Comments on: Carphone Warehouse listens

By: diggers

diggers — Fri, 04 Jul 2008 16:46:39 +0000

I think some salesmen have shoddy practices (think you are a thicko wrt technology and are nothing more than snake oil salesmen) and the customer service is abysmal.
I was sold a 3 mobile broadband contract as I was in a Turbo Now/HSDPA area. It turns out that I’m not, only 3G – as I get a 3G signal they supposedly have met the contract – RUBBISH.
They will do nothing, 3 will only do something if CW address it which they don’t and the only avenue open to me is to stop paying the DD as the misrepresented contract is void.
I’ll see them in court if it gets that far as I signed up to HSDPA and not 3G download speeds.
ANNOYED OF AVON

By: katie moffat

katie moffat — Thu, 05 Jun 2008 09:38:20 +0000

and hence why plebble.com is such a great idea.

By: katie moffat

katie moffat — Wed, 04 Jun 2008 11:36:17 +0000

As you say, it is a good example of either a clued up employee or an illustration of CW’s wider monitoring policy BUT why do companies like this give such rubbish customer service in the first place – I mean, BT, British Gas, Abbey National, the list is flippin endless.
I just don’t understand how they can get it so wrong when other companies (step up First Direct) prove that good service is possbile to all customers, not just the few that are vocal/have blogs. (mind you I obivously don’t know for sure that FD are good to all customers but I kinda hope they are because then my faith in humanity will remain intact).

By: Stephen

Stephen — Mon, 26 May 2008 16:41:42 +0000

@Ben

Should have tried to get their attention on Twitter:

http://twitter.com/3mobilebuzz

By: Ben Ayers

Ben Ayers — Mon, 26 May 2008 16:33:29 +0000

This is really interesting. I had a bad experience with 3 recently when trying to buy a dongle. It was a nightmare dealing with 3’s customer services department and I was frequently given poor information. In my fury I vented my spleen on Twitter. Alas, there was no follow up call for me…just days more frustration. But I would strongly urge companies like 3 to monitor channels like Twitter if they want to calm the flames. Twitter at the moment is inhabited by early adopters and at the risk of getting all ‘Tipping Point’ on yo ass, what they say *can* have an impact on sales. (Not to say I think my rant would have been hugely influential but you get my drift). At ITV we are increasingly listening to what people are saying about the network and, even more important, our shows. Google alerts are a great way to do this and on Twitter (when it’s working) I’m a huge fan of Summize.

By: Stephen

Stephen — Mon, 26 May 2008 09:36:40 +0000

Hi Robert,

I hope they have dealt with Mr Whittle. I too have been victim of a dodgy salesman providing me with false information just to make a sale. I know they’re under pressure to sell but that’s certainly no excuse.

And, yep, you’re right … not many companies are actively monitoring and acting on customer complaints. Probably less so in the UK compared to the US, sadly.

By: Robert French

Robert French — Mon, 26 May 2008 06:14:06 +0000

Good post and good news, Stephen.

So, Carphone Warehouse not only gives us Paul Potts, but also knows how to resolve bad acts by their employees. Wonder if they found that employee and dealt with Gareth Whittle?

I agree with Ian that “Sarah at Carphone Warehouse – and people like her – are using technology to rehumanise their organisations.” They are the wise people. Sadly, I believe they represent less than what … 10% of companies today? Those that don’t track online conversations about their brand are – screwed. Of course, they (at least some of them) are also likely to be the ones screwing over their customers, too.