nick grayling wrote:
//
> Spoke to a guy today n what is laughingly called Customer Support.
>
> "Could take 10 days or could be even longer"
> "But I will be billed from my activation date, even though I dont have
> a modem to yse?"
Why didn't you say: "You'd BETTER NOT bill me from my activation date,
considering I will be unable to use your product from that date."
> "Basically yeah".
> "And there's nothing you can do?"
And why not: "I DEMAND you do something about this to my satisfaction or
else..." [Insert your own rights here, preferably from a sound Trading
Standards point of view.]
I totally sympathise, but if you'd been a bit more assertive, you might have
got a better result. And I really don't mean to sound insulting by saying
that. The customer all too often gets a bad deal in the UK, particularly
from cut-price internet retailers as well as service providers.
Unfortunately, the only way to get a result - most of the time - is to take
an authorative role. You shouldn't ask questions which makes it easy for
them to respond in the negative ("but I will be billed from my activation
date?"; "And there's nothing you can do?"). You should tell them exactly
what you expect them to do....demanding to speak to a manager (or somebody
outside New Delhi in Dell's case) if you aren't happy with the solution
offered by the lowest tier of telephone support.
Ring Trading Standards in the morning to find out where you stand. Write
down the direct questions you intend to ask on paper. Then ring Pipex and
play hell if you meet with the same blasé level of incompetence.
FWIW, I've been a Pipex ADSL customer for a couple of years, and I accept
that I might be just lucky having only required telephone support on two or
three occasions, but I've always found them rather professional. Hopefully
you just got the office prat on a bad day.
--
Lee J. Moore
http://cafe-society.com
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