[Deecee]

On the 31st July 2008 I purchased an item featured on the front page of the Qantas FF Store website. It stated a 10 working day delivery. It is now TEN WEEKS today since I ordered this item paying with a combination of points and cash which was deducted from my Visa card on 1st August.

On the 15th August I phoned the Frequent Flyer 1300 number to enquire on the delivery of the item. They said they would expedite the order and would get back to me in three days.

The next week I still had not had any contact so I called again. I was then told that the item would not be delivered until the second week in September. The second week in September came and went.

On the 16th September I emailed Carlson Marketing as managers of the Frequent Flyer Program.

I received a phone call later that day from Saaid Japie of Carlson Marketing who said he was letting me know that they read their emails. He said he would look into the matter and would expedite the order and get back to me in a couple of days. I never heard back.

On 22nd September I emailed Qantas Customer Help.I received an automated email to say a consultant would shortly contact me. I have not been contacted by a consultant as of the 9th October.

On the 25th September I sent another email to Carlson Marketing. No response has been received.

I then phoned Carlson Marketing later that day at a Melbourne number. The phone was answered by a message saying ‘extension 7111 is not available. If you require to speak to an operator press ‘0” which I did. The phone was then answered by a female simply giving an extension number.

I asked to speak to the Manager of the Qantas Frequent Flyer Account. I held on for 7 minutes listening to music before the phone was answered by “Mark”. I asked his position and he said a Team Leader and I said I had asked to speak to a Manager and he said he is responsible for the account. I gave up and spoke to him. He told me they do not have a Melbourne phone number, that they are based in Sydney. I told him that there was a White Pages online listing for Carlson Marketing in South Melbourne and that was the number I was calling him on but he insisted there was no such number or address. I told him I had had contact from Saaid Japie on 16th but not heard back. I said that considering I had held on for 7 minutes on this call before getting to speak to anyone then I was glad I had not called the Sydney number.

Again Mark listened to my complaints and said he would expedite the order, promised to get back to me in a few days etc. I pointed out that the item was still being advertised as a feature item on the front page of the webpage and with a 10 working day delivery. He said they are having a lot of problems with deliveries overall and that they are delivering new orders but having problems with old orders! I asked that he please call me back and let me know what was happening with my order. I asked that if there was no answer on my number to leave a message. He said he would speak to ‘his manager’’ – isn’t this who I had originally asked to speak to?

It is now 2 weeks later and I have not heard anything.

On the 2nd October I wrote to the CEO of Qantas at Head Office hoping to get some sort of response. No reply.

I am beginning to take the attitude that this is close to fraud. I paid for an item, payment was deducted from my credit card, and delivery has not been made in 10 weeks despite phone calls and correspondence. The item is still being advertised for sale on the Qantas FF Store website. If this was ebay or another online transaction I am sure it would be viewed as fraud.

[nlagalle]

Originally Posted by Deecee

I am beginning to take the attitude that this is close to fraud. I paid for an item, payment was deducted from my credit card, and delivery has not been made in 10 weeks despite phone calls and correspondence. The item is still being advertised for sale on the Qantas FF Store website. If this was ebay or another online transaction I am sure it would be viewed as fraud.

I wouldn't go as far as fraud, just a huge cock up. Call your Credit card company, explain the situation and get the charge reversed. That will get them calling you.

[Lindsay Wilson]

deecee, that is certainly very poor Customer Service from a number of different businesses involved in the overall transaction.

You did the right thing to escalate the issue after a number of attempts and obviously have kept good records. I would think that it's time to put the complaint in writing (stating exactly what you have here), as you haven't had your complaint resolved from any contact yet. Now I'm not sure to whom to send the complaint, however if other members have had similar issues, I'm sure one of them will have a contact name.

A Team Leader is a Manager and should have enough understanding of the people and process within your transaction. They also should have been given the responsibility by their management to be able to sort out issues like yours. Everybody in a company has a Manager - except for the Chairman.

Best of luck with getting your item. I don't think it's unreasonable to ask for some type of compensation for the delays...

[oz_mark]

Customer Care might be a place to contact, although they don't seem to publish a phone number, just an address and a fax number from what I could see. Maybe ring head office?

Edit Add: The Frequent Flyer Store phone number is 1300 308 377

[MelUser]

Have you tried Dept of Consumer Affairs in the State within which you live?

You could also take Qantas to the small claims court in your state (normally this is part of the Magistrate's Court System).

Perhaps also your credit card company would refund the money you have spent if you phone them or write to them (although this doesn't help with the points).

You don't tell us how much money or points you have lost - if it is a small amount it may be easier to let go and move on.

[Deecee]

I wrote to Qantas Head Office - actually addressed it to the CEO! I attached all correspondence. I have worked in PR and would have thought that at least THAT would have got some appeasing letter or phone call from an underling. But no - nothing! Lack of concern and customer service seems to reach right to the very top.

I have emailed Qantas Customer Care and all I got was an automated response to say a consultant would be in touch soon - weeks later still waiting!

I have also written to Consumer Affairs in Victoria but they cannot act because it is 'not in Victoria' and also less than the amount they can take action on.

I have also written to Choice Magazine.

It is not a lot of money or points and the original transaction was made to prevent loss of points at the end of October. It is only 8300 points and $40 cash but that is not the point.

Those points cost me about $10,000 to accumulate and $40 is $40 - it is not the points or the money, it is the principal of something being advertised for sale, a deduction made from a credit card for the sale and the goods not being supplied and just being fobbed off by ever so polite and understanding Team Managers who 'see you have been waiting for quite some time. I will expedite the order and get back to you in 3 days".

I am as mad about not getting any promised calls back etc as not receiving the goods. I have kept myself polite during all phone calls but it is getting hard not to throw a hissy fit!

If this was an ebay transaction the seller 'store' would be pulled off the web and they would be barred as a seller.

Just because it is Australia's flagship airline should we be prepared to be ripped off!

[docjames]

That sounds horrible.

The Chairman has a "manager" - the Board of Directors (in theory anyway) and the Shareholders.

[Flashware]

It's not just QF, Dell did the same thing to me on a laptop purchase last year. The model had just been released, I ordered/paid for it on that day, it took close to 10 weeks to arrive due to a shortage of LED backlit screens.

[wallacej]

Originally Posted by MelUser

Have you tried Dept of Consumer Affairs in the State within which you live?

You could also take Qantas to the small claims court in your state (normally this is part of the Magistrate's Court System).

Perhaps also your credit card company would refund the money you have spent if you phone them or write to them (although this doesn't help with the points).

You don't tell us how much money or points you have lost - if it is a small amount it may be easier to let go and move on.

I dont think the value is of concern. Imagine if they did it to every small redemption.

[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.