Complaint Letter Successes

Gemma84_3

Hi there, anyone got a email address for tesco?
Its actually a compliment i want to make, in our local express store the staff are fantastic and i would like to send a email just showing my appreciation.

Thanks in advance

mzqa395

No

customer.service@tesco.co.uk
Tesco CEO: terry.leahy@uk.tesco.com

Wiggynut

I recently signed up to a new current account at HSBC - everything was set up and got a letter saying that within 7 days I would receive my card, cheque book and paying in book, if not I would get £10 .:rolleyes: .. 2 weeks later I rang the customer service who said it hadn't been ordered yet but they will do this now. Another week passes so I ring again... ordered again... 3 days later I ring agai... ordered again! Gave up after 3 weeks and went into the branch for the 3rd time and the lady behind the counter ordered my card etc... It finally arrived a month later! :mad:

I wrote a letter to complain about this (I've never sent a complaint letter before except to start the bank charges back from Monument!!) and they called and gave me £30 :T

result!!!
I normally just put up with poor service so I'm rather pleased that I was actually 'listened' too! Wouldn't have done it but this site is making me more proactive and that I don't have to put up with rubbish and get ripped off!
cheers :beer:

Wiggynut

I had the unfortunate experience of working for a call centre - moved to an area with no work... not doing that again! :eek:

I worked for a national telephone service provider for people who rang up to ask about the account etc... anyway I ended up working in the complaints department which was doubling in size rather quickly!!

Their 'unofficial' policy was that if someone was nice in their complaint letters just send a 'cut & paste' letter saying sorry.
If someone was rude, demanding and making threats to contact the press, tv consumer shows etc then give them some money!!

They did have one issue that was happening to thousands of people for over a year so they stopped giving money out to them because there was too many so they just got a sorry letter!

I have never had training on complaint issues or the legal side of complaints and when I asked no one knew either - we just made it up as we went along... it was pathetic and this is a huuuuge national uk company. We also got paid about £700 per month at this call centre which is really not enough when dealing with people who scream abuse down the line - not allowed to put the phone down, just have to listern to it and yet the call centre staff cannot do anything as the call centre is 'cut-off' from the actual company who are providing the service! imagine dealing with 75% abusive calls out of 90 calls per day!

I will never call a customer service centre unless urgent!

1) Always record the call (mobile phones have this option)
take the name of the person who you are talking to (if possible their extension number)
2) the date and TIME of the call - be precise.
3) all calls are recorded - they say this is for training... not true... it's a legal requirement for disputes!
4) If the call centre staff cannot find your call instantly (if they bother to look and I'm being serious here - I was the only one who kept looking for peoples recording of calls - supervisor kempt saying don't bother!) they will say it's lost or can't be traced. so make sure you have a copy yourself.
5) don't ring to complain - they can log it but that's it! - write first... most companies policy is - say sorry but if they write a second letter back saying not good enough then look at the problem or give them money.

hope that's helpful
(I HATE CALL CENTRES - yes... even more than most people try working in one!)

emma396

Over 15 years ago. my nan who speaks no english, and my bro and sis (who do speak english). We were meant to be getting a train from aberdare to cardiff. The train didn't turn up and neither did subsequent trains. we ended up having to take the bus which changed at pontypridd. my sis complained and we got vouchers to get the train for free

sylphraven

No

Well this thread has inspired me to put pen to paper, fingers to keys & make a few complaints!

After a bad experience I wont make complaints in person, my OH complained in a local restaurant that there was a hair in his meal, the meal was replaced & we were offered a free desert each. When we received the bill we found we'd been charged for them so we asked the waitress about it, she went to look in to it. Not long after the manager came over & told us loudly that we had been identified by staff as having tried this scam before, that this time he wouldnt charge us but he wouldnt except it another time. As a quiet, shy person I was mortified at having been embarrased like that & have only been back in recently now its under new management.

dreams_R_free

No

In the 1960s my Auntie found a matchstick in a tin of Bachelor's peas:eek:. She wrote and complained (enclosing the object) and heard nothing for 2 weeks. She was very annoyed and was just about to contact them again when a huge box was delivered, full of all the various products that Bachelor's made. I think it was in the days before vouchers etc were in such common use.

Last year I was nearly sick when I nearly swallowed a long piece of dental-floss type material in one of McDonald's yoghurts. I kept it and went home and wrote to them, enclosing it in the letter, and they sent me a £20 voucher. It wasn't worth complaining to the staff at the time as they were really busy and the staff were all weekend kids, the 'Manager' only looked about 18! It's always better to put it in writing, then you can keep a copy in case further action is required.

I was quite impressed actually as apart from the vouchers I received a follow-up letter from McDonald's Head Office a couple of weeks later telling me that they'd reorganised their work-stations etc in that branch (and thanking me for drawing the shortcomings to their attention:rotfl: ) so there was no likelihood of foreign matter getting into yoghurts in future.

Moonlight_2

No

Recently complained to Budweiser, as while opening a bottle at home, the top of the bottle broke off with the cap, (luckily I seived the larger into a glass so did not loose any), I emailed details over, and today got a letter back with vouchers fo 40 bottles of bud :beer: Hiccup!!!!

dreams_R_free

No

The only problem is whether to go to the outlet/company that we've had to complain about in order to use the vouchers. . I didn't fancy McDonalds (any branch) for a long time after my bad experience and swapped them for £20 of M&S vouchers with a neighbour who'd been given about £200-worth for the previous Christmas and was having trouble spending them all . She had 3 French exchange students staying at the time and planned to take them to McDonalds one day anyway. No wonder the French don't rate English cuisine:eek:

freebiequennie

hello over the years i have been know to complain once or twice or maybe a few times if its rubbish i moan!!

soem results include

flat moet champers- 2 free bottles

poor delivery service argos- £20 voucher

poor wedding gift service fenwicks - £25 voucher

poor service for meal pierre le bistro - free meal

disgusting sauce dolmio - £5 voucher

disgusting fatty golden drummers - £10 cheque

these are a few results i have had, always worth a 25p stamp