Interesting Service quality

[johnboy]

I've just spent two grand on a weekend at the Savoy for our 30th anniversary, mrs johnboy says this morning "bugger, left my toothbrush charger at the hotel". Ring the hotel, no answer so email, get a reply asking how do we wish to pay for the delivery. On route from the hotel to my sisters place, we get a puncture, nearest place open is Kwikfit at Elephant & castle, rough as arse, the guys whip the wheel off, fix the puncture and don't want any money for it! Bunged the lad who did the work a tenner. Two very different establishments, two very different approaches to service.

 

[Jaws]

In my younger days ( as in MUCH younger ) I occasioned to hang with a lot of posh people and the Savoy was often visited.. Apart from the lower orders they seemed to go out of their way to employ total arseholes.. Sounds like nothing has changed in the past 50 years

 

[derek kelly]

Didn’t Ian Robbo work at the Savoy?

 

[Jaws]

Didn’t Ian Robbo work at the Savoy?

I think it might have been the Saveloy Derek

 

[Pow-Lo]

Didn’t Ian Robbo work at the Savoy?

If he did, it was as a food taster.

 

[andyBeaker]

I've just spent two grand on a weekend at the Savoy for our 30th anniversary, mrs johnboy says this morning "bugger, left my toothbrush charger at the hotel". Ring the hotel, no answer so email, get a reply asking how do we wish to pay for the delivery. On route from the hotel to my sisters place, we get a puncture, nearest place open is Kwikfit at Elephant & castle, rough as arse, the guys whip the wheel off, fix the puncture and don't want any money for it! Bunged the lad who did the work a tenner. Two very different establishments, two very different approaches to service.

I have to ask….why did Mrs J take her toothbrush charger on a weekend away?

 

[Squag1]

I have to ask….why did Mrs J take her toothbrush charger on a weekend away?

Oh you haven't tried that then

 

[johnboy]

It's in her sponge bag permanently ready for 1 night to a full on holiday.

 

[andyBeaker]

It's in her sponge bag permanently ready for 1 night to a full on holiday.

Well I did ask….!!

 

[Cougar377]

It's in her sponge bag permanently ready for 1 night to a full on holiday.

And the toothbrush....?

 

[johnboy]

somewhere close by.

 

[andyBeaker]

Long story short….I opened a Sky subscription for my mother in law hallelujah using the Introduce Friends thing and it didn’t workproperly — instead of getting 2x £75 MasterCard and a £20 sign charge up I got a £120 sign up charge and £100 MasterCard, so essentially giving them £100 and they give it back to me in 45 days! So I cancelled that order and did a manual order over the phone. Subsequent carnage, no online access, won’t discuss anything over the phone as there isn’t a telephone password in place which I can’t put in place as the effing access online isn’t working…round and round in circles……..

Pit a complaint letter in the post yesterday, just had a call,which took about half an hourr of messing around to sort the issues out…..difference being this time the lady who called knew what she was doing, understood there was a very ill 89 year old involved, had a brilliant empathy with the frustrations I have had. End result = I have a high opinion of Sky customer service at present and that is all based on that call alone, regardless of the crap that went on before.

Stuff goes wrong….it’s how it gets dealt with that is important.

 

[derek kelly]

I have usually found Sky very helpful, particularly an Indian lady at their call centre who really knew her stuff.

 

[Minkey]

Sound more on the ball, three weeks on still waiting for BT complaints department to call me

 

[Cougar377]

I have usually found Sky very helpful, particularly an Indian lady at their call centre who really knew her stuff.

 

[derek kelly]

Yeah, there was this Indian lady at the call centre & she really knew her #tuff.

 

[Cougar377]

Yeah, there was this Indian lady at the call centre & she really knew her #tuff.

 

[andyBeaker]

Sound more on the ball, three weeks on still waiting for BT complaints department to call me

Maybe try going straight to the top. In reality the email will be probably intercepted before it get to the Chief Exec. If his office have anything about them they will get it sorted.

“BT Group's chief executive Philip Jansen can be contacted via philip.jansen@bt.com.”

 

[andyBeaker]

Minkey also ask them for a copy of their complaints policy - they will have one - that will include timescales for dealing with complaints and what to do if it isn’t resolved to your satisfaction

 

[johnboy]

Savoy update. A couple of weeks ago, the Savoy emailed and asked if I would take their survey, so I explained, politly, where I thought their service had fallen below expectations. I explained that I wasn't looking for a payout or refund, but also said that we had extended our budget as it was a special occasion and quite frankly we felt rather deflated.
Checking my credit card statement today and they have refunded 20% of the final bill, but here's the really annoying bit, no explanation, no email to say sorry here's a few quid back, no nothing, and that's just another example of their poor customer service.