Mary
Posts: 1 | Comments: 6
Latest Post:
Warm Wine!
2:16pm 13th Oct 2009
I purchased a wine cooler costing £300 from Wickes. When I plugged it in it did not col down, so after 2 days I notified Wickes. They gave me a telephone number of the firm who imported the wine cooler, namely AVI products Ltd.
After I explained the problem I was asked to package the item and return it to them at my expense. I flatly refused to do this and after about six weeks AVI sent me packaging materials and they arranged for a Wickes' representative to come and pack it up, for collection.
I informed AVI that as the product was faulty I would expect them to replace it with another one and told them that I was not prepared to accept the faulty one back after they had repaired it.
The unit was eventually packed up by Wickes and was returned. Then AVI contacted Wickes and told them that as the unit had been damaged in transit they would not replace it with another one. There had been no damage to the unit when it left my home. I still refused to accept the faulty item, which is just as well because after Wickes decided they would order me a new model and take the faulty one and sell it in the sale. They discovered after trying it out that it was still not cooling down! They are still arguing about it.
In the meantime, I was promised delivery of my new model - it never arrived. The day before I expected delivery I got a phone call to tell me that Wickes had not received the expected delivery from AVI but it would be delivered the following week. It never arrived, and after more phone calls I was told that I would now get the unit on 17th June. I spent over £5500 with Wickes on my new kitchen and they have been as helpful as they could given the circumstances.
AVI however need a great deal of teaching in how to handle customer complaints. I could send you emails of our correspondence, but suffice to say if it were my company heads would have rolled a log time ago. I am surprised that the company is still in business.
Did I mention that I ordered the kitchen in October 2008, delivery was made at the end of November and it was fitted in January 2009. This problem with the wine cooler has been going on since January. You can see that patience is one of my strongest qualities.
When I was in business, I taught my staff that answering the telephone effectively was one of the most important things that they could do to establish a good impression on all callers. My staff were also trained to greet visitors with a smile make them welcome, know that the customer is always right because alienating a customer would only prove detrimental to the good of the company.
Customers are the life blood of any company and without them the company would not exist & they would not have a job. I have always found that when making a complaint a smile works wonders. Also to find a word of praise for the company even though you are complaining will help oil the wheels. Sadly this approach did not work with AVI.
