What is it about companies that name themselves after huge natural geographic features like Amazon and Everest? Even the about to be nationalised Northern Rock might fall into the same category. Large organisations that build a decent reputation and then let it fade. A victim of success, perhaps, followed by a period of masterfully executed "hand sitting" on past glories. Or is it just a continuing acceptance of lower standards.
I regaled readers of this blog on 17 September with a string of "mishaps" and lack of communication by Amazon in "Up the Amazon (.com) Without a Paddle". To their credit, in January this year after a direct appeal to Chairman Jeff Bezos and another letter to the legal department, I received a reasonably terse note stating that they had removed the reviews to which I was objecting. It was as if they were saying, "If we say sorry, he might take us to court and sue us because we have admitted to identity theft". Despite my notes in writing that this was not what I wanted to do. Such is the level of concern today over litigation. The point is, it took over 6 months and much time-wasting to get a resolution to something that, I consider, would take rational, empowered people a month to decide upon. Anyway thank you, Amazon.com. Enough. Matter closed.
But no sooner have we navigated the Amazon, when up ahead of us looms Everest.
I honestly am not the complaining type, as a rule, but the parallels between Amazon and Everest incidents are scary. Forget the preamble about how we got into a contract with this "home improver". We did, based on a perception of product quality - and ignoring the advice of others. And that was when the trouble started. Letters from the company, resulting in emails by me to the author of the letters - totally ignored. In desperation, a letter to the Managing Director, which, unlike Amazon was actually responded to by a "Customer Relations Co-ordinator". Dates for commencement of the contract agreed; 9 days to complete the work. The workers didn't seem to turn up on nice days, and on bad weather days said it was too wet to work outside. Complaints telephoned in were - "noted". Scaffolding outside the house - creating an open invitation for aspiring burglars. More complaints, more excuses and, joy, an on-site meeting - some 20 days after the commencement of the contract. Promises that a couple of more days work would complete the project - but by now the house was going to be empty - and the scaffolding was still up - even more incentive for sharp-eyed burglars (as if they needed any!). After a further 16 days - during which time no workers came, the scaffolding still up, - and the burglars decided they were free and clear. They used the thoughtfully provided scaffolding, presumably disguised as workers if necessary, forced a window and then had enough leisure time to dismantle the alarm system and place it neatly on the floor. They then opened another window from inside the house, to provide another getaway.
Can you imagine what Everest has done since by way of response? If you said nothing, you are pretty close to the mark. The promised telephone call back? - not yet received. The faxed letter to the Managing Director? unanswered - not even by the Customer Relations Co-ordinator, who wrote somewhat hopefully in September 2007 "...we take our commitment to customer care very seriously". (And by the way, a copy of the letter is on its way by registered post so someone will have to sign for it!)
Oh well, they said that the Chinese Year of the Rat was not good for Roosters or Horses! And if the burglars happen to discover this blog, why the heck couldn't you have taken the ancient Volvo?
The rant? It all comes back to service standards and certainly to company leadership. We should be more serious about who we put in charge of companies, any company - and if there is a service provider out there named after another fabulous natural geographical phenomenon - you're not getting any business from me! It's too risky.
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