Every step of the experience was hard and stressful. I felt like I was speaking to an AI machine, who had no customer account management training, and simply did not care or want to help me through the journey. These companies churn this process everyday, so should be offering to making things easier and offer expertise. For the customer, most people do a sales process rarely and it is quite daunting being given pages and pages of information. I did not feel like I had a helping hand at the other end of the email (they pretty much refused to pick up the phone). My contact, lacked attention to detail, often hadn't read things properly and was asking me things I had already answered. They never tried to build any kind of relationship, even when I said I was feeling a bit stressed. When I tried to set up a call to help things, he kept pushing back (talking, even if a quick phone call can clear things quickly and help to build a relationship). After nearly losing the sale, I gave up on my contact at Goodlaw and went directly to the vendors solicitor, and thankfully rescued the sale. They went on holiday without telling me, I felt patronised, they completely lost my trust, not reading things properly. They over complicated things. I can honestly say, they have no idea about the customer. It was utterly awful. I noted that he does not have any reviews on their website, maybe if I had someone else it would have been better.
