Asda's Crappy Customer Service

scoutfinch

As a regular Asda shopper apart from the odd near miss on a spillage, the odd grumpy checkout assistant and silly substitues I can rarely fault them. That was until this evening. After shopping in Asda tonight we returned to the car to find that I had left the lights on the car while we had been shopping, when I tried to start the car I found my battery was flat, realising that I would need someone to jump start me my first instinct was to go and enquire in the store to see if someone could help me out. I asked at Customer Services and was told that one of the "Porters" carry a set of Jump Leads and would be able to help me out, I asked the only "Porter" that was outside and he told me he did not have any, he asked in the store and at the Petrol Station and told me that there were no Jump Leads available, he then asked me if there was anyone I could call to which i told him I had telephoned my dad who was trying to find a set, he said he would keep asking to see if he could find any but came back and said that there was none available. Whilst waiting for a reply from my dad I went back to Customer Services and asked if they knew of anyone who would have a set of Jump Leads, this was after looking in their Motoring section and finding none. The lady on Customer Services told me that no one had any leads and when I asked if she could put an announcement over the tanoy system she told me that she could not put out an announcement for this kind of thing, even a shout out to see if there were any Good Samaritans in the store willing to help would have been some help. Finally my dad arrived with some Jump Leads which turned out to be dud, he then had to remove my battery and take it home to be charged which meant leaving the car overnight in the car park. I informed a member of staff who told me to leave a note in the car so i would not get a ticket.

So, the car has been left in the car park until we can get back with the charged battery tomorrow. Once in the house and after defrosting myself after spending nearly two hours waiting and trying to start the car i came across this little gem on Asda's website:

"Jump Lead Service The Greeters and Porters are trained to identify when a customers car has broken down or won't start in the Car Park, these colleagues will then assist you in getting your car started with jump leads using the Store Manager's car to get you back on the road"

What an amazing service to offer, shame they didnt follow their own policies and help us out instead of us having to sit in the car park waiting for help to arrive. I am very disappointed that they basically do not do what they say on the tin on this occasion

molerat

Perhaps they have had problems with the store managers. I would not jump start someones car from mine, in fact the handbook specifically states you should not. Many modern cars can be damaged this way. I would contact their HO and ask them to explain their policy specifically in the light of the information I have quoted above. I think the store did quite well despite the company flawed policy. They are a supermarket after all and not a breakdown service. Have you not got breakdown cover ? http://www.autoaidbreakdown.co.uk/ £37 would have saved a lot of heartache.

richardginger

I agree with molerat 100%. However, if the quote from Asda's website is correct, then scoutfinch should have received a bit more assistance from Asda. Definately best to have breakdown cover to deal with this kind of situation . . .

alison999

I agree with the first 2 replies, at the end of the day it is just a mistake (on your part), its just one of those things.

I do think though you should contact asdas about whats on their website.

solodanceparty

No one has any obligation to jump start anyone's car. The situation stinks, but the only person you should be mad at is you.

Proc

HELP!

I went into Kwik Fit recently and asked for a loaf of bread. The manager asked his assistant who then came back to me and said that they didn't have any!

They put an announcement over the tannoy but amazingly, nobody came forward with the goods!

I had to call my Dad who eventually showed up. It turned out I had to toast the bread, butter it, then add the jam of my desired flavour before I could do anything with it. I was fuming!

hoyles10

I recently got stuck on a Tesco car park with a flat battery, I called the RAC out they were there within 25 minutes and got me started up again problem solved.

I even got the bonus of having my tea from the chippy across the road whilst I waited so saved cooking tea when I got home, double bonus

If that quote is correct from Asda though I would send them a polite email explaining that no-one seemed to have jump leads and if that's their policy then you suggest they supply their stores with the battery boost packs so they wouldn't need anyone elses car to jump start people.

Davey2009

Many supermarkets have an arrangement with the AA or RAC so if a customer has car problems thay can be helped & I guess from the stores point of view they dont want broken down cars in the car park or have someones mate trying to fix them, why Asda cannot do this is beyond me.
Then you say their own website states a service that no one seems to know about well it is not what you would expect from a major retailer is it?
Complain to their HQ ask why they advertise something & the stores know nothing - then again you only will be wasting your time - at best you will get an apology which would count for nothing & at worst they will just ignore you - another reason not to shop at Asda ?

If you think from my reply I am anti Asda you would be wrong I am just anti crap customer care.

alison999

Proc wrote: »

HELP!

I went into Kwik Fit recently and asked for a loaf of bread. The manager asked his assistant who then came back to me and said that they didn't have any!

They put an announcement over the tannoy but amazingly, nobody came forward with the goods!

I had to call my Dad who eventually showed up. It turned out I had to toast the bread, butter it, then add the jam of my desired flavour before I could do anything with it. I was fuming!

this made me actually laugh out load :rotfl:

Spartacus_Mills

hoyles10 wrote: »

I recently got stuck on a Tesco car park with a flat battery, I called the RAC out they were there within 25 minutes and got me started up again problem solved.

I even got the bonus of having my tea from the chippy across the road whilst I waited so saved cooking tea when I got home, double bonus

If that quote is correct from Asda though I would send them a polite email explaining that no-one seemed to have jump leads and if that's their policy then you suggest they supply their stores with the battery boost packs so they wouldn't need anyone elses car to jump start people.

Surely they sell jump leads and it is always useful to have some in the car. My jump leads come from Tesco.

scoutfinch

Proc wrote: »

HELP!

I went into Kwik Fit recently and asked for a loaf of bread. The manager asked his assistant who then came back to me and said that they didn't have any!

They put an announcement over the tannoy but amazingly, nobody came forward with the goods!

I had to call my Dad who eventually showed up. It turned out I had to toast the bread, butter it, then add the jam of my desired flavour before I could do anything with it. I was fuming!

I didnt ask for sarcasim. I didnt expect Asda to have a breakdown recovery service at the back of their shop but a little bit of help would of been nice.As i only bought the car on Thursday I havent sorted any sort of breakdown cover yet. Sometimes its better to keep your mouth shut as things can be offensive