This Writing Life
Writer and psychologist.
View all posts by Ian Hocking
Oh man, I feel your pain. What cracked me up about NTL (now Virgin Media, and allegedly no better at customer service) is that, despite being an ISP, they will only answer customer service enquiries by phone. You couldn’t email them. What’s up with that?
My initial cynical thought was ‘I bet they make money off those local rate help line calls’, and I expect they do. But after a four year tenure with them, I realised they’re playing the long game. I don’t dare switch providers for exactly the reasons you’ve listed above. By being useless and obfuscatory, they keep their customers. QED.
By the way, I’ve found that written letters by snail mail are the best complaint vector, once the initial problem is fixed. Papertrails are much harder to lose. It may take a while for a reply to come back from the corporate machine, but it’s usually extremely apologetic and often accompanies some form of compensatory gesture. I assume this is because by the time the document has been passed on to someone who can actually read it, it’s already deep into the strata of upper management.
Give ‘em hell, dude.
PS Expect an email from me in the next few days … if you can retrieve them, that is.
Being from Cornwall, I feel a farming-inspired complaint might be a good idea, like that fella who drove his muck spreader up to the council offices somewhere and gave them a fertilizing they wouldn’t soon forget.
Failing that, a letter.
My next ISP will probably be TalkTalk. Wish me luck; I’m going in.
OH MY GOD! The things I could whine with about BT. I had exactly the same schiser to deal with as you, when they cut our phone and internet for a month when we moved house. Total bunch of imcompetent idiots.
Over here in America, we got hooked up with lightening fast internet, 240 TV channels and free local and long distance calls overnight for the same price as we were paying in England for BT phone and internet — not including the extra for the calls.
I have been almost the exactly the same thing!!
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