Wednesday 7 August 2019

Sorry I’m not sorry (rant)

Watching the news today I saw that British Airways cancelled a lot of flights because of IT problems.  However they apologised to customers and were offering them the opportunity to rebook on a different day.  Opportunity -  an occasion or situation that makes it possible to do something that you want to do or have to do.   BA contrive to make it appear they are doing their customers a favour, a one time only sale ends Sunday offer, enabling them to completely rejig their plans.  No mention of holidays ruined, appointments missed, life just messed up. No, they are offering an opportunity, dream on BA.
I recently raised a complaint against the company we employ to manage our apartment building, as owners we pay them to do this.  I had raised some queries with the Director who is our property manager, waited 3 months and reminded her twice before I got the response that she would not be responding and there would be no further correspondence on the matter.  In other words shut up.
So I lodged an official complaint, not holding out much hope as the investigation was to be carried out by a fellow Director of the company.  The complaints procedure, available on the website, states within 7 days of my complaint I would receive a summary of their understanding of the issues and within 14 their findings.  Apart from an acknowledgement I heard nothing for 43 days and then only after I chased them.
Regarding the 3 month silence I was told they could only apologise and when I questioned the delay in investigating my complaint I was told they had wanted to ensure they had all the detail.  It’s a joke, they just don’t give a toss.  I told them in no uncertain terms that this shocking customer service is endemic in the company and they can do a lot more than only apologise, leading my example would be a good start.
I don’t imagine customer service will ever improve, even phoning our property managers we go through the push buttons and hold for ages procedure, usually before being connected to an answering machine.  It’s the norm nowadays but on the positive side I had to speak to my solicitor recently.  She was in holiday but I was given a contact in a different office who was helpful and kind.  I’m taking him a bottle of our local Italian wine as a thank you, sadly I can only apologise that I won’t be delivering one to our property manager but I can offer her the opportunity to do without,

1 comment:

  1. Wish I could say the same for m y solicitor - very longwinded I am afraid.