Tweet
Well my friends, Hubby has an Ideal World account (unfortunately) and in the past few months, with our nice little PPI payment, we have spent quite a bit with them, for example a new mattress etc, and they were FINE, until...
10.1.2013: Hubby orders a Tomtom Sat-nav, with free lifetime maps.
13.1.2013: Hubby receives said product and attempts to register it with Tomtom.. problem.
No proof or Purchase was sent to him, and the only proof he has is an EMAIL from them that we cannot download. They do not accept Screenshots unless you have the date and the time the purchase was made, and if it is in a readable size. Fair enough Tomtom.
Spend over an hour trying to sort this out via Tomtom, told to contact Ideal World.
13.1.2013: call no 1. Advisor repeatedly tells me that my English is very bad, that I am indistinct on the phone and that I am not making sense (words used, could you please send a reciept for the Tomtom as we don't have one). After 9 requests I am put on hold for 20 mins and transfered to technical support who say please ring the customer services and ask for a reciept.
13.1.2013: Call no 2. Advisor states that my English is bad and she cannot understand me, by now I am slightly.. shall we say Peeved? and state "I am the former Station Announcer for Marylebone Station, High Wycombe and all stations in between, if anyone can speak English it is me." The advisor then says (about herself) I cannot speak English, I do not understand you. She then puts me on hold for 30 mins while she rings Tomtom so she can transfer me. She comes back to say Tomtom have declined the call as it is a Ideal World issue and again I say "Can you send me out a paper receipt that we can scan on to the computer?" The phone is put on mute and the line is dropped.
13.1.2013: Call no 3: I speak with "m" customer service Manager, once again I am told my English is bad and he cannot understand me, until I drop the words Office of Fair Trading and "Bad service", then surprisingly enough I sound like Joanna Lumley and speak perfect English. I am told to download the email (been trying all day and is impossible, even Tomtom admitted that) and forward it. Ask for a paper receipt, even if it's a fax! Told again that I have all the P.O.P I need in the email. When I explain again that it is not acceptable to Tomtom and I need a receipt, I am transfered cold to Technical Help who cold transfer me back to Customer Services and the call is dropped.
13.1.2013: Call back for returns address, told that I must send package to a courier, then the courier will return it to me. Refuse point blank, the courier can come and collect it or it goes direct to them Via Royal Mail. Told this is unacceptable and I must go via Courier, but they refuse point blank to arrange collection. Put on mute while they discuss this (VERY bad CS ettiquette)until I mention to Hubby that I am a qualified T/L in a call centre and that I know what they are doing, surprisingly they come back to the line.
Explain this will be the last purchase I make from Ideal World and we require refunding and the account closing.
14.1.2013: Return Tomtom to Ideal World via Rec Del.
19.1.2013: Receive Satisfaction Survey from Ideal World, return it will VERY UNSATISFIED through it.
21:1:2013: Receive email and Survey back saying the feedback did not meet their guidelines.
22:1:2013: Contact them re refund, told they cannot see the Satnav as back as yet (they have had it 4 days according to R.M). Explain it was sent Rec/Del and that I know they have it as I checked with R.M. Call dropped.
22.1.2013: Speak with another advisor who says I am sorry I do not speak good english, and transfers me to another agent. Again ask re the refund, to be told I SWORE at the previous advisor, demand call listened to and Manager call me back regarding this.
23.1.2013: Manager finally returns call and confirms I did NOT swear at Advisor as SPECIFICALLY (the word he highlighted as the reason he terminated the call) is not foul language. Advised On This Occasion (despite the fact it is a legal requirement in the first 14 days) they would issue a full refund. Emailled Proof Of Postage, plus costs to Ideal World, plus email to close account.
2.2.2013, receive refund for Satnav and half the postage costs. Email to demand other half.
TODAY: Call to see where the other half is, and to shut down account.
Told there is no way the account can be shut, we just don't use it, then told that Hubby cannot formally request closure of the account as they will "Look Bad", then told we need to talk to Escalations as this is "Serious". Agree to be transferred to Escalations, call transferred to be answered (Put the coffee down.. I accept no responsibilty for spluttered coffee on laptop screens) by THE SAME ADVISOR using a different dept name!!
He insisted I go through the complaint again, despite admitting he was the same person I had spoken to not 5 mins earlier, but he was not party to the Convo I had with "His colleuge"??? IT WAS THE SAME GUY!!!
Advisor refused to shut account.
Advisor refused to give postal complaints address (its ok I googled it)
Advisor refused C/S manager name.
Advisor then, remember I am asking to shut the account, offered me a £5 voucher off my next shop with Ideal World!!!!! The phone bill to them alone will be well over £30!!
My questions.
1: can they refuse to close the account (I doubt it)
2
oes anyone happen to know the C.E.O's name
3: WHY did Hubby ever decide to buy from them????
10.1.2013: Hubby orders a Tomtom Sat-nav, with free lifetime maps.
13.1.2013: Hubby receives said product and attempts to register it with Tomtom.. problem.
No proof or Purchase was sent to him, and the only proof he has is an EMAIL from them that we cannot download. They do not accept Screenshots unless you have the date and the time the purchase was made, and if it is in a readable size. Fair enough Tomtom.
Spend over an hour trying to sort this out via Tomtom, told to contact Ideal World.
13.1.2013: call no 1. Advisor repeatedly tells me that my English is very bad, that I am indistinct on the phone and that I am not making sense (words used, could you please send a reciept for the Tomtom as we don't have one). After 9 requests I am put on hold for 20 mins and transfered to technical support who say please ring the customer services and ask for a reciept.
13.1.2013: Call no 2. Advisor states that my English is bad and she cannot understand me, by now I am slightly.. shall we say Peeved? and state "I am the former Station Announcer for Marylebone Station, High Wycombe and all stations in between, if anyone can speak English it is me." The advisor then says (about herself) I cannot speak English, I do not understand you. She then puts me on hold for 30 mins while she rings Tomtom so she can transfer me. She comes back to say Tomtom have declined the call as it is a Ideal World issue and again I say "Can you send me out a paper receipt that we can scan on to the computer?" The phone is put on mute and the line is dropped.
13.1.2013: Call no 3: I speak with "m" customer service Manager, once again I am told my English is bad and he cannot understand me, until I drop the words Office of Fair Trading and "Bad service", then surprisingly enough I sound like Joanna Lumley and speak perfect English. I am told to download the email (been trying all day and is impossible, even Tomtom admitted that) and forward it. Ask for a paper receipt, even if it's a fax! Told again that I have all the P.O.P I need in the email. When I explain again that it is not acceptable to Tomtom and I need a receipt, I am transfered cold to Technical Help who cold transfer me back to Customer Services and the call is dropped.
13.1.2013: Call back for returns address, told that I must send package to a courier, then the courier will return it to me. Refuse point blank, the courier can come and collect it or it goes direct to them Via Royal Mail. Told this is unacceptable and I must go via Courier, but they refuse point blank to arrange collection. Put on mute while they discuss this (VERY bad CS ettiquette)until I mention to Hubby that I am a qualified T/L in a call centre and that I know what they are doing, surprisingly they come back to the line.
Explain this will be the last purchase I make from Ideal World and we require refunding and the account closing.
14.1.2013: Return Tomtom to Ideal World via Rec Del.
19.1.2013: Receive Satisfaction Survey from Ideal World, return it will VERY UNSATISFIED through it.
21:1:2013: Receive email and Survey back saying the feedback did not meet their guidelines.
22:1:2013: Contact them re refund, told they cannot see the Satnav as back as yet (they have had it 4 days according to R.M). Explain it was sent Rec/Del and that I know they have it as I checked with R.M. Call dropped.
22.1.2013: Speak with another advisor who says I am sorry I do not speak good english, and transfers me to another agent. Again ask re the refund, to be told I SWORE at the previous advisor, demand call listened to and Manager call me back regarding this.
23.1.2013: Manager finally returns call and confirms I did NOT swear at Advisor as SPECIFICALLY (the word he highlighted as the reason he terminated the call) is not foul language. Advised On This Occasion (despite the fact it is a legal requirement in the first 14 days) they would issue a full refund. Emailled Proof Of Postage, plus costs to Ideal World, plus email to close account.
2.2.2013, receive refund for Satnav and half the postage costs. Email to demand other half.
TODAY: Call to see where the other half is, and to shut down account.
Told there is no way the account can be shut, we just don't use it, then told that Hubby cannot formally request closure of the account as they will "Look Bad", then told we need to talk to Escalations as this is "Serious". Agree to be transferred to Escalations, call transferred to be answered (Put the coffee down.. I accept no responsibilty for spluttered coffee on laptop screens) by THE SAME ADVISOR using a different dept name!!
He insisted I go through the complaint again, despite admitting he was the same person I had spoken to not 5 mins earlier, but he was not party to the Convo I had with "His colleuge"??? IT WAS THE SAME GUY!!!
Advisor refused to shut account.
Advisor refused to give postal complaints address (its ok I googled it)
Advisor refused C/S manager name.
Advisor then, remember I am asking to shut the account, offered me a £5 voucher off my next shop with Ideal World!!!!! The phone bill to them alone will be well over £30!!
My questions.
1: can they refuse to close the account (I doubt it)
2
oes anyone happen to know the C.E.O's name3: WHY did Hubby ever decide to buy from them????
Comment