to think that if a company phone me for feedback

[LIZS]

the caller could at least take the time to listen to my comments properly before getting defensive and telling me that is n't how they work .

Back story : Oven took 2 visits to fix due to engineer not having been fully informed of the fault - "a noisy fan" - and then having to order the part (which apparently comes all the way from Italy only by specific order!) causing a further delay. Not the servicing company's- who the caller represented - fault apparently but manufacturers (with whom we have a service contract). I pointed out that as far as I, the customer, was concerned, it was all part of one deal and how they contract it between them isn't of direct relevance. Sadly I didn't really get a chance to say how much I had appreciated the engineer battling through the snow to fit the part :(

"so you don't want my honest feedback then, you just want to be able to tick the box that says you're great?"

Honestly. What's the point of getting feedback if they're not going to use it to improve?

exactly how I felt, and I said something quite similar !

and what was his reply?

her . There was a pause, I'd obviously gone off script, so I reiterated that my feedback was that I felt their system was inefficient and it had taken longer than was necessary to sort the problem out, leaving us without an oven for 2 further weeks. I even told her I could have got the part quicker off e-spares which she didn't counter apart from stating that then it would n't have come under the policy.

If she didn't want my feedback she should n't have asked such an open question !

good for you.