Complaining and getting nowhere? go straight to the top

Maldives_lover

Just a quick update on this.

I used this site to get the email address of the John Lewis CEO, emailed him Friday evening and had a response from the Customer Excellence Manager on Monday morning. End result, my TV will be collected and a full refund given.:D

Hintza

Maldives_lover wrote: »

Just a quick update on this.

I used this site to get the email address of the John Lewis CEO, emailed him Friday evening and had a response from the Customer Excellence Manager on Monday morning. End result, my TV will be collected and a full refund given.:D

And you think he read it?

Maldives_lover

Hintza wrote: »

And you think he read it?

I don't really care if he read it or not. The point is that it was passed on to someone who resolved the problem. As I said earlier in this thread I know the CE won't take action but when he/she tells someone else to sort out a problem they usually do. In this case, JL had sent me an email refusing to do anything, now I am getting a refund which is a direct result of the email I sent to the CE.

omen666

The link to the CEO's is somewhat old, a few years old and has been posted onhere a few tumes.

Going to the top works and I used the above once a couple of years ago. Think a lot of chief execs are aware of it now and just have a dummy account now and have a proper one for themselves. Example like above

zzzwillie.walsh@ba.com

drussellh

Maldives_lover wrote: »

I don't really care if he read it or not. The point is that it was passed on to someone who resolved the problem. As I said earlier in this thread I know the CE won't take action but when he/she tells someone else to sort out a problem they usually do. In this case, JL had sent me an email refusing to do anything, now I am getting a refund which is a direct result of the email I sent to the CE.

Well done. Good outcome.

MrRedundant

Of course if you had sent the same e-mail to the customer complaints team rather than ranting at a call centre the outcome may have been the same. The call centres are there to filter; unfortunately; occasionally they will filter out calls theys houldnt.

Oliver14

Maldives_lover wrote: »

Just a quick update on this.

I used this site to get the email address of the John Lewis CEO, emailed him Friday evening and had a response from the Customer Excellence Manager on Monday morning. End result, my TV will be collected and a full refund given.:D

If you'd rung normal customer services you would have had the same result I bet

Your deluding yourself if you think the CEO actually read it. As with most things if you complain properly don't rant, don't act like a Moron and you will in the majority of cases get a successful outcome.

There are a huge amount of emails on that website that are incorrect for the companies let alone the actual person.

durham_girl

Oliver14 wrote: »

If you'd rung normal customer services you would have had the same result I bet

Your deluding yourself if you think the CEO actually read it. As with most things if you complain properly don't rant, don't act like a Moron and you will in the majority of cases get a successful outcome.

So have you always been psychic?

Can you read? The OP never said they thought the CEO dealt with the problem, just that the issue had been sorted when previously JL said the couldn't do anything.

drussellh

I'm currently have an issue with John Lewis, I got nowhere with the store or technical support and customer services don't respond.

I wish some people would have bothered to read the above before commenting.

Maldives_lover

MrRedundant wrote: »

Of course if you had sent the same e-mail to the customer complaints team rather than ranting at a call centre the outcome may have been the same. The call centres are there to filter; unfortunately; occasionally they will filter out calls theys houldnt.

I sent an email to both Customer Services and Technical Services on 3rd Feb, still no response to my complaint from Customer Services and Technical Services refused to do anything. It's all in the post if you read it.

Why are you suggesting that I was ranting at a call centre? I'm well aware that ranting at people is neither helpful or respectful. I would point out that that making wild accusations on a forum isn't clever either.

Oliver14 wrote: »

If you'd rung normal customer services you would have had the same result I bet

Your deluding yourself if you think the CEO actually read it. As with most things if you complain properly don't rant, don't act like a Moron and you will in the majority of cases get a successful outcome.

There are a huge amount of emails on that website that are incorrect for the companies let alone the actual person.

I do wish people would read these posts before they comment :rotfl::rotfl:I spoke to Customer Services, Technical Services, JL Store and JL Technical Services, not one person rang back despite numerous promises to.

You may think I'm deluded, but the fact remains that I sent the email to the CE on the evening of 4th Feb (Friday) and had a response on 7th Feb (Monday) by 9.45 am. By Wednesday I'd been offered a refund and the TV is being collected on Monday.

I didn't rant or act like a moron and I got the result I wanted. It is both ingorant and purile to make such accusations when you don't know me and clearly couldn't be bothered to read all the posts.

My intention was to provide some information that may help users of this site, if you don't like it or don't think it's useful that's absolutely fine, you're entitled to your opinions, but you can be certain that I won't suggest that either of you have ranted or are morons:D because that wouldn't be nice or called for would it?