When an airline destroys your suitcase on your outbound flight, you’d like to expect that they’d be not only apologetic but also perhaps actively help you find a replacement for the journey home. Alas in Monarch’s case they failed on every step of the way to customer service satisfaction.
We reported the completely smashed International Traveller hard-shell suitcase at Grenoble Airport, where we did the necessary paperwork and were told we’d have to contact Monarch within seven days in order to claim compensation. That meant we’d have to do it while we were in France. The suitcase was unsalvageable so we’d also have to source a replacement whilst in the ski resort of La Plagne, where it’s easy to find ski or snowboarding stuff but incredibly hard (and expensive) to get items such as suitcases.
So, during the week we took time out from what we were meant to be doing on a skiing holiday to talk to Monarch about the claim and find a new suitcase. All we had was mobile phone, so at our great cost we called Monarch and held on listening to some of the most expensive hold-music ever created, before speaking to a lady who took all our details and offered us a measly £45 compensation. As I said, it’s incredibly hard finding something so mundane as a suitcase in a skiing resort with village/small town facilities and a single-minded focus on snow sports. On the third trip around the shops my girlfriend managed to find a large Ripcurl bag for €130, which at the time was near enough £130 – leaving us with a whopping £85 shortfall on a new bag which we were only buying because our suitcase had been smashed by people working on behalf of Monarch Airlines. Oh, and nothing to say sorry for all the time wasted, skiing missed and roaming phone costs endured.
Around 10 days after we returned, the cheque for £45 turned up in the post along with a letter that was full of empty apologetic platitudes which had exactly the same effect as if they’d included a hand-scribbled note saying “sod off and don’t waste our time in future”. Completely meaningless, corporate waffle, devoid of any real conviction, and rendered meaningless by the accompanying derisory compensation. All of which leads me to the unescapable conclusion that Monarch Airlines doesn’t actually care about its customers at all, and in a cut-throat and competitive market place, that is surely a rather stupid attitude to have.
Consumer Issues, Righteous Indignation
Consumer Issues, travel
I’m finally turning away from Royal Mail for most of my business carriage. I’ve tried to remain loyal, after all it’s one of those Great British Institutions, isn’t it? But when it’s this painful, you’ve got to wonder… are Royal Mail management really trying to commit commercial suicide? It certainly looks that way from here.
We have been using Royal Mail Smartstamp to prepay and locally print postage labels. It’s an imperfect solution, particularly for tracked services like “signed for” (or recorded delivery as it used to be known) and “special delivery”. Those services have to be completed at a post office where most of the staff either don’t know how to handle them or really can’t be bothered. That’s if you can find a post office that’s open when you need to post something. Many were closed in major cuts during 2008. I went to four of them one Wednesday afternoon & found all closed. All are in roads with parking problems and not at all easy to use. On my fifth attempt on the following day I was told my package was too big for their window & should be taken to a main post office. So not wanting to give up before the sixth attempt I went to the nearest main post office only to be told that my item was 11cm too big to be sent as a signed-for item. And still my customer is waiting.
Part of the problem seems to stem from the split of the Post Office from Royal Mail years ago. It created a complete disconnection between the two halves of the process. Neither really knows what the other half is doing, or cares about the customers caught between the two halves.
So it’s off to a courier company for me, and RIP Royal Mail, once it finally breathes its last and dies.
Consumer Issues, Righteous Indignation
Consumer Issues, customer service
Just a quick public information notice: Belkin makes the most unreliable, poorly designed, unmitigated rubbish in the world. It’s true. I have owned several items by Belkin, none of which has ever worked properly, and have always given them the benefit of the doubt. But the Belkin Vision N1 router is the last Belkin device I shall ever own. It crashes all the time and I can’t keep a wireless connection for more than 20 minutes or so before it overheats and freezes. They can have it back through their office windows for all I care. I should sue for the amount of lost time and stress Belkin has caused me. None of their products work properly, or at least work for long. The USB hubs regularly need to be unplugged from the mains and reconnected just so they recognise the devices plugged into them. If it says Belkin, just don’t go there. Please. Perhaps then Belkin will actually take notice and produce something decent for once. Companies like this just don’t deserve to exist.
Consumer Issues
Add new tag, Consumer Issues, technology
Sometimes I get great service from a company and I’ll write about it. When I find serious fault with a company, I tend to report it on here too. If that company demonstrably puts things right, I tend to report that as well. Alas, that doesn’t happen very often. But recently I had a call from Mr John Collins, Managing Director of Kafevend Group Ltd who claimed that my previous report on Kafevend – an incident involving criminal fraud on the part of Kafevend’s sales staff – had been fully investigated and dealt with. So I allowed Mr Collins to come and tell me the story.
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Consumer Issues
Consumer Issues, contracts, drinks machines, fraud, Kafevend, Sussex
15th September 2008: It was a Monday evening in Brighton, it was getting late for dinner, and we fancied sushi. Moshi Moshi would have been our usual destination, but being closed on Mondays we remembered YO! Sushi in Jubilee Street and decided to give it a try. Perhaps a little glimpse at the competition might prove eye-opening.
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Consumer Issues, food
Brighton, Consumer Issues, fast food, food, Japanese, Moshi Moshi, quality, restaurants, sushi, Yo! Sushi
… or how a friend’s 21st birthday party was ruined by Brewer’s Fayre and Whitbread plc at the Nevill Crest and Gun in Eridge, near Tunbridge Wells, Kent.
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Consumer Issues, food
Brewers Fayre, Consumer Issues, food, plc, quality, rip-off Britain, Whitbread
£6 for a sandwich. No, this isn’t one of those posh sandwiches where you can hardly get your face around the thing which is held together with a cocktail stick with a chef’s hat on, where its gourmet credentials are incontrovertible and where the experience leaves you with a smile on your face for days. No, this is a £6 piece of crap. Where?
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Consumer Issues, Righteous Indignation
Consumer Issues, extortion, food, inflation, prices, pricing, rip-off Britain, UK
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