Customer Service 101

[scallybert]

If you make a mistake; don't expect the customer to run around to sort it out for you.

[scallybert]

If you mess up, and send the customer a lot of stuff they didn't order, and weren't charged for; don't suggest they "meet you half way" in returning the items. [B]Do [/B]value their honesty & integrity in telling you about it.

[scallybert]

'Grief' isn't part of the service. I don't need it, pay for it, or want it.

[Bob H]

Have you got my XT60 parallel board and 130x parts scally? :banghead:

[scallybert]

[QUOTE=Bob H;1017996]Have you got my XT60 parallel board and 130x parts scally? :banghead:[/QUOTE]You think I'd admit to it (now)..? ;)

[Vikki]

Expand on your tale my good man :D

[Bob H]

Not to worry. They FINALLY turned up this lunchtime so it isn't my stuff you got sent

[scallybert]

[QUOTE=Vikki;1018002]Expand on your tale my good man :D[/QUOTE]
I don't think it's fair to name, or give enough to identify the supplier. [And I haven't actually said it was heli-related.]

What I will say is that if I had less scruples, I'd have been £300 'up' (in unordered parts) on a £200 purchase that had already had issues. On informing them of what had happened (completely their error) you get embroiled in awkward discussions on how exactly they're going to get the unordered parts back. It seemed something of a surprise that I wasn't keen on packaging the stuff up, going to the Post Office, etc, etc. ie the supplier's mistake shouldn't cost the customer time/effort/money.

If it does [cost the customer...], no-one can be surprised that there's a disincentive to report errors that are in the customer's favour.

It's a simple concept. Order on the web-site; correct goods arrive in the appropriate time-frame; if there's a problem, supplier sorts it out. At least, that's the service I'm looking for.

[Bob H]

I completely agree with that sentiment.

[Mark_T]

If it ever happens again and the sender is acting unreasonably then just tell them they have 14 days to collect the goods at their expense or you will consider them to be yours as a free gift :)

[URL="http://www.adviceguide.org.uk/wales/consumer_w/consumer_common_problems_with_products_e/consumer_problems_with_delivery_e/consumer_unsolicited_goods_e/received_unsolicited_goods_or_service.htm"]Citizens Advice - Letter to say you received goods or services you didn't ask for[/URL]

Personally I'm always willing to tell someone if they have made a mistake like this, but I do expect them to go the extra mile to sort it out, not drop the problem on me.

[scallybert]

I think what got me most was that I felt like I was being portrayed as unreasonable, because I wasn't prepared to do much work to return the goods. Plus the grief of having to sort it out at all.

As it worked out, I arranged to leave them with Security; where they've apparently been picked up by a man on a moped - whose moped fell over spilling petrol everywhere...

Following the link above: [url=http://www.adviceguide.org.uk/wales/consumer_w/consumer_common_problems_with_products_e/consumer_problems_with_delivery_e/consumer_unsolicited_goods_e/youve_received_goods_or_services_you_didnt_ask_for_distance_sales.htm]Citizens Advice - You[/url]


"The Consumer Protection (Distance Selling) Regulations say you have a right to keep goods delivered to you that you didn’t ask for. If you receive goods you have not ordered, you can treat the goods as an unconditional gift and you can do what you want with them. "

"You have no obligation to return the goods to the trader or allow the trader to collect the goods. However, it would be reasonable for you to contact the trader to explain what has happened and give them a chance to collect the goods from you"

I guess they're lucky I'm so [I]completely lovely[/I]...