How long is too long to wait for a reply?

[whole diary]

[NickB]

There are well documented delays to replies from GWR^▸ (Great Western Railway) at the moment, but I was wondering how long I should be waiting for a reply before giving them a nudge?  For example, I sent a compensation letter in mid-December but haven't heard anything - did this even arrive or is it being dealt with?

Just wondering what current expectations for email and letter enquiries are these days?

[ChrisB]

Best bet, if you are on Twitter, is to ask that question to @GWRHelp. I'm sure they'll know.

[TaplowGreen]

There are well documented delays to replies from GWR^▸ (Great Western Railway) at the moment, but I was wondering how long I should be waiting for a reply before giving them a nudge?  For example, I sent a compensation letter in mid-December but haven't heard anything - did this even arrive or is it being dealt with?

Just wondering what current expectations for email and letter enquiries are these days?

I waited almost 3 months for a reply to a pretty basic enquiry - full saga here - happy ending of sorts though! 

http://www.firstgreatwestern.info/coffeeshop/index.php?topic=17573.0

[brizzlechris]

The auto-response is now advising of a wait of up to eight weeks (up from the previously advised three weeks).

[ChrisB]

See the new thread in Fares Fair about a letter to the Money Section in Saturday's Guardian....you are not alone

[jdw.wor]

A delayed journey in July had its compensation paid in December. Mind you, I didn't chase; I forgot all about it!

[didcotdean]

Maybe it should work like those penalties where if the compensation isn't paid in the due period it is doubled. Even better doubled every 28 days ...

Have to say that my only claim made was paid up promptly but that was some time ago.

[NickB]

I took your advice and used the twitter thing.
I had an answer within 5 minutes - which was great. The bad news is that my letter from 2nd December has been received and is 'in our backlog'.

[TaplowGreen]

I took your advice and used the twitter thing.
I had an answer within 5 minutes - which was great. The bad news is that my letter from 2nd December has been received and is 'in our backlog'.

 

After about 2 months of silence I escalated my enquiry to Mark Hopwood which at least seemed to get it on the radar & one of his minions updated me from there on in until I finally got a response, so you may like to try that?

And auto response announcing Eight week delays is absolutely appalling Customer service. They've had more than enough time to address this issue. If it's a lack of resource, get some more in.

[the void]

Customer Support is outsourced. The current problems started last year when the contract was switched to a new supplier. The new supplier failed to deliver as expected. A whole wave of new starters are joining the team next week, which should go some way to resolving the situation. GWR^▸ (Great Western Railway) do also have an in-house Customer Support team who deal with the more complex stuff, including the MD correspondence. I'm sure they won't appreciate being referred to as Mark Hopwood's minions!

[JayMac]

The new supplier failed to deliver

Of course they did. They're Crapita.

A whole wave of new starters are joining the team next week, which should go some way to resolving the situation.

Sufficient to cover those left/leaving because they've found a better employer than Crapita?

[TaplowGreen]

The new supplier failed to deliver

Of course they did. They're Crapita.

A whole wave of new starters are joining the team next week, which should go some way to resolving the situation.

Sufficient to cover those left/leaving because they've found a better employer than Crapita?

As someone who worked for a Business who outsourced some of their customer support to Capita..........and within 18 months took it back again as it was an utter disaster, I wholeheartedly agree with BNM........there is only one reason to do it - cost  - I challenge anyone to find me an organisation whose customer satisfaction ratings have improved since outsourcing to Capita.

[ellendune]

I challenge anyone to find me an organisation whose customer satisfaction ratings have improved since outsourcing to Capita.

I challenge anyone to find me an organisation whose customer satisfaction ratings have improved since outsourcing to anyone! Customer service seems to me to be a core function of any business and should never therefore be outsourced.

[simonw]

Totally agree.

Any company or organisation that out sources its reputation is mad and led by idiots!

Many parts of an organisation can be priced and costed, but no company should seek to put a price on its reputation. If customer service function is not working, get advise, consultants to help, but never out source to an external company.

[NickB]

Other than the issue of cost is there the benefit to companies outsourcing their customer relations of deniability. We are, after all, sat here now blaming Capita for these delays rather than pointing the finger at First Group.
I feel the same could be said about the TOC^▸ (Train Operating Company) vs Network Rail debacle. Could TOCs really run things better or is it just more convenient to have someone to blame?