Quote:
Originally Posted by gizuk
It is perfectly reasonable for a company to presume that the issue has gone if they do something then we don't report it again. How are they to know that the issue is persistent if we don't let them know?
Whilst I don't think this is the case with the OP here I think there is a terrible culture rising where people always think it's someone else's responsibility. It's my responsibility to do something if I'm not getting the service I want.
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It's the company's responsibility to provide the service they advertise, and I don't think it hurts any company to actually follow up when they've undertaken engineering work, rather than just "presume that the issue has gone away". I genuinely find it incredible that people consider either of these things acceptable. I don't. Provide me with the service you advertise, if you can't the onus is on you to ensure it's resolved. It's because people accept less than these very basic standards that we get such poor customer service from companies.
I agree, Old Boy, that we don't want to live in a compensation culture where the average customer has to suffer increased bills because their service provider is always paying out. If the service providers get the basics right first time then we won't have to.