Tesco Customer Services e-mail address

Nasqueron

SacredStephan said:

The CEO is Ken Murphy. Try guessing his email address.

Send an email to him, his PA or exec assistant forwards it to the complaints team who will probably try and ring OP or tell them to use the app chat.

This would be better done via your MP and/or a newspaper campaign to highlight disability access and the problems people face without a phone

onomatopoeia99

55ryan said:

DasTechniker said:

schiff said:

Anyone know one? Very deaf and can't get the hang of Relay. Otherwise getting a visit from a helper or sending a letter.
TIA

Schiff has hit it on the head! My major gripe. Being profoundly deaf myself, I find that I cannot contact companies as many have removed their email addresses from their websites. Like schiff, I do not want to go down the road of 3rd party apps. I have started to complain to banks about this and hope to start a thread on it.

I'm going to answer this one having worked in larger companies who removed their email addresses.

The fact is, having an email address does not work in larger companies. An email sent to an address that has to be forwarded on and answered by different departments is time consuming and doesn't give the customer an immediate answer usually. In the meantime, the impatient customer emails again complaining. It goes round in circles. The amount of printouts we had was ridiculous. Some might say, why not have an email address for deaf people. The problem is that forums like this would then be putting that email address around and all and sundry would be using it.

I've been there and done it several times in different companies who were overwhelmed with emails. Companies that already had email addresses dropped them, another one introduced one. All were a nightmare. The team I took over in one job had over 5000 emails outstanding. That wasn't uncommon in my experience or those I knew in business.    


  

That situation indicates a probem with the internal systems at the company and the teams dealing with email being (massively) under-resourced, not a problem with email itself.  Yes the customers can also be a problem if they do not clearly explain the problem they encounter, the precise steps they have followed to cause the problem and any attempted remedial action prior to contacting the company.  Complex problems should have a dedicated handler who takes ownership until resolution and deals with other departments on behalf of the client.  The ISP I use does this, which is one of the reasons I have been with them more than 20 years. They cost more, but it is worth it to me.

Telephone is not better, at least not for the client and it is unclear to me why a business would implement systems that are worse for the client.  A call may lead to multiple transfers between departments, as a recent insurance renewal did for me.  Three departments, "renewals", as my payment had failed due my card number changing following a fraudulent use and their website offered no mechanism to provide a new one, "new business" as once a payment fails it then has to be set up as a new policy by a different team(!), so I think they must have an ancient backend written in COBOL or something that no-one dares touch; finally "payments" as the people processing credit cards are not the same as the people setting up policies, because that would be just too easy all round and make too much sense, and of course each  team is "experiencing exceptionally high call volumes", resulting in 20-30 minute waits each time.  So a credit card change took me over 90 minutes on the phone to resolve, at least 80% of which was listening to piped music.  In no circumstances is that appropriate or acceptable.

born_again

DasTechniker said:

schiff said:

Anyone know one? Very deaf and can't get the hang of Relay. Otherwise getting a visit from a helper or sending a letter.
TIA

Schiff has hit it on the head! My major gripe. Being profoundly deaf myself, I find that I cannot contact companies as many have removed their email addresses from their websites. Like schiff, I do not want to go down the road of 3rd party apps. I have started to complain to banks about this and hope to start a thread on it.

I get your reasoning. Which is why banks have in app messaging, as the person has been through security in app. So you know who you are talking to.

Another issue with emails is that people will send emails every day on the same subject as they have not had a reply. Which does nothing other than waste staff time.

Re above post.

Having dealt with both emails & messages via app from customers. Over 50% require further information as to what they are asking about or wanting to do, so requires back & forth. Of course these are very rarely delt with by the same person when they reply, so wastes more time.
Companies only have finite resources. To cover the work. I can go nearly a hour sometimes between calls, or look at a board & see hundreds waiting. Even with the best management systems you can never plan for a system going down or a company going bust.

No one person can know everything about banking. it is not a case of dedicated handler dealing with other departments when they have no idea what is required. Our team requires 8 weeks training before being let lose on phones, other departments may be 2 -4 weeks. So there is no hope of a call center rep knowing exactly what info is required.
Been there tried that lasted less than a day before being scrapped as call center staff they only got minimal training were blocking lines to departments asking for help, rather than answering customer calls.

At least on a phone call, you can ask questions & get it resolved in one go. Again it is all down to what is happening in a department. We are resourced to cover expected demand. Something like a major company going bust throws that out of the window, yet there is still all the other work to do, which of course has increased due to same issue.

Really can't win at times.🤷‍♀️As there is no one size fits all answer.

eskbanker

born_again said:

DasTechniker said:

schiff said:

Anyone know one? Very deaf and can't get the hang of Relay. Otherwise getting a visit from a helper or sending a letter.
TIA

Schiff has hit it on the head! My major gripe. Being profoundly deaf myself, I find that I cannot contact companies as many have removed their email addresses from their websites. Like schiff, I do not want to go down the road of 3rd party apps. I have started to complain to banks about this and hope to start a thread on it.

I get your reasoning. Which is why banks have in app messaging, as the person has been through security in app. So you know who you are talking to.

I don't believe that Tesco bank offers this though, which was what started the thread?

UKX69

born_again said:

DasTechniker said:

schiff said:

Anyone know one? Very deaf and can't get the hang of Relay. Otherwise getting a visit from a helper or sending a letter.
TIA

Schiff has hit it on the head! My major gripe. Being profoundly deaf myself, I find that I cannot contact companies as many have removed their email addresses from their websites. Like schiff, I do not want to go down the road of 3rd party apps. I have started to complain to banks about this and hope to start a thread on it.

I get your reasoning. Which is why banks have in app messaging, as the person has been through security in app. So you know who you are talking to.

Another issue with emails is that people will send emails every day on the same subject as they have not had a reply. Which does nothing other than waste staff time.

Re above post.

Having dealt with both emails & messages via app from customers. Over 50% require further information as to what they are asking about or wanting to do, so requires back & forth. Of course these are very rarely delt with by the same person when they reply, so wastes more time.
Companies only have finite resources. To cover the work. I can go nearly a hour sometimes between calls, or look at a board & see hundreds waiting. Even with the best management systems you can never plan for a system going down or a company going bust.

No one person can know everything about banking. it is not a case of dedicated handler dealing with other departments when they have no idea what is required. Our team requires 8 weeks training before being let lose on phones, other departments may be 2 -4 weeks. So there is no hope of a call center rep knowing exactly what info is required.
Been there tried that lasted less than a day before being scrapped as call center staff they only got minimal training were blocking lines to departments asking for help, rather than answering customer calls.

At least on a phone call, you can ask questions & get it resolved in one go. Again it is all down to what is happening in a department. We are resourced to cover expected demand. Something like a major company going bust throws that out of the window, yet there is still all the other work to do, which of course has increased due to same issue.

Really can't win at times.🤷‍♀️As there is no one size fits all answer.

A very reasonable comment, thanks. 😊

xanda

schiff said:

Anyone know one? Very deaf and can't get the hang of Relay. Otherwise getting a visit from a helper or sending a letter.
TIA

Hopefully these will help:-

https://www.tesco.com/groceries/en-GB/zone/accessibility

which links to: https://tescoforms.creativevirtual.com/tesco_webforms/other/forms/general_query.html

eskbanker

xanda said:

schiff said:

Anyone know one? Very deaf and can't get the hang of Relay. Otherwise getting a visit from a helper or sending a letter.
TIA

Hopefully these will help:-

https://www.tesco.com/groceries/en-GB/zone/accessibility

which links to: https://tescoforms.creativevirtual.com/tesco_webforms/other/forms/general_query.html

Unfortunately those are unlikely to help OP:

1. They relate to the supermarket business, not the (separate) bank
2. OP was looking for help seven months ago and should hopefully have sorted their issue by now!