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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 Agent Orange 14 Dec 2012 15:37 GMT

MO,

TalkTalk has a three stage complaints escalation process:

-  First, raise your concerns with the customer service department; if they
can not resolve the issue to your complete satisfaction, request that your
concern be logged formally as a complaint and escalated to a manager for
resolution.

-  At this second stage you are entitled to speak to a manager.  If the
manager can not resolve your complaint for you, request that your complaint
be raised to the Chief Executive's Office.

-  The CEO's office is the top tier of complaints handling within TalkTalk.
Within this team there are advisors and managers.  If you aren't happy with
what your CEO advisor says, ask for a manager.

The first two stages are staffed by Indian call centre staff.  The CEO's
office is based in the UK and is staffed by UK staff.

If my experience is anything to go by, you may need to be very persistent to
get this far as the staff at the first two tiers are clearly trained to
block you.  They may tell you that there is no complaint's process; that
there's nothing anyone in the organisation can do to resolve your issue even
if you make a complaint; that it is not even possible to log a complaint.
Ignore it all and keep insisting politely but firmly that you wish to have
your complaint logged and raised to the next level.  If one agent refuses,
call back and speak to someone else.

Write down the name of every single person you speak to.  Write down the
time and date that each call starts and ends.  Write down notes about what
is said and agreed on each call.  You will need all of this as evidence of
their obstruction and/or incompetence in the event you are stone walled.  I
have learned to do this as a matter of course now, not only when dealing
with TalkTalk but with any large call centre based customer service
operation.

Once you get to the CEO's office, you will find that the staff there are
generally of a higher calibre and have more authority to deal with issues
sensibly.

If your complaint remains unresolved, there are two telecoms industry
ombudsmen schemes which can hear complaints which have not been dealt with
to a customer's satisfaction, and can impose penalties on the provider.
They each cover slightly different territory, eg, broadband services vs
premium rate calling or mobile services.  I haven't had cause to go this far
yet, but a web search will reveal plenty of info about the process.  Don't
be afraid to make it clear to TalkTalk that you intend to go to the
ombudsman if your complaint is not properly resolved.

HTH

Phil

-----Original Message-----
From: Bcab [mailto:bcab-bounces@lists.bcab.org.uk] On Behalf Of Mobeen Iqbal
Sent: 13 December 2012 14:12
To: BCAB Discussion List
Subject: Re: [BCAB] advice and views needed on Talk Talk service

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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