I lost 2 hours of my life this afternoon talking to 3 different people at Sheila’s Wheels. I’m letting my daughter borrow my car for a few months and needed to change the address and the main driver. After giving the first person all my details, I decided to consider with OH as the quote was more than I expected So I called again to say we’d go ahead with it only non of the details had been stored. The second person I spoke to, said after every question I answered, no problem. went a bit like this
Hello policy number? 123456789 Security checks 1 2 3 Explanation of what I wanted to change No problem Name? Lancashire Lass No problem Address of where the car will be kept @#£&£##@ No problem Where will it be kept over night In a private car park No problem
Etc, etc, etc, etc, I was losing the will to live. Eventually we got to the bit where I had to pay for the change. She input my card and then said there was a malfunction on the system and I’d have to speak to someone else. 🙈🙈🙈 I was put through to a very nice young man who had no idea why I’d been put through and I had to go through all the questions again!!!! I’d like to say it was no problem but actually it was a problem. By now my index finger had gone white with Reynard’s again from holding the phone. Not sure which was worse, the time I wasted or listening to, NO PROBLEM!
hehe I know these checks have to be made, but its so blooming frustrating when you have to repeat yourself. Surely when you've gone through it once they can log that on the system for any transfers that occur during that call to be aware?. Crazy
So frustrating LL, and at the end of it all you are not left with any confidence that your requests will be implemented properly anyway.
I recently requested an extra sim card on my mobile account, it was supposed to be delivered within 48 hrs by courier ...nothing arrived. I left it a few days and decided to call Customer Services, ...after 48 mins I gave up on the call. I tried Cust Svs several times at different times of the day over the next few days and spent hours trying to get through.
In the meantime I could see on my account I had been charged for the SIM, I had apparently 'signed' for delivery and £ 8.98 extra had also been charged as whoever had rec'd the card had already exceeded the data allowance.
I spent most of that day sitting on the line to the complaints dept, eventually I actually got a person to speak to mid afternoon. Turns out their system had a big blip the day my SIM card was sent out, the computer missed inserting house numbers on residential addresses, and so the driver must have just put the SIM through a letter box and presumably did a signature......the cust svs guy said the company became aware of this computer blip pretty quickly, but unless people inform them they have not rec'd their product, they are unable to identify the addresses which were affected.
Everything was rectified immediately whilst I was on the phone, and £30 has been credited direct to my bank account for a 'shortfall in service', the SIM has been cancelled. Presumably the courier has been placed on a 'It is very naughty to forge/get a false signature and put an item through any letter box' course
LL, don't forget the number of buttons that you have to press to actually speak to a real person. I spent nearly 39 minutes yesterday trying to get through to Sainsbury. I hope that Sheilas wheels got it sorted in the end. CJ, have you managed to get your Sim sorted?
I have managed to get the SIM sorted Trisha, when I finally got through to the complaints dept the guy was really good and cancelled it whilst I was on the phone. Then he put me through to the sales team to enable me to order another...which has arrived safely. He also processed the full refund of all the costs and £ 30 for the 'fail in customer service' as he put it.
Oh dear, not good reading, How truly frustrating on a grand scale.
My mum, who's hearing is terrible (but refuses to get a hearing aid) was on the phone to a department in the hospital, she shouts down the phone, as she can't hear the volume of her own voice, all her details and a big story, then gets transfered, same again all the details and a big story, gets transfered again.. she is always hanging on the phone for so long whenever she rings any customer service department, so difficult just to talk to someone straight off.
There is a lot to be said for being part of a group, and the support and friendship that is gained from this.
That’s awful Cj but so pleased you got it sorted even though it was wasting your time to have to do it. The car insurance was sorted as I’ve had emails and checked through. Does your Mum lip read Bellatrix? My OH does and he finds it very hard now with everyone wearing face masks. He’s like your Mum, refuses to even contemplate a hearing aid.