I wrote recently concerning the terrible customer service offered by freeparking.co.uk, (for my previous posts please see https://kevinmorris101.wordpress.com/2011/03/03/poor-customer-service-from-freeparking-co-uk-follow-up/). In those posts I explained how, on 26 February I purchased a domain, from Freeparking, however despite having had my bank account debited the domain was still showing (on the Freeparking site) as being available! Well all is explained in an e-mail from Freeparking which I received yesterday in which the company inform me that my domain did not register. This is breathtaking given that they debited my account and sent me written confirmation of having done so. As you can imagine I’ve asked for a full refund and I won’t be touching Freeparking with a bargepole in future.
I’m hopping mad. Indeed I’m so annoyed by the whole catalogue of errors that I’ve written to Freeparking’s General Manager, Dickie Armour as follows
“Dear Mr Armour,
I am writing to you in your capacity as the General Manager of the
company with responsibility for
I would be grateful
if you could please provide me with an explanation for the terrible
customer service which I have experienced in my dealings with
I am registered blind and use screen reading software (Jaws which
converts text into speech and braille allowing me to read my
computer’s screen). On Saturday 26 February I completed a registration
form. However my access software was not able to detect the check box
and/or button on which it is necessary to click in order to confirm
that you accept Freeparking’s terms and conditions. Consequently I
submitted a support ticket requesting assistance in completing my
registration. On 1 March I received the following response from
“The status of support ticket 121546 has been updated
Updated By: Support Staff
Update Comment: Dear Kevin,
The site may not be compatible and has not been updated for yonks.
The only thing I can suggest is that it is not a button, but a box that
needs to be checked with a tick.
Because of the fully automated process, I cannot accept the terms for you.
Given that I had explained that owing to my visual impairment I was
not able to complete the registration process the above reply is
utterly disgraceful. Here in the UK there is the Equalities Act (which
replaced the Disability Discrimination Act)
. This legislation places an obligation on providers of goods and
services to make “reasonable adjustments” in the manner in which they
provide said goods and services. Such a reasonable adjustment would
have been for Freeparking Support to have adopted a helpful attitude
when dealing with my request for assistance rather than brushing me
off with the excuse that, due to the process being automated they are
unable to assist me. I am aware that the head office of Freeparking is
in the USA and that the Equalities Act does not apply there, however
the company is (almost certainly) caught by the Americans with
Disabilities Act and should make reasonable adjustments irrespective
of the location of it’s customers.
I was, as it happens able to complete the registration process with
the assistance of my wife who is fully sighted. However this does not
detract from the terrible level of customer service furnished by
Unfortunatley my problems with Freeparking have not been confined to
creating my account. I registered the domain
Freeparking and received a receipt stating that my payment of £9.99
had been accepted. However several days passed and I became
increasingly concerned that my domain was still showing as
“processing”. My disquiet increased when I searched Freeparking for
only to discover that it was still being advertised
I duly contacted Freeparking Support to ascertain what was happening
and received the following response
“The status of support ticket 121648 has been updated
Updated By: Support Staff
Update Comment: Dear Sir,
I am afraid the domain did not register.
On re-purchase please pass on the last 4 numbers and name on CC so
accounts can action a refund.
Firstly I am amazed that Support feel under no obligation to apologise
for the inconvenience I have been put to. This is common courtesy in
everyday interactions between individuals in society but, apparently
these nicities do not apply to your support staff.
Secondly I am astounded that no action was taken to inform me that I
did not, in fact own the domain
until I raised a
query with yourselves.
I would welcome a full explanation of what has gone wrong together
with a proper apology.
I hope that measures will be put in place to improve the woeful lack
of customer service in Freeparking.
I have no intention of using your services in future and I’ve
requested a full refund from Freeparking.
I look forward to receiving your response.
If and when I receive a response I’ll post it here.
For anyone else who is experiencing problems in their dealings with Freeparking I’ve posted Mr Armour’s contact details below:
is handled in the UK by Fibranet Services Ltd. The General
Manager there is Dickie Armour. His contact details are:
Mobile: 07976 614043
Phone: 0845 363 1173