Customer service: Some questions.

smith · #1 07-17-2007, 06:23 AM

All UK ISPs offers customer services but again it raises many questions that have to be answered.

How many of them really offer 24/7 telephone support? How much time delay is acceptable when you make a call to convey your grievance?

Do the technicians who fix the problems only work on specific days in a week? In that case, what about the rest of the week?

When you are living in a place where you don't get customer support, what alternative services can be available?

hazephase · #2 07-17-2007, 06:32 AM

Most of the customer service is no good and you will not get any ans out of them . I would advice you to do a study on routers and other things so you can do it your self

Hazel · #3 07-17-2007, 06:52 AM

Demon have been great with their phone support. Though I don't believe we've ever called at 3am in the morning :P.

We've never had to wait more than a day for any sort of problem to be fixed, and they have been very helpful.

Smash · #4 08-01-2007, 05:08 PM

Tiscali always send me to India and sometimes I cannot understand them.

As I am paying for the call, because their service is messing up, this is not acceptable.

attagirl · #5 08-02-2007, 08:24 PM

This is not only the case in the UK there are other places with customer service that are just lacking overall. It seems as though they are getting their money and do not care if you get what you paid for.

James · #6 08-18-2007, 08:45 PM

Originally Posted by hazephase

Most of the customer service is no good and you will not get any ans out of them . I would advice you to do a study on routers and other things so you can do it your self

I know it may sound trite but the best service is one that needs little or no phone support beyond set up. That being said Zen has always been good and I have only phoned them on weekends.

hazephase · #7 08-19-2007, 01:49 PM

Do you know how much we are spend on phone calls to get problems that they are the cause of fixed . The amount goes into Billions , we need to get together and start to make them to pay for some of the calls .

JenniP · #8 08-19-2007, 02:55 PM

That will never happen, if operators have to start providing 0800 type numbers their revenue will go down as will profits, then you will notice prices will nudge up or they wont pass on a fall in prices elsewhere.

Most companies make quite a bit of money from their 0845 or even 0870 numbers, although the ones with 09xx numbers are making obsene amounts of cash, they wont want to give that up in a hurry.

Jen

James · #9 08-19-2007, 10:17 PM

Originally Posted by JenniP

That will never happen, if operators have to start providing 0800 type numbers their revenue will go down as will profits, then you will notice prices will nudge up or they wont pass on a fall in prices elsewhere.

Most companies make quite a bit of money from their 0845 or even 0870 numbers, although the ones with 09xx numbers are making obsene amounts of cash, they wont want to give that up in a hurry.

Jen

Perhaps if as part of the product comparisons we had a category like "estimated cost of support calls per year". As long as the method of working it out was consistent, it should shame some of the more obvious bandits.

JenniP · #10 08-20-2007, 12:28 AM

Personally I'm all for charging those who want to call a support line a fortune, it subsidsies my Broadband bill. I've never needed to call a Broadband support line, but frequently have to listen to those who give support as I used to sit near the call center in the company I work at that deals with ADSL support and most of the queries are brain dead, and a large number of them have nothing to do with the actual broadband service.

Once its up and running and I admit some may need handholding to do that you should never need to call a support desk again unless you fiddle.

Jen