brucemillar
MB Enthusiast
- Joined
- Nov 18, 2010
- Messages
- 8,661
- Car
- C55 AMG Wagon - W124 300te 4matic Wagon - BMW 4.8is X5 E53 - SWB Pajero 3.5 V6 24v
Well here I sit contemplating my next move. I'm fed up, a bit angry, but most of all just plain annoyed.
What do the panel think?
First week in January 2017. I order a new tailgate glass for my 124 Wagon from a very well known glass company (I will not publish their name - YET!!) This was done via my insurer, with things going wrong from the very first contact.
1) The glass company could not locate my vehicle as "their systems were down". I agreed await a call back. That call back took over 24 hours and necessitated me calling them back several times.
2) They insisted that my registration flagged up a "Moped". Another 24 hours, several more calls and emails from me, I say "cancel the order please" as it obvious that there is a real issue.
3) Glass company Manager calls me to apologise and explains that they had "system issues" now resolved and could I just confirm my car make and model again "just to be sure"...Hmmmmmm.
4) I am told that the glass is not stocked in the UK and has to come from Mercedes, Germany and will take three weeks. Well these things happen, the car is garaged and not being used, so hey, not great but what can go wrong?
5) I wait three weeks and the promised time (first call of the day 08:00am) arrives. They fitters do not, however arrive!!. More calls with the glass company insisting that despite me having emails from their management that I would be first call at 08:00, they would "never agree to a time slot or first call"
6) 13:00 on the day. Glass fitters arrive at my house. One starts to break down my car while the other prepares the paperwork (billing info) and the new glass. At this point I am relaxed, offering coffee & tea etc.
7) Fitters announce a "big problem" Somebody? has stuck a Mercedes delivery label over the top of a massive scratch. In fact somebody has stuck two labels over two massive scratches.
8) Now desperate to get the job done (Mrs Millars Birthday is now going wrong) I ask them to try and polish the scratches out. This fails with the scratches being to deep.
9) Fitters (nice guys) order up TWO new glasses and complain to their office about the labels having clearly being stuck on to hide the scratches. They are told it will take another three weeks to get the new glass!! Off they go leaving my car in bits (at my request)
10) I write to the glass company, politely voicing my frustrations and asking that the new glass be checked before it is sent to me.
11) I receive a call from a "customer complaints manager" who is "appalled" at my experience. He is going to "personally take charge" and speak to all concerned and ensure that my glass is delivered and fitted without any further problems. He apologises that I have to wait another three weeks - hey I now feel good, so who cares about the three weeks.
12) The glass company arrange a day to install (TODAY @ 08:00). They then call me several times asking if "I would like an earlier date" No today @ 08:00am is fine.
13) 08:00am today I get a call on my mobile from the glass company. Probably them calling me to say they are on their way ;^)
NO. THEY HAVE FORGOTTEN TO ORDER THE GLASS AND IT WILL NOW BE ANOTHER THREE WEEKS!!
They don't know how they forgot (and it doesn't matter) but they do not have the glass and I have to wait another three weeks, while it is re-ordered from Germany.
So here I sit. What would you do? I need the glass. These are the UK's biggest and my insurers preferred providers. MY Insurers are not happy and have offered to to try and source it elsewhere, but, It has to come from Germany. I have no desire to cut my nose off. But it is so frustrating that people cannot do what they say, when they say.
What do the panel think?
First week in January 2017. I order a new tailgate glass for my 124 Wagon from a very well known glass company (I will not publish their name - YET!!) This was done via my insurer, with things going wrong from the very first contact.
1) The glass company could not locate my vehicle as "their systems were down". I agreed await a call back. That call back took over 24 hours and necessitated me calling them back several times.
2) They insisted that my registration flagged up a "Moped". Another 24 hours, several more calls and emails from me, I say "cancel the order please" as it obvious that there is a real issue.
3) Glass company Manager calls me to apologise and explains that they had "system issues" now resolved and could I just confirm my car make and model again "just to be sure"...Hmmmmmm.
4) I am told that the glass is not stocked in the UK and has to come from Mercedes, Germany and will take three weeks. Well these things happen, the car is garaged and not being used, so hey, not great but what can go wrong?
5) I wait three weeks and the promised time (first call of the day 08:00am) arrives. They fitters do not, however arrive!!. More calls with the glass company insisting that despite me having emails from their management that I would be first call at 08:00, they would "never agree to a time slot or first call"
6) 13:00 on the day. Glass fitters arrive at my house. One starts to break down my car while the other prepares the paperwork (billing info) and the new glass. At this point I am relaxed, offering coffee & tea etc.
7) Fitters announce a "big problem" Somebody? has stuck a Mercedes delivery label over the top of a massive scratch. In fact somebody has stuck two labels over two massive scratches.
8) Now desperate to get the job done (Mrs Millars Birthday is now going wrong) I ask them to try and polish the scratches out. This fails with the scratches being to deep.
9) Fitters (nice guys) order up TWO new glasses and complain to their office about the labels having clearly being stuck on to hide the scratches. They are told it will take another three weeks to get the new glass!! Off they go leaving my car in bits (at my request)
10) I write to the glass company, politely voicing my frustrations and asking that the new glass be checked before it is sent to me.
11) I receive a call from a "customer complaints manager" who is "appalled" at my experience. He is going to "personally take charge" and speak to all concerned and ensure that my glass is delivered and fitted without any further problems. He apologises that I have to wait another three weeks - hey I now feel good, so who cares about the three weeks.
12) The glass company arrange a day to install (TODAY @ 08:00). They then call me several times asking if "I would like an earlier date" No today @ 08:00am is fine.
13) 08:00am today I get a call on my mobile from the glass company. Probably them calling me to say they are on their way ;^)
NO. THEY HAVE FORGOTTEN TO ORDER THE GLASS AND IT WILL NOW BE ANOTHER THREE WEEKS!!
They don't know how they forgot (and it doesn't matter) but they do not have the glass and I have to wait another three weeks, while it is re-ordered from Germany.
So here I sit. What would you do? I need the glass. These are the UK's biggest and my insurers preferred providers. MY Insurers are not happy and have offered to to try and source it elsewhere, but, It has to come from Germany. I have no desire to cut my nose off. But it is so frustrating that people cannot do what they say, when they say.
Bruce you always seem to be getting into scrapes, is there any way you could perhaps lead a more sedate/relaxed lifestyle? When you were a little boy did you drive your mother mad?
