Quote:
Originally Posted by simonsjdaccountancy
Agreed - but what usually happens (in all but one case in my experience) is this:
1. OP with few if any previous posts comes on with a complaint of some kind -a complaint which has never previoulsy been raised with me or anyone else at my company
2. I post something along the lines of "please email me and I'll sort it out"
3. No one emails me or comes back to post anything else on the forum.
I'm not trying to convince anyone we are 100% perfect and we certainly can't be all things to all people, but as the largest provider in the market by a factor at least 4, we are wide open to competitors using underhand tricks to try to damage our reputation.
I would again urge any clients with any problems whatsoever to contact me directly - I'm always on hand to help
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1. It has been raised with your company (which you could know by now), but I refuse to spend time waiting for replies, and answers that I feel don't address the original concerns.
2. You posted to me along the lines of, and I am of course paraphrasing: "I'll help you, but I'll litigate against you if you say anything else I don't like." I find that an odd approach to customer service.
3. Let me be entirely clear, the reason I haven't contacted you is twofold, mainly because I am resolved to move away. You must understand that by the time someone gets so angry that they post on forums, they have already gone past the point of reconcilliation. Why has it taken however many emails and a forum posting to get to the point where you then reveal your email address (apologies if you've given it on this forum before, but I do not spend every waking hour trolling these boards)? Why is it not on the 'Contact Us' page. Why are your staff not authorised to issue the so called "personal Guarantee" pledge 1 refund when there is clearly a violation? When I asked whom I should make a complaint to the question was ignored. The other reason is your veiled legal threat. I have no time for bully tactics. Maybe this is why none of your other customers contact you either.
In my opinion, no one expects their accountant to be all things, and it seems that some people will continue to use accountants that they probably shouldn't, but I do expect a minimum of service and respect as a customer. I'm trying to run a business, and I pay someone else to deal with the accountancy. When I find that I spend a larger portion of my time chasing up accountancy matters or asking for advice which is not given, or is given weakly then I feel it's time to move.
I think there's an apparent problem in having one man in charge of an area the size of Scotland and yet seven regional managers in England. How can you ensure quality is being maintained? Who's watching the shop while you're on this forum?
There's no underhand sabotage tactics here, I'm just a p!ssed off customer who's had enough. All I'm trying to do is concentrate on my business and pay specialists to deal with some of the technical aspects. I don't know who I'm going to move to, god help me I even may take on this aspect of my business myself, because it may cost me less time in the end.
EDIT:Simon are you sure you are the SJD in SJD? I just looked at all of your previous posts,
this was the third or so in the list. To wit:
Quote:
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Well, even accountants have a holiday now and then - and when they do they let all the clients know in order to plan the workload.
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I recently emailed Ken to escalate my complaint and got his autoresponder:
I will be out of the office until Monday 30th June and will have intermittent access to email.
If there is anything urgent please contact either
Mandy@sjdscotland.com or
Lesley@sjdscotland.com
This was entirely news to me. Email Mandy, no response. If you are who you say you are maybe you should Mystery Shop your Scottish office.
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