Today is a waiting game! Waiting for one installation of telephone and broadband from Virgin (between 08.00 to 13.00 hours) and one iPhone to be delivered from Orange (between 09.00 to 18.00 hours).
It’s 11.30 and nothing’s happened so far. Picture the travel, hospitality and tourism industry : can you imagine what people would say if they were told that the flight they wanted would be sometime between 09.00 – 18.00 or the room service they ordered would be between 08.00 – 13.00!
So how come we accept these very customer unfriendly terms? Virgin and Orange are both communications companies, you would have thought they would be able to call or text to narrow down the time gap, rather than the customer worrying about going into the back garden for five minutes in case they don’t hear the doorbell or knocker. To give Orange its due, it did text earlier to confirm, but all it said was that it was going to be today!
So first impressions of the brand are already forming. It isn’t particularly professional to give a nine hour time span for a delivery or a five hour one for an installation; especially from communication companies.
You begin to wonder, as you sit and look out of the window (yes, I know it doesn’t make them arrive any quicker!), what the actual service you are going to get will be like. Should you encounter a problem, will the customer care be there for you or will you have to take pot luck that someone will get back to you sometime? Only time will tell, that’s if anything does happen today!
(Originally posted 17.11.09)