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David Pibworth | The Blog


How To Make A Complaint: The 4 Point Plan

Don't mess with Mr Pibworth ...



At Christmas, I bought my daughter a drone as she wanted to film her horses from above. I bought it from a reputable shop, but I didn't want to buy a cheap one, nor one too expensive, so I asked for advice to buy one that we could work with as novices in this particular field ...

It's a shame we had to complain about our new drone, but it doesn't work, no matter what they said.

It's a shame we had to complain about our new drone, but it doesn't work, no matter what they said.

copyright: baton72 / 123rf stock photo

We bought one for £149.95 in the end. I decided that as she knew what she was getting, that we would try it out before Christmas which we did and it didn't work correctly. I tried again and again and still it didn't, so I sent it back recorded delivery asking politely for a refund.

"Two weeks later it was sent back to me with a brief note saying it did work; however, it didn't."

Rather than send it back, I emailed their customer complaints and explained, again politely, that it didn't work, but I would keep it at my office and when I received a refund I would send it back. I received another email saying it did and if I sent it back they would check it again.

My third email was slightly stronger saying that I wasn't impressed with their customer service, but could they review the situation and refund me.

I got an email back basically saying no and that is when my fourth and final email was sent, which basically said that the gloves were now off and if they didn't immediately refund me, not only would I contact my credit card company (for I always buy goods like that on a credit card as they guarantee to help you out if there are any problems), but I would demand to speak to someone at the top and hit the social media with full details of the problem, naming them as complete shysters.

The reply was so quick it was unbelievable. They would immediately refund me and would I please send the goods back to a Freepost address. So sorted.

This is typical I suspect. I guess their customer service team are told to fob customers off. I've only once before resorted to the 4 point plan which again worked.

So I've kept my side of the bargain in so far as I've not named the shop, but my advice is don't be fobbed off by them.

I sell magic and illusion goods goods online and into the trade (theatres and shows etc), and I put an unconditional guarantee on everything I sell having fully tested anything that comes through our office.

If someone buys something from my company and they are not happy with it, I refund them and then chat about it if required. Sometimes they haven't quite understood how a magic gag works, or occasionally it is faulty when they get it and 99% of the time they rebuy it, or something else because they have been treated so well.

To be fair I don't get many complaints, but when I do, I often turn them into very good customers because they know that they won't be fobbed off.

It's not rocket science to treat customers well and the reason I use the same people again and again, whether it be an electrician, plumber, or garage, is mainly due to how they look after me if there is a problem.

"When the chips are down, and you
feel you are being taken for a ride,
don't give up."

The 4 point plan works very well. Be nice at the start as that should usually work, but by the 3rd excuse, you need to go in hard and quick. But also be aware that you may need to follow any threat through, which I'm always happy to do.

Until next time ...


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More about David Pibworth ...

David is the owner of David Pibworth Productions (DPP) which provide corporate entertainment and also actors for corporate training and development.

Having worked in the Light Entertainment field for many years and produced shows for Al Murray & Joe Pasquale amongst others, David is in a position to advise on well-known comedy and musical acts. DPP also represent Ray Galton and Alan Simpson's scripts which include Hancock's Half Hour and Steptoe and Son.

He is the director of MK Theatre of Comedy who are very well known locally for their stage adaptations of classic comedy scripts such as Fawlty Towers, The Vicar of Dibley, Allo Allo and many others.

He is a long-standing member of Equity and the Directors Guild of Great Britain and has acted in, and directed, many productions over the years, mainly in Light Entertainment, but with occasional forays into Shakespeare etc. Every Christmas he is contracted as an Ugly Sister in Cinderella, currently with 'That's Entertainment' who also use him as a director.

He teaches eccentric magic for The Pauline Quirke Academy and MKTOC also run a youth drama school in Olney from the DPP offices.

David maintains his busy lifestyle is a surefire way to avoid being on any committees. He is married to Julie, and they have one daughter, Esther and live in Clifton Reynes, surrounded by dogs, cats and horses. They live so close to the church that David has instructed his daughter - when he dies and not before - to fire him over the wall from a circus cannon.