The e-mail to Sam Laidlaw at British Gas seems to have had an impact.
Darren (who loves his job and works in Customer Services) now phones me regularly to make sure I'm happy.
I'm not happy because they still haven't fixed the boiler and fitted the thermostat, but the thinking is that if I can vent my anger at Darren it means Mr Laidlaw doesn't get anymore annoying e-mails.
The idiot that couldn't install a new thermostat yesterday, and who had the wrong parts to fix the boiler, will return tomorrow morning. I've told Darren that I don't hold out too much hope.
A senior engineer will also turn up at some point tomorrow to fit the thermostat.
It is a measure of my lack of faith that I requested a weekend appointment so there may still be an opportunity to rectify any screw ups on Monday or Tuesday.
2 comments:
By the way, did you mean "acceleration" or "escalation"?
Probably escalation, but I do normally give companies a bit more of a chance before e-mailing the CEO. I did accelerate my escalation so think that can work too. ;)
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