This will never land on the desk of John Browett – a social media challenge?

14 07 2011

I’m unable to post a letter from the Dixons Group today as the entire interaction has been by telephone during which there was a challenge set down by one of the Executive Complaints team that I am sure some of the people I know would like to take up and prove wrong.

As I had heard nothing from my last e-mail I firstly contacted the representative from Knowhow delivery in Glasgow (who is very close to getting named on here). He told me that he had spoken to the company that had fitted my flooring and that they had decided it would be uneconomic to repair the floor and therefore he had agreed with his directors of an offer of £100 for me to accept instead of having the floor repaired – my response was immediate and conclusive – “this isn’t even in the ball park of what I was expecting and they needed to go away and think again”. He agreed he would go back to the Directors and the likelihood is it would be passed to insurers.

I had already been in contact with the flooring company to know what the replacement cost would be for my damaged floor and asked them if they could confirm if the Knowhow rep had been in touch and he confirmed that they had not. Not only is their delivery service poor but it would now seem that they are bare-faced liars when dealing with complaints!

I then decided to contact the Customer Services Team at Sheffield as they hadn’t acknowledged or responded to my earlier e-mail and the additional information I had now received escalated the complaint even more. (Here’s a tip I’m sure most people use but when calling to an IVR take the option for sales and I want to buy now – it’s amazing how quick they pick up the phone and then you can insist on getting put through to the customer services.) I was eventually put through to Michael in the Executive Complaints Team where I remonstrated that  had not received a response to second e-mail and indeed I was still waiting for the entire complaint to be answered and wanted to know what was happening.

He explained that there was a 14 day period for Franchisees to respond to complaints, which was the first he had mentioned of this although he tried to suggest that in our previous conversations that he had made this clear. I told him that the way the complaint is being handled where I am being forced to deal with two parts of the organisation was unsatisfactory and that I had used far too much time flitting between the two parts when my contract was with Currys and it should be them that do the running – this simple suggestion didn’t register with the Executive Complaint team as being right for the customer, but based on current form of Currys dire service it isn’t really surprising is it?

Whilst trying to get through Michael’s poor attitude I raised the three financial points that were raised in my original complaint. The first relating to the damage to the floor – Michael agreed to go away and speak to Knowhow franchisee and confirm when I would receive something from them – I’ll touch on this later. The second was relating to the fees I had paid for the service that I didn’t receive and that I had been assured on two occasions would be refunded – Michael form within the Executive Complaints team told me that whilst he could tell the accounts team to make a refund he had no control over them and therefore couldn’t agree a time when they would contact me to get my account details! I’m sorry but the art of complaint handling is to understand what has gone wrong and take personal responsibility to fix it – not act as a postbox and then absolve any responsibility! The third element related to compensation for me being inconvenienced on the delivery day and now the subsequent poor complaint handling that I had experienced – the previous call Michael had stated the maximum amount that would be paid is £250, however on the basis that I hadn’t any financial loss the maximum would be £50. I told him that this wasn’t enough on the basis of the hours I have spent in writing letters, waiting in for the Knowhow rep to arrive etc to which I was told (and Michael now deny’s this) that we (Dixons Group) do not give any value to your time! At this point I told Michael that he had better get some of these actions moving and that I could see things weren’t going to get resolved to my satisfaction so I asked who do I need to speak to in order to get this on the desk of John Browett. Michael retorted “this will never get on the desk of John Browett” hence the title of this blog and one I would like to put out a challenge to everyone in Social Media at the end of this post.

Ten minutes later, I had a call back from Michael who had spoken to the Knowhow rep and I was told that the contact with the flooring company hadn’t been by telephone but by e-mail and he could provide the e-mails (I have since spoken to the flooring company who have again confirmed this is not the case) – I shall be requesting copies of said e-mails in my next correspondence. The offer that was made by the rep was £100 offer of compensation and the floor repair passed to the insurance company which was clearly not the case when previously offered – I confirmed this twice with Michael that in respect of this part of the complaint the offer was now £100 compensation and a repair funded by the insurance company and he has confirmed this is the case. He then stated that he would then go to the accounts team and get the refund sorted.

10 minutes later I received a call from the most helpful gentleman so far, Matthew in the accounts team who efficiently took all the details required to make a refund for the fees, provided me with a reference for my refund, gave me his name and direct dial number and set a clear expectation of when the refund would be in my account – success! See it is possible to give good customer service in the Dixons Group – I think Matthew should run their training scheme!

Michael came back to me after the call and confirmed that the refund had now been processed and I would see it in my account shortly, I asked when the Knowhow team would contact me and I was told that I will get a call later tonight or tomorrow after them meeting with his Directors. I asked Michael for his direct dial number as my confidence level of receiving such a call was low on current form and I finally got a number for Dixons Complaints Team which for anyone else wanting to make a complaint is 0114 280 6051.

So it’s now a waiting game to see what happens with the Knowhow person and then the consolidated response including the compensation offer. Next update looks like Monday.

In the meantime I would love the Social Media gurus I know to see if we can get this whole complaint issue onto the desk of John Browett. The man who stated on only 5 days ago in an interview with the Daily Telegraph that the group is

“more humble after the recession”

and

“You have got to have the right price and you have to have the right products, but it is really about service and we have improved every single year for the last three years the quality of the service.”

If this is improved service from three years ago how bad was it previously!! – I really think it would be great to let John Browett to have a real life example of where his company isn’t doing what he thinks it is – and I am sure Social Media pressure is the way to do it.

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