Your best and worst customer service experiences [rant & praise]

Phenoxan

Logitech.

Top notch customer service.

I bought a MX Revolution mouse a few months back and the tracking was faulty on it, so they sent me a brand new one free of charge and told me to bin the old mouse.

The replacement started acting funny a few days ago. They asked for the serial/product number. I couldn't because the sticker on the bottom of the mouse had worn down. So I sent them a pic of the mouse and they accepted it.

On the off chance I asked em if I could upgrade to a G9 and I would pay the difference.

The rep emailed back within 30 mins and told me I couldn't get a G9 but he will send me the G9X (newer better model) or the MX Performance at no extra cost but it would take 2 weeks. I emailed back thanking him for his excellent customer service and this morning I got another email of him informing me he had managed to get me a new one and its in the post with tracking details attached.

Great service,

wmpdd3

I had brilliant customer service in the Gala garage in Clonroche in Co. Wexford Sunday 2 weeks ago. I am still meaning to sent a card.

I was asleep in the car being driven to visit relatives in the back end of nowhere in Wexford. I woke up and saw the service station and wanted a drink and ice-cream and munchies. I had no cash on my when I got to the reg, total came to about €6.50. I handed over my visa card, the lady was lovely and very understanding even though there were 2 signs saying that card transactions had to be €10 and over.

I hope she was the owner, because if not she probably got roasted by the manager for not following the rules.

I know where I'll be stopping for a coffee in future on the way to Bally-backwards!

to8

The Hanly Centre

I was appraoched by one of their employees on grafton street, before he said anything i said 'no thank you' and he continued to follow me, side by side, bumping my shoulder as he talked from Brown thomas around to suffolk street!!!!!!!!!

How is this even legal? I had to curse him out to get him to move away from me and then he looked at me and was like 'gawd, get over it!'.....eh you just stalked me 120 yards, no i won't get over it.

And today....same thing happened again, I had to put my hand in front of his face to get him to back away.

I hate that they purposely go for women by themselves. Makes it clear that we fit their target profile.

i71jskz5xu42pb

to8 wrote: »

The Hanly Centre

I was appraoched by one of their employees on grafton street, before he said anything i said 'no thank you' and he continued to follow me, side by side, bumping my shoulder as he talked from Brown thomas around to suffolk street!!!!!!!!!

How is this even legal? I had to curse him out to get him to move away from me and then he looked at me and was like 'gawd, get over it!'.....eh you just stalked me 120 yards, no i won't get over it.

And today....same thing happened again, I had to put my hand in front of his face to get him to back away.

I hate that they purposely go for women by themselves. Makes it clear that we fit their target profile.

The Hanly Centre - (01) 2809795

Call them, ask for whoever is in charge of donations, there's a chance that they have outsourced collections to an agency and are not aware of the agency's behaviour.

gerrycollins

SOCOM wrote: »

We did query the price as the sticker on the grape stall said 1.89 per 500 gram bag, hence the free shopping also when I asked about how the price was almost doubled the CS manager explained that Tesco HQ electronically adjust prices and therefore it is up to the floor manager (her) to make sure the displayed prices match the till price, remember you don't weigh it yourself the checkout staff do that, it still does not explain how they made the mistake and more than doubled a 500 gram bag of grapes, she said human error, so every tesco in the country was overcharging for grapes that day, would you notice if you just spent €100 on shopping?? She did mention that it happens on a regular basis so check your reciepts!!!

the pricing was at fault as the system set the grapes at a set/fixed price not a price per kilo this normally is a computer glich caused by incorrect manual information inputted by a person in HO where the computer is not designed to pick up the error.

BTW it happens with all EPOS systems from Dunnes to Supervalu etc but the girl on the checkouts should have noticed.

bricksnmorter

Have vodafone landline and broadband since February 2010 - had scratching on line - they blamed internal wiring and said get new phone. 3 months later still have scratching and they send Eircom technician to fix external problem. have spoken to at least 15 different people in Customer Care which were located in Dublin, Waterford and Limerick - they couldn't care less. Keyed in my direct debit details incorrectly so they weren't paid (though money was in account), didn't send Statement of phone calls and then just sent demand for money from Credit Control. Won't reply to letters of complaint. Have comreg involved - I have no landline at all now - they have it blocked - absolute disgrace - steer well clear :mad:

gazza1979

Unbelievable in this dand age..but Meteor..absolute rubbish and very bad liars.

Kingfisher Club....Same as the above.

Elmo

How do you feel about customer services from service providers such as UPC, O2, Meteor, Eircom, Bord Gais etc.

Do you email, phone or text their Customer Services.

I think it would be great to email them but most have a 48 hour delay before responding to emails, being put on hold for a quick response can longer than expected.

What problem do Call Centres have with emails?

jpb1974

How do you feel about customer services from service providers such as UPC, O2, Meteor, Eircom, Bord Gais etc.

Pretty damn shítty I'd say... have a read:

http://www.boards.ie/vbulletin/showthread.php?t=2055199604

monkeypants

Last time I called UPC was three years ago to cancel an account. After 14 calls, I decided to send them a letter.

Have never dealt with O2 in Ireland.

Was a Meteor customer for a number of years and never had to call them about anything.

Eircom offer very limited technical support and are slow to answer the phone.

Bord Gais have only been called once, to open the account. Nothing since then in the past four years.

seagull

I had gone to advance pitstop to get the exhaust fixed, and it developed a fault. All the electrics weren't working. They hooked it up to the computer to try and identify the problem, and couldn't get it to read anything. They reckoned the ECU was blown, and the car was scrap. Called AA to get the car towed home. Described the symptoms to the service engineer, and he said straight off it sounded like either a blown fuse or an issue with an earth lead, rather than anything to do with the ECU. It took him under 10 minutes to find the earth lead had come adrift. A few minutes more to fix it, and I was left a happy camper.

dudara

Threads merged

dudara

Elmo

dudara wrote: »

Threads merged

Why?

slowmoe

Dunnes yesterday, wouldn't take my clubcard when i gave it to assistant even though she never asked did i have one, she said it was too late to put it through and then left the bag on her side of the counter so i had to reach across to get it. Never once looked at me only around me and the till. You know that way when people can't look you in the eye? Its just weird

peadair

3mobile are terrible - I've been a 3 customer for 3 years now but ending contract in November: The following is my experience for the past 6 months - 5 lunchtime trips to fonemenders with no joy and hours of calls to 3 "support" in India.....
" In the past year I have had problems with my Sony Ericsson w705.
Problems:
1) The phone regularly would switch off;
2) The screen would go blank;
3) The SIM card would not be recognized;
4) The jack for the earphones would not work;

I got the phone in January and the problems arose in Jan/Feb.
I left my phone with fonemenders for a couple of days – when I got the phone home all the problems were still present;
I took it back again and complained that they did not test it – they apologized and said they only do a software reset for this;
The second time I got it back they said they made some hardware fix but it still did not work ( again both the sound and the other issues were still present);
After a third visit that didn’t work, on the fourth visit the swap out was offered. I was expecting that I would’ve got a new replacement phone – instead I got the internals swapped out.
Surprise surprise – the sound jack was still not working.
I went back to my three branch and they told me that I should’ve been given a completely new phone after a third failure but now I would have to get it tested again in order to get a new swap – this would take three weeks as it had to be sent to Poland to a specialist.
I was not happy so I called customer support where they agreed the phone should have been swapped out for a new phone after so many attempts. They told me they would phone me back to make arrangements. I received a call the next day to tell me that they made a mistake and that they could only swap out the internals. I pleaded with them and they agreed to replace the phone with a new one. However they told me that that model was not in stock. They couldn’t tell me when the item would be in stock and they also couldn’t tell me when it was last in stock – they asked me to call back again.
I called back a few days later – no news. A few days after that – again no news. I was offered a different phone – a different brand – a Nokia or a Samsung of similar value – if I did not want to wait. I needed a Sony Ericsson as I have accessories for it. I pleaded to be put through to a manager. Eventually I got put through to a manager who told me that they have a warehouse but they have no-one to answer the phone. I asked him if there is some other way to contact them – say e-mail. He agreed to send off an e-mail - at last!!
I waited a few days before calling back and was told that the manager was not in but would call me @ 5.00 that day. I awaited the call – no call. I called back @ 9.00 and was told that the model was being discontinued and that I could only choose another phone!!!
After finally threatening them with a solictors letter and ending my contract they decided to give me an Xperia x10 mini. Not realy that happy with it and certainly not happy with the experience.
I am moving to Vodafone next - might be more expensive but the coverage is better, certainly don't think I'd have this rediculous grief and I'm going to get 25% off the rates through work!

They're whole model is all about getting people hooked and then screwing them by wearing your down talking to cheap workers in India

monkeypants

Phenoxan wrote: »

Logitech.

Top notch customer service.

Had a similar experience with them before over a joypad. No quibbling. Gave my address and they sent a replacement straight out.

nohopengn

A 73 year old man (Alan) purchased an iPad last Thursday. He was supposed to buy a PC but the staff in the Apple Store sold him an iPad.

I met Alan on Friday and when he showed me the iPad I immediately advised him to bring it back to the store and get a refund. Alan has always used a PC and all of his applications are PC based.

The iPad had not been configured in any way.

I met Alan this morning and when we brought it in to the store, an employee advised use that only a 90% refund could be made.

Does anyone know, whether Alan is entitled to a full 100% refund?

thanks

maggy_thatcher

nohopengn wrote: »

A 73 year old man (Alan) purchased an iPad last Thursday. He was supposed to buy a PC but the staff in the Apple Store sold him an iPad.

I met Alan on Friday and when he showed me the iPad I immediately advised him to bring it back to the store and get a refund. Alan has always used a PC and all of his applications are PC based.

The iPad had not been configured in any way.

I met Alan this morning and when we brought it in to the store, an employee advised use that only a 90% refund could be made.

Does anyone know, whether Alan is entitled to a full 100% refund?

thanks

1. There are no Apple Stores in Ireland, let alone Dublin, so I'm assuming it's a reseller he went in to?
2. As there's nothing wrong with the product, there is no law that says the seller must take it back. Some shops do so, but there's nothing to force them.
3. Why would he be looking in an Apple reseller for a PC?

norrie rugger

maggy_thatcher wrote: »

1. Why would he be looking in an Apple reseller for a PC?

assuming that at 73 he may not have known the difference.
Could be a bit of the seller taking advantage, to make a sale

dinneenp

Davidth88 wrote: »

The coffee place in Manor Mills Maynooth.

I have given up going there because the staff are downright rude TBH. It happened to me on a number of occasions

( and no I don't go back there ever )

talk to the manager!

nohopengn

maggy_thatcher wrote: »

1. There are no Apple Stores in Ireland, let alone Dublin, so I'm assuming it's a reseller he went in to?
2. As there's nothing wrong with the product, there is no law that says the seller must take it back. Some shops do so, but there's nothing to force them.
3. Why would he be looking in an Apple reseller for a PC?

Alan is 73 so things have slowed a little. He shouldn't have purchased the iPad, however that being said, he hasn't used it, it's in tip top condition, less than a week old and all packaging was returned.
Yes, its an Apple Reseller Store - on the Apple website they will give you a full refund within 14 days if you just want to hand it back (I called the Apple support line)

I'll chase this one with the store mgr.

maggy_thatcher

nohopengn wrote: »

Alan is 73 so things have slowed a little. He shouldn't have purchased the iPad, however that being said, he hasn't used it, it's in tip top condition, less than a week old and all packaging was returned.
Yes, its an Apple Reseller Store - on the Apple website they will give you a full refund within 14 days if you just want to hand it back (I called the Apple support line)

I'll chase this one with the store mgr.

The Apple website (and the Apple Stores) and an Apple reseller are completely different things (it's equivalent to buying a banana in Tescos vs buying it directly from Fyffes).
While the store manager really should take it back (from a moral point of view), unfortunately they are under no legal obligation to do so.

Elmo

maggy_thatcher wrote: »

The Apple website (and the Apple Stores) and an Apple reseller are completely different things (it's equivalent to buying a banana in Tescos vs buying it directly from Fyffes).
While the store manager really should take it back (from a moral point of view), unfortunately they are under no legal obligation to do so.

Surely if you go in looking for a PC you should get a PC? The reseller possibly also sells PCs. I think the poster should go to the reseller with Alan just to explain what happened.

Bartel

Best: the staff in the Lighthouse Cinema, Smithfield. Anytime I've gone there they have always been pleasant, helpful and well-mannered.

Worst: Dublin Bus (surprise, surprise!). Bad-tempered, rude and ignorant drivers. I'm not saying that they are all like that, but from my experience some of them seem to have problems dealing with the general public.

noelo

Hi

I thought id add to this aging thread, Because I think FBD are absolutely terrible. I was using them for two years for my van insurance. They were ever so nice when selling me the policy ,they told me the sun,moon and stars, but when the van broke down it was not covered with break down cover, but on receipt of the policy I was ?. In addition when it came to me leaving it was a differant story. they basically sent me a rude letter stating that i could no longer commit to my financial responsibilities, well the cheek! how insulting:eek:. So I urge all considering to take out a policy with FBD to reconsider and take a leaf from my book.

noelo

maggy_thatcher wrote: »

1. There are no Apple Stores in Ireland, let alone Dublin, so I'm assuming it's a reseller he went in to?
2. As there's nothing wrong with the product, there is no law that says the seller must take it back. Some shops do so, but there's nothing to force them.
3. Why would he be looking in an Apple reseller for a PC?

Defo !

Id get a refund and if i did not id refund it out of his head late that night!.............either way id get 100% customer satisfaction......But hey ! thats just me:cool:.......It makes my blood boil reading this:mad:. 73 years old:eek:, who would do that?.

dudara

noelo Please do not advocate violence.

Additionally, take it easy with use of the smilicons.

dudara

noelo

dudara wrote: »

noelo Please do not advocate violence.

Additionally, take it easy with use of the smilicons.

dudara

fair enough...... but ill use smilicons how i like.:P when i like.

galah

I've been holding back for a long time, but it needs out now...

ALL furniture retailers in Galway that we've dealt with so far (not sure if I am allowed to name and shame them) have been absolute and utter cr*p.

The list goes from lying to us, not keeping delivery dates (which meant I had to take time off work several times, with no compensation, to wait for stuff that then didnt get delivered), poor service, not returning phone calls, hanging up on us, more lying, delivery drivers who turn up on their own expecting me to help carry a couch we ordered (I'm a girl, with a back problem), taking money out but not delivering goods promptly, even more lying, extremely long delivery times (waited 12 weeks for a couch because they messed up the order and then didnt even admit to it), and am now waiting 4 months for a dining table which I suspect has still not even been ordered. Oh, and being rude on the phone.

And they are whingeing that business is bad? Well, no sh*t sherlock. I will now go out of my way NOT to buy off any Galway furniture retailer, ever again. If that means I have to drive up North or to any other county, I will.

I thought maybe one bad experience is acceptable, noone is perfect, but thus far we have ordered two beds, two couches and a chair, and a dining table from various 'reputable' retailers - and nothing went right.

/rant over.

i71jskz5xu42pb

galah wrote: »

And they are whingeing that business is bad?

With you there. Getting some building work done and roughly 50% of the guys I've scheduled to quote miss the appointment, don't return calls, etc.

One of the more attentive guys (turned up on time despite having to come across town though match day traffic) is booked up until next year - just goes to show that good service means you'll always find work.