[Starship]

Originally Posted by MelUser

My point was that sometimes in life it is easier to cut one's losses and move on. Yes you could chase this down every burrow but you have to weigh up the amount versus the cost (be it time, emotional, relationships etc) in chasing this. I am not making a value judgment but merely an observation and one possible alternative.

Mel - do not disagree with you, but also agree with the principal that fulfillment should take place with a reasonable time if they have taken your money.

Agree with the comment about obtaining a refund from the credit card company [which i would do], but i expect there is an 'ombudsman' to whom such a complaint can be forwarded. [not sure if this falls within the gamut of the telecommunications ombudsman given that the order was placed 'online', but as the fault is not with the carrier ie telstra or...., then I believe there is a 'generic one' who could act on your behalf - no matter the size of the claim.

Deecee. As you a reformed PR person (hmm -another communications spin doctor?), you could better comment on if there is any benefit in haranging Qantas' own communications people about problems with the FF program? [eg. Lloyd Quartermaine (02)9691 4058]. Clearly this would have been more timely press if the spin off / float of the FF program was going ahead - as any investor would like to know about potential issues.

[RMT]

I have had a similar story. On 22 August I used 101000 Qantas Frequent Flyer points to purchase 2 Myer Gift cards worth $750 and have had the same tale of fob offs and wait 2 weeks etc. I also spoke to line manager Mark who promised to get back to me and failed to do so. Last Wednesday I was sent a Stat Dec form from Natasha at CSR to confirm that I had not received the goods and was told they would send me the cards in express post in 2 weeks time. The whole saga has been frustrating and has left me feeling very sour towards QANTAS for allowing its name to be attached to such a dodgy company.

[NM]

Originally Posted by RMT

I have had a similar story. On 22 August I used 101000 Qantas Frequent Flyer points to purchase 2 Myer Gift cards worth $750 and have had the same tale of fob offs and wait 2 weeks etc. I also spoke to line manager Mark who promised to get back to me and failed to do so. Last Wednesday I was sent a Stat Dec form from Natasha at CSR to confirm that I had not received the goods and was told they would send me the cards in express post in 2 weeks time. The whole saga has been frustrating and has left me feeling very sour towards QANTAS for allowing its name to be attached to such a dodgy company.

Being Myer Gift Cards they can hardly claim to have delays in obtaining the stock . You mention needing to send a Stat Dec about not receiving the product. Is it right then to assume that in your example they claim to have send the goods but you never received them? This is always a difficult situation with postal delivery of such items unless they send using registered post.

[RMT]

Yes they said the cards were sent 3 weeks ago but when they did not arrive and I complained they sent the Stat Dec. They do not send registered mail! I told them it would be quicker for me to pop up to Myer and get the cards myself!!

[AussieMark]

Sorry to hear about all the effort and frustration.

I had a similar problem where it took about 4-5 weeks to get an Endota spa voucher delivered.

They kept saying they had 10 working days (2 weeks) to get back to me and then kept saying it would be arriving shortly and they would get back to me.

At one stage they asked me to call back later for an update and I said excuse me but I have already called 5 times, can you call me back please. He said yes and never did

Apparantly there was some delay as they had to get new vouchers written. I ordered two items and one came quickly, one didn't.

Quite frustrating I know...

[Deecee]

It is 11 weeks today since I placed the order with a 10 days delivery quoted. I have made countless calls to the 1300 number, direct to Carlson Marketing, emailed Carlson Marketing, emailed Qantas Customer Service, written to Qantas CEO, phoned Lloyd Quartermain as suggested yesterday and have emailed him all the details. Waiting to hear if I get a response.

Yes, I can notify Visa and get a refund but that is not the point. I also used points and I did so to stop losing points end of October.

I wonder how many of us there is out there who have had the same problem.

We hear so much on the media about the rip offs on ebay etc but in 10 years of using ebay I have never had a bad experience. This is the first time I have made a purchase on Qantas FF Store - enough said!

[rwatts]

Buy a small number of Qantas shares if you dont own any already and attend the annual general meeting on Friday 28 November 2008 in Brisbane or submit a question for the chairman in writing.

Ask why the board is endangering the brand reputation by allowing an association with such poor business practices or some similar succinct question.

Richard.

[Twister]

I'm sorry, I don't have a solution for you but only a similar tale of woe.... And I know Mark too, I've been dealing with him for some time but it doesn't seem to matter who I'm dealing with, they all appear to make false promises of returning calls or sending something the next day. It never happens and I just keep calling back.

That's not to mention the apparent lack of communication between QFF and the hotel chains who don't seem to know how the award booking system works. I get two conflicting stories.

It is simply atrocious how they treat their "loyal" customers.

[Starship]

Originally Posted by Deecee

, phoned Lloyd Quartermain as suggested yesterday and have emailed him all the details. Waiting to hear if I get a response.

Deecee - I hope you included the 'e' on the end of Quartermaine, otherwise your email may not have navigated the spam filters!

[Deecee]

Well, I was away for the day on Friday and when I got back there were FOUR messages on my answering machine from Qantas - including one from the CEO's office.

I finally collected my item from the PO today. It took a threat to go on a trashy current affairs program to get some action.

For all those who are having trouble with Carlson Marketing and the QFF Store write to Qantas CEO at Head Office. It is no use taking the attitude of putting it down to experience and not pursuing it as unless Qantas are aware of the difficulties and our dissatisfaction then Carlson Marketing will continue to manage the FF Store and continue to treat customers with contempt.