D4D

If brains were dynamite, you might just have enough to blow your nose.

Archive for the category “Customer Services”

One of Those

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

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

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 wellBollocks, 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

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.

Post Navigation