I have a new router. Well it is new to me anyway. It’s a reconditioned / end of stock SpeedTouch 510v6 from DslDepot. I’m well pleased with it as my near 7 year old AR601 would only sync at 7000 max. This little beauty syncs each and everytime at 8128.
Which brings me to…..
I migrated my connection on the 12th June just gone. I moved to ADSL24 who I cannot praise highly enough. I used to be with a company that bought my old employer, then bought mailbox, then acquired someone else, repeat and rinse.
The company in question? 186K. A company that has no idea of customer support whatsoever. Long queues on the phone, a ticket system that just gets ignored at best and a very strange person who admins the forums and bans people who complain too loudly or to often. Add to this mix a none existent accounts department that has a penchant for over charging and you’re left with one rubbish ISP. I still have 2 tickets open that have gone unanswered by 186k for several weeks. Do a Google for 186K and try and find someone that has a good word to say about them.
The 2 tickets that I’ve raised at my new supplier were actioned after 3 mins and 7 mins. No comparison is there? As I said earlier, 186K are rubbish.
This is the post that more or less sums the situation up.
Clive.
The point is that you have customers who have raised tickets and nothing has happened. The customers have than escalated their issues to here and? Nothing happens, hence the angst. Personally speaking. This has been an issue for me since 186K acquired Elite/Freedomnames/IPS back in February 2005. That is over 2 years of suffering a poorly run ticket system. I think I’m qualified to complain don’t you? The problem seems to get amplified with each and every new company acquisition.
As of this very minute. The last action by any employee from 186K in the “Technical Escalations” area on a customer raised issue was on Friday the 4th May. It is now the 29th. Hardly a customer confidence building exercise is it?
The lack of response via the ticket system requires urgent investigation and , if it was down to me, a rocket putting up the backside of whoever is responsible for the running of it. A rocket at the very least.
Just pause and think for one minute and ask yourself this question. If the ticket system worked would there be a need for this forum?
Also. It’s all well and good you coming on here and apologising for being busy, had a hard day, had a bad hair day, time of the month Wink or whatever, but that is hardly of the customers concern now is it? All the customer is interested in is their respective problems and what is being done to resolve them. They are not the slightest bit interested in your problems and neither do they care. [Welcome to the world of Customer Relations.]
Do 186K actually employ a Customer Services manager? It might be a good idea to throw them to the wolves on here for a rude awakening. Actually if there is such a person why is he/she not sorting all the CS issues out? Why is the ADSL Manager apparently doing it?
To put it in plain and simple English. Someone needs to get a grip here and it needs to be someone who has a bloody clue!
Regards.
AK.