Worst Customer Service Ever?
On the 15/12/2021 we reported a fault with our front door. On 28/2/2022 one of Pennine’s fitters came but brought the incorrect materials to repair the door. We were informed that the correct parts would be available by May 2022. I contacted Pennine Aftercare several times during May but could not get any worthwhile information on when they would be coming to repair my front door. At no point did anyone return my calls. On 16/6/2022 I received an email informing me that one of their engineers would attend to repair our front door on 15/9/2022. On the morning of 15/9/2022 I rang to confirm that someone would be coming and later that day got an email saying that they STILL had NOT received the glass from the supplier so their engineer would not be attending. Again, at no point did anyone from Pennine Aftercare show any intention of contacting me to let me know that they would not be attending.
During a discussion with a Pennine Aftercare Customer Experience Coordinator on that day he assured me you would get back to me as soon as he heard from the supplier as to why they had not delivered the windows for my front door. I am writing this review on the evening of 20/9/2022, and I have received no communication since. It is now NINE AND A HALF MONTHS since I first raise the issue with Pennine Aftercare and still no closer to having my front door repaired. The level of service we have received from Pennine Aftercare is appalling. I only gave it one star because I could not give it zero stars, which is what this atrocious level of service deserves.
Comments on response from Pennine: -
This is the first time that I have been told the glass within our front door became obsolete and that this was the reason that your engineer brought the incorrect glass for replacement back in February 2022.
You did indeed inform me in writing about the difficulties you were facing between December 2021 and June 2022. BUT ONLY IN RESPONSE TO AN EXTREMELY CRITICAL COMPLAINT SUBMITTED BY ME.
I would also point out that you stated within the SAME written response that you had overcome these issues by recruiting a new engineer and were now able to deal with customer’s issues and asked that I accept a further 3 month delay to the 15 September fitting with a potential cancellation appointment should one occur. This I did, for what it was worth.
You imply in your response to this review that you informed me that the engineer would not be attending as agreed on 15 September after you found out the supplier had not delivered the replacement glass. I can assure you that this is NOT the case. You responded to my telephone call requesting confirmation that someone would be attending on 15 September as agreed (I was told this specifically by the Customer Experience Coordinator dealing with my enquiry as he did not start to look into this until I rang).
I would also like to make it clear that I have not received a single correspondence from anyone in your company without me first contacting them (with the exception of cold calling from members of your sales team).
You have stated that the supplier informed you that they had ‘misplaced’ the order and that you have raised another order. Giving that you have said in the first paragraph of your response that you work on a 3 day delivery from this supplier I am puzzled why I have not been contacted by someone from your Aftercare Team to discuss and agree a new installation date as you must now surely have the glass.
For the record I have seen absolutely zero difference in the atrocious level of customer service when comparing the first six months of this saga (when you claim the issues were directly due to the effects of the pandemic and four terrible storms) and the last three months of this saga when you stated that these were no longer an issue.
Pennine Home からの回答
Thank you for your review.
We are sorry to read your comments.
The original glass in your door became obsolete from our supplier, without prior notice, replacement glass was received without the correct backing. The glass was ordered from another supplier; however, glass is ordered for delivery 3 working days before the remedial appointment date.
We informed you in writing that we were still suffering the consequences caused by the pandemic and the affect it was having on recruitment and to our supply chain. We also confirmed that we had to triage our outstanding works by priority need due to four storms the country experienced that caused significant damage to customer installations; therefore, a glass replacement was not ruled a more priority than a major water leak. We provided you with a new appointment and the glass ordered. The glass was not received from the supplier before the installation date; therefore, we contacted you to inform you of the same. The supplier confirmed they had misplaced the order and a new order was placed.
We will refer this to our Aftercare Team so they can inform you of the expected delivery date and to arrange a remedial appointment.
Whilst we apologise for the delays experienced, indirect delays caused by suppliers and extreme weather conditions, are matters outside of our control.
If you do need to contact the Aftercare Team, they can be reached by the following methods:
Telephone via 0191 2667777 (Option 4)
Email via Aftercare@PennineConservatories.com
WhatsApp via 07515 055009
Web contact form via www.PennineHome.co.uk
If you require anything further, please contact us via CustomerServices@PennineConservatories.com
Warmest regards,
Pennine
