The consumer fights back
January 28th 2009 00:51
Dear Sir/Madam,
My rather expensive Vax vacuum cleaner has a problem and I would like to find a Vax service agent in Melbourne to fix it. This is proving unexpectedly difficult.
I have a phone number for a Vax service agent at Niddrie, but when I rang the number, I was told it was disconnected.
I then rang the national help line number listed in my User's Guide, and was given the opportunity to enjoy your hold music for 14 minutes. You have lousy hold music.
When the call was finally answered, by the inevitable cheery voice pretending a 14-minute call hold was just the peachiest way to spend my morning, and I asked for a Vax service agent near me, I was given the Niddrie number which I had already rung and found to be disconnected.
"You need to update your records," I suggested. I asked for another number at the next-closest location. Having been given one at Brunswick, I asked, "Will it work?" Yes, I admit I lost control and allowed a certain irritation to spill over.
"Yes," was the response, "this is one of our agents. It will work."
It didn't. The recorded voice told me this number, also, has been disconnected.
You really do need to update your records. I suggest you also launch an investigation into the mass disappearance of Vax service agents in Melbourne.
You also need to respond to this email, preferably some time this year, with a working phone number for a Vax agent in Melbourne, preferably one who doesn't keep customers on hold for 14 minutes.
Yours sincerely,
Chris Champion
PS I hope this email address works.
My rather expensive Vax vacuum cleaner has a problem and I would like to find a Vax service agent in Melbourne to fix it. This is proving unexpectedly difficult.
I have a phone number for a Vax service agent at Niddrie, but when I rang the number, I was told it was disconnected.
I then rang the national help line number listed in my User's Guide, and was given the opportunity to enjoy your hold music for 14 minutes. You have lousy hold music.
When the call was finally answered, by the inevitable cheery voice pretending a 14-minute call hold was just the peachiest way to spend my morning, and I asked for a Vax service agent near me, I was given the Niddrie number which I had already rung and found to be disconnected.
"You need to update your records," I suggested. I asked for another number at the next-closest location. Having been given one at Brunswick, I asked, "Will it work?" Yes, I admit I lost control and allowed a certain irritation to spill over.
"Yes," was the response, "this is one of our agents. It will work."
It didn't. The recorded voice told me this number, also, has been disconnected.
You really do need to update your records. I suggest you also launch an investigation into the mass disappearance of Vax service agents in Melbourne.
You also need to respond to this email, preferably some time this year, with a working phone number for a Vax agent in Melbourne, preferably one who doesn't keep customers on hold for 14 minutes.
Yours sincerely,
Chris Champion
PS I hope this email address works.
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