Insight on Quality

Quality - Where Did It All Go Wrong?

Every year they put up the price by an unreasonable amount, say 25%, hoping that most customers won’t notice, care or complain. The few that do complain are delighted by the speed with which they are offered a discount back to the original price. The rest just roll over and keep paying. 

I am talking about certain utility companies, telecoms companies, insurance companies and others who think they can just take more money from their customers whenever they feel like it. 

After going through that process in consecutive years, I can’t be the only one who complains about the annual rip-off. But they keep doing it, so clearly they are getting away with it. Effectively they are just taking money from their customers at will. 

Yet they still expect us to confirm we are “satisfied” when they give us our own money back. In my latest example it was even suggested that, since they were giving me my money back anyway, I might want to have the whole episode recorded as a query rather than a complaint! This after four phone calls spread over a number of weeks, and having been told without any trace of apology that they will be happy to take me through the same process next year!