Last week I castigated Saga after being left stranded by them while attempting to amend my car insurance.
I had been invited to ‘ring back in 48 hours’ if my call was not urgent, then denied website access because of ‘routine maintenance.’
Eventually I managed to get the business done, but for a time they were, to all intents and purposes, incommunicado when I needed their assistance most.
This week I received a call from the chief executive’s office, apologising for the shoddy treatment and the subsequent inconvenience, which was all down to new procedures and equipment they were attempting to introduce.
Now that’s what I call customer service – and my faith has been restored.