Progress not Perfection

milann

It’s a pity the service isn’t there without having to resort to complaining vis social media. Hope he enjoys the scooter this afternoon. It’s lovely weather for him to have a ride out with the dog.

beanielou

Sun_Addict said:

I made a complaint to the dealership's head office via social media and lo and behold a courtesy scooter is being delivered this afternoon! 

Amazing that!!

EssexHebridean

beanielou said:

Edinburgh is better

Seconded! ;-) 

Makingabobor2 said:

Its amazing how you can get results when you escalate things on social media. But the thing is, you shouldn't have to. All companies should make excellent customer service their top priority. Unfortunately, a lot don't. I remember back in the day of being an NVQ assessor in the customer service field, and a quote that was used a lot....."A customer is not an interruption to your day, they are the reason for it".  Its a pity that is not imprinted on the brains of all who work in that field. 

Excellently put - I completely agree that the tendency now for companies to suddenly jump over to good service when they are publicly called out on things is poor. 

Sun_Addict

And as if by magic his own scooter has been repaired and just delivered back. I wonder how long it would've taken if I hadn't complained. It's certainly been worthwhile going over the branch's head and contacting the head office plus complaining to Motability. A case of speaking to the organ grinder not the monkey!

Ten years ago when Mr SA was so poorly, I was complaining on my diary about a certain energy company and how they'd messed up our account payments big style and how much extra stress it was putting me under. I received a PM from their executive complaints department and ended up getting a fair bit of compensation and everything was magically sorted out. It didn't stop me leaving that energy company as soon as I could though. 

The weather isn't great here today @milann, quite cool and drizzly but forecast much better for tomorrow. Having said that, he's just taken the dog out for a scoot thank goodness because he's been doing my head in the past few days. 

Cherryfudge

Well done for taking the initiative, and cheers on Mr SA's behalf that he's mobile again! (and your behalf and the dog's I guess).

I agree with all the comments above. Hopefully head office will have Words and the company will pull their socks up - not that you'll be using them again but for the sake of others.

badmemory

For once I can't criticise Mr SA too much it must have been driving him crazy.  But you really should not have to complain.  It almost seems like nothing gets done at all unless you complain.  I think there are some companies that have seen too much money floating around that they feel entitled to & be blowed to the rest of us.

SuzeQStan

Well done SA - they really should know better than to mess with a tough woman.  Glad Mr SA has one such as you on his side 💪🏻💪🏻

ladyholly

Unfortunately many company "customer service" departments are worse than useless. They dont even answer the question or complaint that you bring up. I have recently received a voucher as an apology from the bus company after I received a stupid reply or should that be a non reply to a complaint. What a shame I had to pester the CEO who should be doing other things.

doingitanyway

A great result. Well done. But what about the people with no one to advocate for them?

beanielou

doingitanyway said:

A great result. Well done. But what about the people with no one to advocate for them?

Lets be honest they are doomed sadly.