Getting Compensation from Tiscalli

Yan

For the benefit of all I will quickly sum up how I managed to get blood out of a stone last night.

Simplified solution
1. Take note of when this outage was and ring much later just before you go to bed.
2. Call the Indian tech support and scare them into putting a note on your account, just ask to talk to their manager and scare them with questions their computer wont answer and talk about compensation a lot (compensation is something they cant give and gives them a chance to put you through to someone else).
3. get put through to account and billing and make sure you get reimbursed for the time on the call as well as the time disrupted, make a point about the actual value of the time disconnected being difference to what your inconvenience is worth and sound important such as you've had a hard time from your important client because you couldn't make an internet conference.

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What happened on the day?
As my internet was down all evening (when I need it) I decided to give Tiscalli a call.

Unfortunately I couldn’t find any normal geographical numbers so I had to use their 0870. I was on hold for 30minutes before reaching their Indian technical support team who really didn’t help except I asked to speak to their manager in the hope of getting more information but she wouldn't and to protect herself put a note on my account saying that I need compensation.

I was then on hold for another 20minutes to speak to Accounts and Billing for compensation. Thankfully a nice Scottish guy picked up the phone and speedily gave me a £5 credit on my account for being on the phone at 10p a minute for so long. This covered the cost of the call but not my time or the disconnectivity. He told me to ring back when the connectivity has been restored for compensation for the time disconnected.

Later on when connectivity was back I called accounts and billing again, this time no time on hold as everyone has gone to bed. I quickly spoke to a nice Scottish lady and asked for compensation for the time disconnected. She queried the £5 already compensated and I explained that was for being on the phone for 50minutes. The lady worked out I should be compensated 32p for being disconnected so I explained how I missed an important conference call with America and had to dial in instead (how embarrassing if it were true.) I refused the 32p and said that I pay for a service not wasted time and she offered me another £5.

The end of the day I probably wasted a lot of time for not much but this can be simplified I think.

Simplified solution again as what I did wasn’t necessarily the best
1. Take note of when this outage was and ring much later just before you go to bed.
2. Call the Indian tech support and scare them into putting a note on your account, just ask to talk to their manager and scare them with questions their computer wont answer and talk about compensation a lot (compensation is something they cant give and gives them a chance to put you through to someone else).
3. get put through to account and billing and make sure you get reimbursed for the time on the call as well as the time disrupted, make a point about the actual value of the time disconnected being difference to what your inconvenience is worth and sound important such as you've had a hard time from your important client because you couldn't make an internet conference.

Hope this helps :P

clairet707

youll be lucky to get anything, Ive recently put in a complaint and was asking for call charges and broadband charges etc totalling £98 and they have offered £40 for half of the call charges - completely useless

kkpolobear

your lucky i didn't get anything from them

Yan

Managed this again, They had some more downtime so I rang, asked for compensation, said that 30p doesnt really cut it and they took another £5 off of my bill. Will be paid by them next month.

I would recommend everyone does this after any downtime, just ring accoutns and billing.

Inactive

Come back and tell us when you actually get the refund.;)