Sep
9
Category: 
|It really should not have taken so long for us to reach people who want to help.
On Monday, Marie assured me that we would be contacted on Tuesday. I said at the time that I did not believe her but was reassured that this was a firm date.
On Tuesday, having not been contacted by 6.30 pm, I rang. Matt told me that he would pass my message on to management. It was hard work getting to that point. I had to continue repeating that I was aware of my legal rights.
On Wednesday, I spoke to Tim. I was speaking to him for 14 minutes before he would let me speak to management. In fairness, he was enforcing his own understanding of the Data Protection Act. Kate’s name was on the order and not mine. After he had checked that the payment was made using my payment card, I was put through to Andy. This was the breakthrough.
I was promised nothing, but Andy looked at the by now lengthy notes on the order and stated that he personally believed that we were entitled to some compensation.
I had taken to asking for either the cooker we had originally ordered or an equivalent model of equal or greater value. Andy was receptive to this suggestion. He said that we should ask to speak to him by name in future and rang back suggesting the possibility of a white G756. He told us that this would be put through to Head Office as “urgent” and “top priority” and that we would be contacted on the following day, Thursday.
I rang back the following evening. Iain put the phone down on me so I rang straight back, demanding to speak to a supervisor. I spoke to Peter who noted my complaint about Iain’s methods and passed me through to Alex. It took a little while for him to read through the copious notes on this matter. Head Office were now closed so he asked that, in the event of difficulties, we should ring back well before five o’clock the following day.
Kate was kept busy on Friday afternoon. No-one rang in the morning so, at 1.30, she rang the alleged purveyors of white goods and got through to Rochelle.
Rochelle was helpful. She said that it would take 48 hours for Head Office to respond; 72 hours for them to contact us and then arrange a delivery. Immediately that she was asked to do so, Rochelle put Kate through to Tina, another supervisor. Tina said that Andy would call us back by 3.30.
Andy didn’t, for the perfectly good reason that he was not in. At 4.10, Kate got through to Emma. “Emma deserves a medal,” says Kate. Emma phoned Head Office while Kate was on hold and spoke to Ross. Ross said that he would deal with it that day and that we would be rung as soon as he had had the chance to look through the notes.
So, at 4.45, when we had not received a phone call, Kate rang back and queued for 10 minutes. Emma was on another call and would call back straight away.
At 5.25, Kate rang back and spoke to Dave. Emma had finished but had passed the case on to Val. Val rang back as promised and at the appointed time.
Head Office was by now shut. Val said she would ring before 10 on Saturday morning. She rang this morning at 9.15, saying that either she or H.O. would ring by 12 o’clock.
At 12.15, Val was very sorry as she had been stuck on another call and was just about to contact Head Office.
A few minutes later, she rang back. There had been no answer from Head Office. It was thought that they were on their lunch break and she would keep trying.
We rang back just before 2 o’clock. Val was still chasing up Head Office.
Val rang back again.
Finally, we have been given a delivery date. This Thursday we should be receiving a Belling G756ando cooker. Thank you to Val in after-sales at Currys for your help. Thank you to Andy. Thank you to Emma. You three tried.
Technorati Tags: breakthrough, cooker, after-sales, Currys
