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…