We suffer, in the UK, from some of the worst customer service in the western world.
I leave aside the running sore of the Southern rail shitstorm to tell you the tale of two companies.
Firstly, there’s Virgin Media – a largely well run organisation which has been providing me with telephones and internet very efficiently for many years. So much so that I recently decided to get an upgrade of our mobile phones. At this point I should have reminded myself that part of the judgement on a company should be based on the contractors they employ.
Why the hell does Virgin use Yodel?
The process of upgrading was relatively painless and we were assured that the phones would be delivered the following day. Waited in ALL day, watching the tracking links on Yodel’s website. Got to 9.17pm and the status suddenly changed from “Out for delivery” to “Sorry we missed you. We left a card”.
Now, I don’t mind so much that they didn’t deliver yesterday, although it is disappointing and somewhat of an insult when you don’t get what’s been promised. No, what really pisses me off is that Yodel lied about what had happened.
They first claimed that the driver tried to deliver, but we were out so they left a card. This is not true. I was at home waiting for them at the time. No-one called and no card was left, which means that I can’t even arrange to go and collect it!
I challenged Yodel on this through their online chat facility only to be told that the driver had reported that he had not been able to find my house – in 2016, with a satnav built into every mobile phone?. If I lived at the end of a dirt track on Exmoor they should still be able to find me. But I live on a well-known, well-lit road, so I don’t accept that pathetic excuse for an excuse for one moment.
Utter codswallop! And it confirmed that Yodel were telling porkies – if they couldn’t find the place how could they leave a card! Clearly the driver had got to the end of his shift and had four deliveries that weren’t done.
Now, if Yodel had admitted all this, apologised and arranged for us to be the first deliveries today I would not have a problem with them. As it is, they lied and we are again today at the end of another long queue of deliveries with no guarantee that they won’t do the same damned thing again.