Customer Service - claiming vouchers
Posted: 18 Aug 2006, 10:37and the story went like this.....
I decided to use some of my airmiles to get some wine vouchers, I call flying club and explain to them that i would like 2 £50 wine vouchers, so I can order a case at separate times.
No problems says the guy on the phone, may take a couple of weeks to get to you. "No problem", I say. Waited 2 weeks, then a letter arrived from Flying Club, with my Virgin Wine vouchers?? Err, NO!
Instead they have sent me a £100 Virgin Holiday voucher. Great, so spent the next 20 minutes on the phone waiting to talk to someone to correct the problem, when I actually managed to talk to a human being, he was not that helpful in the first place, and basically accused me of asking for the wrong voucher and said that "The computer says you asked for a Holiday voucher"........ I eventually got through to him and he gave me the address to send the voucher back and said that he would issue me with the correct wine vouchers.
So, another 3 weeks have passed, and still no vouchers, and the holiday voucher has not been credited on my statement. So, on the phone again. This time I got through to the Indian call centre, and spoke to a very nice lady who was extremely helpful. She phoned the Crawley office, who basically said that I had not sent the voucher back to them and that I would not be credited my 20,000 airmiles. I asked her to check again and make sure. Yes, the answer was that the voucher had never got to their office and no matter what I said that I would not get my airmiles back. Now I pull my trump card out. "I have proof of delivery", I give her my tracking number and then the website address, which has a scanned copy of the person signing for the voucher. Presto! I have got my 20,000 miles back.
My question, has anyone else had similar problems? I found the whole thing very bad and basically being called a liar is not good customer service. [V]
Mark.
P.S. sorry for the rant, but I needed to get it off my chest. [:I]
Topic moved by mod to Flying Club forum........ Nick
I decided to use some of my airmiles to get some wine vouchers, I call flying club and explain to them that i would like 2 £50 wine vouchers, so I can order a case at separate times.
No problems says the guy on the phone, may take a couple of weeks to get to you. "No problem", I say. Waited 2 weeks, then a letter arrived from Flying Club, with my Virgin Wine vouchers?? Err, NO!
Instead they have sent me a £100 Virgin Holiday voucher. Great, so spent the next 20 minutes on the phone waiting to talk to someone to correct the problem, when I actually managed to talk to a human being, he was not that helpful in the first place, and basically accused me of asking for the wrong voucher and said that "The computer says you asked for a Holiday voucher"........ I eventually got through to him and he gave me the address to send the voucher back and said that he would issue me with the correct wine vouchers.
So, another 3 weeks have passed, and still no vouchers, and the holiday voucher has not been credited on my statement. So, on the phone again. This time I got through to the Indian call centre, and spoke to a very nice lady who was extremely helpful. She phoned the Crawley office, who basically said that I had not sent the voucher back to them and that I would not be credited my 20,000 airmiles. I asked her to check again and make sure. Yes, the answer was that the voucher had never got to their office and no matter what I said that I would not get my airmiles back. Now I pull my trump card out. "I have proof of delivery", I give her my tracking number and then the website address, which has a scanned copy of the person signing for the voucher. Presto! I have got my 20,000 miles back.
My question, has anyone else had similar problems? I found the whole thing very bad and basically being called a liar is not good customer service. [V]
Mark.
P.S. sorry for the rant, but I needed to get it off my chest. [:I]
Topic moved by mod to Flying Club forum........ Nick