5 working days or: the johnlewis experience
hurra! off to cornwall on friday. for a stiff atlantic breeze and sandy beaches. we're staying in an inn, so will have guinness for breakfast, bitter for lunch and an ale for dinner. can't wait.
but before the reward comes hard work. we ordered a computer desk at *never knowingly undersold* john lewis. 3 weeks ago. so i could give a home to my laptop that is sending out these postings to you. delivery within 5 working days.
emailed customer service after 7 days to find that the courier had given the goods to someone called a. kang as they could not find our address. lots of sorries and pledges to investigate the incident. i know, call centres have a tough job, mistakes can happen.
then: nothing. i called again after another 3 days, to be told that they were still investigating. i asked for a new delivery date instead of an investigation. still friendly, it's a busy time of year for deliveries. they promised we'd have it within 5 working days. that was last wednesday.
well, you may have guessed it: no computer desk as yet. but lots of patronising attitude. hours in the loop, tortured by katie melua lalala. and sorries. and explanations where i need a solution. someone to say: i'm on the case, i'll make sure that this desk gets delivered. because that's my job.
i demanded to *speak to the manager*. This speaking to the manager is never more than a limp attempt to reassert one's authority and to vent some anger. which i did, and plenty! the *manager*, joe, was equally *empathetic* to my frustration as his army of call centre agents before. he promised to have the desk delivered... within 5 working days. but only after he corrected the address in the computer (why does 80a sound like 88?) and i got his details, and we agreed (i.e. i instructed him) to call me when the delivery is on its way.
fingers crossed!
but first, on friday, we're off to cornwall!
but before the reward comes hard work. we ordered a computer desk at *never knowingly undersold* john lewis. 3 weeks ago. so i could give a home to my laptop that is sending out these postings to you. delivery within 5 working days.
emailed customer service after 7 days to find that the courier had given the goods to someone called a. kang as they could not find our address. lots of sorries and pledges to investigate the incident. i know, call centres have a tough job, mistakes can happen.
then: nothing. i called again after another 3 days, to be told that they were still investigating. i asked for a new delivery date instead of an investigation. still friendly, it's a busy time of year for deliveries. they promised we'd have it within 5 working days. that was last wednesday.
well, you may have guessed it: no computer desk as yet. but lots of patronising attitude. hours in the loop, tortured by katie melua lalala. and sorries. and explanations where i need a solution. someone to say: i'm on the case, i'll make sure that this desk gets delivered. because that's my job.
i demanded to *speak to the manager*. This speaking to the manager is never more than a limp attempt to reassert one's authority and to vent some anger. which i did, and plenty! the *manager*, joe, was equally *empathetic* to my frustration as his army of call centre agents before. he promised to have the desk delivered... within 5 working days. but only after he corrected the address in the computer (why does 80a sound like 88?) and i got his details, and we agreed (i.e. i instructed him) to call me when the delivery is on its way.
fingers crossed!
but first, on friday, we're off to cornwall!
posted by SCHNUCKELCHEN at 6:18 pm
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