Customer Service or Customer Torture?
Quote - Ask for help with a problem on my own router, got on the ticket (not-so)merry-go-round
- One week and many tickets later told they couldn't help but would send a router for testing
It's not that we can't help, we needed you to try another router to eliminate the issue as so far I'm aware from speaking with you that you've tried two of the same make and model of router which display the same issue with ARP requests. With that in mind can you confirm you received the router I sent, if you've tried it out and if you saw the same symptoms repeated please? just to clarify that's the issue I've been helping with so far, I apologise for being unable to give you a call yesterday but did try you on Monday. Moving forwards I will try and contact you by phone this afternoon but I'm going to take some time to look at the other issues you've mentioned (the main one being as I see it your problems with trying to connect to broadband).
Quote - 13:45 severals emails saying *I* had deleted my mailboxes, followed by...
- Another email saying "broadband product change now complete", followed by...
- My broadband disconnected
- All afternoon on phone doing, as requested, same test over & over again with same result (<<< definition of INSANITY!!!)
So far I can see that it's obviously the change back to the "Broadband Your Way" account type which has caused the problems with your mailboxes and connectivity, I'll look into this issue too for you as mentioned and will get in touch ASAP.
Quote Around 6:30pm told nothing could be sone until 9am this morning, surprise, surprise!
- Realised late last night I could log in on my mothers account thus proving no router/line problem (but risk running up her usage before she's even use it)
- No updates from PN by 9:30 so I called them again, yet another ticket raised, told Adam Walker would call this morning
- 12:00 still no connection, no call
Apologies again, you really should not have been advised that, up to know I've been dealing with the issue relating to ARP requests, the agent that took your call last night didn't read the ticket properly and seems to have assumed that you need to speak to me about the other issues, that's going to be fed back to their manager.
In summary do let me know what I've asked about the Thomson router I've sent and I'll go away now and look into what's happened and what needs to be done to resolve the problems with your account.
I'm sorry that you've hit these issues within such a short space of time, with that in mind I'll make sure we give you a gesture of good will after the current issues have been resolved.
Thanks for your time on the phone just now. I'm sorry with regards to your call to us last night, as mentioned you should never have been advised that in the first place as the agent that took your call should have dealt with that issue there and then.
As mentioned we're working to fix your account now and restore the mailboxes and messages therein, that should be done this afternoon all being well.
I'll continue to keep you updated.
As mentioned we're working to fix your account now and restore the mailboxes and messages therein, that should be done this afternoon all being well.
I'll continue to keep you updated.