gillpolack @ 2013-07-26T12:02:00
I have spoken to AAMI and they have spoken to me.
They can't shake themselves of the slight suspicion that it might be a bit my fault (which it isn't, for, as I keep explaining, I told everyone about the bracelet - I didn't just send it off!) but are prepared to admit that the whole thing was a chapter of accidents. I've asked that the young man at the other end of my temper be given my apology and also that they have a note that in cases like these (where the scripts don't allow of solution that will work for the client and everything goes round in circles until it sounds as if the client is being forced into something (which wasn't actually their aim) then they should let things be kicked upstairs. I suspect they already had this, and the guy I spoke to just was unhappy about doing it, for the person who spoke to me today said that they really, really try to resolve things on each call ie he was under pressure to resolve it and had somehow missed seeing that he couldn't offer the resolution for he didn't have the information. He should have rung off to get the information, or sent me upstairs. AAMI has admitted that he was less than perfect in his handling of it and I have apologised for losing my temper. We're all on speaking terms.
Anyhow, AAMI has talked to the jeweller and they're agreed on a process. This is what I was asking to hear about last time. I'm happy with the process. They're happy that I'm happy. They've asked if I mind that they push to get it done quickly. I'm *very* happy with this. I told AAMI about my conversation with the jeweller and that I was fine with what they had suggested.
And so it looks as if everything will one day be finished. If I'm lucky, it'll be before we hit the 18 month anniversary of the burglary. I'm hoping my great-niece gets her bracelet and necklace before she can walk.
So for me, it's wait and see, but at least we're all talking about the same thing now.
They can't shake themselves of the slight suspicion that it might be a bit my fault (which it isn't, for, as I keep explaining, I told everyone about the bracelet - I didn't just send it off!) but are prepared to admit that the whole thing was a chapter of accidents. I've asked that the young man at the other end of my temper be given my apology and also that they have a note that in cases like these (where the scripts don't allow of solution that will work for the client and everything goes round in circles until it sounds as if the client is being forced into something (which wasn't actually their aim) then they should let things be kicked upstairs. I suspect they already had this, and the guy I spoke to just was unhappy about doing it, for the person who spoke to me today said that they really, really try to resolve things on each call ie he was under pressure to resolve it and had somehow missed seeing that he couldn't offer the resolution for he didn't have the information. He should have rung off to get the information, or sent me upstairs. AAMI has admitted that he was less than perfect in his handling of it and I have apologised for losing my temper. We're all on speaking terms.
Anyhow, AAMI has talked to the jeweller and they're agreed on a process. This is what I was asking to hear about last time. I'm happy with the process. They're happy that I'm happy. They've asked if I mind that they push to get it done quickly. I'm *very* happy with this. I told AAMI about my conversation with the jeweller and that I was fine with what they had suggested.
And so it looks as if everything will one day be finished. If I'm lucky, it'll be before we hit the 18 month anniversary of the burglary. I'm hoping my great-niece gets her bracelet and necklace before she can walk.
So for me, it's wait and see, but at least we're all talking about the same thing now.
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