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Hi,

So I gather us Brits have a bit of a reputation about complaining. Far be it for me to break that stereotype!

I’m usually very level-headed when it comes to escalating issues with our vendors and service providers. My fuse is certainly longer than a lot of people I work with.

Back in July, we migrated one of our systems away from an ageing server located on our premises to a hosted system provided by a long established company with whom we had a good working relationship. Unfortunately, their hosted platform is terrible. They have a track record of continuously failing to meet SLAs and the uptime on the system is a joke.

Their projects team recently sent me an email asking for feedback, and I’m sorry to say it was the straw that broke the camel’s back (attached).

Maybe it’s over the top, but it was certainly satisfying to send!

  • Chris

Grrr.pdf (194 KB)

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Very polite.

Having failed to get the attention of our old voip provider via the usual means of phone, email or letter, we invoked the Direct Debit guarantee to get the previous 6 months of bills returned to our account.

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Would be interested to see their reply (if any)

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You were too nice on them

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Yes, it almost sounded as a thank you note. :slight_smile:

Now seriously, it was a very well written email, respectful, clear, and to the point. Most of us would have not been as civil as you.

Hope the return of your system in-house goes smoothly.

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To come full circle would be nice… Post their response when you get it back! lol.

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OK, I had a response back at 1400. But our account manager pre-empted this with an unofficial call this morning. Apparently my email caused a few chuckles in their offices. Always nice to hear.

Anyway, here’s the response:

Hi Chris,

Thanks very much for responding.

I have spoken to your account manager xxxxxx this morning and we’ll be assisting you in getting your xxxxxx system back in-house free of charge. One of our team will be in touch with you to arrange this.

I will be speaking to the appropriate team heads about the individual points you have made relating to support and the stability of the platform and will respond to you in due course. Some of my colleagues may also contact you.

With regard to the scheduling of training we have since changed our processes to ensure that this kind of issue does not happen again.

Once again, thanks for the feedback and apologies for the issues you have faced over recent months. We take customer care extremely important and will use your comments to ensure we learn from any mistakes that have been made and to improve how we deliver our services.

Best Regards,
xxxxxx

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We take customer care extremely important…

If that was the case, there would have been no issues. They seem to be “a day to late and a dollar short”.

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