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North East Buses Local Bus Scene Operations, Management & Infrastructure Customer Service thread

Customer Service thread

Customer Service thread

 
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Adrian



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12 Nov 2014, 8:59 pm #125
(12 Nov 2014, 8:47 pm)Dan Well, AVL should certainly bring Go North East up to the standard set by Stagecoach... Not so sure where the idea about Arriva North East having a great presence on Social Media has come from? I think I'm right in suggesting that all of Arriva's Customer Service departments are based in Luton; as such, this frequently leads to Arriva making mistakes (even if it is just the spelling of locations) and also leads to misunderstanding with regards to locations (ie reference to a pub within a location instead of a specific timing point on a timetable)... Conversely, Go North East and Stagecoach employ local staff who have a greater knowledge of the region, and make fewer mistakes...
Interestingly, the Social Media representative for Arriva appears to use their mobile phone to see and reply to queries (which appears to have led to a 'typo'!). See this post.

Agree with your posts regarding Windows Phone; however, I think cost will be prohibitive. The cost to develop a mobile phone application on another platform will impact on the viability of doing so, especially when you're only providing it for what could potentially be 9% of customers.

The reference to the standard set by Stagecoach and Arriva was more so in reference to their live reporting. Arriva choose to do this by giving their users direct access to AVL, and Stagecoach actively report on this throughout the day. That's the standard I'm referring to where I say I feel GNE will exceed it.

On app development, the cost can often be nominal. Of course, just because 9% of the smart-phone market share in the UK is the Windows Phone, it doesn't mean that's 9% of GNE's customers.  I note that their website uses Google Analytics, so someone has access to exactly what share of their customers are trying to contact them, using a Windows Phone. Could be well over the 9%, or well below. I'd love to see it developed either way mind.

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Adrian
12 Nov 2014, 8:59 pm #125

(12 Nov 2014, 8:47 pm)Dan Well, AVL should certainly bring Go North East up to the standard set by Stagecoach... Not so sure where the idea about Arriva North East having a great presence on Social Media has come from? I think I'm right in suggesting that all of Arriva's Customer Service departments are based in Luton; as such, this frequently leads to Arriva making mistakes (even if it is just the spelling of locations) and also leads to misunderstanding with regards to locations (ie reference to a pub within a location instead of a specific timing point on a timetable)... Conversely, Go North East and Stagecoach employ local staff who have a greater knowledge of the region, and make fewer mistakes...
Interestingly, the Social Media representative for Arriva appears to use their mobile phone to see and reply to queries (which appears to have led to a 'typo'!). See this post.

Agree with your posts regarding Windows Phone; however, I think cost will be prohibitive. The cost to develop a mobile phone application on another platform will impact on the viability of doing so, especially when you're only providing it for what could potentially be 9% of customers.

The reference to the standard set by Stagecoach and Arriva was more so in reference to their live reporting. Arriva choose to do this by giving their users direct access to AVL, and Stagecoach actively report on this throughout the day. That's the standard I'm referring to where I say I feel GNE will exceed it.

On app development, the cost can often be nominal. Of course, just because 9% of the smart-phone market share in the UK is the Windows Phone, it doesn't mean that's 9% of GNE's customers.  I note that their website uses Google Analytics, so someone has access to exactly what share of their customers are trying to contact them, using a Windows Phone. Could be well over the 9%, or well below. I'd love to see it developed either way mind.


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Messages In This Thread
Customer Service thread - by Adrian - 16 Apr 2014, 8:15 pm
RE: Customer Service thread - by tyresmoke - 16 Apr 2014, 8:39 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 8:47 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 9:06 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 9:10 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 9:14 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 9:15 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 9:22 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 9:27 pm
RE: Customer Service thread - by Roland Pratt - 19 Apr 2014, 1:49 pm
RE: Customer Service thread - by R852 PRG - 19 Apr 2014, 5:29 pm
RE: Customer Service thread - by Davey Bowyer - 18 Apr 2014, 9:54 pm
RE: Customer Service thread - by Adrian - 01 May 2014, 6:05 pm
RE: Customer Service thread - by Dan - 01 May 2014, 6:13 pm
RE: Customer Service thread - by Adrian - 01 May 2014, 6:37 pm
RE: Customer Service thread - by Dan - 15 May 2014, 10:35 am
RE: Customer Service thread - by Andreos1 - 01 May 2014, 9:33 pm
Re: RE: Customer Service thread - by Adrian - 15 May 2014, 2:38 pm
RE: Customer Service thread - by robisdave15 - 15 May 2014, 6:13 pm
RE: Customer Service thread - by R852 PRG - 15 May 2014, 6:15 pm
RE: Customer Service thread - by R852 PRG - 15 May 2014, 6:32 pm
RE: Customer Service thread - by Adrian - 15 May 2014, 7:17 pm
RE: Customer Service thread - by R852 PRG - 23 May 2014, 10:51 am
RE: Customer Service thread - by northern156 - 10 Jun 2014, 11:01 am
RE: Customer Service thread - by RM2186 - 10 Jun 2014, 1:32 pm
RE: Customer Service thread - by northern156 - 10 Jun 2014, 1:48 pm
RE: Customer Service thread - by RM2186 - 11 Jun 2014, 1:59 pm
RE: Customer Service thread - by northern156 - 10 Jun 2014, 2:05 pm
RE: Customer Service thread - by R852 PRG - 10 Jun 2014, 3:05 pm
RE: Customer Service thread - by Adrian - 10 Jun 2014, 3:24 pm
RE: Customer Service thread - by Jimmi - 10 Jun 2014, 4:31 pm
RE: Customer Service thread - by BJ10VUS - 10 Jun 2014, 9:27 pm
RE: Customer Service thread - by R852 PRG - 11 Jun 2014, 3:39 pm
RE: Customer Service thread - by Adrian - 11 Jun 2014, 6:12 pm
RE: Customer Service thread - by R852 PRG - 11 Jun 2014, 6:28 pm
RE: Customer Service thread - by BJ10VUS - 25 Jul 2014, 6:30 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 9:13 pm
RE: Customer Service thread - by Michael - 13 Jul 2014, 9:19 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 9:24 pm
RE: Customer Service thread - by Tom - 13 Jul 2014, 9:27 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 9:29 pm
RE: Customer Service thread - by mb134 - 13 Jul 2014, 9:20 pm
RE: Customer Service thread - by Dan - 13 Jul 2014, 9:22 pm
RE: Customer Service thread - by idiot - 14 Jul 2014, 8:18 am
RE: Customer Service thread - by cbma06 - 14 Jul 2014, 9:01 am
RE: Customer Service thread - by MurdnunoC - 14 Jul 2014, 9:44 am
RE: Customer Service thread - by Dan - 14 Jul 2014, 9:47 am
RE: Customer Service thread - by MurdnunoC - 14 Jul 2014, 9:57 am
Re: RE: Customer Service thread - by Dan - 14 Jul 2014, 10:08 am
RE: Customer Service thread - by tyresmoke - 14 Jul 2014, 10:25 am
RE: Customer Service thread - by Dan - 14 Jul 2014, 10:57 am
RE: Customer Service thread - by Adrian - 25 Jul 2014, 2:23 pm
RE: Customer Service thread - by Roland Pratt - 25 Jul 2014, 2:37 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 3:02 pm
RE: Customer Service thread - by Tom - 25 Jul 2014, 3:02 pm
RE: Customer Service thread - by R852 PRG - 25 Jul 2014, 3:19 pm
RE: Customer Service thread - by VolvoMarkII - 25 Jul 2014, 5:26 pm
RE: Customer Service thread - by R852 PRG - 25 Jul 2014, 6:45 pm
RE: Customer Service thread - by mb134 - 25 Jul 2014, 8:14 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 9:49 pm
RE: Customer Service thread - by mb134 - 25 Jul 2014, 9:56 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 9:48 pm
RE: Customer Service thread - by R852 PRG - 25 Jul 2014, 11:21 pm
RE: Customer Service thread - by Tom - 26 Jul 2014, 7:23 am
RE: Customer Service thread - by mb134 - 26 Jul 2014, 7:44 am
RE: Customer Service thread - by tyresmoke - 26 Jul 2014, 7:53 am
RE: Customer Service thread - by Dan - 26 Jul 2014, 8:02 am
RE: Customer Service thread - by L469 YVK - 01 Aug 2014, 4:33 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 4:40 pm
RE: Customer Service thread - by palatine3833 - 26 Jul 2014, 8:35 am
RE: Customer Service thread - by Dan - 26 Jul 2014, 8:39 am
RE: Customer Service thread - by palatine3833 - 26 Jul 2014, 8:33 am
RE: Customer Service thread - by Adrian - 26 Jul 2014, 9:13 am
RE: Customer Service thread - by Dan - 01 Aug 2014, 11:33 am
RE: Customer Service thread - by MurdnunoC - 01 Aug 2014, 12:24 pm
RE: Customer Service thread - by Dan - 01 Aug 2014, 12:26 pm
RE: Customer Service thread - by MurdnunoC - 01 Aug 2014, 2:39 pm
RE: Customer Service thread - by Dan - 01 Aug 2014, 2:50 pm
RE: Customer Service thread - by S813 FVK - 01 Aug 2014, 3:23 pm
RE: Customer Service thread - by Andreos1 - 01 Aug 2014, 4:44 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 4:52 pm
RE: Customer Service thread - by Andreos1 - 02 Aug 2014, 9:14 am
RE: Customer Service thread - by Drifter60 - 01 Aug 2014, 2:08 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 1:42 pm
RE: Customer Service thread - by R852 PRG - 01 Aug 2014, 2:05 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 2:09 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 3:26 pm
RE: Customer Service thread - by S813 FVK - 01 Aug 2014, 3:32 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 3:47 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 4:29 pm
RE: Customer Service thread - by citaro5284 - 01 Aug 2014, 5:41 pm
RE: Customer Service thread - by Tom - 02 Aug 2014, 5:21 pm
Customer Service thread - by R852 PRG - 02 Aug 2014, 6:03 pm
RE: Customer Service thread - by Tom - 02 Aug 2014, 6:05 pm
RE: Customer Service thread - by BJ10VUS - 02 Aug 2014, 8:03 pm
RE: Customer Service thread - by Dan - 02 Aug 2014, 8:05 pm
RE: Customer Service thread - by Jimmi - 02 Aug 2014, 8:10 pm
RE: Customer Service thread - by tyresmoke - 02 Aug 2014, 8:14 pm
RE: Customer Service thread - by Roland Pratt - 03 Aug 2014, 8:36 am
RE: Customer Service thread - by Tom - 07 Sep 2014, 8:15 pm
RE: Customer Service thread - by L469 YVK - 07 Sep 2014, 9:11 pm
RE: Customer Service thread - by Adrian - 07 Sep 2014, 9:18 pm
RE: Customer Service thread - by S813 FVK - 07 Sep 2014, 9:22 pm
RE: Customer Service thread - by Andreos1 - 09 Sep 2014, 10:26 am
Re: RE: Customer Service thread - by Dan - 09 Sep 2014, 10:39 am
RE: Customer Service thread - by gtom - 09 Sep 2014, 7:54 pm
Re: RE: Customer Service thread - by Adrian - 09 Sep 2014, 8:08 pm
RE: Customer Service thread - by gtom - 09 Sep 2014, 10:40 pm
RE: Customer Service thread - by Adrian - 23 Sep 2014, 5:21 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 4:08 pm
RE: Customer Service thread - by Michael - 07 Oct 2014, 6:27 pm
RE: Customer Service thread - by Adrian - 07 Oct 2014, 7:22 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 7:25 pm
RE: Customer Service thread - by Adrian - 07 Oct 2014, 7:30 pm
Customer Service thread - by R852 PRG - 07 Oct 2014, 6:13 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 6:22 pm
RE: Customer Service thread - by Andreos1 - 13 Oct 2014, 5:16 pm
RE: Customer Service thread - by Andreos1 - 07 Nov 2014, 10:34 pm
RE: Customer Service thread - by Dan - 09 Nov 2014, 6:00 pm
RE: Customer Service thread - by Adrian - 09 Nov 2014, 7:47 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 6:45 pm
RE: Customer Service thread - by Adrian - 12 Nov 2014, 8:17 pm
RE: Customer Service thread - by Dan - 12 Nov 2014, 8:47 pm
RE: Customer Service thread - by Adrian - 12 Nov 2014, 8:59 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 9:13 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 9:28 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 9:38 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 9:50 pm
RE: Customer Service thread - by Dan - 17 Nov 2014, 2:42 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 10:17 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 10:29 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 10:41 pm
RE: Customer Service thread - by Adrian - 13 Nov 2014, 5:50 pm
RE: Customer Service thread - by Dan - 13 Nov 2014, 6:09 pm
RE: Customer Service thread - by Adrian - 13 Nov 2014, 6:14 pm
RE: Customer Service thread - by citaro5284 - 15 Nov 2014, 8:41 am
RE: Customer Service thread - by eezypeazy - 15 Nov 2014, 9:24 am
Re: RE: Customer Service thread - by Adrian - 15 Nov 2014, 9:29 am
RE: Customer Service thread - by Andreos1 - 29 Nov 2014, 5:32 pm
RE: Customer Service thread - by Dan - 01 Dec 2014, 5:35 pm
RE: Customer Service thread - by Adrian - 08 Dec 2014, 8:48 pm
RE: Customer Service thread - by Dan - 08 Dec 2014, 8:51 pm
RE: Customer Service thread - by mb134 - 08 Dec 2014, 9:15 pm
RE: Customer Service thread - by cbma06 - 12 Dec 2014, 6:59 pm
RE: Customer Service thread - by cbma06 - 12 Dec 2014, 7:08 pm
RE: Customer Service thread - by Jimmi - 12 Dec 2014, 8:50 pm
RE: Customer Service thread - by Tom - 12 Dec 2014, 8:51 pm
RE: Customer Service thread - by Adrian - 12 Dec 2014, 11:10 pm
RE: Customer Service thread - by Jimmi - 12 Dec 2014, 9:09 pm
RE: Customer Service thread - by Andreos1 - 13 Dec 2014, 9:15 am
RE: Customer Service thread - by mb134 - 30 Dec 2014, 3:51 pm
RE: Customer Service thread - by Dan - 30 Dec 2014, 3:57 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 4:05 pm
RE: Customer Service thread - by Adrian - 30 Dec 2014, 4:28 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 4:39 pm
RE: Customer Service thread - by tyresmoke - 30 Dec 2014, 9:56 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 10:07 pm
RE: Customer Service thread - by tyresmoke - 31 Dec 2014, 7:35 am
RE: Customer Service thread - by mb134 - 31 Dec 2014, 9:39 am
RE: Customer Service thread - by Adrian - 30 Dec 2014, 4:31 pm
RE: Customer Service thread - by Andreos1 - 30 Dec 2014, 9:19 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 9:24 pm
RE: Customer Service thread - by Adrian - 30 Dec 2014, 10:02 pm
Customer Service thread - by R852 PRG - 22 Feb 2015, 3:33 pm
RE: Customer Service thread - by Dan - 22 Feb 2015, 3:35 pm
Customer Service thread - by R852 PRG - 22 Feb 2015, 3:37 pm
RE: Customer Service thread - by Dan - 22 Feb 2015, 3:39 pm
RE: Customer Service thread - by R852 PRG - 20 Mar 2015, 6:09 pm
RE: Customer Service thread - by Michael - 31 Mar 2015, 8:41 pm
RE: Customer Service thread - by Andreos1 - 26 May 2015, 12:38 pm
Customer Service thread - by Adrian - 28 May 2015, 9:48 pm
RE: Customer Service thread - by Malarkey - 28 May 2015, 9:54 pm
RE: Customer Service thread - by S813 FVK - 28 May 2015, 10:15 pm
RE: Customer Service thread - by Davie - 28 May 2015, 10:30 pm
RE: Customer Service thread - by Jimmi - 02 Jun 2015, 8:34 pm
RE: Customer Service thread - by Andreos1 - 02 Jun 2015, 8:37 pm
RE: Customer Service thread - by Dan - 03 Jun 2015, 9:25 am
Customer Service thread - by Jimmi - 16 Jun 2015, 11:08 am
RE: Customer Service thread - by Adrian - 19 Jun 2015, 6:24 pm
RE: Customer Service thread - by Jimmi - 19 Jun 2015, 6:43 pm
Customer Service thread - by Adrian - 31 Jul 2015, 4:41 pm
RE: Customer Service thread - by S813 FVK - 11 Aug 2015, 6:51 pm
RE: Customer Service thread - by citaro5284 - 11 Aug 2015, 6:53 pm
RE: Customer Service thread - by S813 FVK - 11 Aug 2015, 6:54 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 6:59 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 6:57 pm
RE: Customer Service thread - by Adrian - 11 Aug 2015, 7:00 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 7:14 pm
RE: Customer Service thread - by Adrian - 11 Aug 2015, 7:17 pm
RE: Customer Service thread - by omnicity4659 - 13 Aug 2015, 1:09 pm
RE: Customer Service thread - by Adrian - 07 Sep 2015, 6:10 pm
RE: Customer Service thread - by Andreos1 - 07 Sep 2015, 7:55 pm
RE: Customer Service thread - by R852 PRG - 07 Sep 2015, 8:01 pm
RE: Customer Service thread - by northern156 - 07 Sep 2015, 9:04 pm
RE: Customer Service thread - by citaro5284 - 08 Sep 2015, 4:06 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 3:32 pm
RE: Customer Service thread - by BusLoverMum - 26 Nov 2015, 3:56 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 4:01 pm
RE: Customer Service thread - by BusLoverMum - 26 Nov 2015, 4:09 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 4:30 pm
RE: Customer Service thread - by Tom - 23 Dec 2016, 5:49 pm
RE: Customer Service thread - by Andreos1 - 23 Dec 2016, 7:27 pm
RE: Customer Service thread - by Tom - 23 Dec 2016, 8:34 pm
RE: Customer Service thread - by Andreos1 - 23 Dec 2016, 11:16 pm
RE: Customer Service thread - by Ambassador - 23 Dec 2016, 10:23 pm
RE: Customer Service thread - by Adrian - 24 Dec 2016, 11:23 am
RE: Customer Service thread - by Michael - 23 Dec 2016, 10:27 pm
RE: Customer Service thread - by Dan - 09 Apr 2017, 7:09 am
RE: Customer Service thread - by Andreos1 - 09 Apr 2017, 8:15 am
RE: Customer Service thread - by markydh - 09 Apr 2017, 12:19 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 12:25 pm
RE: Customer Service thread - by James101 - 09 Apr 2017, 6:14 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 7:52 pm
RE: Customer Service thread - by James101 - 09 Apr 2017, 7:56 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 7:58 pm
RE: Customer Service thread - by Ambassador - 09 Apr 2017, 11:17 pm
RE: Customer Service thread - by LeeCalder - 10 Apr 2017, 6:19 am
RE: Customer Service thread - by Andreos1 - 10 Apr 2017, 8:55 am
RE: Customer Service thread - by Adrian - 10 Apr 2017, 9:32 am
RE: Customer Service thread - by Andreos1 - 10 Apr 2017, 9:40 am
RE: Customer Service thread - by markydh - 10 Apr 2017, 10:42 am
RE: Customer Service thread - by Andreos1 - 07 Dec 2017, 6:50 pm
RE: Customer Service thread - by Andreos1 - 28 Mar 2018, 5:45 pm
RE: Customer Service thread - by Chris 1 - 29 Mar 2018, 11:16 am
RE: Customer Service thread - by Andreos1 - 30 Mar 2018, 9:32 am
RE: Customer Service thread - by James101 - 30 Mar 2018, 9:39 pm
RE: Customer Service thread - by Andreos1 - 31 Mar 2018, 1:17 pm
RE: Customer Service thread - by Chris 1 - 04 Apr 2018, 12:16 pm
RE: Customer Service thread - by Andreos1 - 04 Apr 2018, 12:54 pm
RE: Customer Service thread - by Andreos1 - 12 Jul 2019, 5:36 pm
RE: Customer Service thread - by James101 - 24 Jul 2019, 9:30 pm
RE: Customer Service thread - by deanmachine - 24 Jul 2019, 10:41 pm
RE: Customer Service thread - by James101 - 24 Jul 2019, 11:02 pm
RE: Customer Service thread - by Adrian - 25 Jul 2019, 8:00 pm
RE: Customer Service thread - by Adrian - 16 Aug 2019, 6:46 pm
RE: Customer Service thread - by Andreos1 - 16 Aug 2019, 9:16 pm
RE: Customer Service thread - by Adrian - 24 Aug 2019, 8:59 pm
RE: Customer Service thread - by Tyne_Traveller - 25 Aug 2019, 8:38 am
RE: Customer Service thread - by Adrian - 25 Aug 2019, 3:26 pm
RE: Customer Service thread - by tyresmoke - 26 Aug 2019, 11:04 am
RE: Customer Service thread - by Andreos1 - 26 Aug 2019, 3:03 pm
RE: Customer Service thread - by Andreos1 - 23 Jun 2020, 8:05 pm
RE: Customer Service thread - by deanmachine - 30 Jul 2020, 7:05 pm
RE: Customer Service thread - by Andreos1 - 30 Jul 2020, 8:22 pm
RE: Customer Service thread - by tyresmoke - 30 Jul 2020, 7:38 pm
RE: Customer Service thread - by deanmachine - 30 Jul 2020, 8:17 pm
RE: Customer Service thread - by Rob44 - 31 Jul 2020, 10:40 am
RE: Customer Service thread - by Adrian - 14 Aug 2021, 1:22 pm
RE: Customer Service thread - by Adrian - 30 Mar 2022, 12:16 pm
RE: Customer Service thread - by streetdeckfan - 30 Mar 2022, 4:39 pm
RE: Complaint Stories - by Adrian - 18 Apr 2014, 8:23 pm