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  • FIRST POST
    • mrochester
    • By mrochester 8th Sep 17, 8:08 AM
    • 1,167Posts
    • 211Thanks
    mrochester
    Why do companies get things wrong so often?
    • #1
    • 8th Sep 17, 8:08 AM
    Why do companies get things wrong so often? 8th Sep 17 at 8:08 AM
    I'm finding recently that when I agree a retention deal with a company the first bill after agreeing the deal is wrong and I have to chase the company to fix this.

    My most recently experience is agreeing a £10 discount with Sky for Sky Fibre Pro (£30 to £20pm) but on my bill they have charged me the full £30 and I've had to ask them to fix this.

    Prior to that, I agreed a deal with Vodafone that was supposed to cost me £22pm and they instead charged me £35pm. It took a decent amount of chasing and speaking with the social media team to actually get them to bill me correctly.

    Why can't these companies just bill what was agreed? Is it wilful deceit in the hope that the customer won't notice or just sheer incompetence on their part?

    Has anyone else recently had this sort of experience?

    Best wishes

    M
Page 1
    • tacpot12
    • By tacpot12 8th Sep 17, 8:35 AM
    • 630 Posts
    • 555 Thanks
    tacpot12
    • #2
    • 8th Sep 17, 8:35 AM
    • #2
    • 8th Sep 17, 8:35 AM
    Companies get it wrong so often because:

    They do nothing to retain staff who do the job well
    They do not train staff well in the first place
    They do not incentivise staff to get things right first time
    They do not review complaints, problems and systems proactively.

    Take your custom elsewhere.
    • mrochester
    • By mrochester 8th Sep 17, 8:39 AM
    • 1,167 Posts
    • 211 Thanks
    mrochester
    • #3
    • 8th Sep 17, 8:39 AM
    • #3
    • 8th Sep 17, 8:39 AM
    There has to be an element of staff laziness here too. Surely getting paid is the incentive for staff to get things right first time? Maybe I'm just old fashioned in that regard!
    • Colin_Maybe
    • By Colin_Maybe 8th Sep 17, 9:04 AM
    • 1,066 Posts
    • 480 Thanks
    Colin_Maybe
    • #4
    • 8th Sep 17, 9:04 AM
    • #4
    • 8th Sep 17, 9:04 AM
    There has to be an element of staff laziness here too. Surely getting paid is the incentive for staff to get things right first time? Maybe I'm just old fashioned in that regard!
    Originally posted by mrochester
    Minimum wage and people swearing and threatening them down the phone tends to have a negative effect.
    • mrochester
    • By mrochester 8th Sep 17, 9:09 AM
    • 1,167 Posts
    • 211 Thanks
    mrochester
    • #5
    • 8th Sep 17, 9:09 AM
    • #5
    • 8th Sep 17, 9:09 AM
    Surely all jobs have their negative sides that we all have to deal with? Is that an excuse for doing a bad job? I’m not so sure.
    • onomatopoeia99
    • By onomatopoeia99 8th Sep 17, 9:09 AM
    • 3,339 Posts
    • 7,373 Thanks
    onomatopoeia99
    • #6
    • 8th Sep 17, 9:09 AM
    • #6
    • 8th Sep 17, 9:09 AM
    The fact that the companies do these "deals" is a good indication that they are trimming margins and the money they lose gets taken out of the budget for customer service. But everyone wants "deal" like they're haggling in an Indian market.

    Pay more and use a company that actually trains and retains its staff would be my advice.
    INTP, nerd, libertarian and scifi geek.
    Home is where my books are.
    • mrochester
    • By mrochester 8th Sep 17, 9:11 AM
    • 1,167 Posts
    • 211 Thanks
    mrochester
    • #7
    • 8th Sep 17, 9:11 AM
    • #7
    • 8th Sep 17, 9:11 AM
    Who would you recommend for mobile and fibre broadband that does that?
    • JJ Egan
    • By JJ Egan 8th Sep 17, 9:14 AM
    • 9,611 Posts
    • 3,928 Thanks
    JJ Egan
    • #8
    • 8th Sep 17, 9:14 AM
    • #8
    • 8th Sep 17, 9:14 AM
    Zen and Andrews and Andrews A&A are two of the better suppliers who don't go down the cheap route .
    • Mister G
    • By Mister G 8th Sep 17, 10:45 AM
    • 398 Posts
    • 247 Thanks
    Mister G
    • #9
    • 8th Sep 17, 10:45 AM
    • #9
    • 8th Sep 17, 10:45 AM
    A&A is actually Andrews and Arnold
    • onomatopoeia99
    • By onomatopoeia99 8th Sep 17, 11:36 AM
    • 3,339 Posts
    • 7,373 Thanks
    onomatopoeia99
    Who would you recommend for mobile and fibre broadband that does that?
    Originally posted by mrochester
    I use and recommend Andrews and Arnold for fixed line broadband (VDSL or "Fibre" in my case). Been with them 14 years.

    My voice telecoms on the same line are still with BT Retail.
    INTP, nerd, libertarian and scifi geek.
    Home is where my books are.
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