E7even - service. (merged threads)

Antagony

fagun wrote:

I just spoke to Ofcom. The guy on the phone said that:
- they know there are problems and are trying to resolve the situation but E7even is not responding to them (including the MD).

WOW! If they're not even responding to Ofcom what chance do plebs like us stand?

lympus48

Quote:
Originally Posted by fagun
I just spoke to Ofcom. The guy on the phone said that:
- they know there are problems and are trying to resolve the situation but E7even is not responding to them (including the MD).

This is diferent to Tuesday AM when the lady there was far more defensive about what action OFCOM had taken.

Thanks to those contacting OFCOM - I have night after night of no service

sasparillo

There is now a free unofficial E7even customers' discussion group at

http://groups.yahoo.com/group/E7evenusers/

Subscribe: E7evenusers-subscribe@yahoogroups.com
Post message: E7evenusers@yahoogroups.com

Please pass this message on to other boards and anywhere else you encounter E7even users who are dissatisfied with the service.

This group of course would still encourage people to post about their experience with E7even on public boards, report to Ofcom and consumerdirect/Trading Standards if they want to, as well as taking part in the discussion group.

http://www.consumerdirect.gov.uk/contact_us.shtml

http://www.tradingstandards.gov.uk/Kent/

Contact details in small print at bottom of Kent Trading Standards Page

http://www.ofcom.org.uk/complain/

bubbles2007

Call their local trading standards... they will put you through to Consumer Direct. Tell them your complaint. They are very happy to take it and though it is up to the enforcement officers, they will *definitely* pass on your complaint to the local TS. if they receive loads, who knows what we could achieve...

Kent County Council
Consumer Advice
PO Box 71
Ashford
Kent
TN24 8WB

t: 01622 221012
f: 01622 221013
e: trading.standards@kent.gov.uk
w: http://www.tradingstandards.gov.uk/kent/

savvy

MickKnipfler wrote:

I did it before....

LOL and due to lack of either of us getting any interest............fancy a day out in Kent with me???

Jo4

Jo4 wrote:

I got a response from e7even regarding the charge they made to my card, can you believe it? I wonder are they going to start responding to emails again, perhaps I am dreaming? Here is what they said

"Dear Mrs XXXX,

We would like to apologise for the incorrect debit that was recently
acquired from your card. We have already refunded this and are now
investigating what went wrong to ensure that it does not happen again.

Kind Regards,

E7even Customer Services"

SURPRISE! SURPRISE! The credit is not showing on my card but I will let yous know when it does, that's if yous want me to of course!

They refunded my card on the 24th but it is only showing today. :j

djohn2002uk

Here is part of a reply to a question in this months Computer Shopper.
Oftel has had so many complaints about this matter that it has posted a web page about the E7even problems at https://www.ofcom.org.uk/complain/internet/e7even Oftel suggests that if you have followed E7even's complaints process without success, or if your dispute with E7even has been going on for more than 12 weeks, you should contact the Office of the Telecommunications Ombudsman (OTELO) at https://www.otelo.org.uk

sasparillo

Glad to know that someone has had the unauthorized credit card payment refunded, as the same thing has happened to me and am waiting for an answer from E7even. My main concern is of course getting a full refund so that I can go elsewhere but also getting the MAC code, so I can move promptly to another provider and, now my connection has been up and running since Wednesday evening, to move smoothly to another provider without being left without a broadband connection for any space of time.

Please do join the Yahoogroups! discussion group, so we can gather things together in one place, although hopefully E7even will act correctly offering full refunds without penalties to those who want to leave it as well as their MAC code without any further prompting (ever the optimist! :rolleyes: ).





http://groups.yahoo.com/group/E7evenusers/

Subscribe: E7evenusers-subscribe@yahoogroups.com
Post message: E7evenusers@yahoogroups.com

Please pass this message on to other boards and anywhere else you encounter E7even users who are dissatisfied with the service.

This group of course would still encourage people to post about their experience with E7even on public boards, report to Ofcom and consumerdirect/Trading Standards if they want to, as well as taking part in the discussion group.

sasparillo

Previously one was able to make a complaint direct to the Trading Standards Office in the area where the business premises of the company concerned was situated.

However the government has now set up an 0845 call centre, consumerdirect. All complaints have to be registered first with consumer direct. Then you can contact the local Trading Standards office (in this case, the Kent Trading Standards Office) - tell them you have already registered with consumer direct and ask to speak with a senior trading standards officer. They have already received complaints about E7even and are aware of the situation.

Consumer Direct seem keener to mention OFCOM, the industry self-regulator, rather than guiding people to talk to the local trading standards office. By all means, register also with OFCOM but if the local trading standards office get enough complaints, it will be forced to act.

First contact Consumerdirect.gov.uk

t 08454 04 05 06
w http://www.consumerdirect.gov.uk/complaints.shtml

Once you have registered with consumerdirect, which is part of the Department of Trade and Industry, you can contact the Kent Trading Standards Office. Tell them you have registered with consumerdirect.

Kent Trading Standards
t: 01622 221012
f: 01622 221013
e: trading.standards@kent.gov.uk
w: http://www.tradingstandards.gov.uk/kent/



There is now a free unofficial E7even customers' discussion group at

http://groups.yahoo.com/group/E7evenusers/

Subscribe: E7evenusers-subscribe@yahoogroups.com
Post message: E7evenusers@yahoogroups.com

Antagony

Well… miracle of miracles: I sent them 50 faxes yesterday (on 0871 9895548*) and today I’ve had an email response! The subject line contains the to & from fax numbers so it’s definitely faxing that’s got them going (I have 3 email support tickets that are over a week old and I’ve left messages on the support line from Monday onwards). Whether sending 50, as opposed to 1, was more effective I guess I’ll never know; although I did send them a single one the day before yesterday, warning them that I would be sending multiple copies if I didn’t get a reply… and that one, obviously, didn’t get a reply.


*this is a BT fixed price line set at 10p/minute; each fax was delivered (via MSFaxWizard from MSWord) in just under 50 seconds. So I reckon that it cost me about £5 – considering that unanswered support calls have probably cost me about £30, I reckon that sending 50 faxes for a fiver and getting a next day response was well worth it. Besides, I’ll be pushing them hard for some compensation just as soon as they’ve sorted out my problems.