MONEY MORAL DILEMMA: Would you want them sacked?

suchard007

Agree heartily with the majority of the above - I would carry on with my complaint. If someone's paid to do their job - then do it competently and professionally. If only more people would only do their jobs properly we'd all be getting a better service everywhere !!! :rolleyes:

wardy_ac

I'd persue the complaint. Their error costing me money, and emotional blackmail is just another industry tactic, and is this would also be a sign of poor management to discuss internal procedures such as disciplinaries with a third party, the customer!

cas26

I would definately carry on with the complaint not least because they had tried to blackmail me. The chances are they would loose their commission rather than their job. If they are going to loose their job then it is probably a blessing in disguise.

Polonius

I would suggest he refund the money personally. Incompetance is the human condition. We all make mistakes, and we have to pay for them; but getting the guy fired for a simple mistake is cruel and senseless. This way, everyone wins!

HARD_HEARTED_ANNIE

annie-c wrote:

As a manager of staff, I make judgements based not just on the behaviour and therefore, the mistakes of my staff, but also on the way that they deal with those mistakes. I would not necessarily sack someone over the matter of a problem resulting in a £100 loss. But I would take a very dim view of someone who tried to cover a problem up or pass the cost of the mistake onto an innocent party.

The operator in this scenario has made (at least) 2 mistakes - the original mistake of giving poor advice AND the more serious mistake of not taking responsibility for his/her behaviour. What else might he/she have tried to cover up? If I don't report this, who will be ripped off next and for how much?

I'd feel bad - but I'd report it.

Could'nt agree more - must be in the name!

weiran

If it's costing me money I have little or no sympathy for the employee that caused it, especially if its £100. The fact that he even had the nerve to blackmail me is the tipping point

sonderguy

Complain because:
1. If on a final warning then the operator has already got things wrong before and must have had a series of warnings from managers as required by the employment legislation. The managers must have given further training and the opportunity for the operator to improve. With another error this person should not now be in the job. If operator is sacked but the managers have not given written warnings and enabled the operator to improve then the operator can claim unfair dismissal and compensation at an employment tribunal. None of this is your problem.
2. You do not know the operator. How do you know that the plea of final warning and getting sacked actually is true. The operator may just be trying to avoid the extra work of processing a complaint. The operator may even be trying for a company bonus for dealing with the most calls but will say anything to clear their calls quickly and get to the next one.
3. Why should the consumer give up money because of a retailer or service providers error which includes responsibility for the actions of their employees.

jobamberger

Too right. In my profession you just don't try to move your own dilemmas onto the customer. It may be that the wrong information was an honest mistake, and that is up to the employee and the company to do with. However, the employee should be disciplined for trying to emotionally blackmail the customer. This would be very unprofessional and out of order, and probably breaking a dozen different laws and practice codes!!!

jyonda

Sack! Sack! Sack!

SusanCarter

I'd still complain. Why should I lose my money due to someone else's incompetence? If it's a one off mistake (which everyone can make from time to time) then they would not lose their job but if they're already on their final warning then they're obviously not very good at what they are doing. By not complaining and therefore protecting the person's job I would be exposing others to losing money in the same way. Also if they've made this kind of mistake when they are already on their final warning then the chances are they are not going to improve so will end up losing the job anyway.

EDIT: Surely the chances of getting through to the same adviser in the call centre would be very unlikely anyway?