Rene,
We’ve had the same experience ourselves. Largely impeccable service from the salesmen, whom I expect have been chosen specifically for their personal qualities.
My observation, this time around, would be that everything has changed. Sales personnel are doing the work of 2 or 3 people because staff get laid off in bare times. Everything is cut to the bone. People don’t ring back because they’re too busy and have no time. Service drops and what was an acceptable level 5 years ago is now a luxury they can’t afford.
The guy I’m ordering with has been good. Particularly, the hoops we’re all having to jump through with the lease agreement being via a Court of Protection Deputy and therefore an agent. I’m certain he could have just fobbed us off but has gone the extra because he’s invested in our situation. There are many that aren’t.
Unfortunately, it is what it is and am a guilty as anyone for generalising.
I really think this will be the last time we use the Scheme though. Three years hence it will be unrecognisable but if it isn’t that will be a bonus.