ALi-B

iTrader: (1)

he's turned into a hairdresser

The Zohan

http://www.youtube.com/watch?v=O1qd19Ej4IQ
Remember now "Change the tone, avoid the pain!"

Allan

iTrader: (1)

Thanks I'll remember that, it's under guarantee at the mo so will keep sending it back in the hope they will fit a modified part. Shocking reliability with these when you google it.

pslewis

It staggers me why, when they are losing money, losing customers, losing market share, that they don't sort out their Customer Services???

Just sack every manager in the Customer Service Centre and poach some people from John Lewis!!

It is so simple, so easy, so obvious, that they deserve to go bust if they don't do what is needed ..... why do they continue to treat customers like ****? Why?

And, I don't want to see people lose their jobs ... unless they are part of the problem, that is!! But some company will fill the gap and jobs will be created.

Brun

I'm stunned that Kwik Fit are still going. I know not one person who whould take their cars there. Everybody seems to be of the same opinion of them, yet someone must be paying for their services

Steve vRS

Company car drivers have to use them . Ours are all contracted to go to Kwak Fit through Lloyds Lex Autolease.

Steve

Jaybird-UK

Every Impreza I've had has only had tyres from Kwik Fit. Never an issue.

Paulo P

iTrader: (42)

+1 on all of that. Curry's lost my wife's TV when she took it in for repair a few years ago, the TV wasn't old and they admitted they had lost it but refused to replace or refund until it had been missing for 28 days I'll never ever use them again after that.

Leslie

I would have thought that if they do go bust then all the goods they sell would become more expensive.

Les

Gear Head

iTrader: (2)

I bought a pc keyboard from there a few months back that was advertised as having a USB connection. Got it home and it was PS2!

Took it back and demanded that they sell me a USB keyboard at the same price as the PS2 one that I had bought. Ok, only a difference of £5 but that's not the point.
Agreed straight away. Blke probably couldn't be bothered to argue for the sake of £5!

I wouldn't blame the problems on the store managers. All of their guidelines come from the groups board. They are the one's that just have no idea.

Gary WRX

I worked for Dixons HO for 8 years in a number of roles (I moved on recently) and it saddens me to see them in such a tough position.

Over the past few years there have been significant efforts to improve customer service with huge internal development and investment to build a structure and culture that supports this however it will not happen overnight but is improving.

Bearing in mind they are the 2nd largest Retailer in Europe the short term effects if they went bust would be significant not only on the thousands of employees who would lose their jobs but also on the manufacturers and Brands who sell in products and services - Think about that before you make comments about hoping to see them go under.

I have friends who are still employed there doing a good job in a tough Retail environment and would not wish redundancy on anyone so wish them well.

ScoobyWon't

I'm afraid you'll have to spell that one out to me. I was thinking that the market would be flooded as the receivers try to dispose of stock.

Leslie

Yes you are probably right...initially.

Les

Jonto

He's right full stop, never mind initially.

Demand would still be the same, Tesco, Amazon, Argos would increase market share etc

Market would still be competitive and keep prices down.

r32

Good customer service, really isnt difficult. There are plenty of good models out there. It will only change from the top down.
But seriously the Management should be able to connect lost sales with loss of reputation.

jonc

I'm rubbing my hands waiting for the "Closing Down Sale - Everything Must Go!" sales!!

rickya

iTrader: (18)

ps Whats the source of this info about DSG being in trouble?

ScoobyWon't

They issued a profit warning.

JAutos

iTrader: (5)

Kwik Fit keep going on fleet management companies, i used to work for them and while i agree with most people the center i worked in was not like the rest, no ripping off and the team in at the time was a good one. But they pay poor wages and expect too much for the poor wages i walked out after 2-3 years of working their

JAutos

iTrader: (5)

The bad service comes from the staff so the only people going to lose their jobs are the ones who caused it in the first place, as they say what goes around comes around

Gary WRX

That simply isn't true

rickya

iTrader: (18)

DSG are a huge company & have recently restructured, I doubt there will be wide scale closures & redundancies. They'r biggest threat is the US giant "Best Buy" IMO

Gary WRX

It will be interesting to see how Best Buys business in the UK develops. They haven't had a great start as they have increased their forecast of a first year loss to £50m which is significantly higher than first thought

ScoobyWon't

Not the case, they've (Best Buy) only opened half the amount of stores they wanted to. There is more information on that story on BitterWallet.

Will

And as if by magic, I had a call from them this morrning They told me that they've written off the hoover and they will offer me an equivelant replacement, or vouchers if a suitable replacement is not available.

They told me I had to wait up to 7 days for a letter so I can take it in store to get my replacement. But, whilst I was on the phone with them, the letter was waiting for me on the welcome mat!!

Is this normal for a company to do this with an Extended Warranty?

The Zohan

Good customer service is not that difficult, even in big companies, other companies get this right time after time. the clue here is 'customer service', it is not a department, or a buzz word it is a top down way of working a 'state of mind' if you like when you deal with the public those little people who keep you in business those little people who have relatives and friends who love to tell how good x,y or z is.

DSG didn't become 2nd largest overnight and as it grows it must put in place plans and actions to keep up its service levels, that is one of the reasons why it pays the board senior management so much money.

If the stores close then shoppers will still shop and still need to buy white goods, etc so will shop elsewhere and no doubt need to increase staff as they take up the slack that closing Dixons, etc will leave.

These days people shop around and where as the likes of Dixons where cheap and cheerful they can be beaten on price and delivery in most cases by just a click of the mouse.

Gary WRX

I couldnt agree more and Dixons have been playing catch up with this I'm sure any of the Senior team would agree with that however from the new CEO down this new 'state of mind' is being filtered down through the organisation it jsut takes time to filter down to 20000 employees. I have seen harsh treatment of people who fail to comply with offering great customer service and putting the customer first in everything they do


Again, completely agree so Dixons differentiating factor going forward has to be the customer service they can provide and they are aware of this believe me

Gear Head

iTrader: (2)

They sell 'luxery' products that can be purchased cheaper else where. In these difficult times, no wonder they are going down the pan. It was like a ghost shop when I went in there on Saturday!

The Zohan

You ought to have a look back at my initial post and why i will not bother in future

I think what has really done for the likes of Dixons and Currys is the drying up of credit to the virtually uncreditworthy, the chavs who wanted a big telly and games consuls, etc and did not give a jot about the customer service or care just whether they could get credit - 0% interest for 12 months and 36 months to repay (if you could find them that is) with the drying up of credit to those who pose a risk. Up until then the likes of Currys and Dixons welcomed them with open arms. This must have been a shocker!

pslewis

There is a tipping point with everything .... I'm guessing that the years and years of appalling Customer Service has reached that tipping point.

They say that every unsatisfied tells 10 others about their bad experiences - it takes a while but eventually everyone who may be a buyer knows someone who has been treated like **** by DSG ... and that is the tipping point!

I really don't want to see redundancies by those innocent of terrible Customer Service - but I would cheer if the Group went down the tubes, they deserve it to be brutally honest.

Another would step into their shoes and may actually treat their Customers fairly ... I still cannot get over the fact that they told me, "Take us to Court if you feel lucky!" - so, I did - and WON!! They lost so much from that stupidity. They lost a TV, they lost a Customer and I told 1,000's of buyers about my experiences - and I still tell anyone who will listen!! It's staggeringly stupid when all they had to do was to treat me properly!