BP petrol station Gatwick North Terminal

Wimbledon_SLK · 09-14-2006

Hi there,

I thought this may be of some interst to the forum. I stopped to refuel at the BP petrol station in gatwick airport a couple fo evenings ago. This is a copy of the complaint letter i wrote following a nice confrontation with the guy at the till:

To the Customer Services Manager,

Yesterday night, the 12th of September, I stopped at your petrol station in Gatwick North Terminal (site ID 003177) for refuelling.
I am disappointed because I was served by your staff inappropriately (till 1, operator 17). I was told in a rather rude way that the signature I made on the credit card payment slip did not correspond to the on on the back of my credit card. I promptly produced two other credit cards and my driving license. Your staff was still not satisfied, therefore , I offered to repeat the signature, but this did not seem to comply with the requirements..
The attitude of your staff was rude and unprofessional. Your operator failed to check the picture on my driving license which would have proved my identity. I was returned the card reluctantly and in a very impolite manner. The rest of the staff continued to discuss the case once I left in public in the presence of other customers.
I am very concerned and disappointed for several reasons. Firstly, I should think that my driving licence and two credit cards should suffice to prove my identity. Secondly, even though I acknowledge that your operators need to protect the customers from fraud, this approach should be discrete, making the statement "this is not your credit card" in public without any evidence is despicable. Thirdly, if you are so concerned about fraud why don't you introduce pin numbers?
This episode was extremely embarrassing and out of order. Your staff was unprofessional and implicitly stated that I had a stolen credit card despite me producing proof of my identity.
I am looking forward to hearing from you and I reserve the right to take this issue further in view of the breach of my privacy and false accusations.
Regards

N4PWJ · 09-14-2006

your just right!!!! tell them they ae all rats!!
sounds like a case off..... 'jealous boy hates man with SLK.'
happens weekly this case.

Wimbledon_SLK · 09-14-2006

Quote:

Originally Posted by N4PWJ

your just right!!!! tell them they ae all rats!!
sounds like a case off..... 'jealous boy hates man with SLK.'
happens weekly this case.

Just to give you the full story, I arrived back into Gatwick after a 10 hours flight, the weather was good and the temperature was 20C so I took the top down. I was wearing casual clothes, blue jeans and a baseball cap.

Incidently, I also provided the guy at the till with my nectar card! If I was a thief.. I am not sure i would want any reward points!

I think that jelousy may have played a role, however I also think that when you give power to brainless people they can only abuse it. This guy has the power to turn my credit card down apparently and he was trying to scare me, shame I dont get scared so easily...
He must have assumed that if you drive and expensive car, you wear a baseball cap and you have a foreign surname you are likely to be a thief.

The whole situation was very embarassing, I happily followed his instructions to provide further evidence of my identity in the knowledge that there was a chance he was trying to protect me from fraud. However, I lost it a bit when he was nto satisfied (3 credit cards, my driving licence and a nectar card) and maybe...I was a bit too verbally aggressive when I advised him to have his eyes checked and also added that the advise was coming from a doctor and I was not going to charge him....

Ihave nto received any answer to my enmail to customer service that I sent yeserday. If I dont receive an apology within a week I am planning to send a letter. I will keep you updated.

The good thing about the evening was the drive from Gatwick back to Wimbledon in beautyful weather and the top down... super!

Thanks for your comments

P

blueyes · 09-15-2006

Quote:

Originally Posted by Wimbledon_SLK

Just to give you the full story, I arrived back into Gatwick after a 10 hours flight,

Did you try your passport?

Why didn't he call the police if he thought your card was stolen?

Wimbledon_SLK · 09-15-2006

Quote:

Originally Posted by blueyes

Did you try your passport?

Why didn't he call the police if he thought your card was stolen?

Hi,

When I offered to get my passport he said nothing....
When I told him to call the police he returned the card, very reluctantly. I stressed that I was the one doing him a favour stopping at his station and and not the other way around

I think he just wanted to prove the point that despite not having an SLK he had the power to irritate and embarrass people.

P

DansSlk · 09-15-2006

I know what you mean i get it also sometimes normally a quick chat with them using big words and some unfriendly language takes care of eliminating any power they think that have.

I agree with the comments it is totally jealously and its such a shame that some people are like that.

At the local Shell i have become known to all the staff so i gotta be fair about them and say that they are always very polite i think because i visit them twice a week for £50 of V-Power each time they get used to your face.

Wimbledon_SLK · 09-15-2006

Quote:

Originally Posted by DansSlk

I know what you mean i get it also sometimes normally a quick chat with them using big words and some unfriendly language takes care of eliminating any power they think that have.

I agree with the comments it is totally jealously and its such a shame that some people are like that.

At the local Shell i have become known to all the staff so i gotta be fair about them and say that they are always very polite i think because i visit them twice a week for £50 of V-Power each time they get used to your face.

Meanwhile my email has not been aknowledeged by BP. I will send a proper letter next week.
I may sound exessively aggressive... but.. I think this "operator" needs to be told off.

ciao and thanks for yrou comments

P

RacerCub68 · 09-15-2006

Quote:

Originally Posted by Wimbledon_SLK

Meanwhile my email has not been aknowledeged by BP. I will send a proper letter next week.
I may sound exessively aggressive... but.. I think this "operator" needs to be told off.

ciao and thanks for yrou comments

P

Don't forget to add to the letter "I think 6 free fill ups will ease my pain."

Wimbledon_SLK · 09-15-2006

Quote:

Originally Posted by RacerCub68

Don't forget to add to the letter "I think 6 free fill ups will ease my pain."

I would not hold my breath! I am more likely to be ignored.. I wont stop at BP stations again.. but I am just a tiny drop in the ocean....

P
I wonder if other memebers have stories of the same or similar nature?

**etyu** · 09-15-2006

The petrol stations here (USA) have mainly self-serv pumping "islands". No need for attendants/operators at the pumps. Usually only one or two attendants inside the mini-mart, where the pumps are controlled from. You can pay at the pump using the credit card or inside with the attendant.

Wimbledon_SLK · 09-15-2006

Quote:

Originally Posted by etyu

The petrol stations here (USA) have mainly self-serv pumping "islands". No need for attendants/operators at the pumps. Usually only one or two attendants inside the mini-mart, where the pumps are controlled from. You can pay at the pump using the credit card or inside with the attendant.

good! I guess you cant argue with a pump.. LOL...

RacerCub68 · 09-16-2006

Quote:

Originally Posted by etyu

The petrol stations here (USA) have mainly self-serv pumping "islands". No need for attendants/operators at the pumps. Usually only one or two attendants inside the mini-mart, where the pumps are controlled from. You can pay at the pump using the credit card or inside with the attendant.

Those pumps can be a hassle sometimes. But they are WONDERFUL 98% of the time.

When I know a hurricane is heading here, I take the car and all the generator cans and fill up. If I take Frank's car right after, it will not allow me to use my bank debit card again. They have a thing that you can't use the same card again at the station within a certain amount of time. (You don't ever use cash BEFORE a hurricane, you hoard it!)

I get Chevron, this is the only brand I've noticed that problem at. Anyway, I just have to deal with the fact that all my gas charges won't show up on the same statement. ;-)

**etyu** · 09-16-2006

Quote:

Originally Posted by RacerCub68

If I take Frank's car right after, it will not allow me to use my bank debit card again. They have a thing that you can't use the same card again at the station within a certain amount of time.

I get Chevron, this is the only brand I've noticed that problem at. Anyway, I just have to deal with the fact that all my gas charges won't show up on the same statement. ;-)

It's something the credit card company does to reduce fraudulent use (someone steals the card and fill up their car but are able to do so only once within a certain period of time).

I mainly use Chevron, as they were recommended by the MB service technician. He states they have better detergents in their gasoline.

Here's a tip: Use the CITICard Dividend Platinum Select (you can apply on line) and you get 5% back on your purchases at the gasoline station, supermarkets and pharmacy. The down side is that the rates they charge you for having a balance is astronomical. (This won't be a problem if you pay off the monthly balance everytime). The annual (calendar year) cash back is limited to USD $300 per year. (One can call the toll free number and ask for the cash back, as long as it is more than $50, and they'll send you a check within 2 weeks of request). The trick is to have one card for yourself and another for your spouse/mate. When you max out on the benefits of one card. Switch to the second card.

Wimbledon_SLK · 09-17-2006

Update

I got a letter from BP. In summary they apologise, they will do a full investigation and i was given 4 car wash vouchers.
I am pleased.

P

DansSlk · 09-17-2006

Cool,

I doubt the investigation will happen mate i think thats just lip service but the vouchers are better than nothing i guess.

I take it they can be used on the pressure washer ones also right?

Wimbledon_SLK · 09-17-2006

Quote:

Originally Posted by DansSlk

Cool,

I doubt the investigation will happen mate i think thats just lip service but the vouchers are better than nothing i guess.

I take it they can be used on the pressure washer ones also right?

Hi,

yes the voucher says "vslid for Car or jet Wash at any patecipating BP site".
In the letter I received from BP it is confirmed that the PIN pachine is nto currently working at the moment... so someone must have been called up at the Gatwick BP petrol station.

I will update you on further developments

Ciao

P

**etyu** · 09-17-2006

I would have preferred a 100 Euro Gas card instead of a car wash. But at least they're trying to make amends.

Wimbledon_SLK · 09-18-2006

Quote:

Originally Posted by etyu

I would have preferred a 100 Euro Gas card instead of a car wash. But at least they're trying to make amends.

Yes I agree with you entirely, I would have loved a petrol instead of the car wash voucher, also considering that I would not trust anybody to wash my car...
can you imagine if I found the same guy who did not like my credit card at the car wash? LOL

ciao

P

RacerCub68 · 09-18-2006

Quote:

Originally Posted by etyu

It's something the credit card company does to reduce fraudulent use (someone steals the card and fill up their car but are able to do so only once within a certain period of time).

I mainly use Chevron, as they were recommended by the MB service technician. He states they have better detergents in their gasoline.

Here's a tip: Use the CITICard D

09-14-2006	#1 (permalink)
Wimbledon_SLK Elite SLK World Member Join Date: Aug 2006 Location: London Vehicle: SLK 280 Other Toys: Honda VFR 750 Posts: 649 Country: Thanks: 34 Thanked 35 Times in 9 Posts	BP petrol station Gatwick North Terminal Hi there, I thought this may be of some interst to the forum. I stopped to refuel at the BP petrol station in gatwick airport a couple fo evenings ago. This is a copy of the complaint letter i wrote following a nice confrontation with the guy at the till: To the Customer Services Manager, Yesterday night, the 12th of September, I stopped at your petrol station in Gatwick North Terminal (site ID 003177) for refuelling. I am disappointed because I was served by your staff inappropriately (till 1, operator 17). I was told in a rather rude way that the signature I made on the credit card payment slip did not correspond to the on on the back of my credit card. I promptly produced two other credit cards and my driving license. Your staff was still not satisfied, therefore , I offered to repeat the signature, but this did not seem to comply with the requirements.. The attitude of your staff was rude and unprofessional. Your operator failed to check the picture on my driving license which would have proved my identity. I was returned the card reluctantly and in a very impolite manner. The rest of the staff continued to discuss the case once I left in public in the presence of other customers. I am very concerned and disappointed for several reasons. Firstly, I should think that my driving licence and two credit cards should suffice to prove my identity. Secondly, even though I acknowledge that your operators need to protect the customers from fraud, this approach should be discrete, making the statement "this is not your credit card" in public without any evidence is despicable. Thirdly, if you are so concerned about fraud why don't you introduce pin numbers? This episode was extremely embarrassing and out of order. Your staff was unprofessional and implicitly stated that I had a stolen credit card despite me producing proof of my identity. I am looking forward to hearing from you and I reserve the right to take this issue further in view of the breach of my privacy and false accusations. Regards Last edited by Wimbledon_SLK; 09-14-2006 at 10:38 AM.

09-15-2006	#6 (permalink)
DansSlk Due For Service Join Date: Jun 2006 Location: Wales Vehicle: 05 B55S (Brabus 6.1 S) Posts: 6,751 Country: Thanks: 96 Thanked 221 Times in 173 Posts	I know what you mean i get it also sometimes normally a quick chat with them using big words and some unfriendly language takes care of eliminating any power they think that have. I agree with the comments it is totally jealously and its such a shame that some people are like that. At the local Shell i have become known to all the staff so i gotta be fair about them and say that they are always very polite i think because i visit them twice a week for £50 of V-Power each time they get used to your face. __________________ One thing you will learn with German cars - If it's simple it ain't happening.

09-15-2006	#10 (permalink)
etyu Founding Member #2 / Ambassador Of Good Will Join Date: Jun 2006 Location: Orange County, CA Vehicle: 2008 SLK 55 Posts: 5,279 Country: Thanks: 376 Thanked 277 Times in 168 Posts	The petrol stations here (USA) have mainly self-serv pumping "islands". No need for attendants/operators at the pumps. Usually only one or two attendants inside the mini-mart, where the pumps are controlled from. You can pay at the pump using the credit card or inside with the attendant. __________________ *Eddy* To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts. Pewter/Beige, PIII package, Airscarf, Hands-Free Communication System, Lighting package Designo Black Leather Cover on e-brake handle, ( To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts. Bill T), SmartTop v1.0, Kleyman 3BFM (NoRegret Custom), Green Air Filters, *Mod. R170 ant.*, EuroClear sidemarkers w/PIAA PlasmaIon lamps, chromed front & rear turn indicator lamps, PIAA SuperPlasmaGTX front parking lamps, bilateral rear fog lamps enabled.

09-17-2006	#15 (permalink)
DansSlk Due For Service Join Date: Jun 2006 Location: Wales Vehicle: 05 B55S (Brabus 6.1 S) Posts: 6,751 Country: Thanks: 96 Thanked 221 Times in 173 Posts	Cool, I doubt the investigation will happen mate i think thats just lip service but the vouchers are better than nothing i guess. I take it they can be used on the pressure washer ones also right? __________________ One thing you will learn with German cars - If it's simple it ain't happening.

09-17-2006	#17 (permalink)
etyu Founding Member #2 / Ambassador Of Good Will Join Date: Jun 2006 Location: Orange County, CA Vehicle: 2008 SLK 55 Posts: 5,279 Country: Thanks: 376 Thanked 277 Times in 168 Posts	I would have preferred a 100 Euro Gas card instead of a car wash. But at least they're trying to make amends. __________________ *Eddy* To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts. Pewter/Beige, PIII package, Airscarf, Hands-Free Communication System, Lighting package Designo Black Leather Cover on e-brake handle, ( To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts. Bill T), SmartTop v1.0, Kleyman 3BFM (NoRegret Custom), Green Air Filters, *Mod. R170 ant.*, EuroClear sidemarkers w/PIAA PlasmaIon lamps, chromed front & rear turn indicator lamps, PIAA SuperPlasmaGTX front parking lamps, bilateral rear fog lamps enabled.

09-14-2006	#2 (permalink)
N4PWJ Elite SLK World Member Join Date: Aug 2006 Location: Belfast,N.Ireland Vehicle: 2006,slk280,carlsson Other Toys: Caterham Posts: 1,417 Country: Thanks: 1 Thanked 4 Times in 4 Posts	your just right!!!! tell them they ae all rats!! sounds like a case off..... 'jealous boy hates man with SLK.' happens weekly this case.

09-17-2006	#14 (permalink)
Wimbledon_SLK Elite SLK World Member Join Date: Aug 2006 Location: London Vehicle: SLK 280 Other Toys: Honda VFR 750 Posts: 649 Country: Thanks: 34 Thanked 35 Times in 9 Posts	Update I got a letter from BP. In summary they apologise, they will do a full investigation and i was given 4 car wash vouchers. I am pleased. P