I was specifically thinking of "noise cancellation chips" that are basically a black box, with no firmware to update. Not pedantic at all, it really depends on the specific implementation. It's 2019 - people keep complaining, Bose keep going. Only if they KEEP complaining and this starts making rounds, THEN - spend money to fix it, to remove the risk of "damage to reputation".Īnd, frankly speaking, this works for Bose, I have heard people complaining about Bose products since, well, at least late 1990s, when I started having enough spare money to value good sound. If the "valued customers" have shifted to other daily dramas, as they would after a day or two - WIN). Only if it becomes massive and widespread, do they companies take notice, and come up with the 2nd line of defence: "performance of our products and customer satisfaction is our top priority" (in plain English: ignore, and see what happens. If still keep complaining, ban them on your forums, otherwise, ignore.
I think you're holding the lunette the wrong way wrong, this is a growing trend (if not mainstream) trend to handle customer issues: if complain, ignore. Re: there are still companies that can't handle customer issues That's why the happy clappy and largely useless friend-to-all Energy Ombudsman 'service' was set up: to get between you and the regulator. don't ring anyone, and don't talk about 'I'll tell the enargy regulator' because that's ridiculous: no ordinary domestic user can "talk to the regulator", never has done, never been able to, never will. The only way to deal with them is initially via email and then Royal Mail Next Day surface post, the cost of which can be claimed for at the end of the complaints process. Over-billing as a result of seemingly deliberately untruthful 'final readings' has long been a nice little earner for unscrupulous energy companies (of whom there are many). 'Talk' is deniable by the energy company - and very often is. 'Talk' (unless you've gone to the trouble of recording, transcribing, and having it all independently verified) is not in any way an archival procedure that safeguards the record. What eventually solved it was me telling them what my calculation of our usage was, saying I'd pay them that but we're changing provider and they can take me to court and defend their position if they want to try and claim we'd used thousands of £ of leccy juice in the space of a couple of weeks.īut you should NEVER 'talk' to what may pass for a Customer Service department of ANY energy company operating in the UK. The fact *I* also took a reading when we moved in, and had the reading of *both* dials did me no good Didn't really trust the letting agent not to screw it up a second time, so I gave them a heads up and said I'd sort it and then pass on the revised bill.įairly easy thing to explain away, except you can't actually speak to the buggers because they've seem to have paid a consultant who's told them that speaking to customers is bad, all you need is a website, an email bot and a very minimal and well hidden phone team. To compound things further, their previous reading had been estimated anyway.ĭid they flag it and say "errr, that's not right?" Did they bollocks, they allowed the number to wrap around, increment back up to aforementioned 6 digit number and then sent *me* a stonking bill. We moved into a new place, and the renting agent "helpfully" phoned British Gas to give them readings.Įxcept, he read the wrong dial, and so gave them a 5 figure number, where the previous reading had been 6 figures. Oh god, British Gas are *awful* at everything.
Dunno where it is - southern Africa going by the accents of the people who answer the phones - once you've managed to get past the idiotic voice-response system that silently fails and loops infinitely if the information that you give it doesn't match the (incorrect) information typed in by the moron we first dealt with. Trying to speak to the 'customer service' desk is, at best, a waste of time and, at worst, tear-inducing. It took a formal complaint, followed by by the threat of going to the energy regulator to get BG to *actually* talk to her rather than just sending her a confusing set of mutually-contradictory emails and a demand for money based on their *estimated* readings when they had the real reading all the time. It's all very well having a shiny website and spiffy app but IF THE CUSTOMER CAN'T ACTALLY SPEAK TO SOMEONE WHEN THEY NEED TO THEN PEOPLE GET VERY VERY ANGRY.Īnd their spouse gets to live with a stressed out and angry wife for several weeks. As my wife is discovering with British Gas.
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