Credit where it's due

It makes one wonder how many emails do go astray - I now tend not to "write someone off" if I don't get a reply - second chance then write them off

I am full of admiration for head office staff who answer customer's telephone enquiries in the professional and helpful way which I always experience.

Head office works well with the exception of the IT system.

As regards to electronic communication such as referred to in the OP, I have for some time suspected that there is a huge electronic Grimstead "Black Hole" into which much of that communication disappears, never to be seen again.

If Grimstead can bring their IT systems to the same standard as the rest of their business, they will be well on the way to achieving good all round customer satisfaction.

K