VTEC Complaints/Correspondence

[applepie2100]

Does anyone have any idea how long it's currently taking to get a written response out of VTEC regarding a complaint?

Despite escalating the issue over the phone twice and e-mailing twice including one e-mail copying in their MD I've yet to receive anything other than an auto response to a complaint that's now seven weeks old.

Does anyone have any hints or tips to help speed this up?

 

[ChathillMan]

I got a full response and delay Repay in 3 days. I suppose it depends on the complexity of the case though

I just kept the initial complaint to a simple "Where from, where to, time of train, what happend"

I think if the agent dealing sees "war and peace" they are less likely to read it when others keep things straight to the point. I'm not staying that is right of course

Sent from my ONE A2003 using Tapatalk

 

[Chrism20]

Does anyone have any idea how long it's currently taking to get a written response out of VTEC regarding a complaint?

Despite escalating the issue over the phone twice and e-mailing twice including one e-mail copying in their MD I've yet to receive anything other than an auto response to a complaint that's now seven weeks old.

Does anyone have any hints or tips to help speed this up?

Going by the posts on their facebook page over the last few days I would say you are looking at six weeks.

They appear to be snowed under. Has it really been that bad recently?

 

[SaveECRewards]

It took around two months for me to receive a delay repay cheque. I actually submitted by email saying I preferred the voucher added to my online account rather than a cheque (something the Plymouth based team have managed for me). You'd think they'd prefer an eVoucher as it must cost less to offer than paper vouchers or a cheque and means it'll be used to book travel via their site. But for some reason the form that most people use doesn't give that option.

I think the delays have occurred for two reasons:
1. Bringing customer relations in house which I hope will be great in the long run but there has to be a learning curve plus a handover from the old team (EC outsourced it in 2011)
2. A big run of bad luck with excessive delays.

Let's hope there's not too much disruption before Christmas to allow the new team to get on their feet

 

[Clip]

It took around two months for me to receive a delay repay cheque. I actually submitted by email saying I preferred the voucher added to my online account rather than a cheque (something the Plymouth based team have managed for me). You'd think they'd prefer an eVoucher as it must cost less to offer than paper vouchers or a cheque and means it'll be used to book travel via their site. But for some reason the form that most people use doesn't give that option.

I think the delays have occurred for two reasons:
1. Bringing customer relations in house which I hope will be great in the long run but there has to be a learning curve plus a handover from the old team (EC outsourced it in 2011)

It should be the same team as they wouldve got TUPEd surely?

 

[gray1404]

I know when I had a complaint with VTEC and I emailed in twice, when I followed it up by phone, they said that when I emailed the second time it (in essence) made the system automatically knock my case to the back of the que.

 

[Chrism20]

It should be the same team as they wouldve got TUPEd surely?

Can't see there being many people on customer service wages wanting to move from Plymouth to Newcastle so it's very likely a large part of the team in Newcastle is new and still getting up to speed.

 

[JimmyR]

It should be the same team as they wouldve got TUPEd surely?

Different team. Old team was based in Plymouth via outsourced contract (provided by First Info/Intelenet/Serco) and the new one in Newcastle provided internally. The Plymouth office closed in August.