Telenet: You don’t seem to want my money…
Written on December 9th 2008, filed under Usability, Life & Work with 0 comments.
I’ve never been a fan of the way Telenet treats its customers and potential customers, but today was the last straw. After spending over one hour on the phone - thankfully spread out across several days - I’m told that: “their computer-system is down right now due to an upgrade and I should call back later”.
Don’t get me started on forcing your customers to waste an hour on the phone doing nothing. You’re a telecommunications company for Pete’s sake! Set up a system that calls me back when you’re ready to take my call.
Why do you hide that contact us form on your site? It’s nearly impossible to find ways to contact you directly on your website, it’s what I wanted to do after I couldn’t find anything on your site except marketing mumbo jumbo.
I might as well not have taken the time to discover that hidden form since it’s been 24 hours now and except that automated “Thanks for e-mailing us” message I haven’t heared from you at all. I can understand why, I only wanted to buy another service. Upselling’s a bitch…
I’m estimating that 99.9% of the general population knows it’s a bad idea to upgrade a support-system while said system should be functioning to help customers. Congratulations on hiring people that think out of the box and allow such an upgrade during operating hours.
I appreciate the fact that you made a joke when I called your technical support a few weeks back (maybe that’s why it’s a paid number). I did find it hilarious that your computer told me to check your support-site when I already selected the connection issues menu.
I’m sure all of these issues would disappear once the telecommunications industry in Belgium gets some real competition. The two current providers obviously take their positions for granted.
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