COMMUNICATION

[golfsthegame]

Anybody been able to contact service support lately. I have made numerous attempts over the last two days to raise a DOR but after hanging on for at leasty five minutes at each attempt have given up and emailed it in. Hope the customers are getting a better response!!!!

[blindsfitter]

golfsthegame said:

Anybody been able to contact service support lately. I have made numerous attempts over the last two days to raise a DOR but after hanging on for at leasty five minutes at each attempt have given up and emailed it in. Hope the customers are getting a better response!!!!

FIVE MINUTES Dont be silly

I had a customer this morning ringing chasing a repl;acement Velux which I cannot prise loose at Colwick, and he rings me to complain he was hanging for 22 minutes on loudspeaker in his office before someone picked up.

You do know that Customer Care and ouir Service Centre are all the one and the same now, don't you???

Blindsfitter

[hereticus]

golfsthegame said:

Anybody been able to contact service support lately. I have made numerous attempts over the last two days to raise a DOR but after hanging on for at leasty five minutes at each attempt have given up and emailed it in. Hope the customers are getting a better response!!!!

Same experience - impossible to get through to any department by phone for the last couple of weeks. Trying to contact Diary Maintenance is even worse because you can't stay on hold - after two minutes it throws you back into the phone tree menu. I now do all chases, DOR's, diary changes, etc by email - its quick, simple, and you've got proof of sending and of content. I also find that, with the odd glitch, the emails do now get actioned.

[phugly]

I'm like you Mike, got fed up of hanging on end of phone. All my DORs, Query replies and everything else goes by e-mail and although most of the time they action it they still dont acknowledge it and they still occassionally manage to thingy it up e.g. got appoints next week while I'm in Spain even though DM where informed on 5th May

[JoY]

I left my phone on speakerphone and did the ironing while waiting for Hillarys to answer yesterday.....

.....when they eventually did....I chased an order a customer has been waiting for since March, and was told the new date for it would be June 5th. I asked if customer services would contact the customer and explain the delay, as I had now had to tell the customer of 4 "new dates" and was getting embarrassed

They told me they were far to busy to phone customers......

Are the staff at HO all leaving in their droves too?

[phugly]

>:(Now I'm really p*ssed off. This week 4 orders have not arrived in time for fitting and it's been left to me to contact customers. I thought the new policy was for Hillarys to ring customer if blinds would not be ready. When I return from hols I may well be booking sales appoints as "advisor not available" just so that I can catch up on missing fits

[RED]

phugly said:

>:(Now I'm really p*ssed off. This week 4 orders have not arrived in time for fitting and it's been left to me to contact customers. I thought the new policy was for Hillarys to ring customer if blinds would not be ready. When I return from hols I may well be booking sales appoints as "advisor not available" just so that I can catch up on missing fits

They are your customers when things go wrong and so is up to you to contact them. They are Hillarys customers the rest of the time!!!!!.
Does that make sense?

Red

[phugly]

That about sums it up Red