Primus Saver Disaster

Waste_not...

Just thought I'd mention the awful service my mother has received when trying to set up broadband and phone with primus saver. She was quoted 3 weeks to connect, but the day came and went and no engineer turned up. She phoned (20 mins on hold) and was told that they had cancelled it because she had not confirmed the date.We checked the emails we had received from them and the only one we had received said "phone if this date is not suitable" and the header said "DO NOT REPLY".
No one from the company had contacted her to check or tell her that it was cancelled. They had, however, managed to set up the direct debit and also their e-billing arrangement.
I phoned Primus (55 mins on hold) and was told they had rearranged the date for 2 weeks in the future, so I asked to cancel. They said my mother had to cancel via email (bear in mind she has no phone or internet at all). We sent an email every day (via my pc)for the next 4 days requesting to cancel and we received not one response from the company, however they did keep sending information on when her new service would be activated.
I have just phoned again (25mins on hold) and someone has finally said they will put in a cancel request.
Needless to say my mother, who is 80 and just been through a stressful house move, has been in pieces. The inability of Primus to be able to deliver basic customer communications makes you wonder about their ability to deliver anything at all! As a customer, being unable to contact anybody from Primus leaves you feeling completely and utterly impotent.
I'm aware the customer service number is free (hurrah!) for landlines, but from my mothers mobile this cost her 15p per min.
Oh, and the Primus email address on the website to cancel her e-billing account was incorrect. The company can't even get their own details correct!
Martin, please stop bigging up this company. How can they possibly get a good customer service rating?

Ypaymore

One of the many horror stories about them see: https://forums.moneysavingexpert.com/discussion/3371404 for more.

Waste_not...

How come Martin still features this company's products after all the grief that people have suffered?
I appreciate that this site is fundamentally about saving money, but the ability of a company to actually deliver on its promises is just as important. To be honest, it's made me more wary of some of the other deals featured on the website.
Perhaps it would be useful if we were able to review/comment on products and deals that Martin features?
I know we can in this forum, but I'm thinking of something in the actual articles, even just a chance to vote of for and against?

kwikbreaks

Most of the cheap internet and phone deals are cheap for a reason - poor customer service. It's largely still a BT monopoly who charge all the various providers pretty much the same rates so the only way one can be cheaper than another is by reducing support costs (or in the case of broadband reducing capacity too which leads to slower delivered download speeds).

If you go for cheap you take a risk. Sometimes it pays off and sometimes it doesn't. Mind you going for expensive offers no guarantees either usually.