Written on: 11/08/2012 by Zeus77 (2 reviews written)
Ordered a phone online, all seemed to be going smoothly, phone was due to be delivered Wednesday, it is now Saturday and it still has not been received. Granted this has been due to Yodel (they have been just as unhelpful) as they appear to have lost the parcel.
After waiting in for 3 days and getting no help from Yodel, I called e2save on my mother's behalf as she had to go out for a hospital appointment.
I gave the order information, the "customer service" person then asked to speak to mother. I advised that she was out, and that she hadn't received her mobile yet so couldn't call.
She then said that she cannot help me "because of data protection"
I politely corrected her, advising that the data protection act prevents her telling me any sensitive or personal information, and that she isn't telling me any information. She again insisted that she couldn't help "cos of data protection", queried that I don't think they understand the data protection act. Advised her again that she doesn't have to tell me a thing about the order, the delivery, anything, that I just wanted to inform them that the phone they promised us would be delivered on Wednesday had still not been delivered, hoping that they would then chase it with yodel, and therefore the data protection act does not apply here.
She then said "no we can't do any actions, or go into the order because of data protection" - again corrected her, you can go into it whenever and as often as you like.
I then asked to speak to a manager and was told "a manager won't speak to you". I asked why not and she just said "they won't speak to you because of data protection". I told them that I didn't want to speak to the manager about the phone, I wanted to speak to them to query their customer service and pass on a complaint. She refused to put me through to a manager.
Absolutely shocking. If customer service managers are not prepared to speak to customer's to listen to a complaint then they are in the wrong job. The constant hiding behind "data protection" as an excuse not to help and fob me off when all I wanted to do was notify them that my phone hadn't turned up and then maybe contact the delivery company. But know, they didn't want to help at all. I will never use them again even if my phone does eventually turn up and even then we're in a mind to cancel it. I will be writing a letter to their MD, although I probably won't get a response "because of data protection innit"
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