Talk Talk Argghhhh!
- Thread starter Steven
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Talk Talk Argghhhh!
OP
OP
Sounds like my letter to Bulldog Broadband to which I received no reply.
OP
OP
Amazingly I received a reply, from the Carphone Warehouse CEO no less.
[FONT=Verdana, Helvetica, Arial]Dear Mr *****
Many thanks for your email, I am extremely sorry to hear of the problems you are experiencing with your phone line and concerned that you have had to contact to me in search of resolution.
I have got someone investigating what has gone wrong and we will be back to you shortly.
In the meantime, please accept my sincere apologies
Regards
Charles Dunstone
Here he is on the CPW website:
http://www.carphonewarehouse.com/co...rticle=MAIN.UK.INTERNET.HELPINFO.COMPINFO.CEO
[/FONT]
[FONT=Verdana, Helvetica, Arial]Dear Mr *****
Many thanks for your email, I am extremely sorry to hear of the problems you are experiencing with your phone line and concerned that you have had to contact to me in search of resolution.
I have got someone investigating what has gone wrong and we will be back to you shortly.
In the meantime, please accept my sincere apologies
Regards
Charles Dunstone
Here he is on the CPW website:
http://www.carphonewarehouse.com/co...rticle=MAIN.UK.INTERNET.HELPINFO.COMPINFO.CEO
[/FONT]
and heres one of his email reponse team
ChristieCruiser
Member
lol i like the bit about David lol..
well.. get ready for the bribery...
they will probably offer you "an evern better rate" as an appology lol. hahahaha.
well.. get ready for the bribery...
they will probably offer you "an evern better rate" as an appology lol. hahahaha.
if you dont get a satisfactory outcome, let him know. it solved my problems.
OP
OP
He'll be the first to know. I now have his email and phone number so sod customer services, I'm going straight to the top from now on!
the problem i find with customer services is that they dont actually have the power to help, and they dont want to. they're not able or willing. so they're useless.
but when someone gets an email from the boss's boss's boss it tends to get special treatment, such as wiping debt off and closing the account, no questions asked
it was ofcom who originally suggested i contact the directors. ofcom are very helpful, i suggest anyone with a similar problem contacts them asap.
but when someone gets an email from the boss's boss's boss it tends to get special treatment, such as wiping debt off and closing the account, no questions asked
it was ofcom who originally suggested i contact the directors. ofcom are very helpful, i suggest anyone with a similar problem contacts them asap.
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OP
OP
If they wipe the money owed and close the account I'll be more than happy.
my friend was stuck in a tiscali contract for broadband and was able to get out of it by using the broadband all the time. downloading large files and deleting them and doing it again. in the end he got a fair usage warning and then they cancelled it and he didn't have to pay the fee for leaving the contract. if that's any use to anyone. but if you do, do that it may affect your chances of getting another broadband service possibly.
OP
OP
Well, we have a result.
I received a call today from a "Customer Liason Executive" with instructions directly from the CPW CEO. Basically they are wiping the amount on the previous bill of £60 and also wiping the amount on the current bill of £69.99. That's £129.99 cleared, just like that... Very fair and it's gone a good way to restoring some of my faith in Talk Talk.
Also, and get this, because I sent my email to every email address I could find, it ended up with recruitment as well. They are currently trawling through calls I made to find the person in India that gave me the dodgy advice. This situation was his fault, so he's being sent for "retraining". Hopefully that "retraining" will involve cattle prods.
I have the direct number for the guy that called and if I have any future problems I can call him. Sorted. :slayer: Once we had agreed a satisfactory outcome he did tell me that the email was received in good humour and they had a good laugh at it. Fair enough.
So, the long and short of it is, if you have a problem go straight to the top. It really does work!
I received a call today from a "Customer Liason Executive" with instructions directly from the CPW CEO. Basically they are wiping the amount on the previous bill of £60 and also wiping the amount on the current bill of £69.99. That's £129.99 cleared, just like that... Very fair and it's gone a good way to restoring some of my faith in Talk Talk.
Also, and get this, because I sent my email to every email address I could find, it ended up with recruitment as well. They are currently trawling through calls I made to find the person in India that gave me the dodgy advice.
This situation was his fault, so he's being sent for "retraining". Hopefully that "retraining" will involve cattle prods.I have the direct number for the guy that called and if I have any future problems I can call him. Sorted. :slayer: Once we had agreed a satisfactory outcome he did tell me that the email was received in good humour and they had a good laugh at it. Fair enough.
So, the long and short of it is, if you have a problem go straight to the top. It really does work!
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Nice one Steven Makes you want to stay with them a bit now?
Makes you want to stay with them a bit now?
I just read the whole thing - I couldn't at work yesterday and forgot in the evening - this is still my favourite part though:
OP
OP
Yeah, I'll give them a chance Paul. It may have taken extreme measures, but as long as I get my phone service back and it remains back then I'm happy enough. I was all for leaving them until that phone call today though. I actually been in touch with BT.
That quote above about the £70. Can you imagine what the CEO thought when that landed in his inbox!?
That quote above about the £70. Can you imagine what the CEO thought when that landed in his inbox!?
I hope he read to the end, infact I hope he skipped to the end, read that and it made him read it all. Fact is that he will be a very busy man and will get 100s of emails daily, mostly of rubbish, I know my MD would just delete, as would most of my line managers, hence it's really good that it wasn't ignored in that way. Wonder if he was just bored lol.
OP
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I know what you mean. To say I was surprised when he emailed me back personally would be an understatement. It must have been a slow day, but credit where it's due.
never a slow day with talk talk steve.
The problem with this company is that it is trying to grow too quickly, a lot of people have been leaving due to the immense pressure and the lack of proper training. There are backlogs everywhere, I am on LLU/Broadband for talktalk, although it wasnt my choice to work for them unfortunately.
I know the customer services are poor, but everyone is run ragged due to greedy directors.
The problem with this company is that it is trying to grow too quickly, a lot of people have been leaving due to the immense pressure and the lack of proper training. There are backlogs everywhere, I am on LLU/Broadband for talktalk, although it wasnt my choice to work for them unfortunately.
I know the customer services are poor, but everyone is run ragged due to greedy directors.
OP
OP
I can imagine what it's like Sammi. Unfortunately that is cold comfort for the customers that are being lumbered with **** poor customer service. I do sympathise with the staff though, especially the ones that have to deal with me...
I wouldnt defend the company cos i hate working there, I just know how it is to work there. Example is with the "free" broadband they under estimated how popular this would be, so there was a huuuge backlog, but if someone is offering something for free surely the amount of interest would be insanely high????!!!!
