From: james_porphyria@hotmail.com
To: feedback-uk@shell.com
Subject: Newmarket Road branch
Whilst trying to fill up with fuel yesterday, myself and two other motorcyclists with me were all refused service at the Newmarket Road Shell branch in Cambridge. We were asked rudely over the tannoy to remove our helmets and to get off our motorcycles. Whilst my companions remained on their bikes, I went to enquire why this was the case. I was told impolitely and
unhelpfully only that it was "company policy", and was for "health and safety" reasons, neither of which is even close to being a satisfactory answer. Filling up a motorcycle whilst not astride it is a bigger risk, and how removing a CRASH HELMET can be an aid to "health and safety" is beyond me entirely. The only reason I can assume is that because we are motorcyclists, it was assumed that we would attempt to steal the fuel, and removing our helmets was for the benefit of security cameras. This is purely nothing but discrimination against motorcyclists. Does "company policy" require the removal of religious face coverings for "health and safety" purposes?
I have never had a problem with a Shell garage before, but a chain is only as strong as its weakest link, and so with this useless branch representing Shell as a whole, I intend never to use a Shell garage again. Luckily I found a Jet garage further down the road, who were very happy to trust us to leave our lids on, and take £40 of our money - not to mention agreeing with us that the unbelievable lack of service at the Shell garage was appalling.
Extremely poor.
James
From: cim-noreply@shell.com
To: james_porphyria@hotmail.com
Subject: RE: Newmarket Road branch
Thank you for contacting Shell.
Our dedicated Customer Service Professional will respond to you within 24 hours. [Excluding weekends & public holidays]
Please note that you can also place orders online with Shell. To access this online order placing service, please go to:
www.eserve.shell.com.
This email has been automatically generated.
Please do not reply to this note.
From: james_porphyria@hotmail.com
To: feedback-uk@shell.com
Subject: RE: Newmarket Road branch
"Thank you for contacting Shell.
Our dedicated Customer Service Professional will respond to you within 24 hours."
Three days later, and it seems your customer service 'professionals' (I assume you intended for it to be plural, or is it just a single person working for you? I guess it'd clear a few things up) are as useless as your petrol station staff.
From: cim-noreply@shell.com
To: james_porphyria@hotmail.com
Subject: RE: Newmarket Road branch
Thank you for contacting Shell.
Our dedicated Customer Service Professional will respond to you within 24 hours. [Excluding weekends & public holidays]
Please note that you can also place orders online with Shell. To access this online order placing service, please go to:
www.eserve.shell.com.
This email has been automatically generated.
Please do not reply to this note.
From: james_porphyria@hotmail.com
To: feedback-uk@shell.com
Subject: RE: Newmarket Road branch
It has now been FIVE days since I first contacted you. Even taking into consideration the fact you are helpfully closed weekends and bank holidays, it is now the third day I've been ignored. Would you rather I made my complaint through the Shell Global Helpline? I know that's not what it's for, but it may at least generate a reply. Please respond to my complaint today.
From: cim-noreply@shell.com
To: james_porphyria@hotmail.com
Subject: RE: Newmarket Road branch
Thank you for contacting Shell.
Our dedicated Customer Service Professional will respond to you within 24 hours. [Excluding weekends & public holidays]
Please note that you can also place orders online with Shell. To access this online order placing service, please go to:
www.eserve.shell.com.
This email has been automatically generated.
Please do not reply to this note.
From: james_porphyria@hotmail.com
To: feedback-uk@shell.com
Subject: RE: Newmarket Road branch
Do you ignore all criticisms and complaints, or just mine? I can only imagine this is just a continuation of the discrimination I recieved at the Shell filling station. Respond to my complaint. I want to know what your policies are on motorcyclists, I want to know the reasons for them being in place, I want to know what possible "health and safety" rubbish requires me to remove my helmet and dismount my motorcycle. I want to know why Shell is a discriminatory company. I want to know why it's taken (so far) six days to receive any form of non-automated reply. And I want to assure you that I will not give up, and will spam you with emails if necessary. I have a lot of free time, a fast internet connection and a full jar of Kenco. I could be your worst nightmare.
From: cim-noreply@shell.com
To: james_porphyria@hotmail.com
Subject: RE: Newmarket Road branch
Thank you for contacting Shell.
Our dedicated Customer Service Professional will respond to you within 24 hours. [Excluding weekends & public holidays]
Please note that you can also place orders online with Shell. To access this online order placing service, please go to:
www.eserve.shell.com.
This email has been automatically generated.
Please do not reply to this note.
From: james_porphyria@hotmail.com
To: cim-noreply@shell.com
Subject: RE: Newmarket Road branch
They totally won't reply. That's a complete lie. At least you respond to me, automated reply script.
More to follow soon...
