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Primus - Beyond a joke!
littlesheepy
Posts: 570 Forumite
Hoping for a bit of useful advice as if i 'manage' to speak to Primus once more, I think i'll be that angry i won't be able to form sentences.
I signed up to Primus Broadband Saver 10GB Special - £5.49 (Free P&P, £25 activation fee) on 31st July.
Started off fine, setup ok, £2 odd bill for the 1st month as a part month, then the next bill came in at £12.24.
Rang them to find out what was going on and to see if it was because we'd gone over the usage.
Was told we hadn't gone over the usage, although they aren't able to tell you what you've used but confirmed we'd been but on the wrong package and the money would be refunded.
Rang to check a couple of days later to confirm package had been changed, refund had been issued and whether refund would be onto broadband account or back into the bank. They couldn't confirm whether it would be account or bank account refund but it had been requested, told would get a call back. Nothing.
Cue beginning of last week, no internet. Rang again, 25 mins hold, woman who very obviously was doing more than one thing at once and kept forgetting what she'd asked me and what she was talking to me about, another 10 minutes hold, more 'faffing' and low and behold it's 8pm, we close, i can't do anything more to help, technical team will call tomorrow. Nothing come 7.30pm following evening and no call i ring back again.
Kind chap went through same process and decided it was the router as the 'white ones are faulty and have been catching fire and melting. We don't issue those anymore. I'll send a new one' (had router for 6 weeks!) fair enough, Friday evening, will arrive Tuesday. Also confirms account credited.
Wednesday, change to new router, not working. Another phone call. Really sorry it's been going on for a while and a promise of a call back from the tech team within 30 mins before they close. Nothing.
Angry phone call this evening to find out what the hell is going on.
told several contradicting things - tech teams contact you within 24 hours, then within a few days, can't promise a time or day...
I can give you my personal email address to get back in touch. How?
Asked to speak to a supervisor several times - apparently nobody available.
No tech guys available. Can't say when they'll be back in touch.
Asked to speak to somebody to cancel my contract - nobody available and there's a termination fee if i do.
And to top it off, just had a new email through to say this month, charged £12.24 AGAIN instead of £5.49 despite it having been rectified and NO INTERNET! I've never felt so stuck with a company.
What can i do?!?!?!
Sorry for the ramble but everything else i've tried is like banging my head against a brick wall.
I signed up to Primus Broadband Saver 10GB Special - £5.49 (Free P&P, £25 activation fee) on 31st July.
Started off fine, setup ok, £2 odd bill for the 1st month as a part month, then the next bill came in at £12.24.
Rang them to find out what was going on and to see if it was because we'd gone over the usage.
Was told we hadn't gone over the usage, although they aren't able to tell you what you've used but confirmed we'd been but on the wrong package and the money would be refunded.
Rang to check a couple of days later to confirm package had been changed, refund had been issued and whether refund would be onto broadband account or back into the bank. They couldn't confirm whether it would be account or bank account refund but it had been requested, told would get a call back. Nothing.
Cue beginning of last week, no internet. Rang again, 25 mins hold, woman who very obviously was doing more than one thing at once and kept forgetting what she'd asked me and what she was talking to me about, another 10 minutes hold, more 'faffing' and low and behold it's 8pm, we close, i can't do anything more to help, technical team will call tomorrow. Nothing come 7.30pm following evening and no call i ring back again.
Kind chap went through same process and decided it was the router as the 'white ones are faulty and have been catching fire and melting. We don't issue those anymore. I'll send a new one' (had router for 6 weeks!) fair enough, Friday evening, will arrive Tuesday. Also confirms account credited.
Wednesday, change to new router, not working. Another phone call. Really sorry it's been going on for a while and a promise of a call back from the tech team within 30 mins before they close. Nothing.
Angry phone call this evening to find out what the hell is going on.
told several contradicting things - tech teams contact you within 24 hours, then within a few days, can't promise a time or day...
I can give you my personal email address to get back in touch. How?
Asked to speak to a supervisor several times - apparently nobody available.
No tech guys available. Can't say when they'll be back in touch.
Asked to speak to somebody to cancel my contract - nobody available and there's a termination fee if i do.
And to top it off, just had a new email through to say this month, charged £12.24 AGAIN instead of £5.49 despite it having been rectified and NO INTERNET! I've never felt so stuck with a company.
What can i do?!?!?!
Sorry for the ramble but everything else i've tried is like banging my head against a brick wall.
0
Comments
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"I can give you my personal email address to get back in touch. How?"
How were you able to post here?
Do Primus have a forum that their staff support? This is often the quickest way to get a proper resolution. (Certainly is - it seems - with TT).
What about a Primus Twitter or Facebook account? Posting a complaint on a company's social media account often results in swift help.0 -
Sounds like business as usual at Primus..that's why they are so cheap.No free lunch, and no free laptop0
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I was wondering about this company. The prices seemed too good to be true :huh:
This tale is horrible reminiscent of my experiences with Tiscali (when it was still a UK brand in it's own right).0 -
this is what gets me, this site shouts about its price but never says about the customer serviceDon't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0
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"I can give you my personal email address to get back in touch. How?"
How were you able to post here?
Do Primus have a forum that their staff support? This is often the quickest way to get a proper resolution. (Certainly is - it seems - with TT).
What about a Primus Twitter or Facebook account? Posting a complaint on a company's social media account often results in swift help.
I have Internet access in another household. Not much use giving an email to try and resolve a problem when you can't access it where the problem is!
They don't appear to have a forum, facebook or twitter account as far as i can see.
Still waiting for any kind of response or fix from their 'faults' team 5 days on, despite ringing 3 days in a row.0 -
Have you read the rules regarding procedures on complaints? Might be a good idea if you were to start here paras 9 - 10 and write a stiff (but non-threatening) letter to New Call outlning your issue clearly, insead of running around in ever decreasing circles. Give them 7 working days to respond.littlesheepy wrote: »I have Internet access in another household. Not much use giving an email to try and resolve a problem when you can't access it where the problem is!
They don't appear to have a forum, facebook or twitter account as far as i can see.
Still waiting for any kind of response or fix from their 'faults' team 5 days on, despite ringing 3 days in a row.
I'm sure you'll get your refund...eventually.0 -
Have you read the rules regarding procedures on complaints? Might be a good idea if you were to start here paras 9 - 10 and write a stiff (but non-threatening) letter to New Call outlning your issue clearly, insead of running around in ever decreasing circles. Give them 7 working days to respond.
I'm sure you'll get your refund...eventually.
Excellent, thank you. Will give that a go
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But don't hold your breath!
Been waiting several months now for a refund on an overcharge AFTER I closed my account.
They promisde a call back but don't actually do so.
As has been said so many times on this forum DON'T TOUCH PRIMUS/NEW CALL WITH A BARGE POLE. Unbeleivably appalling customer service right down to the contact number printed on their correspondance is NUMBER UNOBTAINABLE!!! :eek:
Proceed at your own risk!
0 -
flossy_splodge wrote: »But don't hold your breath!
Been waiting several months now for a refund on an overcharge AFTER I closed my account.
They promisde a call back but don't actually do so.
As has been said so many times on this forum DON'T TOUCH PRIMUS/NEW CALL WITH A BARGE POLE. Unbeleivably appalling customer service right down to the contact number printed on their correspondance is NUMBER UNOBTAINABLE!!! :eek:
Proceed at your own risk!
Hmm, not holding much hope i have to say.0
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