border border border
Brigatti On-line -
border border
HomeNewsWeblinksContact Us Friday, 18 January 2019    
    arrow       Home

Main Menu
 Tribute to our Father
 Site News
 Web Links
 Personal Sites
 University Sites
 Client Sites
 CV | Résumé
 Contact Us
 Brigatti Forums
 Brigatti Blog
 Brigatti Singapore Blog
 My New Life in Singapore
 Brigatti Gallery
 Recommend Site
 Site Map
 - - - - - - -

View Aaron Brigatti's profile on LinkedIn

My Profile on Facebook

Login Form


Remember me
Forgotten your password?

Who's Online
We have 47 guests online

Online Users
No Users Online

Hit Counter
5790856 Visitors
(Since Aug 2004)

Google Adsense

Brigatti Cloud

actually   although   another   anyway   around   being   bonnet   brigatti   certainly   clio   couple   days   decided   didn   flight   friday   going   greek   having   holiday   hotel   into   issue   maintenance   managed   mechanism   nice   not   opportunity   really   renault   safety   service   simply   site   something   vosa   wanted   weeks   without   years  

Did you know?
The average rate of motion across the San Andreas Fault Zone during the past 3 million years is 56 mm/yr (2 in/yr). This is about the same rate at which your fingernails grow. Assuming this rate continues, scientists project that Los Angeles and San Francisco will be adjacent to one another in approximately 15 million years.

PayPal Donation
Support Brigatti On-line, by making a small donation:

Written by Aaron Brigatti  
Saturday, 21 February 2009

I posted on 11th January in my blog, an outline of the 'bad' experience I received due to an auto-renewal issue with my AXP Insurance policy - which inadvertently didn't "auto-renewal".

Well I complained initially as I wanted to avoid a repetition of this issue to the other members of the public, as an AXP employee it was my duty to protect the Blue-Box (AXP brand).

I don't think the Insurance team initially thought too highly of my complaint, as they tried to brush me off with a 5% discount for a discounted-Staff premium which was originally £39.90 anyway - so the "refund" was for about £2. Hmmm a pretty insulting gesture if ever I called one! Anyway, they did also honour my claim for a refund of the roaming mobile call to get the policy force-renewed, all of £21 - ha!

Anyway, I accepted the gesture of goodwill!

On 3rd February, I called the Insurance Customer Services team and commented that I didn' receive my paperwork. They duly raised the request for the documentation to be re-sent to me - they used the words re-sent as if my original documentation had been sent (inaccurate in my opinion!)

On the same day, I dropped a quick e-mail to the representative who sent me the earlier response to my complaint - with a simple message stating that "I had experienced another experience of appalling customer service as I had not received my policy paperwork". Short and sweet. This time, I got a timely response about 3-4 days later stating that they did feel it was "unacceptable" that I had renewed and paid my policy premium on 9th December, but the renewal documentation was only sent on 3rd February. They acknowledged that "they were aware of errors occurring in relation to policy renewals and documentation being sent" - obviously, accepting that there was extraordinary problems being experienced with the whole process.

Based on this, they accepted I had been inconvenienced again, and would arrange for a delivery of wine to be sent to me - which would take 7-14 days. They then considered the matter concluded and said that this was the final response that they would send me, and I would have to take the matter forward with the Ombudsman if I was still unhappy.

A week passed and no documentation appeared, so I again responded via e-mail stating this, and said "I couldn't consider the matter concluded until I had received my paperwork" - the cause of the latter part of my complaint, and noted that I found it very frustrating that AXP Insurance would want me to escalate this to the Ombudsman for something as lame as not sending me my policy documentation!

I decided to escalate this matter to the immediate team leader, and also her Director line manager - both duly have subsequently intervened and acknowledged that the whole matter was not dealt with well at all, and common-sense had not prevailed at during the resolution of the complaint as the representative could have easily checked my level of satisfaction throughout the case, and phoned me to check that the documentation had been sent!  (She didn't by the way!)

Although the Director raised my point about how insulting I had found the initial 5% gesture, he wanted to bring into the mix the fact that I got my roaming call paid for, and the complimentary wine that was being sent to me (he also acknowledged that the Wine Supplier had also experienced some delays in fulfilling their order too! Ha!) and that they did not consider that they would need to extend the gesture further.  I confirmed that I wasn't doing it for the money, but to ensure that they act properly and supported our customers, rather than trying to brush the matter under the carpet!

I hope the necessary people have been "spoken" to about this, and in any case I've now received £18-£20 of wine for my troubles!

Just a lesson learnt on how to better deal with customer complaints and ensure the customer is satisified as part of the resolution of a complaint.  Quite important methinks!


Only registered users can write comments.
Please login or register.

Powered by AkoComment 1.0!

go to top Go To Top go to top

How can Brigatti Online be improved?
More photographs / pictures
More up-to-date news (inc. blog) entries
More interactive functionality
More news of interest
More fun modules

Yahoo! Finance
Yahoo! UK & Ireland Finance -
ticker or name

Symbol lookup

Currency Convertor

Convert this amount

of this type of currency

into this type of currency.

Universal Currency Converter service and trade mark under license from
Terms of Use

Privacy Policy FAQS
Powered by

Most Read - Request for Your Profile to be added
Masters Graduation Ceremony
A life-threatening near miss with my Renault Clio on 27th March
Swanking New Samsung HD-LCD 40" TV!
Buying my own place!

© Copyright 1995- Aaron Brigatti. ® All Rights Reserved.
Disclaimer | Privacy Policy | Terms of Use.
Page was generated in 0.191417 seconds
powered by mambo OS
border border border