Complaint Letter Successes

phunkygal

Yes

Baby_J wrote:

Apparently, that is all myth.

the person i spoke to's dad is an area manager for a very succesful high street chain and it was him who told him

Baby_J_2

No

phunkygal wrote:

the person i spoke to's dad is an area manager for a very succesful high street chain and it was him who told him

I was supervisor for a popular Supermarket and it was a myth to put the consumer off of complaining. And this was only about a year ago.

Nyarlathotep

No

Contact:

Paul O'Sullivan
Guest Care Representative
Guest Services,
Mitchells and Butlers PLC,
27 Fleet Street,
Birmingham B3 1JP
Telephone: 0845 - 700 - 5050

or there's an online form at:
http://www.mbplc.com/index.asp?pageid=476

Hope this helps

duchess22

Hello, just thought I would add my two cents.

I work in a clothes shop, and we are aware of people who complain falsely, and I know we deal face-to-face, but we do get in trouble if someone from head office is in store when someone is getting angry at us for something which isn't our fault. We deal with several of these a month, which doesn't sound much, but compare it to..

I once had a lady who said my customer service was so good, she wanted to tell my manager, so she called my manager down from the office, and told her. This made my week, it was lovely. And then she came back with a mini box of roses and (this sounds silly) but it was so sweet I wanted to cry.

So, always compliment! It makes our week

durham_girl

No

I agree with the above poster, I work in a shop too, and when I get a compliment, it makes my week! This spurs me on to be just as helpful to the next customer and so on. Compliments create better customer service!!

car1os

sent an email to walkers about multi packs being open and i had thrown away all packaging they asked for but still sent £4 vouchers within a week of first email result

louised

I bite into a mouldy Mr Kiplings cake on Valentines day, I have e mailed them twice and have had absolutely no response. The cake was indate and I took it out a sealed packet. I don't know what to do now, I emailed a photo of the mouldy cake next to the best before date on the box !!

impy78

No - but the title needs to change

RESULT!!!!!!

Well, after finally managing after a month to speak to someone in Vodafone CS with a brain, we thought that we were making progress, as they realised something was amiss with this (especially as the bill had gone up another £1200 after the contract had been cancelled!!!).

Sadly, we then spoke to a manager, who could only be described as a patronising moron, who seemed devoid of any common sense, and was only interested in retaining our business. I was so annoyed, I sent the following email:

[Quote=
Me being really hacked off at this point]

Dear Mr Sarin (COA of Vodafone uk)

I am writing on behalf of my friend and colleague, *****, who has had ongoing problems with your service and your staff, since she bought a Vodafone wifi datacard on 8th January 2007.

On the 21st of January, her connection was cut off, when she went to enquire why, at your Ealing branch, she was told that she had run up a bill of some £790. This was on Wednesday 24th of January. The shop said that they could do nothing to help her, (and displayed very little interest in doing so), and were unable to diagnose whether or not there was a fault with the card, and told us to speak with customer services.

Both Miss **** and I spoke with customer services, who advised that she had been logging onto the internet every 10 minutes, 24 hours a day.

As Miss **** doesn't have her laptop switched on, or her data card plugged into the laptop 24 hours a day, the above would be impossible, as there would be nothing to power to data card, and no protocol to receive the data.

After explaining this to the customer services department, we were told that we were mistaken and that Miss **** had indeed been using the internet at this length, and that it was "probably her emails". Not attempt was made to try and listen to Miss ****, no-one questioned that the fault could lie with anyone other than your customer, and the attitude was that it was very her problem for her to deal with.

We then contacted customer services again the following day, who advised that they would run some tests, and would call back within 72 hours. Three weeks later, after trying to chase it up, Miss **** had still not received a call, but had received a bill totalling £1,969.68.

It was at this point that we spoke to a member of staff called ****, from your Stoke-on-Trent office, (on 14th February at approximately 3.45pm), who was extremely helpful, and saw straight away that there was some kind of problem with the datacard, as the bill had continued to increase, after Miss **** had been disconnected. She said that she needed to pass this issue to a manager, and gave us her manager's name (****), and advised us that she would call Miss **** today, between the 1pm and 2pm.

Unfortunately, at 1.50pm, we had not heard anything, and as we are on a strict schedule at our school, we needed to speak with someone before 2pm, so we called Vodafone CS again, and asked to be put through to Ms ****. We were advised this was not possible, but they could send her an email, or we could speak to their manager.

We took the advisor up on this offer, and ended up speaking to a Ms ____, who seemed more interested in retaining Miss **** business, than dealing with the matter in hand. On repeated occasions, Miss **** advised Ms ____ that she wished to buy out her contract, as she was no longer happy to continue with vodafone as her service provider. Ms ____ repeatedly expressed her "concern" that Miss **** was paying for nothing, whilst giving out stock answers about the outstanding balance. She then explained how a data card worked. I advised her that I am fully aware of how a data card works, and am therefore surprised that this one is accessing the internet without being plugged into anything. As for the reason the outstanding balance had increased almost three times since the initial phone call, Ms ____ advised there was a 72 hour delay in calls being shown on your system. Which doesn't make any sense, as if it has taken Miss **** almost 2 weeks to run up a bill of £790 by allegedly doing the same thing over and over again, how has she then managed to run up an additional £1200 in 72 hours, apparently doing exactly the same thing as she was beforehand.

Eventually, we managed to reach some sort of compromise, (though more in your favour than ours), whereby, Miss **** will pay the outstanding line rental for January and February on 23rd of February, and then remainder of the line rental the following month, and the other £1916.85, is being held in dispute, whilst the issue is being investigated. As, according to Ms ____, this issue has already been investigated 4 times already, I don't hold out any hope of the outcome being any different from the previous investigations. This is still not acceptable; the only reason Miss **** has decided to terminate her contract with your company, is the appalling level of service she has received, and the huge amount of completely unnecessary stress that she has been put through by your staff's failure to resolve this issue. We request that any outstanding balance is written off, as Miss **** has received two weeks service on her datacard, and four weeks of worry ,which we are holding Vodafone UK, entirely responsible for. Miss **** was also made to hand over a deposit of £100 when she took out the contract at your store, we request that this is returned to her as soon as possible.

Any further calls we make to Vodafone will be recorded.


We need to resolve this issue as a matter of urgency, and unless a favourable outcome has been reached within a week, we will have no other option but to contact OFcom and BBC Watchdog.

Thank you for taking the time to read this email, it is much appreciated.

Yours sincerely

ME!!!![/quote]

Well, tonight, very much to our suprise, my friend received a call, advising that all of the outstanding balance has been deleted, and she owes Vodafone £0.00!!!!

I am so happy that someone actually listened. It gives me faith in the human race again.

Finch7

No

I just want to say that i sent an email telling s certain company how much i liked their products, as it is honestly one of the best i have found and i got vouchers and free samples through the post, so dont be all so quick to complain, remember the people who provide amazing service too.

Batgirl

No

I received an email from UKTV in October letting me know I had won a Luxury Spa Break, they then emailed me a week later with more details of my win. I have since heard nothing from them and have emailed them but had no reply, I haven't got the original email as my PC died and took everything with it, how can I get hold of my prize? I really don't know what the best way is about sorting this and its about £500 worth of prize.

Thanks for any help

Batgirl