There’s a right way and a wrong way to react to poor customer service and mistakes, and this letter from a couple of weeks ago in the Irish Independent highlights a few things done the wrong way in the face of E-Flow toll problems.
Sir — Your eFlow letter, (Sunday Independent, May 24, 2009) prompts me to relate my experience. I drove Southbound on the M50 on Bank Holiday Monday, May 4.
I returned Northbound. that evening, and paid the €6.00 toll on the website. Payment Number 440269.
Some days later, I received a request for payment of €6.00., which I ignored. Two weeks later, I received Unpaid Toll Notice, requesting €47.50, and advising that if this was not paid within 56 days, an additional charge of €104.50. would apply. I phoned and eventually got talking to a human (Tony). I explained the situation. He was not interested, and said that failure to discharge the Toll Violation Notice, would result in prosecution. As far as I am concerned I have a receipt.
They can eFlow off.
Malahide, Co Dublin
First things first, if you have a problem with customer service or any issue with a company, you should not ignore it. I realise we’re dealing with E-Flow here, but I would hope that a quick phone call on the day when the next bill was received could have sorted all out.
If you get a bill from anyone, whether it’s paid or unpaid, you should always follow up to confirm that you’re understanding of the current situation (i.e. bill is paid) is the same as the company itself – and therefore they can update their records accordingly.
On another note, despite any and all provocation, you should also be polite when you’re dealing with customer service people. In this particular situation, I can’t say how the interactions went, but I’m willing to guess that if the writer of the letter is willing to have their “e-flow off” statement attributed to themselves in a national newspaper, then things might not have gone swimmingly between himself and Tony over the phone.