The Sweet Service Award goes to Telkom in Franschhoek, for fixing a fault on a fax line on the same day, within three hours of logging the fault via their online fault reporting service. It was the first use of the online service, and a sms and e-mail were sent to confirm the fault reporting, and provided a reference number. Such good Telkom service is a rarity. The Telkom technician was not the friendliest staff member we have dealt with, but the fact that the fault was reacted to so quickly was of business benefit. The technician tried to blame the fax machine for the fault, but he had not plugged in the cable correctly! An alarm cable has caused the fault.
The Sour Service Award goes to Ramsay Media, for its poor service in renewing a magazine subscription. The company does not proactively invoice its existing subscribers once their subscription expires, choosing to send a renewal reminder instead. One then has to request that an invoice be sent. Despite the request for a posted invoice, none has been received to date. Communication with Nona and Werner in the Subscriptions call centre was unprofessional and slow. Declining magazine subscriptions are no surprise when the company makes it so difficult and unattractive to renew susbcriptions. A message left three days ago for Werner the CFO has not yet been responded to.
The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog. Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com. Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTalesnewsletters on the www.whalecottage.com website.
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