- CRC – bosses email anyone?
The chances of any corporate CEO handling customer complaints personally is somewhere between “slim” and “none
completely unrelated to this topic, I had problems with my broadband, and after 3 months of being messed around by BT I emailed, politely, the CEO of BT and CEO of Openreach on a Sunday. Within an hour I’d had responses from both, copying in their “senior service people” or somesuch, and it was sorted within days. So it can work. Cool story, huh!
On the other hand, if I’d emailed them within 5 minutes of placing the order and before it was supposed to be installed..probably not so much.Posted 4 months agowwaswasSubscriber
I emailed, politely, the CEO of BT and CEO of Openreach
A friend did the same. He ended up speaking to a real person (yes, I know!) who said they both have a specialist team within customer care who deal with direct emails to them on the basis that customers who bother to send them emails are already pissed off and not got where they want through the usual channels. So, yes, with BT/Openreach it’s likely to work if it’s a genuine long reunning problem.Posted 4 months agomikewsmithMember
I emailed, politely, the CEO of BT and CEO of Openreach on a Sunday. Within an hour I’d had responses from both, copying in their “senior service people” or somesuch, and it was sorted within days. So it can work. Cool story, huh!
Yep you got their admin/CS team on another linePosted 4 months agokiloSubscriber
The chances of any corporate CEO handling customer complaints personally is somewhere between “slim” and “none”
We’ve come close enough. We had a below par stay at quite a nice, newly refurbished hotel for a family do with six of us staying there (Bovey Castle) so Mrs Kilo emailed them to comment on this and received a rather poor dismissive reply. She somehow found a personal email address for the then owner Peter de Savaray so escalated the matter somewhat by emailing him to complain about the original stay and the crappy reply. As a result his p.a then rang her, from the Caribbean on a Sunday evening, to apologise and offer us a free weekend back at the hotel.Posted 4 months agowelshfarmerSubscriber
I ordered something off CRC last week on standard delivery.Posted 4 months ago
Next day I get a mobile call from our Hermes driver at 8 am checking he knew where I was (rural location). I was going to be his first drop he said.
9.30 I got an Email from Hermes saying courier would be with me between 9 & 11. Courier eventually turned up at 11.30.
1.15 pm I get a 2nd email from Hermes saying there is a delay and my courier would be with me between 11 & 1 pm (I already have my parcel!)
4.15 pm I get an Email from CRC saying “your item has been dispatched” and giving me a tracking number!!jonnyboiMember
Nah, one of these
In large? Now out of stock…. hope they posted you the last onePosted 4 months ago
Don’t forget the law of sod…
If you order something you don’t need for a few weeks then it will generally be at your doorstep before you leave for work the next morning and there will be no issue with the contents of the box.
If you are in a hurry and select express delivery, something funny happens. I suspect Yodel and CRC can sense your urgency and have a “special” delivery option for this. It will take 23 hours 59 mins of the allotted 24 hours to pick your item from the warehouse, it then gets handed to Yodel for their 48 hour delivery.
Yodel will aim to deliver it somewhere in your neighbourhood (up to you to find where because according to the card, it was left in the porch you don’t have) in 47 hours and 59 minutes, that takes care of the 48 hours to deliver deadline.
But because this is urgent, Yodel bypass the normal rule of abandoning the parcel if your neighbours wheelie bin on bin day and wait for you to get in the shower or have a dump before silently sneaking up the driveway and putting a “sorry you were out card” through the letterbox before running down the drive, diving through the door of the idling van and setting off at 90mph. Obviously with the phone off so they cant be contacted.
He will take the long route back to the depot so you cant collect before closing time that evening. When you try and collect first thing the next morning, nobody will be able to find the parcel despite it being a massive F-off bike box, after 40 minutes of standing around waiting for Jackie to read the label on all the letters and amazon parcels, they will tell you that it was loaded back on the van and will be with you today. You rush home to play the waiting game again (while needing a dump or shower but not falling for that one again).
The good news is you manage to catch the driver this time by sitting at the end of the drive flagging down every van going near your road. Bad news is the frame is the wrong colour but its OK, Yodel will collect this one in 48 hours and CRC will send you another
CRC can be properly infuriating these days, but I think Amazon prime has spoiled me. They are quite useless at getting things out on time as well, stuff eventually comes but I’ve found the free delivery (if I end up making multiple orders) usually arrives before the fast track paid ones hahaha!
In general though, I think the quality of delivery services has dropped massively these days. My Commencal frame turned up totally opened, the delivery company or customs had opened the box by snipping each of the large staples and rifled through the contents! They had then failed to reseal it! Luckily nothing was damaged.
It’s an ass, when you spend a couple of grand you expect a decent service like you would get at a shop – or at least people who didn’t grow up in the age of next day delivery. But delivery companies and online retailers often employ the lowest common denominators and cut as many corners as they can to make a profit – especially when they are trying to compete with Amazon. I know everyone loves to hate Amazon, but I’d switch to them for bike parts tomorrow if they stocked a decent range of stuff. Your part is faulty? You get sent a replacement, without even talking to anyone on the phone, just a simple click online and then you have 30 days to return the old one. Hugely helpful over the phone as well, located a missing parcel for me and had the depot get it to me by the end of the day!
Hopefully that level of service can become normal, with sensible working hours and decent pay – I’d quite happily pay a premium on delivery for it.Posted 4 months agowishiwascalledsteveMember
Did anyone ever get the CEOs email? Im fuming and need to let them know this is not on.
I ordered a set of SRAM X1 cranks on Sunday evening, didn’t pay for fast delivery or anything and the cheeky buggers only went and shipped it yesterday.
Not only that, but my postie had the gaul to deliver it to my door this morning.
And, you’re not going to believe the stunt they’ve pulled, they’ve sent the carbon cranks instead of the alloy ones advertised…. Fuming I tell ya!Posted 4 months ago
And, you’re not going to believe the stunt they’ve pulled, they’ve sent the carbon cranks instead of the alloy ones advertised…. Fuming I tell ya!
Don’t go admitting the amount of free shit CRC accidentally give away, their managers will cotton on and ruin it for all of us.Posted 4 months ago
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