The message below headed by "Totally Unreliable" is from myself in January 2012
This is a follow up message today in February 2012 to let you know what the outcome was of my complaint.
As you can see - I have given them 5 stars. I believe that is fair because the average will balance out to be 3 stars (due to my 1 star last time). That is fair because the situation did happen (bad) and they have now resolved it (good). So overall, from me, an average result will contribute to the board.
I probably sound like I complain a lot. Trust me - I don't - but this incident got right on my back and so I was always going to take it further.
I was phoned by a nice man called Nigel after I made my complaint. He assured me the situation with the estate agent in question (not named here as you can only name good people) was more of a ¢â‚¬Å“one off¢â‚¬Â situation, and fell below the standard usually expected of estate agents at Life Residential.
I took him at his word on this. But simply an apology I felt was not good enough because anyone these days can utter the words ¢â‚¬Å“I apologise¢â‚¬Â. It is just used too often these days. You know the kind, ¢â‚¬Å“TFL apologies for the late running of this train. We are sorry for the inconvenience caused¢â‚¬Â. One wonders what would happen if TFL had to pay everyone £2 for the inconvenience each time. It should be possible in today's modern world. We could all just tap the oysters at the offending station as they could be switched on to give back a few quid!
LOL I digress!
My point being that I felt that providing some compensation in this case was appropriate. Yes it may have been a ¢â‚¬Å“one off¢â‚¬Â but it was me who felt the (cold) effects of this ¢â‚¬Å“one off¢â‚¬Â. If it is not going to happen again, then compensation to me should be generously given and the company will not have to worry about other customers asking for compensation all the time, because this was a ¢â‚¬Å“one off¢â‚¬Â right?
That is the way I felt anyway. I explained my reasons and like a reasonable man Nigel listened and was understanding. He later e-mailed to give a final apology and said that although they wouldn't give cash, they would give some vouchers. At first he offered M+S but as I don't shop there I asked if he wouldn't mind and Amazon gift certificate instead. He kindly agreed.
I want to be clear. At NO TIME did Nigel ask me to write this positive review in order to receive the certificate. I know some of you could be thinking that at this point and so that is why I mention it. I know I would be thinking that. So, to be clear, the Amazon certificate of £20 was agreed BEFORE I let Nigel know I would be happy to write a follow up positive review on my experiences from the complaint onwards.
Thank you again Nigel for your understanding. I have not been permanently put off Life Residential as Nigel could see my logic and responded appropriately for my time and inconvenience. I can get a good DVD with the money. I may even come back one day and use their services. I have found a place now, so cannot this time. But I feel that also says something that they gave this. It is easy to give to a potential customer where you get the business, but he knew I had already had found somewhere ¢â‚¬â€œ so that says a lot. Thanks again.
This matter is now resolved.