I recently had the windscreen of the MX5 replaced. The car is insured by The New Zealand AA. It was all dealt with quickly and efficiently by the AA and the local branch of the repairer who came to The Cottage and did it whist I was out. However when I wanted to know how long it would be before I could drive the car the staff at the national number I dialled for the company told me that I couldn't drive it for 24 hours or, in effect, it wouldn't be warranted if it leaked. W h a t? I knew that if it had been done at the repairer's I could have collected it later in the day. So I rang the local people (having eventually found the local number). It had been done several hours previously so I could drive it now. You cannot put it through a pressure washer for 24 hours.
The AA sent me a survey to find out if I was happy with them and the repairer. It won't take more than 10 minutes. 10 Minutes! Then the repairer sent me a survey asking me similar questions. However it was all black and white: was I on a scale from 1 to 10 where.... You know the sort of thing. I was delighted with the local service but if I answered less than happily it would be the local people who got the stick. The number crunchers can't crunch comments.
Today I got a survey from Flying Flowers whom I often use to send flowers in the UK. I recently ordered particular flowers for someone. FF tried to telephone my UK home number to tell me that they were substituting something else 'because the flowers I'd ordered were not available for the area they were to be sent to' so they had made a (completely different) substitution. W h a t? I emailed and said that I was not really happy and asking for an explanation. I've had no reply. Obviously they don't need my business. This time the survey allows for comments: I wonder if I'll ever get a response to what I will say about their service. As for the flowers the whole point for most users of Flying Flowers is that they are sending them to someone else so they will probably never see the flowers and if you send someone flowers are they going to tell you that your efforts resulted in bad flowers? Perhaps. But I bet the majority wouldn't.
I have just totted up that this is about the seventh survey I have had in the last week to 10 days. I ignored all the others. I'm developing yet another dislike.