Customer Service Fiasco at Kennilworth Game

Final email at the end of a Customer Services fiasco at Game Kennilworth:

Good Day

I am a freelance writer and I run a communications business. I have been without the use of my own laptop for 7 weeks now. I have been through this story in store and over the phone. Kindly speak to Sonja in Customer Services to find out why the laptop was not booked in for repairs. I am not going to waste any more time on this. My Game Card number is 50221.... Kindly close the account and write-off the remaining amount for the purchase of the failed laptop as I refuse to make any further payment for it. You are welcome to send somebody to collect the failed laptop, as long the person who comes to collect it can quote the serial number on the back of it. I will be using the outstanding funds to purchase a new laptop from a reputable provider.

Regards D M Collier

Clearly their IT MIS needs drastic upgrading and integrating. Ot os a;so impossible to reach any senior managers at Game or Directors at RCS Cards by email. You either have to go to their offices physically or phone (at your own expense) and go through layers of call centre agents, never reaching anyone with authority to make a final decision.

The Customer Service section has no idea what the sales department is doing who has no idea what the marketing department is doing who has no clue what their buyer is doing who has no idea what the RCS credit department is doing... I can refer them to an experienced retail HR and OD consultant and a CRM specialist who can help them to integrate their systems if they really care to provide efficient, effective customer service.

P.S. I do not answer calls that are not on my contact list and which generally turn out to be recorded sales messages trying to sell me property in Outer Mongolia...