Re: [BCAB] advice and views needed on Talk Talk service Steven Bingham 13 Dec 2012 17:54 GMT
A cording to figures issued by OfTel and supported by Which TalkTalk has the worst customer satisfaction record of any of the ISP/phone providers. Yes I found this hard to believe but what I found even harder to believe is that Virgin Media have the best record. I have been a Virgin customer ever since they took over NTL and before that Telesential. I used to dread ringing them up but I must admit they seem to have improved lately. Now if I have an Internet problem I just let them take over my machine and get on with it and they seem to get things working but I must admit to not always believing what they say was wrong! Steve -----Original Message----- From: Bcab [mailto:email@example.com] On Behalf Of Agent Orange Sent: 13 December 2012 12:56 To: 'BCAB Discussion List' Subject: Re: [BCAB] advice and views needed on Talk Talk service Mo, I have been a TalkTalk phone and broadband customer since 2006. My experience of them has been mixed. The service seems to work most of the time, but when things go wrong and you require customer service support, be prepared for the possibility of prolonged frustration. What Graham says about the Indian call centres being staffed by script jockeys is absolutely right. I too had a period of around 18 months when my broadband service kept dropping and no amount of "technical support" helped because they kept insisting it was my problem. I eventually just left it and it eventually resolved itself. This was in the early days when they were the first provider to launch free always on broadband and they grew their customer base faster than their infrastructure could support. The service now works nearly all the time, though it's sometimes a tad slower than it should be. However, sometimes the customer service is worse than unhelpful, degenerating into down right obstructive behaviour. My most recent experience went like this: - complaint lodged on 19 Nov re unlawful price rise contrary to the Ts&Cs of my contract. Operator unable to deal with complaint. After significant resistance, she agreed to log a complaint and promised that a manager would call me back on 21 Nov. - I was never called back about this complaint, not on 21 Nov or any other time. - When I called back myself on 3 Dec, I was informed that a TalkTalk agent had spoken to me on 22 Nov, had "educated me about my call plan" and had resolved and closed my complaint. This is all a fiction. - I asked to log a complaint and was refused. - The operator terminated the call. The matter is now being dealt with by the Chief Executive's Office. At my insistence, they have been back through their call logs, listened to those calls which did take place, and have provided "feedback" to the staff concerned via their managers, and have requested an explanation. They have upheld every element of my complaint and will now be writing me a detailed letter of appology, providing a rolling monthly credit to offset the price rise, plus agreeing significant compensation for the way in wich their customer service agents behaved. This may not be typical, but if I had not been so persistent I would have been fobbed off with no resolution and having been treated in an entirely unacceptable manner. TalkTalk provides a reasonable service at it's price point. In my view, poor customer service is a compromise I'm willing to make for this. But be ware ... Phil -----Original Message----- From: Bcab [mailto:firstname.lastname@example.org] On Behalf Of Mobeen Iqbal Sent: 12 December 2012 00:38 To: email@example.com; BCAB Discussion List Subject: [BCAB] advice and views needed on Talk Talk service Hi everyone. I have just had to sign a 12 month contract with Talk Talk, as they are the only company apart from BT that provide a service in the area i am hoping to move too. I would like to hear from anyone that has been or is with talk talk, what your experience has been, how often your service goes down, calls to technical support, what the support is like, etc? am i going to be dealing with indians who can't understand a word i'm saying and who are down right rood? No offence to any people that may reply, if its any consolation i'm Asian my self! oh for the days of UK customer support. any views welcome. all the best, Mo. -- To find out more about BCAB and the benefits that membership can bring, please visit our website: http://www.bcab.org.uk/ To manage your subscription to the BCAB mailing list, please visit our website: http://www.bcab.org.uk/bcab-discussion-list/ To discuss matters relating to the mailing list, please email firstname.lastname@example.org. -- To find out more about BCAB and the benefits that membership can bring, please visit our website: http://www.bcab.org.uk/ To manage your subscription to the BCAB mailing list, please visit our website: http://www.bcab.org.uk/bcab-discussion-list/ To discuss matters relating to the mailing list, please email email@example.com.