I Don't Wanna Talk to Talk Talk

Paul_Varjak

I just called Talk Talk to check I will not receive any marketing calls. The lady was so polite, responsive and helpful that I asked what country she was based in. She replied by telling me The Philippines!

I knew I was right in getting engaged to a Filipina!!!

TalkTalk

Hi Paul,

Firstly TalkTalk is a residential service therefore the use of TalkTalk for business or work purposes is prohibited, this is confirmed in point 1.1 of your terms and conditions.

In respect to the location of our sites we do not have a site based in the Philippines so the advice in this respect is incorrect.
In terms of marketing if any customers would like to request a marketing opt out this can be done via the TalkTalk Members Forum. The process takes upto 28 days to complete.

Please note that TPS will not prevent marketing calls from any company you already have an agreement with, this includes companies you have agreed to marketing contact from. As such in these cases removal from marketing needs to be requested individually.

Regards

M:)

deanos

TalkTalk_Company_Representative wrote: »

In terms of marketing if any customers would like to request a marketing opt out this can be done via the TalkTalk Members Forum. The process takes upto 28 days to complete.

I asked in May to be took off your lists and im still getting calls, looking at your forum seems im not the only one who is having this problem !

So how can we stop the calls if you cant seem to do it ?

Paul_Varjak

TalkTalk_Company_Representative wrote: »

Hi Paul,

Firstly TalkTalk is a residential service therefore the use of TalkTalk for business or work purposes is prohibited, this is confirmed in point 1.1 of your terms and conditions.

I have verified with TOM (ID:4383) and JAMIE (4363) on your Talk Talk sales line (0800 049 1374) that a Talk Talk residential service can be used for business purposes. And that is how the sales department marketed the residential service when it was sold to me. I have taken the opportunity of recording the phone calls with TOM and JAMIE, in the event of any dispute. Both TOM & Jamie gave me their full permission to post their Christian names and IDs on this forum. I have also called Customer Services (on 150) which was answered in South Africa; the lady confirmed that a residential line can be used for business purposes.

EDIT: I have made a further recorded call to the Talk Talk sales line today (14/08/2010) and spoke with Sophie and her supervisor (Gareth), both in Cheltenham. Both have allowed me to use their Christian names on this forum (I do have their full names on record) and they tell me that have a business statement they read to customers wanting to use their residential phone lines for business. That business statement says that that a Talk Talk residential line used for business must be placed in the person's name and not the business name and that the business fault service is not available. Given that Sophie & Gareth only sell residential packages but are given such a script to read, it is clear that a Talk Talk residential phone line can be used for business! In total I have spoken to six Talk Talk represntatives (2 in South Africa and 4 in the UK) and all have said I can use my Talk Talk residential line for business. YOU are the only person say that I cannot!

TalkTalk_Company_Representative wrote: »

In respect to the location of our sites we do not have a site based in the Philippines so the advice in this respect is incorrect.

I would have thought that a Talk Talk representative that I called (on 150 from my Talk Talk line) and who asked me the security question on my account must be from Talk Talk and I assume she must know what city and country she is in. Anyway, just to make doubly sure, I called Talk Talk again on 150 and GADIJAH (in India) confirmed there is a Customer Services Call Centre in Manilla and that because it was down at that moment, there were being inundated with calls in India.

TalkTalk_Company_Representative wrote: »

In terms of marketing if any customers would like to request a marketing opt out this can be done via the TalkTalk Members Forum. The process takes upto 28 days to complete.

I have been asking Talk Talk ever since I joined (more like 28 months ago) not to make marketing calls. I have told people who called me that I do not want the calls and I have called 150 myself, telling them I do not want the calls. I made a request on the Talk Talk forum last week but, to date, no Talk Talk customer representative has responded. You may check this on the Talk Talk forum if you wish:(http://www.talktalkmembers.com/forums/showthread.php?t=47632

TalkTalk_Company_Representative wrote: »

Please note that TPS will not prevent marketing calls from any company you already have an agreement with, this includes companies you have agreed to marketing contact from. As such in these cases removal from marketing needs to be requested individually.

I am well aware that my TPS registration will not stop marketing calls from Talk Talk and at no point did I ever claim that it would! However, a request by me to Talk Talk not to make marketing calls must be adhered to, otherwise I am within my rights to report the matter to the Information Commissioners Office.

preable

I hate talktalk i also have them blocked

TalkTalk

Hi Paul,

In respect to the agents you have sought advice from on this matter I cannot tell you who you choose to believe, I can only advise you what I can verify is valid and accurate, prividing evidence to support my advice.

As I am the only agent you have spoken to who's remuneration package does not include any aspect of commission/tragets in regards to obtaining a sales you will appreciate I have nothing personally to gain from misleading you., quite the opposite as if I advise you incorrectly this will result in repeated contact and further complaint when it subsequently comes to light the advise is incorrect. Also all my activity is conducted in the public domain my interactions are avialable for all to see, therefore inaccurate advice has nothing but a detrimental effect on both the Online Community Team and our customers. As such I have no desire, intention or benefit from misleading you.

TalkTalk Terms and Conditions can be found here

http://media.talktalk.co.uk/sites/TalkTalk/Global/PDF/Complete.pdf

May i drawn your attention to this term

"1. General Provisions Relating to the Services
Eligibility
1.1 The Services are for home use only and not for business."

This is included as the first point in the Terms and Conditions as this constitutes a fundamental part of the agreement you have made. As such Business Use of TalkTalk Residential services is prohibited.

You can choose to ignore the Terms and Conditions in favour of the incorrect advice you have received via sales however it is worth noting the legal agreement you have made is based on the Terms and Conditions of the service as supplied on the link above, not on the incorrect advice of sales agents.

In respect to the script you have been given I will provide feedback in relation to this matter. If you would like to post this onto the Members Forum we can, via private message, obtain details of the specific calls in questions to identify those agents involved to ensure they receive feedback in respect to this incorrect advice.

IN regards to marketing calls the Online Community Team have today been in contact and investigation with the relevant compliance and marketing teams. This is due to the feedback we have received from customers reporting issues with the opt out process identifying an oversight in a portion of the process. This has resulted in only temporary suppression of marketing in some cases which has lead to repeat contact and marketing removal requests.

As the Online Community Team have identified and feedback this issue to the relevant department necessary actions have been taken to resolve this issue and ensure the correct and valid process for marketing removal is re-communicated across the business. The Online Community Team are also cross referencing all former requests we have sent to ensure these have been implemented correctly, in order to be as vigilant in addressing this issue as possible. If you post your marketing opt out request on the Members Forum we will ensure your details are passed via the correct process for you to be removed from all future marketing contact.

Regards

M:)

ALIBOBSY

Just reading this thread because we may be moving phone providers, and I can't believe what the talk talk rep has just said.
He or she has just confirmed on a public forum that talk talks sales reps will LIE to get a sale!!

Obviously a great company NOT.

ali x

trisontana

A couple of weeks ago our town centre was plagued by a whole lot of Talk Talk reps trying to sign up people to their company. This went on for several days. They were worse than "charity muggers". They would not take "no" for an answer, and kept following people down the street. That's what commission-only work does to you.

Paul_Varjak

TalkTalk_Company_Representative wrote: »

Hi Paul,

In respect to the agents you have sought advice from on this matter I cannot tell you who you choose to believe, I can only advise you what I can verify is valid and accurate, prividing evidence to support my advice.

Others are reading to me from a script (provided to them by Talk Talk). That script wholly contradicts term 1.1 that you quote. That term simply does not exist in the T&Cs sent to me when I joined Talk Talk (I still have a copy).

TalkTalk_Company_Representative wrote: »

As I am the only agent you have spoken to who's remuneration package does not include any aspect of commission/tragets in regards to obtaining a sales you will appreciate I have nothing personally to gain from misleading you.,

Are you suggesting that sales staff selling Talk Talk residential lines are engaged in miss-selling in order to boost their commission? BTW two of the staff I spoke to were not even on the sales team!

TalkTalk_Company_Representative wrote: »

TalkTalk Terms and Conditions can be found here

http://media.talktalk.co.uk/sites/TalkTalk/Global/PDF/Complete.pdf

"1. General Provisions Relating to the Services
Eligibility
1.1 The Services are for home use only and not for business."

This is included as the first point in the Terms and Conditions as this constitutes a fundamental part of the agreement you have made. As such Business Use of TalkTalk Residential services is prohibited.

There is no such term in the copy of the Terms & Conditions supplied to me by Talk Talk in the Welcome pack I received!!

TalkTalk_Company_Representative wrote: »

You can choose to ignore the Terms and Conditions in favour of the incorrect advice you have received via sales however it is worth noting the legal agreement you have made is based on the Terms and Conditions of the service as supplied on the link above, not on the incorrect advice of sales agents.

I am not ignoring anything, this is the first time you have included any link to the terms & conditions. They are NOT the T&Cs I agreed to when I signed up and I have not been notified of any change to the T&Cs by anyone from Talk Talk (except you) over the use of residential lines for business.

TalkTalk_Company_Representative wrote: »

In respect to the script you have been given I will provide feedback in relation to this matter. If you would like to post this onto the Members Forum we can, via private message, obtain details of the specific calls in questions to identify those agents involved to ensure they receive feedback in respect to this incorrect advice.

It is not a matter of identifying individual agents, they ALL use the SAME script - a script provided to out-sourced sales companies in the UK, India & South Africa!!! So, if you want to claim there is any miss-selling, you should lay the blame at Talk Talk and NOT outsourced call centre staff!!!

TalkTalk_Company_Representative wrote: »

If you post your marketing opt out request on the Members Forum we will ensure your details are passed via the correct process for you to be removed from all future marketing contact.

You made the same suggestion in an earlier post. I replied saying I had already put a request on the Talk Talk forum some days earlier, adding that no Talk Talk representative had responded. I even provided you with a link to the post I made on the Talk Talk forum! For the sake of clarity here is a link to my earlier post on MSE:

http://forums.moneysavingexpert.com/showpost.html?p=35680833&postcount=15

And here is a link to my post on the Talk Talk forums...

http://www.talktalkmembers.com/forums/showthread.php?t=47632

Paul_Varjak

I have spoken to Fakier (Id:53275). He works in Customer Services in Cape Town. He has allowed me to publish his name and ID on this forum. Fakier does NOT receive sale commission, he works solely in Customer Services.

Fakier confirmed to me that I can use my home line for buisiness. He said that I would not receive the business fault service and would not receive compensation for loss of business in the event of service failure.

In short, Fakier (South Africa, no commission) has told me the same as what sales staff (UK with commission) have told me.