That's ASDA Price

uktim29

reehsetin wrote: »

ask how the kid is? no where has it be said that i can see that she even asked if the kid is ok, im sorry to here that (no i dont think saying 'ill send out a letter of apology is the same)
can imagine saying to one of my customers who had a query about a dangerous item, oh it will be ok ill get head office to send you a letter of apology

Most companies have a script that won't allow staff to get involved on an emotional level with the customer. This is due to the fact the member of staff would probably agreeing with a customer on an issue but in actual fact that particular thing would not be allowed to happen. The call center member of staff may also be aware if she talked on a more emotional level it could leave her in a place where the customer tries to manipulate her because shes agreed with something or has a go at her for thinking something but not actually being able to honour it. All of this is not her actual fault.

reehsetin

velocity_boy wrote: »

i can tell you've never been in that situation then, when you have been then you can come on here and tell me what its like!!!

as ive said before, i have worked for minimum wage
i have had idiot managers and no managers at all, lots of fun situations, i havent worked exclusively in customer services but its a BIG part of having a retail job with no customer service desk or over the phone to fob customers off to
ive had violent customers, had to deal with thief's, customer calling me racist as well as being racially abused, its part in parcel of being in customer services, and ive had upset & crying customers,

reehsetin

uktim29 wrote: »

Most companies have a script that won't allow staff to get involved on an emotional level with the customer. This is due to the fact the member of staff would probably agreeing with a customer on an issue but in actual fact that particular thing would not be allowed to happen. The call center member of staff may also be aware if she talked on a more emotional level it could leave her in a place where the customer tries to manipulate her because shes agreed with something or has a go at her for thinking something but not actually being able to honour it. All of this is not her actual fault.

i would think it would be in the companies interests to find out if the child was injured/ ok?
never heard the rest, still dont think that it is fair, the cs is an agent for the company, in the eyes of the consumer they are the company so an appogy from them is an apology from the company

marleyboy

TheImportanceOfBeingIdle wrote: »

Yeah, what a great idea. Electrocute a 2 year old in the process. :rolleyes:

Well you could do that too, but I dont think that will be good for the kid

marleyboy

poppy_the_saving_cat wrote: »

If the matter was so important to you why didnt you go into the asda store and ask to speak to an actual manager??????????

That would take a little too much courage, its far easier to rant down a phone safe in the knowledge that the Just left school Trainee security gaurd, wont be called in to frog march him out.

CharleneUK

9/10 times I have found Asda call centre staff to be brilliant! Just today I was on the phone to a great guy and we were having a right old laugh about some of the substitutes! He arranged a refund no problems and apologised again and asked if there was anything else he could do. I said no, as everything else was great and the driver even came only 7.20, usually when I book a 7/9 slot they come at 2 minutes to 9! LOL

Forgot to mention the 'free' hedgehog bread was unavailable, though! Doh!

firespire

CharleneUK wrote: »

Forgot to mention the 'free' hedgehog bread was unavailable, though! Doh!

You should have got the money off anyway according to the FAQs -

What happens if I use an eVoucher, but the product stated isn't available?

If the product you order is unavailable at the time of picking your order, the eVoucher will still be deducted from the total order value.

TheImportanceOfBeingIdle

Originally Posted by poppy the saving cat
If the matter was so important to you why didnt you go into the asda store and ask to speak to an actual manager??????????

It was a Sunday. The shop was closed.


If you're interested then I got a letter from ASDA. NOT an apology I might add. The letter asked me to package the toy and send it off so they can investigate it. Yes I might have been harsh on the phone. Yes I might have lost my rag but one thing I will say is when it comes to the safety of my child I WILL lose my rag if he is put in danger.

Now this thread has a happy ending we can all let it disappear into the realms of MSE.

CharleneUK

firespire wrote: »

You should have got the money off anyway according to the FAQs -

What happens if I use an eVoucher, but the product stated isn't available?

If the product you order is unavailable at the time of picking your order, the eVoucher will still be deducted from the total order value.

Oh no!! Never mind, will remember that for next time. Cheers.

TheImportanceOfBeingIdle

Just thought I'd let you nice people what has happened.

ASDA sent me a letter this morning in which they thanked me for bringing the problem to their attention. The boat and complaint was passed on to their Technical Department for investigation.

'As this product does not meet the strict quality control standards we would expect of an ASDA toy, as highlighted by this complaint, we have decided to withdraw this item from our stores'

They also sent me a £20 gift voucher which was nice of them.