Charles

Yesterday I complained about the fact that despite holding on for 1.5 hours I couldn’t speak to anyone and so I went in Vodafone Winchester where the staff was totally indifferent. A reply was later posted apologising for their poor service and provided a phone number, not on their website or anywhere else that would take me straight to the right desk. Unfortunately, the post wasn’t put up before I spent a further 2.25 hours holding on before eventually getting through when the problem was resolved in about 5 minutes.
A credit to my account for being denied access to the internet would be welcome but I won’t hold my breath.
In responding to this my second post on the issue, it seems that Vodaphone have a standard reply from which they don’t deviate.

My broadband failed and after waiting for 1.5 hours to speak to someone without success I went into the shop in Winchester and spoke to Archie who told me I had to phone!
Hopeless.

A previous owner of my house failed to pay an airport drop off charge. I have repeatedly provided evidence that he has not lived at the address for nearly five years as well as a letter from DVLA to say that I do not own the car in question. Despite this I continue to receive letters addressed to him. Their most recent letter invites one to telephone to discuss and yet they do not answer the telephone, even after holding for 30 minutes.

Pleased with the response I received and the service given.

I would recommend them.

I messaged Octopus on a Sunday morning to point out that its letter to the previous owner of my house was no longer residing there and so couldn't produce a meter reading and within a couple of hours I received a full reply. It's not often that one gets such good customer service.

I tried to order a picnic hamper two weeks before the event I am attending, only to be told they couldn’t do it.

In Nov 20 I wrote a review about BM just after they had moved me in which I stated that their customer care wasn’t that good. A couple of days ago, after nearly four and a half years, they responded. Is this a record?

Installation in March 2021 was good but when a window handle and lock failed this summer it was necessary to pay £90 for someone to come and look at it. Despite the cause being faulty fittings as supplied by Brackenwood that had to be changed, it is unreasonable to require customers to pay for a call out in such circumstances. The guarantee is close to being worthless.

Included in my forthcoming Silverseas cruise booking is a complementary collection from Heathrow Airport to my home, subject to a maximum of 80 km. My home is 79.1 km from Heathrow and I have used this service via Silverseas twice in 2022 without problem. I have now been told I must pay a surcharge because the distance is more than 80km and in querying this I have been told that 'the computer says' it is 88km and the driver must follow that route despite it not being the shortest. But for the ride being included in my cruise booking I would not recommend this company.

Poor Customer Care.
The move itself went well with Chris & Glynn working very hard for three days (although in beach of the company policy they did not war face masks) but BM’s customer service is atrocious. I enquired at the time of booking if the boxes would be collected once unpacked and was told that they would, provided they were available promptly. When the team was about to depart on the day I asked about box collection and was told to phone up when ready, which I did a week later. I was told that my request was noted and as soon as a van was in my area I would be contacted but after ten days I had heard nothing and so I phoned again. I was then told that there had been a change of ‘policy’ and I would have to dispose of them myself. I asked why no one had bothered to contact me and was told it would take too much time to contact customers post-move.
It seems this company cares little for its customers once they drive away.