cassandra_7 (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
cassandra_7) wrote2011-05-07 12:32 pm
cassandra_7) wrote2011-05-07 12:32 pm
Entry tags:
Tesco Customer Service Win
Tesco gets a gold star!
As many of you know, I lost/had my phone stolen recently and was in the market to buy a new one. Consultation with geek friends lead me to the Orange San Francisco (aka ZTE Blade).
Tesco had it priced at £99 including a £10 topup. When I saw I could use double points vouchers -- BARGAINOUS!
But it was out of stock, so I signed up for the stock notification and waited. A few days later, I got the email, check to see it was in stock and ordered my double-point vouchers. But by the time I got to the website it was out of stock again.
I signed up for email notification and about a week later, again missed the (apparently minute(s) long) window of in-stocked-ness.
Now, once the double vouchers are purchased, T&C says they can't be converted back to points. And they can only be spend in the specific category purchased. But I thought I'd been reasonable in my 'Check[ing] availability of products [before exchanging points for vouchers] to avoid disappointment.' and thought it was reasonable under the circumstances to ask for my points back.
I emailed them about two weeks ago (only 7 working days, to be fair) and their auto email said they usually reply within 3. So today I phoned.
The first call centre said 'nothing to do with us' which I was getting frustrated with until she said, 'would you like me to put you through to them [i.e.the people who can help]' -- Yes, please I said.
On getting through to the second call centre, in about 30 seconds the girl had arranged for me to get my points back. No fuss, no fighting, just one reasonable 'was there nothing else in that voucher category you wanted?'
BRILLIANT!
Well done Tesco for recognising the value of not pissing off loyal Tesco customers!
(Which I'm afraid many companies still need to learn!)
As many of you know, I lost/had my phone stolen recently and was in the market to buy a new one. Consultation with geek friends lead me to the Orange San Francisco (aka ZTE Blade).
Tesco had it priced at £99 including a £10 topup. When I saw I could use double points vouchers -- BARGAINOUS!
But it was out of stock, so I signed up for the stock notification and waited. A few days later, I got the email, check to see it was in stock and ordered my double-point vouchers. But by the time I got to the website it was out of stock again.
I signed up for email notification and about a week later, again missed the (apparently minute(s) long) window of in-stocked-ness.
Now, once the double vouchers are purchased, T&C says they can't be converted back to points. And they can only be spend in the specific category purchased. But I thought I'd been reasonable in my 'Check[ing] availability of products [before exchanging points for vouchers] to avoid disappointment.' and thought it was reasonable under the circumstances to ask for my points back.
I emailed them about two weeks ago (only 7 working days, to be fair) and their auto email said they usually reply within 3. So today I phoned.
The first call centre said 'nothing to do with us' which I was getting frustrated with until she said, 'would you like me to put you through to them [i.e.the people who can help]' -- Yes, please I said.
On getting through to the second call centre, in about 30 seconds the girl had arranged for me to get my points back. No fuss, no fighting, just one reasonable 'was there nothing else in that voucher category you wanted?'
BRILLIANT!
Well done Tesco for recognising the value of not pissing off loyal Tesco customers!
(Which I'm afraid many companies still need to learn!)