Complaint Letter - FAILURES

Mancunian

worth a thread as well?


I was at Manchester United in the International Suite. ..after a good game and good night.

I walked past a (meathead) steward who was speaking loudly to a customer ...laughing about 'Glass eyes' - as he put it.

Being disabled and have disabled family , I was very upset and complained - expressing my disgust.

I got a letter today off head of security who said that 'all customers MUST expect and receive courtesy and high-quality service from staff'' and he feels I received this!!??

Apparently he comes to this conclusion by saying that the comments werent aimed at me!


What do u all think?

brightonman123

scan & post the leter (your address blocked out) on a ManU forum, and see what happens!

Mancunian

brightonman123 wrote: »

scan & post the leter (your address blocked out) on a ManU forum, and see what happens!

thanks

think that will move things? any idea's of boards official/ unofficial?

KittyPryde

I won a competition with The Sun last October for a bottle of Kelly Brook Perfume and a day out in London to make my own perfume. Took them three months to even send out the Kelly Brook stuff and the first day I had it, I attached the atomiser and it leaked to empty by the time I got back. Wrote Baylis and Harding (the company who make it) a complaint letter and they ignored it, so I havn't had a replacement or my day out either.

So basically The Sun advertised a competition then never fulfilled it!!


Anyway, to Brightonman123, I would complain again if I were you and say you are not happy with the result and don't feel you got high quality service.

Mancunian

KittyPryde wrote: »

I won a competition with The Sun last October for a bottle of Kelly Brook Perfume and a day out in London to make my own perfume. Took them three months to even send out the Kelly Brook stuff and the first day I had it, I attached the atomiser and it leaked to empty by the time I got back. Wrote Baylis and Harding (the company who make it) a complaint letter and they ignored it, so I havn't had a replacement or my day out either.

So basically The Sun advertised a competition then never fulfilled it!!


Anyway, to Brightonman123, I would complain again if I were you and say you are not happy with the result and don't feel you got high quality service.

I've dealt with The Sun customer service for minor things and they seem pretty customer focussed - I'd get onto them and kick off. I found this

http://www.thesun.co.uk/sol/homepage/article296174.ece

[EMAIL="custserv@the-sun.co.uk"]custserv@the-sun.co.uk[/EMAIL]

think there is a telephone number in the front of the paper as well.

good luck

Che75

My worst customer service experience ever was Thomas Cook.

We splashed out loads on a holiday using thomascook.com. We only go on hols about once every 3 years so this was really special.

There were two online prices for the same package holiday. We were looking for upgraded flights (Premier I think they call them) but there was no mention of how to book these. So my OH phoned about 4 times to ask. He mentioned these two prices and they said oh yes, the more expensive one would be premier flights.

So he booked it. Our confirmation and tickets made no mention of Premier flights so he rang to query and was told we had booked standard flights. Of course we complained time and time again but to no avail - they claimed they hadn't taped our calls so couldn't confirm what info we were given, but said the extra £300 we had paid was for extra baggage allowance and that Premier flights had sold out months earlier (not altogether true coz upgrades were being sold on the day of our return flight).

I thought I was being entirely reasonable expecting the £300 difference back. But they were slow to respond, rude and never budged an inch. I only wish I had kept screen prints of the whole application process and taped the phone calls myself. Thomas Cook will never again get a penny from me.

Mancunian

Che75 wrote: »

My worst customer service experience ever was Thomas Cook.

We splashed out loads on a holiday using thomascook.com. We only go on hols about once every 3 years so this was really special.

There were two online prices for the same package holiday. We were looking for upgraded flights (Premier I think they call them) but there was no mention of how to book these. So my OH phoned about 4 times to ask. He mentioned these two prices and they said oh yes, the more expensive one would be premier flights.

So he booked it. Our confirmation and tickets made no mention of Premier flights so he rang to query and was told we had booked standard flights. Of course we complained time and time again but to no avail - they claimed they hadn't taped our calls so couldn't confirm what info we were given, but said the extra £300 we had paid was for extra baggage allowance and that Premier flights had sold out months earlier (not altogether true coz upgrades were being sold on the day of our return flight).

I thought I was being entirely reasonable expecting the £300 difference back. But they were slow to respond, rude and never budged an inch. I only wish I had kept screen prints of the whole application process and taped the phone calls myself. Thomas Cook will never again get a penny from me.

I've found that dealing with the frontline 'chimps' generally gets u no where...they are increasingly told to fob you off with managers less willing to speak to customers anymore.

I dont know how many times I have had a cocky 'frontline' person saying 'my manager will say the same, no use speaking to them' ...generally on there managers advise.

Its best to try and get someone highup and this can be quite easy now with electronic communication. Find out who the MD is or the chairman,,, look at investor pages for a company and it'll usually give you the boards details.

Once u find out the email format usually to can get thru to anyone at the touch of a button! They generally use the website as the domain and then the first bit can be john.smith j.smith or jsmith.

For thomas cook,,, I searched on thomas cook investors on google:-

http://www.thomascookgroup.com/AniteNextPage.asp?p=TCGHEMDIRECTORS

Dr Thomas Middelhoff - Non-executive Chairman
so try
Thomas.Middelhoff@thomascook.com

they also seem to use mytravel.com on there 'contact me' pages so u could put more permutations in the BCC bit of your email (so they cant see who u sent it to)

Its also a good idea to choose 'read receipt' if your email lets you...then u can see who read the email and when.

I'll send a test email to thomas...with:-

TO: [EMAIL="Thomas.Middelhoff@thomascook.com"]Thomas.Middelhoff@thomascook.com[/EMAIL]
BCC: [EMAIL="Thomas.Middelhoff@mytravel.com"]Thomas.Middelhoff@mytravel.com[/EMAIL]
BCC: [EMAIL="TMiddelhoff@mytravel.com"]TMiddelhoff@mytravel.com[/EMAIL], [EMAIL="t.middelhoff@mytravel.com"]t.middelhoff@mytravel.com[/EMAIL]

and put read receipts,,see if I can get through.

Some good emails I have found in the past that got thru:-

[EMAIL="James.Murdock@bskyb.com"]James.Murdoch@bskyb.com[/EMAIL] (think he's changed jobs now)
[EMAIL="David.Gill@manutd.co.uk"]David.Gill@manutd.co.uk[/EMAIL]

simplepete

I went to Wales on a national express coach 2 years ago, and was promised a tv on board (as many do) so my bf and I paid the money to get the special earphones...
when we got on, it was filfthy. It wasnt even a proper NE coach, it was an old brown schoolbus. there was litter everywhere, and had that vile canteen/old food smell. needless to say there was no tv.
toilet door was broken and kept swinging open and crashing through the journey, and the air con was non existant. Bearing in mind this trip was around 5th August, mid-summer!!
I was furious. It made me feel physically sick because it was so smelly and dirty.

Sent a complaint letter, and heard nothing, so sent 2 or 3 more, in both my, and my bf name, and have never ever heard back.
Very disappointed.

Mancunian

Mancunian wrote: »

I've found that dealing with the frontline 'chimps' generally gets u no where...they are increasingly told to fob you off with managers less willing to speak to customers anymore.

I dont know how many times I have had a cocky 'frontline' person saying 'my manager will say the same, no use speaking to them' ...generally on there managers advise.

Its best to try and get someone highup and this can be quite easy now with electronic communication. Find out who the MD is or the chairman,,, look at investor pages for a company and it'll usually give you the boards details.

Once u find out the email format usually to can get thru to anyone at the touch of a button! They generally use the website as the domain and then the first bit can be john.smith j.smith or jsmith.

For thomas cook,,, I searched on thomas cook investors on google:-

http://www.thomascookgroup.com/AniteNextPage.asp?p=TCGHEMDIRECTORS

Dr Thomas Middelhoff - Non-executive Chairman
so try
Thomas.Middelhoff@thomascook.com

they also seem to use mytravel.com on there 'contact me' pages so u could put more permutations in the BCC bit of your email (so they cant see who u sent it to)

Its also a good idea to choose 'read receipt' if your email lets you...then u can see who read the email and when.

I'll send a test email to thomas...with:-

TO: [EMAIL="Thomas.Middelhoff@thomascook.com"]Thomas.Middelhoff@thomascook.com[/EMAIL]
BCC: [EMAIL="Thomas.Middelhoff@mytravel.com"]Thomas.Middelhoff@mytravel.com[/EMAIL]
BCC: [EMAIL="TMiddelhoff@mytravel.com"]TMiddelhoff@mytravel.com[/EMAIL], [EMAIL="t.middelhoff@mytravel.com"]t.middelhoff@mytravel.com[/EMAIL]

and put read receipts,,see if I can get through.

Some good emails I have found in the past that got thru:-

[EMAIL="James.Murdock@bskyb.com"]James.Murdoch@bskyb.com[/EMAIL] (think he's changed jobs now)
[EMAIL="David.Gill@manutd.co.uk"]David.Gill@manutd.co.uk[/EMAIL]

RESULT! got a read receipt



Subject: Gelesen: Information
Date: Thu, 1 May 2008 11:27:54 +0200
From: Middelhoff Thomas [EMAIL="thomas.middelhoff@arcandor.com"]thomas.middelhoff@arcandor.com[/EMAIL]
To: xxxx <xxxxxxxxxxxxx.ntlworld.com>

Your message

To: [EMAIL="Thomas.Middelhoff&#64;thomascook.com"]Thomas.Middelhoff@thomascook.com[/EMAIL]
Subject: Information
Sent: Thu, 1 May 2008 11:11:35 +0200

was read on Thu, 1 May 2008 11:27:54 +0200

littlejaffa

I've just had really really bad service at a holiday inn, both in the restraunt and from the housekeeping staff and although I mentioned it at the time, the staff accepted it wasn't good, but never appologised.
So I e-mailed a complaint letter, and got a response today asking for my room no and booking details to help them 'compensate me' no idea what i'm going to get but that will decide how pleased i am in them now...yes i'm that shallow!
I figure if it's a discount of future bookings i'm not happy cause then i need to go back to use it, but if they refund cash or a free hotel night i'll be please. Any ideas what their normal procedure is?

On the man u front, i think they're staff, at all levels should be professional at ALL times when working, so it really doens't matter if they said it to you or not..they were not being professional, especailly given the huge 'disabled' following they have. I'd be sharing your info with their disabled supporters club and let them help you in slapping some people, you shouldn't have to put up with that.


EDIT they offered me a free room (only at the same hotel thou) for one night with breakfast, not bad when the one night i'd paid for was room only, here's hoping the freebie night is an improvment

kle87

My boyfriend recently paid £90 for a cut and colour at Toni & Guys which went very wrong. They tried to fix it on the day but it was dreadful so when he came home i phoned and complained. They offered to fix the problem but refused to pay the £10 petrol expenses and £7 parking fee and suggested he catch the train which is well over an hour journey with 2 changes. I argued they should cover his expenses as it was their fault to which i was told well it will cost us enough to re-colour it. Im giving up and I learnt a rather expensive lesson that day. :mad:

Maybe this thread should be moved to the vent board?