After sales service should not be an after thought part 2

Following on from my previous post on the (still ongoing) saga with CCL Online, I should really apportion the credit (read: blame) where it’s due.

For while CCL Online need to work on their after sales service, they are a computer retailer and not a delivery company.

For that, they choose to utilise the services of City Link (at least they do at the time of writing)

CCL guaranteed a next day pickup between 12-2pm. City Link failed to arrive and we chased up CCL

The second time, I asked for a pickup slot between 10am-12pm as we were headed workwards afternoon and evening. City Link did show for this collection: at 3.30pm.

Calling City Link the next day we first got someone saying that the pickup had been rescheduled for the same time that day.

Unsurprisingly, no City Link driver turned up.  An hour or so after the scheduled time slot had passed we called the local Beckenham branch of City Link to find out where the driver was. The lady who answered cut us off. We called back and spoke to a Marcus who said that the driver wasn’t answering his phone but he’d give him a personal call then get back to us.

Except he didn’t.

So around 4.30pm we called again (fourth time today!), speaking this time to a Tom. Tom told us that no pickup had been scheduled, that City Link doesn’t try to re-schedule missed collections and that, contrary to what CCL had told us, they don’t guarantee any time slots for collection.

So again we called CCL and again we have scheduled a pickup.

I think at this point, it’s probably easier to rent a car and take the dratted laptop down to the Beckenham City Link ourselves.

The story continues …