To anyone who uses HOMEAWAY. DONT! Faid - Trust and Security Manager – Homeaway UK. Dear Faid, I tried to contact you three times yesterday, first time you were not at your desk, second time you were on the phone and third time you were in a meeting the rest of the day, how convenient. This is firstly concerning your staff and second a potential client of mine who has faced problems obtaining any information on her compensation when someone hacked my homeaway account. I will start with your staff – I called over two weeks ago asking advice as I had been receiving suspicious emails. I spoke to Marcel who promised to examine the emails I forwarded and call me back the next day, this was 11th July. I phoned again and then again the last call on the 16th July and told Marcel was busy. I expected a call back. No one called. I phoned yesterday and got the most unhelpful, obnoxious person I have ever spoken to. Both myself and my potential client who lost money have spoken to this person. She told my potential client to “tone down her attitude’ not a good practice when she is trying to find out information after weeks of trying with no response. By coincidence, I was put through to the same person who said it’s ‘my prerogative what I do’ and when I said you do not have good customer service she stated “I’m not Customer Service’!! What a great attitude by your staff who clearly have no manners and will not take responsibility for this, literately blaming everyone else and not even having a corporate responsibility. This lady stated that when I phoned on the 16th July and I supposedly insisted to speak to Marcel, which I did not and I spoke to his colleagues that the matter was closed. How can it be closed if no one called back? If my homeaway account was “hacked” and you shut it down, why was I not notified?? According to your lady I was. Well you have my email address, please use it. The moral of the story is, please train your staff in how to deal with customers, please call back when you promise you will and finally please treat your clients (yes that’s me!) with a bit of respect, I hate to say it but we actually do pay your salaries! Finally the lady who lost money, please treat her with respect and pay her compensation in a timely manner. She was told by the same lady that the claims team was based in France and she couldn’t speak to them. Does France not have phone numbers? My advice is to listen to the recordings or our conversations with you colleagues, I’m sure you will then understand. I would like an answer TODAY why your organizations failed miserably and why you cannot take any responsibility for your lack of action. If not I will promote your very bad service to all my friends, clients and colleagues of how bad you really are and bad news spreads very fast (quicker than your response!)
Posted on: Wed, 24 Jul 2013 06:55:25 +0000
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