Long delays in responding

CaravanKPS
CaravanKPS Forum Participant Posts: 4
edited June 2012 in Your stories #1

My Wife and I recently returned from the Lake District, during our stay the Caravan clud had been advised that remedial works had to be undertaken on the electricity supply inot the club site and the local village.

The wardens had placed notices advising people of these works, but these would only have been seen if you had used the toilet blocks or had gone to the main reception.

The club had arranged for one generator to be installed however this could not feed all of the site, the reaon I was given at the time was that the generator was to small, in fact the problem was that there are two seperate supplies that feed the site and the club never ordered a second generator.

The problem with having no electrical feed to the caravan was not such a big deal, we changed the fridge over to gas and that was that.

The problem comes when trying to get information on when or even if the power supply was going to be installed.

So on our return home we decided to contact the club and made a formal complaint, we promptly received a reply advising that the area site managers are out and about and will not be in a position to respond  and that we can expaect a reply within 20 days.

Why do you have to wait 20 days for a reply, where is the customer service here.

Would be interesting to hear from others who have made complaints and have had long delays in the club responding.

Comments

  • moffatian
    moffatian Forum Participant Posts: 4
    edited June 2012 #2

    moffatian---is---Ian Moffat

  • NatashaM
    NatashaM Forum Participant Posts: 27
    edited June 2012 #3

    Hello, Sorry to hear you have had to raise a complaint with The Club. We try our best to respond to all communication within a few days however when it is site related and needs to go out to one of our regional managers to get a full and accurate response
    it can take longer, especially as we move into peak season and they are very much on the road going from site to site. Hopefully your response won't take this long and I will ensure the team have seen your post on Club Together.

    The Club takes customer service very seriously and just need to ensure that you get the correct response.

    Natasha

  • Back2Sorento
    Back2Sorento Forum Participant Posts: 75
    edited June 2012 #4

    Well that's one way to get amore interested response !!!

  • CaravanKPS
    CaravanKPS Forum Participant Posts: 4
    edited June 2012 #5

    Hi thank you for responding Natasha, the interesting thing is today in the post came the reply, which contradicks everything the site staff told me, so who can be beleived. The excuse was that the club was given short notice of the essential works, the site
    staff told me it had been arranged some time back, the club said they secured one generator but this was to small to power all the site, acording to the site staff there are 2 distribution points within the club and the club only put in 1 generator. who can
    you beleive. My main complaint is the delay in responding to a complaint. Technology these days makes communications easy, a response could have been days not the as stated 20 days, I wonder now had it not been for this post would the letter had been received
    today, makes you think.

    I am more than impressed with the club wardens and the commitment from them in making holidays a success, but it always comes back to the support services, the people who you NEVER see, so when there is a problem where are they, they should be there taking
    the questions. Why was the area manager not on site when there was this ARRANGED power outage, Why had we not been advised via email that there was going to be a problem, lets face it a bit of TLC does go a long way.

     

Categories