Customer service triumphs and fails

Which of these companies do you think will survive the slump?

Glasses marketing – Customer service fail

I love funky glasses. So I was delighted when my favourite spectacles website announced a redesign and extended range. I fancied a new pair so clicked through, only to find my login details no longer worked.

No probs. Their service is usually really good and I trust them to sort it out for me pronto. So I email their customer service team. A week later, nothing. I email them again. No reply.

Yesterday I filled in their on-site callback request form, asking for a call at 9am this morning. Right now it’s 11.48 and I haven’t heard from them. A resounding fail. I am disappointed of Brighton and I won’t be using them again.

EON marketing – Customer services win

On the other hand when I hopped over to the EON website to see if there’s a cheaper electricity and gas tariff, it took me less than two minutes to switch. The information on their site is wonderfully clear. And the automated confirmation email that came through within seconds is a triumph in friendly, warm plain English. Here it is:

Thanks for changing your energy product to E.ON Energy Fit Plan from E.ON Energy Online. You’ll see this change on your  next bill. 

We’ll send you a letter in the post confirming your new prices and Terms and Conditions in the next few days.

Please let us know within the next 14 days if you change your mind by calling us on 0845 059 9905, or completing a switch  back on the website if this is the first time you’ve changed your product. You’ll only be able to switch back to your previous product online if we’re currently selling it, if it’s an old version of a product it might not be available any more and you’ll need to call us if you want to switch back. 

Not bad in a week when energy companies are being slammed for price hikes and poor customer care. Thanks EON.