Ellee Seymour

MCIPR, PRESS CONSULTANT, JOURNALIST, POLITICAL AND PR BLOGGER.

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October 10th, 2007

The missing - Ben Needham

image This latest picture of Ben imageNeedham has been released to mark his 18th birthday on 29 October. He disappearance from the Greek island of Kos 16 years ago when he was just 21 months old. He looks a fine young man.

The picture was made at the request of Ben’s mother Kerry Grist, from Sheffield, and produced by facial identity experts from the Metropolitan Police who used photographs, including those of members of his family when they were the age he is now.

Kerry said:

“It was heart-wrenching when I saw the picture, but hopefully it will help bring us together again.

“All I want is to see Ben again so he knows the truth. I want him to know that I am his mother and he wasn’t abandoned or anything like that.

“I want him to know how we parted and how I have spent all this time looking for him. He is a young man and I can’t imagine what sort of life he will be leading.

“He will be old enough to make up his own mind about his future. I suppose I have no legal right over him, but at least he will know who is real mum is and if he wants to be part of my life again that would be absolutely wonderful.”

On the day of his disappearance, Ben had been left in the care of his grandparents who lived on the island while his mother went to work at a local hotel. They were planning to move there too. Ben had been playing near the doorway of the family’s farmhouse as the adults were having lunch and his grandmother had only taken her eyes off him for a few minutes when it was discovered he was gone, sometime around half past two in the afternoon.

The family first searched the area for Ben, assuming he had wandered off or their teenage son Stephen had taken him out on his moped but, when no trace of him was found, the police were notified. They extensively questioned the Needhams, holding them as prime suspects, and delayed in informing airports and docks of Ben’s disappearance and widening their search for the child. A shop assistant had seen Ben on the evening of his disappearance with an older boy, but this lead was not followed up until it was too late to trace them.

You can read the countless heart rending efforts made by Ben’s family to trace him here . They have never given up hope of seeing him again and believe he is still alive. They think he was “taken to order“, passing through the hands of child smuggling gangs and could be “anywhere in the world”.

I can’t imagine a more cruel fate for a mother, to lose a child in these terrible circumstances and know that most likely he is unaware of your existence.

In memory of those who are still missing.

October 10th, 2007

Lord Kalms follows up my Tech Guys complaint

image A week ago I wrote here about the disgraceful service I was experiencing from Tech Guys, who have had my laptop for two months and failed in that time to replace its broken screen or communicate with me what was happening. My experience with them was a nightmare.

Little did I know that it would end up being investigated by Lord Kalms (pic)himself. He is the life president and former chairman of DSG International which owns Dixons, Currys, The Link and PC World outlets. Tech Guys are based in PC World, as well as other outlets.

Unknown to me, my difficulty was brought to his attention by Iain Dale after he read my disgruntled post. I was amazed when I received this email early yesterday (7.17am) from Lord Kalms’ PA:

“I understand from Iain Dale that you have been having a problem with PC World. Lord Kalms has asked if you could let me know what has happened and perhaps we can help sort it out. If you would be kind enough to e-mail me with the details I will do what I can.”

This was followed up by a call later in the day from PC World team leader Stuart McArthur who checked and discovered that my laptop was, coincidentally, being returned to me yesterday. I had no idea this was happening and, as I was out, the driver left a card. I am hoping it will be re-delivered today. Stuart was very apologetic and admitted that the service I received was not acceptable. He offered me £100 in PC World gift vouchers by way of apology.

There has also been a hot debate going on at a PC Advisor forum on this sorry saga and the editor is considering running a story about it in their magazine.

As a result of this unpleasant experience, particularly so for my husband who made many frustrating calls on my behalf, it seems obvious that the customer service and communications side of Tech Guys needs to be reviewed, that they should consider how they can improve their internal and external communications and stakeholder engagement. I hope these serious shortcomings will be acted on instantly so others do not have to suffer similar disappointing experiences. Stuart did say that they would be followed up with the departments involved.

And I do hope so because not everyone is fortunate enough to have contacts or blog readers with friends in high places to call on!

This is a very competitive market where a good reputation is essential. I always maintain that the one thing you cannot buy is a good reputation, it has to be earned, and its value is priceless.

When I wrote my post last week, I deliberately included as many Tech Guys and PC World url links as possible to feed the Google juice. Sure enough, if you type the words Tech Guys complaints into Google, my posts are right at the top of the search engine. Why didn’t their media monitors pick up on this and respond? They should be closely following all conversations on the internet and instantly acting on them, like Dell and Microsoft.

Btw, please don’t all rush to Iain at once with your consumer complaints!

Update:  12.15pm, seeing is believing, my laptop has just arrived.