Appaling Customer service +email reply

hubballi

I recently sent my XBOX for repair ( in it's origanal box) at SKP in Dundee on advice that it needed a new power supply. I then had to contact them after a few days because I had not heard anything. They told me that they have no power supply units and it would cost me £5 to send it back. What a waste of time.

Anyway, it arrived in a larger box shabbily packed with loose bits of broken polystyrine rattling around loose. They actualy forgot to send it for a few days after me paying for it.

So all in all, a very shabby unprofessional service from a shabby company.

I posted some customer feedback (civil of course) on their website but of course it hasn't gone up. I have then emailed them with my complaint and I got this response:





Dear Ian,


I am sorry you are so angry. Have you considered letting christ into your
life?.

Our lord will show you the true happiness my friend to letting go of hatred
and pent up feelings of confusion. A tremendous sense of connnection with
the world you may have been missing can be reached simply by letting your
heart open to Jesus. Silly childhood toys such your xbox will then seem
laughable once you know what life is really about. Sure sitting on your own
with a toy seems like life right now. But with a Christ in your life, your
eyes will be open and you will see what life has to offer in all its
splender.

Or check out Budha he's alright and that.

Regards and love skp





Is there any consumer organisation I can report this to?

Tozer

hubballi wrote: »

I recently sent my XBOX for repair ( in it's origanal box) at SKP in Dundee on advice that it needed a new power supply. I then had to contact them after a few days because I had not heard anything. They told me that they have no power supply units and it would cost me £5 to send it back. What a waste of time.

Anyway, it arrived in a larger box shabbily packed with loose bits of broken polystyrine rattling around loose. They actualy forgot to send it for a few days after me paying for it.

So all in all, a very shabby unprofessional service from a shabby company.

I posted some customer feedback (civil of course) on their website but of course it hasn't gone up. I have then emailed them with my complaint and I got this response:





Dear Ian,


I am sorry you are so angry. Have you considered letting christ into your
life?.

Our lord will show you the true happiness my friend to letting go of hatred
and pent up feelings of confusion. A tremendous sense of connnection with
the world you may have been missing can be reached simply by letting your
heart open to Jesus. Silly childhood toys such your xbox will then seem
laughable once you know what life is really about. Sure sitting on your own
with a toy seems like life right now. But with a Christ in your life, your
eyes will be open and you will see what life has to offer in all its
splender.

Or check out Budha he's alright and that.

Regards and love skp





Is there any consumer organisation I can report this to?

Terrible service but no consumer organisation would be interested in that I'm afraid.

3under3

Agreed, it's poor customer service.

I've worked in customer services for 12 years and over the past weeks emails from customers have been getting angrier and angrier. While I agree everyone has the right to complain sometimes (and I'm not saying it was the case here) sometimes customers do blow poor service all out of proportion).

I blame the credit crunch - everyone feels under pressure and a relatively anonymous email / internet post is the perfect way to vent at a company.

I really do feel like saying to my customers to get things in proportion but working in customer services you just can't reply to customers in the way that's been done here.

sandra_nz

Was this email from a representative of the company? If so, then yes you should definitely take this further!

oldone_2

3under3 wrote: »

Agreed, it's poor customer service.

I've worked in customer services for 12 years and over the past weeks emails from customers have been getting angrier and angrier. While I agree everyone has the right to complain sometimes (and I'm not saying it was the case here) sometimes customers do blow poor service all out of proportion).

I blame the credit crunch - everyone feels under pressure and a relatively anonymous email / internet post is the perfect way to vent at a company.

I really do feel like saying to my customers to get things in proportion but working in customer services you just can't reply to customers in the way that's been done here.

I am not sure it is due to the credit crunch but more to the growing frustration of consumers who try and correspond by e-mail.

My own experiences over the last 3 to 4 years show that if you e-mail a company with either a query,comment or even complaint, you are unlikely to get a reply quickly, if you get one at all.The perception of people is that because sending an e-mail is instantaneous, the reply should come quickly which of course is not always possible.

This year alone in dealing with 5 companies, two never replied to any e-mails, of 2 who claimed to answer within 48 hours, 1 took 72 hours, and the second needed another e-mail before they too replied in 72 hours. One notable exception was Iceland.I e-mailed on a Sunday morning a query regarding opening hours and had a reply within an hour.

3under3

oldone wrote: »

I am not sure it is due to the credit crunch but more to the growing frustration of consumers who try and correspond by e-mail.

.

I agree. When I first worked in customer services customers either wrote letters or called. If a customer received a response by letter within 10 days this would be acceptable, however the perception is that customer services staff are on hand to reply to emails instantly.

I always think it's better to call rather than correspond via email over days at a time. Since we introduced a "contact us" section on our website consumer enquires have risen by 400% - the corresponding increase in staff - zero.

It's not just customers but customer services staff that are also getting frustrated.

The email the OP received is still unacceptable.

d.edna

Is that email really on the level?

Tozer

sandra_nz wrote: »

Was this email from a representative of the company? If so, then yes you should definitely take this further!

Question is how can you take it further? I can't see any way.

uganda

Tozer, you're probably right that it can't be taken any further in a legal sense (although for all I know it can), but if I got an email like that I would certainly take the firm to task and ask why such inappropriate replies were being sent in their name. I agree with you though that consumer organisations would probably not be interested.

I concede that this wouldn't make their customer service any less 'shabby' even if they admitted a mistake with allowing the God-botherer to reply with his own agenda - I don't know whether he is a sincere nutter or someone trying to be funny, but either way it's unacceptable.

I am concerned, OP, that they would charge you for sending something back when they were unable to repair it. I don't know what Ts and Cs you signed up to or whether this was something you could reasonably have expected them to do - if so, I would seek consumer advice. If not, then at least you've warned some of us that we might not want to have anything to do with them!

hubballi

Is that email really on the level?




What do you mean, am I making it up ??????

d.edna

hubballi wrote: »

Is that email really on the level?




What do you mean, am I making it up ??????

No, I mean did they really think they would get away with something like that

Its just crazy!!