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Originally Posted by Androme2
- Are there any tactics to dealing with call centres/mobile phone companies who pass you on to someone else/another phone number but your problem never gets solved?
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It really depends on the company. Most of these are obvious, but from my experience working and training people in customer services :
1. Take the name of everyone you speak to. Make it clear you're not being unfriendly, it's just you've had some problems in the past and you're anxious to get things sorted out this time.
If you do that, the call centre operative will treat the call slightly differently and you may have more results. If you want "evidence" you spoke to that particular person, ask them to change a trifling detail on your account (if you have one). e.g. ask them to change the spelling of your first name (slightly) or something. Or add a new telephone number. Most call-centre software will keep a record of any updates (and who made them) for audit purposes.
2. On a similar vein, keep records of all calls made, duration of each call, who you spoke to, etc. If nothing else, most companies allow you to reclaim the expenses of phone calls made (if they're relatively high). You'll need a send a copy of your bill of course.
3. Make a person you speak to take ownership of query. It's harder to do this in an environment where it's another telephone number, but if it's an internal transfer you can often reasonably ask the person you speak to look into it and get back to you (you can say you're pressed for time sometimes). Make sure you've been given a time specific promise (e.g. I'll call you by the end of tomorrow). Ask them for their direct line number to get them again (this isn't always possible in call-centres, but is more possible than they like to let you know).
4. Ask for head of the company / division and write them a personal letter (you can mark it "Private & Confidential" if you wish, but that doesn't always work) asking them to resolve the problem, the stress it's caused, etc. Don't threaten to sue them or anything, make it clear you want to business with them in the future, if only this could be sorted, etc. Again, make it time driven "I'd appreciate a response within 10 working days." (or similar).
5. If all that fails, phone and aks if they have a complaints procedure / leaflet, and could you be sent a copy. Write a letter and make sure it's headed "Formal Complaint". Ask them to treat it under their complaints procedure (knowing what it is will help, make sure they stick to it). Again, be reasonable in the letter. Don't demand compensation unless it's strictly justified. Ask for the contact details of the manager / officer who is dealing with the complaint.
Depending on the company, you will have different recourse. Most industries have an "Ombudsman" who ultimately, can fine the company, etc. But in most sectors you need to have gone through the companies internal complaints procedure first. If they're regulated more heavily (like the telecoms industry) you can complain directly to Oftel (although they'll be more willing to do something if you have complained directly to the company first).
6. Ask the CAB if they can draft a letter for you, and if they can clarify the legal position. Is what's happening illegal, a breach of company/industry policies, or simply annoying? A complaint from someone who knows their rights will be taken more seriously.
6. Write a letter to your MP / coucillor (this may not be appropriate) or trading standards, or Watchdog, or whomever. Make sure the company knows you are doing this before you do it so they have a chance to respond.
7. After this, you may need to consider legal action, but I'd imagine it'll be sorted way before this.
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