Is this bad service?

Serqet said:
I understand exactly what you saying but i don't think we actually put ourselves in the managers shoes of these shopping outlets. It's not as straight forward as we think.

We have one of those swipe machines and trust me it's a mission trying to get th bank out to fix it or change something.
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I see what you are saying, but surely, in this instance, you would have closed the till and had the machine looked at?
 
Serqet said:
Anyways if you feel you received bad service then by all means lodge a complaint. I just wouldn't lodge a complaint unless i had more than one bad incident at a place. For example Nedbank kept putting a hold on my salary cheque. The first time i let it slide the next couple of times i complained and since then i haven't had a problem. Consistency is key in my opinion.
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I am busy Hellopetering it as we speak :)
 
Serqet said:
I understand exactly what you saying but i don't think we actually put ourselves in the managers shoes of these shopping outlets. It's not as straight forward as we think.

We have one of those swipe machines and trust me it's a mission trying to get th bank out to fix it or change something.
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That might be true, but the least that Pick 'n Pay could do is put up a sign to say that the debt/credit machine is not working at that till.Then the fact would be visible to the customer and they would use another till.

Pick 'n Pay knows that, that specific till does not work correctly but they did not do anything to inform the customer.
 
Ju99l3r said:
That might be true, but the least that Pick 'n Pay could do is put up a sign to say that the debt/credit machine is not working at that till.Then the fact would be visible to the customer and they would use another till.

Pick 'n Pay knows that, that specific till does not work correctly but they did not do anything to inform the customer.
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The fact that the old lady was having exactly the same issue with her card when I got back there confirms this :o
 
hj2k_x said:
The fact that the old lady was having exactly the same issue with her card when I got back there confirms this :o
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So we know how you can get your satisfaction... The till lady .. The questionis who will provide the "old lady" with hers?
 
hj2k_x I think you should focus more on the way it was dealt with then the actual problem. I think what makes a good company is not a company without problems but how a company deals with problems when they occur.
 
Amida said:
hj2k_x I think you should focus more on the way it was dealt with then the actual problem. I think what makes a good company is not a company without problems but how a company deals with problems when they occur.
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Indeed.

They have responded on Hellopeter, very fast I must say! :

Hello HenryRossouw,

Thank you for writing to us. I do apologize for any inconvenience caused and for the poor service received.

Your complaint has been forwarded to the relevant management team and they will be in touch with you.

Kind Regards
The Customer Care Team
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More good feedback.

Just had a call from the Customer service person at the Canal Walk branch.

She was very nice. Said she understood what I was saying and that it should not be made the customer's problem. She is talking to IT tomorrow to find out exactly what the fault was and why the till was still left open, and will get back to me.

Impressed with the speed and professionalism of the feedback so far.
 
This a perfect example of when a company deals with bad press in the correct manner they can actually turn it around into their favor.
 
Amida said:
This a perfect example of when a company deals with bad press in the correct manner they can actually turn it around into their favor.
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True that. It is not like I am looking to sue or anything, but feedback is always nice.

I will be interested to see what the lady tells me tomorrow, once she has spoken to IT.
 
Feedback from PnP has been excellent. Contacted by HR lady at Canal and then at my nearest store. She dropped off a bottle of wine and a R100 voucher today.

:)
 
hj2k_x said:
Feedback from PnP has been excellent. Contacted by HR lady at Canal and then at my nearest store. She dropped off a bottle of wine and a R100 voucher today.

:)
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Now I'm wondering who it was that said they don't do that (recently in one of my threads).
 
Wow, that is awful service & its in your rights to complain. I saw a similar thing play out at a home decor store in my area around Mothers Day. A woman was charged twice for a vase because the credit card machine was playing up. She was prepared to take a second vase - but they told her she had the last one and would have to get nr 2 at another branch, a heck of a drive from that mall. It got really ugly from that point...

Beginner said:
hellopeter!!!
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Best. Got a grovelling call from a certain co today, after a year of nonchalance from them. 24 hours after Hellopeter, response...investigations..apologies.

Same thing with one other company last year. But I think its really shocking that you have to put them on blast via a third party, before they sort out problems you've directly pointed out to them.
 
About 2 years ago a similair thing happened to me at Canal Walk Pick n Pay. My purchase was about R1070. The R1070 was declined first time, second time it went through. I recieved payment confirmations for both transactions. Went to customer care and showed the notifications. They reversed the one transaction. When I got home and checked my bank statement on internet banking it showed that both transactiones were reversed. They had reversed the wrong transaction and I was left with R1070 worth of free goods.
 
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marco79 said:
About 2 years ago a similair thing happened to me at Canal Walk Pick n Pay. My purchase was about R1070. The R1070 was declined first time, second time it went through. I recieved payment confirmations for both transactions. Went to customer care and showed the notifications. They reversed the one transaction. When I got home and checked my bank statement on internet banking it showed that both transactiones were reversed. They had reversed the wrong transaction and I was left with R1070 worth of free goods.
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In that case I would have given the money back...
 
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