Complaint Letter Successes

Ali_UK

A few weeks back I got my phone bill in (Orange) and was shocked to see I was now being charged for my text messages. I signed up on a bundle which gives me 200 minutes and 500 texts per month.

Phoned their call centre (you know where that is!) and was told the 500 free text bundle was a promotional offer for 18 months only and had therefore expired. Told him no way (I mean who in their right mind would pay £25 a month just for 200 inclusive minutes?!), I checked all my paperwork and that's not the case and also I should have been reminded that it would expire when I renewed my contract - of course I would have shopped around for a different tariff/network. He said he couldn't help me....I wasn't surprised.

Anyway, wrote a letter to complain and today got a call from a nice lady who again said it WAS a promo offer for 12 months and that all customers were informed it was extedned for another six (therefore got 18 months) - again I told her I would have seen that on my paperwork terms and conditions and therefore changed my tariff instead of locking myself in for another twelve months. Anyway, she then said, what we will do is give you the 500 text bundle free for life, but we won't refund for the texts in between the promo expiry and today (when she was making it effective from). I said fine, thanks very much!

But, afterwards I thought they must have been in the wrong cause why else would they have offered me that - they're saving me £10 a month for as long as I stay with them! Duh....anyway, I'm quite happy with them otherwise, so this was a top result for me!

debsue

No

kiansdad wrote:

if you breakdown with the A.A. and you have manufacturers warranty free breakdown cover it does not cover changing a spare wheel in event of puncture, ring the a.a. up they will say its £95, what a rip off, just ask at beginning of cALL that u got flat tyre,and your disabled.. they will still refuse to come out free=-= hang up ring customer relations next day say you were on motorway for 3 hours ,ur disabled and diabetic and needed medication and that u were refused service as you were nt covered, say you got green flag to attend and you paqid £72 which is what they charge as i work for them, and green flag attended , say you felt ill and disgusted they wud not attend, say your dealer said you were covered for wheel changes, say your going to press and the financial services authority, for which they are regulaed by, I GUARANTEE YOU WILL RECIEVE A CHEQUE FOR FIFTY POUNDS, OK JUST FOR 1 X FREE FONE FONE CALL AND A 2ND 0845 NUMBER FOR THEIR CUSTOMER RELATIONS. WHEN YOU RING NEVER MENTION WHERE YOU ARE AT THE TIME, JUST SAY YOUR DISABLED, WHEN YOU COMPLAIN THEN THROW IN THE MOTORWAY AND INSULIN DIABETIC STUFF

Thanked by mistake, pressed wrong button!

Actually wanred to say how appalled I am by this post!

EagerLearner

No - but it should be moved to another board

Quote:
Originally Posted by kiansdad
if you breakdown with the A.A. and you have manufacturers warranty free breakdown cover it does not cover changing a spare wheel in event of puncture, ring the a.a. up they will say its £95, what a rip off, just ask at beginning of cALL that u got flat tyre,and your disabled.. they will still refuse to come out free=-= hang up ring customer relations next day say you were on motorway for 3 hours ,ur disabled and diabetic and needed medication and that u were refused service as you were nt covered, say you got green flag to attend and you paqid £72 which is what they charge as i work for them, and green flag attended , say you felt ill and disgusted they wud not attend, say your dealer said you were covered for wheel changes, say your going to press and the financial services authority, for which they are regulaed by, I GUARANTEE YOU WILL RECIEVE A CHEQUE FOR FIFTY POUNDS, OK JUST FOR 1 X FREE FONE FONE CALL AND A 2ND 0845 NUMBER FOR THEIR CUSTOMER RELATIONS. WHEN YOU RING NEVER MENTION WHERE YOU ARE AT THE TIME, JUST SAY YOUR DISABLED, WHEN YOU COMPLAIN THEN THROW IN THE MOTORWAY AND INSULIN DIABETIC STUFF


I agree - that's not on at all - things like that make overall costs go up for others eventually.

moneypenny2k

I posted this earlier in the thread and I'm sure it would work for you...

moneypenny2k wrote:

This is a technique I use when faced with companies which are clearly shirking their responsibilities under the sale of goods act etc...

Get onto the companies house website https://www.companieshouse.gov.uk and get a copy of the companies last annual report, it costs £1. You will be emailed details of the company including the directors names and home (usually) addresses.

I then write to the directors at their home address by recorded delivery. This ensures that the poor little loves have to get up in their jim jams to sign for the letter or better still go down to the post office to collect it.

Invariably I've had positive responses from this method, it sends the message that they are dealing with somebody who has enough nous to get their home details AND are peed off with their company, thus the complaint could escaltae... They usually pass it on to somebody senior in the company to resolve.

The last time I used this technique I got a £50 check from a major building society for a serious error in their admin that had taken me 5 letters to resolve.

Hope it works for you.

lilmiss1982

kiansdad wrote:

if you breakdown with the A.A. and you have manufacturers warranty free breakdown cover it does not cover changing a spare wheel in event of puncture, ring the a.a. up they will say its £95, what a rip off, just ask at beginning of cALL that u got flat tyre,and your disabled.. they will still refuse to come out free=-= hang up ring customer relations next day say you were on motorway for 3 hours ,ur disabled and diabetic and needed medication and that u were refused service as you were nt covered, say you got green flag to attend and you paqid £72 which is what they charge as i work for them, and green flag attended , say you felt ill and disgusted they wud not attend, say your dealer said you were covered for wheel changes, say your going to press and the financial services authority, for which they are regulaed by, I GUARANTEE YOU WILL RECIEVE A CHEQUE FOR FIFTY POUNDS, OK JUST FOR 1 X FREE FONE FONE CALL AND A 2ND 0845 NUMBER FOR THEIR CUSTOMER RELATIONS. WHEN YOU RING NEVER MENTION WHERE YOU ARE AT THE TIME, JUST SAY YOUR DISABLED, WHEN YOU COMPLAIN THEN THROW IN THE MOTORWAY AND INSULIN DIABETIC STUFF

i can't believe that you would lie like this its disgusting thats not what this thread is about.

Princessa_2

Yes

kiansdad wrote:

if you breakdown with the A.A. and you have manufacturers warranty free breakdown cover it does not cover changing a spare wheel in event of puncture, ring the a.a. up they will say its £95, what a rip off, just ask at beginning of cALL that u got flat tyre,and your disabled.. they will still refuse to come out free=-= hang up ring customer relations next day say you were on motorway for 3 hours ,ur disabled and diabetic and needed medication and that u were refused service as you were nt covered, say you got green flag to attend and you paqid £72 which is what they charge as i work for them, and green flag attended , say you felt ill and disgusted they wud not attend, say your dealer said you were covered for wheel changes, say your going to press and the financial services authority, for which they are regulaed by, I GUARANTEE YOU WILL RECIEVE A CHEQUE FOR FIFTY POUNDS, OK JUST FOR 1 X FREE FONE FONE CALL AND A 2ND 0845 NUMBER FOR THEIR CUSTOMER RELATIONS. WHEN YOU RING NEVER MENTION WHERE YOU ARE AT THE TIME, JUST SAY YOUR DISABLED, WHEN YOU COMPLAIN THEN THROW IN THE MOTORWAY AND INSULIN DIABETIC STUFF

That's terrible! You say 'free £50 from AA' when it's not just a free thing! It's obtained by deception and I'm sure you could be done for fraud if they found that out. Plus I'm not that desperate for 50 quid that I would ring up and pretend to be a disabled diabetic stuck on the motorway, that's disgusting.

Princessa_2

Yes

I got a £5 hipp voucher this morning after complaining about a jar of baby food. It smelled really funny and the texture was weird. I told them the lid had 'popped' so it must have been sealed, but they wrote back saying that I should check for the pop and that it probably wasn't sealed. Was a nice letter though and they got back to me very quickly, so am happy about it.

doodledoodle24

I wrote off to Burger King less than a week ago complaining about a piece of blue plastic i found in amongst some lettuce in a burger.

I enclosed the plastic in my complaint letter and received back this morning a detailed letter explaining how they wash and prepare their lettuce and they enclosed 4 vouchers for whole meals (i only requested my £3.50 back)!

SamMoffatt28

I recently started to change all my lightbulbs over for low watt energy savers ones as I want to be more energy efficient and environmentally friendly. I have been buying 2 a week from netto at 49p each. Great I thought until 2 of them blew within a month. They say on the box guaranteed for 6 years or 1000 hours. I emailed the manufacturer (Philips) on Tuesday, to complain although I wasnt expecting a refund or anything. Anyway, a couple of hours later I received this reply ...

Dear Samantha

Please accept my apologies on behalf of Philips lighting for the early failures of your energy saving lamps, I have arranged to have six replacements sent to you for delivery Friday this week.

I am sure these will serve you well.

Regards

Garrie Bullock
After Sales Service

I received the six energy saving lightbulbs as promised this morning. I have emailed them back to say thank you and that their customer service is outstanding!
It just shows that it pays to complain!

rachaelc_2

My partner and i stayed at the Hoyiday Inn Mayfair in London a few weeks ago, we had loads off problems from the moment we got there, our room was ready - it would be ready at 1pm, waited til 1pm 'O no Sir THAT room wont be ready till 2pm' Room Service was till 11pm, phoned down at 10.40pm to be told that they werent cooking hot food, my partner wanted the 'June Special' and we were not that this offer want valid (it was the 17th june and it was advertised in our room) wrote to the manager and they said that we caan have a free upgrade and £50 towards a meal in the hotel. Not bad!!