When you have a problem with a product or service take it to the top!

In August of this year I had a major knee operation.

This could have been avoided if I had been given the correct information about the Vivo Bare Foot Shoes.

After the injury, the service I received from their Cape Town Concept Store was nothing less than shocking (read my blog).

I of course Took This To The Top and contacted their London head office and I was pleasantly surprised when I was told I would be contacted by their CEO, who was currently on a business trip in China.

Sure enough a few days later I was called by Galahad Clark (CEO) from China and I got the chance to tell him my story and have him read my previous blog.

I have never criticized the Vivo Bare foot product in anyway and I made this clear to him but but pointed out I was rather appalled by the lack of customer service I had received which had  played a major  part in my knee injury. I also pointed out to him the  way their South African Sales Director had handled my complaint by leaving threatening messages on my phone and arguing with me via Social Media (read my blog)

He agreed I had been treated very badly and I was very very presently surprised when he offered to fly me to the UK for a consultation with their specialists (as I might not actually need a operation) and help with rehab.

This was of course with the condition I deleted the blog! I told him that I would rather leave the blog and post another blog after my trip to show how amazingly they had dealt with my complaint. As I am sure that this would be more to their advantage than me just taking down the blog.

After an MRI, 3 opinions from top South African knee surgeons, a few emails back and forward with their specialist everybody agreed I needed an Anterior Cruciate Ligament reconstruction.

This whole process took 4 weeks during which I was on crutches and in extremely serious pain, on the 5th week I finally had my operation. This led to a further 3 week on crutches and crucially for my business not being able to drive.

My main concern about traveling to the UK (London) was how would I get around when walking only 100 meters down the street was an enormous effort as my leg muscle had deteriorated so much and I was struggling to get the leg straight.

At my first check up 2 weeks post operation I was even told I might need a second operation due to the fact of a blood build up at the back of my leg  (probably caused by the 5 weeks pre-operation on crutches). I was sent straight to intensive physio to straighten my leg and strengthen it enough to be able to walk!

All this meant I had to cancel business trips and I was even unable to attend a family funeral. Not to mention the cost of the operation and physio.
 

Once I felt strong enough to walk and travel I contacted Galahad Clark (CEO) again and as he requested I gave him the dates I would like to fly to the UK.

The last email Galahad Clark (CEO) sent me was on 25^th September and he states that they will fly me to the UK for help with my rehab.

He has now ignored 7 emails from me plus several attempts to chat to him via skype. The dates I requested for the flights for have now passed!

It seems in this case Taking A Complaint To The Top doesn’t work if even the CEO of the company doesn’t keep to his promises. 

I am left completely gobsmacked by this entire story of how badly a company handles a complaint and in my case one that caused me serious injury, loss of work and income and extensive medical costs.

When a CEO of a company makes an offer of a flight to help with your rehab and  I quote "Improve the quality of your life" you think WOW what a company but when the same CEO ignores your emails and goes back on his promises it leaves a sick feeling in your stomach as it was simply an empty promise.