Have a bitch Poor customer service

[johnboy]

In April I bought a Einhell lawnmower, in June it developed a fault so as it has a two year warranty I rang the service desk, while I was on the phone to them they sent through the claim forms via email, great so far. They collect the mower and fix it and send it back or so it should have been, to cut a very long story short (excuse the pun) took weeks to collect, weeks to diagnose the fault, no part available until September so giving me a new mower, great, still waiting several weeks on.
So today I spoke to the manager and I was not impressed so I wrote a very long and detailed email in complaint, I looked up who the CEO is in Germany and guessed at his email address and he has replied quicker than the UK customer service so I suspect zer vil be ein bollocking coming for the UK lack of customer service desk.

I'll keep you posted.

 

[johnboy]

Blimey I have an update already. The UK managing director has just called and bent over and took one for their team, he agreed with everything I had said, briefly tried to divert the blame a bit but was then dragged back on track. He is emailing me specs of their newest, more features machines and I am to choose one as an alternative to the model I purchased as he admitted that my one is now obsolete and not their finest product, quite refreshing that someone owns up and says their stuff is shite, he stands by their new stuff, time will tell. He is also sending a cheque to cover the costs of the gardener I've had to get in as I've been without a mower for so long.

A possible result.

 

[andyBeaker]

Not dissimilar to the way I was treated by the bmw dealership that I bought my last one from...long story short a fault was discovered sometime into my ownership that the dealer must have known about (it turned out they definitely did) that another dealer rectified at a cost of over £900. I got nowhere dealing with the front line staff so I booked an appointment with the MD who was mortified to the extent that he called me before the appointment to apologise and say he would put it right.

Which they did in spectacular fashion, i was more than happy with the outcome. Delirious in fact.

Don't be afraid to escalate complaints when you know you are in the right. The people at the top are usually there because they care about the service they deliver and their reputation. They can't know everything that goes on. More than once when I was working I despaired at some of the 'service' we gave.

 

[Squag1]

I tell people that too.
No service, let CEO know.

In the real job I remember phoning the big boss.
"What problem"

Another clown tried to screw us for special bricks for a fireplace in a club extension we were doing before they were delivered

Bottom line, I rang manufacturer to give them a bollocking for not delivering as promised. "They were on site 2 days ago"

It was an entertaining few minutes for the others in the office when I got hold of him. I enjoyed it as I knew of him by reputation from a friend who had him on another job.

He was the construction companies owners son who thought he was important but knew little.

 

[Squag1]

BMW

My daughter's had a recall, fire risk.
They took it in to check if it was the relevant model. Then told her it would be 2 weeks to get the part. And offered her a mickey mouse car. She refused and the best they would do was an Astra.

She and brother took them on locally and nationally. Pig ignorance is the best description, and that's an insult to pigs.

When the car was eventually ready she went to collect it.
They handed her the keys and said "It's down the back"

She's not a woman to mince her words.
I'm sorry I wasn't there to hear it.

 

[slim63]

I have taken direct & not entirely legal action a couple of times ….. the first is long story but bare with it

I took a bike into a shop for a simple service as I was working 12 hour days 7 days a week just around the corner & didn't have the time or energy to do it myself, typically with main stealers they fecked it up & I was expected to wait for it to be done, no loan bike was offered & I was asked to leave after pulling the service manager over the counter (wrong but felt good at the time) ……

So I walked 3 miles to the shop owners house & banged on his door (we built the house) he was upset & we went straight back to the shop in the comfort of his bmw, back at the shop much bollocking ensued & a loan bike magically appeared just after the owner left, it was a superdream which I promptly parked in the nearest available skip right in front of the shop in full view of all the staff gaffer came back & I told him I had come in on a 1000 so I wasn't leaving on a poxy 250 which resulted in the loan of a brand new 6 mile old GPZ750 turbo demonstrator for a week

This wasn't the end, when I went to pick my bike up after they had fixed their fuckup the service manager tried to charge me for the work that had to be done because they fecked it up first time round as well as the original simple service, then tried to stop me going through the back to retrieve my bike result one service manager unexpectedly sat on his fat arse wondering what the feck just happened & one skinny guy riding off on his bike glad to be on something decent again instead of a thrashed to bits very tired looking knackersaki never been in again& never heard a thing from them since even though they know who I am & where I live

The second & last time I used a (different)bike shop was to get a fork straightened by his tame engineer, a week later no straight fork & he fobbed me off until after the weekend, Monday morning it finally comes out that the engineer had bust the brake mounts of the usd fork the week before, no probs says me just get me another one this week …….. next week no fork by which time I am steaming so Monday morning at 8.30 he had a shock as I bowled in demanding money he made out he didn't have a float to pay me so I started removing goods & telling him he had a choice, pay or try to stop me! funnily enough a large wad of cash appeared from his back pocket which he gingerly handed over

 

[Minkey]

I dropped my car off at a garage for a service, when I went to pick it up, I was told it wasn't ready and I'd have to wait. After sitting there for 2 hours they said they had messed something up and would need the car the following day. As I lived 10 miles away and i needed a car to not only get home that day and to get to work the following day, I asked for a courtesy car. the service manager was not happy to do that. Eventually came back threw the keys across the desk at me. Guess what, I didn't go back there again, I'd been a regular customer and had purchased the car from them.

 

[derek kelly]

powersport in Bradford Went bust after the owner got rid of the brilliant after sales manager & replaced him with his own useless arrogant son.

 

[Squag1]

powersport in Bradford Went bust after the owner got rid of the brilliant after sales manager & replaced him with his own useless arrogant son.

Oh that would never happen

 

[Lee337]

Took a 12 month old ZX6r into my local bike shop to have the fork oil changed as per the service schedule. didn't take it to the main dealer as I fell out with them when they messed up the first 600 mile service (& it took them 2 weeks to do). Anyway, the local bike shop mechanic mistook the adjustment screw at the base of the fork for a drain plug & pretty much destroyed the adjustment screw.

I knew nothing of this until I went to pick the bike up a couple of days later, when the owner admitted his mechanic had messed up & a replacement fork stanchion was on its way, and 'by the way, here's the keys to my Fireblade until we can get your bike sorted'.

He would have phoned me but I didn't have a mobile at the time (2001) and his shop manager forgot to ask for my home phone number.

Needless to say, over the next few years, I don't think I spent more than a couple of quid on biking anywhere else but there. Good customer service goes a long way.

 

[andyBeaker]

Took a 12 month old ZX6r into my local bike shop to have the fork oil changed as per the service schedule. didn't take it to the main dealer as I fell out with them when they messed up the first 600 mile service (& it took them 2 weeks to do). Anyway, the local bike shop mechanic mistook the adjustment screw at the base of the fork for a drain plug & pretty much destroyed the adjustment screw.

I knew nothing of this until I went to pick the bike up a couple of days later, when the owner admitted his mechanic had messed up & a replacement fork stanchion was on its way, and 'by the way, here's the keys to my Fireblade until we can get your bike sorted'.

He would have phoned me but I didn't have a mobile at the time (2001) and his shop manager forgot to ask for my home phone number.

Needless to say, over the next few years, I don't think I spent more than a couple of quid on biking anywhere else but there. Good customer service goes a long way.

Staggering.

Did you really not have a mobile phone in 2001?

 

[derek kelly]

Oh that would never happen

I know at least 15 people who stopped using them because of the poor after sales service.

 

[DanBow]

Staggering.

Did you really not have a mobile phone in 2001?

I didnt either.

 

[slim63]

I didnt either.

Nor me, got my first in 02 & only got rid of it 3 years ago

 

[Lee337]

Staggering.

Did you really not have a mobile phone in 2001?

Nope, first Mobile I had was provided to me in 2002 by the office. I didn't have a personal mobile until 2004.

 

[andyBeaker]

I didnt either.

Nor me, got my first in 02 & only got rid of it 3 years ago

Nope, first Mobile I had was provided to me in 2002 by the office. I didn't have a personal mobile until 2004.

Staggering.

I had one the size of a brick in about 1990 to match my red braces and Bolly for breakfast.

Blooming thing was so heavy it tended not to be 'mobile' very often!!

 

[johnboy]

I had a company supplied Nokia 2110 whenever they were new which was upgraded through the years. Only bought my first phone in 2013 when I left said company.

 

[derek kelly]

My first was a Seimens in 1999.

 

[Squag1]

Wife said (long time ago) that I should get mobile.
Once I was trying to contact her in her office and my daughter was with her.

I called hers, daughter's and the land line but couldn't through.