Jeritilley A picture is worth a thousand words..

Posts tagged “customer service

Good Customer Service – Fujifilm

Thought for the day…”Prosperity tries the fortunate, adversity the great.”

“When one burns one’s bridges, what a very nice fire it makes.” (Dylan Thomas)

For the last 5 weeks, I have been without the camera, which suffered a cracked screen after being dropped onto the floor.    Sent it back to Fuji, but Norwegian Post (and there is a company who deserves to go out of business if ever there was one)  took 9 days to get it to an address near Oslo.   Then, after that delay, the camera got delayed for weeks due to the virus in the TNT Courier computer systems.   TNT seemed unable to get the camera delivered, and it just sat there for weeks, getting nowhere near the repair shop.   But here is the happy ending….Fuji (who are normally very good with customer service and backup) have offered to send me a new camera.  That was something that I did not expect, but it is good to know that there is good customer service around.   The feedback online is also good for Fuji, as other users have also written about similar good treatment.    So I am happy to continue using Fuji, just have to wait a little longer (now over 5 weeks) for the replacement to arrive.   Then back to photographing again.

Back in 2008, Singapore Airlines (one of the World’s great airlines) were still using 747s on the route from Zurich to Singapore.  The ‘Queen of the Skies’, weighing almost 400 tonnes,  is seen here taking off on 23rd May 2008 for the 10 294km journey back to its’ home base.  Flight time was around 12 hours and 10 minutes.

and another photo, an art gallery in Honningsvag, in the Artic north of Norway.

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RESPECT, CONSIDERATION & FAIRNESS

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Ebay email address – where is it?

Thought for the day…” Good judgement comes from experience.  Experience comes from bad judgement”.

“Success with negative attitude is called luck.  Success with positive attitude is called achievement”.

Have you ever tried to contact Customer ‘service’ at Ebay?   If so, then you will be as frustrated as I am.  Ebay makes it VERY difficult to contact them.    Yes, there is a ‘help & contact’ section, but this will merely lead you to suggested answers.   But try and find an email address for Ebay and you will get very annoyed.  They have made it deliberately difficult for you to contact them.    I merely wanted to contact Ebay to ask about a refund, but they do not publish an email address.  How crazy is that??   What reputable company does not want you to contact them???     Either way it has taught me a lesson.   If they are not prepared to publish and email address or put an online form for you to use, then they do not deserve trade.   It seems to be a trend with many companies now, making it very difficult or impossible for you to contact them by email.  They are happy enough to take your money, and make it very easy to pay, but when you want to contact them, that is a different matter.    Good customer service can actually be profitable for a company, whereas bad customer service actually drives customers away.     So why does Ebay make it so difficult to contact them by email???

One advantage of autumn is that it is a good time to go through the photo collection.  Here is one photo that I have converted to black & white….shadows from the railings on a bridge.

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and another photo from the archives…Afghani street traders….

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Last light of the day – sunset

Thought for the day….”Success is more aptitude than attitude”

“Heaven on Earth is a choice that you must make, not a place that you must find.”

As part of my job, I get to travel a lot, and you tend to notice the differences between countries.  At Singapore Changi (code SIN, and possibly the best airport in the world) recently the drinking fountains were closed for maintenance.  Being Singapore, with its fantastically well run services, the airport managers had thought to provide bottled drinking water at the water fountains so that passengers were not inconvenienced.   Travel further up to Norway, which you would expect would also be a well run country and things are the opposite.   In the Scandic hotel in Bergen, the orange juice machine was out of order, but nobody had thought to provide juice in jugs next to it.  Next hotel (again a Scandic hotel) and the coffee machine was out of order.   Just a handwritten sign on the machine saying that it was out of order.  Again, nobody had thought to provide a thermos of coffee to make up for the failure.   And as part of the ‘improvements’ to standard rooms, they do not now provide tea/coffee facilities in the standard rooms.  Gone also are tissues in the rooms, individual shampoo and conditioner and soaps.

And as if that was not enough, the Scandic hotels in Bergen (not cheap, as nothing in Norway is cheap) have decided that they will not put cutlery, cups or serviettes on the tables.   It is the same as the airlines, customer service is disappearing.   Scandic hotels may be happy to ask high prices in order to stay in their hotels.  The prices rise, but the service levels fall.   There comes a point when you say that enough is enough.   Why pay high prices for less service??     Perhaps they should let Singaporeans run the hotels in Norway??

And to end the day, a photo of the sunset near Alesund on the 18th July 2016….wonderful end to the day..

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and another photo from the archives…..happy boys in Albania

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Idiot of the Week award goes to……GoPro Customer Service

Thought for the day…” Feed the mind a positive seed in the morning and harvest the reward all day”.

” Failure is just success postponed”.

Idiot of the week award goes to GoPro customer ‘service’.    I am not sure if ‘service’ is the word that should be used here, I can think of some alternative words that are more appropriate.    The story so far……bought a new GoPro Hero 4 Black only to find that it gets hot whilst filming in 4K then cuts off to save itself from burning out.   Not very convenient if you are trying to film action, as you can bet that the camera will have cut out just before the exciting part of the action.

The GoPro Hero 4 Black user manual warns you about the issue, and advises you to stop filming and let the camera cool down.  Again, not very practical if you are in the middle of an action sport.   Lots of emails to/from GoPro customer ‘service’ but they are now trying to deny the problem, even though their very own user manual, written by GoPro themselves, describes the issue.      The latest reply from GoPro customer ‘service’  (there is that word again), really takes the biscuit…..

“I apologize if our manual guide mislead you, that was certainly not our intention , anyway i would like to explain you that TEMPERATURE ICON is not a bug or a issue, like in most part of electronic devices or cars for instance this icon is present with the only intention of alerting the user the camera becomes too hot and needs to cool down.

I imagine if you were driving trough the desert on your car and the temperature icon come up you wouldn’t for sure ask for a refund of the vehicle, same thing apply s to our camera, Your camera was designed to identify conditions of overheating and is designed to respond accordingly.” (quote end)

Well I can tell GoPro that if I bought a new car which was designed for the desert, and it stopped working in the desert after only a few minutes due to overheating, then I most certainly WOULD ask for a refund. Remember that this is a brand new ‘action’ camera which was sold as a camera that would record in 4K. Indeed it does record in 4K, but only until it gets hot and cuts out. So the people at GoPro are still trying to deny what THEY wrote in their own user manual. My retailer has been fantastic about this matter, and I feel sorry for them, as they are caught in the middle of this whole mess. It is not their fault that the NEW GoPro Hero4 Black is bugged with this issue. The real fault lies with GoPro, whose customer ‘service’ are real idiots for trying to deny the situation.  They were the ones who described the issue in the user manual, and so were aware of it from the start.   So it becomes rather stupid for them to now try and deny the issue, even though it is written in black and white.   And the people at GoPro are either ignoring or are deliberately not acknowledging the other postings on the internet.    People have been testing this camera with infra-red cameras to record the overheating.   Same issue there too.

Yes GoPro customer support, I most certainly WOULD ask for a full refund on a NEW car that stopped working after only a few minutes, especially if that car was sold as a desert car.  Same with your camera, which turned out to be a useless piece of kit that I have lost money on.   Customers can forgive a lot IF they see that a company is trying, but not if that company is being like an ostrich, burying its head in the sand.

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and another photo from the archives….The Bosphorus and city centre, Istanbul, Turkey…..

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Never again Air France/KLM – Not the Quality Spa Resort Hotel, Norefjell.

Thought for the day….” Have you ever thought that the word ‘politics’  comes from the Latin word ‘poli’ meaning ‘many’ and tics, which are blood sucking creatures?”

“Why does round pizza come in a square box?”.

Another airline on the ‘no-fly’ list, or rather, the AirFrance/KLM group.    I cancelled some flights with them about 2 years ago, and whilst I knew that the ticket was non-refundable, the taxes were (because they had not been incurred).  Yet try getting these unused taxes back from Air France (who are collecting the taxes in advance in anticipation that they will become payable WHEN you make the flights).     Lots of useless replies from their so-called Customer Service, many unanswered emails and also wrong answers from them when they did reply.  The matter dragged on and on, and eventually, a partial refund of the taxes was received, but even then AF took out an extra administration fee.

It should not be a difficult and frustrating matter to get unused taxes refunded, but with the KLM/AF group then it is.    The poor customer ‘service’ from AF, their frequent wrong answers, and also their use of  no reply email addresses just made the whole matter so frustrating.    Life is too short to have problems like these, so based on my experience of AF/KLM ‘customer service’ then I will not be making any more bookings with them.   Better to avoid problems in future, and I do not want another exercise in frustration, which is what dealing with AF/KLM turned out to be.    And any airline that sends out emails to which you cannot reply should be avoided.   Lesson learned !!  Good customer service is important, except, apparently at AF/KLM.     So by sending out emails that you cannot reply to, and by making the whole business of getting a refund of unused taxes so frustrating then they have lost all future custom.    Why send out emails that you cannot reply to, especially when those emails come from the CUSTOMER SERVICE department?     And why mess people around when refunding unused taxes should be quick an easy??   AF/KLM will not be seeing me onboard again.

An abstract photo today for a change.    Some beachside railings on a promenade taken from an unusual angle, and then cropped to make it a little more unusual.   See what you think.

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Airline complaint – Emirates – Not the Quality Spa Resort Hotel, Norefjell.

Thought for the day..” Deposit happiness into your day, instead of withdrawing sadness”.

We are now in the 21st century (at least according to the Julian calendar) and we are surrounded by technology.   Yet, despite all the technology, life is sometimes very trying.  I made a mistake and purchased an air ticket with Emirates Airlines.  I know now that it was a mistake, as I have experienced their customer ‘service’.   Customer service are not words that I would use to describe the treatment that I received, because the people that I have dealt with clearly do not know the meaning of the words.

The conditions of my ticket stated that I was allowed to change the dates of travel.  That is one reason that I bought that ticket, as the dates were very likely to change.   First problem was that online if you tried to change your booking, you first had to cancel your current booking, not a wise thing to do until you are sure that there is another flight available.     So the next step was to contact the online chat section to ask for help.    There I was met by the most unhelpful staff ever.   The first assistant (‘Mary’) refused to discuss or do anything with the booking, and kept saying that I should telephone in.  Not only that, but she ended the conversation without warning as well.   Tried again, but the next assistant was equally unhelpful.  So what is the point of having ‘online chat’ if the people there are not actually going to do anything???

So reluctantly, I telephone in.  Not just once or twice, but many times during the day, each time trying to get someone at EMIRATES airline to change my ticket.   Usual story, nobody would do it, and I was passed from department to department.   The end result was that a large part of the morning and afternoon were wasted on long (and for that read very long) telephone calls.   Useless customer ‘service’ department.     And to make matters worse, different people gave me different excuses.   They just did not want to change the DATE of travel as I asked for.  And remember, the ticket conditions said that I could change the date of travel.

So the next stage was to try email.   21st century, so of course, emails will make matters easy.  WRONG.    Emirates do not publish their email addresses, and when you ask their staff, they will tell you that Emirates does not have email addresses for Customer Service.    And when you try and send emails to the addresses that you have already had messages from, they STUPIDLY send you a message back saying that the email address is no longer valid.   It is just their way of telling you to get lost.    If you want to pay for a ticket, then of course, no problems there, and they are delighted to make it all very easy online, but when you want to email them, then that is a different story.  Any airline that hides its email addresses is a bad airline.   An honest, open airline will not make it difficult for customers to contact it.

So having wasted a LOT of time on calls, online chats and trying to email, I am stuck with travel date that I do not want.    What is the end result of this?    Emirates have now guaranteed that I will NEVER make another booking with them.  I know that there are decent, open and honest companies out there, and Emirates has proved that their customer ‘service’ is appalling.    So Emirates have lost out in the long run.   I have asked them for a full refund so that I can go and book with a quality airline (such as Qatar) but I guess that I will never hear from Emirates again.  They have got my money already, and that is probably the end of story.  But for me, it was the end of bookings with Emirates.

On the subject of customer service, I will quote some good words written by Mike Michalowicz.  What he writes is very true, and the staff at Emirates should read these.  Thanks to  Mike Michalowicz  for these words –

“The Four Phrases of Amazing Customer Service……..Want your customers to spread the word about your hotel or Restaurant? …….Start by surprising them with the best customer service they’ve ever gotten:

1. “I don’t know, but this is what I’m going to do.” You’re not always going to have the answer to every question at your fingertips, and your customers will understand that. What they expect in exchange, though, is honesty and follow-up. The key here is to make a clear commitment like, “I’ll call you by 5 p.m. with the answer,” and then keep that commitment.

2. “I am very sorry.”  When you or your company make a mistake, the customer wants to hear you accept responsibility and apologize. Too many customer service reps have been trained not to accept responsibility, in some cases because they fear the legal record of having admitted failure.

3. “Yes.” “Yes” is what your customer wants to hear, and your goal should be to say that word whenever possible, especially if you’re working through a problem. Customers want progress.

4. “Is there anything else I can do for you?” Here’s your perfect wrap-up. Not only does this question give your customers the opportunity to bring up additional concerns, but it also lets them feel as if they’re in control. They can ask for additional information or can thank you for your spectacular service. Giving your customers the opportunity to raise additional concerns lets them know you value them enough to spend time ensuring they’re satisfied. Even if the customer called with a problem, if your customer service team can work through a resolution and end on a positive note, you can earn and keep those customers for life.
Source: Mike Michalowicz”

And today’s photo comes from the Korean capital of Seoul.   Nothing to do with airlines, but a nice photo!

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More colour, new apartments Oslo – Not the Quality Spa Resort Hotel, Norefjell

Thought for the day….”  A fool and his money are soon elected”                     ”  Money often costs too much”

21st century.  Some companies have still not accepted this fact.  Far too many companies are not making it clear how to contact them using email.  There are so many websites where email addresses are either hidden or else are just not there.  Try contacting a customer service department directly at an airline.   Air France/KLM for example, seem to make it near impossible to get hold of their customer service department, and even when you do, they do not want to help.   Other companies hide their email addresses, making contact difficult.   Very easy when you want to pay or buy something, but when you have a query or want to get a refund, then it is a very different story.    Just been trying to contact AVIS to cancel a car reservation, but have spent a lot of time trying to find their email address.    Lesson learnt for next time !

Proving how bright colours can improve a modern building, here is a photo of some new apartments in Oslo.   The effect of the bright colours in breaking up standard concrete and glass apartments is wonderful, and the warm shades catch the attention of passers-by.  This was one of a series of shots, just waiting to get a passer by in the right position to finish off the photo, as here.

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Desperation in El Salvador – Not the Quality Spa Resort Hotel, Norefjell.

Thought for the day…” A good idea without action is as pointless as a spear without a tip”.

”  The hardest part of getting to the top is getting through the people at the bottom”.

How stupid is this.   I am still trying to get a full refund from Air France (not a good airline), and after sending yet another email to them, I received the following reply-

“Thank you for your Email alerting us to the problem you have been having with your refund .For further investigation , I would like to advise you to contact our Customer Care Department directly.

Sorry for any inconvenience caused, but there is no direct Email addresse to contact the Customer Relations Department .”

How stupid is it that Air France claim that their Customer Care (and there is a misnomer if ever there was one) do not have an email address.  They even answered my email to say that they do not have an email address!   And how are people supposed to contact them?   What a way to run a business.    So if anyone from Air France is reading this, then get your act together.

With a population of around 6 million, El Salvador is the smallest country in Central America.  It has frequent earthquakes as it is on the Pacific Ring of Fire, , and also has around 20 volcanoes, with two of them active recently.  A large part of its foreign earnings come from residents who work abroad, maninly in the USA.  Sadly, it has one of the highest murder rates in the world, with drugs and gangs being prevalent.  Spanish is the main language, and the US dollar is used as currency.    A popular national dish is the pupusa, which is a corn tortilla, usually hand made and often filled with cheese or beans.    Fried plantain is a popular breakfast item, as is deep fried cassava root.    The capital, San Salvador, has around 2 million people, and lies in a volcanic valley.

The photo here comes from the town of Naza, El Salvador, the look is either desperation, sadness or hopelessness.

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Hats off – Not the Quality Spa Resort Hotel, Norefjell.

Thought for the day…..” Pay attention, it is free !”    ” There is more than one door into wonder”.

“If anger is your most frequently used outlet, then try unplugging it for a while”.

Air France/KLM deserve to go out of business.   I am still arguing with their so called ‘customer service’ for a refund of taxes on an unused ticket.    Their ‘customer service’ staff clearly have no interest in trying to resolve matters, and seem intent on just annoying even more passengers.   I am not surprised that Air France/KLM group is making big cutbacks.  At one time, KLM used to be a good airline (probably Air France too), but not anymore.    Far too few staff working in their check-ins/ground staff, and also old, tired aircraft and crews that also seem to have lost interest.    Even if their fares may appear cheaper, life is too short to have unpleasant flights, unpleasant staff, and a customer service section that appears to be ANTI customers.   Had Air France/KLM processed (or even agreed to the refund) in a reasonable time, then possibly more bookings would have been made with them.    But their ‘customer service’ has just been so bad over the last flights that they are now no longer an option.   The good thing is that some of the Eastern/Middle Eastern Airlines (for example, Qatar Airways) are FAR superior to Air France/KLM.    The unhelpful replies from their ‘customer service’ have done it now.   No more flights with Air France/KLM.  Not just one flight that has led to this decision, but a series of poor flights and poor experiences with them.   I could write a long story about some of the incidents, over many flights.   Life is too short to endure the poor treatment by Air France/KLM.  I hope that they are soon bankrupt.  They deserve to be.

And for the photo today…..some hats on a market stall.   But can you guess from which country?

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Photo of the Day Sunday 3rd February 2013 – Not the Quality Resort Hotel, Norefjell.

Thought for the day…”Don’t take life too seriously, you will never get out of it alive’.

“I used to eat a lot of natural food, until I learnt that most people die of natural causes”.

“Life is sexually transmitted”

If anybody from the ‘Customer Service’ section at KLM/Air France is reading this, then would you please tell me how you got jobs in ‘customer service’.   Apparently, KLM Air France are unable to answer emails and also do not know the importance of customers.    But hey, hopefully KLM Air France will be out of business soon.    With customer ‘service’ as bad as they have, then I am surprised that they have lasted so long.    But the staff that KLM Air France have working now are lucky, they get paid for seemingly doing nothing.   Terrible airline!!

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