ESTERDAY I ranted about my experiences with Wilko. This rant came after wasting no less than 3 days without making progress, so I wasn’t so trigger-happy. In fact, I was patient and polite all along. I was trying to be understanding. I am still polite, but obviously my rants are becoming more disruptive to Wilko, as my messages — I am told — now circulate at management level and they try to find a solution. I haven’t received the money that was ‘stolen’ from me (yet) and it’s no longer about money. It’s about a lot more than that. Had Wilko dealt with the faults of DCPayments more properly, things would be smooth and trivial for everyone. There are two parties at fault: DCPayments (of Infocash) and Wilko. The audio below explains why.
In the previous post about it I explained what had happened and shared some correspondence for the record. When I came to the store today (especially for that I had to go to Town) I was greeted by a nice lady who said she had heard about this or remembered me.
This was not the person whom I needed to speak to (I asked for management), so I was then escalated to another non-manager. She wanted me to have a bunch of forms to fill out, as if the issues are indeed quite frequent (they seem prepared for this). But still, this is not what I asked for. Here is the short conversation:
I declined to waste my time doing this and asked to speak to the manager, who turned up several minutes later and took me for a discussion at the corner (further away from clients). I needed to be escalated to the third level to speak to this manager, who was the person I was there to see in the first place. That’s the same thing which happened last time (several escalations needed). The main conversation was with him and it was amicable. Some bits were rather revealing (about what had been going behind the scenes, so to speak).
Personal lesson learned from this: record staff you speak to as they tend to lie afterwards (to cover their behind) about what they had said. This is actually the first time that I use a recording device in such a circumstance. I have never done this before. In the audio, as I pointed out, there is an alternation of what was said by the previous manager I spoke to (regarding going to the bank), or maybe an alternation of what she had said by the second manager (‘broken telephone’). He said that Wilko had 400 such machines and defended their robustness. This turned out to be a weak argument as towards the end he admitted that he himself had experienced an issue with the machines.
I am supposed to hear back by Tuesday about what happened and what happens next.
I only found out the name of the supplier, DCPayments, after I had gotten back home and looked up Infocash. Wilko never gave me the name of the supplier, or only gave it begrudgingly at the end (saying I can find the name on the machine, which sports the “Wilko” logo).