June 25, 2013

PC Worlds Worst Customer Service?

Marc Hogan was bet £1 that he couldn’t become a stand up comic in less than 12 months and perform a one man comedy show at the Edinburgh Comedy Festival for 21 nights. He won the bet!

“Every day we must find new ways to surprise, delight and improve the lives of our customers. … we will have to strive hard to keep up our momentum and will flourish only if we continue to offer ever higher levels of service…”

Sebastian James – Group Chief Executive of Dixons Retail, owner of PC World and Currys

Mr James, you still have some work to do….

As you know I often speak about customer service, but over the last 2 weeks, I’ve probably had the worst customer service experience I’ve ever encountered.

Tuesday June 11th
Order laptop from PC World. Expected delivery June 17th on receipt.

Sunday June 16th
Receive text from DPD (PC Worlds Delivery Service) – laptop to be delivered on June 17th.

Monday June 17th
I wait in all day, laptop never arrives.

Monday June 17th
I phone DPD, they can’t tell me where my laptop is, and they can’t contact the driver.

I decide to check with the neighbours, DPD might have delivered it to one of them, it’s not there. I check my garage, no not there either. I check in the back garden, no. I even check my bin, nope nothing. This is the world worst version of ‘Wheres Wally’.

Monday June 17th
I phone PC World’s Customer Service Department, they still don’t know where laptop is. Check with DPD again, they’ve gone home!

Tuesday June 18th
Check with DPD online, they claim to have no package with my tracking number. I call PC World again they said they would look into it. I also send an email to PC Worlds Customer Service department KNOWHOW. I hear nothing back, they should be called NORESPONSE.

Wednesday June 19th
I call PC World again. A helpful girl places a ‘lost in transit request’ and leaves me a message on Thursday 20 to confirm this. By now I want to place a ‘lost my mind request’.

Friday June 21st
I call again and explain under the Distance Selling Regulations they have broken the terms of the contract and that ‘time is of the essence’. Therefore I would like to cancel my order and have a refund or to be able to pick up the laptop, which is in stock at my local PC world.

Sean from PC world says that delivery date is only estimated and due to the ‘lost in transit investigation’ which is covered under their Terms & Conditions they will not issue a refund, or let me pick up laptop from local store!

I ask him to show me this in their Ts & Cs, which he is unable to do.  I wonder if he can set up  a ‘Lost my Ts & Cs investigation‘?

To be fair if they don’t know where my laptop is, why would they know where their terms and conditions are?

Having looked online I’ve been unable to find in their Ts&Cs anything about failure to deliver.

http://www.currys.co.uk/gbuk/delivery-1021-theme.html
http://www.pcworld.co.uk/gbuk/terms-and-conditions-861-theme.html#terms

However if you look at their Cancellations policy…

Cancellations
If you’ve changed your mind about the item you’ve purchased and want to cancel your order before your delivery – no problem.

Just call our contact centre on 0844 561 1234 and we’ll discuss the cancellation with you and whether you’d prefer to have an alternative product sent to you, or a refund.

Sean still refuses to issues a refund due to the ‘lost in transit investigation‘. I ask to be speak to someone more senior. Sean promises me a manger will call me back in 20 minutes.

No one calls me back. – I wonder if I can request  a ‘lost my manager investigation’?

Tuesday 25th
After no response for 4 days, I call again; once again I ask for a refund, or to allow me to pick up laptop in store.

Marcus Hollely from customer Services refuses because of the ‘lost in transit investigation’.

I ask to speak to a manager. He promises that some one will call me back. So far KNOWHOW have NOCALLED, I decide to write a blog…


Click here
to watch Marc’s showreel. If you would like to find out more about Marc, visit www.marchoganlive.com or to book him for a speaking event please contact your favourite speaker bureau.

 

Follow Marc_Hogan on Twitter

  • Filed under: Blog Posts — marchogan @ 12:08 pm
June 20, 2013

Decisions, Decisions

Marc Hogan was bet £1 that he couldn’t become a stand up comic in less than 12 months and perform a one man comedy show at the Edinburgh Comedy Festival for 21 nights. He won the bet!

A wrong decision is better than indecision.”

Tony Soprano played by James Gandolfini, 1961 – 2013 RIP*

Sometimes you make the right decision, sometimes you make the decision right.”

Dr Phil

I’ve made 3 brilliant decisions in my life:

1) Propose to Kirsty (she’s brilliant and she spell checks all my blogs)

2) Accept the bet, go to Edinburgh and do a one man show

3) Adopt Henry a 3 month Dalmatian from Battersea Dogs Home (he’s mental, but they say dogs take after their owners…)

All of these decisions have turned out to be pretty good ones (so far) but before I get a little too smug nearly all these decisions were ‘whether or not’ decisions.  By which I mean a single choice of whether or not to do something.

We do this all the time, take decisions by asking, for example, whether or not you should buy an iPad; whether or not you should quit your job; whether or not you should continue to read this blog or watch this cat video on you tube http://www.youtube.com/watch?v=0Bmhjf0rKe8.

In his book ‘Why Decisions Fail’ Professor Paul Knutt analysed 163 business decisions by interviewing CEOs then cross checking their reports with other senior managers who had watched the decision process. Finally he evaluated whether the decision taken was successful.

Nutt found that over the long term, Whether or Not decisions failed 52% of the time compared with a 32% failure rate for decisions that had two or more alternatives.

Nutt believes that when you pursue a single option you spend most of your time asking, “How can I make this work?” or “How can I get my colleagues behind me?”

I see this all the time (as did Tony Soprano and Dr Phil…).

So what would happen if you asked yourself or your team whether there was a better way, or what else could we do?

Chip and Dan Heath authors of ‘Switch’, ‘Made to stick’ and ‘Decisive – How to make better choices in life and work’ have some good advice to help you make the right decisions more of the time.

I especially like their ‘vanishing options test’. It’s simple. When you think that you (or your team) are not considering the full range of options, try asking this question:

“That option you were considering? It just disappeared. Now what are you going to do?”

Asking that one question, and considering the responses, may turn a mediocre decision into a great one. However, whether or not you take the advice is up to you! Oh and if you haven’t watched that cat video do it now, it’s rather cute…

*James Gandolfini was a  great actor who played Tony Soprano one of the most interesting, funny and conflicted characters ever on TV. My thoughts go out to his friends and family.

Click here to watch Marc’s showreel. If you would like to find out more about Marc, visit www.marchoganlive.com or to book him for a speaking event please contact your favourite speaker bureau.

 

Follow Marc_Hogan on Twitter

June 5, 2013

Feedback and Tweets

Marc Hogan was bet £1 that he couldn’t become a stand up comic in less than 12 months and perform a one man comedy show at the Edinburgh Comedy Festival for 21 nights. He won the bet!

Some new feedback:

Marc was a perfect speaker for our Selling Cruise Conference. As a fantastic communicator Marc was able to engage and inform all delegates using humour to really drive home the key messages that were well researched and highly relevant. One of our most successful speakers we would definitely use Marc again.”

Andy Harmer Director, CLIA UK & Ireland

Tweets from the Audience

Marc Hogan….comedian who gets the point across. Excellent #cruise2013
Raj Mistry ‏@rmistry23 23 May

Funny man Marc Hogan takes to the stage #cruise2013″ absolutely hilarious
Ann-Marie Brooks ‏@AMSBrooks 23 May

Marc Hogan doing a brilliant and amusing presentation on ‘selling at #cruise2013.
Jo Rzymowska ‏@JoRzyCruise 23 May

Marc Hogan, very funny presentation #cruise2013
Lee Hayhurst@leehayhurst:

The very entertaining @Marc_Hogan Learn while you laugh! Presenting #Cruise2013
Steve Dunlop ‏@DunlopPhoto 23 May

Brilliant session from @Marc_Hogan laugh while you learn #cruise2013
Shane Riley ‏@ShaneRileyPCL 23 May


Click here
to watch Marc’s showreel. If you would like to find out more about Marc, visit www.marchoganlive.com or to book him for a speaking event please contact your favourite speaker bureau.

 

Follow Marc_Hogan on Twitter

June 2, 2013

Not So Great Gatsby

Marc Hogan was bet £1 that he couldn’t become a stand up comic in less than 12 months and perform a one man comedy show at the Edinburgh Comedy Festival for 21 nights. He won the bet!

Last week Kirsty and I went to see The Great Gatsby. Afterwards whilst discussing the film Kirsty claimed that original novels are always better than their film adaptions. She’s wrong of course; she’s clearly never seen The Muppet’s Christmas Carol…

Let’s face it, having Kermit play Bob Cratchit, and Fozzie Bear play Mr Fezziwig is no less innocuous than having Jay-Z and Beyonce playing at a 1920’s party.

In The Great Gatsby (spoiler alert) characters pursue visions of the future that are determined by their pasts.

Whilst in A Christmas Carol Scrooge learns that our pasts though important do not have to define our future.

As Gatsby says “Can’t repeat the past…?  Why of course you can!” – the question is do you want to?


Click here
to watch Marc’s showreel. If you would like to find out more about Marc, visit www.marchoganlive.com or to book him for a speaking event please contact your favourite speaker bureau.

 

Follow Marc_Hogan on Twitter

  • Filed under: Blog Posts — marchogan @ 10:49 am