Well... to cut a long story short, I decided to order a Moben kitchen, after 3 years of agonising over what company to go with. It was booked in to be fitted Monday (14th) and as discussed with Moben I had the kitchen gutted, replastered, rewired etc last week.
So it gets to Monday morning, 9.15, I start to wonder where they are so call customer services. After 10 minutes on hold I get through to someone who says that it has been re-scheduled for Wednesday and I should have been told. I assured her I hadn't been told and asked her to re-assure me that it would still be done by friday, she said she would call the fitter and call me straight back.
By 4pm on Monday I am still waiting, I call back and speak to someone else who says that they cant get hold of fitter but puts me on hold and "apparently" has a very dis-jointed call with the fitter as he has bad signal but they felt they could get it done in 3 days. Not ideal but I thought the problem had been resolved.
I returned home yesterday to discover an answer phone message from another person at Moben saying that the fitting had been re-scheduled to Monday, hope that is ok????????
As it was too late to call last night I called this morning, spoke to a lovely lady who understood the problem and would get the manager to call me urgently, that was an hour ago!!!
I understand that things go wrong but really it is up to the customer service staff to bend over backwards for the customer to make their experience as painless as possible. Needless to say I will be asking for compensation etc from Moben due to these hiccups, Microwave meals are getting a bit tiresome. But my main point of concern is the lack of care, I do hope not all large companies aren't going this way!!!
No comments:
Post a Comment