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Post by grumperbear on Mar 16, 2006 9:55:35 GMT 1
l had a customer a few years ago. She was happy with the blinds and service. Then l started to get clawbacks, and over an 18 month period l have had 4 clawbacks for this one customer. After the first clawback l phoned customercare to see what was happening.
They pulled the customer details up on the screen, and the long and the short of it all is that she did not want me back but wanted another agent sent round to her house, and she wants some discount. She tells the new agent her blinds are too long and she is not happy with the original agent. New agent does a DOR, clawback No.1
She later phones customercare and requests another agent as she does not want the first or second agent back. And the story goes on.
As you drive past her house you see that she is slowly changing every window in her house, and as she does it, the original blinds no longer fit. She cann't have any of the previous agents back as they would see whats going on.
Clawback after clawback
l told customercare what was happening but they said that they could not do anything.
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Post by desmorse on Mar 16, 2006 13:28:36 GMT 1
l had a customer a few years ago. She was happy with the blinds and service. Then l started to get clawbacks, and over an 18 month period l have had 4 clawbacks for this one customer. After the first clawback l phoned customercare to see what was happening. They pulled the customer details up on the screen, and the long and the short of it all is that she did not want me back but wanted another agent sent round to her house, and she wants some discount. She tells the new agent her blinds are too long and she is not happy with the original agent. New agent does a DOR, clawback No.1 She later phones customercare and requests another agent as she does not want the first or second agent back. And the story goes on. As you drive past her house you see that she is slowly changing every window in her house, and as she does it, the original blinds no longer fit. She cann't have any of the previous agents back as they would see whats going on. Clawback after clawback l told customercare what was happening but they said that they could not do anything. I find this unbelievable. If the blinds weren't too long when fitted 18 months ago, they can't be too long now unless the window has changed. It's not rocket science, it's the sort of common sense any 10 year old could apply. There are some really good people in customer care, but this shows others can't think for themselves and are scared of customers. I'd take this higher if I were you |
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Post by ciderman on Mar 16, 2006 16:25:03 GMT 1
I agree with you greenpesto, a mass exodus must be on the cards. I am already looking. The problem is that this could be, and was in the past such a good job. Now its rubbish. We've had three FSM's in less than 6 months and I don't know what they do, but that goes for a lot at HO these days.
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j
Junior Member
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Post by j on Mar 21, 2006 16:22:45 GMT 1
Grey van man - where do you take it further, your FSM, nothing happens there, HO, nothing happens there, now you are with customer care where the shambles started.
If the job has been done, and the invoice signed, then Hillarys must foot the costs if they decide to listen to a customer.
It is such common knowledge amongst the public, be it buying blinds or going on holiday, they know far to well that all you have to do is make a complaint and you will be re-imbursed in some form. This practice costs industry billions each year, and all Hillarys are doing is adding fuel to the fire. Further more, someone out there is going to tell people what to do - get Hillarys in and make a complaint, you will get your money back.
It's so much easier for them to s c r e w us than deal with customers. Why is there no proper feedback from someone up top, are they too scared to get into this debate.Imagine what customers would think if you started telling what has happened to you working for Hillarys.
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Post by mghall on Mar 22, 2006 20:30:27 GMT 1
hi sold 2xverts and a r/b to customer £195, fitted the blinds no problem. received tracking report for the 3 blinds, and then my commision removed, then someone from head office rang and asked why i had not been and collected the blinds. i had already spent the best part of one and half hours and £10 in costs doing the job and you want me to go and recover the blinds in my own time and expense. no chance. i believe the blinds are still at customers.
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Post by Blind Scout on Mar 22, 2006 21:20:22 GMT 1
hi sold 2xverts and a r/b to customer £195, fitted the blinds no problem... So if customer has signed as "Fitted Satisfactory", on what grounds has the order been terminated. If there was a problem, why was an attempt not made to resolve it. Why were youy not consulted? Another of these p*** of the agent jobs? Demand payment to recover the blinds. |
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Post by farmer on Apr 8, 2006 17:17:11 GMT 1
hi guys and girls. All you happy, happy people working for Hillary's. I worked for Hillary's for nearly 13 years and for the majority of the time-good times- but i agree with one of your correspondents that the rot started to set in when Mr Tony sold out and the 'accountants' took over the company. We left last year after being forced to either take the SAM or lose leads. Not an ethical way to run a £100million turnover company-but hey what do they care. You're cannon fodder and if you don't like it?  We did manage to fight a slowly losing rearguard action but at the end I wasn't going to spend £300-£400 for a piece of equipment +two year contract just so that Hillary's could reduce the data input department slowly and all savings accrue to the management and the venture capitalists!!!!. Fortunately we had another trade and we are now back plumbing and yes still selling blinds but on my own account and not making 14.68% less clawback, less multiple visits to correct Hillary's thingy ups. Less or more %, I'll let you guess. Costs (petrol,tax,electricity,gas,water,telephone etc etc)for you boys and girls will continue to rise and in order to maintain your current income or increase it you will all just have to work longer hours or face a reduction in income_you will not get a commission pay rise 'cause that will affect the take home pay of the big boys. Get real you guys- you can't buck the company. Either you stop moaning and get back to the coal face or you make a stand, either collectively or individually by walking and doing your thing. Which is exactly what we did. WE now have what we refer to as "US" time. I no longer have thirty odd clients a week to deal with and all the administation that went with it. Sure, we get difficult customers, but they're my customers not anybody's else and whatever decisions I make I stand by. In other words nobody pulls my strings and tells me what to do. Clawbacks, non payment, bad blinds, multiple callbacks it all goes with the territory and yes I agree you should get paid for it, but you won't until you're brave enough. I've had my say and I will hopefully envoke some response and thoughts. I enjoyed my time at Hillary's and essentially it is a good company but now it is in "play" financially and for you good people still in there it isn't going to get any easier. I'm not hiding behind a pseudonym I'm Roger Evans ex agent 214-869 and I self terminated and it gave me sooooo much pleasure!!!!!!! Nice to hear from you. (read from you ?) You are 100% correct. |
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Post by dodgybracket on Apr 21, 2006 10:45:47 GMT 1
I have posted these comments before on several occasions, but just to remind you ..... ..... A contract is between Hillarys & the customer. We are representatives of Hillarys & are here to Sell, Measure & fit blinds on their behalf. We are paid on the original agreed order with the customer ( a signature from the customer or deposits paid solidifies this agreement. ) A 'cooling off' period should be allowed for cancellations unless signed on a limited companies premises ( non-cancellable ).Any errors on our behalf are given an agreed penalty e.g. £7.50 mis-measure fine. Serious mis-conduct may be dealt with in accordance with the law & may result in immediate termination. Any errors or wrong doing by the company is NOT the fault of the selling Agent/Advisor. No 'Clawbacks' are therefore permitted under law. Unless a written request be made to the selling Agent/Advisor & agreed by BOTH parties & a signed acceptance be made & returned. NOTE - I understand you may refuse to sign this in which the company CANNOT take money from you but they may ( !!?? ) wish to discipline or terminate you.I would strongly suggest that we make an inquiry as to these points either through a lawyer or initially through the Citizens Advise Bureau or through the Trading Standards Agency. ( I would wager that Hillarys are known to the Trading Standards Agency on numerous counts ... & would suggest that even the BBC Watchdog or Local TV stations are/would be interested in Hillarys conduct )!!!!The law is very much on our side with this one!!!! Interesting to note this morning that approaches have been made to a firm of Solicitors by a group of "present and former agents of Hillarys" seeking advice on :-- "best approach with regard to obtaining recompense for monies taken from commissions due to them without reference or advice, and detailing a total sum in excess of £5,500 ." Solicitors have asked for Agents signed contracts (current) for verification, before getting opinion as to merits of launching a "Class Action". This is something we need to monitor closely--I wonder if the den of thieves in Colwick are awake and and aware of this??? Dodgybracket |
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Post by farmer on Apr 21, 2006 10:57:10 GMT 1
I have posted these comments before on several occasions, but just to remind you ..... ..... A contract is between Hillarys & the customer. We are representatives of Hillarys & are here to Sell, Measure & fit blinds on their behalf. We are paid on the original agreed order with the customer ( a signature from the customer or deposits paid solidifies this agreement. ) A 'cooling off' period should be allowed for cancellations unless signed on a limited companies premises ( non-cancellable ).Any errors on our behalf are given an agreed penalty e.g. £7.50 mis-measure fine. Serious mis-conduct may be dealt with in accordance with the law & may result in immediate termination. Any errors or wrong doing by the company is NOT the fault of the selling Agent/Advisor. No 'Clawbacks' are therefore permitted under law. Unless a written request be made to the selling Agent/Advisor & agreed by BOTH parties & a signed acceptance be made & returned. NOTE - I understand you may refuse to sign this in which the company CANNOT take money from you but they may ( !!?? ) wish to discipline or terminate you.I would strongly suggest that we make an inquiry as to these points either through a lawyer or initially through the Citizens Advise Bureau or through the Trading Standards Agency. ( I would wager that Hillarys are known to the Trading Standards Agency on numerous counts ... & would suggest that even the BBC Watchdog or Local TV stations are/would be interested in Hillarys conduct )!!!!The law is very much on our side with this one!!!! Interesting to note this morning that approaches have been made to a firm of Solicitors by a group of "present and former agents of Hillarys" seeking advice on :-- "best approach with regard to obtaining recompense for monies taken from commissions due to them without reference or advice, and detailing a total sum in excess of £5,500 ." Solicitors have asked for Agents signed contracts (current) for verification, before getting opinion as to merits of launching a "Class Action". This is something we need to monitor closely--I wonder if the den of thieves in Colwick are awake and and aware of this??? Dodgybracket £5,500 IS THAT ALL !!!!! Wait until i put claim in. !!!!!!!! |
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Bear
Full Member
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Post by Bear on Apr 21, 2006 11:08:18 GMT 1
It looks like "certain former and current Agents of Hillarys" seem to have lost faith in the Forum discussions and HO communication methods sold to the rest of us as the certain means of settling all outstanding difficulties and differences.
Good for them, I say, time someone did it.
Talking to Hillarys about commission they stole from us is like getting a rhinocerous to move the way you want it to, by prodding it with a straw!! NO RESULT.
Hit it with a battering ram up the jacksy, that'll make the b****r shift!
Go on my sons, ram it to them!!!
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Post by greenpesto on Apr 21, 2006 23:03:49 GMT 1
Thing is 'nonails' ... is that the people you mention are so crooked that they couldn't even lie in bed straight!!!!!!
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Post by keenasmustard on Apr 21, 2006 23:58:37 GMT 1
how can you sleep right when you are hanging from your feet!!!!
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Bear
Full Member
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Post by Bear on Apr 22, 2006 0:00:23 GMT 1
Thing is 'nonails' ... is that the people you mention are so crooked that they couldn't even lie in bed straight!!!!!! Looking back on your career , it would be a real disaster to have " Senior Manager at Hillarys Blinds " on your cv. EVERYONE would know that you were a thieving swine who stabbed salesforces in the back, and pocketed money others earned for you, and on which you had rec'd a bonus. Bit like saying you had been a Gestapo member, I suppose.... Anyone else care to comment on the possible future local publicity to hit Hillarys when this lot ever gets to Court in Nottingham later in the Summer. How will it affect your sales and credbility?? |
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Post by JoY on Jun 9, 2006 16:58:59 GMT 1
Message directly for Head Office...... When will we get back the stolen commission that was taken off us through no fault of ours??? also known as CLAWBACKS Would someone please answer? Thank you......  _________________________________________________ I have just emailed Mr. Risman and Mr. Kenney asking how long it will be before we get it back.  |
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nkotb
New Member
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Post by nkotb on Jun 10, 2006 20:06:38 GMT 1
When are we all going to say enough is enough of this constant bullying by hillarys senior management. they never do ANYTHING that is for the advisor other than constantly anoy and upset us. IS THIS CONDUSIVE TO GOOD BUSINESS FOR THEM? No it isnt but they will never learn the art of professional management and good man management, that encourages positive thinking and good practice by desire.
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