Well <Name Removed at Mo>, I think you can now see the problem.
The management in Eltham do not care about their customers!
I ask again. Why have a “Special Delivery Instructions” box on the website if the stores cannot be bothered to read it.
Frankly I am lost for words at the moment.
Nice bit of customer service!!
From: Domino's Pizza [mailto:dominos_feedback@btinternet.com]
Sent: 25 June 2012 23:02
To: cosmap
Subject: Re: Dominos Customer Service Ref: 15957 28154 London - Eltham Delivery Area/Drivers
Dear Cosma,
Thank you for your email last week regarding the ongoing issue you have had with drivers from my Eltham store missing the special delivery instructions on your orders. I am sorry that despite our very best efforts in the store and following numerous conversations between you and my team, we have not been able to resolve this for you.
We aim to provide great service and we hate to disappoint any customers. Following further discussions with the team in my Eltham store, I am sorry to advise you that we do not feel there is anything further we can do from a store point of view to guarantee for certain that a driver will not ring your doorbell. We have already suggested calling the store to order and explain your instructions or to put a note on your doorbell, in addition to the notice we have put up in our staff room and unfortunately, we feel there is nothing else we can do. To this end, I’m sorry to say that we feel that as this is a crucial part of your delivery, you would be best to either collect your pizzas from the store (we will obviously give you a good carry out deal) or order your pizzas elsewhere as you suggest.
I hope you can understand our reasons behind this, your children’s sleep is obviously crucial and although we hate losing customers and this has been a very difficult decision, we just feel this is the best option.
Best wishes,
Nij enterprises ltd Ta Dominos Pizza
Nothing from the Franchisee in Eltham.
Just an email from Domino’s
Dear Sir
My sincerest apologies for the lack of correspondence from the franchisee of the Eltham store.
I have now passed your details directly over to our Operations Department here at Head Office who will speak with the franchisee and ensure that they do contact you to discuss this issue in more detail as promised.
We will be discussing the problems with your order directly with the franchisee and we will do everything in our power to make sure this does not happen again.
We will also be addressing the way that your complaint has been handled by the franchisee and the fact that he did not contact you as he advised. We would like to assure you that we did not find this acceptable and we will be taking steps to make sure that does not happen again.
Once again my apologies for the complete lack of customer care you have experienced on this occasion and please do not hesitate to contact me again should there be no further contact from the franchisee.
<Name Removed>
Customer Service Co-Ordinator
<Name Removed>@dominos.co.uk
www.dominos.co.uk
facebook.com/DominosPizza
twitter.com/Dominos_UK
Well at least they are trying. But this does sum up the attitude in Eltham. Just say whatever to the client to keep him happy at the time and then ignore it.
Must be a busy shop so s/he does not care about loosing the odd client, especially one that is a pain.
Wonder how many people have voted with their feet and have simply not returned to Domino’s?
I actually like their products, and would like to resolve this to my satisfaction so I can carry on eating their pizza.
Nuff said..
Many thanks for your attention to this matter. I am sorry to say that I do not hold out much hope. I have spoken to people that purport to be the store manager several times (in fact every time they RING THE BELL).
I have been promised, repeatedly, that they will tell the drivers to READ THE INSTRUCTIONS. I have been promised that they will put up a “special notice” in the staff room. But it still happens.
As I have said before (please refer to http://cosmap.blogspot.com) I was told that the place where the drivers see the address that they are going to does not display the “special instructions” information. This seems to me, as an IT Professional and User Interface specialist, to be a very poor design.
I shall look forward to hearing from the franchisee, although it has now been 2 days and I have heard nothing so far. Perhaps s/he does not find this matter as important as you or I (which would explain why it keeps on happening).
Well I hope you have a nice weekend and my mobile is always on.
Regards
Dear Sir
We are sorry that your recent experience of our London - Eltham store was not up to the high standard you should expect from any Domino's store.
At Domino's Pizza our aim is to provide 100% customer satisfaction, so it greatly concerns us when any aspect of our service or product doesn't meet our customers' expectations. We appreciate all feedback and would like to thank you for giving us the opportunity to address this matter.
Domino's is a franchised business and our franchisees feel it is very important that they own the relationship with their customers. To this end, I have passed the details of your complaint directly over to the franchisee of this store and they will contact you soon to resolve this issue. Our franchisees know that all feedback is the key to improving their businesses and finding out about any ongoing issues.
If at any point you are unsatisfied with the response from the franchisee, or if we can be of further assistance, please do not hesitate to contact us.
Kind Regards
DomComplaintManagement
Customer Concerns
<Name>@dominos.co.uk
Dear Dominos Customer Service,
Yet again your driver has failed to read the delivery instructions. What is the point of having "Special Instructions" when the driver NEVER reads them.
The store manager tells me that the system that the drivers look at to provide them the addresses does not show the special delivery instructions. And they clearly NEVER read the delivery note.
You need to either
a, Modify the screens so that this information is shown, or
b, Train the drivers better, or
c, Remove that option from the order screen! If I can't ask for it I cannot be annoyed about not getting it!
Your Manager did suggest that I phone my orders in. But, as I pointed out to him, If I am going to phone it in I may as well use the Pizza Hut that is at the end of my road. I use Dominoes because of the utility of the web site and the lack of AMBIGUITY. I order what I want and I get it. Which is also why I am doubly annoyed!!!
I am in IT. I have a degree in user interface design. I am more than happy to consult with you to improve the systems that you are using in order to make sure that the appropriate people get the appropriate information.
Call me.
All joking apart I am severely annoyed, I have two kids in bed and your drivers do their best to wake them up every time I use you.
I would like a call from someone senior with whom I can discuss this matter. My number is <Mobile Number> and my email address is <Email Address>
This message has been posted publically and I will be publically posting your responses.
Regards
<Me>
Had a phone call this morning from someone (name with held) who said he was the Manager at the Old Kent Road Branch of Staples.
Basically he apologised and acknowledged all that I have said. He thinks he knows who the offending member of staff is and will be having a word. He also offered to send me some discount vouchers to tempt us back in the store.
Guess that is the end of this line.
I know this all seems like a pointless exercise but, in the long run, if more people start to do the same (complain), we may get better customer service. Businesses cannot afford to annoy the customer (especially one that pays cash) as most people will just vote with their feet and not come back. The way I see it I am doing businesses a favour. This way they get the chance to mend the ways of errant staff and win a customer back.
The next thing that needs addressing is the English inability to complain when they are wronged. It does not need to be a shouting match. As the Irish say “Speak quietly, and carry a big stick”. The internet gives us all a tool to voice our annoyance and bring big companies to task.
The next step from here would have been to look at site such as http://www.customerservicescoreboard.com/Staples or many of the other public forums to get it out there. If they do not react then you can! Any way….
Not much else to say on the subject really. Shame it took so long, but we got there in the end.
I like to think of myself as an easy customer. I generally know what I want. All the customer service representative has to do is convince me I have made the right choice and take my money.
Today I went to Staples to buy a networked hard drive for a client.
I knew the model I wanted and the price I wanted to pay.
We walked into the store (myself, my client and his assistant) and noticed, as soon as we walked through the door, one member of staff berating another.
We were ignored by everyone, but luckily we saw the item we wanted. It happened to be at a good price so I took an empty box to the counter. This is where the fun starts…
The person was still having a go at her colleague and we had some effort to get her attention. She stomped over to us, snatched the empty box and stomped off, without saying where she was going.
The young lady that was being berated was left to smile at us, some what embarrassed. I asked if the other lady was having a bad day and if there was a manager about. Apparently that was the manager!!
The manager returned with the product and unceremoniously dumped it in front of me. I opened the box to confirm what was in it. I wanted to make sure that if I needed anything (cable, UK plug) we purchased it then and there. The manager was not best impressed and scowled at me as I checked. As luck would have it all the elements I needed were in the box
My client gave the manager the correct amount in cash (£199) only to be told that the unit was £239. We pointed out that the shelf said it was £199. After quizzing me if I was sure it was £199 she was not convinced and made a performance of stomping over the shelf to prove me wrong. She grabbed 1 of the 2 extra large shelf labels checking something on the back of the label and comparing it to the product. Mumbling some comments under her breath (I did not catch what she said) she stomped back to the counter and made a “Managers Override”. Displaying zero good grace.
We were all keen to get out of there, but my customer did want to explain to her how unimpressed he was with her attitude. I also told her that were it not for the fact that we needed the device we would have walked out and purchased it elsewhere. She acknowledged our comments, but did not apologise. Clearly she did not really care.
In times like this, when jobs and customers are hard to come by, I would have thought that a shop would have been happy for a £199 sale, CASH (a card would have incurred processing fees), in less than 5 minutes with very little sales effort required.
I filled in Staples online questionnaire, they did not get a good rating, and will be interested if they reply.
Whether I or my customer will be using Staples again remains to be seen. I certainly will not be going back to the Old Kent Road store.
A bit of management level customer support training required I think.
Tick tick tick
the sound of my life ebbing away.
Daddy Daddy Daddy.
'Enjoy them while they are young', "they will soon stop asking"
Will there be any me me left by then?
Is there any of me left now?
Well on we go.
On Friday I get a call from the local expert. He has escalated the issue to “Nokia” I presume he means Finland. I waited till today to chase only to be told that though they have raised what they call a “Genius Call” it could take months to get a result.
Glad to know that the customers concerns are Nokia’s.
By the time they get back to me, which I very much doubt they will, I will have moved on to the next phone. I was quite looking forward to a Nokia Windows Phone 7 phone, but an HTC or Motorola Android phone could be in my future.
Such a shame. 
The world is changing. There was a time that a phone was a phone. You made calls, maybe took pictures, and that was it.
Today a phone is a small computer. It has my diary, my pictures, my numbers. It syncs with various services, accesses many wireless networks and does a myriad of other things.
So what? Well So I do not want to do a factory restore! In my phone I have wireless keys for numerous hot spots I regularly use, but I do not have record of these keys. I have finally managed to settle down the syncing so that I do not get duplicates all over the place. My address book has settled down. Do I want to go though all that pain again? NO!
The does come a point at which I will just say sod it. I will ditch the so called smart phone and just use a dumb phone. Or maybe I will be like 90% of the rest of the population and will just use the phone for calling and pictures. When I upgrade the phone I will loose all my pictures and have to re-enter all the numbers by hand. Just like a friend of mine that has just posted on FaceBook “Please inbox (Grrrr.. she means email) me you number, my phone has gone and I have lost the lot!”. Yer right! I can really see me doing that!
Phone companies have to realise that their devices are now computers and they form and integral part of peoples lives. I cannot be without my phone for a week while you blow it away! I do not want weeks of agro setting it up again. You have to treat this things like what they are. When they fail your staff have to be skilled enough to get in to the guts and fix them! I was impressed when the tech in Manila remote controlled my phone, that is the way it SHOULD be done. I was not impressed when all he did was bugger up my access point priorities and reinstall the app I was trying to fix. Here’s the news. "I ALREADY DID THAT!”.
Nokia are already in trouble as they have dropped the ball with the N97 and the N8 (as it was basically obsolete before it was released). The N8 is a good phone. It has a great camera, a real flash and in general I like the way it works. The problem is that it is slow and the touch is not great.
I am looking forward to getting a Windows 7 based Nokia. Don’t get me wrong, I like Symbian. I have been using it since I hade a Psion 5! It is just a shame it has fallen behind, both in performance and in technology. I like Nokia engineering. The phone looks good and feels good. Now get the innards up to spec and we will all be happy.
But PLEASE, PLEASE, PLEASE get the support people up to speed and change the mentality. A factory reset HAS to be the LAST thing you do when ALL else has failed. And there MUST be a way of imaging the phone so that when the factory reset has not fixed the issue I can at the very least get back EXACTLY where I was when we started (just restoring my data is NOT enough). At least that way I will not be in a worse off position than when I started.
ition.
I made the fatal mistake of applying a Nokia update to my Nokia phone!
The social app will not work.
I called Nokia about this last week, and after some messing about was told that I would be called back.
Yesterday I got annoyed and posted on the Nokia UK FaceBook page and lo and behold I get a call today. Coincidence?
Well. After some messing about (using a great tool that allowed him to remote control my phone) I am told that I have to cold reset my phone and reinstall! I pointed out that I did not want to do that as it had taken me a while to get the phone the way I like it and I do not want to lose all my settings etc.
Cutting a long story short… It appears that applying the phone update tried to upgrade my phone to Social App version 1.3 but this failed. Now all they can give me is version 1.2, but this will not over write the scripts for version 1.3.
I cannot understand why they cannot either give me 1.3 to install or just the scripts I need for 1.2 to work so I can manually over write the damaged ones.
In the space of 2 minutes I get a call from Nokia UK Complaints department and then at the same time from the Manila support department. He has found 1.3 for me and she wants' to talk. Well I have installed 1.3. No joy so I am about to call her to talk.
The Lady at the UK help desk is going to escalate to a UK based support person. This is good as Symbian originated in the UK with Psion in Milton Keynes. Is it beyond the wit of man to manually remove the elements of the social app or fix the defective scripts and reinstall it, without flashing the whole phone?
We will see. I have promises from The UK and Manila for a call back…
It’s now been a few week since I got my N8 and I am quite confident that I have been in to just about all of it’s nooks and crannies.
I am please to say that the only disappointment so far has been Nokia.
Lets start with the negative, to get it out of the way.
For some unexplained reason the device ships with no podcasting (podcatcher) software installed and despite my best efforts I have not managed to get one of the .sis files offered on the Nokia website to actually install. I have spoken to their help desk and been promised a call back but, as is their way, none has been forthcoming. It has been a couple of weeks since I last tried, and I will try again (as this is really the only fly in the ointment).
The only other thing that does not work is the Audible player (so I can listen to audio books) but I do not hold this against anyone (not even Nokia) as it is a very new phone and I am sure they will come up with a version that works asap.
So let’s move on to better things…
I manually copied some podcasts and music to the N8 and, as is my way, proceeded to delete them as I finished listening. Arrggghh!! an old N97 “feature” appeared. One of the podcasts refused to delete and kept on telling me that it was “in use”. This was not possible as I was playing other media in the player. I tried using the file manager to remove the file, but to no avail. Eventually I connected it to my laptop and delete the offending file (brute force and ignorance). I was expecting the file to still appear in the music player and clutter the place up for ever and a day, as it did in the N97, But NO!! When I went back in to the player it was gone. Joy!!
I have had a few syncing issues, duplicate calendar entries, addresses etc, but I suspect that was because I was using Goosync and the Nokia Ovi over-the-air Sync AND Ovi Suite. Since I stopped doing that and restricted myself to Goosync and the Ovi Suite things have settled down. I am syncing, via the PC to Google and Ovi, but can’t decide if their is any point to the Ovi stuff.
Other than that the Phone is great! Email syncing with Gmail and Live Mail works well. Why would you want a Blackberry? I have loaded a game or two, just as a test as I really am not a gamer, and the graphics are stunning. The Camera is beyond fantastic, although I currently have 2 stuck MMS’s that have gone but will not clear from the Queue. I suspect it is because I sent very high res images. Doh!
One bit of good news since I started writing this. I have found a site that has great Free Symbian applications http://www.drjukka.com/index.html I have loaded a podcatcher from here. It is a beta, and a little flaky, but does do the job and I am sure it will get better. I also have a file manager that makes the inbuilt one look like a bit of an embracement. The site has loads of other tools and apps that can really enhance your phone. Or bugger it up. So beware and load them at your own risk. YOU HAVE BEEN WARNED!!!
One feature that I really like is the ability to lock the phone by sending a text message. One message with a secret code word in it and the phone locks itself, the SIM and the memory card. Fantastic if I ever leave the phone somewhere. It means that I know that it cannot be abused while I figure out what I have done with it.
Anyway, I will end now and may add some more comments later. Suffice to say that this is a major improvement by Nokia and it sounds like Symbian ^4 is on it’s way which should be a good thing.
Shame Nokia support is so poor.
Anyone know how I can get rid of the stuck messages?
After a long wait my new Nokia N8 has arrived. I will, over the next week or two give a bit of a review of it, but lets start here with some initial thoughts.
Looks – This phone looks great! unfortunately the camera lens sticks out of the back, but I am willing to live with that for 12mp camera with auto focus and real flash. On the back of the unit there is a logo that sticks out too, which is rather irritating. I would have preferred it if the back was covered in a non-slip coating like many of the Android phones out there.
Keyboard – There isn’t one. That is one thing I really will miss from my N97, except the hinge was starting to go so I wonder how much longer it would have been before it completely failed. The onscreen keyboard is actually quite usable, when you turn the phone sideways so you get the qwerty keyboard.
What am I expecting? Well, what I would like is the N97 that works!
So far that seems to be what I have. Alas it does not have the podcasting app installed as standard (why not!!????!!!) but I am working on that (as the ones I have found on the Nokia site do not work). Also the Audible player will not play! but it does install? Very strange, but again I am working on that. My laptop has decided that it does not want to see the phone in Ovi or PC Suite; strangely it does allow me to access the disk on the phone, so I am not too upset. I really need internet access on the move, but I have some alternative tethering tricks that I will be trying over the next few days, so all is not lost. I must say that I think that my laptop could probably do with a reinstall so I don’t blame the phone for the last 2 failures. Windows 7 also does not seem to have all the required Bluetooth drivers, this is probably due to the fact that the phone has not actually been released yet, so I am willing to give Nokia the benefit of the doubt for a week or 2.
I like the 3 home screens, and the onscreen widgets are great. I especially like the way it integrates with Gmail and gives me Blackberry like functionality buy checking mail on a schedule and buzzing when it finds some. Made doubly useful by allowing me to select a “Blackout” period (11pm-8am) when it will not bother me.
So far so good. I have not had that many calls since I got the phone so I have not yet had a chance to experience the worse failings of the N97 (i.e. missing calls because the pesky thing would not let me answer them and not giving me access to a dial pad so I can choose 1, 2 or 3 to control my auto attendant).
One feature that does seem missing (possibly because I have not looked hard enough) is the ability to lock the phone remotely by sending a text.
Anyway, enough for now and I will post some more in a few days when I have had more time to use the phone.
| "Another unsettling element in modern art is that common symptom of immaturity, the dread of doing what has been done before."
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