Breaking news is that John Lewis Partnership card services have just written. They say:
Merchant: PAPILLON INTERNET RSRV
Amount: £31.26
Thank you for your recent enquiry regarding the above transaction.
We have arranged for the above amount to be refunded to your account as the charge has been returned to the merchants bank. The credit will appear on your next statement.
If our claim is unsuccessful, we will contact you again. This may result in the above transaction being re-debited from you raccount.
Please accept my apologies for the inconvenience that this has caused to you...
Another brilliant example of how to do customer service from John Lewis - who wouldn't pay a little extra for a service like that? Are you listening Becky?
Saturday, May 26, 2007
Thursday, May 10, 2007
Papillonsucks.com is live
I've now managed to transfer papillonsucks.com dns to kattare and publish via FTP to their server.
The only problem is that none of the nice Blogger template customization works if you publish via FTP. So I'm trying to leave blogspot hosting but point the web dns entry here. Only time will tell...
...and after 30 minutes or so to let the change ripple through dns here we are. Live on www.papillonsucks.com.
The only problem is that none of the nice Blogger template customization works if you publish via FTP. So I'm trying to leave blogspot hosting but point the web dns entry here. Only time will tell...
...and after 30 minutes or so to let the change ripple through dns here we are. Live on www.papillonsucks.com.
Wednesday, May 9, 2007
What's the latest?
Hot news is publishing the correspondence to this blog. Just got to work out how to publish it at papillonsucks.com...
Oh and my credit card company now have my dispute form and all the correspondence. I wonder what they'll make of it.
Oh and my credit card company now have my dispute form and all the correspondence. I wonder what they'll make of it.
Thursday, April 26, 2007
But now Papillon can't be bothered to reply
From: duncan@example.com
Subject: Re: Complaint - Order confirmation #296055
Date: 26 April 2007 22:36:43 BDT
To: becky@papillon.com
Cc: john@Papillon.com
Dear Ms Wirth
I have not received a reply to my last email.
If it is, perhaps you would confirm that this is your last word on the matter, as my credit card company would like to see the full correspondence.
Yours sincerely
Duncan McGregor
Subject: Re: Complaint - Order confirmation #296055
Date: 26 April 2007 22:36:43 BDT
To: becky@papillon.com
Cc: john@Papillon.com
Dear Ms Wirth
I have not received a reply to my last email.
If it is, perhaps you would confirm that this is your last word on the matter, as my credit card company would like to see the full correspondence.
Yours sincerely
Duncan McGregor
Thursday, April 19, 2007
Maybe John Becker can help?
From: duncan@example.com
Subject: Fwd: Complaint - Order confirmation #296055
Date: 19 April 2007 23:59:31 BDT
To: john@Papillon.com
Dear Mr Becker
I understand that you're an influential man around there. Perhaps you could put a stop to this madness?
Yours sincerely
Duncan McGregor
Subject: Fwd: Complaint - Order confirmation #296055
Date: 19 April 2007 23:59:31 BDT
To: john@Papillon.com
Dear Mr Becker
I understand that you're an influential man around there. Perhaps you could put a stop to this madness?
Yours sincerely
Duncan McGregor
My angry reply
From: duncan@example.com
Subject: Re: Complaint - Order confirmation #296055
Date: 19 April 2007 23:56:39 BDT
To: becky@papillon.com
Dear Ms Wirth
I would be a lot less angry than I am now if you had even bothered to read my original email. How seriously can you be taking this? To quote my first complaint verbatim:
> After checking-in I asked for receipt - girl printed it and
> disappeared out the back. Receipt said $992. Then spent 10 minutes
> at desk trying to find girl to confirm actual price. She had
> disappeared. Another woman finally took over and said total price
> $634.
>
> I query - say agreed $584 over phone. Am not happy - first you
> welch on a confirmed web booking and now you welch on agreed price.
> Am told Joanne made mistake - didn't include surcharge. I say she
> confirmed included surcharge - show notes - insist you honour
> price. Woman says please go watch safety brief, get me out of
> queue, will talk after. After brief says no dice - total price is
> $634.
>
> Now I've a wife, 2 children and 2 friends ready to board - I can
> hardly back out now. So we go ahead.
In the check-in queue, after weighing my children and my guests, after they had been through the safety brief - only then did I discover that you were not honouring our agreement. What would you do? The less you show any sign of remorse and continue this appalling treatment the more I am forced to the conclusion that this is deliberate bait and switch.
As you may have noticed by the amount of time I have spent over such a paltry sum, not being swindled is a matter of principle with me. So in preparation I have:
1. Received the dispute form from my credit card company
2. Just registered papillonsucks.com
I also plan to:
3. Post these emails to papillonsucks.com, set up a forum for other victims to air their complaints, and offer the community the chance to help me pursue my grievance by voting at reddit and digg.
4. Post these emails with your other bad publicity at http://las-vegas-hotels.tripadvisor.com/Attraction_Review-g45963- d553004-Reviews-Papillon_Grand_Canyon_Helicopters-Las_Vegas_Nevada.html
5. Submit the Arizona Attorney General Consumer Complaint Form at http://www.azag.gov/consumer/complaintformintro.html
6. Address my complaint to each of the associations listed on your website at http://www.papillon.com/popris/show_article.aspx?article_id=16
I do not wish to be vindictive, but you are leaving me no reason not to be. Your continued refusal to take this matter seriously is making me more frustrated and angry than I was at the beginning, and believe me I was pissed off then. We are getting to the point where I have nothing to loose, and the only way I can think of salvaging something from the situation is to take out my frustration in practical action.
So, stepping back from the brink, can we be reasonable? You have until Monday evening my time to confirm that you have refunded your overcharging in full. Should you wish to discuss the matter in the meantime I can be contacted on +44 7811 276953, GMT+1.
Yours sincerely
Duncan McGregor
Subject: Re: Complaint - Order confirmation #296055
Date: 19 April 2007 23:56:39 BDT
To: becky@papillon.com
Dear Ms Wirth
I would be a lot less angry than I am now if you had even bothered to read my original email. How seriously can you be taking this? To quote my first complaint verbatim:
> After checking-in I asked for receipt - girl printed it and
> disappeared out the back. Receipt said $992. Then spent 10 minutes
> at desk trying to find girl to confirm actual price. She had
> disappeared. Another woman finally took over and said total price
> $634.
>
> I query - say agreed $584 over phone. Am not happy - first you
> welch on a confirmed web booking and now you welch on agreed price.
> Am told Joanne made mistake - didn't include surcharge. I say she
> confirmed included surcharge - show notes - insist you honour
> price. Woman says please go watch safety brief, get me out of
> queue, will talk after. After brief says no dice - total price is
> $634.
>
> Now I've a wife, 2 children and 2 friends ready to board - I can
> hardly back out now. So we go ahead.
In the check-in queue, after weighing my children and my guests, after they had been through the safety brief - only then did I discover that you were not honouring our agreement. What would you do? The less you show any sign of remorse and continue this appalling treatment the more I am forced to the conclusion that this is deliberate bait and switch.
As you may have noticed by the amount of time I have spent over such a paltry sum, not being swindled is a matter of principle with me. So in preparation I have:
1. Received the dispute form from my credit card company
2. Just registered papillonsucks.com
I also plan to:
3. Post these emails to papillonsucks.com, set up a forum for other victims to air their complaints, and offer the community the chance to help me pursue my grievance by voting at reddit and digg.
4. Post these emails with your other bad publicity at http://las-vegas-hotels.tripadvisor.com/Attraction_Review-g45963- d553004-Reviews-Papillon_Grand_Canyon_Helicopters-Las_Vegas_Nevada.html
5. Submit the Arizona Attorney General Consumer Complaint Form at http://www.azag.gov/consumer/complaintformintro.html
6. Address my complaint to each of the associations listed on your website at http://www.papillon.com/popris/show_article.aspx?article_id=16
I do not wish to be vindictive, but you are leaving me no reason not to be. Your continued refusal to take this matter seriously is making me more frustrated and angry than I was at the beginning, and believe me I was pissed off then. We are getting to the point where I have nothing to loose, and the only way I can think of salvaging something from the situation is to take out my frustration in practical action.
So, stepping back from the brink, can we be reasonable? You have until Monday evening my time to confirm that you have refunded your overcharging in full. Should you wish to discuss the matter in the meantime I can be contacted on +44 7811 276953, GMT+1.
Yours sincerely
Duncan McGregor
Becky refuses
From: becky@papillon.com
Subject: RE: Complaint - Order confirmation #296055
Date: 19 April 2007 22:21:59 BDT
To: duncan@example.com
Mr. McGregor,
I have not received a reply back from Joanne, but I have conferred with our Vice President Director of Operations who was the gentleman you referred to in your earlier email. Blanca who is the Assistant Manager offered to cancel your reservation due to the misunderstanding of the amount quoted to you. You at that time chose to pay the additional $60 fuel surcharge and continuing with the flight instead of cancelling and receiving a full refund. Due to this information, we do not feel that any further refund will be due to you.
Sincerely
Becky Wirth
Subject: RE: Complaint - Order confirmation #296055
Date: 19 April 2007 22:21:59 BDT
To: duncan@example.com
Mr. McGregor,
I have not received a reply back from Joanne, but I have conferred with our Vice President Director of Operations who was the gentleman you referred to in your earlier email. Blanca who is the Assistant Manager offered to cancel your reservation due to the misunderstanding of the amount quoted to you. You at that time chose to pay the additional $60 fuel surcharge and continuing with the flight instead of cancelling and receiving a full refund. Due to this information, we do not feel that any further refund will be due to you.
Sincerely
Becky Wirth
Wednesday, April 18, 2007
Trying to keep some momentum
From: duncan@example.com
Subject: Re: Complaint - Order confirmation #296055
Date: 18 April 2007 04:16:53 BDT
To: becky@papillon.com
Cc: john@Papillon.com
Dear Ms Wirth
Thank you for your reply.
I hardly think your organisation can deny the charge of not responding promptly. My first email was sent on the evening of the 5th, and I think its tone prompted a swift reply. By the evening of the 6th no-one had responded at all, hence my first enquiry as to whether anyone had received my mail. On the 8th I was told someone would get back to me on Monday (the 9th).
It looks like you did respond on the Monday; you just failed to send the email to me. Only after my prompting on the evening of the 11th was your mail dated the 9th finally forwarded to me on the 13th.
Nevertheless I am prepared to accept a plea of cock-up rather than conspiracy, and we are now in correspondence. Given this please tell me when Joanne is due to return, and so when I can expect your reply.
Thank you in anticipation,
Duncan McGregor
Subject: Re: Complaint - Order confirmation #296055
Date: 18 April 2007 04:16:53 BDT
To: becky@papillon.com
Cc: john@Papillon.com
Dear Ms Wirth
Thank you for your reply.
I hardly think your organisation can deny the charge of not responding promptly. My first email was sent on the evening of the 5th, and I think its tone prompted a swift reply. By the evening of the 6th no-one had responded at all, hence my first enquiry as to whether anyone had received my mail. On the 8th I was told someone would get back to me on Monday (the 9th).
It looks like you did respond on the Monday; you just failed to send the email to me. Only after my prompting on the evening of the 11th was your mail dated the 9th finally forwarded to me on the 13th.
Nevertheless I am prepared to accept a plea of cock-up rather than conspiracy, and we are now in correspondence. Given this please tell me when Joanne is due to return, and so when I can expect your reply.
Thank you in anticipation,
Duncan McGregor
Becky stalls
From: becky@papillon.com
Subject: RE: Complaint - Order confirmation #296055
Date: 18 April 2007 01:02:37 BDT
To: duncan@example.com
Mr. McGregor,
The very first contact I had with you was dated by your email April 6th, I responded upon reading it for the first time on the 9th which is a Monday, the first I would have been back in the office. I have a call in to Joanne to hear from her exactly what she said to you, for on the website it states the fuel surcharge is paid upon checkin. She was currently out of the office and has a note to contact me upon her return. Once I get all of the pertinent facts, I will get back to you as soon as possible.
Sincerely,
Becky Wirth
Subject: RE: Complaint - Order confirmation #296055
Date: 18 April 2007 01:02:37 BDT
To: duncan@example.com
Mr. McGregor,
The very first contact I had with you was dated by your email April 6th, I responded upon reading it for the first time on the 9th which is a Monday, the first I would have been back in the office. I have a call in to Joanne to hear from her exactly what she said to you, for on the website it states the fuel surcharge is paid upon checkin. She was currently out of the office and has a note to contact me upon her return. Once I get all of the pertinent facts, I will get back to you as soon as possible.
Sincerely,
Becky Wirth
Saturday, April 14, 2007
Why has Becky not helped?
From: duncan@example.com
Subject: Re: Complaint - Order confirmation #296055
Date: 14 April 2007 13:45:38 BDT
To: becky@Papillon.com
Cc: john@Papillon.com
Dear Ms Wirth
Finally a reply. Still better 7 days and 2 reminders late than never, thank you.
Reading your email, firstly my treatment at your check-in desk, poor as it was, is a bit of a red-herring. I can't remember the girls name, but a man and a woman claiming to be managers were involved in trying to find her. Perhaps they can help you.
As for the rest of your mail, I'm afraid that after all this time you fail to address the salient points of my complaint.
1. That your web site accepted a reservation for an Imperial Air Tour that you then chose not to honour, despite my party filling a helicopter, so that you could have run the tour at only the cost of turning away some people who had not yet booked flights.
2. That Joanne confirmed that the price of $584 included the surcharge. I specifically asked if it did "include the fuel surcharge", and she said "yes". Later I read back my notes, saying $584 all up including surcharge, and she said yes. Attached is my note of our conversation, made in the Best Western as we were talking.
3. That whether or not your company's calculations were correct, to fail to honour the agreement we had, especially after failing to honour my initial booking, is reprehensible.
This email is my affidavit that Joanne twice confirmed that the price of $584 included the surcharge. If Joanne is prepared to sign a statement saying that she did not say that the price included the surcharge then please forward it to me (a PDF or JPEG or TIFF scan will be acceptable). Otherwise I suggest that you have no case, and common decency should lead you to honour our agreement.
So it comes down to a simple question. Are you
a. Denying that Joanne said that the price quoted included the surcharge, and accusing me of lying;
b. Accepting my account and refusing to honour our agreement; or
c. Going to do the honourable thing and refund the money.
Yours sincerely
Duncan McGregor

Subject: Re: Complaint - Order confirmation #296055
Date: 14 April 2007 13:45:38 BDT
To: becky@Papillon.com
Cc: john@Papillon.com
Dear Ms Wirth
Finally a reply. Still better 7 days and 2 reminders late than never, thank you.
Reading your email, firstly my treatment at your check-in desk, poor as it was, is a bit of a red-herring. I can't remember the girls name, but a man and a woman claiming to be managers were involved in trying to find her. Perhaps they can help you.
As for the rest of your mail, I'm afraid that after all this time you fail to address the salient points of my complaint.
1. That your web site accepted a reservation for an Imperial Air Tour that you then chose not to honour, despite my party filling a helicopter, so that you could have run the tour at only the cost of turning away some people who had not yet booked flights.
2. That Joanne confirmed that the price of $584 included the surcharge. I specifically asked if it did "include the fuel surcharge", and she said "yes". Later I read back my notes, saying $584 all up including surcharge, and she said yes. Attached is my note of our conversation, made in the Best Western as we were talking.
3. That whether or not your company's calculations were correct, to fail to honour the agreement we had, especially after failing to honour my initial booking, is reprehensible.
This email is my affidavit that Joanne twice confirmed that the price of $584 included the surcharge. If Joanne is prepared to sign a statement saying that she did not say that the price included the surcharge then please forward it to me (a PDF or JPEG or TIFF scan will be acceptable). Otherwise I suggest that you have no case, and common decency should lead you to honour our agreement.
So it comes down to a simple question. Are you
a. Denying that Joanne said that the price quoted included the surcharge, and accusing me of lying;
b. Accepting my account and refusing to honour our agreement; or
c. Going to do the honourable thing and refund the money.
Yours sincerely
Duncan McGregor

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