Communication has been great regarding my installation. I regularly get reminders and updates, the most recent being the night before the installation, which confirmed the time slot. However two hours into my 4 hour time slot I received an email to state that my installation had been cancelled.
The emails states that they had "tried to call a couple of times", which is factually untrue. Fortunately they did include a contact number. When I called Magnum they explained that they didn't have stock of the parts needed for my installation. Surely they would have known their stock levels the previous evening when they sent they confirmation reminder of my installation slot.
The communications also clearly highlight that I would be liable for a charge to my account if I cancel less than 24 hours before the install date, but they cancel halfway through my installation slot and only offer an apology that they didn't manage their stock levels appropriately. Since I have to take a day off work to be available for the installation I think that their offer of prioritising me when they get more stock is simply insufficient.
Best answer by Nataly
Thanks for your feedback about Magnum and cancellations
We used this feedback in our services review with Magnum Utilities - in both cases there were issues with local stock reaching the technicians.
Usually if this happened on the day, they'd utilise other engineers' stock (in the local area), but in these instances this wasn't possible.
Off the back of this the stock process is being looked into for improvement, with a wider review of the stock and logistics services too, to make sure this issue is prevented in future.
In terms of rebooking the cancelled appointments - the need for improvement was absolutely recognised. They've actually since changed the system used for all appointment booking, which allows much more effective follow-ups if needed.
Going forward lots of work is being done to improve, so this doesn't happen again.
Obviously this doesn't make up for the inconvenience that was caused to you both - a £30 credit was added to your accounts :checkmark:
Thanks again for your feedback and contributing to the Community:D