When you engage yourself in a business contract with a services provider, you normally expect certain level of after-sales customer service.
So you sign the contract, pay your monthly fee and start receiving the service that you’re paying for. Pretty much straight forward, right? Like this, you find: gas, electricity, water, telly, internet, telephone, mobile phone, etc. and many other services.
All those companies will try to keep you sweet, happy as Larry, because their job depends on people like you, who pay their monthly fees. So I kind of understand that they will lie to you and try to deceive you in order to keep you happy.
However, what happens when what you pay for is not a continuous service? What happens when you spend hundreds of thousands of pounds on, say, for instance, a brand new house? Would you expect the same care and customer services?
I would.
Am I getting it?
No.
There is nothing structurally wrong with our house. We are in fact very very very happy with it. The only “problems” were a few snags that we noticed from the very beginning. Nothing serious, but annoying. Even before completing on the buy, we wrote a list with these snags, gave it to the Builder who came back with a swift reply saying: “it is not up to the customer to bring up snags, but the site manager will on completion day”.
Ermmm, excuse me? Of course it is up to the customer to bring up snags! Most of them you don’t even notice until you’ve been LIVING in the house!
It doesn’t matter that you send them weekly reminders of these snags for two months, or call them constantly.. no.. they will ignore your emails, or reply with meaningless one-liners, or simply say that there has been a problem with their internet provider and they haven’t even received your emails.
So what is the problem? The problem is that once you’ve bought the house, once you have given them your hundreds of thousands of pounds, they don’t care. They have your money, they can move on to another sale and forget about you.
They don’t care any more!
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