Occasionally I write about excellent customer service on this site; in fact the last post was about Zinc Sports is only a few days old.
Last Friday (6th September) though I had an experience of some completely inadequate corporate behaviour that I thought I’d publicise (especially as I could have been maimed).
During my commute from Daventry to my office in Milton Keynes, I was nearly involved in a collision with a Canute Distribution articulated truck. I was shaken up at the time and once in the office, decided to share my experience with the company.
If you visit the site you will appreciate that ‘contact us’ information is limited and hard to find. In fact I ended up submitting a sales enquiry but duly referenced as a ‘complaint and near accident.’
http://www.canutegroup.com/sales-enquiries/contact/
Here’s the detail of the note which was submitted via the Canute Distribution website:
Dear Sirs,
Just thought I’d let you know that one of your HGV drivers scared the life out of me in Milton Keynes today. I was a moment/inches away from getting my car written off as your driver pulled into my lane without seeing me. I had to lean on my horn and then pray your driver’s ears were working even though his eyesight had let him down.
Fortunately the driver did register me and then swerved back into his original lane.
The incident occurred on Portway, just off of the Northfield Roundabout (itself the first roundabout after Junction 14 on the M1 – both of us turning right) at 8:08am this morning.
Unfortunately I wasn’t in a position to get the registration plate for the truck but given that you track your vehicles, you will know who was in the vicinity at that precise time. After Portway, your truck turned right into Tongwell Street.
I was shaken and am now angry enough to write this note to you.
I’ll look forward to hearing from you.
Adrian
To give you some further insight, the driver of the truck came off the M1 and headed down towards the Northfield Roundabout in the middle lane, only to switch into a lane to turn right at the last moment before entering the roundabout. He proceeded to turn right into Portway (H5) utilising all three lanes of the roundabout before exiting on the inside lane. I was following and came off the roundabout on to the outside lane of Portway and started passing the truck.
As I was alongside the cab, the driver started to pull across into my lane...
Back to the enquiry of Canute Distribution; having taken the time to write and having outlined a serious situation, I expected a response from the company. Amazingly, despite the fact I left my mobile phone number, email address and ‘marketing manager’ job title, I received back absolutely nothing. No acknowledgement, no ‘sorry’, no ‘we’ll investigate and come back to you’.
And that, to be frank, is just appalling.
I was annoyed that my Zafira could have been written off and I could have ended up mangled or worse. To be fair though, accidents, or near misses do happen and whilst the driver wasn’t paying attention, he hadn’t intended to cause a crash. I am however furious that a note to the company resulted in no response at all.
Perhaps this post will change the outcome.
Whilst I will happily use my site to congratulate, I’ll also use it to challenge when I need to.
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Last Friday (6th September) though I had an experience of some completely inadequate corporate behaviour that I thought I’d publicise (especially as I could have been maimed).
During my commute from Daventry to my office in Milton Keynes, I was nearly involved in a collision with a Canute Distribution articulated truck. I was shaken up at the time and once in the office, decided to share my experience with the company.
If you visit the site you will appreciate that ‘contact us’ information is limited and hard to find. In fact I ended up submitting a sales enquiry but duly referenced as a ‘complaint and near accident.’
http://www.canutegroup.com/sales-enquiries/contact/
Here’s the detail of the note which was submitted via the Canute Distribution website:
Dear Sirs,
Just thought I’d let you know that one of your HGV drivers scared the life out of me in Milton Keynes today. I was a moment/inches away from getting my car written off as your driver pulled into my lane without seeing me. I had to lean on my horn and then pray your driver’s ears were working even though his eyesight had let him down.
Fortunately the driver did register me and then swerved back into his original lane.
The incident occurred on Portway, just off of the Northfield Roundabout (itself the first roundabout after Junction 14 on the M1 – both of us turning right) at 8:08am this morning.
Unfortunately I wasn’t in a position to get the registration plate for the truck but given that you track your vehicles, you will know who was in the vicinity at that precise time. After Portway, your truck turned right into Tongwell Street.
I was shaken and am now angry enough to write this note to you.
I’ll look forward to hearing from you.
Adrian
To give you some further insight, the driver of the truck came off the M1 and headed down towards the Northfield Roundabout in the middle lane, only to switch into a lane to turn right at the last moment before entering the roundabout. He proceeded to turn right into Portway (H5) utilising all three lanes of the roundabout before exiting on the inside lane. I was following and came off the roundabout on to the outside lane of Portway and started passing the truck.
As I was alongside the cab, the driver started to pull across into my lane...
Back to the enquiry of Canute Distribution; having taken the time to write and having outlined a serious situation, I expected a response from the company. Amazingly, despite the fact I left my mobile phone number, email address and ‘marketing manager’ job title, I received back absolutely nothing. No acknowledgement, no ‘sorry’, no ‘we’ll investigate and come back to you’.
And that, to be frank, is just appalling.
I was annoyed that my Zafira could have been written off and I could have ended up mangled or worse. To be fair though, accidents, or near misses do happen and whilst the driver wasn’t paying attention, he hadn’t intended to cause a crash. I am however furious that a note to the company resulted in no response at all.
Perhaps this post will change the outcome.
Whilst I will happily use my site to congratulate, I’ll also use it to challenge when I need to.
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