A customer experience about Team Knowhow

Status: Approved

#CustomerService #Other #Communication  Furious Frustrated 

What happened

Hi Emily, In July my dishwasher broke . First the call centre gave a wrong address to the engineer .After I spent one month when I could speak a manager who corrected my address in the system. 17/09/20 the engineer arrived (during this time as well I paid the insurance but I had not a working machine ) .The engineer said I will get a voucher on email the voucher. After 5 days I called the knowhow call centre and they looked me stupid I can not check my spam box and just I not found the email and cut off the call.After 1 hour holding the phone again I got a promise I will get on text it. I have already did it when the 72hours gone . So far I was on phone more then 6 hours and lots of social media platforms where I trying to get back my money . I read lots of platforms the voucher is holding back lots of people waiting the voucher and delivery. Last answer a was: “Good morning, I'm sorry to see that this e-voucher has not arrived. My colleague has escalated this to manager level and is awaiting a response at the moment. Gus“ And Good morning, I'm sorry to see that this e-voucher has not arrived. My colleague has escalated this to manager level and is awaiting a response at the moment. Gus

What I wish had happened

If I pay the insurance and if the machine break I would like to get engineer in time and if he can not repair ai would like to get a voucher because I would like to buy a new one.

Where this happened

Other - I bought the machine at Curry’s and there I signed the Knowhow insurance

Team Knowhow Customers

Most talked about by Team Knowhow customers

High
Low

How this makes Team Knowhow customers feel

High
Low
23% Customer Service
Feelings:

Frustrated

Furious

Let down

Disappointed

Disgusted

Anxious

Annoyed

18% Delay
Feelings:

Let down

Frustrated

Annoyed

Disappointed

Furious

Disgusted

Anxious

15% Communication
Feelings:

Furious

Frustrated

Anxious

Let down

Annoyed

Disgusted

Disappointed

15% Inconvenienced
Feelings:

Disappointed

Frustrated

Let down

Annoyed

Furious

10% Other
Feelings:

Furious

Disappointed

Frustrated

Let down

Disgusted

Anxious

8% Financial Loss
Feelings:

Furious

Frustrated

Disgusted

Let down

Anxious

5% Fraud
Feelings:

Disgusted

Frustrated

Furious

3% Returns
Feelings:

Disgusted

3% Rudeness
Feelings:

Let down

Disgusted

Annoyed

Electronics Customers

Most talked about by Electronics customers

High
Low

How this makes Electronics customers feel

High
Low
26% Customer Service
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Let down

Disgusted

Unsatisfied

Anxious

Unhappy

Offended

Surprised

Miffed

Saddened

Displeased

13% Financial Loss
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Let down

Disgusted

Anxious

Unhappy

Unsatisfied

Displeased

Insecure

13% Inconvenienced
Feelings:

Frustrated

Annoyed

Disappointed

Furious

Let down

Anxious

Offended

Disgusted

Scared

Surprised

Miffed

Unhappy

Unsatisfied

Displeased

12% Communication
Feelings:

Frustrated

Furious

Annoyed

Disappointed

Disgusted

Let down

Anxious

Unsatisfied

Scared

Miffed

Unhappy

8% Quality of product
Feelings:

Frustrated

Disappointed

Annoyed

Let down

Furious

Unsatisfied

Insecure

Displeased

Saddened

Disgusted

Unhappy

7% Delay
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

6% Rudeness
Feelings:

Annoyed

Frustrated

Let down

Disappointed

Furious

Anxious

Surprised

Offended

Insecure

Saddened

Disgusted

Unsatisfied

3% Fraud
Feelings:

Frustrated

Annoyed

Disappointed

Disgusted

Anxious

Scared

Unsatisfied

Furious

2% Returns
Feelings:

Annoyed

Disappointed

Frustrated

Displeased

Disgusted

Unsatisfied

2% Other
Feelings:

Furious

Frustrated

Disappointed

Disgusted

Anxious

Let down

2% Delivery
Feelings:

Frustrated

Annoyed

Disappointed

Furious

Disgusted

Let down

2% Service
Feelings:

Delighted

Satisfied

Happy

Pleased

1% Discrimination
Feelings:

Furious

Disgusted

Offended

Disappointed

1% Expectations Exceeded
Feelings:

Delighted

Happy

Satisfied

1% Quality of product
Feelings:

Satisfied

Delighted

Happy

Pleased

1% Communication
Feelings:

Delighted

Most positive experiences about Electronics companies

High
Low
  1. Currys PC World
  2. Team Knowhow
  3. Sparrow Electronics
  4. Samsung

Least positive experiences about Electronics companies

High
Low
  1. Apple
  2. Bosch
  3. Dyson