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[BCAB] advice and views needed on Talk Talk service Mobeen Iqbal (12 Dec 2012 00:38 GMT)
(missing)
Re: [BCAB] advice and views needed on Talk Talk service Wendy Sharpe (13 Dec 2012 11:11 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Paul Smith (13 Dec 2012 08:01 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Joseph Paton (13 Dec 2012 09:54 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Graham Page (13 Dec 2012 10:58 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Joseph Paton (13 Dec 2012 23:07 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Agent Orange (13 Dec 2012 12:55 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Steven Bingham (13 Dec 2012 17:54 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Mobeen Iqbal (13 Dec 2012 14:12 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Agent Orange (14 Dec 2012 15:37 GMT)
Re: [BCAB] advice and views needed on Talk Talk service Guy Whitehouse (13 Dec 2012 08:07 GMT)

Re: [BCAB] advice and views needed on Talk Talk service Mobeen Iqbal 13 Dec 2012 14:12 GMT

Hi Phil and all.

Many thanks for all your responses, i'm very greatful. Phil, if it
hadn't been for the fact that everyone else apart from talk talk were
offering significantly lower speeds or an outreach package provided by
BT, i would never have gone with Talk Talk. I wish i could have gone
with O2. I have been a customer for many years now, and they have always
been spot on even when something has gone wrong. Customer services will
always listen, are UK based and don't patranise you. I just hope i never
have to call talk talk customer support, and hope that cancelation won't
be a problem if and when a better provider is supported in my area. BT
them selves leave a lot to be desired as well i believe. Out of
curiosity, how did you get in touch with head office? always useful to
know in case i ever have to take action... Many thanks to the rest of
you as well for your feedback its much apreciated.

all the best,

Mo.

On 13/12/2012 12:55, Agent Orange wrote:
> 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:bcab-bounces@lists.bcab.org.uk] On Behalf Of Mobeen Iqbal
> Sent: 12 December 2012 00:38
> To: access-uk@freelists.org; 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.
>
>
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