The engineer arrived promptly at 8.30 AM, assessed the work and according to him would nip out to get some tools.
He DID NOT return on-site until 10.45 AM, that is at least 2 hours and 15 minutes later! When he returned, I asked if his office/ workshop was far away and he replied it was just down the road. The actual job (moving the door entry phone to the other room) was done in under 40 minutes.
I have been charged 351 GBP for a job that should have cost GBP 180 due to the time he disappeared off-site. I have flagged this with Aspects customer service last December but have yet to hear back from them after this initial reply:
-----Original Message----- From: Tina HXXXXXXXXXXX [mailto:XXXXXXXXXXXXXXXXXX] Sent: Thursday, December 27, 2012 2:43 PM To: hester@XXXXXXXXX Subject: FW: [Aspect - VM] Feedback
Firstly please accept my sincerest apologies on behalf of aspect.co.uk that your experience was anything other than the highest level of service we aim to deliver. Unfortunately due to the nature of our business we can sometimes be delayed and miss or be late for an appointment, however out of over 30 000 jobs a year that we carry out, this happens with less than 5 %.
I have asked our Electrical Trade Head to have a look at your job and get back to me as soon as possible. If the engineer had to go and source parts for the job then he should have explained this to you at the time. We do consider ourselves to be professional, honest and committed; traits which are generally not associated with the industry we represent.
Again I am sorry you feel so strongly about your Aspect experience. We do pride ourselves on providing excellent customer service and, although we are by no means perfect and we will look into the problem and get back to you.
May we take this opportunity to wish you a very happy New Year.
The Aspect Team.
Tina HXXXXXXXXXXXXXXXXXXX Admin Assistant
.......A nice email, however since I have had no response to any of my follow up emails or calls. I can understand that they would need to make the necessary checks with this Engineer as to ascertain what would have taken him 2 hours, but their inability to keep me updated has made me doubt Aspect's level of responsibility and clarity on what is chargeable to the customer. Please beware.
Hester, this is Will Davies, the Managing Director of aspect.co.uk.
I would like to add my apologies to Tina’s; this is not a typical situation which is why we are examining the job further.
We do pride ourselves on a high satisfaction rate and always endeavour to keep our customers updated of the situation. Since you posted your feedback the head of our electrical team has been in touch and will be investigating your case using the information he has requested from you. If you have any questions in the meantime please do get in touch using firstname.lastname@example.org and we will endeavour to answer any questions you have.