[Please note: If you are going to reply to this blog post with your own experiences of PowWow Water, be they bad or good, you might wish to read "A response to Blake Lapthorn, acting on behalf of PowWow Water"]
You might also be interested to know that it would appear Powwow Water has gone into administration
I don’t usually go as far as to rant in written form; I prefer a brief spout of verbal abuse into thin air. But there are of course exceptions to every rule and seeing as I’m now blogging, why miss an opportunity…
My office, like most, has a water cooler. I think it’s fair to say it doesn’t rank very high on the list of objects I think are important. No one talks by it, not many people even use it. But for the last 4 months it has become my arch nemesis, or more precisely, its owners have.
Our story begins back in December of ‘08. The water cooler broke, spilling water all over the floor. It wasn’t the first time it had happened, but whatever, no big deal, just ring the company (Powwow) and get them to replace it. But of course Christmas and New Year got in the way, so it took them a few weeks to come out. Eventually the cooler was replaced by a new model with the engineer commenting that the old model “did have this problem”.
“Of spilling water all over the floor?”
“Yes”
Ok, whatever, replace it with the new improved model, we’re done.
The new model works great for about 5 minutes. Then it breaks. It refuses to dispense any water, which is pretty much its only function in life. Apart from keeping the water off my floor.
Then it leaks on my floor.
So I’m back on the phone; an engineer will be with us within 48 hours. Of course no one turns up, so back on the phone again. Engineer booked, he will be with us shortly.
Two weeks later and the phone rings, it’s the Powwow Engineer.
“Yes mate, coming to fix your water cooler but your address isn’t right, I can’t find you”.
No one has ever had a problem finding us before; bills make their way to us in a timely fashion. I direct the engineer to the office. Twenty minutes pass.
“Yes mate, still can’t find you, I’ll have to leave it, other jobs to do”.
I have mates. He is not one of them. I suggest that perhaps I could put the cooler out by Junction 8 of the M40 where he might come across it, mate?
But that’s the end of it – the engineer can’t find us, it’s not fixed and a note is put on the system for someone else to come out and sort it. Presumably this time they will send someone who isn’t a complete idiot.
No one turns up for 4 weeks so I am forced to assume they are all idiots.
Bills keep arriving, we keep ringing them and informing them we want money back, we aren’t paying them a cent for a water cooler that hasn’t worked in months.
Eventually two letters arrive from Powwow. The first is a credit note for £20. The second is a bill for £30. Not getting it are they?
I’m done with water coolers at this stage, I’m having nothing more to do with it and it’s going in the bin as far as I’m concerned. Someone else takes up the case and finds similar frustration. You ring customer services, explain everything, they note it down and then promptly do nothing. Its like 3pm is frontal lobotomy time at head office (which incidentally is less than 5 miles from my HQ).
So, long story short, it’s a tale of sad customer service which reached depths of incompetence I have never before seen. No company has ever been this bad at keeping promises and meeting expectations. We’d cancel the contract, but no one comes out to collect the damn thing and we keep getting billed.
But then, light! Yesterday an engineer appeared at 9am without any due warning and replaced it. 24 hours in, it’s still working. But then today I get the final straw – in the form of a mass marketing letter from Powwow.
“Powwow is pleased to announce the launch of the most exciting website the bottled water market in the UK has ever seen”.
I sh*t you not. The most EXCITING WEBSITE EVER (for bottled water). They follow this up with more great stuff.
“This is a huge step forward in our company history… join us in supplying any good news you think would be of benefit to Powwow”
There are two really amusing parts to the site which warrant further investigation:
Mission Statement
“To provide the best Customer Experience to our customers and to monitor and manage customer relationships, ensuring the highest standards at all times”.
I’m not convinced they’ve nailed this one yet. But it’s nice to have ambition.
The Mission Statement is followed by a note from the top:
I am Robert Kitley – Chief Executive
“Customer feedback is invaluable to our business, and I would therefore welcome your thoughts about Powwow Water. Whether you just want to say “well done”, or perhaps you have an idea for us, please don’t hesitate to contact me or one of my Senior Management Team”.
I’m not one for hesitating and I’d love to talk to Bob (can I call you Bob, or would “mate” be more appropriate?) but of course, you don’t actually provide your contact details, just the general customer service line. So I ring them. It takes a fair while for anyone to respond, but a bright sounding woman answers the phone (must be pre-3pm).
“Do you have a ship-to number?” she asks
“No I’m afraid not, can I speak to Robert Kitley please?” I respond.
“Err, I’ll see what I can do”.
In all fairness to the woman, she did well. I wasn’t expecting her to know who he was, perhaps she didn’t, but she did manage to find his number and connect me.
Robert sounds suspiciously feminine when he answers. Perhaps it’s his PA. I ask to speak with Robert. It doesn’t sound promising.
“Have you spoken to Robert before?” she enquires.
“No I haven’t, but I have a letter from him here asking for my feedback, so I thought I’d drop him a quick line”.
Now she thinks I’m a total nutter.
“Maybe I can help? I deal with most enquiries” she responds.
“Well I’d prefer to speak to Robert, he asked me to get in touch on the website.”
“Can I take your number and I will see if he can call you back?”.
I see what she’s doing. I use this tactic at the office all the time, mostly for recruitment companies. Them and nutters.
I give my number and thank her for her time.
No call back yet. I’m not hopeful, this is an area in which they have been historically bad. If he calls me back, I’ll keep the cooler. Otherwise I’m fully open to suggestions on what to do with it.
Don’t hesitate to contact me (through the comments)…
***UPDATE – 16/04/09***
So, I got call back! But alas, ’twas not Bob. It was Chris, a very pleasent fellow who wondered if he could help. Nice thought, but what I really want is to speak to Bob. So the message was relayed – could Bob please get back to me?
***UPDATE 2 – 17/04/09***
Today another letter from Powwow – this time its a credit note! 50 squid back! They are getting better at this customer service lark, now if only Bob would call me…
***UPDATE 3 – 3/08/09***
We’ve had a fair few comments now from the general public showing their dissapointment at Powwow’s service, but nothing from the company itself.
Or have we….
For you see the 3 “positive” comments (there were others which I deleted) have been coming from a bunch of different names using the same IP address. I did a quick lookup and the results weren’t exactly surprising…
If you aren’t sure what you are looking at in that image, its showing that the IP address of the person posting the comments is the same as an IP address registered to Murray White / Powwow.com. So instead of actually addressing our issues, they are wasting time posting false reports of how great they are.
What’s even funnier about this is that the practice is actually illegal.
Go POWWOW!
***UPDATE 4 – 27/08/09***
Just changed a few phrases in the blog and also removed some stuff about their website which is no longer relevant. But it is still awful.
We’re nearing 100 comments from customers, ex employees and current employees of this company and its becoming a bit of a sad, if fascinating, case. If you have had an experience with this company I would love you to add your thoughts!
***UPDATE 5 – 16/09/09***
PowWow have now taken measures to have some comments which they consider defamatory edited or removed from this website. If you have left a comment on this blog please read the following post in full:
http://www.ht2.org/ben/?p=151
You may wish to edit your comments or you may wish to direct an apology towards PowWow.
If you haven’t left a comment still go and read that post in full – this threat of legal action is the only legitimate response I have received from PowWow since posting this blog. Tells you a bit about the approach to Customer Service…
And all I wanted was a chat…!
#1 by Ron at January 20th, 2010
I work in the industry, its a shame that the situation with POW WOW has come to this………..most people do not get out of bed in the morning and decide to £$”$ up. Pow Wow was the biggest company (water coolers) in the UK with over 200,000 units out there, I susupect they will be down around the 40,000 mark now, they will olike all companies have good people and some not so good………..this once huge company was once lots of little companies that were swallowed up and instead of looking after their customers as small companies must, the big corporate menatality came to the fore and accountants started making the operational decisions, I suspect POW WOW will damage the industry as it dies a painful death and will on a positive note drive customers to smaller more customer focused companies………the king is dead
[edited by moderator]
#2 by raj at January 20th, 2010
Hi again all.
Ben’s #50 statement is correct.
It took this utter disgrace of a ‘company’ 5 MONTHS to collect their useless cooler.
It took me several formal typed recorded -delivery letters posted to head office in Oxford AND similar letters posted to Murraywhite in Glasgow PLUS about 14 phone calls to their customer services agents where i would have to explain the same (true) story everytime-and these were calls where i actually got through to someone. ( otherwise it would be about 35+ calls ! )
Eventually you will succeed , but you will have to work damn hard to get results and be patient. I doubt it getting money back on bottle deposits is going to be an easy task.
Even though the cooler has been gone a month – powwow still haunt me with phone calls and letters relating to debt.
The water delivery guys still ring me asking if i need any water !
This company is completely messed up.
Do not breathe a 100% sigh of relief after their cooler(s) has vacated your premises-the wrath of powwow water may continue to give you extra grief for many more years to come.
#3 by Fed up at January 21st, 2010
Thanks for your advice Ben. I will take no chances with a company like this.
Our own ‘water cool-off moment’ came yesterday when we were phoned at work by a very aggressive PowWow employee (presumably from accounts) wanting us to pay invoices immediately over the phone (!) that we had only received the previous day – and which were all apparent ‘undercharges’ by PowWow!
As previous poster commented, the ‘due by date’ on these additional charge invoices was prior to the date of receipt! You couldn’t make this up!
We have long resented the ‘threatening’ implications in their invoices and, when I once queried a previous invoice was told, in no uncertain terms that, even if it was incorrect, as we had already paid it, they would not be refunding or crediting us any mistakes on their part. Nice.
Perhaps I should suggest I do the same with their apparent undercharges?
Just how many people have been getting these ‘undercharge’ invoices? It does seem a bit odd….
Maybe they are hoping everyone will be so frightened they will pay up?
Is there no way this company can be reported to Watchdog or Trading Standards… or SOMEONE??
#4 by Ben at January 21st, 2010
I think the issue is that things like Watchdog are consumer based programs and don’t deal in B2B issues.
You end up taking these phone calls in your stride given a bit of time. They aren’t nice, but quite simply this is the only tactic worth employing on Powwow’s behalf. They need to scare you into paying because they know full-well that taking you to court will do nothing, given the awful mess their paperwork is in.
So they go for the scare tactic and sadly it probably works a fair amount of the time.
Don’t back down, know you are right and know that they are in no position to take any form of legal action against you – whether you are in the right or not!
#5 by Ben at January 21st, 2010
By the way, we still get the letters, despite having long since settled our accounts and got rid of the machine!
Always amuses me that I don’t seem to get 2 letters from the same person, despite the job title remaining the same!
#6 by Mark Walker at January 22nd, 2010
Guess what… I’m having Powwow accounting problems.
Alarm bells first rang months back when a delivery of water was left outside our premises that had not been requested. A colleague rang Powwow and asked them to collect. The bottles disappeared so presumably they did..? Of course we were invoiced for the delivery, something that was disputed from day one. Months pass and we get periodic requests for payment, all from Powwow, not from debt collection though (yet!). I query the invoice each time and get no response each time and it goes away for a few months.
Now just recently (letter dated 5th Jan) I received 2 invoices because we were “under billed” previously!? I responded with a querying letter on the 11th (they appear to be invoices that have been paid previously). No response.
Now today (22nd Jan) identical letter to the 5th Jan one from Powwow (Peter Robbins, please sign your letters, it’s a personal touch, that’s all) with a bizarre invoice that I have never come across before. I have turned it upside down and tried to use a mirror but I still cannot figure out what it refers to or when.
So I am about to write ANOTHER querying letter asking for a translation (yes, literally). I do not hold out much hope of getting any help from Powwow, but I extend the opportunity for their business to start again with a clear slate.
(On an semi-relevant point it always depresses me to see the number of people who find themselves being chased by debt collections and trying to sort it out repeatedly. Give them one chance then invite them to put up or shut up – you’ll hit them with harrassment charges if they carry on with half-arsed, veiled legal threats. You don’t have to take rubbish from such people and if you bring them grinding to a halt then you are probably helping somebody else out too!)
#7 by Anne Jones at January 25th, 2010
My story is so similar and is so long it has been going on since May last year – we have tried to cancel but they won’t take the cooler we have tried to write and email but we never get a reply. They simply send another invoice or a letter about their latest wonderful company news! They have also sent a letter saying our debt had been sold to Murray white but they couldn’t be contacted either.
#8 by Steve at January 25th, 2010
Murray white owns Powwow. there new computer program is in such a mess so don’t worry about it
#9 by Jane, London at January 26th, 2010
We are having a nightmare with PowWow invoicing us for “back billing” on invoice numbers we have never received.
And today, we also got the strange style invoice. Actually, 2 of them. They totalled just under six quid!!
Would it be worth writing, and demanding that a real person come to our office and explain exactly what the hell is going on?
#10 by Fed up at January 26th, 2010
Yup – we’ve just received yet ANOTHER ‘back billing’ invoice for the sum of £1.32 – haven’t a clue either and it will cost me more than that in call charges to try to find out. How many more are they going to send?
What is going on at PowWow?
Perhaps as suggested, we should all ask them to come out and explain!
#11 by Mark Walker at January 27th, 2010
The saga continues…
More “back billing” invoices same date as before, queried, no response…
AND NOW…
Today we have received the following re: outstanding invoices, and I quote “We have received no correspondence from your company” (hahahahahahahahahhahaahhahahah) and they are slapping on a £40.00 admin fee (ahahahahahahahahahhaha). I would give them the boot but they are amusing me too much…
Another piece of correspondence (or in their eyes no correspondence) from me??? I think so too. I think I’ll use the letters OFT this time…
#12 by Ben at January 27th, 2010
I got the same letter today as you did Mark. I also got another letter telling me about the great discounts they offer for early payment.
Kinda ironic, on one hand if I pay early I get a discount, but as I’ve cancelled my account some months ago and only have “late payments” outstanding, I actually get an admin charge of £40 plus an interest charge.
This is for the £16 I supposedly owe them for spurious invoices for work which was never carried out. According to their record (which is incomprehensible) they visited by office 9 times in the period since I first wrote this blog. They visited once in that period – to collect the damn thing.
I’m going to go and calculate the admin fee and interest charges they owe me for my bottle deposits. I’ve got a feeling its going to be large…
#13 by Jane, London at January 27th, 2010
Mark.
When you write again, attach copies of all your previous letters, and demand a £100 Admin Charge from them to cover your time and expenses!!!!
#14 by Dee at January 27th, 2010
I have only just discovered this site. Over the past few months, I have been thinking that I am living in an alternative reality, and my dealings with Powwow were in my head. Phew! They really are that shambolic.
#15 by Janette Irving at January 27th, 2010
I have been trying for the last 14 months to cut all contact with Powwow, we cancelled our service in June 2009 owing their company nothing, I then got a invoice for £15.00 tried to contact could not get through, two days later could still not get through sent an e-mail instead, finally three weeks later someone contacted me, agreeing that we owed them nothing, four weeks later I get another invoice for 6.50 ignored this one, as they were starting to annoy me, I then received a letter from Murray white, after a lot of paperwork, ie proof that we had actually paid all of our invoices they agreed to cancel our account, guess what I received today, another invoice saying we owed them £265.00, saying that they still had not received any correspondance from us and that they were now adding 8.5% late payment fee and £40.00 admin fee, I have now sent every bit off correspondance ie letters and e-mails direct to their head office, in total 140 sheets of paperwork. I have even asked them to take our company to Court. but as yet still no contact from Powwow, we are now with another company, who are a lot more friendly and a lot more reliable, if you are thinking of using Powwow one word says it all DON’T
#16 by Sarah at January 27th, 2010
I am going round the bend trying to get this company off my back. They say we owe them money, we dont owe them a penny. We purchased a machine from them with monthly maintenance. It has never been maintained and we dont get water from them as they never delivered. But we continue to get statements saying we owe them money and adding interest to apparent non paid accounts. Does anyone have a good contact name and number so I can raise this through their company. On reading a lot of the complaints it doesnt seem the top man gives two hoots! They are a dispicable company. Has anyone sent this blog to Watchdog – they do not deserve to survive – how the heck they do goodness knows. I have correspondence going back 18 months and no-one ever ever resolves it all. When I do manage to get through on my phone (usually I dont get through and give up after ten minutes) I am promised a thorough investigation and they will get back to me but they never ever do!!!! Frustrating!!!!!!!!!!!!!!!!!!!!!! HHHHEEEEEELLLLLPPPP
#17 by Sarah at January 27th, 2010
By the way, I got the £40 letter from them too and 8.5% late payment charge. We have no damned invoices!!!!!!!!!!!!!!!!!!!!!!!! Sarah
#18 by Sarah at January 27th, 2010
I have just sent all my correspondence to BBC Watchdog and a link to this site. THey need sorting out once and for all!!! arah ggrrrrrr
#19 by paul at January 27th, 2010
This is a great blog and like others I only wish we’d read it before getting involved. They must be the worst SME around – sadly you sort of expect it from Sky and the multinationals. They will not speak to you or respond to letters or phone calls, they have some bloke called Sean Robinson – does he exist ? – who is customer experience director !!! I live very near their manafacturing site and intend to go there friday and start a blockade until someone senior will speak to me. Any takers ?
#20 by Catherine at January 27th, 2010
I am in some way relieved to have found this blog- I am so utterly infuriated that I just can’t get this shambolic outfit off my back. My problem goes back to 2006 when I was originaly billed for a second cooler which I never had, I argued and argued, cancelled the contract, even spoke to someone who eventually agreed she could see the problem arose when we had a replacement cooler for one that couldn’t be repaired. Every time I was told that the matter would be resolved. Eventually in Jan 2009 I caved in reponse to a demand from Murray White and paid what they asked including £50 late payment fee & £3card fee to make it go away. But no, murray white and lately Powwow are still sending me demands- I call, which always takes an absolute age- time I can ill afford running a busy business- each time I am told its an admin error and the payment will be allocated, each time everyone in the finance dept is ‘busy’ no managers are available speak to, and I’m told someone will phone or email me to confirm its sorted, each time nothing.
I too have today received yet another demand saying 8.5% and £40 charge will be added, I’ve tried unsuccessfully 3 times to get through on the phone – more of my precious time wasted. I am now once again, about to email all my corresspondence including copies of bank statements showing the amount paid to Murray White. What else do I have to do to make this go away for good?????????
#21 by Jane, London at January 28th, 2010
Excellent! Where exactly is that? Could you get the local press involved?
#22 by Jane, London at January 28th, 2010
Just typed this:
Dear Sirs
We are in receipt of your letter dated 15th January 2010, where you inform us that you will be adding a late payment charge and an admin fee to our account.
You also state that we have sent you no correspondence.
ON THE CONTRARY – We have been trying to get a sensible response from your company since last year, and all our letters, emails and telephone calls are ignored.
I attach a sample of copy correspondence for your information.
On the instructions of the Secretary of the Society, I am writing to tell you that we have no intention of paying anymore of these ridiculous charges, and would request that you cancel our contract with you, with immediate effect.
Please make arrangements to have the cooler unit removed from this site, and do not send anymore water deliveries.
Yours faithfully
The last two paragraphs are in red!!
Somehow, I don’t think this will be the last we hear from them.
#23 by Rebecca Clancy at January 28th, 2010
OMG, i have just been reading all the corres. I thought I was alone. I got the £40 admin and 8.5% surcharge letter today. I’m glad I’m not alone but concerned as some of the cases go back 18 months or more. I have contacted Watchdog too. I think this will all blow up very soon. I can’t wait
#24 by Ben at January 28th, 2010
Welcome to the club Rebecca!
#25 by Ros at January 28th, 2010
Loving the rant – makes me feel so much better that there are other people experiencing the same problems i.e. can’t get any response from PowWow, am receiving loads of backdated bills – swiftly followed by a letter slapping on an 8.5% charge & £40 admin fee etc. Have also just realised that the cost of an 18.5l bottle has shot up from £5.58 to just under £8.00 … without any notification whatsoever!! Have sent all invoices back saying we’re not paying as we’ve received no communication from them
#26 by Walked Out at January 28th, 2010
Start charging Powwow for your time, phone calls, postage, copies of proof of payment, storage of water bottles, coolers etc and send an invoice once a month.
on the next invoice add admin charges
On the next invoice add interest for the previous unpaid invoices.
And then YOU take them to court (small claims court, to keep the costs down)
That gets their attention!
A it will make them back of, B its a matter of public record and C you get your day in court
Granted, its a complete and utter waste of your time and effort – but it will end it!
Had one customer send a claim in for £2000 emotional damage, unfortunately I left before the deadline was up, so don’t know the outcome.
#27 by Paul Hogan at January 28th, 2010
This is well worth a read, just scroll downa little to get to the start, You may want to put some time aside to read it in full, there are alot of people with things to say, even current and past employees. I guess you could probably read it in full while your on hold!!
http://www.thewaterdeliverycompany.com/blog/?s=save+a+cup
#28 by Paul Hogan at January 28th, 2010
Is this the same Jim Park?
http://www.alloaadvertiser.com/articles/1/26064/
#29 by Baz at January 29th, 2010
Yep that’s him. What more can I say? It seems that he adopts a similar management strategy whereever he goes. Working for Powwow after he took over became an intensely bewildering and unpleasant experience.
#30 by Jane, London at January 29th, 2010
I’ve just rung Culligan to enquire about their services.
The woman was in stitches when I told her about PowWow, and I’ve pointed her in the direction of this blog!!
She knew I was going to say PowWow when she asked who our current supplier was.
Apparently, they’ve had a huge amount of new custom from disgruntled PowWow customers.
#31 by aundrea at January 29th, 2010
This gets better..!! got rid of Powwow last year due to all of the above…we are based in the Northwest and have had a contract with Home 2 Office watercoolers since we left Powwow…never had a problem, polite and courteous drivers and deliveries on time every time……breath of fresh air..!!!”
#32 by aint tellin ya at January 30th, 2010
this website is so biased its disgusting and lopsided in the picture it paints of a company i have had no problem with
#33 by aint tellin ya at January 30th, 2010
in fact they actually been very good to me
#34 by Ben at January 30th, 2010
Well as you can see from me allowing your posts I allow both good and bad comments, it just so happens yours is the first good comment.
Besides, this is a complaint blog, it’s not supposed to be a balanced view of the world…
#35 by Walked Out at January 30th, 2010
@#32 Unfortunately yours was probably one of the very few accounts where all the information survived from various database changes, and you are probably either a very big client or someone who has had no invoicing problems from the many owners of Powwow.
As you will see, many of the posts are by employees, ex and current and not one of us has had a good thing to say about the way the company is being run. Many of us have had to leave for the sake of our sanity and health.
I am sure there are many happy customers of Powwow, who have no need to surf the net and research the company.
But when Powwow balls it up, they do it royally!
I wish you all the very best in continuing a good working relationship with Powwow.
#36 by Ros at January 31st, 2010
@#32 Just wondering how you came across this website. If the service you have received has been so great, why would you look for sites complaining about PowWow’s customer service?!!
#37 by Kevin at February 1st, 2010
Does anyone have a working email for Powwow HR Dept. (if such a thing exists?)
I’ve just been put on gardening leave : (
#38 by Jane, London at February 1st, 2010
Very good point!!!
#39 by Bob at February 2nd, 2010
I’ve been trying to cancel my contract for over 6 months now. I’ve sent 4 letters all recorded & received – not a single response. As for phone calls, they say they will ring back – they don’t. I’ve stopped paying the bills that just keep on coming. They are a disgrace.
#40 by Jane, London at February 2nd, 2010
They tried to deliver 2 bottles to me yesterday afternoon.
I politely told the driver (agency driver – his first day) that we no longer required the service, and wrote across the delivery note in big letters that the contract was cancelled, and please remove the cooler from site.
Doubt it will make a jot of difference.
Looks like we’ll be going with Culligan.
#41 by Vin at February 2nd, 2010
Why doesn,t someone report them to theBWCA of which they are a member.
Or better still the DTI I would but sadly I am employed by them for the time being
#42 by Jane, London at February 2nd, 2010
Spooky! I’ve just been told about the BWCA.
PowWow are members, and you should copy correspondence to them, and it should make PowWow pull their finger out.
http://www.bwca.org.uk/
#43 by Ros at February 3rd, 2010
I e-mailed the BWCA yesterday and received a lovely response today from their Chairman. He says he has a meeting with Robert Kitley next week and will bring my complaint to his attention. He says that the BWCA have received a number of complaints about PowWow recently.
#44 by Paul Hogan at February 4th, 2010
You just wait till you want to end the contract, then you will feel the pain!!
#45 by Paul Hogan at February 4th, 2010
I’ve just been on the BWCA website hoping for some help and found out that Powwow are down as a recommended supplier of bottled water. Muppets
#46 by Jane, London at February 4th, 2010
With the BWCA, you send them an email:
info@bwca.org.uk
and all you have to say is….
We wish to advice BWCA as a external party of notice to terminate as we have not received a reply from powwow.
This all you need to put on the email.
#47 by keith lauderdale at February 6th, 2010
i was looking around the websites of cooler companys just to look. as i work for one dont own or get anything for posting this. if i dont deliver with in 24 hours i get probs off the boss thats the way it works good service . i work up the north east and take pride in my job, just to say there are cooler companys who do value your custom!
#48 by keith lauderdale at February 6th, 2010
p.s i dont work 4 pow wow
#49 by another ex employee !!!!!! at February 6th, 2010
#37 try sheila.moore@powwow.com She was the HR manager however I have no idea if she is still there.
If you are thinking about taking them to court – apparently there are numerous employees still waiting to have cases heard or settled ………………!!!!! You’re best out of it. I should know.
#50 by Andy Kendall at February 10th, 2010
My nightmare began in May 2009!! Plenty of calls and lots of letters…….. The machine was removed in may, since that day we have never been able to contact anyone at powwow? I still get letters threatening me to update my account and pay for the water they have delivered (NOT)!! My last letter arrived this morning, they have just added on 8.5% and a £40 admin charge?? We have had no water since may but we have to pay upto december or they will take court action YIPEEEEEEE I may get to meet someone finally…. at court! Will keep you all updated as things happen
#51 by Julia at February 10th, 2010
Oh my god I feel so much better knowing Powwow actually are not just trying to send me insane. After months of rubbish customer service I am trying to cancel our contract. Four weeks in and still no joy. I have emailed BWCA though.
#52 by Jane, London at February 12th, 2010
Well, we’ve signed up with Culligan, and on Monday I will be writing to the BWCA, enclosing copies of our correspondence with PowWow.
#53 by Anon at February 16th, 2010
As an employee in the water cooler industry and not powwow i might hasten to add… I would just like to point out that the BWCA is not a body to complain to in relation to financial and service issues being received by Powwow. Their main practice is to ensure that health and hygeine standards are being met by its members and that the adequate level of service in relation to this is being out, they will oversee that you get your water and cooler in a good and hygeinic condition …. NOT whether you will get the water, or be billed correctly.
#54 by Robbie at February 17th, 2010
As much as it is good to know that we are not alone in the appalling service and creative billing, it is supremely depressing to know that cancelling the service doesn’t end the pain. Received yet another of their letters listing all the invoices they claim are outstanding, despite the fact that 95% have been paid and they have been told this every month since May. The remaining 5% are of course all those spurious invoices for “underbilling” and late payment fees on invoices paid on-time, etc. Oh goody, whilst typing this, the e-mail I sent them in response to today’s letter (quoting all previous e-mails on the subject) has bounced back as apparently the e-mail address provided on their letter doesn’t exist! Grrrrrrrrrrrrrrrrr!!!!!!!!!!
#55 by Steve at February 17th, 2010
Thank god I’m not alone here. I have to utmost hatred for this shambolic organisation. It took me 12 months to even get a credit note for bottles delivered after I closed the account!
I have been contacting them since October 09 to get a cheque issued for the credit note. Just called them today and the finance team are not even taking calls as they are dealing with a backlog going back to November.
I hope this stinking usless set of morons rot in hell!!!
#56 by ThirstyNick at February 17th, 2010
I’m about to attempt to cancel my contract with Powwow, for all of the reasons noted above. I have received an separate & additional invoice this week for the grand sum of 3 pence! what are they thinking!
Though they have booked my delivery 3 times since the 27th Jan we have been without water now for 4 weeks
I have logged a complaint with consumer direct [http://www.consumerdirect.gov.uk] & watchdog.
I’ll let you know how I get on.
#57 by John at February 18th, 2010
We cancelled our contract with Powwow last August after we spent months trying to get credit notes for £650 of water we never actually ordered or received. That in itself was a nightmare but eventually we did receive credit notes. We thought that was the end of the matter but not so. They failed to collect to cooler until the end of November 2009 and have since been sending us spurious invoices for goods we have not had. Trying to contact them is a joke. Phoning means that should you actually be able to wait the 20-30 mins to get thorugh you will end up speaking to someone who is totally disinterested, puts you on hold forever, puts the phone down on you. Emailing is a waste of time too – you can see that the emails have been delivered and read but still nobody ever phones you back. This company should be banned from trading. Today I have received yet another spurious invoice – this time accompanied by a demand for a £40 admin charge. I will be contacting Trading Standards and would suggest that everyone else who is having a nightmare with this company does the same. They need exposing for the cowboys they are!
#58 by Prisoners Of Water at February 19th, 2010
Dear all, please don’t blame the employees for the shambles that is Powwow. The blame firmly sits at the feet of one small man. Powwow is being bled dry by it’s owner and will no doubt be in administration by the summer. Any company harassing customers in the way powwow does to settle invoices clearly needs the cash desperately to survive or is being milked for the last few drops of revenue. I understand that there is now no sales team, no hr (couldn’t cope with the volume of tribunerals) , no leadership, no direction. I just hope the job market picks up soon so that the poor employees can vote with their feet rather than work as slaves to keep their bills paid.
#59 by GD at February 19th, 2010
Unbelievable (well, actually I suppose not, given whom we’re discussing) – another letter today, chasing invoices which were paid years ago.
And the letter claims “we have received no correspondence from your company”. They seem to have forgotten the one I sent in January (for which I have a Royal Mail proof of delivery), in which I sent them a copy of an e-mail from Murray White & Co where they confirm we owe absolutely nothing.
Words simply do not describe quite how appallingly bad this company are.
#60 by ThirstyNick at February 19th, 2010
Just got 3 identical letters in the post chasing payment for invoices going back to Dec 2008, some of which have been paid and some that we have never received despite requesting copies. They have also added the 8.5% late payment charge and the £40.00 admin charge. And are claiming, surprise surprise! that they have received no correspondence from us.
#61 by Time for tap at February 21st, 2010
What a relief to be told about this site and to realise that I am not alone. My story is no different to those above – an endless cycle of threatening letters, pleading letters, incorrect accounting, wrongly posted invoices – and, of course, no response to my e-mail, letters (sent recorded delivery), phone calls. I have cancelled my “Account” and have notified the company that unless they contact me to arrange collection of their equipment and empty bottles I will make my own arrangements to dispose of it. Perhaps its time to get a consumer programme involved and give this company the wider profile they so clearly deserve?
#62 by Mark E Lewis at February 25th, 2010
Yet more of the same – 8.5% late payment charge £40.00 admin charge despite numerous letters, e-mails, phone calls etc. reminding them that we cancelled our contract in June last year due to breach of contract on their part not servicing the machine.
Well done for setting up this blog – let’s just hope enough contributions are made to really make a difference in this shambolic company.
Just one last thought, to anyone ‘phoning this company, please remember it’s not the person on the end of the line’s fault, it’s the guys at the top of the tree who set the company’s ethos – I just feel sorry for the shareholders – anyone any idea when the company’s AGM is ???
#63 by tommy boyle at February 26th, 2010
yes this is Mr Park
he stays next door to me
#64 by Jane, London at February 26th, 2010
Wooot, and a Wooooo, and a HOLY HELL!!!
Just had a call from “Chris” at PowWow.
He was very apologetic at the poor service we had been given.
Our account has now been cancelled, and the machine will be removed no later than next Wednesday.
There is, however, still the matter of the unpaid invoices!!!! He says he’s going to get copies and email me.
We’ll see.
Oh yes. At the beginning of the conversation, he mentioned that they’d received an email from the BWCA!!!!! Obviously, they’ve given PowWow a verbal rollicking!!
#65 by Barney at February 26th, 2010
I am going through the same problems, and I have decided that I am going to email them every day, maybe more than once a day
#66 by ThirstyNick at February 26th, 2010
Kiss my arse!!
I have just had a 15 min!!! phone call from an actual person at powwow, very apologetic and a bit rambling but apparently, the company is now being run by Ron Carter (ex-Ops director) and they would like to do anything they can to keep our business. I have already sent written notification of cancellation this week (on 3 months notice) and have said that I’ll give them until the end of May to prove that they are worthy of my business or I will end the contract on the spot and put the cooler in the street. Is it all a ruse to buy time, we’ll see…
#67 by Jane, London at March 3rd, 2010
Well. There’s a thing!!
They came and took the cooler away on the day they said they would!
The guy was so nice (all the employees I’ve had dealings with have been nice, and helpful). He tells me that Park has not paid the bill on their fuel charge cards, so they can’t get any diesel for the vans.
He also won’t pay for paper towels, etc, required to do the sanitisation. They’re buying the stuff themselves.
Apparently, Park has bought around 14 companies in the last 2-3 years, and run every single one of them into the ground.
#68 by Employees partner at March 8th, 2010
My partner worked for Nestle Powwow when we met 5 years ago. He loved his job and actually enjoyed going to work.
Since the company has been taken over it has just been run into the ground and he hates going to work now and we are afraid of what the future holds he doesn’t know wether to get out now or hold on.
I hope these people who bought the company are happy they are not only destroying a company but they are destroying peoples lives too.
#69 by anon customer at March 9th, 2010
This is what i sent to BWCA
Dear Sirs
I am emailing you as i believe that Powwow water are one of your members.
I believe you are aware of all the terrible letters they are sending customers and the disgraceful service they are giving.
I also want to point out the health issues of them not servicing my coolers for over a year.
It has been four months now, their cooler is still sitting in the car park awaiting collection after i cancelled the contract in writing and they are still invoicing me fo the machine and water i have not had and then admin charges, interest and then debt collection bills…
When is someone official going to take up this terrible situation – they should be closed down and struck off…
I would appreciate hearing your view about your member.
This is the response i received from John Dundon DWCA sent to Ron Carter at Powwow:-
Dear Ron,
Many thanks for your time at the recent BWCA convention, as you know I had arrange a meeting with Robert who was unable to attend. However, our discussion regarding the Pow Wow customer complaints that are received by the association and how best to resolve these, was very productive, and you genuine desire to resolve these issues is greatly appreciated.
As you can see from the attached documentation, this particular customer has been having some problems resolving a disputed matter, If you could look into this I would be grateful.
As you can see, there is a genuine desire by Ron Carter (who is the Operations Director) to resolve these issues. However, can I ask you not to publish Ron’s e-mail address on the blog, if you do, Ron may not be able to deal with individual customers issues and the purpose of the objective will be lost as Ron will only be able to deal with a certain amount of queries.
NOTE – THE PART DO NOT PUT ON BLOG!!!!!
This was received from Powow:-
Thanks for your time this afternoon, as discussed I am sorry for the issues that you have incurred with Powwow. I have finalised you account closure today and am currently chasing Finance for a resolution for the invoicing issues
Took two weeks and chasing phone calls to get credits and confirmation of closure of account.
GUESS WHAT HAPPENED TODAY….
Threatening phone call from Murrey White saying i owe Powwow invoices and that unless i pay Bailiffs will be coming to my business….
Just when i thought it was ALL over….. unbelievable..
#70 by yvonne at March 9th, 2010
come on Mr kitley do the decent thing and pay us what we are owed!
#71 by Bobby McGreyfriar at March 11th, 2010
Can you believe that Powwow has been awarded a massive contract in Scotland to supply water. I wonder if the person in charge has read this website. Look at the details below.
Central Government Centre of Procurement Expertise (CGCoPE),
http://www.publictenders.net/tenders/archive/101986
I.1) NAME, ADDRESSES AND CONTACT POINT(S):
Address: Organisation: Central Government Centre of Procurement Expertise (CGCoPE),
Europa Building, 450 Argyle Street
, Attn: Gerald Toal, Country code: UK-Glasgow Postal code: G2 8LG. Tel. +44 1412425806. E-mail: Gerald.toal@scotland.gsi.gov.uk. Fax +44 1412425599.
Internet address(es):
General address of the contracting authority: http://www.cgcopescotland.gov.uk.
Address of the buyer profile: http://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA10622.
I.2) TYPE OF THE CONTRACTING AUTHORITY AND MAIN ACTIVITY OR ACTIVITIES:
Ministry or any other national or federal authority, including their regional or local sub-divisions.
General public services.
The contracting authority is purchasing on behalf of other contracting authorities: yes.
SECTION II: OBJECT OF THE CONTRACT
II.1) DESCRIPTION
II.1.1) Title attributed to the contract:
Chilled Drinking Water and Associated Services.
II.1.2) Type of contract and location of works, place of delivery or of performance:
Services.
Service category No 27.
Main site or location of works, place of delivery or performance: Scotland.
NUTS code Location: “SCOTLAND”>UKM.
II.1.3) The notice involves:
The conclusion of a framework agreement.
II.1.4) Short description of the contract or purchase(s):
Chilled drinking water and associated services. Lot 1 – Bottled water, Lot 2 – Mains fed systems.
II.1.5) Common procurement vocabulary (CPV):
CPV code: “Drinking water”>41110000 .
II.1.6) Contract covered by the Government Procurement Agreement (GPA):
Yes.
II.2) TOTAL FINAL VALUE OF CONTRACT(S)
II.2.1) Total final value of contract(s):
Value: 1 400 000 GBP.
Excluding VAT.
SECTION IV: PROCEDURE
IV.1) TYPE OF PROCEDURE
IV.1.1) Type of procedure:
Restricted.
IV.2) AWARD CRITERIA
IV.2.1) Award criteria:
The most economically advantageous tender in terms of
1. Price. Weighting: 40.
2. Service Delivery. Weighting: 9.
3. Products & Equipment. Weighting: 12.
4. Contract Management. Weighting: 9.
5. Personnel & Training. Weighting: 6.
6. Health & Safety. Weighting: 9.
7. Monitoring & Quality Control. Weighting: 9.
8. Contract Implimentation. Weighting: 6.
Gerald Toal, Glasgow G2 8LG. E-mail: Gerald.toal@scotland.gsi.gov.uk.
#72 by disgruntled at March 15th, 2010
Recently myself and a few guys were taken on to work for pow wow/murray white collections based at Cardonald Park.
The place was a shambles. No training whatsoever, We were given a computer, a telephone number and a spreadsheet and we were told there was 10 million pounds worth of debt to collect. The funny thing was apart from a few unpaid invoices despite accounts showing thousands of pounds worth of debt we were harrasing accounts payable departments the length and breadth of GB. It was anything from SME’s to multinationals, to Local authorities to Government agencies and departments. Apparently it was up to the customer to prove that they paid their bills and to fax/e-mail remittance. The poor person at the other end of the phone who I am sure had more to do than fax/e-mail us with this info and we would forward them on. Having done this numerous times and still payments were never allocated. All the while no money was being collected in. We were often brought into the boardroom and promised that there will be accounts to chase that were due money. The MD and collections manager frequently admitted the data was in their words “shit” They had no real CRM and disputes were numerous and we had no power or authority to help the customer. Even passing e-mails to the relevant departments were never dealt with. Jim Park showed up twice when I was there in his Aston Martin DB9. We were warned to shave, not to have coffee mugs on desks etc as he is known to sack people on the spot. We were told by our supervisor that Jim’s a great guy and even has a house next door to Liz Hurley and only bought it cos he can!? Inside the office the language was often vile, sometimes overtly sexual and racist. I genuinely is 20 years of working have never seen a company so badly run. Long story short Myself and 7 colleagues were brought into the board room 3 and a half weeks into our pow wow careers to be told that we were being let go as there was no money coming in.
#73 by disgruntled at March 15th, 2010
Oh and by the way Murray White, Murray White London and Pow wow are the same company.
#74 by Jane, London at March 15th, 2010
They took away our cooler on 3rd March. Last week we got an invoice for March rental.
We decided to pay it in full, as a gesture of goodwill, instead of get picky that we only should pay a few days rental.
This guy seems to want to help:
Chris Caffel
Customer Response Manager
T: +44 (0) 845 601 3030
E: chris.caffel@powwow.com
#75 by disgruntled at March 15th, 2010
They may have taken your cooler away 3rd March but you’ll probably receive bills for months afterwards then calls from Murraywhite claiming you’re owe them money.