2ND UPDATE (21st Aug): I am checking this out with Ofcom. They have been carrying out an investigation into the use of automated calling systems and "silent calls". But I think this Automatic Call Interrogation is a new(ish) phenomenon and so I am hoping they will start a new investigation. CJ
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UPDATE: 8am this morning got another call from Tescos'automated harassment machine. I am going to take it up with OFcom... this can't be right in a so-called civilized society! CJ
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I know their boss is a Scouser, but to my mind Tesco and its staff are getting a far too big for their boots.
Terry Leahy should take note that he could so easily alienate his customers. Remember what happened to Gerald Ratner!
Well, I think it's time we took Tesco down a peg or two.
Tonight I feel like the Peter Finch character in the film "Network". As he said "I'm as mad as hell and I'm not going to take this anymore!" I hope you'll join me.
Okay, I admit I've stopped shopping as Tesco much after they enlarged our store in Bidston, Wirral. They made it so big and unwieldy that it's painful to shop there.
On top of that they stopped stocking my favourite Red Delicious apples and when I asked why they said they were "not on the stock list". Later I found them stocked in another branch and filled in a complaint form. Weeks later I got a reply that can best be summed-up as "Computer says no!"
Asda is cheaper. The fruit (including top notch Red Delicious) is excellent and the staff are human.
However, I felt my hackles rise immediately when I got a call from one of Sir Terry's computers. In the shape of an automated, disembodied voice, ringing my mobile... and not speaking until I did!
It was like a dirty phone call. Horrendous!
At first I switched it off. "Damn cheek! I muttered. "So I am a couple of days late paying a credit card bill. They can wait!" (I had been away on holiday).
But that was just the start of it. Over a period of three days I must have had about 15 calls!
I was so annoyed at the harassment that for two days I refused to deal with the automaton who called me "Kris-tof-er-jons-en" in a voice sounding like she was Stephen Hawking's rude sister.
I happened onto the Financial Services Ombudsman's website and found that it was silent on this topic. I penned an official letter of complaint.
Minutes later the mobile rang again (at least the 5th time today) with the Tesco voice asking whether I was "Kris-tof-er-jons-en".
Blood pressure rising, I decided to play their game and spent five minutes going through a long rigmarole to tell them that I had made a major payment.
The machine then mentioned the number for complaints. Ah ha! I could not resist ringing up to let Tesco themselves know that I was not amused by their automaton.
I got a chap named "Oliver". Gave him my details and explained that I wanted to make a complaint about the automated harassment.
But Oliver ignored my plea and told me that he wanted to know how much I had deposited in the account.
Imagine my annoyance then, having told the machine about the payment, at being quizzed again by this abrupt and dismissive Oliver.
I must confess a note of ire entered my voice when I told him that I had made a complaint to the Ombudsman and that I would be making a complaint to the Banking Codes Standards Board.
Getting quite rattled Oliver told me: "We have done nothing wrong!"
"With respect Oliver," I told him, "I don't think you are qualified to express an opinion on that. That's why I have complained to the Ombudsman. Now I want you to register my complaint on your system."
"I don't take kindly to being patronised like this!, " He yelped. "I'm going to terminate this call..." And the line went dead.
Oh no! I was not going to stand for that. Why should we? I was as mad as hell and I was not going to take any more!
I had not been abusive and did not use a single swear word. How dare he?
To cut a long story short I rang back and got "Holly" who expressed the opinion that "Oliver was only doing his job.."
I had a cordial conversation with her and discussed the concept that "the customer is always right" pointed-out that I had not been in any way abusive and asked her to get a more senior supervisor to listen to the recording (I was never warned the call would be recorded but of course they all are).
Senior Supervisor Sarah Knight called me back and another lively discussion ensued in which I pointed out that Tesco needs to learn some lessons in how to treat is customers courteously if it wants to kept them.
She tried yet again to argue that Oliver was "only doing his job".
Was I supposed to feel sorry for him having to work?
When I pointed-out that "doing his job" should not include slamming down the phone on customers wish complain, she grudgingly agreed that he should not have sone it, since he did not have a reason to do so.
So the customer WAS right after all!
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