**Confronting Currys' obstruction of UK consumer rights: information needed/appreciated**

Pollycat

Grumpy_chap said:

Obviously, but it did focus the Customer Service team to actually think about the response and make it "properly considered" just them knowing that the CEO's PA would be reviewing the letter and sticking under the CEO's nose for a signature.  Very occasionally, the CEO would actually get involved and call the Customer Services rep personally for an explanation.

The fact this company only took that approach for letters received by snail mail prevents the "spamming" issue - quite hard to spam by Royal Mail.

Surprisingly, despite the size of the company, the actual number of customer complaints is very small and the number of complaints that reach "a letter to the CEO" stage is single-digits per year.  Perhaps, because the number was so low, why the CEO took a level of direct interest in these ones.

I doubt this will apply to Currys though.

Diamandis

KatrinaWaves said:

calleyw said:

PhylPho said:

I can understand your frustration and why you needed the information about Currys CEO email address. Not wishing to discourage you but Alex Baldock is CEO of the entire Dixons Carphone group. Currrys is only a division. I think it's possible Alex Baldock may not be around much of the time to even check his emails because he is so busy with the rest of the group. I wouldn't count on receiving an early reply from him. Good luck though.

Absolutely hilarious that you think the CEO reads the emails that are sent to him and replies.  You do know there is team of people who deal with the emails addressed to the CEO.

Yours

Calley x

People seem to think that companies employ customer service teams and then ‘special ones’ who deal with the complaints emailed to the CEO who sit around waiting for such complaints. They’re 100% not the same team at all, nope. 

I've worked in two places now where a separate group of people reply to ceo emails. In the same office, but different people and slightly different processes. 

Willis75

Gavin83 said:

I’m starting to get really hacked off with people starting threads on this forum with extremely bad attitudes and providing minimal information. If you simply wanted to know what the next steps were when you’re unable to contact Curry’s then surely the original post could have been shortened to a few lines.

Anyway it appears you received the answers you wanted and you seem clear on your rights so I wish you the best of luck in getting the resolution you hope for.

I get hacked off with people who reply with exactly that, a bad attitude.!!

Pollycat

Willis75 said:

Gavin83 said:

I’m starting to get really hacked off with people starting threads on this forum with extremely bad attitudes and providing minimal information. If you simply wanted to know what the next steps were when you’re unable to contact Curry’s then surely the original post could have been shortened to a few lines.

Anyway it appears you received the answers you wanted and you seem clear on your rights so I wish you the best of luck in getting the resolution you hope for.

I get hacked off with people who reply with exactly that, a bad attitude.!!

Do you realise that you have responded to a post that is over 19 months old (December 2020)?
A lot of people on internet forums get 'hacked off' with necroposting.

screech_78

I know this is an old thread dragged up, however I did have a smile at reading people’s thoughts on emails to the CEO.

The retail company that I work for has a front line customer service team, three escalation/complaints teams (depending on the issue) and one team dedicated to emails/letters sent to the Exec Team/CEO. A few of the exec team do read every email sent to them and forward them on personally to us. Some have PA’s that do it for them. 

I wish we only had single digit complaints a year to the CEO. We deal with around 600 a month! And no, that’s not a typo. 

Sandtree

screech_78 said:

I wish we only had single digit complaints a year to the CEO. We deal with around 600 a month! And no, that’s not a typo. 

Dont know about your place but in a former client I got involved in some more customer facing work (which is unusual these days) and they too had an Exec complaint team and they also had their regulars. One particularly prolific complainer always sent separate copies of letters of complaint to the MD, CEO and Chairman. Each time he got a single response from the exec complaints team addressing acknowledging all three. 2 months later, 3 more identical letters in the post. 

The complaining bit you can kind of get, he thinks the company did him out of £150k or so, but paying three sets of postage every time? What did he think the other two were achieving?

screech_78

Sandtree said:

screech_78 said:

I wish we only had single digit complaints a year to the CEO. We deal with around 600 a month! And no, that’s not a typo. 

Dont know about your place but in a former client I got involved in some more customer facing work (which is unusual these days) and they too had an Exec complaint team and they also had their regulars. One particularly prolific complainer always sent separate copies of letters of complaint to the MD, CEO and Chairman. Each time he got a single response from the exec complaints team addressing acknowledging all three. 2 months later, 3 more identical letters in the post. 

The complaining bit you can kind of get, he thinks the company did him out of £150k or so, but paying three sets of postage every time? What did he think the other two were achieving?

Definitely sounds like it could be my place of work! We also have our regulars or customers that are “known” to us. Some of the things we need to deal with are soul destroying. And it’s always the people that have been hard done by the most that are actually the most reasonable! The trivial complaints and the ones who just can’t accept that they are not the centre of the universe are always the worst.