Chief Executive E-mail

turtle2k1

what is the actual complaint anyway OP?

al860

To add a bit of weight to this, a while ago I was having a nightmare with a large mobile/landline/broadband company who I had binned but insisted on billing me for broadband after I had switched to another company. There customer services never answered the phone and yo would frequently wait over 2 hours to talk to someone before being put back into the queue and starting all over again. Emails and snail mails had no effect, nor did a lawyers letter.

However an email to the CEO late one saturday night threatening to take them to court within one week resulted in a reply early Sunday morning and his PA resolving the matter completely along with full refunds by Tuesday morning. I still reckon I would avoid the company like the plague but at least the CEO got my problem fixed quickly - had a nightmare getting the address though.

spa2k

I have no doubts whatsoever that this will be passed on either to a PA or the customer service team to deal with however i too work for a rather large retail organisation and i am well aware that when someone writes to our CEO then his team directly take an interest in resolving the complaint. I am certainly not expecting Mr Duddy to personally deal with the issue.........

spa2k

An email was sent yesterday, today i received a reply and an outcome that was more than satisfactory. Thank you for the pm, you know who you are, and a well done to the chief executives office for resolving my issue so quickly when it was bought to your attention. Kentc81, your cynicism seems to be totally unfounded in this instance!!!!

kevinc

spa2k wrote: »

An email was sent yesterday, today i received a reply and an outcome that was more than satisfactory. Thank you for the pm, you know who you are, and a well done to the chief executives office for resolving my issue so quickly when it was bought to your attention. Kentc81, your cynicism seems to be totally unfounded in this instance!!!!

SPA2K, same outcome for me when I used this approach. As you alluded to CEO have experts in place to deal with complaints, regular customer service staff deal with a variety of calls/mail.

Stubbarama

I complained to Argos CS before when a member of staff carried on a request for a store card for me after I told them I wasnt interested. CS didnt respond to the initial email or the follow up so I escalated my complaint to the Chairmans office, A very nice lady (forget her name) sorted out everything and even offered me compensation, Which is not what I was after at all.

So I definitely beg to differ on whether they care, they looked into the whole matter thoroughly for me, which is what I wanted.