Customer Services

BERNADETTE · 08-10-2007, 19:42

Was just wondering how you all rate customer services. We have had bad experiences especially with PC World, Can't think of anything good to say about them. On the other hand we bought something from Argos and can't find the receipt. The staff were really helpful there and were even prepared to go back through the tills to find a record of my purchase. In the meantime I rang Morphy Richards who were the supplier. Once again the staff were more than helpful and it got me thinking. Why can't all companies ensure that all their staff have adequate training and know how to speak to customers? After all if you have a positive response from staff you are going to tell other people about it and therefore the company gets good publicity. I was just wondering if any of you have any stories of good/bad experiences with customer services.

grego · 08-10-2007, 19:47

Asda have always been very good.

BERNADETTE · 08-10-2007, 19:51

Quote:

Originally Posted by grego

Asda have always been very good.

I forgot about Asda, their staff are always helpful and polite.

West Ender · 08-10-2007, 19:55

See my thread re. Marks & Spencer Online. I am still trying to get my refund for the goods they didn't send. They insist they didn't charge me and I've now had to fax my bank statement to them to show that they did. M & S stores are very good but their online service.....well!

MITZY · 08-10-2007, 19:58

My daughter bought an item from Asda (their own brand) it was faulty but because she couldn't find the receipt they refused to refund or exchange, this item still had the ticket on. She complained and eventually received a full refund. maybe she caught the customer service on a bad day............

shillelagh · 08-10-2007, 20:26

AOHELL customer helpline is rubbish but when you write a letter to complain to them then the customer services was spot on.

M & S ive always found them to be ok for returning stuff mind you i only go into the shops dont buy online.

Asda i've had trouble once when took something back but in the end i got my money back.

Tesco & Argos i havent tried their customer service out .......... yet!!!!

It depends on the company and their policy on customer services and how they train their employees. You can tell which ones value their customers and which ones dont. Because of where i work i had to go through our training course for customer services and to me it was basically being good mannered and polite. It also does help if the person who is doing the complaining is polite and well mannered. I find that you get more out of the company concerned when you are polite - if you lose it and start getting angry then they shut off its just another complaint but if you complain and state your case politely there is no come back - dont forget a lot of companies record their phone calls!!!

BERNADETTE · 08-10-2007, 21:25

Quote:

Originally Posted by West Ender

See my thread re. Marks & Spencer Online. I am still trying to get my refund for the goods they didn't send. They insist they didn't charge me and I've now had to fax my bank statement to them to show that they did. M & S stores are very good but their online service.....well!

That is bad West Ender, you shouldn't have to send them proof. The response from Argos really surprised me after all I should have had my receipt. For them to offer to go back through their tills if it came to that is over and above what they need to do IMO. Excellent customer service.

kathleen_firth · 08-10-2007, 22:06

Quote:

Originally Posted by grego

Asda have always been very good.

i was in asda in blackburn and i was being served i was having trouble with my chip and pin card it was slightly broken they woman holding the card almost pushed the chip out... rather than just letting me pay with cash shew just kept fiddling with the chip in the card
i was fuming

not really custumer services but she still could of had manners

WillowTheWhisp · 08-10-2007, 22:07

The best advertising anyone can get is word of mouth recommendation which is why it's such a shame when companies don't treat customer complaints as well as they should.

We were thoroughly disgusted with Tesco over the exploding cola cans affair. Some of you may remember Busman's thread on the subject earlier this year. Still had no satisfactory outcome. There has been much hotter weather since then when we have transported fizzy drink cans in the car without any of them exploding.

katex · 08-10-2007, 22:11

Quote:

Originally Posted by BERNADETTE

That is bad West Ender, you shouldn't have to send them proof. The response from Argos really surprised me after all I should have had my receipt. For them to offer to go back through their tills if it came to that is over and above what they need to do IMO. Excellent customer service.

Everybody has different experiences Bernie. I bought a 'phone system from Argos, which became faulty. After ringing BT to try and reconnect the link from base to 'phone, they told me to take back to my retailer.

Argos in Accrington asked me lots of questions, including what was wrong with it ! girl on counter had no idea was I was talking about .. course not, why should she understand the workings of all appliances they sell ..doh. Had no receipt of course, was few months old, and they were not prepared to go back through any transactions to prove I had bought it from them .. just suggested I bring in bank statement to show I had a transaction with them around date acquired.

Of course, only bloody statement that was missing, wasn't it ! After ringing/visiting Natwest Accrington 3 times to please forward me October statement (costing me £5 for copy ... cheeky sods .. would love to hear my customers reactions when they ask for copy if I requested a fee !!) took to Argos .. lots of argy-bargy, but did get gift voucer and bought another(different one) with them. Was a little point here, it was on special offer when I bought it with good discount, if I had replaced with same item, would have cost me £20 more as no longer on promotion ! So, no, Bernie, not impressed with Argos at all.

M & S Westender .. well, just purchased two items, one was floral decoration with lights ... duly arrived at work, badly packed one long cardboard packing, with other long cardborad packing upside down on top, cellotaped in the middle. This, of course, had come adrift with extra bash on top from journey. Courier man did remark that he didn't know what what in it, but had been a problem all day. Some of the little twigs had snapped, but does look very good in the corner of kitchen, but suppose should have complained about their packing really.

I ordered at the same time a table lamp, which I am informed could not be delivered on said day .. they are going to let me know .. I await with interest.

BERNADETTE · 08-10-2007, 23:04

Either I got Argos on a good day or they have done some work on customer service Kate. I was just very impressed and thought it deserved a mention.

mani · 08-10-2007, 23:31

yeah argos are 50/50 depends on branch and hte person

i bought a cd player which didnt do the mp3 tag recognition so i went back and they wouldnt take it back as it was opened - how am i meant to test it without opening it?

but went to blackburn townsmoor one and it was yeah sure would you like a credit note?

asda are usually top notch. i once bought sommet that wasnt suitable for vegetarians and she started gettin a lil lippy but i got the gift card refund.

just on that note about the chip and pin woman gettin on someone's nerves. i was on the self service till and at times they almost treat u like ur doing your best to rob them! i had a few coupons that were valid etc and she was like no wait let me see what u got - then half way thru she shot off to do soemthing else leaving my screen on hold

i wonder if esso would give a refund if i didnt like the journey...

grannyclaret · 09-10-2007, 00:08

I think Dyson are brilliant,,, a few weeks ago i broke my Dyson ball vacume which i bought from Argos over 2 years ago...as the guarantee had run out ,i took it to a local store ,who after having it for a week decided they couldent fix it,,so i went back to Argos to get another one,,the girl said why dont you ring Dyson up first , and see what they say,,Well Dyson said they WOULD fix it for £58 ,,the engineer said it would take 5 days to get the part,,after 5 days[friday] the part was still not available,so i had to wait until tuesday..and because it took so long NO CHARGE....

.....Thanks to Dyson and the girl at Argos,,.....

BERNADETTE · 09-10-2007, 00:14

So it looks like Argos are on the up!!!

MITZY · 09-10-2007, 09:53

When my children where young, some 35+ years ago I was once given change for £5 instead of £1,in M & S, I said to assistant "excuse me I think you have made a mistake my change is wrong" she replied "Oh I don't think so we are trained not to make mistakes" I just pocketed the extra and walked out. just wonder what other people would have done.Sorry if this is off thread.