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When Gchadbond complained that Chubb Security were slow and slack at changing the contact details for a security system following his mother’s death, Chubb responded in the following way.
Gchadbond writes:
Hi NGE,
I write to advise that I received a phone call from Chubb Security this morning apologising for the problems I experienced and canceling the $50 invoice they had submitted on a call-out caused due to their incompetent handling of updating the contact details.
They advised that my principal contact had left the company earlier this year 'due to incompetence' and agreed that the service I received warranted the complaint. Interestingly the caller noted that the complaint had been posted on NGE. As I sent a final letter to Chubb Management declining payment of their invoice at the same time as I posted my complaint on NGE, it's not entirely clearly what prompted the call, but I suspect that the NGE posting figured largely in prompting the response.
Thank You NGE !
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When Kitzo complained that he'd been charged an "HONOUR" fee of $29.50 for being overdrawn, ANZ responded in the following way:
Hi Fiona,
The ANZ did get in touch with me after a few days and they have promised to reverse the charge of $29.50 and they stated that it was their policy to only stop you being overdrawn and not incurring the fee if you specifically ask for it not to happen.
A bit like Telstra and their silent number. You need to pay to be left OUT of the directory. Ah well...
Thanks once again.
Keep up the great work.
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When Tmclean tried Kodak’s new digital photo printing service he should have been able to order his photos to be collected at a nominated outlet. Although he was working in Nowra, he wanted to pick is pics up at Kmart in Maitland. Only thing is the photos went astray big time.
On hearing about this Glenn Campbell of Kodak PR Department responded in the following way.
We are very disappointed that one of our valued customers had such an unsatisfactory experience as that suffered by Mr McLean.
Digital printing is a new service that allows people to electronically send their pictures for printing via www.kodak.com.au, and to select the store from where they would like to collect their prints.
On tracing back Mr McLean’s order it is clear that the store was unsure why they had received the order and it was therefore decided to forward it on to another location considered to be more appropriate. This is the first time that we have encountered this type of problem with this service, and we are using this experience to improve our internal training process to ensure that these sorts of mistakes do not happen again.
We understand that this experience would have been extremely frustrating for Mr McLean who should have been provided with a better explanation on the delay and the status of the order.
We have contacted Mr McLean directly to explain why his order was delayed and we have also apologized for any inconvenience caused. In the first instance we will be ensuring that all of his photo requirements are met and we will also use his feedback to improve our customer delivery for this service in the future.
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When Tarnione bought a new PC at Harvey Norman Everton Park, much to her surprise she found herself signed her up for a 12 month dial up Ozemail contract. She said the sales man had explained nothing. Wanting broadband instead, Harvey Norman came to Tarnione’s rescue in the following way.
Tarnione writes: Hi NGE...not long after your phone call today I got a call from Trent from Ozemail and said that Harvey Norman had gotten onto them and Trent has offered for me to break my contract with no penalties.....this is just what I wanted...Thanks for all your help....I will now look into prices for cable....
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When daryns complained that VIP Home Services never showed up to clean the exterior of his Brisbane home, VIP responded in the following way:
We have looked into the complaint. At the time of the complaint, the franchisee for this area was also looking after the Gold Coast Area south of Brisbane, which they also part own with family. As a consequence, the Bayside franchise in Brisbane was being run by their employees, who handle home cleaning enquiries. The response to the enquiry was tardy, and the missing of the appointment is not satisfactory.
As a consequence the owners have moved back to Brisbane to focus on their main territory, and will handle these aspects personally. They offered to carry out the external house clean at any time to suit Mr Sibley, if this was acceptable with him. I spoke with Mr Sibley today and offered our apologies as his experience was less than satisfactory, and explained that we have taken measures to avoid another occurrence. We offered to clean his house externally now, but he has already had this completed by another contractor.
We have asked our lawnmowing franchisee in this area to give us a quote to do a "tidy up" before Christmas for Mr Sibley, and will forward gift vouchers to cover this service to him within the next few days. Thank you for bringing this to our attention, and giving us the opportunity to resolve the complaint.
Regards,
Paul Robinson
National Systems Development Manager
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When frog complained that variety was lacking and that the quality of the fruit and veggies at his local Coles in Tom Price was less than desirable, Coles responded in the following way.
Hi Fiona
Thank you for the opportunity to respond to the concerns of Frog.
In the past week we have attempted to contact Frog but have not been successful. Today one our area managers was able to make contact and he spent time listening to Frogs concerns.
Our area manager has explained that Coles is committed to offering its customers fresh fruit and vegetables in Tom Price and in all of our stores.
Approximately 80 per cent of Coles' fruit and vegetables are grown in WA making us one of the biggest customers of WA producers.
All apples and pears, peaches, nectarines and plums are WA grown as are the majority of potatoes.
Our business partner, Costas, recently opened a new $14 million fresh produce distribution centre in Jandakot which ensures the highest standards of handling and delivery and helps improve the quality and taste for Coles customers.
Coles is also committed to the communities in which we operate and we contribute significantly especially in regional towns.
Our area manager will be meeting with Frog at the Tom Price store to discuss the concerns and issues further and to find some solutions.
Regards
Sarah McNeil
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When Sleepycat complained about the scratched discs, shoddy service and over charging at Blockbuster’s in Hobart, Blockbuster’s responded in the following way.
Dear Fiona,
Just a note to say that I was contacted by Blockbusters from head office in Melbourne yesterday and they offered to credit our account with $20 in response to my complaint. Assuming this goes ahead I am happy with this resolution, it is actually about double what I intended asking them for.
They asked me if I had any interest in withdrawing the complaint from public view and I declined, but said I would ask to have a note saying that I was fully satisfied with their resolution of the complaint added to it.
Blockbusters also claimed that they do not increase fines for late payment. This is inconsistent with the explanation given by their staffer but I am happy to accept that their claim is correct and that their staffer (presumably a casual) got it wrong.
Thanks for your assistance with this. I feel it has been more effective than had I simply sent them a letter of complaint.
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When Waybuzz complained that his fence was blown down in a strong wind recently, AAA Fencing responded in the following way.
On 11 November, Waybuzz’s partner phoned our office and politely explained that he was willing to pay for the repair and that URLC would be paying half the cost.
I advised him that even though we had been booked out until Christmas since the first week in September, we would squeeze his repair in within 7 - 10 days of receiving a quotation signed by him and URLC.
… AAA Fencing does not do repair work but made an exception because they were our customers and we understood their predicament…
We have been fully booked until Christmas since September, yet promise to complete the repair within 7 - 10 days of receiving signed quotation, again because we understood their situation.
…AAA Fencing has acted with integrity throughout. We feel we have bent over backwards to help these clients...
Suzanne Wuoti
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When NGE member CHD complained that she was had been charged for a Gold Mastercard that a St George teller would not let her collect, St George responded in the following way.
Fiona, St George Bank's Customer Relations Manager has contacted me regarding the problem with the Mastercard, after being advised by you of my gripe. She was extremely nice and apologetic and offered me a card without all the fuss if I still wanted one. I'm thinking about it. She had already checked out details of the problem but wanted to know the branch and teller involved so she could take remedial action.
To be fair, the bank couldn't do better than this. She gave me her direct line and mobile number and wanted a chance to rectify their behaviour. There are established procedures for this type of issue that clearly had not been followed by the branch. She also found that the account had not been closed, which is why I keep receiving statements with accumulating interest. These amounts have now been reversed.
You have certainly got results when my letters failed to do so. Proves your effectiveness. Amazing what a bit of publicity produces. Thankyou. CHD
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