Remember Calmer Cat? She bought The Complaining Calf a birthday present. A walking roaring dinosaur. Except it didn’t roar. One very disappointed 6 year old. This dinosaur wasn’t just any old dinosaur this was a Marks and Spencer’s dinosaur. I looked on line to see if I could get another one, nope. None in Bluewater and none in Lakeside, our two nearest places.
So, I knew I’d get my money back. Obviously. But The Complaining Calf did want a replacement. So, I tweeted Marks and Spencer. I said I had a very disappointed 6 year old. They spent two days searching the country for a replacement. Now, why they couldn’t just type in the stock number and have all the M & S shops come up on the system in a few minutes I don’t know, but they did keep coming back telling me that they were still looking. But then, their online feedback/complaint process is utterly appalling too. (Not the people, the system).
They didn’t have one anywhere in the country! But while they were looking they said they would send a present to The Complaining Calf to say “Sorry”. They sent him this:
It had to be put together. The Bull helped with that. he said the instructions were rubbish. Make of that what you will……
Look at those scary teeth. I could cope with the instructions for that bit….
Anyway, I thought that was pretty good service and really going the extra mile. One cynical person said that perhaps my reputation went before me and got in their first….! Possibly, 🙂 but even though I am highly cynical, I haven’t (yet) written a post complaining about them, my ego isn’t big enough to think that Marks and Spencer staff read my blog! Who knows??? But I did think it was pretty good and so did The Complaining Calf. The only things about this though, is that that child is going to have a very distorted view of customer service as he grows up…….
This is the Calmer Cat in a presentation:
Alternative Dispute Resolution - approval and oversight in the loosest sense of the words...
So. Kelloggs. My friend’s daughter was not impressed with her Special K and wrote to customer services. Now, as you will know by now if you are not new to this blog, I tend not to use humour when complaining, taking the other route of just asserting the Law and myself. That’s not to say humour doesn’t work, but it’s not my first choice ‘cos I’d only be sarcastic which doesn’t get the best results and my way is guaranteed to speed results up! (Apologies for the pic., hope you can still read it – wouldn’t scan well). I think it’s a great letter Millie wrote:
You’d think that would bring a smile to someone’s face wouldn’t you? Poor student. Nope. She got back a really boring response. She told Millie that the equipment is electronically controlled and every effort is made to ensure there is a constant weight of fruit in every packet. She was sorry that the packet was lacking in fruit (she didn’t apologise for the lack of chocolate!) The Quality Assurance manager has addressed this with her staff and steps were being taken to stop it from happening again.
Dull huh? Could have made a Harry Potter reference in her reply! She provided a £5 voucher. Now, this was Millie’s first complaint and I didn’t want her to be put off by this poor response. So I reverted to type and wrote an email for her. I clarified the Misrepresentation Act 1967 (You could also use the The Consumer Protection from Unfair Trading Regulations 2008) for the CEO and I pointed out that a £5 voucher didn’t cover two boxes of cereal and probably made some reference to humourless staff! An apology and £15 voucher later I hope that Millie continues to complain when things aren’t right.
How about you? Would you bother to complain? Would you prefer humour or not?