The Controller Of The Bus

Buses remain a popular (perhaps by necessity), if somewhat frustrating, means of transport. There are various bus companies dotted around the country, with some performing far better than others.

My local area is served by Arriva, and sadly I have had some recent cause for complaint. Despite the fact that fares seem to increase every few months, services don’t always run as expected and communication with customers is rather lacking.

Living in a more rural area, we certainly seem to get a rough deal. With buses timetabled at varying intervals of between one and two hours, we suffer terribly when a certain bus fails to turn up, which seems to be happening more frequently. What makes this even more frustrating is that our complaints and comments fail to be met with any concern by Arriva.

Following a disastrous journey, when yet another bus failed to turn up as expected, meaning a two-hour gap between buses, I used the online complaints procedure operated by Arriva. The automated email response assured me that I would receive a reply within ten working days – over two weeks later I was still waiting!

Eventually, nearer three weeks after the event, I was called by an adviser, who although uttered an apology, did not make it heartfelt, nor were there any promises to endeavour to provide a better service in future. Despite the mechanical ‘sorry’, the tone of the whole conversation indicated more of a ‘hard luck’.

The missing bus was blamed on a breakdown, which I appreciate does happen, but my real gripe was lack of information. Considering I was boarding the bus at a major bus station to journey home, and had spoken to an inspector who had assured me that the bus was on its way, I was naturally frustrated that I was not told when it was discovered that the bus was taken out of service.

According to the adviser at the other end of the telephone, this was because the bus station had not been informed. But why ever not? Surely keeping passengers informed of such circumstances should be a priority. It should have been quite straightforward to notify someone at the bus station of the problem, with that person then passing on the message to waiting passengers. This should just be basic procedure.

However, it seems that bus operators can just do as they please, even if it involves leaving passengers stranded for hours, without much thought for their welfare. Communicating with the public seems totally beyond them and they really don’t seem bothered by this. The problem is, in many areas, there is no decent competition to make the bus companies try harder. There is no incentive to be more customer friendly.

There are, I believe, some bus companies that serve passengers better than others. On a trip visiting family in Dorset, it struck me how much cheaper and how more frequent services were than in my area. Indeed, I’ve heard that in some areas fares are very reasonable, but Arriva South East certainly run a more costly service that leaves much to be desired.

Indeed as I write this post I’ve heard of a reduction in services on certain routes, combining a current half-hourly service with a twenty-minute one, forming a hybrid of the two routes with buses running half-hourly. Yet their advert for this new service proclaims: “Buses more often”! Can’t work that out at all; Arriva obviously can’t do their maths.

What do you think of your local bus service?

Politeness Costs Nothing

Time and again I blog about customer service issues, with my biggest gripe being rudeness and complete lack of manners.

Long waiting times in queues, lack of stock, poorly informed assistants and staff shortages can all be very annoying, but the situation can be lightened a little by apologies, explanations and generally polite service. Why is it then, that time and again, some assistants forget this basic rule?

Several days ago, my husband called in at a branch of Boots (Strood in Kent to be precise) to pick up some pain relief tablets for me, as I was suffering a flare up of my joints. He arrived just in time for opening, which was unfortunately delayed due to the pharmacist being held up.

Bad service makes me mad!

That in itself is fair enough. We all get caught in traffic at times or suffer some other setback and, by law, shops offering pharmacy services aren’t allowed to open without a pharmacist on site. What was unforgivable, however, is the way the situation was handled by the person who was seemingly in charge – an unhelpful individual named Richard.

A line of customers patiently formed outside the store, but at no time did Richard, or anyone else for that matter, pop their head out to offer an explanation or even post a notice on the door.

When Richard did open up shop following the arrival of the tardy pharmacist, instead of issuing a polite “excuse me” to customers so that he could push back the doors, he ‘shooed’ them away with an irritated gesture.

Things didn’t get any better. When he served my husband with the requested medication, he grudgingly muttered ‘please’ and ‘thank you’ through gritted teeth, exuding an air of “I don’t really want to serve you and I don’t like you”!

Needless to say my husband was seething when he returned home, having received such appalling treatment. We immediately looked up the contact details for Boots head office and emailed a complaint.

This is where I can report some happier news. The area manager of Boots stores phoned my husband with an apology and assured him that she would be visiting the branch to address the situation. And let’s face it, when we make this kind of complaint, that’s exactly what we want – an apology, an explanation and reassurance that our bad experience will not be repeated. A positive response to our complaint can make the difference between us returning to a store or shopping elsewhere.

It’s true that we don’t know whether Richard was having a bad day. There may be horrors in his life, problems galore – but these should never be taken out on unsuspecting customers, who just want to be served politely and go on their way.

As customers I believe that we always have the duty to report bad service, so that it can be improved for ourselves and others in the future. In turn shops have a duty to respond appropriately.

Open All Hours

It’s been reported that a record number of convenience stores will be opening their doors on Christmas Day this year. OK, so technically the word ‘convenience’ implies that they’re there for you, but surely there has to be a time when even these shops close for a well-earned break.

The thought of all shops being closed on December 25^th appears to horrify some customers. “What if we suddenly discover we’ve forgotten the brandy butter or batteries?” they despair. So what? You carry on without them just like we did in the days when shops not only closed for the one big day, but several others too. If Christmas Day and Boxing Day fell at the weekend, Monday and Tuesday were declared Bank Holidays, with shops shutting for the full four days! And this in the days before a lot of homes featured a freezer!

Celebrate don't shop!

Another argument for allowing shops to open on this date is that not all religions celebrate Christmas, so should be allowed to do as they please on this day. Fair enough up to a point. However, I see no harm in declaring December 25^th a National Kinship Day, where people have the day off (with the exception of those providing vital services, of course) to celebrate family and friendship. Sometimes we all need a bit of time out of our busy schedules to appreciate those around us, unwind and be grateful for our lives. Whatever your beliefs this is a concept that we can share.

So personally, whatever I find that I’ve neglected to buy on Christmas morning, I will definitely not be venturing out to the shops to track down. Nor will I be scuttling out come Boxing Day to attack the sales. This time of year, I’m quite happy for shopping to take a back seat.

Sadly with our 24/7 culture many people want everything permanently on tap. But here’s a thought, you can survive when the shops are shut!

What Price An Opinion?

I was absolutely incensed to see, when I turned on the TV this morning for a spot of news, a couple being interviewed after being ‘charged’ for writing a review about a hotel in which they had stayed.

The review in question had been somewhat negative, but listening to the report, it would appear rightly so. The couple had experienced a number of problems with their room, which they had reported, but had not been solved. Disgruntled with their stay, they consequently wrote a review commenting on their experience, which I believe they were perfectly within their rights to do. OK, so they didn’t pay a premium rate for their room, but it should still have been fit for purpose.

However, the hotel still had their credit card details from when they had paid for their room, and apparently helped themselves to a payment of £100 in light of the comments the couple had made. They justified this by saying it was in the small print (very small print as it appears) that anyone writing a bad review would incur a charge. How ludicrous!

This case throws up a fair number of important issues.

We shouldn't pay for others shortcomings

Firstly, I believe that as consumers, we should all have the right to speak as we find. If we receive bad service or shoddy goods, we should firstly exercise our right to complain to those concerned (as the couple in this case did), but if our grievances aren’t resolved, we should be able to warn others of the shortcomings, to prevent others having to repeat our bad experience.

A second, connected point is that we should all be able to exercise freedom of speech, with the exception of the use of abusive or threatening comments.

Thirdly, it should not be, to my mind, legal for anyone to take further payments from a debit/credit card just because they were once given the details as part of a separate transaction. I believe this is just another breach of consumer rights.

Of course, this whole subject is close to my heart, as I regularly write reviews on goods and services – good and bad – and believe I offer a service in doing just that! If businesses want to avoid getting bad reviews, they should, quite simply, ensure that they maintain basic standards and that the goods and services that they supply meet all health and safety regulations, and are fit for purpose. Where mistakes are made or standards are lacking, they should endeavour to rectify the situation promptly and with good grace – this can turn a potentially bad review into a more positive one!

On the other side of the coin, it would appear that some people threaten to write damning reviews unless they are offered a discounted price. This is equally wrong. Just as we expect to be treated respectfully by companies, we should act responsibly as customers. Reviews need to be truthful in order to be helpful to others, sticking to the facts and be made in order to put across a fair point, as opposed to seeking personal gain.

Reviews of products and services can be beneficial to all – potential customers and businesses alike – so let’s protect our right to speak out when things are wrong, without the threat of being ‘fined’ for so doing, as this just rubs salt into already painful wounds!

What do you think?

Thank You Tesco Clubcard

I’ve previously written about my frustration at how more and more businesses only want to conduct transactions or communications online. Although I’m happy to use this method for certain things, there are cases where I prefer to get in touch by phone or letter, or even in person.

My argument against the emphasis on things being ‘online only’ has been that some people still do not have Internet access or the skills to use it.

I was recently without Internet for some time (during my 'big move' ), but wanted to exchange some of my Tesco Clubcard points for days out vouchers. Forms used to be provided for doing this by post, although this no longer seems to happen. In addition to encouraging the ordering of vouchers online, Tesco now operate a system whereby they email some of their vouchers to customers to be printed at home. A straightforward system when you have the facilities to do so, but not so good if you don’t.

However, after having communicated with Tesco Clubcard, I’m happy to report that vouchers can be ordered by post or over the phone. If you are unable to supply an email address (as I couldn’t for a short time) then they will print vouchers and send them to you.

So if anyone else is looking for the more traditional way of exchanging Clubcard points, here are the details:

By post: Tesco Clubcard Boost, PO Box 654, Crawley, RH10 1RG (You need to send a request by letter, not that there is no form available).

By phone: 0808 100 0707 (free from BT Landlines) or 0330 123 0707 (charged at local rate from mobiles and private telephones), Option 2, Monday to Friday: 9am to 8pm and Saturday: 9am to 5pm.

So thank you Tesco for providing these services, responding promptly to my query and issuing vouchers to me via the good old-fashioned postal method.

Customer Service – Queues

Levels of customer service can vary greatly, not just between different store chains and shops, but also between individual branches, and indeed, individual shop assistants.

I’ve previously chronicled some of the good and bad examples of customer service that I’ve received and now have a couple of new stories to relate.

Hands up who's fed up of queues?

On the whole, I’ve always received a good standard of customer service at my local Tesco stores. However a recent shopping trip to one branch left me feeling rather annoyed. I’d popped in for a few necessary items and joined a checkout queue with only one other customer in front of me. I should have whizzed through the checkout easily, however this was not to be. There was a problem with an item that the customer ahead of me was purchasing – some fault with the bar code. The item in question was only worth a couple of pounds and the easiest solution was for the cashier to total up the few other items of shopping and refer the problem to customer services.

However, she chose to send a colleague to track down a better bar code, who proceeded to do so in the manner of someone taking a Sunday afternoon stroll. Ten minutes later the assistant finally returned with the new code and finally the queue got to move!

At no point during all of this did either the cashier, or her colleague, attempt to apologise to those of us waiting in the queue. When it was my turn to be served I was just met with the customary, “Thank you for waiting”, said without any feeling. I did not reply, “That’s OK”, because it wasn’t.

I am quite prepared to wait in a queue if I 1) feel there is a valid, unavoidable reason for this and 2) receive an apology for the delay. As neither of these points applied to this situation I was far from happy and will be contacting the store manager.

On the flipside, my local Sainsburys, who I’ve previously had to take to task over a 20-minute hold-up with a customer service query, appear to have upped their game. How refreshing it has been to arrive at the checkouts with a full trolley of shopping and be met by a smiling-faced individual who proceeds to take me to the checkout with the shortest queue. It’s these little personal touches that make a difference to a shopping trip.

The same branch of Sainsburys sent a letter to me just ahead of Christmas, thanking me for my custom and enclosing a gift voucher. OK, they probably did that to lots of customers, but once again it made me feel appreciated.

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New Year Wishes

“Happy New Year, Happy New Year, May we all have a vision now and then, Of a world where every neighbour is a friend”… so said Abba, and as a new year begins, we are all filled with hopes and dreams for the year ahead.

We would all like to see a more peaceful world, with major breakthroughs in treating many terrible diseases and everyone getting their fair share of everything. It would be great if everyone just got along with one another, respecting one another’s ways and beliefs – a live and let live mentality.

Perhaps you’re the type of person who makes New Year resolutions, though personally I’m not. To resolve to diet at the start of the year is always too difficult – it’s the time of year when comfort food is needed, much better to wait until salads are more inviting and you have the incentive of a holiday to get in shape for. The ideal is just to aim for ongoing healthy eating anyway.

To resolve to do anything just because it’s the beginning of another year seems to put too much pressure on your aspirations – just do things gradually, I say.

So what does 2014 have in store? Who really knows? All I can say is that on my blog I will be reviewing products and services, sharing some of my (sometimes cynical) Random Thoughts and generally spouting forth about all things shopping! Hope you’ll join me in my ramblings.

A Happy New Year to you all!

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So That Was 2013

“What have you done, another year over and a new one just begun…” to quote John Lennon. Indeed another year seems to have whizzed by, and now is the time to look back on its highs and lows and think what we would like to do differently, or perhaps more of next year.

Collectively we welcomed the new Pope and the newest addition to the Royal Family, Prince George, and said goodbye to the legend that was Nelson Mandela. Goodbyes were also said to Lady Thatcher amongst much controversy: I may not have loved her politics, but at the end of the day, I held on to the thought that she was a mother too, much missed by her family.

Across the world there was cause for sadness and shocks, as we witnessed some awful human acts and natural disasters that sometimes claimed lives. However, as is often the case in these situations, we must take comfort from the way ordinary people pull together, raising funds and supporting aid charities to help where possible.

On a personal level I celebrated a ‘milestone’ birthday, saw the birth of my first grandchild (a gorgeous little boy), questioned Ofsted and complained at the loss of Hypermobility classes from my local NHS physiotherapy department.

My blog looked at a range of products and services including make-up, cleaning products, toiletries, DS games and supermarket cafés. I looked at the whole issue of supermarkets using meat from sources other than the UK or even the EU, something that I’m still keeping an eye on.

Next year I’ll be reviewing a whole new set of products and services, continuing my ‘Random Thoughts’ and generally offering up my opinion on shopping and consumer issues.

But for now here are some of my winners and losers for 2013:

A Shoppers’ Joy thumbs up for: Tesco Clubcard, EDF Complaints Resolutions Manager, Max Factor Eye Brightening Mascara, the staff at the Morrisons café Cambourne, Avon Solutions Ageless Bloom Neck and Chest Treatment SPF15, the staff at Travelodge Middlewich, the Tower of London and the Nutmeg clothing range at Morrisons.

A Shoppers’ Joy thumbs down for: ‘Which?’ magazine’s subscription department (and the magazine come to that), Aldi, companies that make money from your PPI claim (you can do it for free yourself), Ofsted, people who speak loudly on their phones on public transport and the poor service I received at the Marks and Spencer café at Hempstead Valley.

Who will be in my good and bad books for 2014?

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October’s Random Thoughts

Whilst out clothes shopping recently, I’ve been aware that so many shops and clothing departments seem to have reduced the number of mirrors in store. I find myself traipsing halfway round the shop in search of a decent mirror to stand in front of ‘umming and aahing’ about the garment draped across me. I know I can go into the changing rooms, and ultimately I do if a garment looks worth it, but I don’t want to spend my time vying for a cubicle if the colour of a garment is going to make my skin look yellow! To reach that conclusion all I need is a simple mirror.

The only problem I’ve found with my son’s Marks and Spencer ‘Ultimate Non-iron School Shirts’ is that ultimately they need ironing!

My award for ‘staying power’ has to go to Virgin Media who have consistently sent promotional literature to me about every three weeks for years on end, despite me resolutely ignoring them. I’m never going to be tempted by their services, and I’m sure I have made this known to them in the past, but still they soldier on, bless them (she says through gritted teeth).

Yes, I know it’s barely two months until Christmas, but I really don’t want to start buying all the food now, even if I’m starting to look at gifts. So why do supermarkets insist on stocking all the Christmas fayre now, clearing some of the things that I really want to buy off the shelves to make room for festive food far too early?

Shopping Around

You may well compare prices when purchasing goods in the shops, getting to know where the best offers are and stocking up on them when you can.

However, many consumers aren’t as good at shopping around when it comes to buying services such as insurance or roadside assistance cover. Because of this many of us may be paying far more than we need to obtain these services, falling into the trap of automatically renewing cover, however much it may have risen in price, rather than comparing a quote with what else may be available.

Our AA cover recently came up for renewal, but my husband positively balked at the price, which had risen to £129, despite being loyal customers of some 10 years standing. He decided that the time had come to look at other roadside assistance providers.

Hubby duly got to work online, not using price comparison websites you understand, that may in turn have their own agenda, but visiting the sites of individual companies. He discovered that if he bought AA cover online as a new customer it would cost £79; he could get cover from Green Flag for £64 per year and cover from the RAC as a Tesco Clubcard holder for £55 per year.

Armed with this useful information, he promptly rang the AA to reveal his findings. A very charming adviser listened carefully, apparently did a few calculations (probably referring to a crib sheet telling him what to do in this situation, i.e. match price, adding a few pence so it didn’t seem too obvious) and promptly declared that full relay cover could, on reflection, be provided for the reasonable sum of £55.80!

Delighted with the new price, hubby renewed the AA cover, but the point is, if he’d just paid the requested amount on receipt of the quote, he would have been £73.20 poorer, whilst the AA would have offered identical cover for more gain.

So a word from the wise, never automatically renew any insurance, roadside assistance or similar policy or service, without first checking directly with other companies offering the same thing, as to what price they will charge.

Be sure to shop around!

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Short Measures

When buying many products, it’s often possible to tell when selecting them whether we are being ‘sold short’.

It’s obvious if a loaf of bread is shorter than its neighbour, or whether a bar of chocolate doesn’t fill out it’s wrapper as much as the next one. But the way in which some products are packaged can mean that we don’t know that we’ve been given short measures until we get home from shopping and open our purchase.

At least you can see how many eggs are in a box

Multipacks of crisps, biscuits and sweets may often contain fewer bags than the stated amount. But let’s be honest, do you always count?

I recently bought a multipack of Curiously Cinnamon Cereal to take away on a short break. The packet was supposed to contain five bags of cereal, but in actual fact there were only four inside, leaving me short of breakfast supplies.

Although this wasn’t a major catastrophe, I decided to write to Nestlé with my complaint. Well, I say complaint,  I kept my letter light-hearted, adding humour, and was rewarded with a reply within the space of a week. Not only was it a reply, it was an apology accompanied by £8 worth of vouchers to spend on cereal.

I have to say I was impressed by Nestlé’s speed of response, the fact that they held their hands up to their mistake and more than reimbursed me for the shortfall. I, in turn, would like to thank Nestlé for their efficiency in dealing with a customer complaint and congratulate them on having a customer services department that actually works for the customer, as opposed to defending the company at all costs.

In my early days of blog writing, I wrote posts about ‘How To Complain’, ‘Saying Sorry’ and ‘Saying Thank You’. I think this blog post illustrates all of the above very nicely!

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Return of the Blog

Yes, I’m back in the saddle, and plan to write a steady stream of new blog posts following my short break.

I decided to take some time out to recharge my batteries and reflect on a few things. This time of year is a bit of a tough one for me. In a few days it will be the third anniversary of the death of one of my sisters (the one closest in age to me, with whom I shared many happy childhood memories), followed by what should have been her birthday. Just over a week ago, it should have been my eldest sister’s birthday (just days after my own) but she too died just eighteen months ago, and August is also the anniversary of the death of my much-missed dad.

Apologies for all the gloom, but I find the reminder of all these events somehow makes me stop and take stock – evaluate what I’m doing in my own life, being aware as I am of how precious life is.

This year I became even more thoughtful following a bit of personal criticism that I couldn’t help taking to heart, causing me to look at things a bit deeper.

But I’ve paused for thought, dusted myself down and now I’m ready to write, and rant, again.

One of my current gripes is with Ofsted. Can’t go into too many details at this point, but I really question the validity and motivation of Ofsted. How can a school that has one of the best achievement ratings in the country, is filled with diligent, polite students who not only achieve academically but within sporting and community areas too, encourages students to take pride in their school and offers a good range of extra-curricular activities, get a truly damning report? It’s something I will be looking into and would really like to discuss the whole Ofsted thing with Michael Gove, who I’m hereby inviting to join me for tea and debate!

My other current issue is with Tesco who, to my mind, have failed in their promise to stock more British meat on their shelves. Recent shopping trips to the store have revealed that there is still a high proportion of meat from various other sources, both in fresh cuts of meat, and chilled meat and poultry products such as Chicken Kievs and pies. The worst offenders are products that contain chicken sourced from Thailand and Brazil!

I’d also like ask whether any of you have been invited to become ‘expert patients’, i.e. patients who have an ongoing condition and who are willing to share their experiences with others. This is something that has been suggested to me and as a concept this does have some good points; peer support can be very valuable, but it’s the terminology I don’t like. By becoming an ‘expert patient’ it conjures up an image of someone who’s very good at lying in bed and doing exactly what they’re told. I know this is not what is really being implied but can’t we think of a better term. Maybe something like ‘patient pals’ or ‘treatment buddies’?

So yes, I’m back with the rants, but will also be reviewing and recommending (or condemning) products, visitor attractions and services. It’s good to be back!

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Free Bus Passes

As it currently stands, individuals in their 60s are eligible for a free bus pass, allowing them travel on local bus services around the country, regardless of affluence or fitness. Should this really be the case?

With an ever-growing ageing population, many of whom enjoy good health, surely it’s time the age limit for a bus pass was raised. The sheer number of bus passes that are provided must be huge, putting a great strain on funding, which could be diverted to more pressing issues, such as healthcare.

Free bus passes are funded by the Government (Department of Transport), who pass the funds on to local councils, who in turn pay the relevant bus companies. But in some cases funding falls short of what is required, and council taxes may be raised.

Age on its own should possibly not be a qualifying factor, or at least not before the age of 70 or even 75. Individuals younger than this should still qualify if they are on a very low income (it could be related to those receiving pension credits for example) and those whose state of health limits their mobility. Bus passes are already issued to those who have been judged to have a ‘severe disability’ or particular medical condition.

Why should public funds be used to enable really quite wealthy individuals to travel for free? The amount of times recently I have heard well-heeled ‘celebs’ crowing about their free passes is quite sickening. I am certainly of the opinion that this is not right.

Some days I board a bus where I appear to be the only fare-paying passenger. Although many of my fellow travellers appear deserving of their passes, there are others for whom it seems totally inappropriate. Take the group of ladies I see in their designer sportswear heading to a local (expensive) gym on their free passes! Ok, maybe I shouldn’t judge, it just seems pretty inappropriate when so many deserving people are struggling for want of other things that could have received the finance instead.

I really do believe new criteria should be introduced when deciding who should qualify for a free bus pass. What do you think?

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Complaints Resolution

Sadly we all have cause to complain to a company every once in a while. Sometimes it’s not the fact that we have to complain in the first place that annoys us, it’s the way in which that complaint is then handled that can make or break the situation.

Back in January I wrote about a complaint I had to make to EDF (EDF – Customer Services To Complaints, read more ) concerning their billing. I was impressed that the ‘Complaints Resolution Manager’ responded quickly and resolved the situation to our satisfaction.

In the last couple of weeks, I have again had cause to contact the Complaints Resolutions Manager via email, when the billing department  tried to do strange things with my account once more. I am happy to report that the response was once again quick and efficient, and resulted in the desired outcome, demonstrating that my previous experience was not a ‘one off’.

If you are an EDF customer experiencing a problem that is not being solved by contact with the regular customer service advisers, then do email complaintresolutionmanager@edfenergy.com

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May’s Blog Review

Finally spring arrived, blossom filled the trees, flowers bloomed in the garden and the sun made a welcome (if sporadic) appearance. For me personally, May proved to be a busy month, with the birth of my grandson (first grandchild) for which I was present, even cutting the cord, being the highlight.

On the downside, the Hypermobility class that I attend at my local physiotherapy department is being reduced from weekly to monthly sessions, which will affect so many of us suffering from the condition (for information on Hypermobility Syndrome click here)

On my blog I once again looked at a diverse range of products and services, highlighting the good and bad and making a few recommendations.

I was disappointed with the change of packaging for some Boots No7 products, which I believe has meant less content in some cases, and inferior packaging in others, making it hard to use a measured amount of product, thus causing wastage. Next month, I will be suggesting alternatives to two of the No7 products that I was most disappointed with – the Stay Perfect Smoothing and Brightening Eye Base and the Beautiful Skin Eye Make-Up Remover.

Some of the more serious issues I touched on were visiting the dentist and health screening. It was lovely to hear from JR of the Mohali Dentist Clinic who commented ‘The Dreaded Dentist’ was an ‘impressive post’ with ‘minute details mentioned and clearly expressed’.

I also pointed out that you do not have to pay to get an EHIC card for your holiday. If you find a website trying to charge for this service, ignore it, be sure to visit www.nhs.uk/ehic where you just complete a simple form to receive your card – no fee involved.

Thank you to you all for visiting my blog. There’ll be lots more going on next month, so keep reading!

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Change For The Worse

Change is inevitable and can sometimes bring improvement, but certain changes definitely mean a turn for the worse.

Sometimes changes to goods and services are promoted as being ‘new and improved’ or ‘updated to improve customer satisfaction’, when what is actually meant is increased costs, reduced availability or poorer service.

Unfortunately, I’ve recently become aware of some quite negative changes, which have left me feeling rather annoyed.

NatWest Bank has recently announced changes to account charges to take effect in July. Whereas many customers with arranged overdrafts were previously not charged for the first £100 ‘borrowed’, with interest charges only applied to amounts above this sum, they will now only be given a £10 interest-free amount, not only paying interest on any sum borrowed beyond this, but being charged a flat £6 fee for using their pre-arranged credit zone. I consider this rather a cheek, whilst banks continue to pay overblown salaries and bonuses to high-ranking managers etc, instead of keeping costs to customers at a minimum.

I'm glad for changes in how we dress however

Meanwhile, my local physiotherapy department, to whom I have been extremely grateful in the past six months or so, have decided to reduce the hypermobility (for information on Hypermobility Syndrome click here) class that I attend on a weekly basis, to monthly sessions. This class has not only taught me exercises to minimise the risk of dislocation and other injuries to my joints, but has provided me with ongoing support, checking my joints are really in place when I’m not sure (being unaware of joint position is part of the condition) and helping to get joints in place when they are ‘out’. I’ve been told two different reasons for this change. Firstly budget cuts (the version I believe) and secondly to improve patient care and get more patients seen. None of these arguments work with me, as in an hourly class, one trained physio can see up to 10 patients (or sometimes more), instead of just the usual one per 15 to 30 minutes, therefore being cost-effective whilst providing physio to high patient numbers.

Finally, on a lighter note, but still frustrating, my local Tesco has once again been having a bit of a change round, swapping some of the aisles with each other. Their plan may be to get customers to notice things that they don’t normally buy, whilst looking for the things that they do, but this doesn’t work with me. I’m more likely to give up searching and go somewhere that I can actually find what I want!

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The Ins and Out of Direct Debits

I’ve previously mentioned that paying household bills by direct debit can save you money, with many companies offering a discount for doing just that.

In addition to this it ensures bills are always paid on time without you having to remember to see to them.

But there can be a downside to some kinds of direct debit. I pay all our household bills by this method, with three different variations in use:

Paying the bill in full by direct debit. This applies to my phone bill, for example, for which I receive a quarterly statement, informing me how much will be taken from my account and when, usually giving me 10-14 days notice. Although this doesn’t spread the cost, it does give me a small discount on the bill and ensures I don’t forget to pay.

Paying in equal monthly instalments by direct debit. This is used to pay for services for which a set sum is applied for the year, as with Council Tax. The yearly bill is broken down into equal monthly payments, spreading the cost.

Paying a variable amount (changeable with notice) by direct debit. This method is used by energy suppliers, for example, who set a monthly amount and then review it on a yearly basis, putting it up or down depending on your usage. However, EDF have recently started reviewing our payments with greater frequency and, we feel, quite unnecessarily. We’ve had to argue the point that the idea of this form of direct debit is that the balance is cleared over the course of a year, as opposed to being permanently in credit! The idea is to spread the cost, not only pay in advance.

If your direct debit payments do get raised unexpectedly to an amount you consider inappropriate, then do challenge this. Theoretically direct debit payments and only be taken from your account if you are a) aware of the amount (reasonable notice must be given of a change) and b) have agreed to the amount. If you tell a company not to take a certain amount, they are not supposed to and payments taken in error can be reclaimed. Don’t be persuaded to pay more than you need: it’s better that extra money sits in your bank account, as opposed to the account of the company you’re paying.

Direct debits can be a convenient, money-saving way to pay your bills – but do be aware of the pitfalls.

How do you get on with direct debit payments? comments@shoppersjoy.co.uk

Public Transport – A Sorry Tale

With congestion, poor air quality and global warming being poignant issues, the theory is that public transport should be accessible and affordable to all, in order to reduce traffic on the roads.

However, as many of us know, this is not always the reality with services often unreliable and fares costly. Of course, there are some more reasonable transport operators out there, but many of us have public transport related tales of woe to tell.

My local bus operator, Arriva, have been increasing fares at an alarming rate, whilst cutting out buses on a whim. Their latest trend is to take out of service buses that are running late – carry on with that approach and we’ll have no buses left on our roads!

My most recent unfavourable experience of my local buses occurred when I was attempting to get home from a nearby shopping centre, trying to use a supposed ‘every 20 minutes’ service. The bus arrived 15 minutes late and the driver was instructed to return directly to the depot without passengers (although he drove off without explanation at the time). However, the next bus due was also running very late, meaning that no bus ran on that route for about an hour. If only Arriva had allowed to the first bus that arrived (the 3.15pm service) to leave the shopping centre at the time of the next bus due (3.35 service) then passengers would not have been left stranded for so long.

An email of complaint to Arriva resulted in a call from a very unsympathetic, somewhat disinterested individual, who stated that my comments had been noted, but basically ‘tough’. Ok, that’s not exactly what she said, but it certainly was the sentiment.

STOP PRESS!

Since the original incident with Arriva, I have since experienced the same scenario on a larger scale (and spoken to others encountering similar problems) this time involving two differently numbered bus routes and longer waiting times. In Medway, Arriva appear to be struggling to fulfil timetables, some of the drivers are lovely (with a few exceptions) but organisationally the service is a shambles. Come on Arriva, you can do better!

I would welcome any comments from Arriva or fellow disgruntled passengers. We’re paying for a service which just isn’t being delivered.

And the good?

I often find that local journeys can be quite an ordeal, although when I have stayed in different parts of the country, served by different bus companies, I have experienced more reliable, cheaper services.

On a long haul journey, I have had a much better experience with National Express. Travelling from my home to London and then on to Bournemouth (visiting family) I found that services ran to time, were reasonably comfortable and were, with offers often available, more competitively priced.

What are your experiences of public transport? comments@shoppersjoy.co.uk

January Blog Review

It’s been a busy start to the year for Shoppers’ Joy, with many bargains found, products tested and services commented on. In addition to my usual product reviews for everything from cosmetics to supermarket buys, I started a series of DS games reviews. These have proved very popular, and as I have now played over 40 DS games, there are certainly many more to come. During February I also plan to start reviewing some of my favourite books and authors, as reading is another of my passions.

And of course, January saw lots of snow

January has seen the launch of several new magazines, two of which I have taken a look at – Knit & Stitch and Simply Crochet. Knit & Stitch represents especially good value, coming as it does with balls of wool and knitting needles/crochet hooks. If you’re thinking of taking up a new hobby or rediscovering long-forgotten skills, this type of magazine could be a great buy.

In January we often tend to take a close look at our budgets in the wake of all the added expense of Christmas. With this in mind, I wrote “5 Ways To Cut Your Shopping Bills”” and “”5 Ways To Cut Household Bills”, outlining some handy money-saving tips. If you haven’t read these yet, then do take the time to check these out.

There’s a lot more to come next month, so please keep reading. Thanks to you all.

Follow me on Twitter @shoppersjoy

EDF – Customer Services To Complaints

We’ve been customers of EDF for many years and have always found their customer services advisers generally helpful at sorting out queries with bills etc. Until the latest little problem …

A letter was sent increasing our direct debit payments quite sharply, despite our current balance being easily cleared within a couple of months on our existing payments. Never mind, we thought, we’ll speak to them.

Ha! That’s when the fun (not) began. Three attempts were made over three separate days to contact EDF. Each time we waited patiently whilst being subjected to the most irritating music, before having to abort the exercise due to other more pressing matters.

One day, we finally got lucky … sort off. We were actually connected to a customer adviser, it’s just a shame she didn’t seem to have a clue what she was doing. We were (wrongly) told that EDF did not supply us with both gas and electricity – must have been a phantom energy company all this time then! The subject of payment was lost in the confusion, so we requested a chat with a superviser, who was supposed to ring back within half an hour.

An hour and a half later we received a phone call, from a rather irritated individual, who said the original adviser had got it all wrong (you don’t say), but by the way if we didn’t agree to the increased payments, we would be removed from the direct debit system! (I will be featuring direct debit payments in a later blog). Anyway, what she really wanted to do was to ring us back on Monday, for unspecified reasons, but probably because this was 1.30 on Saturday and she was due to knock off at 2.00 and needed to rinse her coffee cup or something before she went.

In frustration, we rattled off an email to the EDF ‘Complaints Resolution Manager’, who actually proved to live up to the title. In less than 24 hours of sending the email, we received a call, which actually quite painlessly resolved the situation, allowing us to keep our existing payments without any fuss.

Yes, of course we would have preferred to resolve the matter with our first phone call, but it’s nice to know that at least EDF’s complaints department is on the ball. Perhaps a little re-training for some of the customer advisers/supervisers wouldn’t go amiss though, so come on EDF let’s have your whole customer services team working efficiently!

Let me know your experience of customer advisers. comments@shoppersjoy.co.uk