Cue OHM (On Hold Music. . .)
This last week I have been frustrated by at least three companies/organisations when I needed to speak to customer services or even send a simple email to them.
We all know this feeling…
First Problem. I ordered a corkboard and pins, to be delivered from Leroy Merlin it looks like a reasonable shop, you can see for yourselves if you click on the link. Actually, I don’t think there’s too much wrong with them, it’s the delivery company GEODIS who are at fault. First the pins arrived, no problem there but look at the size of the box in which the 15 pins were packed!
The delivery company sent an email asking me to fix a time for delivery, which I did. I of course assumed that the corkboard would arrive at the same time but no sign of it. Oh, and they also sent a text message — it’s important to remember that.
I waited a WHOLE week before chasing the corkboard. Leroy Merlin were very nice and they said that the company had tried to deliver but there was a problem because they couldn’t accept my phone number. I politely told them that one parcel had already arrived and that the company had emailed and sent me a text on a number they were now saying they couldn’t use. Leroy gave me a phone number to call. Remember this is all in French. A little difficult to understand but the answerphone asked me to go via their website. Which I tried, but I had no tracking number — hopeless. I went back to Leroy who apologised and said they would contact the courier again. More useless emails backwards and forwards then one that said my parcel would be delivered on the 20th November between the hours of 8 and 18.00. Hoorah! We made sure that someone was here every single second of the day. But…nothing. Having emailed again, I am now waiting to see what Leroy Merlin come back with this time. The delivery company only send no-reply emails.
Next problem was I ordered a lead from Apple (France) for my computer. The picture on the front of the box did not match the lead which it contained, (same on the website) so I stupidly ordered the wrong one. I can’t fault apple for this, and the help/chat person gave me lots of information about the correct adapter needed. “Can I return the other lead?” I typed. No problem, call the number **** 046 or go to the website. Phonecalls are difficult in French so I opted for the website which guided me through many pages and eventually confirmed the purchase, and “click here” if you want to return the item. I did that very thing, was guided through pages again, only to end up back at the confirmation page. You are supposed to be able to download a returns label, but no…nothing! Then I saw, if you want to return it call this number ****046. I tried, honestly I did, many times and combinations of prefix, but all I received were three pips, meaning the number was unobtainable. I’m still struggling with what to do with the unwanted lead, although it does say I have until January 2021 to return any item.
It’s all very confusing
Number 3. I have changed a subscription to The Week so that we only recieve a digital one. But we couldn’t access the digital version because I could find no way of logging on or even getting a login code. I emailed but they were tardy in their response so I phoned. Here’s where the “for digital, press 1, for subscriptions press 2 for renewels press 3, to speak to customer services please press 4,” and so it went on. I waited while the music played and then re-dialed. This time I pressed 5 for, “if you are thinking of leaving us” guess what? Yep, straight through to a person. Problem sorted in just a few moments. Incidentally when I did receive a reply to my email, it just told me to login with subscriber number…right. The problem was we didn’t have a number, at least all the numbers/codes we did have were not the correct ones,which was why I emailed in the first place…grrr…
Last Contact problem was the bank…oh my, oh my the bank. First of all the, “We are receiving…bla bla bla” . There is constant music streaming into your ear, which is appalling, and there are constant adverts for this that and the other facility, that you can sign up for at the bank. Then the usual press key number whatever, then when you DO get through, they want you to answer a million security questions. I must remember next time I have to call the bank (which I hope won’t be for a very long time) to have all the numbers, passwords etc., quickly to hand. You have to key them in, and I don’t know about you, but I panic when I have to do that, and my fingers become like over ripe bananas.
On the good side this week is that the weather is amazing, the correct lead from apple did arrive (even though I still have the old one) and on the whole I am a very lucky woman to be spending lockdown in the South of France.
One thought on “Note Number 87…”We are receiving a high volume of calls at the moment…””
The awful ‘customer services vortex’ once you’re in – you’re dead! It ought to be called the Charybdis Service Dept – just so you know ! AAAAAGH !!