Talk Talk - A Result At Last!!!

Foxy1075

For those of you who can remember I sent an e-mail to Charles Dunstone 10 days ago that was as follows:

Please note this is the Second e-mail I have sent you without reply. A log of these e-mails is being kept in the event of me taking this matter further with the National Press and BBC Television:

Hello Mr Dunstone,

My name is Christopher Fox. I am currently a Talk 3 Landline Subscriber.

I had reason to contact TalkTalk today because my current broadband contract with Wanadoo is due to expire at the end of this month. My intention was to find out a little bit more about the TalkTalk broadband package, with a view to possibly signing up.

I initially rang Customer Services and spoke to an account manager, explaining that I had done a little prior research, from which I had discovered that my area wasn't covered by the free broadband service, but that broadband was available to me for £10 per month if I signed up to the Talk 3 package for £8.99 per month.

I queried the fact that surely I could just add broadband onto my existing Talk 3 package for which I pay £7.99 per month, and not be subject to an 18 month contract, as free broadband was not available to me. The person I initially spoke to said that they weren't sure and that they would transfer me through to Sales and Registrations.

I was transferred through to Sales and Registrations. I believe I spoke to someone called John, in one of your Northern Call centres, John was very unhelpful from the start of the call and gave me the impression that he even disbelieved that I was on a £7.99 package to start with.

John regularly disappeared from the conversation to speak to someone else, and left me on hold whilst doing so, towards the end of the call I got the impression that John wasn't the most knowledgeable of call centre staff so I asked to be transferred through to his manager or supervisor, John then proceeded to the end the call with the words..."You are causing so much !!!!, you're making a !!!! of yourself" and then promptly hung the receiver up on me.

Recently I watched a report on the BBC about the farcical way in which you were treating customers that were trying to sign upto the "Free Broadband for Life" offer, and although I felt sorry for the people featured, I felt that their experience was isolated, and not the norm as my experience of TalkTalk although not perfect, had up until today been fairly good.

However this individual has as far as I'm concerned only confirmed to me that in trying to plug the gaps caused by this ill thought out and planned promotion you have only succeeded in employing Neanderthals that would be better off in the dole queue.

I understand and whole heartedly believe in the importance of good customer service, and your company falls well short of the mark in employing individuals like this man.

Unless this matter is resolved in my favour, without leaving a very sour taste in my mouth then I intend to report it to the relevant authorities that govern you, and I will send a copy of this e-mail to the BBC who at the end of the show in question were asking for follow up feedback.

I'm sure they will appreciate mine, as it will make compelling viewing to the general public.

Yours faithfully,


Mr. Christopher Fox

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I nver did hear back from Mr Dunstone, but after about ten calls, and lots of broken promises of calls back I eventually got through to someone in the high level complaints department who finally treated my complaint seriously.

The following is an e-mail I received from them this morning:

Hello Mr Fox

just to confirm the following credits have been raised to your account
£32
£50
£50

this totals £132 and leaves your account in credit by £139.37 which as agreed will stay on your account to take care of your next few bills.

many thanks

??????????????
Customer Options Advisor
EXT ??????????


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Please feel free to visit our website: http:// https://www.carphonewarehouse.com or http://www.phonehouse.com

The Carphone Warehouse Group Plc (Registered in England No. 3253714) 1 Portal Way, London W3 6RS.

_________________________________________________________________

This just goes to prove that if you stick to your guns and carry on hounding these companies you will get a result that makes you happy. Good luck all you moneysavers!

P.S. Do yourselves a favour and keep a log of every call you make so that if you're ever asked for dates, times and names you can give all the detail you can to help your case.

Foxy.

Foxy1075

Thanks for the feedback. It's been deleted.

crossleydd42

There is evidence that they are finally getting their act together. It's been an expensive lesson for them and not made shareholders pleased. Dunstone is somewaht tarnished after this unhappy debacle.