Just curious why I have never had a customer service issue

realaledrinker

I first got access to the internet in 1996 with Demon Internet. Goodness it was slow when looking back with 2016 vision, but I never had cause to contact them with any issues - the line hardly ever dropped ( pre broadband) and the rate was OK.

A couple of years ago my exchange got fibre and I moved to Zen as Demon couldn't offer that service. Again, superb customer service ( in my terminology, line never drops, always getting around the advertised speed, never need to ring CS).

Yes, I'm paying premium for this but internet access is the one money saving topic where I'm not swayed by price but by top notch reliability.

Is it just me??

forgotmyname

I was with various ISP's in 1996, i went with AOL who everyone laughed at but it was reliable if you avoided the newest software.
I then got AOL for free and they provided BB when it became available. I had 1 day of downtime in all those years.

Then CPW took over and it all went downhill. Line kept dropping and they said my line has a max of less than 0.5mb, i said if you check now its currently on just under 4mb and has been for 6 years.

Excuses were numerous so i left for O2. they were fine but i left when Sky took over.

Now with Plusnet and expected delays and issues but the engineer arrived the day/time they said they would and it was all done on time.

[Deleted User]

I think some people have less patience than others and sometimes make a crisis out of a drama.

Anthorn

The big problem in customer service is where on aspect of multiple services is lacking in some respect so the customer expects everything to be lacking until they know different. Look for example at my switch to Talk Talk from BT phone, BT fibre broadband and Three mobile. According to Talk Talk the mobile SIM is despatched by first class post within 24 hours of ordering. No. After a week I'm still waiting for it and I wonder whether it has actually been sent and I haven't received it. That also gets me thinking about the other services and whether my phone and broadband will be connected on time and whether the router will be delivered on time. So you see how it snowballs. Right now, "I knew I shoulda gone to Vodaphone."

So companies should start as they mean to go on and make the first experience of a new customer efficient. Then if the company messes up in the future that customer might just forgive them.

wongataa

realaledrinker wrote: »

I first got access to the internet in 1996 with Demon Internet. Goodness it was slow when looking back with 2016 vision, but I never had cause to contact them with any issues - the line hardly ever dropped ( pre broadband) and the rate was OK.

A couple of years ago my exchange got fibre and I moved to Zen as Demon couldn't offer that service. Again, superb customer service ( in my terminology, line never drops, always getting around the advertised speed, never need to ring CS).

Yes, I'm paying premium for this but internet access is the one money saving topic where I'm not swayed by price but by top notch reliability.

Is it just me??

Not everyone has problems and people without problems are less likely to post on the internet about their lack of issues. People only tend to post to try and resolve issues.

I have never has any issues with phone lines/broadband as well.

JJ_Egan

Zen has always had a high reputation .But where once upon a time very expensive .
Many of today's users demand the internet as a basic of life but want it as cheap as possible .
ISP basic costs remain the same cut prices = cut CS costs .

System

I've been with Zen for 9 years.

Had 2 problems in that time and both times CS were excellent. What I like is the fact that Zen CS are actually technically minded and not call centre staff following scripts - they think for themselves.