Qantas customer care - doesn't

[maninblack]

3 weeks and counting again on an enquiry/complaint. If this is how a OWE who only travels J and F gets treated then I don't hold much hope for customers with lower status.
Btw most recent enquiry with VA, response was within 3 days.

 

[JessicaTam]

3 weeks and counting again on an enquiry/complaint. If this is how a OWE who only travels J and F gets treated then I don't hold much hope for customers with lower status.
Btw most recent enquiry with VA, response was within 3 days.

Was your resolved VA complaint similar in nature/complexity to the unresolved QF one?

 

[maninblack]

Was your resolved VA complaint similar in nature/complexity to the unresolved QF one?

Different issues and probably a little less to it, nevertheless they had the courtesy to get in touch and genuinely deal with the issue in a reasonable timeframe. QF have not even bothered to get in touch. Bad show!

 

[JessicaTam]

Different issues and probably a little less to it, nevertheless they had the courtesy to get in touch and genuinely deal with the issue in a reasonable timeframe. QF have not even bothered to get in touch. Bad show!

That initial contact is important.

 

[MrJetset]

3 weeks and counting again on an enquiry/complaint. If this is how a OWE who only travels J and F gets treated then I don't hold much hope for customers with lower status.
Btw most recent enquiry with VA, response was within 3 days.

QF Customer Care have been exceptional in my experience. They also have a direct number you can call.

You say you are OWE, that doesn't rate as a QF WP as they respond in order of QFF status. Sorry for you, but an email to BA or CX would yield the same lack of priority for other OWE versus their own elites.

 

[maninblack]

I'm also QF LTG as is my better half. QF likes to take but they don't like to give back. It's not a recipe for success in this competitive market.

 

[maninblack]

That's 5 weeks now and no contact from Qantas. I could call them and quote the reference number but I think I'll just wait on this one. Just returned home having had an excellent trip using CX and JL. It seems that QF really don't want my business, so I'm obliging and not giving it to them.

 

[cmon0005]

Thought I would never have to post in this thread... but ...I sent in a fairly lengthy complaint email recently to QF, got a reply today after 7 days via email, no call.. and it was just a bog standard "we didn't really read your email or try and turn around the situation, so here's some copy+paste garble to shut you up"!
Not happy, I now agree with the sentiment here that QF customer care don't care!

Email below with details/names redacted. Pretty poor really, I think I took longer to write this post then QF customer care took to 'respond' to this email.

Dear ,

Thank you for taking the time to contact us and I apologise for the delay in getting this response to you.

I was concerned to learn of your experience with Qantas and I am sorry that we did not meet your expectations on this occasion.

Customer feedback plays an important role in our continuous improvement process and your personal experience will help us identify ways we can improve.


I appreciate you highlighting your concerns and I would like to assure you that your comments have been forwarded to the relevant management team to be included in their future review.


Thank you again and I do hope we have the opportunity to welcome you aboard Qantas again soon.


Yours sincerely
Customer Care Executive

 

[OzEire]

That response could apply to almost any complaint, it is generic and pointless.

 

[cmon0005]

That response could apply to almost any complaint, it is generic and pointless.

Exactly, I shall go back to them today with a polite but very stern reply that this is simply not good enough.

 

[Mr_Orange]

Thought I would never have to post in this thread... but ...I sent in a fairly lengthy complaint email recently to QF, got a reply today after 7 days via email, no call.. and it was just a bog standard "we didn't really read your email or try and turn around the situation, so here's some copy+paste garble to shut you up"!
Not happy, I now agree with the sentiment here that QF customer care don't care!

Email below with details/names redacted. Pretty poor really, I think I took longer to write this post then QF customer care took to 'respond' to this email.

Translated, that means, "Go eat a bag of dicks, as we don't care.". I've had that response several times, and sometimes I wish they would just write what they mean rather than that copy & paste twaddle.

 

[wooley]

Translated, that means, "Go eat a bag of dicks, as we don't care.". I've had that response several times, and sometimes I wish they would just write what they mean rather than that copy & paste twaddle.

One of the best things I've read all day..

 

[yohy?!]

there must be a way to passively protest this type of response - imagine if everyone who submitted a complaint and received this cough then resubmitted it again or kept replying back asking for more clarification. this would require more effort and potentially more people or overtime and hopefully then the higher ups started to notice that they were spending more on staffing due to how inefficient it is to leave customers unsatisfied.

 

[medhead]

there must be a way to passively protest this type of response - imagine if everyone who submitted a complaint and received this cough then resubmitted it again or kept replying back asking for more clarification. this would require more effort and potentially more people or overtime and hopefully then the higher ups started to notice that they were spending more on staffing due to how inefficient it is to leave customers unsatisfied.

They just stop replying to feedback. I have a number of case numbers that have resulted in zero response, not even a fob off email.

 

[cmon0005]

Well I got a call back from somebody different after I replied today, and in the interests of discretion/privacy I won't mention the specifics or people involved.
But I am now a happy camper, the person I spoke to the 2nd time was obviously very senior and knowledgeable and very good at customer care I was actually very impressed at how they handled it.

They apologised for the generic response and could only put it down to new staff not knowing and that coaching would be provided.
My issue is now resolved to my satisfaction and I just hope I don't have to make a complaint ever again to QF.

 

[N860CR]

Well I got a call back from somebody different after I replied today, and in the interests of discretion/privacy I won't mention the specifics or people involved.
But I am now a happy camper, the person I spoke to the 2nd time was obviously very senior and knowledgeable and very good at customer care I was actually very impressed at how they handled it.

They apologised for the generic response and could only put it down to new staff not knowing and that coaching would be provided.
My issue is now resolved to my satisfaction and I just hope I don't have to make a complaint ever again to QF.

The cynic in me says that it was less a case of "the new girl" and more the standard procedure in the hope that 99% of people give up after the first go.

Glad you got a result though. It's a bit of a rarity these days

 

[cmon0005]

The cynic in me says that it was less a case of "the new girl" and more the standard procedure in the hope that 99% of people give up after the first go.

Glad you got a result though. It's a bit of a rarity these days

Also the rep mentioned that any complaint from a platinum should receive a call not just an email,which didn't happen.

 

[Daver6]

there must be a way to passively protest this type of response - imagine if everyone who submitted a complaint and received this cough then resubmitted it again or kept replying back asking for more clarification. this would require more effort and potentially more people or overtime and hopefully then the higher ups started to notice that they were spending more on staffing due to how inefficient it is to leave customers unsatisfied.

Use social media. I could suggest tweeting to QF about it and suggesting that their generic response doesn't deal with the issue raised. If everyone did this, things might change.

 

[Aeolus]

Also the rep mentioned that any complaint from a platinum should receive a call not just an email,which didn't happen.

I'm one of the fortunate ones. Missed a call from Christine from Customer Care today acknowledging receipt of my feedback in regards to the dismal meals on QFi and said they appreciated the detailed suggestions for improvements and that she would take it up further with catering. Feedback submitted on 1/5/15. Red Roo, please thank Christine on my behalf for the call.

 

[Mattg]

I know this isn't about Qantas, but thought I would quickly share my experience dealing with Sydney Trains customer care the other day - what a contrast to some of the experiences posted here! I submitted feedback the other day about an issue with NSW TrainLink and got a call back the following day. The man on the phone did his best to answer my concerns and was very happy to listen to my suggestions for improving their service in the future. I felt like he genuinely cared about my feedback and that something might actually be done to put some of my suggestions into action.

Now, if only Qantas was like this!!