Equipment Protection Failure: Not Getting Anywhere

[Anonymous user]

Last November I made a claim on APC Schneider's UPS Equipment Failure Guarantee. On 16th January Vinicio Nincheri of the Milan office telephoned me to tell me that the claim would be paid but since that day he has not answered my calls or replied to my emails. This seems a childish and unprofessional way to avoid paying for the damage that the UPS' failure caused and I wonder if anyone has any experience or advice regarding Schneider's performance or record in this area please?

[BillP]

Laura,

We apologize for the inconvenience. What is your case number? Once I have that information I will contact Vinicio and his manager and ask that they contact you.

Again, we apologize for the inconvenience. 

[Anonymous user]

Thank you Bill, I would appreciate that immensely. The case reference is 32828178.

[Anonymous user]

Dear Bill

Are you able to let me know if any progress has been made with your efforts please? Needless to say, I have heard nothing from Sig. Vinicio or his department. Thank you.

[BillP]

Hi,

We apologize for the inconvenience. I resent my initial e-mail to the Vinicio, his manager and I included his managers manager. If you do not hear from someone in the next 24 hours please reply to this post and I will move the issue further up the chain of command.

Again, we apologize for the inconvenience.

[Anonymous user]

Hello

I'm afraid I have still not heard from Vinicio. I left it longer than you said because we had a public holiday this week in Italy.

I'm struggling to understand how the department can ignore you, in a public forum, as well as me. I'm very familiar with customer service quality in Italy but I really did expect better from an international company (and one that makes a specific point of offering compensation for products that don't perform to their sole raison d'être).

I look forward to hearing from you 🙂

Laura

[BillP]

Laura,

Again I apologize that no one has responded to you.  I have talked with my own manager and he will contact the team in Italy on your behalf. If someone does not contact you by 4 May please post again. Also, when you do hear from the team let me know.

Thank you,

[Anonymous user]

Hello Again Bill.

Although I have heard nothing from Vinicio in Italy, I got a call from Matthew Kidney in Ireland and he was very helpful and emailed the necessary paperwork in order to progress the case.

Thank you so much for doing all that you have in order to assist me and salvage the reputation of APC. I'm only sorry that it had to be my adopted country's lack of service ethic that let the side down for you, regrettably it is so often the case here. If only Italian staff could do work placements in UK or USA it would make such a difference!

Best wishes, Laura

[BillP · Accepted solution]

Hi,

You're welcome. I am glad you are receiving the proper help.