TALK-TALK Problems

lucid-tentacles

I recently had a problem with internet access and TV access. They were unable to come around to my home to fix the problem for nearly 3 weeks having at first tried to fix the problem over the phone. When they did eventually come the fault was found to be a faulty router a few days later they had to return to fix the TV due to a faulty set top box. When i got my telephone bill i found that i had run up charges amounting to app £31. When i wrote to them claiming a refund for these charges. They credited me with 1months service charge but refused to reimburse me with the call charges because "as per our terms and conditions we do not refund customers for charges incurred while contacting our call centres".
What should i do ?why do i have to pay for their faults?
robert

jammin_2

Because you accepted the terms and conditions which read as you have stated.

honestjim_2

Hi
I unfortunately work for talk talk and I understand your problem here.....
I work for one of the outsourcing centres (One of Many) that Talk Talk use and can totally understand why your bill was that high.
Most of the time if you call up you will be routed to a call centre in either India or south africa of which you cant understand a single word of what they are saying so you are basicly hitting a brick wall.
Or if you are very lucky you might get through to one of their other outsourcing centres in either Hartlepool or Preston which are basicly modern day sweat shops where people who really dont know alot are paid to tell you that your broadband is going to be 3 weeks or even worse , we screwed it up and you are never going to get it at all.

My advice is to find another provider for your phone and broadband, believe me there are better companies than this on the market today that can offer a far better service that Talk Talk. I do congratulate you though that you managed to get 1 months line rental back but I have worked for Talk Talk for quite some time now and the things I have seen going on in some of their outsourcing centres you wouldn't want to ever be a talk talk customer, and you are totally right, you shouldn't have to pay for their faults.....

Outsourcing....... its cheap and means you don't give a toss about your customers Talk Talk

mrtom21

lucid-tentacles wrote: »

I recently had a problem with internet access and TV access. They were unable to come around to my home to fix the problem for nearly 3 weeks having at first tried to fix the problem over the phone. When they did eventually come the fault was found to be a faulty router a few days later they had to return to fix the TV due to a faulty set top box. When i got my telephone bill i found that i had run up charges amounting to app £31. When i wrote to them claiming a refund for these charges. They credited me with 1months service charge but refused to reimburse me with the call charges because "as per our terms and conditions we do not refund customers for charges incurred while contacting our call centres".
What should i do ?why do i have to pay for their faults?
robert

If a technical line to a company costs you money per minute... There is no way to get that reimbursed. Otherwise everyone with faults could pay the fee then request it back it wouldn't make any sense. You should have asked upon setup or checked the charges to call the company. There are a lot of companies out there that will offer free technical support for their services and it tends to be better technical support.