BJH Windows and Conservatories: A Review

The Requirements

Some months back we decided we needed to have a glazier:

1. Replace our front door and the window above it
2. Replace the two faulty double glazing units in our back bedroom

After obtaining several quotes we settled on BJH Windows and Conservatories of Farlington. Not only did we choose them because they were by far the cheapest, but also because they had fitted a new back door for us a couple of years ago and had done a superb job.

This is a decision I now regret.

Before I tell the tale, I should say this: individually, the problems I experienced with BJH were relatively minor, and the end result really isn’t bad – not great, but reasonably adequate given the price. I realise that we all have bad days, we all make mistakes etc. but when the problems accumulate like this,  you can’t help feeling somewhat let down.

So here’s my story, as best I recall:

The Quote

At first, things went well. Appointments for both the quote and measure up were kept, and were handled professionally. We were promised that once we had paid a deposit and sent off the deposit insurance paperwork then work would start as soon as possible. So I did my bit, and then waited.

And waited.

Eventually I called BJH and asked for a fitting date. At the time, nothing was available, so I called again some days later and was finally given a date when work would commence.

I had to call them

I was to expect someone on Wednesday June 10th. I arranged for my wife to be at home that day, and waited in whilst she took my son to school. Having no idea what time they were likely to come, I called BJHat around 9:30 AM. I was told that one of the fitters was off sick, so they couldn’t come that afternoon as planned.

I had to call them.

Later that day, we arranged for the fitter to come between 8:30 and 9:00 on the morning of Thursday 18th June.

The Job

At 9:00 on 18th I called to check that the fitter was still coming. They assured me he was, and indeed he arrived a few minutes later.

The fitter was late.

Unfortunately, neither my wife nor I were able to remain at home, so I left the fitter to it and went to work.

The Results

When I arrived home, I was very disappointed to find that there were numerous faults with the work that had been done:

1. My doorbell was missing.
2. Down the left hand side of the front door, on the inside, there was a great big gap in the trim.
3. The door wouldn’t open properly because it fouled on a (tatty looking) piece of trim.
4. The spy-hole in the front door had not been tightened up, so it rotated when the cover was opened.
5. The panel that formed the inside of the font door was not straight in the frame.
6. The trim above the door was not cut around the coving very neatly.
7. The new window above the front door was dirty.
8. The back bedroom window handles were loose.
9. There was a mess on the floor under the window in the back bedroom.
10. The new back bedroom windows were not clean.
11. The fitter had left one of his tools behind on a shelf in the back bedroom.

This is quite a catalog of errors.

The Complaint

Naturally, I called BJH first thing the following morning (19th) to complain. The receptionist claimed that it was the first time in 12 years that she had had a complaint about a job like this. She explained that no manager was available, but that someone would call me back.

By 12:00 mid day I had heard nothing. I called and was put through to a manager immediately.

Couldn’t the manager have phoned me?

I explained about the poor job, and agreed that the manager would come to examine the work. “I can only apologise”, he said. As mid-day Friday was too late to sort anything out before the weekend, he agreed to come at 9:00 on Tuesday 23nd.

The manager arrived on the 23rd at 9:15, and apologised for being late, blaming the traffic for his being delayed.

Could he have left earlier, knowing traffic is heavy in the morning?

The manager agreed that the fitter had made mistakes. He agreed that they would be put right. An appointment was made to do remedial work first thing the following Friday, 23rd June.

The Inconvenience

At 9:15 on the 23rd, I phoned BJHto find out if the remedial work was going to be done. I explained that I couldn’t wait in as I had to go to work. The receptionist told be that she would get back to me immediately.

At 9:30 I called again.

So much for immediately.

This time I spoke to the manager I had dealt with before. He explained that the there had been a mix-up, and that the fitter did not realise he needed to come to me first thing – he was planning to come later in the day. He had called the fitter and he had downed tools on his other job and was on his way. I replied that I was already late for work, was leaving immediately and that nobody would  be in to let him in.

Later in the day, I called again.

Me doing the chasing. Again.

The same manager said he “can only apologise”, and agree that the remedial work would be carried out first thing the following Monday, 29th June at 9:00 AM. Thankfully, I still hadn’t paid for the work at this piont (only the deposit). I stated that unless someone came on Monday then I would get another company in to rectify the problems and deduct the cost of doing so from the bill.

It shouldn’t have to make threats.

The Remedial Work

On the Monday, the fitter and his mate arrived at 9:00 as promised. I left them to carry out the remedial work.

When I arrived home in the evening, most of the work had been done. However, despite the manager’s promises:

1. The new windows were still not clean.
2. The trim above the door had not been re-cut around the ceiling mouldings.

I can live with these minor irritations. I shouldn’t have to, but I will.

I shouldn’t have to live with broken promises.

In addition to this, however, a large bottle of solvent had been left in the front room with the lid off. Apart from the fumes (my wife said that the house reeked when she got in), an open bottle of solvent is hardly the best thing to leave lying around in a house occupied by an inquisitive 4-year-old. Quite why the fitters were in the front room in the first place remains a mystery.

An open bottle of solvent, in reach of a small child…!

Given the problems I experienced, it would have been courteous if someone from BJHhad called me to ask if I was happy with the work. Needless to say, I have not heard from BJH since this date.

I’m not inclined to do any more chasing.

The Invoice

Finally, I decided to just pay the bill and get BJHout of my hair. I found the invoice somewhat confusing.  The amounts were correct, but they listed the replacement door as a back door rather than a front door. Unfortunately, this just confirmed my general impression of the company.

They couldn’t even get the bill right.

The Conclusion

BJH: Failing the Test, Time After Time

In conclusion, I’ll say this: these are my experiences (as best I remember), and may not be representative of BJH’s work in general. They have done some excellent work for me in the past. On this occasion, however, I feel let down. I will think twice before asking BJH to do any work for me in the future.

Wilkinson Plus, Wilkinson Minus

Someone on one of the Money Saving Expert’s forums described an offer where you sign up for a free month’s trial at Wilkinson DVD’s, and you receive a free boxed retail DVD from a list. The idea was that you get the free DVD even if you cancelat the end of the free month.

Now, in my book, free is a pretty good deal, so I signed up.

After the first month, I cancelled my subscription. Unfortunately, the cancellation request was received after a second set of DVDs was sent out, so I ended up paying for a month’s rental. I didn’t mind too much – the service was good value for the month, and I wanted to watch the movies I sent for anyway. I had better success cancelling my subscription at the end of the second month.

I must say, the actual DVD rental service was acceptable. The only down side is that you don’t often get your first choice of movie – you’re far more likely to get the less popular titles further down your list of choices. In fairness, however, that is all explained in the T&Cs. As a result, I have no complaints about the rental service itself: I just don’t need it.

The free DVD, however, is another matter.

On 3rd June I received an email that stated,

We are… pleased to confirm that you did fully qualified for the bonus DVD-to-keep that you chose on registration.

 And that I should,

allow up to 28 working days from the point of qualification to receive your Bonus DVD.

Unfortunately, I am still waiting. On 7th July I sent this email to Wilkinson:

Hi,

28 days have passed, but still no DVD. Is there a problem?

But received no response. Apparently, I am not alone in this experience. So today, I telephoned Customer Services.

The lady I spoke to initially was polite and applogetic. She explained that the offer had received more interest than expected, and that I should receive my DVD in the next couple of weeks. I gently pointed out that it would have been helpful if Wilkinson had emailed customers explaining that there is a problem, and that it would have been polite for them to have responded to my previous email. The lady explained that she was merely a ‘minion’ (her word) who had no power to make descisions about things like that. Fair enough. I asked if I could speak to someone who had more authority…

I think: Here we go…

I was put through to a Customer Services Manager.

I explained the problem, and said that I considered that the service I had received from Wilkinson was poor. I suggested that the readers of this blog might be interested in my experience with Wilkinson. The CS Manager then said that this “wasn’t fair”, because I had received the rental DVDs I had asked for.

I think: You have failed to deliver on your promise, but I am at fault if I tell people?

She explained that the problem was due to other larger companies using the same DVDs as part of their promotions, and that as a result Wilkinson had been unable to supply the demand. Apparently, Wilkinson is too small to compete against the big boys

I think: HMV is to blame for your customer service?

I asked why I had no response to my first email. I was told that there was no record of this email against my account, so that was not Wilkinson’s fault. This is strange – every other email I have sent recently has reached its intended destination, and my mail server says the email was sent.

I suggested that customers should be told about the delay, rather than having to chase things up ourselved. I was told that we already had! I explained that I have received no such communication from Wilkinsons. Again, the CS Manager stated that this was not her fault!

I think: MyISP is to blame for yourpoor cummunication?

I explained that I had a contract with Wilkinson, and that the company had provided poor service against that contract. The CS Manager insisted that there was no contract, because I had now cancelled my subscription.

I think: I have paid for a service that I have not received. It was part of my contract, but isn’t now because I don’t want anything else from you?

Finally, I was told that I would receive my free DVD within the next 7 days, and that I would have to amend my blog once it arived.

I think: We’ll see.

The CS Manager also said that she would look out for my blog!

I think: The one thing that fascinates me about this whole episode is that the Customer Services Manager was less skilled at dealing with my complaint than her “minion”. If the CS Manager had been genuinely apologetic, I would have accepted that delays sometimes happen, and looked forward to my free DVD arriving sometime in the next 28 days. In that case, this article wouldn’t even exist…

I’ll let you know how things turn out.

Update

The DVD did actually arrive within 7 working days!

Who know if it would have come at all unless I had (1) phoned to complain, and (2) threatened to publish all the gory details on this blog? Either way, I an delighted. Now, all I need is the time to watch it…

Barclays Bank, Barclays Bank, Great Little Product but the Communication Stank

I don’t have a problem with Barclays policies, but I do have a problem with the way they communicate them.

Last October I arranged a mortgage with Barclays. It was a good rate and they offered a good flexible features. Officially, the mortgage offer was valid for 6 months, but we were told by the Barclays rep. that sold us the mortgage that it would still be available after the 6 month period. We were delighted – we had a good offer on our property, and had an offer accepted on the house of our dreams. Sadly, through no fault of ours, the sale of our property fell through. We were forced to pull out of the purchase of the house we wanted. Time passed…

Finally, another offer on our property, another offer of ours accepted. Now, I quite understand that keeping a mortgage offer open indefinitaly is impractical, but I had been made a promise. Just over 6 months had passed, so I went back to Barclays for them to make good on the rep’s promises. When I called a general mortgage line, I was told that the offer had expired. Disappointed, I explained about the original promise. The lady I spoke to asked me to hold while she spoke to her supervisor. A few minutes later, I was assured that Barclays would honor their agreement and I could have the original mortgage at the original rate. All I had to do, I was told, was to contact the original rep. to verify my financial status had not changed, and to pay another £90 admin fee. I would have understood if my request had been declined, but again, I had a promise. I was delighted.

…until half an hour later when I called the person I had originally spoken to. She was very nice, recalled our previous agreement, and genuinely sounded as though she wanted to help. Unfortunately, she said, she had no authority to reinstate our mortgage offer. She explained that the offer had expired. I explained that someone had agreed to honouring the original promise just half an hour previously, and that she had told me that I could extend the offer beyond the 6 months. She spoke to her supervisor, tried to get things fixed, but ultimately failed. She suggested that I had grounds for complaint, and suggested that she initiate the complaints procedure on my behalf. I agreed.
By this point, I felt let down. I would not have minded if the offer had just expired after 6 months. What bothered me was that I had twice been told – by different people – that I could extend the original offer beyond the initial 6 month period.

Finally, someone from the complaints team called me. At this point things went downhill. Again, I was not surprised that the outcome of the conversation I had with the complaint handler was that there was nothing that could be done for me. However, I was stunned by way that my complaint was handled. The lady I spoke to:

1. opened the conversation by getting name wrong (she used my middle name instead of my surname)
2. did not appear in the least bit interested in my view of the situation
3. did not clearly establish the grounds of my complaint (she assumed that it was the decision that was made not to extend the mortgage offer, but was in fact the false promises that I had been made)
4. was not interested in what I thought would be a reasonable resolution (a partial refund of my initial fee as a gesture of good will), but just kept repeating that Barclays could not extend a mortgage offer indefinitely – something I had never, in fact, asked them to do
5. kept telling me that she had no record of the promises that I had been made (as if that were my fault)
6. was very abrupt, to the point of downright rudeness
7. said that the only thing that she could do for me was send me a leaflet from the FSA.

In conclusion, Barclays financial products can be good, but sometimes their ability to communicate their policies accurately, and deal with complaints politely, falls far short of the mark.

Lessons Learned: If it is not in writing, it doesn’t exist.

A Barclays sales rep. has left a message that I should call him to talk about my mortgage needs. I doubt that I will return the call. After all, I have now arranged a mortgage with First Direct, one of Barclays competitors. I got a much better deal than I ever would have had with Barclays.

72 Year Old Refused Alcohol

Back in September, the BBC reported an incident where Supermarket staff had refused to sell alcohol to a white-haired 72-year-old man – because he would not confirm he was over 21.

Alliance Leicester Account Switching (Dis-)Service

My ‘phone was cut off this weekend.

The Alliance & Leicester did it.

I am not a Number…

But if you treat me like one, I’ll be a complex irrational.

Perhaps if You Ignore Me…

On 27th May I emailed ChoicesUK to complain about their termination of a loyalty scheme just before we were due to receive our free bonus DVD rental. I am very disappointed to report that the company completely ignored my email complain.

Cost of Quality vs Low Customer Confidence

I believe in offering excellent service to my customes.

As an IT Professional, this means that I believe that the IT department has a responsibility to provide an excellent service to computer users. The trouble is, ‘excellent’ means that all the niggly little problems with applications need to resolved quickly, effectivey, and once-and-for all.

Unfortunately, this often appears to be an expensive proposition. It can be time-consuming to fix every little thing, and people’s time can be relatively expensive compared to the immediate benefits of fixing every silly little problem. It is, therefore, very tempting to provide good service – or even mediocre service – instead of excellent service.

I believe that this is wrong. All wrong.

The Red Rover, West Wellow

Yesterday evening, my wife and son and I were travelling with friends on the A36. We stopped at the Red Rover in West Wellow for our evening meal.

The establishment was child friendly with clean toilets and good baby change facilities. The food was nothing special, but was good value for money. The staff were helpful and the atmosphere convivial. Service was swift, and there was no problem with seating and serving a minibus of 11 people on a Saturday night. When everyone else’s food arrived, my own meal appeared to have been forgotten, but the problem was soon noticed and rectified quickly with appropriate apologies.

There was one other problem. As my wife was tucking into her ham and eggs, she was amazed to discover a piece of foiled paper in her meal. It turned out that two of those small packets of butter had found their way under the food! As you can imagine, the food was saturated in butter.

When the waitress came to ask us if everything was alright, my wife complained, politely but firmly. To her credit, the waitress offered to replace the food and to speak to the chef. My wife refused: she explained (with good reason) that we were in rather a hurry and that we could not wait for the problem to be dealt with in that way. My wife suggested that she eat what she could, but that we could be offered something off our bill instead. After consulting with the landlady, we were refunded the price of my wife’s meal.

We think that this is excellent customer service. We would recommend Red Rover, and would happily stop there again in the future.

How I See Myself Professionally

My present job title is Analyst Programmer.