Dear Sir,

I was so dismayed at the results of your service, that I thought I would write a separate sheet of comments rather than use the couple of lines provided on your customer feedback form.

My initial reasons for using your company when I purchased the Borland Turbo C++ for Windows package, was due to the speed of delivery promised when I rang. Your prices were by no means the best I had found, but I was in urgent need of the package, and was willing to pay extra.

I started my inquiry on a Monday at around 4pm, and was told that I would receive the software the following morning. I decided to research the price some more, and eventually rang up to order an hour or so later. I was told (quite reasonably) that it was too late to get the package dispatched for the following day, and that I would receive it on Wednesday. I confirmed that the package was in stock, and ordered it.

By Thursday, I had not received the package, nor any communication about it, so I rang up, and was told that the sales assistant who dealt with my order would call me back. I was also told that the package had just been dispatched (1 day after it was due to arrive!). I never received a call from the sales assistant.

On Friday, I returned to my flat in Newcastle to find that Parceline had been and had left me a note because I had not been in. I rang up, and was told that the package could only be given to me (and not deposited with neighbours) unless specific permission was given. I was not told about this by your staff when I made my order, and I would have certainly given permission had I have known about that system.

When I finally did receive the package (later than some of the cheaper companies would have sent it), I was surprised that it ever reached me. Below (left) is my name and address with what your sales assistant entered on the right of it. I think that a course in LISTENING would be useful to your staff.

Correct(Your Version)

Mr A S Frieze(Mr A F Frieze)
5 Claremont Road(5 Clarmont Road)
Spital Tongues(Spital Tongues) you got 1 right!
Newcastle Upon Tyne(Newcastle Upon Type)

As you can see, there has been a whole catalogue of inadequacies;

Promising delivery by a date and dispatching after it.

Failure to contact customer when dispatch delayed

Failure to follow up a call inquiring about the delay

Failure to inform customer of delivery system

Failure to get even a simple address (spelt out) correct, with errors that cannot be simple typing miskeys, since the incorrect letters are not adjacent to the correct ones on the standard keyboard.

I have to say that getting £3 off my next purchase is not going to make me use your company over any others. Perhaps a pledge to do the job properly might be better.

A reply explaining the inadequacies would not go amiss,

Yours faithfully,

Ashley Frieze.