
Well, I'll start off simply by describing a retail phenomenon many of you may have found over the last while, namely, 'when you buy it and it works, it's fantastic, but when you buy it and it doesn't, everything gets fu**ed up very quickly indeed'.
Yes, this is the interesting subject of modern customer service and how many companies have spent a suitable amount of money on fulfilment of orders, however have spent a good factor less on resolving 'issues'.
I have had the misfortune to experience a handful of such purchases in the last year and may well get around to naming and shaming all such sorry companies in turn, however, for the moment I will concentrate on the most recent.
Currys. Part of
DSG Retail Limited. I think that used to stand for Dixons Stores Group, however recently, I am told, they changed this to 'Dodgy Service Goons'. I quote from their corporate site: 'Through all our brands we aim to provide unrivalled value to our customers by the range and quality of our products, our competitive prices and our high standards of service.' High standards of service. Bollocks.
Okay, let me relate the story of 'the washing machine', whilst trying to give you some insight into modern fulfilment practices - why they are inherently evil and why nobody has a clue when things go wrong.
I ordered a
Zanussi washing machine on Currys' website Sunday last, paid with a credit card and organised a delivery slot a week later, this past Monday. So far so good methinks.
I wasn't able to be present when it arrived and on closer inspection after unpacking all of it I noticed the right side had a kink near the bottom - so nicely done that it could indeed have been part of the desgn , however it didn't look like the left side, so, although I didn't want it to be so, I became fairly suspicious that someone had actually dropped it.
Because I wasn't certain if it was
cream-crackered or not, I decided first of all to e-mail Zanussi and ask them if it was supposed to look the way it did. (Well, in fact I checked for product pictures their website first, which didn't have anything detailed enough.) They operate one of these formalised contact procedures as many companies do, whereby you cannot actually get a real e-mail address for them. No, that would be far too messy and/or useful. They just give you a contact form - and, after selecting what type of enquiry you are making from drop-down lists that offer nothing remotely related to what one actually wants to ask, you just get to send them a short message. Not long enough to really describe a problem, simply short enough to keep within the attention-span of the probably lowly-paid employee who is going to 'read it'. I use that term loosely as the normal response seems to be to 'skim' a query, or increasingly to flag keywords (indeed the 'best' companies already have machines doing this) and then send what might be a suitable stock e-mail in return.
What I really wanted to do was send them a photo because a picture speaks a thousand words as we all know. But you couldn't do that. Consequently the chap who read my query misunderstood it and sent me an e-mail the next day that made it clear he had misunderstood it. BUT WAIT! It was a real e-mail in fact with nothing generic in sight. Jeepers. He even phoned me on my mobile, although I missed the call because I was standing next to a freezer in a supermarket at the time. Sod it. Anyway, his phone message also confirmed he had misunderstood my query. Try Currys if you really think there's a problem, he said.
Fair enough. So, I phoned Currys. The woman made all the right noises and said that these things do happen sometimes and gave me another number to call that would sort it out. That took me through to another Currys automated helpline, one of these that actually asks you to respond verbally. After much fun with the words 'Zanussi', 'washing machine' and then the date I ordered it (that was the really complicated bit), it then put me through to someone I hoped would be human.
But it wasn't. I had an automated message giving me the general spiel about 'all our customer service operatives are busy at the moment' and 'we are experiencing an unusually heavy volume of calls', interspersed with the same repeated
Enya track, in the style of being played on a scratchy gramophone down a bad line from backstreet Beirut.
I know it was repeating the same track because by the time I put the phone down, unsuccessfully, having spoken to no-one outside of a machine, I had heard it five times and over 15 minutes had elapsed.
Aaaaaaargh!
I was getting a little bit stressed by this moment so I decided to e-mail Currys instead. I asked for assistance and also told them to employ some more staff with all that money they were making by keeping people on hold on their national rate phone number. It had to be done. I also replied to the e-mail from Zanussi, saying I was waiting to hear from Currys, however I would appreciate their opinion on my photo of the 'damage'. Having a 'real' e-mail address was all too good to be true though, wasn't it? Even though their e-mail didn't say you couldn't respond to them, it bounced my response back to me. Bastards.
The following day - after no further joy - I went into the local Currys and asked if they could help out. I inspected their model of the machine and confirmed my suspicion that mine was damaged. I enquired of the guy at their customer service desk, who, with a knowing smile, explained that because it was a web order they couldn't do anything else to help. I explained what I had done so far and he accepted that was all thoroughly reasonable and I couldn't really do anything else but wait.
Having had no further luck with Currys I decided to phone Zanussi, which I hadn't done before, having e-mailed them as I did. Guess what?
Enya from Beirut! Ha-ha! The phone number to Currys actually routed you through to Zanussi! Who originally told me to phone Currys! And they still weren't answering! Hahahahahahahaha! Aaaaaaaargh!
So, here I am. Four days later and no closer to getting a nice spanky, fully-functioning, un-dropped washing machine.
My point is, if they had delivered it and it had been fine, my opinion of Currys would be smashing. I would recommend them - and indeed Zanussi-Electrolux or whatever they are called this week - to anyone who wanted to know, and say how thoroughly smooth the whole process had been.
However, I can't do that, because they f*cked it up. Not just f*cked it up, but f*cked it up and haven't put it right. In fact won't even reply to me. And that makes me want to take this washing machine and shove it right up the arse of their head of customer service - overpaid and jumped up twat that 'he' (and I very much expect I am right) obviously is.
I need to get a job on
Watchdog. They can remove the embarrassment to investigative journalism that is Nicky Campbell and put me on instead. Inserting faulty electrical appliances live on air would be a guaranteed ratings winner.