Eureka!
Prima Leisure have reacted swiftly and resolved the problem👏👏 Here’s their latest reply. It is reassuring they took this issue seriously and found a resolution.
Their positive action is to be applauded in this day and age of customer care.👍
I fully appreciate we all make mistakes from time to time and the supply of the faulty items was not a deliberate or intentional action on the part of the supplier, but it highlighted a company failing which if they had a fully operation quality management scheme in place, the chances of theis failure reaching a customer would have been almost zero.
So the company has failed in one of its primary duties of care towards its customer.
The second failure occured when you reported the fault, and it was handled by an incompetent person. Anyone with the remotest smattering of electrical knowledge would know that an SPST switch is either open or closed, and the the order of the wire connections would make no difference.
It has needed a third action by you to contact the company to escalate the issue. If they had employed a competent person to answer your first contact the problem should have been fully sorted then. Instead it has cost you extra time and effort to resolve the issue, but it has also cost the company probably another £20 or so pounds to answer and escalate your issue on components that probably cost them no more than about £1 each!
What your comment actually shows is how bad the industry is at dealing with product problems. If you are happy with needing to make two extra contacts with a business to sort a simple problem out WHat does it say about the rest of the industry.
There seems to be no will or intrest in the industry that shows the industry is really ready to comply with the CRA's requirement that customers should expect fault free products. The industry has not learned the lesson that doing right first time is a far more profitable approach, and it engenders much better customer relations which would reduce their after sales costs by a very significant margin.
Applause for the actions in this instance is simply reinforcing the present abysmal quality status quo.
If organisations were to stop trying to get "positive feedback" they could redeploy the feedback staff in actually improving customer services or even better, deploy them to man a proper quality assurance process.
Companies can learn a whole lot more from fully understanding complaints than counting positive feed back.