Now this is what I call service
 

I found a problem with the Radio Times web site this morning and sent
them an email via the Contact link on the site. A pop-up ad was
covering part of the programme details. Here's the time line.

10:39 sent the email
10:50 got a reply asking for details of my system
10:57 I sent the reply, telling them the problem was only in Firefox
11:14 got a reply saying the issue had been escalated
11:18 I said thank you
11:39 got a reply saying it had been fixed - it had.

So exactly one hour covered the whole transaction. Anyone beat that
for service?

d

Now this is what I call service
 

"Don Pearce" wrote in message
...
I found a problem with the Radio Times web site this morning and sent
them an email via the Contact link on the site. A pop-up ad was
covering part of the programme details. Here's the time line.

10:39 sent the email
10:50 got a reply asking for details of my system
10:57 I sent the reply, telling them the problem was only in Firefox
11:14 got a reply saying the issue had been escalated
11:18 I said thank you
11:39 got a reply saying it had been fixed - it had.

So exactly one hour covered the whole transaction. Anyone beat that
for service?

d

Don. This is wildly OT!
Gird your loins with sack-cloth and ashes immediately:-))

Good to hear that someone in the UK values customer
relations. Did you get a year's free subscription to RT
in appreciation of your interest? :-)

My personal experiences in ordering goods and services
from British firms are rather disappointing. They should
be cashing in on increased order book due to the weakness
of sterling, but they don't seem to care much.

Frequently, the order is incomplete, or items are sent
which do not appear on either the order or the invoice.
I refuse to pay the return postage for things I did not order:-)


Some time ago, I was involved in the purchase of
equipment for an audio post suite being set up by what
was then Scandinavia's largest digital production house.

There were two main sources for equipment, Germany and
the UK. It was interesting to note the difference in the way
that companies from those two countries do business.

The UK contacts are on first-name terms after 30secs.
The Gemans much more reserved, polite but formal.

The British promise you delivery in ten weeks. After twelve,
part of the consignment shows up, but the sales engineer in
the UK is unavailable, and there is no-one who knows
anything about the rest of your order. It is completed in
the fifteenth week - five weeks late.

You and your clients are disappointed.

The Germans promise you delivery in twelve weeks.
After only ten weeks, you get a call from the local transport
agent saying that they can now deliver, if you are ready to accept
the equipment.

You and your client are delighted.

Having said that, just a few weeks aho, I was looking at
a music score and noticed what I thought was a wrong note,
one semitone below what it should have been. A complete
section of the orchestra had the same error spread over a
five-part chord, which worked as an entity in itself, but not
with the rest of the orchestra.. I telephoned the retailer/publisher
in the UK from whom the score and parts had been bought.
I got through to a young lady, who took my contact details,
and said she would find the score take a look, and phone me back.
Sure enough., she did, after only ten minutes or so.
I pointed out the error, and she promised to pass my message on.
I imagined her screwing the piece of paper into a ball and tossing
it onto the wast paper basket as I put the phone down.
I thought no more about it.

Then, more than a month later; Postman Pat delivered a large
envelope from the publishers in Belgium, with a letter thanking me
for my comments. It was indeed an error which would be corrected
in the next edition. They asked me to accept another score and
parts of a different work by the same composer (value about UKP70)
to compensaste for any inconvenience, and as a token of their
appreciation!!

A customer for life? You betcha!


I have never bought anything direct from the USA, always
through a European agent. Once when I tried to order some
literature by telephone, I spelled out the comnpany name and
address, ending in Stockholm, Sweden S-W-E-D-E-N.
There was a long pause at the other end, and the bored voice
asked "what state?" Rather taken aback I told her it was a
country in Europe. She said (rather unconvincingly) "Oh, OK then".

The literature never reached me. Some unsuspecting soul
in Wisconsin may or may not have received an unexpected
packet in the post.


Iain

Now this is what I call service
 

On Wed, 2 Dec 2009 23:04:52 +0200, "Iain Churches"
wrote:

So exactly one hour covered the whole transaction. Anyone beat that
for service?

d

Don. This is wildly OT!
Gird your loins with sack-cloth and ashes immediately:-))

No, not OT at all. It was the radio page and I was trying to see what
I wanted to listen to, a vital part of the audio experience.

d

Now this is what I call service
 

Don Pearce wrote:
I found a problem with the Radio Times web site this morning and sent
them an email via the Contact link on the site. A pop-up ad was
covering part of the programme details. Here's the time line.

10:39 sent the email
10:50 got a reply asking for details of my system
10:57 I sent the reply, telling them the problem was only in Firefox
11:14 got a reply saying the issue had been escalated
11:18 I said thank you
11:39 got a reply saying it had been fixed - it had.

So exactly one hour covered the whole transaction. Anyone beat that
for service?

**Pretty impressive. I believe I can beat it.

Over the last dozen years or so, I've had around 10 ISPs. Whenever I've had
a problem, it has taken anything from an hour to a couple of days to solve
the problem. Usually, I end up speaking to someone in Mumbai. It can be very
frustrating. Early this year, I located a new, small ISP. I've had a couple
of problems. When I 'phone them, I am able to speak to a human being, rather
than a machine. That human clearly has English as their first language (they
speak with an Australian accent) and the problem has always been solved in
less than 15 minutes.


--
Trevor Wilson
www.rageaudio.com.au

Now this is what I call service
 

On Thu, 3 Dec 2009 09:15:10 +1100, "Trevor Wilson"
wrote:

Don Pearce wrote:
I found a problem with the Radio Times web site this morning and sent
them an email via the Contact link on the site. A pop-up ad was
covering part of the programme details. Here's the time line.

10:39 sent the email
10:50 got a reply asking for details of my system
10:57 I sent the reply, telling them the problem was only in Firefox
11:14 got a reply saying the issue had been escalated
11:18 I said thank you
11:39 got a reply saying it had been fixed - it had.

So exactly one hour covered the whole transaction. Anyone beat that
for service?

**Pretty impressive. I believe I can beat it.

Over the last dozen years or so, I've had around 10 ISPs. Whenever I've had
a problem, it has taken anything from an hour to a couple of days to solve
the problem. Usually, I end up speaking to someone in Mumbai. It can be very
frustrating. Early this year, I located a new, small ISP. I've had a couple
of problems. When I 'phone them, I am able to speak to a human being, rather
than a machine. That human clearly has English as their first language (they
speak with an Australian accent) and the problem has always been solved in
less than 15 minutes.

Did the problem-solving involve them actually doing something, or was
it just a clarification thing?

d

Now this is what I call service
 

Don Pearce wrote:
On Thu, 3 Dec 2009 09:15:10 +1100, "Trevor Wilson"
wrote:

Don Pearce wrote:
I found a problem with the Radio Times web site this morning and
sent them an email via the Contact link on the site. A pop-up ad was
covering part of the programme details. Here's the time line.

10:39 sent the email
10:50 got a reply asking for details of my system
10:57 I sent the reply, telling them the problem was only in
Firefox 11:14 got a reply saying the issue had been escalated
11:18 I said thank you
11:39 got a reply saying it had been fixed - it had.

So exactly one hour covered the whole transaction. Anyone beat that
for service?

**Pretty impressive. I believe I can beat it.

Over the last dozen years or so, I've had around 10 ISPs. Whenever
I've had a problem, it has taken anything from an hour to a couple
of days to solve the problem. Usually, I end up speaking to someone
in Mumbai. It can be very frustrating. Early this year, I located a
new, small ISP. I've had a couple of problems. When I 'phone them, I
am able to speak to a human being, rather than a machine. That human
clearly has English as their first language (they speak with an
Australian accent) and the problem has always been solved in less
than 15 minutes.

Did the problem-solving involve them actually doing something, or was
it just a clarification thing?

**All instances have involved a problem/fault at the ISP end.


--
Trevor Wilson
www.rageaudio.com.au

Now this is what I call service
 

"Iain Churches" wrote

Don. This is wildly OT!
Gird your loins with sack-cloth and ashes immediately:-))


Iain, that would be reet funny if it weren't so tragic! What we have in this
group atm is a pair of serious whiners throwing a megastrop because they
can't have it all their own way in here!

Which, in turn, would also be reet funny if it wasn't so symptomatic of the
increasing Nazism and daily erosion of civil liberties we seem to be
experiencing everywhere in the 'West' these days - I know you have the same
thing in Finland, having just read an account of the extraordinarily
diligent policing of the HD (Harley Davidson this time :-) European
Federation '09 Super Rally' which recently took place in Seinäjoki....

Thus:

**Zere vill be no posts hier if zey do not meet viz our approval!!**

and, for the bikers:

**Iff you heff been trinkink even leetle bit, ve vill lock you oop!!**

@:-))

(Still with the fluffy syrup you will notice!!)

Now this is what I call service
 

In article , Trevor Wilson
wrote:


Early this year, I located a new, small ISP. I've had a couple of
problems. When I 'phone them, I am able to speak to a human being,
rather than a machine. That human clearly has English as their first
language (they speak with an Australian accent) and the problem has
always been solved in less than 15 minutes.

Similar for my current ISP (except for the accent). As above, they are a
small company so you can phone and get one of the two people who run it,
and they promptly sort out any problems. Most recently, they changed DSL
when I contacted them about the problems with listening to the iPlayer that
I also recounted in a recent column.

Slainte,

Jim

--
Please use the address on the audiomisc page if you wish to email me.
Electronics http://www.st-and.ac.uk/~www_pa/Scot...o/electron.htm
Armstrong Audio http://www.audiomisc.co.uk/Armstrong/armstrong.html
Audio Misc http://www.audiomisc.co.uk/index.html

Now this is what I call service
 

Well, one of course wonders why nobody tested it with Firefox in the first
place..

Brian

--
Brian Gaff -
Note:- In order to reduce spam, any email without 'Brian Gaff'
in the display name may be lost.
Blind user, so no pictures please!
"Don Pearce" wrote in message
...
I found a problem with the Radio Times web site this morning and sent
them an email via the Contact link on the site. A pop-up ad was
covering part of the programme details. Here's the time line.

10:39 sent the email
10:50 got a reply asking for details of my system
10:57 I sent the reply, telling them the problem was only in Firefox
11:14 got a reply saying the issue had been escalated
11:18 I said thank you
11:39 got a reply saying it had been fixed - it had.

So exactly one hour covered the whole transaction. Anyone beat that
for service?

d

Now this is what I call service
 

On Thu, 03 Dec 2009 09:17:54 GMT, "Brian Gaff"
wrote:

Well, one of course wonders why nobody tested it with Firefox in the first
place..

Brian

Well, the latest release of Firefox was supposed to be an "industry
standard compatible" one. I suppose there are always fuzzy bits round
the edges that show the differences though. Maybe to do with the need
for speed in loading a page.

d