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!