This report is a follow-up from a previous complaint that was made to us about phones4u in tewksbury. The post in question can be located here
After the publication of the above linked report, a senior customer care representitive from Phones4u contacted Mr. Hall via the email address he requested be shown in the piece.
A short but efficient email conversation between Mr. Hall and the Phones4u representitive ensued, and the full facts were explaind to all parties.
After an internal investigation into the matter, Phones4u re-contacted Mr. Hall with news that:
We have concluded the investigation into the incident you kindly reported regarding the Tewksbury store.
We have identified a procedural issue in that we have recently implemented a new process that is designed to provide customers with clear and consistent information regarding our mobile phone insurance propositions, in line with new guidelines from the FSA that are due to come into effect in September 2009. It appears that the communication of said process has been not to the standard we would normally expect and as such the interpretation of the execution of the process has, in this case, been taken to the extreme whereby the sales consultant concerned has acted in an over zealous nature believing that all customers have to sign the documentation, which is clearly not the case.
Therefore, we have not only re-educated the sales consultant related to your issue, but have completed a entire retail estate re-brief (all 453 stores) of the requirements of this new process and the correct execution of it. I shall also be monitoring this situation very closely.
Once again, I thank you for taking the time to inform us of this unfortunate incident and apologise for any inconvenience or distress this may have caused you. I hope that you will accept that Phones4U have acted responsibly in dealing with this issue and that you have the confidence that our subsequent actions will prevent any further repetition.
Mr. Hall stated to us that he feels the matter has been taken seriously by Phones4u, and they have seemingly acted in a very responsive manner to his complaint.
The kingpin team would also like to take the opportunity to thanks the phones4u representitive for their swift and fair actions regarding this matter, it is a credit to the company that they take such complaints seriously, and after a chat with Mr. Hall via instant messenger, it is obvious to us that their apology is appreciated by him.
As Phones4u now have Mr. Halls email address, kingpin-seo feel it would be nice if any special offers phones4u run in the near future are sure to make it to Mr Hall’s inbox!
Once again, it is a pleasant surprise to see a company actually respond to a consumer complaint, especially in such a swift manner.