D4D

Hasta La Muerte

Archive for the category “Customer Services”

Return As Found

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

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

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

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.

Moving Emails

Over the weekend, I ended up moving a lot of my email processing over to Amazon’s “Workmail” product. So far, it’s gone pretty well, but we’ll see what happens over time.

The email server/service I was using (via a company I do a lot of my hosting with) was generally OK, but had some significant issues which they didn’t appear to be able (or willing) to fix. The main one was that emails with attached files – particularly PDF and Word documents – would occasionally disappear. They wouldn’t bounce back to the sender, and they wouldn’t tell me (the recipient) that something had gone wrong, they’d just disappear with no notice to anyone.

Generally it’s been survivable, but last week there were things for HMRC and others that didn’t make it – things that were, safe to say, bloody important.

So I’ve moved the primary accounts over to Workmail, and it’s been quite smooth.  The setup didn’t take long, and while there were a couple of teething errors when it came to migrating the emails from Old to New, it all worked pretty nicely.  Once I knew what the hell I was doing (and/or looking for) it became even easier/better.

After that, the main ball-ache has been putting the new accounts onto all my devices, and getting everything to syncronise properly again. It’d be nice if you could just push the new account to your devices, but that’s a level of tech that’s above and beyond what we’ve currently got, sadly.

Still, it’s all worked, I’m fully moved over with all my key accounts, and it hasn’t made me want to throw computers through windows. Even that is pretty noteworthy, I think.

Something New – Quick Update

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

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.

Post Navigation