My IA this week is customer service (sorry, this post ended up being a lot longer than expected):
1) I bought an exercise bike in March last year, which I quickly realised wasn't very good, but unfortunately I didn't think of returning it until it was too late. I only used it about 5 times between March and September, but when I got on it in September, one of the pedals fell off, bringing some of the thread with it, which meant I couldn't screw it back on.
The store website said it may be possible to get a refund if it was purchased within the last 12 months, so since I didn't like the bike anyway, I tried for that. But they told me that it could only be refunded if an engineer had come out and deemed it couldn't be repaired. However, I was only a couple of days away from flying to Germany for the weekend and only a week away from moving to Gibraltar, so I didn't have time to get it fixed and ended up having to leave it broken.
Fast-forward to 2 weeks ago, and I still had a few days left of the 12-month warranty, so I tried again, figuring if I couldn't get a refund, I might as well get it repaired. After about 45 minutes or going back and forth with having to call various numbers, it was determined that they couldn't fix it because they didn't have the part, so I could get an exchange. But when they tried to do, they said it was out of stock... so they could give me a refund... which is what I wanted in the first place back in September and they told me I couldn't have!
Okay, great - so, they came to collect it on March 4th and I got an email to say the refund was being processed... but I still don't have the money back yet
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. I called again yesterday and they're supposed to be sorting it out, but I have no idea when I'll get the money.
2) I ordered some shoes from Amazon about 10 days ago and they were out for delivery last Saturday by 8pm, estimated by 1pm on the Royal Mail website. 1pm came and went and no shoes. I waited at home all day, until I had to go to work at 7pm... still no sign of them. Turned out they weren't delivered until Monday... and after all that waiting, I was out when they came and had to get them from the neighbour
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3) Two weeks ago, I ordered a new chest of drawers and bedside table from B&Q for home delivery within 7 days. I was supposed to get a call within 48 hours to arrange a delivery date. 48 hours came and went, and no call. So I called them and they said the manufacturer would have them on Tuesday (13th) and would call to arrange delivery. Tuesday came and went with no call, but they did eventually send a text on Wednesday to say it would be delivered on Friday (16th).
It was finally delivered on Friday afternoon but when I unwrapped the furniture, I found the handles attached to the insides of the drawer for transportation... okay, fine, fair enough. I unscrewed them on the chest of drawers and put them on the right way around... all good. Got to the bedside table and the screws were so tight that I ended up stripping them on the first attempt of trying to get them out. I managed to put 2 of the 3 handles on the right way, but the screws wouldn't go in properly, and were just getting more and more damaged from trying. The third drawer, I couldn't even unscrew the handle to get it off the inside of the drawer - and I ruined the screw in the process.
I went into B&Q about 2 hours after the delivery to ask what to do and they said they could give me replacement screws and if I brought the drawer into store, they could get the other handle off for me. So, yesterday after my night shift, I took the drawer into the store. After about 20 minutes of trying, they couldn't get the handle off the inside of the drawer either... it turned out that the manufacturer had put the protective plastic packaging on the handle first before screwing it in and some of it had got caught in the thread, so it wasn't going come off without damaging the drawer. Plus, the replacement screws they had in store were too long, and the threads of the other handles were damaged as well, so even with new screws, they still wouldn't screw in properly.
In the end, they decided to order a replacement unit to be delivered to me (which will take another few days). At the time though, the order was still 'open' in the system which meant they couldn't arrange a replacement until it was closed. They're supposed to call me to arrange it, but I haven't heard anything yet
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. I'm gonna try calling when they open today.
4) The other week, I booked cheap advance train tickets to London from Lincoln for late April, only to discover the next day that my April roster had been issued and I actually have 6 days off in a row that week instead of the 2 days I asked for as leave... which means it would be easier/cheaper for me to drive down to my parents' house for a few days and then get the bus to and from London from there (only £6 each way), especially as I may have to go to London twice that week and the train fares are much more expensive.
I knew I couldn't get a refund on the train tickets, but I'd read I could change the date on them (for a fee of £10 per ticket plus the difference in price)... and I know I'll need to go to Heathrow via London in July. However, the Trainline website won't let me change them online at the moment, so I called them and got the most incompetent guy ever. He didn't understand what I was asking (which was whether there were any cheap tickets on the dates I need) and kept explaining the process of changing the date over and over (which I already knew before I called). Then he kept offering me cheap tickets at times I couldn't do (i.e. before my plane landed at Heathrow, or the next day when I'd be at work) and then when I told him (3 times) that I was going to have to keep the April tickets for now and figure out what to do, he still tried to charge me £10 per ticket for a change I wasn't even making! After all that, I still don't know what to do about the train tickets in April
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It's just so frustrating to have to constantly deal with incompetent companies
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