These posts and comments are not made in any particular order of date. Ratings go from Zero stars reflecting the worst customer service and Five stars being the best.
BMW Park Lane Car Service, Stewarts Road, Battersea. I have owned a number of BMW Cars since my very first purchase many years ago. During that time, I have used a number of London-based BMW service facilities. This particular service facility is by far the best I have ever used, The staff are professional, courteous, and friendly. Their pricing is particularly competitive, they are tenacious in their approach to customer satisfaction and turning around repairs and servicing quickly. First class service. Five Stars *****
Dominos Pizza UK. Absolutely 100% awful customer service. I contacted the Dominos Pizza UK Head Office who have taken a particularly long time to respond fully to my concerns, the initial matter and complaint was brought to their attention in June 2011. When I actually spoke to a representative of Dominos Pizza UK in their customer department I was advised the person dealing with such matters was away (Only one person dealing with issues for such a large company? How odd). His only option of assisting me was asking me what I wanted him to do! Amazing, go figure. To date 09 September 2011 I have received a letter from Dominos Pizza UK which has not really addressed all my concerns. In that letter to me the Chief Executive of Dominos Pizza UK Chris Moore states 'and retaining and disciplinary action has been taken'. Now do you know any other company which takes three months to deal with a complaint and concerns raised by a customer? If I was the Chief Executive of any large company my first task would be to ensure that every customer of that company is 100% totally satisfied with the service my company provides and that all of my staff do everything they can to ensure complete customer satisfaction as well as the welfare of my staff. I am pleased to report that as of the 15 September 2011 all my concerns have been addressed and a full written apology has been received from the Chief Executive. This matter has now been fully resolved to the satisfaction of both parties. I am grateful that a common sense approach to resolving this matter has now been made and I thank the Chief Exec at Dominos Pizza UK. I have been ordering from the Finchley Central branch of Dominos and I am pleased to report the service is very good and back on track. As a result I have increased their star rating from Zero Stars to Four Stars ****.
Vodafone UK Vodafone UK Offer a particularly poor level of customer service, one of the worst I have actually ever experienced. Technical Staff cannot fix and repair Blackberry issues. Managers and technical staff fail to telephone back when they say that they will. One is passed around from one tech support agent to another. And annoyingly I am give excuses such as ohhh! it's the Blackberry software! They never accept responsibility for it being a network issue. So why Vodafone do you pass the buck? If my computer fails, the vendor actually spends time and fixes the problems whether it be a hardware or factory-installed software problem, without referring me to Microsoft! I was told I would get an email confirming the conversation I had with a Technical Support representative on the 11.10.11, well you've guessed it, the email never arrived. This morning nearly 24 Hours later I spoke to another member of the customer service team at Vodafone who was polite and forwarded me the email, it really does make fun and worrying reading that a representative of a company can actually be allowed to send out this email without actually checking the grammar and it's contents first, remarkable! See for yourself. Hi Nigel Customer said his calls have been dropping for months and months and months all over London. He said RIM have confirmed it s not his phone and this is a network problem. I ve advised the customer that I don t believe this is a network issue and he needs to either send his phone for repair or let us exchange it to rule out a phone problem. I ve said the exchange would not be for a brand new phone. He said the problem with this is we won t let him keep the original phone while he transfers his data over and that he has been told in an email from Customer Serivces that if his phone goes faulty we will send him a brand new one. I ve advised he can back his original Blackberry up to his computer before exchanging it, he still wasn t happy with this but I advised there are no other options. I advised despite any email from Customer Services we won t be providing him with another brand new phone he s already been sent four brand new phones in the last 12 months . He said m!aybe that decision is not in my remit. I ve advised him I have made that decision and if he s not happy with it I can escalate his complaint. He told me to escalate it. He wants an email in response confirming it s a phone problem and not the network and a response about replacing his Blackberry with a brand new phone. Moving on, 13.10.11 I fire up a BlackBerry Bold 9000 and yes, you guessed it call failures again! I am monitoring this until Monday 17.10.11 then I will use the refurbished BlackBerry Bold 9780 that has been sent out to me and see if this makes a difference. Now if it does not, is it a handset problem, sim card (Both been replaced numerous times) or is it the Network? Zero Stars 0
Dell Computers UK. I have been a Dell business customer for many years and have recently changed my preferred supplier and choice of computers solely to their Latitude range of business Laptops. The build quality of their products combined with the level of Pro Customer support is excellent. There staff offer a level of technical support and expertise that is very impressive. I have been afforded an excellent customer experience. Based purely on my past purchase and experience with Dell I have recently taken delivery of another Latitude Laptop, the small footprint and light in weight E6220 Laptop (Custom spec) solely for travelling and working away from the office. I have every confidence in the partnership I have with Dell to provide a one stop business solution for my IT needs. Great products backed up by total 100% support. Five Stars *****
Canon CPS Canon Professional Services. New cameras and lenses by manufacturers were in very short supply after the terrible Tsunami tragedy to hit Japan. I placed an order for a new Canon EOS1D Mk4 which were on back order. Canon very kindly loaned me a camera body saving me a vast amount of money in camera hire charges until my new camera arrived, Excellent service. Five Stars *****
Research In Motion (BlackBerry) Undertook the investigation and repair issues and problems with my Blackberry 9780 which Vodafone UK failed to address. The advice, help and support offered by the team at RIM was first class with several follow up calls. The technical expertise and customer focus was first class. They were able to fix the issues I was experiencing save for the network issues which are the responsibility of Vodafone UK which Vodafone fail to accept and address. Five Stars *****
Tuscany Suites & Casino, Las Vegas probably the best kept secret and best value hotel in Las Vegas. The rooms are amazing spacious, clean, bright and well serviced, huge at approx 625 Sq Feet. The Chambermaid staff make sure the rooms are kept clean and in tip top condition. Friendly customer service, great value dining and only a short six minute drive to the strip and a short distance from the airport. An important point when you park your car at the hotel car park you are only a five-seven minute walk to from your room compared with a least 20 minutes plus walk in a larger hotel. Book your next stay at Tuscany Suites in Las Vegas you will love it! Five Stars *****
Western Digital: I spoke with the technical support staff at the leading manufacturer of external and internal storage solutions for computers in respect of help that I needed in formatting a hard drive. The staff were professional, helpful, courteous and provided a first class service in providing a solution to my issue. Recently I had another issue where I found the technician I spoke to unhelpful resulting in a week or more to try and resolve my issue which in the end I resolved myself. I have reduced their rating from Five Stars to Three Stars ***
TomTom Sat Nav: I have been speaking with various Technical Support staff at TomTom in respect of a number of a new purchase and other issues. In October 2010 I purchased the Speed Camera warning subscription for one year plus six moths for the sum of £16.98. AS a ToMTom user when you connect your device into a computer and log on the TomTom Home software allows you to make direct changes and also updates your device. When I recently logged on the Speed Camera information was no longer available and visible. I contacted the Technical Support staff via electronic hat on the TomTom website and was told that they had no record of me purchasing the Speed Camera subscription and quoted to via email chat that 'I can confirm that there are no Speed Cameras on the account (email address given) and it doesn't look like there ever have been (Dated 25,10.11). If that really was the case then please explain TomTom why is it that if as you stated above I did not have the Speed Camera subscription why was I constantly invited to update my device by email notification and offered and supplied Speed Camera downloads when the device was plugged in prior to this issue arising? I asked the staff when I telephoned them to check with the accounts department to confirm my purchase to which they informed me that was not possible, I also supplied two other email addresses to cross reference the purchase. Trawling through my own account records I found the Speed Camera purchase with the date, paper receipt and email notification from TomTom complete with the purchase reference number. I spoke with Technical Support again and presented this evidence to them, which I am pleased to say they accepted after they checked it against their records, something miraculously they were unable to do before! I explained this to them previously which they repeated and repeated they could not find a record of the purchase. It is particularly annoying to think that I as a customer have to prove to them that I purchased their service when clearly they did not want to believe me or their records could not substantiate as they could not be found! After recently making a purchase of a new 825 Live device I decided to return it. The new device did not perform as well as my current older generation model. At present it's functionality is limited in certain areas and more advanced in others. To actually process my refund has been a very tedious slow laborious process with the refund not yet appearing on my credit card statement some 4 weeks later. When the device was collected by UPS I was sent an email with the telephone number of the courier company so I could check on the return process, for some reason only know to TomTom the number they gave me was a USA based number and NOT a UK Number. This is whole scenario is a classic example of the poor unprofessional customer service I have been offered, save for one or two reps that I have spoken with. Guess what? I just purchased a TomTom 820 Live from Costco for the price of £174.00 which was supplied with a Free TomTom leather case (worth £19.99). There was a £30.00 rebate at the till making it £144.00 and a further £30.00 mail in rebate from TomTom. What a steal at final price of £114.00 So pleased the initial 20.00% offered by TomTom was withdrawn! which was offered to me. I have spoken with someone recently who has purchased a Garmin Sat Nav, I wonder what prompted their decision not to by a TomTom? I wonder why? Zero Stars 0.
Virgin Atlantic Airways: I have recently been afforded excellent service (December 2011/January 2012) when I booked a return flight to New York. After some concerns and an initial complaint I am pleased to report that my issues were addressed quickly in a polite, professional friendly manner by senior staff at Virgin Atlantic. I have received the level of service one has come to expect from this company, a great example of how they lead in affording excellent customer service whilst other companies fail to act when dealing with customer complaints. Virgin Atlantic Airways is simply the best way to travel, so make sure you book your next flight with them. Thank you Virgin Atlantic. Five Stars *****