Following complaints of constant service failings from members served out of the Smiths News hub in Hemel Hempstead, a joint NFRN meeting was called between the Hertfordshire, Berks & Bucks and London North West branches on Wednesday 19 September 2018.
In attendance were over 40 NFRN members, NFRN news operations manager Peter Williamson, plus two managers from Smiths News – Mark Lapworth (News operations manager) and Malik Chowdhury (Stevenage night manager).
A Q&A session took place where members who attended were able to openly ask the Smiths News representatives a range of questions about the service they are receiving, including:
1. RDT achievement and measurement
2. Shortages and fulfillment of claims
3. Weekend supplements and the importance of the full product
4. Voucher credits and the delay in crediting or refusal
5. Driver management issues
7. Returns collection
8. Call centre experience and training
9. Carriage Charge increases
10. SNapp training / understanding
Feedback about the meeting, which was organised by NFRN officials Alpesh Patel and Raju Patel along with Peter Williamson, was very positive.
After the meeting, Raju Patel said that “Smiths News have taken everything on board to resolve the problems we are facing at the moment and we hope for the best outcome.”
Peter Williamson commented: “This was a great opportunity for NFRN members to share their problems with their wholesaler and help build a good working relationship with them. All the members I spoke to afterwards were positive and thanked Mark & Malik for attending.”