A complaint about Team Knowhow

Status: Approved

#CustomerService #Inconvenienced #Other  Let down Disappointed Frustrated 

Kindly shared by M. Macey

What happened

On the 14th November 2020, one of your Know How delivery vehicles hit and damaged my parked car. The driver of the delivery vehicle stopped and left a note on my windscreen detailing the incident, the damage he had caused and the vehicle registration. So far so good. On the 16th November I telephoned your generic customer services phone line (0344 561 1234) and spoke to a customer service representative on the matter and was issued with a reference number (above) and was assured somebody would be in touch within a day / maximum 2 days. I did not hear anything. Two weeks later, on the 23rd November, I telephoned again. It took a considerable amount of time to speak to someone who knew what I was talking about, I was put on hold whilst they made contact with the relevant department. Only to be told, it was with the wrong department (one that deals with property damage). I was again assured that the case had been moved to the correct department for action and follow up. “Please allow a maximum of 2 weeks” Two weeks later…..nothing. Today 15th December 2020, I again attempted to make contact on the issue. Eventually I was put through numerous different departments (including Finance) and ended up back with someone who deals with property damage, who was unable to progress this matter further. I was then informed me that the case had been moved to the correct department and I should hear something within 72 hours. I requested a direct line for contact on this matter as today’s phone call took over an hour but this was refused as only the above listed number is available. I further requested for this matter to be escalated up to a responsible manager and was left on hold for over 25 minutes, at which time the line went dead. I am absolutely amazed at the incredibly poor service I have received and a month later I am still no further on getting this matter resolved. I have attempted to go through normal channels but keep meeting a brick wall and disappointment each time.

What I wish had happened

I would have liked the situation resolved after perhaps one phonecall and at least dealt with within a couple of weeks.

Where this happened

On the phone - 0344 561 1234

Team Knowhow Customers

Most talked about by Team Knowhow customers

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How this makes Team Knowhow customers feel

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Low
25% Customer Service
Feelings:

Frustrated

Furious

Disappointed

Let down

Disgusted

Annoyed

Anxious

17% Delay
Feelings:

Frustrated

Let down

Disappointed

Annoyed

Furious

Disgusted

Anxious

14% Communication
Feelings:

Furious

Frustrated

Disgusted

Anxious

Annoyed

Let down

Disappointed

14% Inconvenienced
Feelings:

Disappointed

Frustrated

Let down

Annoyed

Furious

11% Other
Feelings:

Furious

Frustrated

Disappointed

Disgusted

Anxious

Let down

8% Financial Loss
Feelings:

Furious

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Anxious

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6% Fraud
Feelings:

Disgusted

Furious

Frustrated

3% Returns
Feelings:

Disgusted

3% Rudeness
Feelings:

Annoyed

Disgusted

Let down

Electronics Customers

Most talked about by Electronics customers

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How this makes Electronics customers feel

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26% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

Offended

Surprised

Miffed

14% Inconvenienced
Feelings:

Frustrated

Furious

Disappointed

Annoyed

Let down

Anxious

Disgusted

Offended

Surprised

Scared

Miffed

12% Communication
Feelings:

Frustrated

Furious

Annoyed

Disgusted

Anxious

Disappointed

Let down

Miffed

Scared

11% Financial Loss
Feelings:

Furious

Frustrated

Let down

Annoyed

Disgusted

Anxious

Disappointed

9% Delay
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

5% Rudeness
Feelings:

Let down

Frustrated

Annoyed

Furious

Disappointed

Surprised

Offended

Anxious

Disgusted

5% Quality of product
Feelings:

Frustrated

Furious

Let down

Annoyed

Disappointed

Disgusted

4% Other
Feelings:

Furious

Disappointed

Frustrated

Let down

Disgusted

Anxious

3% Fraud
Feelings:

Disgusted

Frustrated

Anxious

Scared

Furious

3% Service
Feelings:

Delighted

Satisfied

Happy

Pleased

2% Discrimination
Feelings:

Furious

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2% Expectations Exceeded
Feelings:

Delighted

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Satisfied

2% Quality of product
Feelings:

Satisfied

Delighted

Happy

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2% Returns
Feelings:

Disappointed

Disgusted

Annoyed

Frustrated

1% Delivery
Feelings:

Furious

Frustrated

Disgusted

1% Communication
Feelings:

Delighted

Most complained about Electronics companies

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

Most complimented Electronics companies

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Low
  1. Apple
  2. Bosch
  3. Dyson