Ofcom has announced the most complained about major telecoms providers, based on all consumer telecoms complaints received by Ofcom between October 2010 and February 2011.
Who can be surprised that telecoms provider TalkTalk comes at the top of the list of complaints? The company's first line call centre, based in the Far East, is a tangled mess with operators taking an unacceptable time to answer calls, unable to speak clearly, and not sharing information across different departments. The company has apologised and puts the problems down to a new pricing structure it has introduced recently.
I've had horrendous problems dealing with TalkTalk and did threaten legal action for breach of contract (which I was prepared to act upon). To their credit, the company did back down and refunded monies into my account. I was also impressed with their 2nd line technology team which is based in Warrington/Preston and which is TalkTalk owned. I suspect that their Far East Call Centre is not!
For what it's worth, here are some tips when dealing with telecoms providers.
1. Write everything down: time you called, who you spoke to, what was said and what was agreed. Courts in the UK have upheld consumer complaints when evidence has been produced.
2. Be polite, but firm. Don't lose your rag because it's likely that you will be cut off.
3. Monday morning around 8am GMT is a good time to call them. You usually don't have to wait that long.
4. If your problem persists, go straight to the top and bypass all customer services. We can tell you how to do this and give you further advice
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