Quote: Originally Posted by Love Windows 7
I do not believe what I have just read here. It is the worst customer service I have ever come across so far.
That is pretty bad.... I have a quite bad story too though on the subject of Customer Service:
This time last year, I was searching for a new ISP. I ended up going with Virgin Media, because it sounded too good to be true: Unlimited Downloads, Free upgrade to ADSL2+ (most companies charge you extra) Free customer service support for £30pcm including Telephone. Amazing value I thought, so I went and signed up.
What I didn't realise, was that VM were massively over subscribed, and every evening at precisely 7pm speeds would drop to just 512Kbps. Not contention, because I know what contention looks like on my line, it literally jumps speed every minute or so, depending on server load, this was 512Kbps dead, until midnight when it would recover by 512Kbps per half an hour (exactly) until it hit my full speed
Anyway, when I phoned up to explain this issue to them, I got someone who obviously had no idea how the product he was "supporting" worked. I actually had to explain to him how contention works.... Unfortunately, it quickly emerged after several conversations with other tech support staff that this was the general level of knowledge in their team.
They were promising to have it fixed by the end of the week, for no less than 5 weeks... suffice to say it never happened, in fact I think that the issue is still ongoing to this day.
To make matters worse, they sent me a dodgy router that was dropping out every few minutes, and this skyrocketed my SNR. When I asked them to reset it the bloke had absolutely no idea what I was going on about. Again, I ended up educating their "highly trained technical support staff" and then he STILL couldn't do it.
Eventually, I got out of my contract scott free, on the basis of "failure to provide a minimum amount of service" (God Bless them actually putting that into their T+C's) and went with Plusnet who are basically everything that VM is not.
Then my bill came through from VM, for £200, because they had messed up my Phone Bills, charged me for calls to their suposedly "free" support number, and applied the cancellation fee anyway.
Suffice to say, I will not ever be buying anything with a certain Mr. Branson's face attached to it ever again