The Swedish person who bought my little Honda ATC70 contracted Schenkers to pick it up. Here is my subsequent email to their Branch Manager (or at least that is what it says on their website, but apparently he has now left thecompany and this had to be forwarded to some other bod)
Dear Lee,
I would like to express my complete annoyance and frustration with the way your company dealt with a pick up from my house.
Firstly, I would like to say that you were not contracted by myself. The collection was contracted by somebody in Sweden.
I had spoken to Dwayne last week to let him know that I would call him once payment had cleared from Sweden to arrange a date for pick up.
I called him this Monday and agreed a pick up between 9 and 12 this Tuesday. I specified that a tail lift would be necessary as the item is too heavy for one person to manage and my wife has her wrist in plaster at the moment so would be unable to assist. I got my wife to stay in yesterday especially as I was in meetings in London. At 2pm I called her and was informed that nobody had turned up. I called Dwayne and he apologised and blamed the computer! Both my wife and I are now annoyed.
I re-arranged delivery for today between 9 and 12 . I explained that I would be at work at my office which is 15 mins away. I suggested that the driver call me half an hour before he was due to arrive, but for some reason Duane preferred to make it one hour before, which was fine.
At 11.45 today I called your office as I had heard nothing so the pick-up was obviously not going to happen before 12am. I spoke to a lady. She put me on hold for a while and then told me that the driver would be there within half an hour and would be instructed to wait if I wasn`t there. I set off straight away for home, expecting to be kept waiting 10 mins at the most. I arrived home at 12.05. I waited until 12.45 then called your office again as nobody had shown up. I was told that he was 15 mins away so I was then expecting him around 1.05.
He finally turned up at 1.25. By this time I was VERY annoyed. The matter was only made worse when the driver told me that he had arrived at 11.55, but nobody was there so he went away again! You couldn`t make it up could you.
I put the item by the rear of the vehicle and asked if I had to sign anything. The paper I was handed was actually something to sign stating that a delivery was in good condition therefore I didn`t sign it as it was not relevant for a pick-up. The driver then informed me that he had no tail lift so I would have to help him lift it into the vehicle. He said it had broken that very morning, but to be frank I didn`t believe him.
Assuming your company continues to operate in a similar vein, may I suggest you change the spiel that is played on your telephone system when you put your customers on hold as it only serves to wind them up further, having to listen to endless drivel about how great your company is.
Dear Lee,
I would like to express my complete annoyance and frustration with the way your company dealt with a pick up from my house.
Firstly, I would like to say that you were not contracted by myself. The collection was contracted by somebody in Sweden.
I had spoken to Dwayne last week to let him know that I would call him once payment had cleared from Sweden to arrange a date for pick up.
I called him this Monday and agreed a pick up between 9 and 12 this Tuesday. I specified that a tail lift would be necessary as the item is too heavy for one person to manage and my wife has her wrist in plaster at the moment so would be unable to assist. I got my wife to stay in yesterday especially as I was in meetings in London. At 2pm I called her and was informed that nobody had turned up. I called Dwayne and he apologised and blamed the computer! Both my wife and I are now annoyed.
I re-arranged delivery for today between 9 and 12 . I explained that I would be at work at my office which is 15 mins away. I suggested that the driver call me half an hour before he was due to arrive, but for some reason Duane preferred to make it one hour before, which was fine.
At 11.45 today I called your office as I had heard nothing so the pick-up was obviously not going to happen before 12am. I spoke to a lady. She put me on hold for a while and then told me that the driver would be there within half an hour and would be instructed to wait if I wasn`t there. I set off straight away for home, expecting to be kept waiting 10 mins at the most. I arrived home at 12.05. I waited until 12.45 then called your office again as nobody had shown up. I was told that he was 15 mins away so I was then expecting him around 1.05.
He finally turned up at 1.25. By this time I was VERY annoyed. The matter was only made worse when the driver told me that he had arrived at 11.55, but nobody was there so he went away again! You couldn`t make it up could you.
I put the item by the rear of the vehicle and asked if I had to sign anything. The paper I was handed was actually something to sign stating that a delivery was in good condition therefore I didn`t sign it as it was not relevant for a pick-up. The driver then informed me that he had no tail lift so I would have to help him lift it into the vehicle. He said it had broken that very morning, but to be frank I didn`t believe him.
Assuming your company continues to operate in a similar vein, may I suggest you change the spiel that is played on your telephone system when you put your customers on hold as it only serves to wind them up further, having to listen to endless drivel about how great your company is.
