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[omegod]

I was having trouble with the remote fob for the calibra as the rubber surround had disintegrated so It was seperate from my keys and bound to be lost, could not find a replacement case/surround for love nor money anywehere. Contacted the UK distributor of GT alarms who gave it the classic " we will ring you back" but didn't bother so I emailed the manufacturer on Friday to see if they could sell me a spare or point me in the direction of getting one. Nice email back saying sorry we dont produce that model anymore but will check the warehouse, got into work this morning to find a package with two brand new fob cases/surrounds in..posted gratis at their expense from Italy !

Shame the UK end didn't give a crap

[tigers_gonads]

Good result that 

[Del Boy]

Great service, don't hear much of that now .

[PhilRich]

Excellent!

[Dishevelled Den]

That's great news Ome - well done to them.

[bootie]

Following on, same subject, different product.
Insurance:- did the usual online search, found one cheaper than the renewal figure, so went ahead and called them up.
During the course of the call I was informed they would need my driving licence copy and proof of NCB. As I was away to work the next day I asked if I could scan and send by email, they would be .pdf so unable to be altered (easily), this is when the fun began, yes they could accept a scan of the proof of NCB but the licence had to be copied and sent by mail!???
I asked him if he could clarify that with his superior, he got a bit huffy and said he was the department head.
Ok, so duly scanned and emailed the proof of NCB, but to get the copy of the licence in was going to take a while blah, blah blah.
At that time I asked them to put a note against my screen details to the effect that allcommunication be by email from then on.
Went away to work, nothing heard for a month, got back home and found a letter saying that the proof of NCB was not good enough and they were going to cancel the insurance w.e.f a date 7 days hence, which was 2 weeks after I got back. WTF!

Called them straight away to see what the score was, I was still insured but they had taken more money from my card as they now said I did not have any NCB!  Jeez, I did one on the phone but still remained fairly polite, asked them to have a look at the notes against my details.....does it still say contact by email only?  Oh yes sir but we still have to send out letters!
So where was my email then, .....um......um.....um, could you hold please.

Another voice, asking for more details about the previous insurer, so I told them and also informed them that the underwriter was the same as they use....... I left it at that, saying I would be getting back to them through their complaints procedure.

Couple of days later, I got an email from the new business manager, he apologised, firstly for the wrong info regarding scans and email and secondly for the lack of email comms and thirdly for the mistake regarding the NCB proof (which was fine)
In that letter he stated that all monies taken over the original quote had been refunded (they had) and for the trouble caused to me they would also credit me with £50!!!!!!

I would have been quite happy just to have the insurance at the original price with my NCB as it should be. The £50 was a nice bonus. I did ask if I could reproduce the letter as an example of good customer service but he declined, stating it was a private contract between myself and the insurance broker.

Just goes to show that it's there, even if you have to look really hard to find it!

Jon