re just ridiculously slack and uncommunicative. If it weren’t for the fact that they’ve been free (for the last 18 months!) then I’d have moved on well before now.
The free stuff is a story of its own, but basically when I complained to director level at the end of 2015, they told me I wouldn’t be charged until they’d fixed the issues. Eighteen months later, the issues are still there, although having had some productive conversations with the Operations Director, I think they’re turning the corner at last! - BT – Hopefully, that’ll be sorted today. The engineer is due between 8am and 1pm, and fingers crossed things will be sorted.
There’s a couple of other things coming up that so far seem positive, but I’m waiting for them to come through properly before I write about them.
All told though, yeah, it’s all feeling a bit more fixed and positive.
Connectivity
Posted: Mon 3 July, 2017 Filed under: BT, Business, Customer Services, Domestic, Technology, Thoughts, Utilities, Weather Leave a comment »Yet again, my home broadband connection has gone to pot over the weekend.
It’s an ongoing problem – basically, there’s a leak in the outdoors part of my connection, so when it rains heavily, water gets in, and corrodes the connections in the master socket. I start to know it’s going to be bad when any phone call I make (not that I make many on the landline, but still) starts to get crackly. After a while, it then gets bad enough that the next ingress of water breaks things properly, and leaves my modem/router dropping the connection and reconnecting on an all-too-frequent basis.
In the five-and-a-bit years I’ve been in this house, I’ve had four master sockets. Now soon to be a fifth.
BT refuse to believe that this is the problem – this has been going on for ages, and they’ve done line checks etc., but won’t replace the outside part of the connection, for some reason.
So we go through the farce of doing fault-tracking, “We can’t find anything” and then booking an engineer to come out. Every time, I get told “If it’s a problem past the master socket (i.e. with my own wiring) then it’ll cost £129.99 on your next bill”. It won’t be with my wiring, because I’ve got precisely one socket, and one connector/splitter (also supplied by BT) on it.
Everything else will be fine, it’ll just be corroded connections in the master socket. Again.
This time, I’m going to aim to get the engineer to reinstall the master socket, but do so higher up the wall (so water doesn’t get in, as it can’t climb cables) or on a longer cable inside the house, so I can put it on a shelf or whatever, and again, let gravity deal with the problem.
The engineer’s coming out on Wednesday morning, so we’ll see what happens from there. It’d be nice (and really quite novel!) to have it sorted properly this time. But only time will tell whether that’ll happen or not.
Capital Issues
Posted: Fri 30 June, 2017 Filed under: Bankruptcy, Customer Services, Domestic, Finances, Getting Organised, Rebuilding, Thoughts 1 Comment »A couple of months ago, I got a letter from one of my credit cards (well, from the company behind one of my credit cards, to be pedantic/accurate) telling me they wanted to upgrade my credit limit, and if I wanted to accept, drop them a line.
I was OK with that, so I confirmed the upgrade, and it got applied to my account two and a half months ago. (That’s relevant in a minute)
This weekend, I got a text message confirming that my upgrade was being processed. Then on Monday I got a letter, also confirming the same thing.
Now, one of the main things you’re always told by card companies is to get in touch with them if you start getting unexpected letters from them, and particularly when it’s either replacement cards, or stuff about credit limits. Additionally, with my own credit history I’m more aware of these things.
I gave the card company a call yesterday, and it did not go well.
First of all, the person I spoke to seemed to think she was working in a different department, and her first question was “What are you going to offer us?” (I’m assuming she’s usually in debt recovery or something, or dealing with people who are going to say they’re in the shit)
I explained that I had concerns about my credit limit, because…
“Your credit limit is £[x]. Anything else?”
“Yes, I’ve got concerns about the security of my account. As you’ve shown no interest in even listening, let along caring, I’d now like to speak to your manager, please.”
*Huge sigh* “I’ll just look at your account activity”
“No, I’m not happy with you doing that. I’d like to speak to your manager, please. And the sigh is not helping things.”
*Pause, and then another huge sigh* “I’ll see what I can do, but I need to check your ID and activity”
“No, I’m not happy with you doing that. I’d like to speak to your manager, now, please”
“I’ll see whether I can find someone”
I did eventually get to speak to a manager, who sorted out that there *had* been a problem in the card company’s processes, but there was no evidence that the account was compromised. I also left a complaint about the first person, because their attitude sucked so hugely.
I don’t expect anything else to come of it, but it’s all reported and dealt with, and I’m happy with how things stand, so at least it’s had a fairly positive outcome.
Footwear Fails
Posted: Wed 28 June, 2017 Filed under: Customer Services, Domestic, Finances, Getting Organised, Thoughts Leave a comment »For the last twenty-odd years now, I’ve been a pretty loyal wearer of Cat Boots. I’ve always found them to be comfortable – although the quality has gone down significantly over the years, but the price has always remained the same, so I understand why/how that’s happened – and to have a decent build quality that generally lasts me well in comparison to other boots.
However, back in March I bought two pairs from the online shop for Cat boots. All went well – and thankfully I paid by credit card – and I started wearing one of the pairs. All well and good.
However, last week, I started getting blisters on one foot while wearing the boots. That’s less than three month’s wear, and that’s totally not acceptable. I know I can be tough on boots – I walk a lot, as has been mentioned before – but they haven’t even been worn every day of that time. So I’m working on the fact that they’re not fit for sale.
I’ve been back in touch with Cat Boots, and returning the boots to Cat this week. We’ll see what they have to say about them.
Mind you, if Cat don’t come back to me satisfactorily, I’ve also still got Section 75 to fall back on – and I’ve already checked with the card company, and got all the documentation and photos I need – so I can go that route instead. Either way, it’ll work out fine from my perspective. Probably less so from Cat’s perspective, but well, we’ll see.
On Being A Cretin
Posted: Wed 7 June, 2017 Filed under: 1BEM, Customer Services, Do More, Domestic, Finances, Five Year Plan (now Ten), Getting Organised, Health, Milton Keynes, People, Stupidity, Weigh Less Leave a comment »With life taking several turns over the last year, I’d given up a bit on going to the gym. OK, I’d given up on it a lot. So I’d put my membership on hiatus, paying a small maintenance fee rather than the full monthly amount. (Because while I’m definitely an idiot, as will be shown shortly, I’m not a complete idiot) It meant I wouldn’t have to pay a re-joining fee etc., and could reactivate things really easily once I was back to being in the mood for it.
Last month, I decided I wanted to get back to going. Again, a number of reasons, but mainly just realising I wanted to do more, as well as some preparation for my idiot event in September – of which more later.
So I went to the PureGym website, logged in, and reactivated my membership. Oddly, I had to pay a joining fee again, but I thought I’d just not read the terms and conditions properly, and it’s not a huge amount, so there we go. The proper payment comes out of my bank about a week later, and all good. Job done, I’m going back to the gym from June 1st.
Come June 1st, I look at my bank account, and there’s that maintenance charge again. Weird. Maybe it’s connected to that billing cock-up where I paid a joining fee.
So I call PureGym, to try and find what’s going on. They tell me that the Direct Debit reference I’ve given them isn’t connecting to any of their records, so they’ll need more information from the bank, to know where that DD started, where it’s going etc. Annoying, but indicative that a significant cock-up has occurred.
I ring the bank, and speak to someone there. Let’s cancel that under the DD guarantee, here’s the details, it’s a Direct Debit for The Gym… And a light goes on in my head. I’m a cretin.
For whatever reason, I’ve got “PureGym” in my head as the one I’m going to. (And it’s one I was a member of, in two different locations) Only that’s not the one I’m using. I’m using “The Gym”, and that’s where the maintenance payment’s come from. So I’ve re-joined a gym I don’t want, and not restarted the membership of the gym I do want. For fuck’s sake.
The lady at the bank (having laughed) reinstated the DD for the Gym, and re-paid the money to them that’d gone out that day. Then I went back to PureGym, explained that I’m a complete idiot, what had happened, and asked if it was possible to get my money and joining fee back from them. No problem if not, we’d class it as an idiot tax, but if possible it’d be great.
And they did. It’s not a standard thing, but I’d not used the gym, it was still on the first full day of “membership”, and – I suspect most importantly – I’d admitted it was entirely my fault, and that I’m a moron. (It also made them laugh, which is fine)
All told, I got lucky in many ways. I’m lucky that (in general) my bank are pretty good on this stuff. I’m lucky that both gyms in question are month-to-month ones rather than contracts. I’m lucky that the people in both cases were nice, and obviously far more used to people shouting and swearing, and making out it’s all Their fault.
I’ve not lost anything (except some self-respect) and it’s all worked out. But man alive, do I feel like an absolute cretin.
On Dealing With FitBit
Posted: Fri 2 June, 2017 Filed under: 1BEM, Customer Services, Domestic, Health, Stupidity, Thoughts Leave a comment »This week, I was unlucky enough to have to try and deal with FitBit‘s idiotic e-commerce system. I’ve had a Fitbit for several years now (well, two or three devices over that time, but all Fitbit devices) and the strap on the current one is getting a bit ropy, so I wanted to order a new one.
The ordering part is… OK, I suppose. Then we get to entering addresses. It tells me that it can’t validate my preferred delivery address at all, and won’t progress the order any further. Not “Would you like to add this address to the system?” or “Please confirm the details, and we’ll accept your word for it that you know where the hell you work“. Just point-blank ‘Computer says No‘ dead-end. So far, so unhelpful.
In fairness, that should’ve been the warning sign. But I carried on. Rather than delivering to my office, I’ll set it to deliver to home. That’s OK, except for the standard “Royal Mail PAF says this address should be in [nearest city], so do you want to use that, or the info you’ve entered”. I’m used to that – it’s ridiculous, but it’s PAF, so I’m used to it, and it’s not going to change.
Enter in the card details, all well and good. Do the ‘Verified By Visa’ bag-o’-shite verification, and complete the transaction. Get the email saying “It’s on its way”. Happy day, job done.
Or so I thought…
Half an hour later, I get another email. “There’s a problem with this transaction”, saying that either…
- The billing address provided doesn’t match the address on file with your financial institution (No, it matches fine)
- Your financial institution denied the charge for unspecified reasons (OK, maybe)
- Your financial institution denied the charge due to insufficient funds (Nope, definitely not)
- Your financial institution doesn’t recognise Fitbit.com as a vendor (that sounds like cock to me)
I call the card company. Nope, all fine, not even a declined transaction. And “doesn’t recognise the vendor” is a bag of cock. To quote them, “If it were for ISIS-Iraq.com, we might be blocking it, but not standard stuff”
I call FitBit, who are *massively* incompetent, unable to understand basic English, and can only “resubmit the transaction”. Can’t change the card details, just ‘resubmit it’.
“OK sir, that’s gone through fine, so you’ll get a confirmation in a minute”
“Has it actually gone through the card company this time?”
“Yes, it’s gone through fine”
“What’s the transaction authorisation code?”
“We don’t know yet, it hasn’t gone to the bank”
“……”
So…. Fitbit, these <sarcasm>masters of eCommerce</sarcasm>, don’t do the card transactions immediately. They cache them, for some fuckforsaken reason. And no-one knows ’til then what’ll happen.
When I checked the resubmitted one, the phone cretin had also decided to change the address for billing and delivery to the PAF-recommended one (without even asking) so I ended up talking to them again, they edited the order, and ‘confirmed the transaction’ again (i.e. re-submitted it, and played wait’n’see with the cards)
That failed too, unsurprisingly. Same email, you need to speak to us, same list of possible reasons. Card company re-confirms that absolutely nothing has touched the account – they’ve had a 1p pre-authorisation amount go through, which verifies the card details, but after that, nothing else has been received by them at all.
In the end, I’ve called Fitbit (again!) and just cancelled the order. There’s better and quicker ways to do this. Hell, I can get a pikey knock-off strap through Amazon for a tenth of the price, and it’d be delivered tomorrow.
The really telling thing though, for me, was that when I cancelled the order, there’s not even a process for it. No questions about why I want to cancel, no attempt to keep the order, nothing. Just “OK, that’s cancelled. You’ll get an email telling you so”. That tells you everything you need to know about whether a company gives a shit or not.
Less Massive
Posted: Sun 9 April, 2017 Filed under: Customer Services, Domestic, Gigs, London, Reviews(ish) Leave a comment »Well, that concert. It was good – it just wasn’t what was advertised.
As I said on Friday, it had been promoted as playing the whole of “No Protection”, with live dubbing. Which would’ve been fine, and was entirely what was expected.
Instead, while a fair amount of the album was played, there was also a lot of other new stuff, and really it was more of a normal/standard gig, rather than the presentation of a particular piece of work.
In fairness, if it had been promoted as “just” a Mad Professor gig, I’d have still got the ticket, and still gone to the gig. It’s just that it was promoted as one thing, and turned out to be something else.
I’ve got in touch with Archspace about it, and it’ll be interesting to see what their response is to the entire thing.
All told, I’m still glad I went. I just wish it had been what they’d said it would be.
Replacement Card
Posted: Tue 1 November, 2016 Filed under: Bankruptcy, Business, Customer Services, Cynicism, Domestic, Finances, Getting Organised, Rebuilding 2 Comments »On Friday evening, while I was out for a meal, I paid using the card for one of my Barclays accounts. That transaction, while all went OK, had traits that felt… odd. Wrong. Or at least just Not Quite Right.
So I called the bank straight after, and cancelled the card with immediate effect. That took a bit of explanation, as “I want to cancel the card from right now, no more transactions” apparently still needs discussion, and a whole bit of scripted text from the bank about “With the card cancelled, you won’t be able to use it”. (Well yeah, that’s why I’ve cancelled the cocking thing.) But I assume they’ve had to deal with morons in the past who’ve cancelled the card and then complained they couldn’t use it for something.
Anyway, they told me my replacement card would be sent out as soon as possible, and all that jazz – all fine, I’m just happier knowing that I’ve handled it to the best of my abilities, should that transaction have turned out to be as dodgy as it felt like it could’ve been.
When I got home last night, there was the new card.
And I can’t deny, I’m impressed with that – a card that’s been requested in the late evening (10pm-ish) on a Friday, and is delivered on the Monday? Not bad going at all.
While Barclays have their moments of driving me absolutely crackers – and that’s still going through the Financial Ombudsman, so I assume Barclays are being dicks with the Ombudsman as well – I can’t deny that some of their systems are also pretty bloody good.
[Updated to mention : Having looked back, it turns out it’s not the first time I’ve been impressed by this replacement card system]
ReKindled (Again)
Posted: Wed 19 October, 2016 Filed under: Amazon, Bankruptcy, Customer Services, Cynicism, Domestic, Geeky, Kindle, Reading, Rebuilding, Technology Leave a comment »Just to top off a pretty expensive fortnight, while I was away over the weekend the Kindle broke. As with previous ones, the screen film cracked, so half of it is working and the other half isn’t. In short, fucked.
As it turns out though, I can’t be too annoyed (annoyed, sure, but not too annoyed) as it turns out I’ve had this one just short of three years. Considering that before that I had a spate of broken screens in less than a year, it could’ve lasted a lot less time.
Yes, I’d rather these things were more resilient, were designed to last longer than 18 months.
Anyway, it’ll be interesting to see how things have progressed with Kindles, and whether they’ve improved the ways to reload content onto a new device. It was horrific three years ago, so I’m hoping for improvements, it’s fair to say. (And if that doesn’t happen, I’ve got a backup from the old device – so maybe I’ll just be able to roll that onto the new one.)
We’ll see.
EE’s broken payments
Posted: Sun 16 October, 2016 Filed under: Customer Services, Domestic, Finances, Geeky, Technology, Thoughts Leave a comment »As I wrote yesterday, I ended up having some major issues with the cottage’s already-installed 3G Dongle through EE.
Basically, it’s either not been used for a while, or the previous people ran the account into the ground – there’s absolutely no credit or data available on it. That’s OK, you can connect to EE still and add a credit. Or at least you should be able to.
Basically, the device is set up so that it can still connect to ee.co.uk , and that doesn’t come out of the data allowance. All’s well and good. But. Ah, but.
The thing is, when it comes to processing payments, the processing isn’t all done on ee.co.uk. It also goes off to get the 3D secure (also known as “Verified by Visa” or “Mastercard [something]“) from the relevant bank. Only that’s from a different (and thus not-allowed) domain outside of EE, and because there’s no data allowance, the connection is refused, and the credit transaction fails.
All you get to see on screen is “An error occurred” with “Try again”. Which is… unhelpful.
What’s more unhelpful is that EE’s transaction system has pre-authorised the amount you’ve topped up by. So the funds are then locked by your bank. They’ll be released when the transaction doesn’t complete – but it can take two to three working weeks for that to happen, because banks are paranoid and slow and shit. And EE are just shit, because their failed transaction doesn’t release those funds.
Even better, you can’t then offer feedback or contact EE. Because – yes! – all the online feedback is done through a third party, and goes off to a different domain.
So you’re basically left with no data, no top-up, locked funds, and no way to contact EE to tell them so.
Even worse, I suspect it’s only because I’m a techie that I understand it this much – for Joe Public it’d just be “it’s broken, and EE are shit”. (Which isn’t something I could argue with either, but at least I can understand why it’s broken!) It’s a simple scenario, but one I’m willing to bet they’ve never tested, going on the assumption that people would top up before they ran out completely, etc. etc.
I’ve written to them to explain the same situation, so it’ll be interesting to see what they come back with (if anything)
Mobile and Connected
Posted: Sat 15 October, 2016 Filed under: Customer Services, Domestic, Technology, Thoughts, Travel Leave a comment »This weekend, I’m away in Dorset, hoping to spend some time relaxing and writing, getting some of the stuff out of my head that’s been resident for way too long.
I’ve been to the particular place I’m staying before, and knew they had a semblance of internet connection (albeit through a 3G Dongle thingy) but when I got here, I found it’s not working properly. (It’s on EE, and because they’re shitheads, there are mega-issues when there’s no remaining data on the device. That’s a post for another day)
So anyway, while I’m wanting quiet, I do still need connection for a range of things. As a result, I went into the nearest town, and bought a MiFi device of my own which turns out to be working pretty well. Considering the location (in a valley, with next-to-sod-all anywhere nearby) I’ve got enough of a 3G signal (blipping up and down to a single bar of 4G) to keep things connected and fine.
It’s meant that as well as doing some writing, I’ve also been able to do some outstanding work stuff that needed completing, and all that usual stuff.
Indeed, it’s doing well enough here that I’ll continue using it, and be interested to see how it works in other places I go to over the next few months. Ain’t progress/technology interesting?
An Expensive Week
Posted: Sun 9 October, 2016 Filed under: Car Repairs, Customer Services, Domestic, Finances, Getting Organised, Thoughts Leave a comment »As usual when things go quiet round here, it’s been a busy week – and an expensive one. If this is the aftermath of holidays, I’m going to have reservations about taking them again.
While I was away, the Saab was (again) in the garage, getting a winter service, as well as checking out a couple of weird issues that only occur when it’s been standing for a couple of days (and thus are hard to get to happen once you’ve driven the sodding thing to the garage) I’d hired a car to do the driving for the holiday, which was an expected expense.
On Tuesday, I dropped off the car at the hire company, collected the Saab from the garage, and drove into town to work for the rest of the day. All fine. When I drove it home afterwards though, the oil light came on, and the engine started sounding unwell. Bugger. With no back-up plan, it meant I had to sort out getting the car recovered back to the Saab garage, then collecting a new hire car, and doing it all in time to collect friends I was taking to a charity quiz night. So, no pressure.
As it happened, it all worked out – the recovery wagon turned up earlier than expected, we got to the garage, and the car-hire guys met me there, to take me to the hire place, so I could collect the car and then collect everyone. Pretty stressful all round, and a lot of juggling and keeping people informed of what was happening, but it all came together.
By the end of it, we even came second on the quiz!
It’s made for an expensive post-holiday week though. Paying for a new hire car, and whatever work the car needs etc. etc. Oh, and then of course my Fitbit decided to fall apart as well – because why not, when everything else is doing the same?
Just one of those weeks.
Advertising Standards
Posted: Sat 27 August, 2016 Filed under: Advertising, Bad Ads, Customer Services, Domestic, Food, Getting Organised, Loyalty Schemes, Marketing, OpenTable, Pedantry, Solo Dining, Stupidity, Thoughts Leave a comment »With the whole “Solo Dining” project I’ve been doing this year, one of my bugbears has become OpenTable (who provide a lot of the table-reservation services for restaurants) and – more particularly – their “Dining Points” loyalty plan.
As it says on that page about Dining Points,
OpenTable UK members can earn OpenTable Dining Points when they make and honor reservations made through opentable.com, or our related mobile sites and apps.
They say the same thing on another modal window to explain Dining Points.
“Earn points every time you dine”
Except that’s not true – not true at all. I queried why I’d received zero points for several reservations over the last year, and they then started to say (and this is a direct quote from one of the responses)
points are only given to diners who start their search on our website and not the restaurants website as you know. This is because as you came from the restaurant website, you are considered a customer of the restaurant and they use our services on the back end to take your reservation for them. If we started awarding points to the customers of our clients they would feel that we are trying to steal you as a customer.
So OpenTable are, frankly, liars. They say clearly throughout the site “make a booking through OpenTable, and get points“, with no provisos, asterisks, or get-out clauses. This isn’t even me being pedantic about something – they’ve said something (repeatedly, in black-and-white!) that’s simply not true.
This would’ve been an easy fix for OpenTable, if they’d had any sense at all. If they’d said “Oh, sod, sorry, here, have the points, and we’ll make that text clearer“, we’d be done. But no, they started backtracking, patronising, and explaining why I was so wrong to believe their “Get points every time you book” spiel. No apology, no “thanks for letting us know“, nothing. All the customer-service skills of a concrete monolith.
Having hit that concrete monolith with no joy, I decided to take it further. Having checked their criteria, I raised it with the ASA (Advertising Standards Authority) and I’ve now had a confirmation from them that, having done an initial review, they’re going to investigate it further.
So, that’s going to be entertaining. I’m assuming that getting an ASA investigation done isn’t a trivial step, nor one that the ASA do for the fun of it. I’m also assuming that, because they’re investigating, the complaint has at least some merit.
As and when I hear back, I’ll write more here…
Early Justifications
Posted: Thu 25 August, 2016 Filed under: Customer Services, Day Trips, Domestic, Food, Getting Organised, Gigs, Introspective, Kindle, London, Personality, Punctuality, Reading, Solo Dining, Thoughts, Travel Leave a comment »Whenever I’m going somewhere, whether to meet friends, or just for a timed event, I tend to be pretty early. Stupidly early, in some cases – mainly because I just figure “Well, once I’m there, I can find something to do“. At worst, I have a Kindle and a phone, so I’ll always be able to do something with that time.
I don’t expect others to follow the same thing, though – that’s just a world of hurt, because then I’d still be earlier than the expected early time, and it can get stupid. (I have one friend who’s of a similar mind-set, and we ended up being – unconsciously – competitively early for a while, ’til we realised it was just getting dumb)
Sometimes, though, it turns out that there’s a good reason for being early to things. Saturday was one of those times.
I was going in to London for a concert in the evening, and then booked a lunch at Hibiscus as well. My plan was to park up at an Underground station I knew well, Tube into Central London (well, kinda – I still wanted to walk as well), go for lunch, wander around London a bit/lot, get back up to the concert venue, meet up with another friend, go to the gig, and then get back to the car and drive us both home. That plan survived until the first stage…
What I hadn’t realised was that the Northern Line (the only line from the station in question) was shut for the weekend. No trains at all. Of course, London Underground being the useless shitbricks they are, there were no signs at the entrance to the station or car-park, so I’d paid for parking (fortunately only £2 for the day), walked into the station, to be faced with “Nope, no trains”. The useless bell-end outside had no idea how I’d get back from the gig at all – well, he suggested taking no less than four buses, at midnight on Saturday-into-Sunday. So that was no use.
But, I’m well early at this point. So it’s time for a replan. Drive down to the concert venue, find somewhere close-ish to park, and juggle things from there.
And that’s what happened. Drive down (only about four miles, in fairness) and find a side-road with parking. Permits only, but only Monday-Friday. It’s a Saturday, so I’ll go for that. Check the parking meter. Nope, that Mon-Fri only too. Double-check with the online-app for paying, and nope, can’t take any money for that parking, sir.
Then start walking to find where the hell I am – I know I’m closeish, but not exactly where – turn the corner, and oh look, there’s the venue. Literally two minutes, car-to-venue. Wander past to find a bus into central London, oh look, there’s one that’ll do it, hop on, and job done.
That entire re-plan and reorganisation, and I was still at Hibiscus 45 minutes early…
So sometimes there’s a really good reason for being idiotically early to things. If I’d been cutting things fine already, that change would’ve completely chiffed me for the day, and been uber-stressful all the way. As it was, it was still an absolute doddle, and everything went well.
Indeed, it actually made life easier – because coming out of the gig, we were in the car and out of London before we’d probably have even got to the original station…
Four Down, Two To Go
Posted: Thu 18 August, 2016 Filed under: Bankruptcy, Customer Services, Domestic, Five Year Plan (now Ten), Getting Organised, Rebuilding, Thoughts 2 Comments »Over the weekend, it was four years since my bankruptcy was declared.
That means I’m two-thirds of the way through the process now, although really all that remains is waiting for it to come off my record. All the rest is done.
As evidenced in a previous post, it still has knock-on effects, but that was expected. I never went into the process thinking it was a quick fix, or that everything would be rosy straight afterwards. I’d done my research, and knew the effects.
Of course, that doesn’t mean I expect to be dismissed out-of-hand for having been through this process, and still having it on my record. Paradoxically, I don’t mind being dismissed out-of-hand if the company in question is open and honest about it – if they say “We won’t accept [x], because you’ve got that on your record” then fine. I get that. It’s when I’m lied to about it that it annoys, or when they try blaming someone else. “Oh, your credit score isn’t good enough“, “You haven’t passed our criteria, but try again in six months” and so on. That shit isn’t on – tell me it’s because I’ve been a twat in the past, and that’s fine. Try passing the buck on it, or leading with false expectations, you’re a tosser. It really is that simple.
As time goes on, though, it’s all rebuilding nicely. And that’s the end goal, really – just being back on an even keel, with nothing owed to anyone.
Descriptions vs. Reality
Posted: Wed 3 August, 2016 Filed under: Business, Customer Services, Cynicism, Domestic, Food, Getting Organised, Solo Dining Leave a comment »I’ve written several times about some of the restaurant stuff I’ve been doing this year – and I now have my bookings sorted through to October – but there’s been one thing that’s bugging me, which I addressed a bit yesterday.
Some of the restaurants use OpenTable for their booking system – which is understandable, it must make life a lot easier to have all that side handled by someone else.
OpenTable offer a “points” system, so that after a certain number of meals booked through themselves, one can get a discount card/voucher etc. They specify it as “points with every booking made through Open Table”…
They say the same in two different places on the site
Only that’s not actually how it works. I’ve made several bookings – and honoured them by going to the restaurants and having the meals – and earned a grand total of sod-all from them.
So yesterday – having made yet another zero points booking – I got in touch with them, asking how they justified saying “Every booking gets points” when it was so blatantly untrue.
Initially they came back saying “Oh, that’s only for bookings directly through OpenTable, not for when you’ve come through from another site”. So I tried another booking for the same restaurant, but direct through the site. Lo and behold, still zero points. So I got back in touch, and basically said “Bullshit“, with added screenshots and history to show the progress.
I’ve now had a further reply that can be summed up as “Oh shit. Yeah, there’s been a problem. We’re looking into it“.
It’ll be interesting to see if things do get fixed. For now, my account has been credited with the missing points, and we’ll see what happens with the upcoming bookings as well (the next one is happening this weekend) but at least they’re now aware of the problem.
On Dealing with Lying Cunts
Posted: Tue 2 August, 2016 Filed under: Bankruptcy, Customer Services, Domestic, Legal, People, Rebuilding, Sweary, Thoughts 7 Comments »As regular readers know, in August 2012 I was declared bankrupt. No fun, but well, I’m not going to rehash old ground on that score.
In February 2013, I opened a basic current account with Barclays, having explained my ongoing bankruptcy and telling them that as time went on, I would want/hope/expect to be able to rebuild my credit score etc. with Barclays. I was told that was no problem, that once the bankruptcy was discharged (which happened in August 2013, fact fans) I could start to rebuild, and could regularly check whether my account was suitable for an upgrade to a ‘proper’ (my word, not theirs) current account, with overdraft facility etc., and continue to rebuild my fiscal profile.
I’ve done that, and always been declined. Frustrating, but I kind-of understand why, with it being on the record, and the changing risk-profiles etc.
Three weeks ago – after three and a half years with Barclays, still on the basic account – I tried again, and was automatically declined, the classic “computer says no”, but decided to take it further. Spoke to a ‘lending manager’, who went through an appeal process and promised I’d be called back in the next 48 hours. Nothing for two weeks.
So last week, I went in again, having made an appointment to see the manager. I ended up dealing with an assistant manager at the branch, and he let slip that Barclays have a “six years from discharge” rule, so that I have no chance of a ‘proper’ current account until 2019. I will automatically be declined until that time – something that no-one at Barclays has mentioned at any time until last week. Even that ‘lending manager’ didn’t mention it, let alone the people I’ve seen before each time I’ve done this process.
I think it’s pretty shocking (and pretty cuntish – so absolutely standard for Barclays) to have a policy in place that makes no recognition of a customer’s good standing, lack of debt etc. for seven years (one year of the bankruptcy, and six after discharge) before even being considered.
It’s worth noting that I’m not actually looking for any credit – I’d like to be *able* to have an overdraft, but I don’t actually want one (if that makes sense) I’ve offered several solutions, including monthly or quarterly account reviews where I go into branch, and would be happy to do this. But Barclays simply say “Nope. Not happening”
I wouldn’t mind as much if Barclays had been honest at any point, and said “You can have a basic account, but no chance of anything else“. I’d be OK with that. I wouldn’t necessarily have gone with them, but I’d have understood their process. Instead, it’s been three-and-a-half years of being lied to, of making pointless appointments to go in and see if the account is ready to be upgraded, and now feels more like they’re just doing it to take the piss and have a laugh at my expense.
I’ve complained formally to Barclays, which should be entertaining. (I was promised a callback for last Tuesday which still hasn’t happened, so I’m not holding out any expectations of professionalism or competence from them) I’m waiting to see what happens with that, but I expect there to be no resolution, at which point it’ll go further and end up with the Financial Ombudsman. Again, entertaining.
But I’m also taking it up with a few other places – including consumer-rights places, and Advertising Standards, as Barclays keep on bleating on about how they’re so great, so fair, so “future of banking”. When really, it turns out that (unsurprisingly) they’re just lying cunts who couldn’t give a rat’s fuck about people.
Slack Data
Posted: Fri 10 June, 2016 Filed under: 1BEM, Customer Services, Cynicism, Domestic, Driving, Laziness, People, Privacy, SatNav, Security, Stupidity, Thoughts, Travel Leave a comment »In the car I hired last weekend, it had a load of built-in tech – Ford’s Sync system – that was quite interesting, not least for the fact that it worked really nicely and easily. Connecting my phone to the car was a doddle, the satnav worked well (and better than my usual stand-alone device in several ways) and it all just seemed pretty easy.
However. It’s obvious that it was designed for a standard “family car” scenario, rather than a vehicle that would be hired to many different users. Which makes sense, but leads to an interesting longer-term problem…
Basically, people are lazy – and don’t think about their data. So the convenience of connecting one’s phone to the car system for hands-free calls etc is great, as is the simple download of the phone’s address book to the system. But if you then don’t delete it when you take the car back to the hire place, it’s all available to the next user. The same applies to the satnav system – ‘recent destinations’ is a goldmine of activity, right down to house number and location. (And I suspect, with a bit of work, one could connect the destination to a phone number in that downloaded phonebook)
It just interests me, how little people care (or understand) about their information. I cleared down the whole car system before I returned it, which took less than five minutes all told. So it’s not much work, but it’s still work, which most people don’t seem willing to undertake.
I’ve suggested to the hire company that it should perhaps be part of the car sanitising process when it’s returned (or before it’s hired back out, whichever) although I realise that makes it more hassle for them, and there’s a lot of different setups in the various cars.
Of course, it’d be better if people cleaned up after themselves – or the car tech had a “forget everything” button/process (although that would still be too much effort for most people) that did the job. But that won’t happen until people realise how important this shit can be, and sadly that tends to only happen by negative paths/occurrences/events, and will always be learned too late.
AA
Posted: Wed 1 June, 2016 Filed under: Customer Services, Cynicism, Domestic, Driving Leave a comment »Following on from a post a couple of weeks back, which involved abysmal service from the AA, it’s worth nothing that someone from there commented on the post, asking me to get in touch and see what they could do.
I did get back in touch, if only to explain that it had already been dealt with via Enterprise Car Hire – the actual customer in this case, rather than the poor schlub who was left waiting around (me) – and also that it was allegedly being further investigated by their Executive Team via Twitter. As such, I didn’t really need a third explanation (although it might prove entertaining, if the other two answers don’t match) So rather than waste more of their time, I told them I was OK with how things were.
It’s going to be interesting to see what they do come up with, though.
I was thinking about it this morning, and I know what I would do in a similar situation – if I were working in complaints (and particularly high-level complaints) for a company, with an unhappy person saying that on the evidence of being a recipient of bad service from that company and they’d never give that company money in the future.
I know what I would do. I’m pretty sure it’s not what they’ll do, but it’ll be interesting to find out…
Being A Bad Customer
Posted: Mon 23 May, 2016 Filed under: Customer Services, Cynicism, Domestic, Thoughts Leave a comment »Over the last couple of months, I’ve been wondering whether I’m a bad customer, whether I expect too much from people. I’ve had a bundle of things where companies have let me down, haven’t done what was expected, and have generally been pretty shit. Nothing major or world-changing, but just constant niggling let-downs and stuff that should be easy, but isn’t.
I’ve been thinking about it a lot, and particularly those supposedly high expectations – and I still don’t know the answer for sure.
Really though, all I actually expect is for people to do their damn jobs. I don’t ask for some kind of higher-level of things, just to be able to do the bloody job they’re paid for. I assume (and I know that it’s an error, because I’ve worked with too many fuckknuckle shitheads who can’t do their own jobs) that they should be capable.
- I believe that a delivery company should deliver the package to where it’s addressed, on the day they’ve said they’ll deliver it.
- I believe that a bank, when I’ve called them, should know who I am, and be able to put me through to my bank manager without asking who that manager is
- I believe that a recovery company should be able to find a house, and fix a car
- I believe that my business’s accountants should do things when I ask (or do them proactively) rather than saying “Oh, you don’t need to worry yet, the deadline’s not ’til September”
- and a bundle of other stuff besides.
But really, I just expect – and hope – that people do their jobs, regardless.
Is that too much to ask?
Long Week
Posted: Fri 13 May, 2016 Filed under: Car Repairs, Customer Services, Domestic, Driving, Getting Organised, Insurance, M1, Travel 1 Comment »So far, it’s felt like a very long – and really quite unproductive – week in many ways.
I was away over the weekend, and while driving back on Sunday, the car died on me near Leeds. No power-steering, idiot-lights galore – and all while travelling at 80-ish in the outside lane of the M1. That definitely focusses the mind somewhat.
I got over to the hard shoulder immediately, and stopped. Called my insurance company – who also do the recovery part – and got it organised. I knew it was 99.9% likely to need recovery, so they sorted it out and that all went really smoothly. They’d predicted up to 90 minutes before the recovery got there, and they turned up within half an hour.
Apparently, I got lucky – my recovery part includes “Get me home”, rather than the more standard “nearest garage, and then pay through the nose for anything else” policy. So I got one truck that took me back to Milton Keynes in one go (no Relay crap either, thankfully) and dropped the car off at the Saab garage locally, and then I got a cab home. Not cheap, but could’ve been so much worse. According to the recovery driver, if it’d been the normal policy, it would’ve cost me around £500 to get the car home… I broke down at 1.30, and was back in Milton Keynes at 6.00, and home by 7.00. Not at all bad, all things considered.
While I was waiting to be picked up, I’d also organised a replacement hire car – which also reminds me yet again how great smartphones and apps can be, sat by the side of a motorway booking a hire car – that I collected on Monday before heading off to Chesham to be on-site again. All fine. Hassle-filled, but fine.
After doing a bundle of driving and so on, I got home about 9pm, and parked up.
And on the Tuesday, by 7am the battery was completely flat and the hire car wouldn’t start at all. Cue a three-hour farce with the AA not sending anyone when they said they would, and making an utter bollock of the entire process. Not helped by using the hire-firm as an intermediary (although they handled it fine, it was just the AA being useless) but still. I finally got sorted at mid-day.
So yes, it took the AA three hours to find a known address and fix the problem (Epically flat battery, although we don’t yet know why – apparently Fiat couldn’t find any issues with it) where it only took four-and-a-half for another company to find me on a motorway, and drive 180-ish miles. Safe to say, I won’t be putting any money in the AA’s direction any time soon.
Along the way, the Saab was fixed on the Monday – the power-steering belt, which also powers a number of other bits, had snapped, and it was just that part which required replacement. So, a bill of £85 all-in, including VAT, labour and parts. Could’ve been *so* much worse…
The rest of the week has just been busy and ridiculous, and doesn’t really feel like it’s stopped at all. With luck it’ll ease up now for the weekend – but then, this is me, so what’re the chances? Low-to-sod-all , I’d say…
Badly Worded
Posted: Wed 30 March, 2016 Filed under: Advertising, Bad Ads, Central Bedfordshire Council, Customer Services, Education, Literacy, Thoughts Leave a comment »Just now, my local authority (Central Bedfordshire council) tweeted this, which is hilariously badly-worded…
I replied, asking them if they meant that it was an event for underage drinking/drinkers, or if they meant it to be an event informing about (and/or preventing/reducing) underage drinking – as it certainly looked like the former.
In fairness, they then responded, and removed the original tweet.
But still, it made me laugh, picky and pedantic bastard that I am.
[UPDATED]
They then replaced that tweet with this one…
It really isn’t a good day for Central Beds’ social-media team. But it’s a very funny one for me…
Little Victories
Posted: Sun 13 March, 2016 Filed under: Bankruptcy, Customer Services, Domestic, Finances, Getting Organised, Rebuilding Leave a comment »Back in December, I discovered that three companies had been mis-reporting things on my credit-score – reporting finances/loans/debts that had been included in the bankruptcy as still being ‘in default’ (i.e. not paid) every month since. As a result, I wrote to all three, asking them to correct the information and sort things out.
One company- one at the allegedly ‘bad end’ of the finance industry – came back to me on the same day, agreeing that they’d got it wrong, and correcting things all the way back to 2012, the time of the bankruptcy. Happy day.
The other two – supposedly more ‘responsible’ and ‘professional’ organisations – have dawdled and faffed about with it. They’ve both failed to live up to their own complaints procedures and timescales, and generally just taken their time to get things sorted.
In the end it’s taken extra hassles, extra letters and calls, and mentions of going to the Financial Ombudsman, the Information Commissioner (for dodgy reporting of information) and the Financial Conduct Authority (FCA) And that’s the ‘professional’ companies, don’t forget.
But it’s all sorted now – my latest credit report shows that they’re now all reporting the accounts as closed/satisfied (which’ll do) but it’s taken three months to get it done.
The fix to the scores isn’t immediate – but as these things go further back in time, they fade in importance on the scores, and that will start to improve properly now. It’s been a pain in the arse to get sorted, but it’s done now, and that counts as a little victory, another improvement in the long path. And it’ll do for now.
Missing Letters
Posted: Wed 3 February, 2016 Filed under: Customer Services, Cynicism, Domestic, Getting Organised, Stupidity, Thoughts Leave a comment »Way back in early December, I posted a couple of letters, both by Royal Mail Special Delivery – a service that tracks the letter, requires a signature on delivery, and is guaranteed to be delivered the next working day by 1pm.
In my case, one letter arrived, and the other didn’t.
After a week, I raised this with Royal Mail through Twitter, and they were… pretty slack, to be fair. The letter had disappeared into the system, they needed to investigate, blah blah. At no point did the words “sorry” pass their (online) lips.
Another week or so passed, and they came back with “we can’t find it, can’t you check with the recipients whether they’ve received it or not“. Which is taking the piss, as that was the entire reason for sending the sodding thing by Special Delivery in the first place. And still, no sorry.
I ended up having to file a compensation claim with Royal Mail – again, the person who paid for the service has to jump through all the hoops, fill in the forms and so on – and wait even more. Still no “sorry”.
I finally got the response today to that compensation claim. They’ve taken six weeks to acknowledge that this “guaranteed service” isn’t, has failed, and I’ve finally got my money back.
The kicker, in my opinion, is that in that letter they say…
“If you need to cover yourself against this in future, I suggest you send items by Special Delivery “Guaranteed”
So the fucking clowns recommend I use the service that lost this letter in the first place – because it’s better. What the fuck?
All told, the customer-service experience of this process has been abysmal.
- It’s taken nearly two months to get this sorted
- Once we were past that ‘guaranteed delivery’ timeline, it should’ve been an automatic process to say “Yep, we fucked up, here’s your money back”
- If you can’t guarantee delivery, don’t guarantee delivery.
- If you don’t trust your own tracking systems and still require ‘proof’ that the item was posted into the system, you’re doing it wrong
Car Health – Back On Blocks
Posted: Fri 22 January, 2016 Filed under: Car Repairs, Customer Services, Domestic, Driving, Getting Organised Leave a comment »I spoke too soon – when I took the Saab out this morning, the exact same problem occurred as had been ‘fixed’ yesterday.
Safe to say, I am unamused – and the garage are aware of this unamusement.
It goes back in on Tuesday, as I haven’t got the time to sort it before then, due to travelling. It’s a good job I kept my booking for a hire car for this weekend’s idiocy…
Car Health – All OK
Posted: Thu 21 January, 2016 Filed under: Car Repairs, Customer Services, Domestic, Driving, Getting Organised, Thoughts Leave a comment »The car, it turns out, was fine. The problem was that the hose(s) to the turbo had perished, and were leaking, which was roughly what I’d thought was happening.
So, that’s been fixed, and the MOT has been passed with flying colours. A couple of advisories that I’ll address in the next month, but really, all good.
This has made me much happier than I’ve been the rest of the week – while I may have been ‘pretty sure’ of what the issue was, I don’t have the confidence in my own technical knowledge to be 100% certain. Knowing that it actually was a minor thing is a weight off my mind.
All good – onwards and upwards, mes amis!
Car Health
Posted: Wed 20 January, 2016 Filed under: Car Repairs, Customer Services, Domestic, Driving, Getting Organised 2 Comments »Last week, my car started playing up – not enough to be serious, but enough that I wasn’t entirely confident in it while I was ferrying others late at night and so on. As a result, I hired a car for the weekend, and as it turns out, I’m glad I did.
Having returned the hire car on Monday, I went out in mine to get some stuff done, and while doing that, the engine management light came on. The performance is still OK on it, and it got me home etc., but still, it’s not something I take lightly.
As things worked out, it’s due for – and booked in for – the MOT test on Thursday anyway, so I’ve let the garage know about the extra issue, and I’ll see what they say.
I’m hoping it’s nothing major, that it’ll be a quick, easy (and generally cheap) fix – but I’m hedging my bets right now, and preparing for the worst. I’ve got another car booked for next week, as I’m doing a bundle of miles and travel, and that’ll give me time to sort out whether I get the car fixed or replaced.
Pushing the Limits
Posted: Mon 28 December, 2015 Filed under: 1BEM, Customer Services, Cynicism, Food Leave a comment »Over the last year in particular, I’ve been more and more interested in Michelin-starred restaurants, and have been to a few, as well as other high-end places that don’t have stars.
One that fascinates me is The Fat Duck, which re-opened this year after a major refit and refurb. However, regardless of that fascination, there’s no chance I’ll go – primarily because I just think their attitude currently is horrific.
For one thing, you pay upfront – the full price of the food, at the time of booking. And that price is exceptionally hefty – £255 per head, no less. That’s nothing short of obscene – while I’m sure it’s a remarkable one-off experience and rah rah rah, I could go to the three-Michelin-starred Alain Ducasse in London and have the full 10-course tasting menu. Twice.
Bear in mind, currently the Fat Duck has no Michelin stars. That’s worth remembering.
The attitude doesn’t improve when you start to read their terms and conditions, and even more so with their FAQs.
Among those, there’s a number of gems…
- You can’t get a table for one – the smallest is a two. And they won’t change that for anyone.
- You can’t arrive early and have a drink at the bar. There’s no bar. (I get that the place is small, but still)
- There’s no waiting list, or notification if someone cancels. You’ve just go to keep on checking on the website. That’s it.
- If you cancel the reservation and they can’t rebook the table (or if you cancel with less than 28 days to go) you don’t get your money back. Only if they can rebook the table do you get a refund.
- On top of that £255 per head – and a minimum of two people, so we’re already on £510 – they add a ‘discretionary’ 12.5% service charge to the bill. Plus, of course, any extra drinks, wine, etc. Even if you’ve only paid for the food, that’s an extra £63.75. That’s just taking the piss.
And all that, without even a Michelin star to its name. That is one hell of an ego at work.
So no, much as I’d love to go and experience it, the Fat Duck can fuck off.
Rebuilding and Correcting
Posted: Sat 19 December, 2015 Filed under: Bankruptcy, Customer Services, Domestic, Finances, Getting Organised, Rebuilding, Thoughts Leave a comment »As part of the whole finances-rebuilding process, I’ve recently been paying more attention to my credit score and so on, including getting reports on it via Noddle , Equifax, and Experian. (It’s worth doing all three when you’re checking these things, as some companies report to one or two of the credit scoring agencies, but not necessarily all three – which is insanely frustrating, and most people don’t know it)
Within those reports, I found that three companies were mis-reporting things – primarily that debts that had been included in the bankruptcy were still being reported every month as “Default” (i.e. late) payments, rather than acknowledging that they’d been dealt with by the bankruptcy. I have no way of knowing (although I have some suspicions) if this is ‘just’ a mistake, standard incompetence, or a tactic to keep credit-scores low for people who’ve been through bankruptcy.
We’ll find out soon enough, though. I’ve written to all three companies, giving them the necessary information and copies of certification, and requesting that they update their records. In all three cases, I’ve given them three options for declaring the debt ‘satisfied’ (which is a different status to ‘paid’, but still closes the account) :
- Update it as of this month
- Update it for this year’s records
- Update it, backdating to when the bankruptcy was discharged.
Obviously the final option is the best one – and the one generally recommended by the FCA and Insolvency Service – because once the bankruptcy is declared, all debts are nullified, and all the credit recording should reflect that with immediate effect. So I’m still trying to be reasonable and find a middle-ground by letting it be marked as ‘default’ for a further twelve months.
One company has already come back to me, taking that third option. The other two, well, they’re more ‘traditional’, so letters have had to be posted (recorded delivery, naturally) and will take time to process. In both cases, the recorded delivery gives them a finite timescale to work with – if nothing has been done in eight weeks from proven delivery, I can start to involve the Financial Ombudsman and FCA. That’s a while off yet though (obviously) and I hope things will be sorted well before then.
The thing is, none of this is essential to the rebuilding of my finances and credit-score – although it will definitely help to have these three records sorted. But the rebuilding will continue to happen, with other positive credit-score reports and transaction reports helping over time.
There’s no valid reason for the various companies to not make the changes, though. It’s a matter of correcting the information, of setting the record straight. That shouldn’t cause anyone any problems.
But I bet it does.
A Bag For Life
Posted: Wed 2 December, 2015 Filed under: Business, Customer Services, Cynicism, Domestic, People, Shopping, Shopping, Thoughts, Weirdness Leave a comment »Over the weekend, while I was out shopping, the person in front of me’s “bag for life” split open.
What really surprised me though, was the attitude of the person on the till, and (by inference) that of the store.
You see, the ‘bag for life’ was from a different store – so the till person (quoting store/company rules) wouldn’t change it for one from that store.
“Oh, you can only change that at those shops, we won’t take them”
Which begs the question – why? If it were me in charge of doing that, then I’d be happy to take a competitor’s bag and give my customer a branded bag advertising my own store/company instead. But no, it seems that each supermarket/store brand will only exchange bags of their own brand, rather than taking those from other stores.
Seems bizarre to me.
Re-tyred
Posted: Sun 22 November, 2015 Filed under: Customer Services, Domestic, Driving, eTyres, Getting Organised, M1, Technology, Thoughts, Travel Leave a comment »Over the last month, the car has had a complete set of new tyres (admittedly, bought two at a time) as it was definitely That Time Of Year when it’s a good plan., with the onset of winter with added rain, snow and ice. It’s been at least a year since the front ones were changed, and longer since I did the rears, and while they’re still well within the legal limits, I know they were nowhere near as good as they could/should be.
The front ones got changed a couple of weeks back – something I was really pleased about while I was driving last weekend. At that point, the road conditions were vile – heavy rain, standing water, and one particular section of motorway surface that could best be described as interesting – and the car stayed solid on the road, which is something that some others certainly weren’t.
I avoided using eTyres this time – partly because I’m not convinced of their services etc., but also because they didn’t stock the tyres I’d decided I wanted to try out.
Having looked around, I opted this time for Michelin Cross-Climate tyres, which seem to be a good option for going across the full range of road/weather conditions I’m likely to hit in the coming months. I’ve also never had a full set of the same tyres on a car, so it seems like it should be interesting.
The rears got changed today, and the change has been significant, even in the short time I’ve driven on them today. I’m pretty sure it’s not just a psychosomatic thing, the whole vehicle felt more rooted to the road, more stable.
We’ll see how things go. This morning was also the first serious frost of the year – I was driving through snow on the M1 yesterday – and I’m pretty sure we’ll have a few more days like it in the coming weeks. I’ve got the best part of a thousand miles to cover over the next couple of weekends (not including the usual weekly travel) so by the end of that, I’ll know a lot more about how the car feels with the new setup.
HMRC Failings
Posted: Thu 5 November, 2015 Filed under: Customer Services, Cynicism, Domestic, HMRC, News, Thoughts Leave a comment »This week, MPs declared that HMRC is still failing taxpayers in umpteen ways – which is no surprise to anyone who has to deal with them on an even vaguely regular basis.
Now that I’m doing the self-employed thing, I’ve spent more time than I should on the phone to the idiots.
From the article
In 2011-12, HMRC answered 74% of calls from the public, but by the start of 2015, it only answered 50% of them, the MPs said.
Honestly, I’m amazed it’s as high as 50%…
Replacing Devices
Posted: Tue 27 October, 2015 Filed under: Customer Services, Domestic 4 Comments »Over the weekend, I noticed that something was wrong with my iPhone. The display had started to rise away from the case, and wouldn’t go back down. It was all still working fine – but it was definitely an indicator of Something Wrong.
I didn’t get a chance to sort it yesterday, but went in to my local Apple store today. Being half-term round here, they were pretty busy, so I made an appointment to come back in 90 minutes time – although they would send me a text when they were ready, and I could walk back to the store and get it checked/sorted.
It turned out that, for whatever reason, the battery had ‘swollen’. It turns out that this is a known issue (although my phone was purchased a bit later than the timescale in that story) and the store dealt with it quickly and efficiently.
Basically, I left the store with a brand new phone of the same model/capacity. And because of the automatic backups it runs every night, I didn’t lose any data at all, either.
I can’t deny, I’m pretty impressed. The original phone was near-as-dammit two years old, so I was expecting to pay something for a replacement. That would’ve been fine with me, but no. I’ve got a brand-new phone, and it’s cost me nothing. That’s pretty good customer service.
Privacy Breach
Posted: Wed 2 September, 2015 Filed under: 1BEM, Agency Idiocy, Business, Corbett, Customer Services, Geeky, Laziness, Marketing, People, Stupidity, Thoughts Leave a comment »Yet again, today there’s a story about another place revealing a confidential list of customers in emails – and as usual, in what’s known as a Corbett round here (courtesy of a certain Irish marketing person) it’s looking like the leaker sent the email using CC instead of BCC.
In this case, the information is even more sensitive than usual, as it’s people who’ve used a particular STI clinic in London, and may have also revealed their HIV status. Oh, bloody whoops.
It amazes me how often this seems to happen – and how easy it should be to fix.
The first answer is, obviously, train people.
But after that, it’s about defending against laziness and stupidity. But even that’s pretty easy.
All it really needs is a block on recipients in CC. If you’re sending an email and it’s got more than (say) 10 addresses in the CC field, it simply asks if you’re sure you want to send it with those people in CC rather than BCC. That’s an email-client thing – but is easy to do.
It can’t be that difficult – my own email clients all already ask if I want to send an email with no attachments if the message contains keywords like ‘attached’ or ‘CV’, after all.
A similar thing could be done on the mail-server as well – put in a rule that if there’s more than [defined limit] of addresses in the CC, it doesn’t send without an authorisation, an acknowledgement that this is OK.
There will still be the odd blithering fucktrumpet who manages to send out a whole mailing-list in CC (or even To) – but at least make it harder for them to do so.
Surely that’s not asking too much?
Shoe Issues
Posted: Mon 24 August, 2015 Filed under: 1BEM, Charm School, Customer Services, Domestic, Getting Old(er), Health, Milton Keynes, Stupidity Leave a comment »Since doing the 10km walk for Marie Curie, my feet have been having some issues, which have been no fun.
In the preparation for the walk, my feet had gained some hard skin areas, which – like a twat – I’d picked apart. To stop them from hurting or getting worse on the walk, I put on a couple of blister plasters – whose glue melted off during the walk, and actually caused the blisters I ended up with. Oops.
The blisters cleared up and healed quickly, but left some weaker spots of skin, which have then been a bit of an issue.
Basically, the Cat boots I’ve had this year haven’t been anywhere near as good as usual, and the lining had dissolved in places – again, causing blisters in the bits that rubbed, and those weaker spots of skin. Because I’d bought them from Schuh, I was able to take them back to the store, and they’ve exchanged them for a new pair without question – which is pretty stunning customer service, in my opinion. However, because they’d died, I had worn an older pair for the day – and that exacerbated the problem tenfold.
Because I’m an idiot – so I’d walked a lot in those old, old boots, with their worse wear. I didn’t think anything of it ’til the end of the day, when I got home – at which point I had blood-filled blisters on blisters. Pretty skanky, and very sore. As a result, yesterday I spent the day doing amazingly little, and just giving my feet some recovery time. Which seems to have been a fairly good plan, all things considered. I didn’t even do half my normal walking for the day – which I feel bad about, but at least it was for a vaguely good reason.
All this has been within a couple of weeks – it’ll all heal, but it’s been a painful time because of my own stupidity (and some ropy build quality along the way).
So really this post is just a reminder to future me to not be such a fucking idiot, and to take more damn care of my own feet.
And that’s it.
Changing Meters
Posted: Wed 12 August, 2015 Filed under: Customer Services, Domestic, Getting Organised, nPower, Single Life, Utilities Leave a comment »Over the last couple of months, I’ve been – again – having issues with nPower and their circus-clown cohorts, Lowri Beck. I’ve written about this before, where they had said they hadn’t been in my house for four years, despite being supposed to be checking things at least once a year. (And having supplied meter readings to nPower – so fuck knows how they managed that without having been in the house!)
Anyway, when they did come round back at the start of July, it turned out the electricity meter was fucked faulty, and so needed replacing. Fortuitous timing, as it’d been OK two weeks previously, when I took a reading from the damn thing.
The problem – as usual, with Lowri Beck – is that their meter replacement teams don’t work weekends. And nPower won’t do anything to compensate their customers for having to take time off to replace a meter (or anything else), even when it’s at nPower’s behest. All of which left us at a bit of a standoff.
Eventually, having progressed through the layers of nPower’s customer services section, I finally got to speak to someone who had the power/rank to be able to book in a job for a Saturday. It was still a bit random, as more urgent jobs would take precedence over a lowly meter reading – but it got done. And only one cancellation before the person came out to do the job.
Because Lowri Beck couldn’t organise a piss-up in a brewery, the fitter had actually come from… London. All the way up to Milton Keynes – so was only able to do one other job on the same day. It does make you wonder just how Lowri Beck stay in business, when they’re that disorganised and cretinous.
Anyway, an hour later, I’ve got a new – well, new to me – meter, and we can hopefully start seeing something approaching account normality.
Mind you, they did still manage to mis-enter the supplied readings from the new meter, and would’ve over-charged me quite significantly if I hadn’t been keeping an eye on the account…
Clowns, the lot of ’em.
Back on the Road
Posted: Sun 12 July, 2015 Filed under: Car Repairs, Customer Services, Domestic, Finances, Getting Organised, Milton Keynes Leave a comment »Following on from last week’s fun, I can confirm that the Saab is back on the road and (so far) sounding and running OK.
It’s done a couple of decent(ish) runs, although for the moment it hasn’t had my semi-traditional post-serious-work run down to Devon and back. (Yet)
It’s not been cheap, but I’m happy with the decisions and work. Of course, that might change if the damned thing goes ker-fut again tomorrow, but for now I’m happy with how it’s all gone.
Ker-Fut 2 – Getting to the Garage
Posted: Mon 6 July, 2015 Filed under: 1BEM, Car Repairs, Customer Services, Domestic, Driving, Getting Organised, Insurance, Milton Keynes, People Leave a comment »F0llowing on from Friday’s car issues, it’s been a semi-eventful weekend.
When I got home on Friday, my first job was sorting out a hire car for the coming week (possibly two) as I’m all over the place. That got sorted relatively easily – one place was closed, and I’d have had to call their Glasgow office to try and find out what was available (a ridiculous state of affairs, and frankly, fuck that) and the second one, while closed, enabled me to book a car to be collected the following morning, in a dead easy process.
And then it was a small case of hunting for the necessary identity documents. Driving licence (and the new necessary code from DVLA for the online driving record – needed since the paper part of the licence is now outdated) was OK, as was passport – but finding documents to prove address were somewhat more difficult, as I now do all my bills online, so rarely get anything “official” through the post. (As an aside, I wonder how that will change things over the next couple of years, as more and more paper-based stuff is removed/reduced/made into a cost) I did find the necessary bits in the end, but it’s getting to be more hassle than it should be.
Collecting the car (a new Vauxhall Insignia, which is not at all bad, as Vauxhall’s go) was an absolute doddle. The place is quite new, but was really a case of walk in, do the paperwork, check the car, bugger off. All told it was less than 30 minutes – fairly impressive. Because I’d used the same company before (when the Mondeo died on me) I had a lot less ID-checking to do – which seemed odd, as that was two-and-a-half years ago, and lots could’ve changed since then – but it was a nicely painless experience all round.
I’ve plonked about with it a fair bit over the weekend, and yeah, not bad at all.
I’ve also been looking at replacement vehicles – I suspect the Saab has blown up significantly, and will be more to repair than it’s worth, so I’m sounding out alternatives – and there’s a couple I’m going to check out this week, once I know more about the state of the Saab.
And then we come to getting the Saab to the garage. I’d thought a lot about this, and decided that the best plan would be to drive it (slowly, and along backroads) to the garage on Sunday, avoiding all the heavy traffic and any potential issues. If it died, well, I’ve got recovery as part of my car insurance. I left it ’til later in the Sunday, rather than trying to do it while people were still going shopping and so on. I did have my doubts about the plan – but figured it was infinitely better than trying to do it on Monday evening, let alone Tuesday morning!
Anyway, set off lateish on Sunday afternoon (about 5.30) and it was all fairly successful. I got most of the way fine, but then it did die out properly, so I had to do the recovery thing. In fairness, even that ended up going really smoothly – the recovery vehicle turned up within half an hour, and took me to drop the car off at the garage. (I was actually really lucky, because one thing I hadn’t taken into consideration was the fact it was the Grand Prix at Silverstone, so traffic and breakdowns were greatly increased later on!)
Then it was just a case of dropping off the keys, and getting a cab home – all told, I was home by 8pm, which wasn’t bad, when everything was taken into consideration.
Weekend of Quiet – the nPower farce
Posted: Thu 2 July, 2015 Filed under: Customer Services, Cynicism, Domestic, Getting Organised, House Work, nPower, Utilities Leave a comment »As I said earlier, the only scheduled thing for the weekend was a visit from Lowri Beck, the clowns who are nPower’s third-party partner in the area – who needed to check my electricity meter.
Supposedly they legally *have* to do this once a year – and they allege they haven’t been inside my property in four years (i.e. before I even moved in), so it’s hardly a legal requirement in the first place. Saying they haven’t had access is utter bollocks, by the way, as someone from the company was in there to check the gas one a month ago, and I’ve had people from the same company in to do readings before (except they then lost them, due to being useless cunts)
Anyway, the guy turned up, and in his most helpful manner said “Oooh, that’s not good. How long’s it been doing that?”. To which, of course, I said “Doing what?”, as I’m not a fucking mind-reader, and couldn’t tell you one end of a meter problem from the other. “That” he says, and points at the meter. “Go on, give me a clue.”
Turns out, there’s a flashing light that says “I need replacing”. It wasn’t there two weeks ago when I took my own meter reading, but now the clowns are here, we get the full circus lights. *sigh*
So – I now need to get a replacement meter.
But in a fit of truly inspired crap customer service, Lowri Beck’s installers only work Monday to Friday, 9-5. So to get a new meter, I’m going to have to take time off work, costing me money for something that’s entirely not my fault. And nPower won’t offer any alternatives, compensation, or understanding. (Which is no surprise whatsoever)
I’ve got it booked in, but it looks like it may just be time for yet another fight with the asshats at nPower. Oh goody.
A Very Good Deal
Posted: Sun 3 May, 2015 Filed under: 1BEM, Customer Services, Domestic, Finances, Getting Organised, Shopping, Weirdness Leave a comment »Over the weekend, my toaster finally died. (You can tell this one’s going to be interesting, can’t you?) It’s done fairly well, daily service for three years, if not more. Over Easter it had started playing up, but then on Saturday it gave up completely.
So – off to the retail superstore of gloom. (It’s closest, I couldn’t be arsed with faffing about too much, and I had some vouchers to use up)
I had a look, and decided on this one, mainly because it’s purple – I’m shallow like that – and because it was £10 off the marked price, so £40 instead of £50. Fair enough.
But when I got to the tills, it scanned at … hang on … £19? OK, I’ll check it with the customer services, but that’ll do.
As it was, I also had a number of vouchers (all in “You would’ve saved £x at a different store, so here’s the difference” price-match vouchers) that came to £25. So I effectively ended up with Tesco paying me £6 for my new toaster…
I don’t know quite how it all worked out like that, but I’m not going to complain.
[Additional] : When I went to customer services to check, in case a) the price was wrong or b) their system was wrong, I waited ages to be seen and then the person involved said “Oh, for electrical enquiries you’ve got to go back upstairs and ask them“. To which my thought response was “Fuck that, if you can’t be arsed to check it, I can’t be arsed to report it any further“.
So – a nice new toaster for the princely sum of minus six pounds. I can live with that.
Sick Day
Posted: Thu 26 February, 2015 Filed under: Customer Services, Domestic, Driving, Getting Organised, Health, People, Weirdness Leave a comment »Following on from yesterday’s post, last night was vile. I won’t go into details – safe just to say it was bad.
Anyway, as a result of that, I took the decision that I’d take today as a sick day, as I wanted to visit the GP (among other things) and generally Not Do Much. Which was a mistake.
The GP – as usual – was fucking useless. Having waited 90 minutes to see the incompetent git, I was in the room for less than five minutes. I explained that I’d spent most of the night with an insanely sore throat – to the degree that I thought it might end up being tonsilitis – , and coughing up big green lumps. He checked my throat and decided that it wasn’t tonsilitis. Fair enough – I know fuck-all, so I bow to their supposed knowledge. But at the same time, despite being told I’d coughed up a ton of crap, he still didn’t bother to check my chest at all – something you’d think would be pretty elementary.
And the final verdict? “Nothing I can do, take some paracetamol, and maybe Neurofen if you feel the need”. That was it. Useless shyster bastards. (And yes, there’s another complaint in with the practice manager)
After that, I went back home, still feeling like shit – only also feeling annoyed. Never a good stage in the day.
Within half an hour, there was a crunch of noise outside, the sound of plastic and so on getting splattered down the road. It didn’t sound promising – and I had a nagging feeling…
Yep, a driver had managed to smash off the door mirror of my car – which was all parked up, in the same place it usually is. Oh fuck.
In fairness, she’d stopped, and was seeing what had happened. I know any number of people wouldn’t have even slowed down, let alone made an effort. So you know, fair play on that score. She was a very new driver, had misjudged the width of her car while another one was coming the other way, and smack. It could’ve been so much worse – so, so much worse – and she was properly upset.
I spoke to my Saab garage, and got a price for the replacement mirror, and we exchanged details. I showed them where I lived, and all was well. A bit later, her dad came round – in a good way! – and we discussed it, that she was a new driver, and if we did this through insurance, it’d hit her very hard, for something that really wasn’t worth that much money. I’m fine with that – I’m not going to penalise the poor girl for something, when she didn’t even have to stop – and I think it’ll all work out by people dealing with it as adults.
And so I’ve ended up, on my day at home and feeling crap, going over to the Saab garage, getting things sorted – and as it turned out, actually getting a replacement mirror far, far cheaper than I expected. Basically, they’d got a silver car that they were stripping for parts, and I got the mirror. The colour isn’t a precise match, but I don’t give a shit about that.
The full replacement should’ve cost £300, with labour etc. on top of that. The swapped part has cost me £100 including labour, and took less than an hour from start to finish. I can’t deny, I’m pleased with that, and well chuffed with the garage – they’ve always been good with me, as has been shown by what they’ve done today.
It’s all worked out OK – but for a day doing nothing, it really hasn’t been all that successful…
Change is Gonna Come
Posted: Mon 16 February, 2015 Filed under: 1BEM, Customer Services, Cynicism, Domestic, Finances, Getting Organised, nPower, Utilities Leave a comment »As per comments on the previous post about my asshole energy suppliers, I will definitely be looking at changing them this year.
However, because of the ongoing billing fuckups, right now I have no decent figures for comparison purposes. I’m sure I’m not getting a good deal from the cockwhistles at nPower, but I don’t actually know for sure how bad the deal is. I haven’t had a clear and accurate bill in nearly three years – which makes figuring anything else out into quite a struggle.
As always, I don’t see the point in changing anything until I know I’m getting a better deal – so for now I’ll be keeping things with nPower.
However, that’s only for the next couple of months, during which time I’ll be keeping an eye on actual usage and what I’m paying. Once I’ve had the next bill, and know more about the usage and expectations, I’ll be able to make a far better estimation of what I’m spending versus what I could/should be spending.
And from that point, I’ll then have to decide whether I’m going to stick with [current location] for at least another year’s tenancy. If I am, and there’s a good offer around, I’ll swap. Until then, it’s going to be about making sure I’ve got the figures to back up the decision one way or t’other…
Energy Madness
Posted: Sat 14 February, 2015 Filed under: 1BEM, Customer Services, Domestic, Finances, nPower, Stupidity, Thoughts, Utilities, Weirdness 2 Comments »Since moving to the new (current) place, I’ve had an ongoing (and too depressing for words) set of issues and disputes with nPower. These have included, but not limited to
- Not having the correct name on the account for eighteen months, despite repeated requests to change it
- Losing documentary proof (including my tenancy agreement) of my address. Originals were insisted upon, sent recorded delivery, signed for, and then lost. Hard to place blame anywhere except nPower
- Billing issues – my bills went up, down, sideways, and every way except correctly
- Misrepresentation – sending a meter reader into my house under the guise of being someone to do ‘legal gas meter checks’. (This was also while the bill/account was in the wrong name, so there was also some issues legally around that)
- A meter reading done by a representative of nPower, who then managed to register that reading to a completely different address, and denied ever having done one for this house. (Despite his having done readings/visits recorded to every other house in my block at the same time)
So it’s fair to say that I regard nPower as incompetent useless dickwhistles at the best of times.
Today, though, has taken it to a whole new level.
Things have settled down somewhat, and on Tuesday I gave them a meter reading directly through the website. At that point, my account was £1.62 in credit. Happy day, all well and good.
Today I logged in for a quick check. £595.82 in credit. Um, what? So I look, and it’s got four cancelled bills, adding up to the amount in credit. Four bills I’ve received, and paid. Now cancelled. File under “Fuck, What The”
So I gave them a call. The first incompetent managed to put the phone down on me. So I called back, and finally got through to one of the (few) efficient and competent individuals who work at nPower. (I’m quite sure she won’t last long, having been actually pleasant and competent)
It turns out that – once in receipt of a valid meter reading – nPower cancel out all the estimated bills back to the previous correct reading. They then recalculate all those bills with the correct figures (although technically they must still be estimates of what was used, averaging out the figures over the number of bills) to bring everything back up to date. So for however far back, the bills get cancelled – despite having been printed, posted and paid – and then recreated. Then I’ll know what I need to pay to be up to date.
Except of course that they’ve also got to send out all those new bills. So next week I’m going to get five bills from nPower – the four reconstructed ones – as well as the one to bring me up to date.
Now, I realise that this is something that’s required by the energy regulator – but does it strike anyone else as a completely fucking barking way to run a business?
Peter Gabriel – Wembley SSE Arena
Posted: Thu 4 December, 2014 Filed under: Domestic, Gigs, London, Reviews(ish), Wembley Stadium Parking Leave a comment »Last night, I went to see Peter Gabriel at the SSE Arena in Wembley – not a venue I’d been to before.
In fact, having seen the changes around Wembley, I realised that it must be a good four years (and yes, it turns out it was September 2010 to see Muse) and there’s a lot of new stuff gone up in that time. Not least a whole set of shops – sorry, a ‘retail village’ – and eating places etc., which is pretty welcome when you consider how poor the facilities of the area were for that kind of thing when I was there last.
Anyway, rather than use the godawful parking this time, I opted for parking further out (Watford, to be precise) and taking the tube in to Wembley. It actually worked out really well, despite me ending up using Watford station itself, rather than the intended Watford Junction. I blame a) stupidity and b) having one of those wavering decision processes of mine, of not being sure which station I’d use. So I ended up going to a station I hadn’t intended to use, but it working out as being for the best. Such is life sometimes.
I didn’t write beforehand about seeing this gig, because well, my attendance record with Peter Gabriel gigs isn’t really that good. I was determined to go to this one, but that doesn’t always equate with it actually happening, sad to say.
Anyway, for this one I did get there- and in tons of time, too. Watford’s a shithole for getting round (although some of that’s due to my own stupidity and crap timing, getting there just as most people were leaving) but once I got there all was easy.
And the gig itself was brilliant – thoroughly enjoyed all of it. It was billed as a gig in three sections – starting with an acoustic, going on to the electric (and super-loud) section, finished up by a complete play-through of the “So” album in it’s entirety, and in the order it was originally supposed to be. And it did all it was billed to, and more besides.
As always, the lighting and staging was innovative, in the same way that Nine Inch Nails gigs tend to be – in this case, making a lot of use of small video cameras on all the players, and five lighting rigs on counterbalanced dollies that could move around the stage, controlled by stagehands. Very very impressive – and reminiscent of the Martians in War of the Worlds (which I’m seeing at the O2 in ten days time) in how they loomed over the stage and seemed almost animated.
Getting home afterwards was pretty much a doddle too – out of the Arena, up to the nearest tube station, wait for the correct train back to Watford, and then drive home, straight up the M1. Ninety minutes door-to-door. On evidence of the last time I went to Wembley, in that time I wouldn’t have even got out of the car-park in that time, so all good.
Christmas Parks
Posted: Mon 24 November, 2014 Filed under: Advertising, Charm School, Customer Services, Cynicism, Festering Season, Marketing, People, Stupidity, Sweary Leave a comment »
I don’t know when/why it started, but it now seems that part of the media’s Christmas tradition is to have a report/story about a “Christmas Park” that opens in November and closes down after one day because of its general shitness, and the resultant litany of customer complaints.
This year, the ‘honour’ has apparently gone to ‘The Magical Journey‘, which was designed/proposed by arch-tossrag Laurence Llewelyn-Bowen
But really, what does anyone expect? These arseholic fucktrumpets are paying up to £20 a head to go and ‘see Santa’ – in November, in unseasonably warm/mild weather – and then get upset that it’s muddy, that they’ve got to queue for ages to see sodding Santa, and that really it’s all – gasp! – a bit shit.
Rather than talking to Trading Standards, I’d suggest probably getting mental health professionals involved, and getting every single one of those paying customers to take a good long hard look at themselves. For fuck’s sake.
Perfect Timing
Posted: Thu 31 July, 2014 Filed under: 1BEM, Customer Services, Cynicism, Domestic, Insomnia, Sleep - or lack thereof, Sweary, Technology 4 Comments »On a totally different note, why is it that batteries in smoke alarms and CO2 detectors *always* need replacing at 4am?
Bastard bloody things.
Still, at least I now know – not that I had any doubt, and I certainly didn’t need any proof – that I can’t sleep through a CO2 alarm.
(And of course yes, I can now – because I pulled the dead/dying batteries out of the fucking thing)
Serviced
Posted: Wed 11 June, 2014 Filed under: Customer Services, Driving Leave a comment »The Saab went in for another service this week – nothing major, just another 10,000 miles and nagging for the service. I knew that last time they’d said about a couple of small things that needed doing (replacement brake fluid and the like) and that was it.
The Slab has been one of my better purchases, in fairness. It’s an old boat of a thing, but it just shrugs off the miles and does really well.
As it is, when I bought the Slab the price was £1,000, and I got about £700 back in various guises (sale of the Mondeo for spares/repair, refunded road fund tax, so on and so forth). The garage I use would pay me £2,000 in part-ex (and will almost certainly buy it for spares etc. if it dies in a spectacular fashion like Mondeo did) so it’s already a good deal.
As it is, with the most recent service I’m back up to having spent about £1,000 on it all told. Three services (one major at 100,000, two minors – for some reason Slabs are maintenance-heavy, which I didn’t know), replacement brake discs, and that’s it.
Yes, a pretty good deal.
Connected? Maybe
Posted: Thu 1 May, 2014 Filed under: BT, Customer Services, Domestic, Utilities Leave a comment »Following on from the last couple of posts about my connection, the guy from BT came out today and all seems to be well.
A new master socket appears to have fixed things – which is better than I was expecting. I’d kind of thought it was likely to be a replacement cable, but thankfully that doesn’t appear to be the case.
Of course, time will tell – if we get another weekend of vile weather and the connection starts dropping again, then we’ll be back to Square One.
Connected? Revisited
Posted: Wed 30 April, 2014 Filed under: BT, Customer Services, Domestic, Technology, Utilities Leave a comment »Back at the start of March, I was having issues with my Broadband connection, which BT was doing a fantastic job of avoiding. Because it would’ve cost me significant amounts of money to take the day off and wait for BT to chuff about investigating. Besides, while the weather’s been fine it hasn’t been that much of a problem.
So I’d postponed the appointment, BT had promised to make it again – and hadn’t. Quelle surprise.
Last week it got worse again – ‘coincidentally’ after it had pissed down with rain – so I got back on to BT. We went through all the rigmarole again, including dealing with similar levels of understanding (or lack thereof) from the first-level support people. It amazes me just how effing dumb their script is, and how incapable they are of deviating from it when they’ve already been given the relevant information.
Still, one conversation with the supervisor/manager later we got progress, and my line being monitored (again) for 24 hours by second-line support.
They’ve called today, and confirmed that (yet again) my line is shit. This time, because I’m working from home, there’s an engineer coming out on Thursday to fix it. There’s still been all the bollocks about “If it’s a fault inside the house you’re liable for it”, but I’m pretty damn sure it’ll turn out to be an external issue. Anyway, we’ll find out soon enough.
And after that I suspect I shall be having words with them about why it’s taken five months to fix a problem that (I predict) required no access at all to my house.
Parking Mad
Posted: Thu 24 April, 2014 Filed under: 1BEM, Commuting, Customer Services, Cynicism, Driving, Parking, People, Thoughts, Weirdness Leave a comment »At the moment, the BBC has a documentary series on about Traffic Wardens (Parking Agents, Collection Agents, whatever else you want to call them) called “Parking Mad” and it’s been pretty interesting.
What I find most interesting is the people who don’t pay their parking fines, then get all snotty and sweary about it when the costs for it go up and up.
No matter how paranoid you are, I think the great majority of parking wardens just give tickets to people who’ve overstayed their tickets, not bothered, or are parking like cunts in the first place. I’ve spoken to a fair few over the years (I’m a twat for talking to just about anyone) and haven’t ever really come across a bad one. I’m sure they exist, don’t get me wrong – I just don’t believe every one is a bastard, or hates every other driver.
So if you’ve got a ticket- and again I emphasise that this is In My Experience Only – the odds are that you’ve fucked up and done something wrong. The ticket is going to cost you £30 to pay in the next 28 days, or £60 after that (and with extra costs the more they have to do to recover it) – so just sodding pay it. It’s a fee for fucking up.
I think I’ve now had four parking tickets. Two in Cambridge (where I’d be the first to admit that I pushed my luck anyway, and/or forgot to renew the ticket at the end of its duration) and two in London when I was commuting, and had a brain-fart about paying the ticket. The London ones were a pain, because you couldn’t buy the ticket before 9am- not from the machine, not online. I *know* it was a plan to get more people to forget to pay it, and thus do the tickets. But in six months, I forgot a grand total of twice.
I just don’t get the point of not paying a ticket – you know you’re going to lose anyway, so you might as well get it paid while it’s cheap. Even if I were going to protest it, I’d pay while lodging the appeal. (Unless it’s better to not do so – I don’t know, never had to do it)
The programme seems to specialise in these ball-bags who park like twats, make a mistake, and then blame everyone but themselves. Of course, they don’t pay, and then bitch even more when the bailiffs come round (or stop them in the road) and charge £500 for what could’ve been dealt with for £30.
I’ve said many times that there’s whole heaps of stuff about people that I simply don’t get. Parking tickets are just one more facet of that lack of knowledge/understanding.
Notebooks
Posted: Tue 8 April, 2014 Filed under: Customer Services, Design, Domestic, Geeky, Reviews(ish), Stationery, Thoughts, Work-related 2 Comments »
One of my loves is – as sad as it sounds – stationery. Pens, Inks, and particularly note-pads of various types. I use them a lot in my work, taking notes, keeping track of ideas and projects. Well, that’s how I justify things, anyway.
Recently I’ve been getting savage temptations from a company called Bureau Direct, who have a huge range of everything I love using. I’ve been impressed by their service, their range, and the speed and efficiency of their service. Sadly, their weekly promotional email is like temptation itself.
The most recent addition to my collection arrived over the weekend – a pack of three limited-edition “Field Notes” notebooks called “Shelterwood“.
They’ve managed to get a fine layer of American Cherry wood as the cover – I have *no* idea how they’ve managed it, but they have. The covers are still flexible, but they’re a razor-thin laminate of ‘proper wood’. Naturally, all the covers are different (as you’d expect from wood) and they’re ace. The books aren’t as big as I’d thought they might be – about A6, I’d guess – but that’s fine, and makes them different from my normal notepad-size too.
It turns out that Field Notes do these limited editions on a regular basis – I suspect I may end up with more…
Skyline
Posted: Sun 16 March, 2014 Filed under: Central Bedfordshire Council, Domestic, Driving, Green Leave a comment »Last week, there was a new addition to the skyline at home – and for a fair dollop of the surrounding area.
It’s obviously been planned for a while, but it’s really only been in the last month that I’ve seen a new wind turbine being erected at the Forestry Centre. It went up mid-February, but the turbine blades were only added last week, which is when it became truly noticeable. (There are chimney stacks around the place, so the initial turbine stalk didn’t stand out as much)
And now it’s visible – for quite a distance. I can see it as I come in past Bedford, and also as I come over the hill in the other direction. It’s pretty impressive.
Fortunately, I like wind turbines – I like the sight of them, and the sound. But I’m willing to bet there’s some NIMBY bastards who’ll complain about it.
Captive Audience – Anti-Piracy Ads (Updated)
Posted: Sat 4 January, 2014 Filed under: Advertising, Cinema, Customer Services, Cynicism, Films, Thoughts Leave a comment »Back in October 2012 – fucking hell, is it really over a year since I wrote it? – I wrote about cinema adverts for anti-piracy, which really annoyed me. Basically, the ads are aimed at stopping film/video piracy, but were only being seen by people who’d already paid for a ticket, and were thus – um – unlikely to be pirates in the first place.
The even greater irony being that, of course, pirated films don’t have the anti-piracy adverts on them. (Which I can only see as a plus point for pirated films, to be fair)
Anyway, it occurred to me this week that actually, I haven’t seen one of those adverts in a few months – which is no bad thing.
Maybe all the complaints I made to Cineworld about them have paid off. And if that’s the case, maybe it’s time I start complaining about the bloody awful ones for EE, starring Kevin Bacon. After all, all they do is add EE to the list of people I will never, ever give my money to.
Cinematics Followup
Posted: Tue 31 December, 2013 Filed under: Business, Cinema, Customer Services, Domestic, Marketing, Seeing Films, Thoughts Leave a comment »Following on from yesterday’s post about this year’s Cinema viewings, a couple of things were explained to me outside of D4D™ about how Cineworld make their money on Unlimited Tickets.
The main profit-engine – and one I’d never even thought about – is based on attendance. As I understand it, Cineworld pay [whichever movie distributor] based on a percentage of gross ticket sales per week. However, Unlimited card-holders mean there are bums-on-seats that never show up as ticket sales. That £16 per month is pure gravy for Cineworld, and significantly reduces the amount they have to pay to movie distributors.
Apparently, a Cineworld cinema only needs to have 1,000 Unlimited card-holders to break even for the year. It’s that cost-effective.
Then there’s the secondary profit-engines…
- They get customer data – linked to specific customers – of viewing preferences, linked sales, attendance etc. That’s useful for many many reasons
- The extras (as I’d always suspected) – even with the discount from the ticket, you’re still paying much more than you would anywhere else for drinks etc.
There’s probably others as well, but they’re the main ones. It gives an interesting perspective on business etc.
Errant
Posted: Sat 28 December, 2013 Filed under: Business, Central Bedfordshire Council, Own Business, Pedantry, Work-related Leave a comment »Over Christmas, my local council provided a wonderful example of why you should always double-check things – preferably with someone literate.
Yep – errant apostrophes all over the Festering Season.
As always, it’s the result of letting their website be managed by individuals rather than a team who are actually capable of things like proof-reading, literacy and the like. But it’s not a good thing at all.
Those Tyres
Posted: Tue 17 December, 2013 Filed under: Commuting, Customer Services, Driving, eTyres, Getting Organised 2 Comments »As you probably already know, over the weekend, I got my car fitted with two new front tyres by eTyres. (This is relevant later)
What I didn’t know – and what Blue Witch pointed out in her comment on that post – is that actually, this isn’t the best plan when the car is a front-wheel-drive car. Basically, it means that the tyres with the best grip are on the driving wheels, and you’ve no way of knowing if the rear tyres are losing their grip, particularly in snow, ice, or heavy rain. So on a front-wheel-drive car, the tyres with the best grip should go on the rear tyres – meaning eTyres should’ve swapped things round, replaced the rear tyres with the new ones, and put the used rear tyres on the front wheels. (The eTyres fitter even confirmed that the rear ones will be OK for a good while yet)
Indeed, as BW then pointed out by email, eTyres even carry this advice on their own website.
Yesterday morning I emailed eTyres about this…
I recently ordered two new tyres from eTyres, order ref [xxx] to replace the two front tyres on my front-wheel drive car.
I have since been referred to various manufacturer information that says that on front-wheel drive cars, it is safest/best to have the new tyres on the rear wheels, and in a situation like mine, to move the used-but-safe rear tyres to the front, replacing the rear tyres with new tyres.
Can you explain to me why eTyres
- Do not inform their customers of this
- Why their tyre-fitters do not recommend/do this ?
This isn’t a one-off – earlier this year I did the same thing with eTyres on a different vehicle (also front-wheel drive) and had no advice on how this work should be done.
This is also the recommendation of Kleber Tyres and Michelin – see point 6
I’m interested to know why eTyres apparently ignore such advice, and potentially endanger their customers as a result.
As yet, I’ve had absolutely no response from the useless fuckwhistles. If I haven’t heard by the end of today, I’m going to call up and make a pain in the arse of myself that way…
Pay and Display
Posted: Sun 24 November, 2013 Filed under: Customer Services, Driving, Parking, People, Thoughts 2 Comments »One aspect of living near Milton Keynes is that – in comparison to many other places – Milton Keynes is pretty damn great for parking. There’s lots of spaces, although the massive majority of them are Pay and Display. (for overseas readers, this involves buying a ticket for a period of time, and then showing it in the windscreen of one’s car) The rates are pretty decent – again, in comparison to many other places – and it’s easy.
Apparently there are 20,000 spaces – including 12,000 that charge 40p per hour, and another 4,350 ‘premium rate’ ones (which are right next to the shopping centre on all sides) at £1.40 per hour.
As well as the normal machines, there’s also now the ability to pay via mobilephone/smartphone using services like RingGo. (or alternatively pay by phonecall with a credit/debit card) It’s easy to do, and – I assume – most people would expect to pay to park, particularly if they live anywhere near-ish.
So why is it that whenever I go to Milton Keynes and park, there are always people who seem to be categorically incapable of using the parking ticket machines, amazed that such machines exist, disgusted that Milton Keynes charges for parking, haven’t got change, or can’t manage to pay by phone? None of it’s really a challenge, but it seems to be for many, many people.
Collect Plus
Posted: Thu 7 November, 2013 Filed under: Amazon, Business, Customer Services, Domestic, Kindle, Reading Leave a comment »
For returning the broken Kindle, this time Amazon made me use a new (to me) service called CollectPlus. (or Collect+, depending on whether you believe the URL or the logo)
Collect Plus have created a network of locations – usually corner-shops, garages/filling stations, newsagents and the like – where you can drop off a parcel for delivery. It is – I assume – a kind of private mail/courier company, the sort of thing that’s risen from the ashes of Royal Mail’s service (or lack thereof)
So far, from my side, it’s been a pretty positive experience. I went over to the local(ish) collection/drop-off point on Sunday – yes! getting a parcel sent on a Sunday! – and went through the necessary bits. I’d printed off the label from Amazon, stuck it to the box, and all was prepared. Then I simply gave it over to the person on the till, got my receipt, and job done.
I got the email today from Amazon to say that the parcel has been delivered to them – not the world’s fastest process, but it’s cost me nothing to do, and it’s all run pretty smoothly so far. It’s also been a lot quicker, easier, more effective and less painful than anything Royal Mail ever managed…
Kindle Replacement
Posted: Tue 29 October, 2013 Filed under: Customer Services, Domestic, Literacy 2 Comments »I’ve waffed on before about having bought a Kindle e-book – nearly two and a half years ago – and also about when the one-before-this-one broke, which is when I had to buy a replacement.
Much as I like using the Kindle in general, the display in particular seems to be pretty fragile. I suspect it’s because it’s a glorified LCD display, and they’ve always been a bit flaky on that score. I don’t know why they’re so breakable, but they are. I’m not at all heavy-handed with mine, but I’m on my fourth. (with, as below, a fifth soon to arrive) And that’s with having a decent protective case as well. I suspect there must be some kind of twist/flex that just does for them.
Anyway, over the weekend, the latest one – bought in June – broke. I don’t know what had happened to it, I took it out of my bag/backpack, opened the case, and the screen crystal was cracked. (i.e. the screen itself isn’t cracked, but the [whatever] film inside it is, so when I turn it on, half works, and half doesn’t)
Fortunately, Amazon’s customer services are excellent when it comes to the Kindle. (I can’t comment on any other eventualities, I’ve only ever used Amazon customer service when it comes to the bloody Kindle) I filled in the ‘Contact us’ form on the site, clicked “Call me now”, and they did. Straight through, spoke to someone, explained the problem. No quibbles, no hassles, they’re sending out a new one (due to arrive today) and I can then use the packaging from that to return my existing device – postage paid!
Of course, re-downloading all the content is still likely to be a pain in the tits (if the last time is anything to go by) but I can at least get on with doing that when I’ve some spare time.
In the meantime, I’m back to the printed word instead of the displayed. I’ve got to be honest, it feels a little bit odd.
Automated Projection
Posted: Mon 28 October, 2013 Filed under: Cinema, Customer Services, Domestic, Media, Seeing Films, Thoughts Leave a comment »Until recently, it had never occurred to me that most multiplex cinemas have now automated their film projection rooms. I still envisioned it as either being one-projectionist-per-screen, or (at worst) one-projectionist-per-[x]-screens. The only reassuring fact from this is that I’m obviously not the only one to have not realised. (As opposed to being (apparently) the only one to never click that James the Red Engine was ‘reddy for anything’)
But no, it turns out you’re very lucky if there’s a projectionist at all. It’s all programmed, automated, and generally human-free. They have been for (at least) five or six years now, apparently.
I don’t know why it hadn’t clicked for me, because looking back it makes total sense. If you’ve got a 16-screen cinema that is (apparently) only staffed by four spotty teenagers and a manager or two, why on earth would you expect it to then have 16 projectionists? (Or even 2, one per eight screens)
What this does mean though, is that if there’s a fault in the showing, no-one knows about it unless you go out and tell someone. There’s no-one in the room at the back, checking the quality. It’s all done automagically.
I’ve been in a couple now where the projection/showing has gone a bit tits-up – one with no sound, one where everything had a weird pink overlay to it. Both times the rest of the audience has sat there bitching, but still done nothing else, assuming (I assume) that the projectionist would “just fix it”. I just go out and let a member of staff know it’s kippered, which gets things fixed.
I wonder if the cinemas should actually do more to let people know about those changes though?
To The Ombudsman!
Posted: Mon 21 October, 2013 Filed under: 1BEM, Business, Customer Services, Cynicism, Domestic, Finances, nPower, Utilities 2 Comments »As nPower have today announced that the average joint-fuel bill will be going up by over 10% from December 1st, I’ve decided that I’m now definitely going to take my complaint to the Energy Ombudsman, and cost the fuckers some money.
Jesus christ, a 10% increase. Do they think people are made of money? Fucking hell.
I wouldn’t mind so much if there were any decent alternatives to change over to. Sadly though, they’re all as shitty as each other.
Utilities 7 – Water Meters
Posted: Mon 14 October, 2013 Filed under: Anglian Water, Customer Services, Domestic, Finances, Getting Organised, Utilities 2 Comments »[For the rest of the story, you can click here]
On Saturday, I was due to get my two water meters replaced with “Smart” meters by Anglian Water. Supposedly these transmit data, and mean they can be ‘read’ from the street, rather than needing access to the house in order to read them. It also replaces/removes the ‘outreader’ displays, which were supposed to do the same thing (or at least would if they hadn’t been installed by a moron) and which in my case were utterly screwed from the start.
Thankfully, the actual installation went OK – or at least seems to have done. The engineer turned up when he’d said he would, the work got done, he left, and there’ve been no water leaks since.
Of course, that doesn’t cover whether Anglian Water will actually manage to correctly swap the meters on my account, close the previous meters with the correct readings, or be able to read the meters correctly in future.
As I’ve recently had my half-year bill, that means this could still go on, as my next bill isn’t due ’til Feb/March 2014…
(And yes, BW, I have taken timestamped photos of the meters on installation, and also have a note in my little book about time/date/reading, just in case)
Utilities 6 – nPower Communications
Posted: Sun 13 October, 2013 Filed under: 1BEM, Customer Services, Cynicism, Domestic, Finances, nPower, Utilities 3 Comments »[For the rest of this one, click here]
Yesterday, I got a letter from nPower – addressed to the correct name, at the correct address. (This is actually noteworthy, as it hasn’t happened in the preceding eighteen months) It relates to the complaint I made about – um – the fact that they couldn’t (well, hadn’t) corrected my name and address on my account, despite repeated requests to do so.
Apparently, because they haven’t been in touch in so long since I raised the complaint, I can now speak to the Energy Ombudsman about it. (Which I threatened to do last month, when it all actually got sorted)
So. Should I do so?
After all, the complaint has actually been fixed, but it now looks as if their entire system is so broken that even though it’s been sorted – and the correctly addressed envelope proves it’s been sorted – it hasn’t been flagged on the system as sorted. Which really is pretty fucked, however you look at it.
I’m tempted to do so, and cost them some more money (apparently even registering an issue with the Ombudsman lands them with a fine) and see where it takes me…
Utilities Part 5 – More Metering
Posted: Sat 12 October, 2013 Filed under: 1BEM, Anglian Water, Customer Services, Cynicism, Domestic, Utilities Leave a comment »[You can read previous bits of this here, if you care]
This morning, Anglian Water are supposed to be (finally) fitting my two ‘smart’ meters. They’re due sometime between 8am and 1pm.
Whether they’ll turn up – and indeed whether they’ll get it right this time – as yet remains to be seen…
Utilities Part Four – Smart Meters Again
Posted: Mon 23 September, 2013 Filed under: Anglian Water, Customer Services, Domestic, Utilities 3 Comments »So yes, Saturday’s “installation of smart meters” with Anglian Water turned out to be an utter, total cock-up. About the best bit of the process was that they turned up here first thing, rather than leaving me ’til last thing in the day. Other than that, it was a total clusterfuck.
Despite no less than four calls between myself and Anglian, all of which saying “We’ll be installing the smart meters”, what they apparently actually meant was “We’ll be doing a visit to check that everything’s ready for when we install the meters”. In other words, all it involved was checking that what I’d said was right about the meters not reading the same as the outreaders (nice that they’re so trusting) and that the stop-cocks all work. And that was it.
Fair to say, I was pretty pissed-off. Not at the guy who came round – it wasn’t his fault that his colleagues are incompetent tossbags – but definitely at . It’s been listed now as a formal complaint, and I’m waiting to see what they’ve got so say about it all. Regardless, I see some more compensation in my near future…
Utilities Part Three – Smart Meters
Posted: Sat 21 September, 2013 Filed under: Anglian Water, Customer Services, Cynicism, Domestic, Getting Organised, Utilities Leave a comment »Today, as per the post from yesterday, Anglian Water are supposed to be here fitting new ‘smart’ water meters.
I’ve no idea when they’re coming – the timescale I’ve been given is “Saturday” – nor what will need to be done when they arrive. Nor even how long the work is likely to take. I will be clearing the areas around both meters, to make sure they’ve got easy access, but other than that, *shrug*, no idea what the plan will be.
As such, my Saturday is looking to be somewhat random. They could be here at 8, done by 9, and I’ll have the day to myself. Alternatively, they could get here at 4, be here til 6, and my day’s kippered.
Fortunately, I’m pretty laid back about it all, and not going to get stressed one way or the other. But it does strike me as a pretty shit way of doing business…
Utilities Part Two – Anglian Water
Posted: Fri 20 September, 2013 Filed under: Anglian Water, Charm School, Customer Services, Domestic, Finances, Getting Organised 2 Comments »Following on from yesterday’s post about nPower’s abysmal customer service, I’ve also been dealing with Anglian Water for far too long since moving in to the new place.
It’s not been anything quite as drastic as the farce with nPower – at least Anglian got my name right from day one. It’s just they’ve never managed to get my bills right.
Part of the problem is the metering setup. For some godforsaken reason, my house (and the others in my section) all have two meters: one for the main property, one for the separate outbuilding. This seems to cause them no end of confusion – my first meter reading, they managed to put the same reading in for both meters which overcharged me on one by some sixty units! Since then, despite no end of times telling them the outbuilding one only has a washing machine in it (and is thus epically low on usage) every damn bill or reading needs to be done twice, because they don’t believe the first one. (Personally I’m not keen on what this also says about their attitude to their own meter-reading people, but we’ll leave that for now)
Compounding this has been an ongoing issue with their ‘outreaders’ – little grey boxes that (supposedly) connect to the main meter, and mean the meters can be read without the person needing to access my property. Except that
- Some twat decided that they should both be situated within the courtyard bit between house and outbuilding. Yes, the bit with no access from the outside, without going through the damn house. #slow_handclap right there.
- At no point have the outboxes read the same as the actual meters.
I’ve had Anglian out twice to have the outreaders recalibrated to the meters now, so one would hope they were working. But no…
Back in July I had a meter-reading done. It was one of the days I wasn’t working, so that was fortuitous. And then I expected a bill – it normally comes in August. Nothing. So I called them this week to find out what was happening – the last thing I want on my record right now is a “late payment” flag, particularly for a utility company.
Only they hadn’t sent a bill. As usual, the outhouse’s meter reading had tripped all their flags, so they needed to check the reading. (Done by a person, don’t forget) I said I’d do a reading that evening, and then they could sort it out. I also said I’d do both the outreader and the meter itself.
Lo and behold, the outreaders are under-reading by about ten percent. The meter on the house says 98, the outreader says 88. The one on the outbuilding says 22, the meter says 25. Yep, they’re still buggered then. Don’t get me wrong, I don’t mind their readings under-reporting by 10% – except I also don’t want hassle at some future date when someone reads the meter instead of the outreader, and suddenly I’m getting hit (again) for 50 units more than I expected.
They’re now coming out on Saturday to fit two ‘smart meters’, replacing the existing meter and outreaders. Supposedly these ones upload straight to a website, so I can monitor the usage and see if there’s a problem. Considering the issues so far with them, you can be damn sure I’ll be keeping an eye on those reading for the rest of the year!
Utilities Part One – nPower
Posted: Thu 19 September, 2013 Filed under: 1BEM, Customer Services, Domestic, Finances, Getting Organised, nPower, Utilities 2 Comments »Since moving in to the new place, one of the banes of my life have been the utility companies for the property.
nPower in particular have been stunningly shit. It’s taken them eighteen months to get the name right on the account – the letting agency notified them of the change, and they did nothing. I’ve gone through the process no less than six times, sending ID and proof of tenancy, and it all disappeared into the black hole of “Fuck-All Happening” that seems to define nPower. Even their complaints team were so bad that they didn’t even call me within the expected timescale, despite repeated requests. The best one was emailing the proof documents the fifth time, putting on ‘read receipts’ etc., and getting one back saying “The message was deleted without being read“. That was when I started getting really pissed off.
Additionally, because of ‘moving to a new system’, they managed to not send me any bills – and not be able to send bills, because gawd knows, I asked! – for a year. I then got four bills in a day – all printed on the same day, all sent out, all for different amounts. And all with one week in which to pay.
It appears to have now been sorted. I totally lost the plot, and requested that they just send me a “we can’t be arsed to fix the problem” deadlock letter so that I could take it up with the Energy Ombudsman and get them properly screwed over. Suddenly I finally got through to nPower’s one efficient person, and everything was done within twenty minutes, with her not even being able to understand why it had taken so long. I think her phrase “Well I can see that someone put the documents in the system. They just didn’t bother to do anything else with them” pretty much sums up the entire painful process with nPower.
I’m going to wait for the next bill so I can see whether they’ve finally got things right or not. I’m remaining pessimistic for the moment, but who knows, maybe miracles do happen on occasion…
Replacement Card
Posted: Thu 29 August, 2013 Filed under: 1BEM, Customer Services, Cynicism, Domestic, Finances Leave a comment »On Bank Holiday Monday, I went out and about, and used my debit card to get some cash out of a cashpoint (ATM, Hole-in-the-Wall, whatever) at a branch of my bank. The card slot looked a bit odd, but both machines looked the same, and I know Barclays love to piss about with how their machines work. So I thought nothing of it.
However, about twenty minutes later I walked past a different Barclays cashpoint (why they’ve got them in multiple places in the town I don’t know, but such is life – this one was in the wall of a WHSmiths) and its card slot was different, and didn’t have the bits that I’d wondered about on the ones at the branch.
As a result, I called my bank, and cancelled the card. Bit of a pain in the bits, but far less inconvenient than the potential for losing money to dirtbags and having to find it. I was expecting it to be a week before getting the replacement card – that’s about normal, and didn’t cause me any real problems – but just a pain in the bum.
Anyway, I’ve got to say I’m impressed. The card arrived yesterday morning. Two days for production, printing, whatever, and sending. I know it’s how things should work, and it’s still pretty sad to be impressed by something that’s just being done correctly, but in this one, well, all fairness to Barclays, they’ve got something right.
Lack of Service
Posted: Sun 25 August, 2013 Filed under: Customer Services, Domestic, Public Transport, Travel Leave a comment »While out in the car today, I heard the weekend’s local travel news.
Among other things, it appears that there are no trains at all running between Milton Keynes and London all weekend, due to “Planned Maintenance”. On a Bank Holiday weekend, with things like Notting Hill Carnival, Leeds and Reading festivals, and many other things. So yeah, let’s cancel (or at least disrupt) all the public transport to get there.
Even London Underground is prone to it…
I know that the thinking on this is all that the long weekend means that work can be done without needing to think about the penalties and reimbursements that need to be made to season-ticket holders (which is why none of the planned work takes place on weekdays) but it still sucks balls for those of us who want to visit London (or even just go through it) on a weekend.
Replacement Glass
Posted: Wed 21 August, 2013 Filed under: Customer Services, Domestic, Driving, Insurance 8 Comments »Last week, when I was driving over for the interview in Cambridge, the windscreen got hit by a stone thrown up by the car in front. It chipped the windscreen pretty seriously, although it didn’t crack or break. It’s been annoying me since – it was right in my viewline – but I didn’t have a chance to get it repaired ’til today, due to doing lots more driving and commuting to office etc.
Getting hit by a stone like that is quite a sobering experience – or at least it is if you think about it a bit. You realise just how piss-poor your reaction time truly is. OK, it’s a closing speed of 140mph-ish (stone coming towards me propelled (I assume) at 70mph-ish from a vehicle travelling at that speed, towards a car travelling towards it at 70mph) but still, you see a blink of something coming towards you – indeed, in this case directly at you – and then the impact. You haven’t even had time to flinch. I assume that when it’s bigger items (you know, a car coming towards you, for example) you’ve had a bit more warning, a bit more time to prepare, but I don’t know. Honestly, I hope I never find out.
Anyway, this glass repair had to be organised through the insurance company this time, rather than the age-old technique of finding a company doing it in supermarket carparks. (It turns out that this used to be fine, but then became a nightmare of companies doing the same, invoicing insurance companies, and generally just all going to cock. Now the industry has entered the world of approved/preferred suppliers, organised through third parties etc. etc.) So all arranged for today.
They’ve tried to just repair the chip, but that hasn’t taken, for whatever reason. (Personally I think Saab glass has some weird coating on it that doesn’t like rubber suction cups. I know my SatNav has always had problems sticking to the glass, and on this occasion the equipment in use with suction cups was also failing to stick.)
So now I’m getting a full replacement windscreen. Bit of a pain in the tits, but at the same time I know there were other (far smaller) chips, so at least with a new screen it’s clean of issues and damage. I suspect it’ll be weird for a couple of days, having a completely clean screen. It won’t last…
Data Migration – Kindle
Posted: Mon 10 June, 2013 Filed under: Charm School, Customer Services, Domestic, Finances, Geeky, Getting Organised, Technology, Thoughts Leave a comment »By contrast to the ease of migrating data to the new laptop, resyncing a new Kindle is an absolutely shite experience.
The actual purchase/delivery of it is great – ordered on Friday, arrived today. But synchronising it is crap.
Rather than a simple “download everything” option – or even having a “download everything on this page” – you have to choose to download each eBook individually. Even on the website, it’s a list with individual controls. Not even a checkbox against each item and a ‘download all’.
Why? I’ve no idea. But it means that what should be a simple “connect this device to my Amazon account” to download everything becomes a nightmare of (in my case) roughly 1,000 mouse-clicks. That’s no exaggeration. I’ve got 260 books on my Kindle. For each one you’ve got to click on “Actions”, then “Download”, then Select the device (there’s only one device – at least fucking auto-select it!) . For each book.
It’s a truly painful and shit experience, and there’s an email going to Amazon to explain that.
Reporting Potholes
Posted: Mon 4 March, 2013 Filed under: 1BEM, Customer Services, Driving, Getting Organised, Pedantry Leave a comment »One thing I’ve become a bit of an arse about over the last few months has been reporting potholes and road damage to the local council(s).
I’m not the only one doing it, I’m sure – but particularly with Bedfordshire it’s interesting to see the speed of response from when I’ve reported stuff to when it gets fixed.
I’m drawing the conclusion that it’s down to me because in some cases I’ve left the report for a month or more, with nothing happening. When I report it, it gets checked and fixed quite shortly afterwards. Now sure, it could be that my report is the one that breaks the limit on reporting – but not every time, I’m sure.
I know that councils are reducing their road repairs as part of all this austerity and cost-saving bollocks, but it’s a false economy. The costs/claims for damage are a big factor – and particularly claims are more likely to be paid up when the pothole has been reported (but not repaired) because that shows more of a disregard for maintenance.
I’m not interested in that side particularly. I am interested in getting decent road quality without dangerous potholes causing issues – both to myself and others.
Metered
Posted: Tue 26 February, 2013 Filed under: Customer Services, Domestic Leave a comment »Well, that’s done.
I’m intrigued by how a twenty-minute job needs a slot of “12-6pm” to be booked in, but there we go, at least it’s done now.
Now, about that refund…
Water Works
Posted: Tue 26 February, 2013 Filed under: Bankruptcy, Customer Services, Domestic, Finances, Getting Organised Leave a comment »Today I’m working from home, waiting for Anglian Water to come and fix things.
It’s nothing major – well, it is, but it’s not like a water leak or anything. Basically, whoever installed the little grey boxes to ‘read’ the water meters (for whatever reason, this house has two) fucked it up – or the boxes are faulty – and have been reporting roughly three times the actual water use. Which, of course, I was getting billed for.
The last bill came in, and I queried the figures. Anglian had screwed up something else as well, just for chuckles, so the entire thing was nearly four times what the corrected bill is. Which is, needless to say, impressive.
Anyway, today they’re replacing both readers, and providing Anglian with correct ‘start-up’ figures, so hopefully from here things will be a lot more stable.
Needless to say, I’ll be keeping a close eye for a while on both the readers and the meters, making sure they match. And waiting for a significant refund.
Infamy, Infamy, they’ve all got it infamy
Posted: Mon 28 January, 2013 Filed under: Charm School, Customer Services, Cynicism, D4D™, Legal, Marketing, Privacy, Thoughts Leave a comment »Eighteen months ago, I had to issue a retraction of comments I’d made about the professionalism of a marketing manager and his company, due to some seriously heavy-handed legal threats from over the water.
As a quick “I wonder”, I did a Google search today on the name of the marketing manager and his company. And yes, D4D still comes up as the first result on Google for that search.
When you think about it, that’s really funny. (And is also what I warned them would happen when the legal people insisted I use his name as part of the apology on the title)
After all, this is a marketing manager of a major company – a company whose products also use the name D4D on some of them. He’s also always had the right of reply, I’ve never closed the comments on any of those posts. Nary an acknowledgement, not a rebuttal or apology for damaging the privacy policy of his own company, not even a “thanks for the apology”. Which, I suppose, shows the quality of the man.
And still, there I am, at the top of the search results.
It amused me, anyway.
Dodgy Taxi
Posted: Sat 26 January, 2013 Filed under: Customer Services, Domestic, Driving Leave a comment »On Wednesday, for reasons I haven’t yet written about, I had to get a taxi into Bedford in order to sort some stuff out. (I’ll write more about all that at some point soon)
The taxi was – to be blunt – fucked. It was a minibus-type, based on a Ford Transit. The engine management light was on the whole time, it vibrated worryingly when we went above 50mph (on a dual carriageway), and when it came to braking, there were some *very* nasty noises coming from the brakes – the sort of noises that usually mean “no pads”.
And then there, on the windscreen, was a little notice saying “If you’ve got any concerns about this taxi, email us”, and the email address of the local council’s licensing office.
And so, when I got into work, that’s exactly what I did. I’d taken the registration plate, just to make life easier, and emailed them. Since then, this is what’s happened:
- Within the hour, I’d had a response back from the council, saying they’d look into it. (Pretty much as expected)
- By the end of the day, they’d told me the taxi in question had been booked in for a full vehicle check on the Friday
- By the end of Friday, I got a confirmation that they’d checked the vehicle, it’d failed spectacularly, had it’s plate pulled, and couldn’t go back to being used as a taxi until it had a full signoff from their inspection team. Oh, and the taxi company in question was also being checked now, along with all the maintenance records for all their vehicles.
I’ve got to say, I’m impressed. Considering the same council has taken a month to inspect/repair a couple of very dangerous potholes in one of the roads I commute on – and that’s a month since I reported it – it’s been a real surprise to see how quickly they’ve handled this complaint about a taxi.
The Hotel, Channel 4
Posted: Sun 13 January, 2013 Filed under: Charm School, Customer Services, Cynicism, People, Television, Thoughts 2 Comments »On Channel 4, they’re currently showing a new series of “The Hotel”, about the Grosvenor Hotel in Torquay.
In many ways it’s absolute road-crash TV, the sort that makes you think “What were they thinking when they agreed to this?” . All the people portrayed are just horrendous, total idiots. Indeed, it’s so bad that you wonder if it’s not completely staged, one of these ‘scripted reality’ shows like “Only way is Essex” etc. Indeed, I’m not yet fully convinced that it’s not.
There are a couple of reasons I’m more given to believe that it’s just stupid people with no clue and no insight into how they appear. They are :
- I’ve worked with several people who have exactly those levels of self-delusion and stupidity. (Funnily enough, all in that same industry)
- The media coverage that the hotel did end up getting sold to new owners
All told, it’s another of Channel 4’s excursions into excruciating people and teeth-grinding situations.
Inside Claridges
Posted: Fri 7 December, 2012 Filed under: Customer Services, Domestic, London, People, Reviews(ish), Thoughts, Travel Leave a comment »On BBC currently there’s a wonderful documentary series called “Inside Claridges”. Obviously it’s a ‘behind the scenes’ look at how Claridge’s Hotel runs – and it’s absolutely fascinating, a true “How the other half live”
The entire thing is quite, quite mad – I understand why and how they do what they do, but it really is potty. For example, taking photos of how a suite is laid out when a guest leaves, so that it can be laid out the same way if/when they return to the hotel in the future. I suppose if you’re paying £5,500 per night it’s the kind of invisible thing you expect – and yes, I think paying £5,500 per night is utterly obscene – but to me, it’s also potty.
All told, it’s a really sweet little series, well worth catching on repeats, iPlayer or whatever. It’s what BBC documentaries should be (in my opinion) about – things that the general viewer will never see, the way other people live, even if those lives are completely antithetical to our own.
Counterfeits, and Real Refunds
Posted: Wed 17 October, 2012 Filed under: Customer Services, Domestic, iPhone Leave a comment »Back in March when I got the iPhone upgrade, I ordered a new Mophie Juice Pack Plus battery pack – I’d had one for the old iPhone, and really liked it. Plus it has the nice side-effect of doubling the battery life of the phone.
I bought the pack – me being me, the purple one – via Amazon (as I usually do)
Over this weekend, it stopped charging, and is basically broke and fucked. Not impressed. It was past the 90-day period on Amazon, so I contacted Mophie direct to ask what could be done.
I got a reply the next day, asking for the normal sort of thing – receipt, serial number etc., which got supplied.
Then yesterday they sent an email, saying that the battery pack I’ve bought is actually a counterfeit product, so Mophie can’t do anything about it. Understandable, but nightmare.
Anyway, I contacted the seller via Amazon (and left a warning on the product page) last night, just letting them know, but really expecting knack-all.
And today, I got an email, telling me that I’d been completely refunded for the purchase, to not worry about returning it or anything, very sorry, and that they’d actually stopped selling those packs recently following other concerns about their quality.
I’m annoyed about the pack’s death, but very, very impressed with the resultant customer service – both from the seller, and from Mophie themselves.
Phone Insurance – You couldn’t make this shit up
Posted: Mon 9 July, 2012 Filed under: 1BEM, Customer Services, Cynicism, Insurance, iPhone 2 Comments »This morning, I got three letters from CPP, the muppets company dealing with the claim for my knackered iPhone.
All three are dated the same day – 27th June! Nearly two weeks to get sent out – and all ‘signed’ by the same person. Combined, they make for a brilliant record of how CPP handle things. Well, it’s hilarious if you’re not receiving them.
- Letter 1 – “We need more information – proof of purchase, and a more detailed description of what happened”
- Letter 2 – “We need a more detailed description of what happened” – guess this means they’ve received the proof of purchase ?
- Letter 3 – “Claim denied”. So they’ve received a more detailed description? Or did the one in the initial phone call suddenly suffice?
And bear in mind, this is all two weeks ago – it’s already been appealed, and complained about.
I wonder what excuse they’ll use for these letters, and the fact it’s taken two weeks to receive them…
Restoring
Posted: Fri 29 June, 2012 Filed under: Customer Services, Domestic, Geeky, Technology 3 Comments »So, while the insurance bullshit rumbles on, I went to the local Apple store tonight and sorted a replacement phone. Apple sell replacement phones for ‘out of warranty’ replacements. (a much nicer terminology than “water-fucked phones”, to be fair) Apparently they’re made from some reconditioned parts, but that means they cost £140 to replace, not £500.
The entire process has actually been really simple. I know I’m no Apple advocate, but sometimes they’re worthy of praise all the same – just not brainless adoration.
In this case, the actual transfer process took about fifteen minutes, start to finish. Restoring all the data is taking a long time, but it looks like I’ll have a complete restore, that I won’t have lost a single thing. And that is impressive, however you look at it.
All my contacts, all my email, even all my photos. (which were the thing I really expected to lose) This is A Good Thing, for sure.
Phone Insurance – Rejected
Posted: Thu 28 June, 2012 Filed under: 1BEM, Charm School, Customer Services, Cynicism, Domestic, Insurance, Stupidity 6 Comments »So, following on from yesterday’s post about the idiots at Homecare Insurance (part of CPP Insurance) it now turns out they’ve rejected my claim, because I “didn’t take reasonable precautions”.
Now, the phone is (supposedly) covered against accidental damage. But that apparently doesn’t include accidents. Of course, with insurance, the devil is in the details.
The actual circumstances of the phone’s demise are that I left it on the cistern of the toilet while I had a shower. While in the shower, I assume I received a call or a message and vibrated, because the poxy thing was in the toilet when I got out of the shower. And since then, it’s been knackered, for obvious reasons.
So apparently, I didn’t take enough care of the phone. Sure, I could have been in the bathroom, then left, put the phone somewhere else, and gone back in. I could have put the phone somewhere else in the bathroom – a windowsill, or whatever. But the fact is, I didn’t, I didn’t even think past “It’ll be fine on a flat surface”. Which it has been in the past. I didn’t think it’d fall in, because it was on a flat safe surface, not even close to the edge.
And this all means I didn’t (currently) take reasonable precautions. I freely admit to being an idiot, but the process wasn’t a careless or slapdash one – just a stupid one.
It’s being appealed, and the entire process is now also a full formal complaint.
But short story? If you’re insured with Homecare or CPP, don’t expect accidental damage to be covered, even when they say it is.
Missing the Point – Insurance
Posted: Wed 27 June, 2012 Filed under: 1BEM, Customer Services, Cynicism, Domestic, Insurance, Stupidity, Thoughts 1 Comment »Just under two weeks ago, I buggered up my iPhone. Like an idiot, I’d laid it on the cistern of the loo while I had a shower. I assume it received a message while I was showering, vibrated, slid off the cistern, splosh.
Fortunately, the phone is/was insured, so a claim is being processed.Equally fortunately, the insurance is an added benefit to my bank account – and that’s fortunate, because if I was paying for this policy, I’d be a lot more annoyed than I currently am.
The company, Homecare insurance, are part of the CPPGroup and are – frankly – a bunch of clowns.
When I first called, their systems were unavailable. So they said they’d call me back – except they can only call me back on my registered number. Which is, of course, my mobile. Which is knackered, hence why I’m calling them. But you can’t change the number, it’s only the registered one. And when I asked to speak to a manager, they couldn’t be put through because the systems were down. (Why managers are unavailable when the system is down is something we’ll just ignore for now. I suspect it’d make my brain hurt)
So. They can send out a claim form, but you can’t email or fax it back – it’s got to be posted. And then it takes five days to process. Bearing in mind that everything in the policy says “covered against accidental damage, water damage etc.”, I don’t quite know how it takes five days to make that decision.
Anyway. I got an email from the cretins today.
“We have attempted to contact you by telephone to discuss the claim you have made on your phone insurance policy but were unsuccessful in contacting you.“
Yes, they’ve tried calling the mobile number – again – and can’t get through. Considering it’s the phone I’m claiming for, I wonder why they can’t get through?
Savings
Posted: Mon 28 May, 2012 Filed under: 1BEM, Advertising, Business, Customer Services, Cynicism, Thoughts, Weirdness 5 Comments »Over the weekend, I was in Sainsbury’s, and saw a fine example of weird savings…
I’m sure I’ve waffed on about this before, but I can’t be chuffed to double-check. (Turns out, July 2009) Anyway, it’s hardly news.
In this case, a 4-pack of 2L Diet Coke bottles is retailing at £6.50. (And let’s not get onto the price-increase side of things – It’s not long ago that that 4-pack was £5) As a 2L bottle on its own is around the £2 mark – I think it was £1.98, but who’s counting? – then £6.50 for four isn’t a bad deal.
Except – except! – that if you pay a bit more attention, they’re also doing “3 for the price of two” on the individual 2L bottles.
So you can get six bottles for £8 ( or £1.33 a bottle) , instead of four for £6.50 ( £1.62 per bottle )
Supermarkets are very strange places when it comes to saving money…
Smartphone, Stupid App
Posted: Wed 21 March, 2012 Filed under: Charm School, Customer Services, Cynicism, Domestic, iPhone Leave a comment »Ah, RBS, I do so love the way you make life really complicated when it doesn’t need to be – and indeed shouldn’t be.
As I wrote before, I recently upgraded my phone to the iPhone 4S, which was a remarkably painless process. (I know, Apple stuff “just works”, but that’s not always been my experience, it’s safe to say – and there’s still a few niggles to sort out) All the Apps I’d purchased on the 3GS came over smoothly, all the contacts, blah blah, all worked fine – except for one.
Yep, the RBS “Mobile Banking” app wouldn’t work at all. Fair enough, security for banking, I can live with that. And there’s a button for requesting a new passkey. Clicky. Oh. It’s going to come in the post, and might take seven working days. Sheesh.
Seven working days on, nothing has appeared. So I call RBS Mobile Banking.
“Oh yes, we don’t send those any more.”
“…”
“Yes, what you need to do is text STOP (and yes, it has to be all in capitals) to 87727, then uninstall the existing app, reinstall it from the App Store, and go through the setup process.”
“You’re kidding, right? This is how RBS ‘make things easier’?”
“Yes, this is the quickest process for getting things done.”
Fuck sake. Anyway, it’s been done – but what a total bag of bollocks.
London Police Corbett
Posted: Thu 2 February, 2012 Filed under: Corbett, Customer Services, Marketing, Stupidity, Technology | Tags: Corbett, Half-Corbett 1 Comment »I see in today’s news that the Metropolitan Police have committed a Corbett, ‘inadvertently sharing the email addresses’ of ‘a number of’ victims of crime with each other. In total 1,136 emails were sent out on Monday, the Metropolitan Police said.
Yep, another case of CC: instead of BCC:
Of course, it’s not a Full Corbett, because the Met has actually apologised, and will write to the people involved, explaining what happened. Let’s hope they use BCC this time…
Ian Corbett and Toyota Ireland – Retraction Of Comments
Posted: Thu 8 September, 2011 Filed under: 1BEM, Customer Services, Cynicism, D4D™, People, Stupidity, Sweary, Toyota IE 7 Comments »Following a request from his legal advisers, I am retracting these comments forthwith, and have deleted the original post(s) to reflect this. I apologise for any harm caused.
(This retraction has been approved by Gore Grimes Solicitors. My personal view hasn’t changed, but legal stuff prevails over personal opinion, it seems. Maybe next time he’ll remember about BCC, and privacy concerns resulting therefrom)
Clamper’s Contract
Posted: Tue 2 November, 2010 Filed under: 1BEM, Charm School, Creativity, Customer Services Leave a comment »James Holden has come up with an ace way of combatting car clampers…
Parking Contract
Everybody is familiar with the notices displayed in car parks. The gist of them is that by parking you are entering into a contract which obliges you to pay a sum of money if you breach the terms of the agreement. These notices are enforced by contract law and are very different to the legitimate PCN (Penalty Charge Notice) tickets that public officials can issue, which you have to appeal properly if you think you’ve been ticketed unfairly.
This got me thinking. If I can be said to have entered into a contract by simply being near one of these signs, so can they. It should cover off enough of the angles of attack, fines, clamping, towing and so on
Excellent stuff.
Clubcard
Posted: Wed 29 September, 2010 Filed under: Change, Customer Services, Domestic 3 Comments »Along with the many other things I’m farking about with at the moment, I tried sorting out online shopping with Tesco last night. No particular reason, just thought it’d be a good idea to get more sorted.
Anyway, registration should’ve been easy, ’til it came time to enter in the Clubcard number. Take out the plastic proper card – embossed with my name – put in the number and the postcode. No, postcode not recognised as the one linked to that card. Um. I tried about four postcodes, just in case I hadn’t got round to registering a new address. (I’d have been surprised, but there we go, it can happen) None of them were right. Oh tits.
So I ended up calling them up on the phone, trying to find out what’s going on. And it turns out that somehow, someone else has now registered their name and address for my clubcard. It’s not even anywhere I’ve lived – the postcode they gave me was IG3, which is Ilford in Essex. Never been there, never wanted to be there. So why my card is registered there, God only knows.
I don’t mind so much – I haven’t been using the card much of late, and it’s no big thing – but it does add some levels of concern about why/how Tesco have allowed a live card to be re-registered to someone else in a completely different area.
Ah well.
Xmarks is closing
Posted: Tue 28 September, 2010 Filed under: Business, Customer Services, Geeky, Technology, Thoughts 1 Comment »Over the last three years, I’ve been using the xMarks service (formerly FoxMarks) to synchronise all my bookmarks between Home PC, Laptop, Work PC, and iPhone. It’s always been a free service – allbeit one I’d have happily paid for – that made life *so* easy when it comes to keeping bookmarks in sync.
So it’s really sad news today that xMarks has 90 days to live. I don’t know of a better service for synchronising bookmarks (and passwords) in the way that xMarks does, and it’s been awesomely useful for a very long time.
For me- and it’s a point they raise in that blog post – I would’ve happily paid for the service. Not loads – but £10 – £25 a year, certainly.
A very sad day.
Eighty Fucking Quid
Posted: Thu 23 September, 2010 Filed under: Charm School, Customer Services, National Express East Anglia, Norfolk, Thoughts, Travel Leave a comment »One of the more surprising things about yesterday’s trip to London was the cost of the train ticket to do the journey.
Now I wrote about it last year when National Express East Anglia decided to almost-double the cost of the trainfare overnight from £40 to £74, and ended up with a letter from NEEA telling me that oh yes, it’d been an error, and the prices would drop back down at the next revision.
Looks like that was a lie, too. Indeed, the price has now gone up, so a return ticket with travelcard cost me £80.80 That really takes the piss. I could’ve driven down, parked all day, and driven back for less than half that amount – the only reason I didn’t was that I wasn’t in the mood for navigating London and the M25.
On the (very minor) plus side, the trains are now a lot less busy than they were when I was using them on a daily basis a couple of years back. Of course, that just means that (in theory at least) NEEA will then try and gouge their remaining customers even more in order to maintain the same levels of income.
Refurbishment
Posted: Sat 21 August, 2010 Filed under: Charm School, Customer Services, Driving, Parking, Stupidity Leave a comment »Currently, our largest local(ish) Sainsbury’s store is undergoing a major refurbishment – a project which looks like it’s going to roughly double the size of the store.
Not that you’d know it from the Sainsbury’s information page about the Longwater store.
You’d think that information like “we’re refitting this store” would be useful – and positively easy to add to a webpage, wouldn’t you? But no, no mention of it.
As it is, the improvements mean that the main carpark has been reduced to (at most) half its previous size, along with being completely replanned. But that’s OK, because there’s a big simple overflow carpark over the other side of the access road.
Except – um – there’s not. Because in a fit of total planning genius, they’ve also ripped that up to re-plan it and generally fuck about with it.
So of that 694 spaces listed on the information page ( 647 normal spaces, 22 disabled and 22 ‘parent-and-child’) there’s about 250 left. Of course, all the disabled and ‘parent-and-child’ ones are kept available, it’s just the other ones that’ve been epically reduced.
So fuck you, Sainsburys.
Renewing Prime
Posted: Tue 3 August, 2010 Filed under: Business, Customer Services 4 Comments »In general, when I buy books or other odds and sods, my first port of call is usually Amazon.
It’s not the cheapest – although I’m not always looking to save pence on these things anyway – but I find that in general if I want something, it’s going to be available through Amazon.
I also pay for the Amazon Prime – £50 a year, and next-day deliveries for the year. Looking back, I made 31 orders in the last twelve months, and didn’t pay postage and packing on any of them. That works out as £1.61 per order for next-day delivery. Amazon charge £4.95 for Express “get it tomorrow” delivery. On 31 orders, that would be near as dammit £155 just on delivery. (Admittedly if it weren’t for Prime I’d be using normal postage for the most part, but you know what I mean)
Needless to say, I’m renewing my Prime subscription. It’s paid for itself a couple of times over.
Missing Options
Posted: Sat 17 July, 2010 Filed under: Business, Catering, Customer Services, Thoughts, Travel 3 Comments »On Saturday, the Js and I went out to the Olive Branch in Marsden, which they’d been to before and highly recommended.
The place is/was lovely, and the food was really good. Well worth the visit if you’re in the area.
There was one aspect that was really disappointing, though – and that was the vegetarian options. Both of the Js are veggie, and they’d said that the Olive Branch usually had a good selection. On this occasion though, the option was pasta. Fair enough, it’s “Ribbons of pasta, sauteed with mushrooms, garlic & sundried tomato, goats cheese & pine nuts“, but all the same, it’s pasta.
I think it’s still tremendously disappointing to go out to a restaurant and only see one or two fairly desultory veggie options. It just shows a complete lack of imagination and/or interest in the veggie market – and there’s a lot of vegetarians out there.
Even more importantly, if Herself had come along as well, she’d not have been able to eat anything, as she’s a) veggie and b) wheat-intolerant. Now sure, the Olive Branch says that you can let them know about food allergies/issues when ordering, but by then it’s a bit sodding late in some cases.
Doing good vegetarian options doesn’t take much – even a vegetarian stir-fry with some nice spices and a sauce is easily doable – and there are plenty of options out there. I just don’t know why the options aren’t more imaginative. Sure, not everyone is going to run a business like Greens in Didsbury, Manchester which is entirely vegetarian, but any decent chef could get some inspiration from the ideas there, or in any other veggie cookbook.
Driving (Again)
Posted: Wed 7 July, 2010 Filed under: Business, Customer Services, Driving, Travel, Weirdness 1 Comment »Last night was the day I took Herself and Others down to London. I’d already worked all day (as usual) so it was always going to be a late one.
As it turned out, I got everyone down to central London (Kings Cross / St Pancras) in two hours flat, dropping them off at 9:50.
By that time I hadn’t eaten anything since lunch, but wasn’t massively hungry, so just headed back up, thinking that if I got hungry I could stop at the services near Stanstead airport. (Birchanger Green, not that it means much) It was 10:45 by the time I got there, and by that point I was hungry enough that I could’ve eaten a scabby donkey between two pieces of bread. (Which is, of course, why I was even considering something from Motorway Services)
Only it turns out that Birchanger Green pretty much shuts at 10:30.
- Burger King – closed, cleaned up, and one lowly person wiping the surfaces.
- KFC – closed, deserted
- Waitrose – closed, deserted, barriers in front of the doors
- “Eat In” – open, a poxy range of crap (and overpriced) sandwiches, with a queue of people that outnumbered the sandwiches available.
- Shop – closed, barriered off.
And that was it. Nothing else. I assume it stays open for people in dire need of a piss, and that’s about it.
Bear in mind, Birchanger Green is the only services on the entire M11. And it shuts at half-ten.
Call me naïve, but I always thought services were supposed to be open super-long hours – if not 24-hours. That impression appears to have been wrong.
But I wonder how much business Birchanger Green loses by closing at half-ten ? The car-park was at least a third full when I got there. You’d think that being open ’til half eleven or midnight would make sense – particularly when they’re the only one in god knows how many miles.
Very strange.
Customer Perception
Posted: Sat 15 May, 2010 Filed under: Charm School, Customer Services, Domestic, Thoughts Leave a comment »For some reason these anti-depressants also seem to be turning me into some kind of altruistic do-gooder. Pretty scary stuff.
Mind you, in this case I’m pretty sure I’d have dealt with it regardless, but there we go.
Anyway, in this particular instance I was at the till in the local Sainsbury’s, and behind me was an old couple, one in a wheelchair with one of the disabled trolley things on the front. They were having serious issues with getting the stuff from the trolley onto the till belt, so I offered to help them. It embarassed the woman a bit I think, to be seen as “needing assistance”, but still I did help, and got it all done with them.
The bit that pissed me off though is that this particular till was the one where the till “supervisor” stands, and at the time there were three members of Sainsbury’s staff at that position, along with the useless sack of shit known as a security guard. All three of the staff had looked at the old couple, seen they were having problems, and ignored them. Cue the red mist.
Once I was done, I got the till supervisor over, and really gave him a bollocking. I don’t know if it’ll have any effect, but I think it got through to him pretty clearly that I was deeply pissed off, that it was incredible for three staff (plus a useless lump) to watch that couple and do nothing, and for it to end up with another customer helping them out instead of the staff doing it.
eTyres
Posted: Tue 20 April, 2010 Filed under: 1BEM, Advertising, Business, Customer Services, Domestic, Driving, Reviews(ish) 1 Comment »So following on from yesterday’s discovery of a flat tyre, I booked in (and paid in advance) through eTyres.co.uk to get it fixed at home. eTyres offer their service at home, which is ideal when you’ve got a flat.
However, the motto of this entire story is that if you’re going to have a puncture and use eTyres, don’t do it on a weekend. Despite being able to book and order online, for some fuckforsaken reason they can’t organise things ’til the Monday morning. And at that point they’ve also got to deal with all the people who’ve booked on the Saturday.
I did try to change the tyre myself so I could get down to the local tyre place, but the wheelnuts were on so tight I couldn’t even move the sodding things. Insurance-wise I was going to be lowest of the low priority calls, and they couldn’t even give me a time expectation. So all told that left me pretty much at the mercy of eTyres.
Having made the booking online yesterday evening, they finally arrived at 5.30. Yep, a whole day. So much for the speed of booking via the internet etc. etc.
In the end they’ve done a decent job, and for a fairly decent price. Not as great as they make out in their marketing, but not bad.
But if you need a swift service that’ll actually get the job done, I wouldn’t necessarily recommend eTyres to anyone.
I Am A Twat
Posted: Fri 12 March, 2010 Filed under: 1BEM, Customer Services, Domestic, Getting Organised, Stupidity Leave a comment »In a couple of weekends we’ll be going to the O2 to see Peter Gabriel in concert. (Again) So I booked the car-parking a week or so ago.
To be fair, booking the parking spot is pretty easy, and they even give you the name of the gig, so you can check you’re booking for the right day.
Only it turns out that Peter Gabriel’s now doing two nights at the O2, right after each other. You can see where this is going, can’t you?
So yeah, I need to find out whether I can refund the one on the wrong fucking day.
What a twat.
Crunch – Ongoing Debacle
Posted: Wed 13 January, 2010 Filed under: Customer Services, Driving 1 Comment »The hire car got collected on Monday, and I was expecting to have my car back the same day. It’d been promised as such by the poxy bodyshop.
Only of course that’s not what happened.
They called me on Monday afternoon – well after the hire car had been collected – to say that “the computer hadn’t ordered things properly”, they were missing some parts that were needed for irrelevant shit like attaching the front bumper. So it wouldn’t be ready on Monday. No chance. Everything would be delivered on Tuesday, then they’d deliver the car to me.
Noon on Tuesday, they called to say that everything had arrived, it was all fitted, and they were going to get it cleaned before delivering it to me. Great.
Ten past noon, the manager called to say Um, actually, he’d taken my car from where it was parked to go to wherever it was for cleaning the car, and had scratched/dented the front wing on another car. Fuck me, crash damage while in the bodyshop – that’s got to be a novelty, if not a first.
Anyway, because it’s knackered, they tried getting a rental car for me, except no-one had one available. Fortunately they’ve eventually found a courtesy car for me to use – free of charge – while they finish everything off.
Even better, because they’ve made such a monumental fuckup of the entire thing, and already cost me two days off work (we’ll gloss over the entire “working from home” thing, shall we? Heh) they’re now also repairing/repainting all the other scratches I’ve built up on the car over the last three years.
So we’ll see what happens from here. I’ve got the courtesy car so I can get to and from work again. They’re currently saying it’ll be Friday now for the work to be done – I’m not holding my breath on that score, to be honest. But at least I’m back to being mobile, able to get to work and so on.
And once I do get my car back, it’ll be back to how it was when I bought it, and for no further cost than the insurance excess.
So while it’s all a bit of a clusterfuck, I think I’ll come out of it OK in the end. Fingers crossed.
Getting Rid
Posted: Mon 11 January, 2010 Filed under: Business, Customer Services, Cynicism, Domestic, Driving Leave a comment »At some point today, Enterprise Car Hire are supposed to be collecting the piece-of-shit hire car I’ve had since the accident on the 17th December.
I haven’t yet collected my own car, but according to the bodyshop that should be ready for collection today, or at latest tomorrow. Let’s hope.
So far, my experience with Enterprise has been unremittingly negative. It took them two days to even deliver the sodding car, and extending the hire for a third week was an exercise in stupidity, so I’m really not expecting them to arrive here today to collect the damn thing at all. Still, that’s not my problem – so long as they don’t try charging me for extra hire days due to their incompetence/idiocy. We’ll see.
Mind you, they also haven’t yet even charged me for the third weeks’ hire, so it’s not all a failure. But we’ll see whether they get that one right too.
In short though, I really wouldn’t recommend Enterprise Car Hire to anyone. While they might be a bit more expensive, I’ll stick with Avis in future, thanks.
Update : They actually came and collected the car by 10am. I suppose I shouldn’t be surprised that they’re a lot more efficient at getting the car back than they are at delivering the damn thing.
Crunch – Enterprise Car Hire
Posted: Sun 20 December, 2009 Filed under: Customer Services, Domestic, Driving, Travel 1 Comment »Because of the damage to my car (and that damn fence) I’ve had to make a claim on the car insurance for the first time. Of course, it’s going to cost me the no-claims bonus and so on – and result in having to note it if I change insurer for the next few years – as well as the excess, but it’s going to be better to pay out £300 than the fuck-only-knows-how-much for both car repairs and fence reconstruction.
So far though – and as with previous things where I’ve used their recovery services – I’ve been really impressed with Tesco Insurance. Having had the accident, the recovery vehicle was with me within an hour as promised.
On Friday, having called them at 9am to register the claim itself, I was told that the car would be taken to their recommended bodyshop – I did have the choice of using my preferred one, but then it’s fucking about with estimates etc. – within four hours, and that the courtesy car people (Enterprise car hire) would be in touch also within four hours.
By 10am, the garage had called me, explained they’d need to get a different company to lug the car, and the different company had also called me to arrange collecting the car. By 12 the car was on the way to the garage on the back of a flatbed. Efficiency personified.
The only cloud so far has been Enterprise bloody car hire. The promised callback didn’t happen by 1pm. Fair enough, it was a shitty and busy day, but they’re a big company, you’d think someone would’ve been able to call, if only to say “We’re really busy, but will get back to you”. I called Tesco insurance back, and they got hold of Enterpriuse, and promised a call back again within two hours.
And still nothing. I ended up calling them at 4pm, and still not speaking to the right place “because they were too busy”. They finally called back at 4.30 to say “We’re not going to get to you today”. And that was it, so far as the Diss office was concerned. They weren’t open on Saturday, so *shrug*. We might be able to get out to you on Monday. Maybe.
I did sort out going to the Norwich office to collect one on Saturday, but that fell through for other reasons. So now I’ll be getting picked up to get to the Norwich office, rather than Diss. Frankly, I’ve no confidence in the Diss office at all, and have explained that to both Tesco Insurance, and the Norwich office.
We’ll see what happens on Monday, and whether Enterprise manage to sort themselves out for this one.
Brum Again
Posted: Sun 29 November, 2009 Filed under: Business, Charm School, Customer Services, Thoughts, Travel Leave a comment »Today we’re off to Birmingham and the NEC again, this time for the BBC Good Food Show. It’s just been one of those months where we’ve ended up there twice. Mind you, hopefully we won’t be going back again ’til it’s time for the International Spring Fair.
The Good Food Show (and most of the others held at the NEC) is usually good, except that the NEC – and probably most other show venues as well – does insist on trying to stuff in as many exhibitors as possible. I understand that up to a point – after all, it’s good business – but it gets annoying when each aisle is wide enough for three or four people at most. That’s fine when people are moving along, but when they’re stopped at a stall and trying to either a) get to it or b) get samples of whatever’s on offer it gets ridiculous. At that point those “4-people wide” aisles become half the size (at best) because there’s people either side of them stopped and not moving.
I’m going prepared this time. No, I’m not taking a stungun – although that would be a good alternative – but I’ll be prepared to go and sit somewhere else, either with the laptop or a book, and just not get involved. It’s not ideal, because I’d actually like to be going round the stalls – but if I do that, the odds are that someone’s going to get hurt. And people, it won’t be me.
Stick That, National Express
Posted: Thu 26 November, 2009 Filed under: Customer Services, Cynicism, National Express East Anglia, News, Travel Leave a comment »Fantastic news today that National Express are to lose their franchise on the East Anglia route three years earlier than expected.
I’ve written before about just how shit National Express are – and how shit they’ve been with their customers – with ‘under-the-table’ price rises on tickets and the like. (Which reminds me, I’ve got something to add on that score, but it can wait) So I think it’s great that their utter shitness has been recognised, and had something done about it.
Of course, this isn’t going to be a “with immediate effect” thing. The useless fuckbags still don’t lose it ’til 31st March 2011. I wonder how many nasty little fare rises and shitty tactics they’ll put in place between now and then in order to maximise their income (and thus profit) before losing the contract?
Festering Generosity
Posted: Wed 25 November, 2009 Filed under: Customer Services, Festering Season, Work-related 3 Comments »
Details of the work Christmas Party are now coming out. I’m still not going, but even I have to admit that the directors here are being remarkably generous…
Consider these points :
- The party has been booked at the (apparently good) restaurant at one of the local NT Properties.
- There’s also a disco/dance thing after the meal
- The company has booked the entire place
- Everyone who’s going will be collected by taxi from home, taken to the do, and taxis have been booked to take them home again. That’s paid for.
- The only thing that people attending the do will have to pay for is their own drinks from the bar. All the food and wine at the table is being paid for by the directors.
- People going to the party can leave work in mid-afternoon to go and get ready. They’re also not expected to come in to work the following day ’til mid-morning.
I reckon that’s pretty generous, and I’m not even going!
Ignored
Posted: Wed 4 November, 2009 Filed under: 1BEM, Charm School, Customer Services Leave a comment »Coming home last night, there was a card slotted into the door from City Link couriers, saying that there were two boxes left in our black bin.
So I look in the black bin, and this is what I’m greeted with…
Yes, this is exactly how they left it.
So yeah, thanks for that Shitty Link, you fuckwit bastards.
Postal Strikes
Posted: Sun 20 September, 2009 Filed under: 1BEM, Business, Customer Services, Thoughts 2 Comments »As I’ve mentioned a couple of times before, I really don’t understand how strikes are supposed to work.
The case of the (probably) upcoming national postal strike is a perfect example of this. As the BBC story says,
At the core of the dispute is the Royal Mail’s plans to trim its 121,000 frontline postal workers as part of the modernisation it says is needed to secure its future against a backdrop of falling mail levels.
But the strike itself, if called, will mean more people stop using the Royal Mail, and thus there’ll be a need for even more redundancies over time.
Because of previous strikes, for example, the last three agencies I’ve worked with have all done pretty much everything online. In the current one, only one thing goes through Royal Mail (because it’s a) more expensive to use, and b) not reliable) and that’s the payslip, which is fine to be delayed.
At the start, all my contract documents were sent as PDF files by email. My ‘timesheet’ is filled in online, and submitted electronically. My invoice for the week is created on the computer, and emailed across. Payment is done by BACS Faster Payments, and then the agency posts out the remittance advice. (And I’m sure they could automate that too)
However you look at it, that’s a significant bit of money that Royal Mail is losing out on – it would’ve been Special Delivery for the contract documents both ways (Recorded not being worth the paper it’s written on), first class post for invoices and timesheets, every week. When the agency deals with a couple of thousand contractors, that’s starting to add up even more. Bear in mind that there’s one hell of a lot of agencies out there doing this too, and that’s serious cash that Royal Mail isn’t receiving – and all because they can’t be relied upon to provide a good service.
Royal Mail spouting on about “needing to modernise” is all well and good – but they can’t modernise enough any more. People simply don’t rely on them, the service has steadily decreased over the years, and all those past ‘modernisations’ have left them with an organisation that can’t cope.
But the strikes don’t help either. If this new one happens, it’ll cause another wave of customer to go elsewhere – either online, sending things by email instead, or doing as companies like Amazon do, and using courier services for everything.
In my opinion, the best thing Royal Mail could do would be to go back to the service of twenty years ago – deliveries to the home first thing in the morning, a reliable service, and open to all. It would involve investment rather than modernisation and taking on more people instead of getting rid. It would be a massive PR win into the bargain – “We’re bringing back the service you want” – and would raise the public perception of their service in epic style.
However, I can’t help but suspect it would also be far too late to get back all the customers they’ve alienated over the last two decades. And that’s a great shame.
National Express searches
Posted: Tue 8 September, 2009 Filed under: Customer Services, D4D™, National Express East Anglia, Travel Leave a comment »Is it very childish to be rather pleased that D4D™ now comes top in a Google search for “National Express East Anglia fare rise” ?
It also comes in fourth (currently) for “National Express fare rise”
Ah, the small things that please my tiny mind…