Robins and Day put to the test

As you probably know my motorhome is based on a Peugeot short wheel base van. It was looked after by the same Peugeot dealer in Bensham, Gateshead until last year when I finally sent a complaint into Robins and Day head office. They had undertaken and recommended work that did not need doing, overcharged for work they did, done shoddy work which exists to this day, not done work that needed doing and given me attitude on the phone when I cancelled an unnecessary repair.

I went to a different Robins and Day in Benton in Newcastle on Tyne and they promised me a free 96,000 mile service, and a lifetime discount on work on my van as an apology. I accepted that.

Months later I went for that service and when they finished I found they had not identified a leak on the radiator, they did not change the air filter or the oil filter, they topped up the oil but put too much in and it had to be drained off later, and they failed to remedy a starting problem that’s been going on for about a year now.

I emailed Robins and Day again to complain and ask why I was being treated this way and what were they going to do about it? The least I expected was that my van would be repaired properly and all faults corrected. But no. Here’s the email I received from them today:

Dear Mr Finnigan

Thank you for your email received n(sic) the 26th February.

I am sorry to learn of the problem with your vehicle and of your recent experience with Robins and Day. Dealerships will always do their utmost to satisfy and accommodate all customers, however it is appreciated that misunderstanding and communication can arise on occasion. I am confident that it was not the intention of any dealer staff to appear disinterested and if this is the case I sincerely apologise on their behalf.

I have informed the Peugeot representative of your concerns and this information will be used to help the dealer improve their service levels. All customer feedback is taken seriously and we expect the highest standards of professionalism from out(sic) network.

May I take this opportunity to thank you for taking the time to inform us of your experience.

Stuart Adamson
Customer Relation Manger

So, I’ll find other dealers who will value my vehicle, look after it properly and carry out work to a decent standard. After all, their base rate is £93 per hour, you expect something for that amount.

Vodafone, Otelo, Ofcom and flying pigs.

Today I finally, after 5 months, got the response from Otelo that they promised last summer I’d have in 4-6 weeks.

When you have a problem with Vodafone, you contact Otelo who deal with it on your behalf. Ofcom don’t actually get involved at all. However your problem must have existed for 12 weeks before you can contact Otelo, (this is set to change to 8 weeks this year) and you must have used Vodafone’s internal complaints system. Well that part actually makes sense.

My basic problem is, my mobile broadband dongle with Vodafone stopped working very well, then stopped working at all last year. Between January and May I had problems which resulted in it being unusable. I was still paying the monthly fee the whole time. Vodafone sent me two new dongles, but as a program on Radio 4 recently highlighted, it’s the service itself that is at fault. They have basically oversubscribed their service, are not willing to invest anymore money in it, but are still actively selling the service. It’s not just me either. Visit Vodafone’s online forum and you will see hundreds of people with the same problem.

So after months of deliberation, Otelo has decided that even though I have constantly been paying my monthly fee, have had little service since Jan last year and none at all from May, their decision is that Vodafone should send me a written apology and refund me…wait for it…£30.

So as far as I am concerned, Otelo is just another paper exercise, same as the toothless trading standards and other useless organisations.

My advice to anyone suffering problems with Vodafone is don’t go down the complaints route you will get nowhere. Best just cancel your contract and go to O2 or Three both of whom offer a reasonable mobile broadband experience.

Dentist update.

On  tea-break from work. My jaw hurts like hell and I had to have paracetamols this morning again. It’s not bleeding anymore but it’s very sore, not just the gum where he took the tooth out but the jaw itself. My lip is bust inside too tut

I’ll be writing that letter tonight to complain.

BBC and their complaints procedure

Over a period of time I developed a dissatisfaction with the BBC. They are in my opinion, breaking the terms of their charter.

So I took advantage of their complaints procedure and wrote to them. After a couple of weeks of no reply, I decided to write again. Another couple of weeks went by and still no response, so I wrote again, but this time as well as commenting on the lack of response to my original complaint, I also made a complaint that their complaints process wasn’t working as I hadn’t had a reply to any of my emails. So I wished to complain about their complaints process not working.

Guess what? Yup that’s right … no reply!! So this week I’m going to send a good old fashioned letter to whoever is in charge because the BBC is publicly funded and MUST answer to licence payers.

I’ll let you know how it goes.