Last call...

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......for someone from YBW to tell me if I am going to get any sort of recompense for the crap service and shoddy damaged goods I received from Compass 24. If customer service is such a low priority I'll not be renewing my subscription to PBO and won't be buying YM any more either.

Regards,

Peter
http://www.mistressofmourne.com
 
J

Joe_Cole

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Come off it Peter. They won't answer the phone so you can't seriously expect them to answer this request.

Seriously though.......I know what you mean. They win my award for the worst customer service I've had recently. I hope you get your compensation.

Joe Cole
 
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Brief precis.

>>3 complaints in as many days. After a flurry of activity from the YBW chaps it's all gone very quiet. Maybe customer service isn't as important as the mighty dollar. Compass themselves certainly don't give a toss, I had a nine day wait for a guarenteed 2 day delivery table that had been kicked to death in transit. Compass response, "sad news". I have 80 quids worth of table that had to be repaired before it could be used. Pathetic.<<



Regards,

Peter
http://www.mistressofmourne.com
 
kimhollamby

kimhollamby

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www.kimhollamby.com
Peter,

I'm working out of the office and so don't have the advantage of any info to hand but I am firmly under the impression that:

a) Matthew Harvey from our team has been in touch with you. Are you inferring that he hasn't been answering his phone and email? I very much doubt this;

b) I also believe that David Lewin from Compass has been in touch with you;

c) there was a 14 day return option on the table that you did not exercise?

d) the table was signed for by your marina when the package was damaged - that was the root of the problem?

I'm forwarding your post to Matthew to ensure he sees it and I'm sure he will be in touch again. I will be in the office on Monday morning and will ensure that a response is made as appropriate.

kim_hollamby@ipcmedia.com
 
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mharvey

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Peter

I have spoken with David Lewin, MD of Compass Watersports. He has refreshed my memory. He sent you a mail on 22nd May after my note to you and Kim posting on the forum. To the best of our knowledge there has been no reply to this. Once again, we have a fully supported 14 day returns policy, thus in the very unlikely event that goods are damaged they are replaced and automatically delivered to you by UPS.

Both David and I have contacted you and are perfectly happy to talk with you on the phone or email. I am unsure as to what more we can do, customer service is a high priority to us, we are currently sourcing a new fast delivery partner, and will deal with customer complaints as fast and efficiently as possible.

Once again my phone number is 0207 261 6485 I will be back in the office on Monday.

We are here, we do listen and have reacted.

Matthew Harvey
ybw.com
 
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<<I have spoken with David Lewin, MD of Compass Watersports. He has refreshed my memory. He sent you a mail on 22nd May after my note to you and Kim posting on the forum. To the best of our knowledge there has been no reply to this.>>

I replied to his e-mail immediately, it was ignored. I even posted my reply here, again it was ignored.


<<Once again, we have a fully supported 14 day returns policy, thus in the very unlikely event that goods are damaged they are replaced and automatically delivered to you by UPS.>>

Sorry, once again? At which point was I told about this? Not to mention the fact that I waited 9 days for a "delivery on demand" item, had I returned it (at my expense no doubt) would I have actually have received a replacement or would that have gone missing?

<<Both David and I have contacted you>>

You replied on forum to my first post in which you said you would investigate immediately, I have had no further contact from you. I copy your post below. As I have already said, I had one e-mail which I replied to and heard nothing further.

<There is no excuse for goods arriving damaged or late, and your complaint has been passed directly to Compass and an explanation requested. Even though the marina had signed for the goods, should they be damaged, as in your case, we will send a replacement. Our service standards mean that we insist the goods you receive are in A1 condition, if not they are replaced. I realise that in an ideal world the goods would not have been damaged and your purchase would have been trouble free, something which we are trying hard to achieve. I totally agree that the customer service levels are as important as the marketing and this is being addressed as I write.>


<<and are perfectly happy to talk with you on the phone or email.>>

And my reply e-mail was ignored then for what reason?


<< I am unsure as to what more we can do, customer service is a high priority to us, we are currently sourcing a new fast delivery partner, and will deal with customer complaints as fast and efficiently as possible.>>

You or your partners could reply to e-mails and make some effort to settle matters like this without the onus being completely on the side of the customer to chase you up, pay for and organise the return of damaged goods and wait for weeks for any sort of outcome, let alone a satisfactory one.


<<Once again my phone number is 0207 261 6485 I will be back in the office on Monday.>>

You have my e-mail address, if you have anything constructive to say I suggest you put it in writing.

<<We are here, we do listen and have reacted>>

Sorry, I must have missed the reaction, what exactly happened?

Regards,

Peter
http://www.mistressofmourne.com
 
G

Guest

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a) Matthew Harvey from our team has been in touch with you. Are you inferring that he hasn't been answering his phone and email? I very much doubt this;


Sorry Kim, I'm waiting for one of your people to bothrer to contact me.

b) I also believe that David Lewin from Compass has been in touch with you;


He sent me an unhelpful e-mail which I posted on here, he ignored my reply. Par for the course.


c) there was a 14 day return option on the table that you did not exercise?

Wouldn't know. Where is that, in the small print? The return would be organised and paid for by me presumably?

d) the table was signed for by your marina when the package was damaged - that was the root of the problem

No, the root of the problem was that the table was 9 days late and had been kicked to death, not the fault of my marina but the fault of the chandler.

Regards,

Peter
http://www.mistressofmourne.com
 
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