How Eclipse treats its customers...

[byeeclipse]

A story how how Eclipse treats its customers...

Eclipse suddenly disconnected my ADSL on Monday morning around 10am. After rebooting and checking my systems, I concluded Eclipse had a technical problem. So, I called them.

Eclipse argued many things, thowing me dubious reasons to hide the fact they do not control anything and are totally in the dark regarding their billing:
- Eclipse claimed the monthly payment was rejected by my bank. I called my bank, which looked at their logs and saw no payment request from Eclipse since June 7th. They advised me it could be Eclipse's "merchant bank" who had a technical error and could not process Eclipse's request on my debit card.
- Eclipse claimed they had both sent me a letter and an email to warn me they were not able to collect their £17.99 more than 1 week ago. I received neither one.
- Eclipse then argued my card had expired. It's true it expires in August. But this is 14th of July. I checked with Eclipse's customer service whether we were still in July or not. They were not amused. Me neither!
- Eclipse of course claimed there was not enough money on my account. I checked my statements, and asked my bank for the minimum amount around the alleged collection attempt. At no time I had less than £1000 on my account. I asked Eclipse's customer service rep if that was enough to pay £17.99, in case my maths was wrong...

These are the main arguments I received from Eclipse's various customer reps over the course of 2 days. None of them holds. But they still feel it was normal to disconnect me!?

One rep also admitted they do not check anything because "looking at customers [ciscumstances] takes too much time"! Love ya Eclipse... NOT!

I wasted at least 1 hour over the phone at my charge for a fault I am not responsible for.
I also got frustrated with their "dont know, cant do" attitude.
I was also forced to go to a local Internet cafe when I needed to access the Internet and my emails.
So in term of time wasted and cost, I was really not happy!

Everytime I was promised my connection would be back up, it wasn't. I called them everytime it was due, and everytime I received another excuse to justify another delay... They are quick and capable when they need to pull the plug, but correct their mistakes rapidly, they can't.

In the end I asked them for compensation. Well.... Should I be surprised here?... Even if they admit they should not have disconnected me, I will get nothing in compensation. Nothing at all. Zilch. Not even a little something to demonstrate they really are sorry!

I have requested they close my account, seeing how much they care about their customers. Guess what? I have to pay £5 pounds as a cancellation fee, even though I have been with them for more than 4 years on the same contract... I was tempted to argue but I didn't argue (too much). Seeing such crooks and liars, I wanted just 1 thing: to get out!

For 4 years I stayed with them by habit, even though I noticed their broadband service gradually getting slower all the time. I am disgusted by how they treated me. Imagine how they treat customers locked into a 12-month contract!!

Seeing how they treat their customers, I have just one advice to you:

LEAVE ECLIPSE !
DO NOT JOIN ECLIPSE !
AVOID ECLIPSE AT ALL COST !

PS: Eclipse is just one of Kingston Communications' brand names. So be wary of any company or branded service controlled by Kingston (www.kcom.com).