Another Day, Another Issue

[kwatt]

I don’t know if you all saw Steve’s experience with CSS the other day, if not it’s here…

ise-trade-support/ise5-and-vile-insurance-company-t76011.html

Turns out that this, sadly another one of Steve’s and a few others have been affected by this lot…

http://iseappliances.co.uk/index.php/ab … -statement

Now, what we were sold and what the reality is now, a few years of goalpost shifting later, are somewhat different and we are experiencing and have been experiencing, severe issues with CSS.

This company is also the reason that a lot of payments for work carried out on policies from September through to last week were delayed, badly. That caused a ruck the other week as part of what feels like part of an ongoing running battle.

All the changes in rules the past few years… CSS.

In case you don’t know, CSS are Corporate Support Solutions who are effectively an insurance broker. They also are part of the Pacifica Group who are, JTM, CSS, Appliance Network, 0800 Repair, Fixzone and lately HI Home Delivery as well as they bought that late last year.

Whether the problems are due to cash issues, administrative cock ups or just someone having it in for ISE/UKW I haven’t a clue and, to be blunt, I don’t give a t*ss.

All I know is that I’m getting and ISE staff are getting dog’s over it all from service agents and customers.

I mean, five weeks to authorise a repair is a bit beyond shabby! :angry4:

Then to make people wait a week to three weeks to tell them that they will deliver a new machine, then call back and tell the customer, no, you’e not getting a new machine after all is, frankly, disgraceful IMO.

I’ve tried to play nice, fair and given a fair bit but I am at the end of the rope with this mob.

I am absolutely seething mad over it. Two days later and I’m still livid. My blood boils when I think about it to the point I don’t even want to talk to them in case I say something I might regret.

And, despite the deadlines given no meaningful suggestions from CSS at all. Just content free holding emails whilst staff and agents are getting it in the neck from customers or, not getting paid.

Of course my usual caveat applies when I go off on one over stuff like this….

This post is entirely my own personal opinion given from my own personal perspective and is not any representation of ISE Limited, UK Whitegoods Limited or any other organisation.

Just thought I’d my misery share with you all and hopefully allow you to understand better some of the sh1t we have to deal with.

K.

[DrDill]

Re: Another Day, Another Issue

I seem to have said this before somewhere, i bet mr paul feek isnt bothered about it.

Sent from my iPhone
http://www.kitchenkitsw.com

[Dales-Electronic]

Re: Another Day, Another Issue

Good God Nigel something we agree on but joking aside, I’m sure behind the smoke and mirrors something is cooking 8)

[aqualectric]

Re: Another Day, Another Issue

Well, some small comfort here……
My customer, the very vocal Mr B has received his Bosch machine yesterday after a great deal of haggling and a payment of £180 on top. He is not happy but at least he got a machine. He is not really talking to me anymore so I guess that’s that. 🙁
This is the copy of the reply I got after saying that “at least something positive has come out of it”. Bad choice of words it seems…….

Email Feb 19 (7 days ago); quote:-

Steve

Happy to be accused of moaning but in the cold light of day, I don’t see much positive about paying out £180 when we had, what should have been, a perfectly good machine still in warranty.

Is this the end of the road for the concept of a reasonably priced and easily repairable machine to save throwing the whole thing away every few years?
If I recall that’s what the ISE 5 was supposed to be. Not necessarily made with very durable and up market parts but at least made with economically replaceable, smaller components (rather than complete sealed drums etc.) that should have been available for a long time.

Looks like ISE have given up on this whole notion.”
unquote.

And TBH he is right as he sees it. He can’t know what sh1t is hitting the fan ATM, nor would he care. I just resigned myself to saying little to nothing. It’s not enough for the insurance company to spread false rumours to our customers but then to go on and treat us all with complete contempt is beyond belief. My other customer has had his extra payment of £45 to upgrade from a Hotpoint to a Bosch refunded and told he will not be getting a machine now. WTF??? How can they just walk away from their responsibilities and leave us to use up the bullets?? I chatted to him yesterday and he is calm and patient but for how long? Poor bloke has got two young kids and a washer where he can’t alter the programme. I’ll have to lend him a machine soon as my conscience is pricking me.

No apologies or disclaimer from me Ken, insurance companies are vile. I have had a very bad fortnight of daily phone calls and suggestion that this was somehow all our doing.
Insurance companies…..legalised thieves – the modern day highwaymen!!
And you can quote me on that!!

Steve.

[DrDill]

Re: Another Day, Another Issue

I first met mr feek in cyprus on a mastercare freebie some 15 years ago, i took a dislike to him then and how true my opinion has stood for all these years.

Sent from my iPhone
http://www.kitchenkitsw.com

[kwatt]

Re: Another Day, Another Issue

I’ve no idea if Paul Feek is involved in any way. Don’t really know the guy so can’t comment although I can say that his demeanour did not go over well at the WTA meeting in February last year at all. Several comments were passed, none were complimentary.

Steve, I am truly sorry, it’s a complete and utter cock up. One that we have little to no control over and, I know that’s probably cold comfort but at least you pretty much know the score as much as we do now.

I virtually directly quoted your situation and, shocker, no response to it.

I am still utterly livid, to avoid using very bad sweary words.

If there’s any more I can look at in isolation as, obviously this one’s a lost cause, let me know and I’ll see what I can do to help.

K.

[aqualectric]

Re: Another Day, Another Issue

Not your fault, Ken; no one could have seen this coming. You don’t need to apologize! For the customer, it is difficult to distinguish between ISE and it’s insurers. In their opinion, we’re all complicit and there’s little we can do but explain and hope they understand.
Which they won’t……really. 🙁

I have reclaimed the 5/2 in question; is the EMW route still open to us? I spoke to EMW and Tony was willing to look at repairing the PCB’s if we could supply a knock – down machine. On the strength of that, I sent you a power module a while back and you said you had a control panel PCB, motor and loom. If this is the end of the road for the 5/2, can we not at least see if Tony can pull something out of the hat for us? It would save us a whole load of grief and unnecessary bad press. If CSS won’t help us, maybe we should help ourselves. 😈

Just thinking out loud….. 😉

Steve.

[kwatt]

Re: Another Day, Another Issue

I believe that we did look at it and, like many things, it has been lost in the pile of crap that constitutes the “to-do” pile.

Where we got with it, no idea to be brutally honest as I lost track.

Seems I may have to revisit it though if this carries on regardless of opinion from some quarters.

Customers just see the name on the box and blame them. Doesn’t matter if that’s right, wrong or indifferent, it is what it is. I get that, we just have to try to explain it and win the people back if we can which, when sh1t like this happens, is a real challenge.

But there is at least some responsibility on my part or, ISE’s in my opinion. Shouldn’t have happened, sorry that it has. There’s little more I can say or do other than try to sort it the best I can.

K.

[kwatt]

Re: Another Day, Another Issue

Got a meeting with them on Monday, will report what happens if appropriate.

Dunno what it’s all about.

K.

[mikeday1]

Re: Another Day, Another Issue

Let me offer an opinion on this mob.

Paul feek: And egotistical, arrogant, two faced bullshitter and charlatan that is involved in everything. Yet when the crap hits the fan he hides behind his mobile and blames “his team”. A true coward of epic proportions. Been in meeting with this scum bag and he thinks nothing of “turning off an agent” to flex his muscles.

Paul Greenberg. Paul Feeks lap dog, goffer, yes man. Not a hint of a back bone and just wants an easy life.

Scott Pallister: Nice bloke but has his fingers in too many pies so takes his eye off the bread and butter and only gets involved when damage has been done.

Accounts team. Full of kids that haven’t got a book keeping or accountancy qualification between them. Haven’t got a clue how the real world works.

Who remembers the jtm agent who stuck his fingers up and was caught on camera. Guess what?? he was never sacked!

I’ll say it again. Do not do work for this mob ever!!!! They will shaft you on the same way they shaft everyone.

[DrDill]

Re: Another Day, Another Issue

Great opinion mike, even if it’s a year later,

[Author]

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