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Why does Krediidiinfo suck ?

Why does Krediidiinfo suck ?

I want to tell you a story about poor attitude and how it leads to negative word of mouth, lost customer and some embarrassment.

As you may know altex has been organising events and trainings (where hundreds of Estonian organisations have attended) for a few years now and most of the times things go pretty smoothly.

Every now and then there is an issue to deal with of course.

Occasionally after people have booked a seat online or via email they subsequently decide they can’t come for whatever reason. This is normal and those people cancel their seat before the event and we refund their money (if they have paid) or offer them a place at another event.

It’s a friendly, informal and flexible system but…it looks like we will have to change it because of the poor attitude of two people in the Krediidiinfo management (Inga Meremaa in Marketing and her boss Alar Jäger)

Inga booked a seat at an event and then did not come.
She did not cancel.
She did not pay the invoice.
When challenged she made no excuse or apology and instead was very unfriendly in her tone to our staff (absolutely no excuse for that IMHO) and not only that but also accused us of sending illegal invoices!

According to her we can’t send invoices in advance for events.
Rubbish Inga!
And to make sure we checked the legal position with the legal department of the Estonian Chamber of Commerce.

It’s normal for event organisers to send invoices in advance for event tickets, Inga, check your facts.

So as Inga refused to accept credit, refused to apologise, refused to pay we made a complaint to the boss.
He ignored two emails before I spoke to him on the phone (this morning).
And he contradicted Inga saying that they don’t pay invoices issued after events and that if we issued an invoice to them before and they did not pay it then that meant they were not coming.
He saw no problem that we did not get paid or informed of the cancellation –despite the fact it was a sell out event and we could easily have resold the seat.
He said he did not understand what the problem was despite the fact that we lost money (we have costs related to each seat sold).

So well done Krediidiinfo, you have embarrassed yourself and also lost a client and of course you are banned from all altex events in the future.

All over 2500eek.

Tubli and Merry Xmas.

BTW I warned Inga and Alar that I would blog about this and they did not care.

Disclaimer: These views constitute the personal view of Robin Gurney which does not mean they necessarily reflect the position of altex marketing board.

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There are 10 comments .

Indrek Saul —

Robin, I am leaving my comment in Estonian, feel free to translate, if needed.

Probleemi võiks vaadata ka “negatiivis”. Kujutage endale ette, kui keegi, kes osaleb seminaril, saab teadmised ja jätab maksmata. Kuidas toimub lepingu tühistamine ja tehingu tagasipööramine? Ajuoperatsiooniga??

Seetõttu on ainuvõimalik, et koolituste ja seminaride eest tuleb ette maksta. Tegemist ei ole mitte ettemaksuga pileti eest vaid ainuvõimaliku tehingu vormiga teadmiste hankimiseks pariteetsetel alustel, st nii, et koolituse korraldaja huvid on kaitstud. Kui koolitaja jätab oma ürituse ära, saab temalt raha tagasi nõuda. Kui osaleja saab teadmised ja jätab maksmata, pole midagi tagasi nõuda.

Ja profimad koolitajad annavad “raha tagasi” garantii niikuinii.

Reply »
Robin Gurney

Good comments and agreed Indrek.

Ref guarantee: At altex we have had a few people complain that an event did not meet their expectations and we generally offer them a place at another event or their money back.
If we feel someone is taking advantage of our “guarantee” then we might say that obviously altex events are not for you so no need to book again…

ref paying in advance: In reality some organisations eg Govdepartments and very large companies, cannot pay in advance and we live with that fact. Generally now though we do insist in payment in advance except for some regualr clients (of other altex services).

Reply »
Indrek Saul —

But I do want to add, that Krediidiinfo does not suck 🙂 and they do a good job. But kind of the attitude does 🙁

Reply »
Robin Gurney

I reluctantly agree with that too. As I said we WERE a client of theirs…

Reply »
spanky —

krediidiinfo is kind of monopoly in it’s field of activity, perhaps that’s where this arrogant behaviour comes.

Reply »
Mika Tuupola

So the question is, will Krediidiinfo put themselves into credit register (maksehäireregister) because of unpaid invoices?

Reply »
Raivo Hein

Ma olen Indrekuga samal meelel, et Krediidiinfo ei saki. Inimesed võivad sakkida, kuid siinkohal ei saa ma Alari vastu küll miksit halba öelda, teades teda üpriski hästi. Inga suhtes hoian suu kinni, sest teda ma ei tunne.
Koolituses on jah lahe, et teadmisi pärast tagasi kliendilt küsda ei saa. Siiski, tavaelus on ka teisi olukordi, kus sa ei saa tagasi ka kinnimakstud, kuid kasutamata ja pakendis kaupu või teenuseid. Loe siit http://spiid.blogspot.com/ esimest artiklit ja avalda arvamust, kas SLK sakib või ei!

Reply »
Robin Gurney

Fair enough. So this post should be retitled:

Why Krediidiinfo’s Management’s Policy Towards Event Organisers Sucks

Sobib?

Reply »
ap

tean sarnase teenuse pakkumisega seotud nüansse ning esialgu kogesime samasugust nördimust, kuni lahendasime probleemi täielikult: broneering kaotab kehtvuse kui x päeva jooksul arve (või osaline ettemaks) ei laeku. kui arve laekub hiljem ja siis kohti veel on, siis luukase uus broneering. kusjuures, selles reeglis ei tee erandeid ka sõpradele.
selline korraldus ei too kaasa mitte mingisugust nördimust kummalegi osapoolele: klient teab täpselt millega riskib viivitamisel ja samas teab täpselt kui kaua tal on täielik õigus ära öelda.
asjade “ausõna peale jätmine” on küll džentelmenlik, kuid selle puhul tuleb ka leppida sellega et kõikide inimeste tõekspidamised ei ole samasugused.

Reply »
T. —

Tundub, et ei ole meeldiv firma 😉
Leidsin sellise asja internetist (http://www.tarbija24.ee/?r=322&ft=5178):

AS Krediidiinfo petab väikekliente Kalev Rebane 19.03.08 20:12 AS Krediidiinfo petab väikekliente.

Lepingu järgi on tellijal õigus sisestada maksehäireid, kuid need kustutatakse asjasse süvenemata juhul kui võlgnik esitab pretensiooni.

Nii tulebki välja, et

1) Võlgnik võtab teenust, kuid ei maksa

2) Krediidiinfo võtab raha, kuid ei anna teenust

AS Krediidiinfo jurist, Alar teatab rõõmsalt, et väikesed firmad ei ole nende jaoks prioriteet, ja võime kohtusse kaevata nii nemad kui võlgniku.

Reply »

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