panasonic plasma tv fault

cremple

I agree. After reading some horror stories about the Dixon group customer service, perhaps this signals there are improvements being carried out.

cremple

Flyboy152 wrote: »

Have you changed the batteries in the remote?

Have you been keeping up with thread ?

cremple

CoolHotCold wrote: »

Most retailers would make it more difficult by making you get a report done, that and the fact they compensated you and instated a new 12 month warranty is customer service. If they did this with every customer, and they are still sorting out the problems than in a few years you might even hear Dixons group talked about as John Lewis class customer service.

I agree, it seems improvements are being made.

CoolHotCold

cremple wrote: »

I agree, it seems improvements are being made.

They are trying, thats why they brought out the call centre from the company that does it at cost and brought it in house. The figured out that paying per call answered while cheap leads to bad customer service and maximum call times. They brought it in house and retrained them (and are retraining and rebranding on the 1st of March, they have over 200 different systems running for various teams and projects etc etc, any idea how hard and time consuming it is to get information from one system required to book a job and then get delivery information etc etc etc.
The repair company they used for some of the jobs called Mercom is pants and again, get paid per repair, some systems were lost in their system and some just returned without any repair work done. (again leads to bad customer service, delays etc). So they built and rehoused a new "TechGuy" Newark Repair Centre (name to be changed) which is the biggest in Europe I believe. (They did have a Newark before but it was situated across multiple sites, so the laptops would arrive (and quite litterly theres two people that process incoming laptops and scanning it onto the system) and get piled into the delivery warehouse to be taken across the site to the designated repair area (like 300 meters or something) and if a part was needed the tech would order it and every time enough parts were ordered from the warehouse someone would drive across the site in a van/forklift to get all parts required for the repair area hosting X techs, then after repair it would just go straight to the redelivery area (again across a site) where DPD would collect and arange the system to be delivered to store/customer. Which as you can image is a horrible process and full of bloat, so they built a new centre with a combined delivery/redelivery/repair/part warehouse. So "runners" can go pick the parts off the shelf down a corridor when needed.
This in itself is good news (also it has been inspected by Apple and they are so happy they trained 10 dedicated apple technicians who work there now and they have access to Apples parts.) It also passes through two quality control areas to ensure the fault is fixed
Also they are combining the 200+ systems down to like 13 main ones, and lets say your laptop is faulty you either phone up or take into a TechGuy store, and once diagnosed they will book it up and give you when its going to be picked up, exactly how long its going to take to repair (they check the parts required are in stock) and when it will be returned to you/store and then give you a tracking reference so you can go onto the "TechGuys" (rebranded) website and check what is happening to it. If they run into any problems or it needs extra parts thats not in stock they'll phone/text and tell you the problem and revise the delivery back to you date/store. They are aiming to get it down below 7 days (not 7 working days, 7 days total) for the system to get repaired and QA.

Also as a side note of the Call centre being in house now they can communicate more efficiently and training works better.

But thats what I heard, a small amount of pain in the transformation process, but the long run customer service improvement will be huge (I mean Dixons stock level tanked because of poor customer service 4 or so years ago, and customer service problems was the reason people didn't shop anymore. Mr Browlett has turned the ship around (but its a very very big ship) and the improvements have only just started to be felt, should be all uphill now.

cremple

Hello CoolHotCold you appear to have some knowledge of the Dixon group customer service system. Are you employed there?