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Talk Talk customer retention tactics

Options
They claim to be the darling of fixed line telecoms. Hmm ...
After more than 6 calls to their customer service and telephone tech support they were unable to resolve an account billing issue I raised. On every occasion it has taken 15-20 mins holding before being connected to an advisor.

Bad enough, but then I chose to cancel my service and revert to BT for calls.
The 'customer options' advisor repeatedly attempted to convince me to remain with them. When I politely refused she became very verbally aggressive and shouted down the phone 'they (BT) will charge you loads more money than us'.
I reminded her of the fact that my fixed line tel. calls bills are very low because I am rarely at home to use the phone - the low bills being something she had just highlighted as a reason to remain - and therefore her comment was irrelevant.

It is without doubt the worst example of offensive telecoms related customer treatment I have ever experienced.

I've also noticed that over the past 2/3 months their is a recorded announcement when you ring their customer services line advising that they are currently experiecning problems with their internet service which may affect broadband access, requesting you call back in 4 hours.
Whether or not there has been an issue for the last 2/3 months is one point - I suspect not, but hey, lets fob off every broadband customer that calls anyway.

The fact is they havn't bothered to remove the announcement if its no longer applicable is symptomatic of the shambolic manner in which they deal with anything other than a sales enquiry.

It is very easy to assume an apparent monopoly supplier is the worst in all cases.
I've learned that this is not necessarily true in all cases.

I wouldn't trust Talk Talk to provide me a broadband service either.

Comments

  • tehone
    tehone Posts: 640 Forumite
    Part of the Furniture 500 Posts Name Dropper
    I have to agree TalkTalk are almost the worst phone supplier I've ever used (I used to have Ionica, and to be fair there were excellent - apart from the bit where they went spectacularly bust!)
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