When the renewal quote for our car insurance came through
last week we were surprised that the premium had increased by over 30%. By
visiting price comparison website we were able to get a far better deal –
indeed the price our existing insurers quoted was almost twice what we ended up
paying for exactly the same cover.
It was the same story when we reached the end of the initial
12 month period during which we received an enhanced interest rate on our
savings. The rate would then have plummeted but the bank/building society did
the absolute minimum that they could get away with to let us know about the change.
I am not sure that I would want to support any firm, now or in the future, that
treats customers in such an off-hand manner!
It also seems to me that ignoring customer concerns or complaints
has become the default position for far too many organisations. Again and again
in the finance sections of the weekend papers I read horror stories of major
companies claiming to have “no record whatsoever” of receiving any complaints
from a dis-satisfied customer. It is my theory that the junior staff who open
the post just file incoming complaints in the shredder so as to avoid the need
to do anything about resolving the problem. When it comes to raising issues
involving company malpractice or even illegality “say nothing – do nothing” seems
to be the standard practice.
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