Sunday, 23 November 2008

Another satisfied customer?

Email problems persist at Gombeen Manor, and the search for a new internet service provider other than Perlico continues. But who?
A call of enquiry to Magnet proved unfruitful, as a respresentative promised that a sales person would "call back in the afternoon". They didn't. Not very promising, if even the sales people can't be arsed to phone you back... what chance if you've got a problem?

Then, going through the options, I considered NTL - for a millisecond - until I remembered the interminable waits whenever there's a problem with the Sky box (Gombeen Man being an avid fan of "foreign games"). Then I recalled the following letter from another dissatisfied customer, featured in an email that was doing the rounds some time ago. I've shamelessly lifted it and pasted it below, for your enjoyment...

Dear Cretins,
I have been an NTL customer since 9th July 2001, when I signed up for your 3-in-one deal for cable TV, cable modem, and telephone.During this three month period I have encountered inadequacy of service which I had not previously considered possible, as well as ignorance and stupidity of monolithic proportions.

Please allow me to provide specific details, so that you can either pursue your professional prerogative, and seek to rectify these difficulties - or more likely (I suspect) so that you can have some entertaining reading material as you while away the working day smoking B&H and drinking vendor-coffee on the bog in your office.

My initial installation was cancelled without warning or notice, resulting in my spending an entire Saturday sitting on my fat arse waiting for your technician to arrive. When he did not arrive at all, I spent a further 57 minutes listening to your infuriating hold music, and the even more annoying Scottish robot woman telling me to look at your helpful alleviated the boredom to some small degree by playing with my testicles for a few minutes - an activity at which you are no doubt both familiar and highly adept.

The rescheduled installation then took place some two weeks later, although the technician did forget to bring a number of vital tools - such as a drill-bit, and his cerebrum.Two weeks later, my cable modem had still not arrived.

After several further telephone calls (actually 15 telephone calls over 4 weeks) my modem arrived ... a total of six weeks after I had requested it, and begun to pay for it.I estimate that the downtime of your internet servers is roughly 35%...these are usually the hours between about 6pm and midnight, Monday to Friday, and most of the useful periods over the weekend.I am still waiting for my telephone connection.

I have made 9 telephone calls on my mobile to your no-help line this week, and have been unhelpfully transferred to a variety of disinterested individuals, who are it seems also highly skilled bollock jugglers.

I have been informed that a telephone line is available (and someone will call me back), that no telephone line is available (and someone will call me back), that I will be transferred to someone who knows whether or not a telephone line is available (and then been cut off), that I will be transferred to someone who knows whether or not a telephone line is available (and then been redirected to an answer machine informing me that your office is closed), that I will be transferred to someone who knows whether or not a telephone line is available (and then been redirected to the irritating Scottish robot woman.... and several other variations on this theme.

Doubtless you are no longer reading this letter, as you have at least a thousand other dissatisfied customers to ignore, and also another one of those crucially important testicle-moments to attend to. Frankly I don't care, it's far more satisfying as a customer to voice my frustrations in print than to shout them at your unending hold music.Forgive me, therefore, if I continue.

I thought BT were shit, that they had attained the holy piss-pot of god-awful customer relations, that no-one, anywhere, ever, could be more disinterested, less helpful or more obstructive to delivering service to their customers. That's why I chose NTL, and because, well, there isn't anyone else is there?How surprised I therefore was, when I discovered to my considerable dissatisfaction and disappointment what a useless shower of bastards you truly are.

You are sputum-filled pieces of distended rectum - incompetents of the highest order. British Telecom - wankers though they are - shine like brilliant beacons of success, in the filthy pus-filled mire of your seemingly limitless inadequacy. Suffice to say that I have now given up on my futile and foolhardy quest to receive any kind of service from you. I suggest that you do likewise, and cease any potential future attempts to extort payment from me for the services which you have so pointedly and catastrophically failed to deliver - any such activity will be greeted initially with hilarity and disbelief - although these feelings will quickly be replaced by derision, and even perhaps a small measure of bemused rage.

I enclose two small deposits, selected with great care from my cat's litter tray, as an expression of my utter and complete contempt for both you, and your pointless company. I sincerely hope that they have not become dessicated during transit - they were satisfyingly moist at the time of posting, and I would feel considerable disappointment if you did not experience both their rich aroma and delicate texture.Consider them the very embodiment of my feelings towards NTL, and its worthless employees.
Have a nice day - may it be the last in your miserable short life, you irritatingly incompetent and infuriatingly unhelpful bunch of twats.

Yours psychotically, xxxxxxx

Let's just say I'm still undecided, apart from knowing who definitely NOT to go with. Any advice will be gratefully received...

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Lew said...

I know I don't live over there now, and I know what you mean aboyt NTL, they were compplete toss@rs here until they got taken over.

Have you considered UPC? They seem to have won the award listed below. and several people have said good things about them

"Chorus and NTL joined together to form one company, UPC. They won best ISP at the Digital Media awards 2008. They have a range of home bundles including phone, TV and broadband. They currently have 3 different broadband packages."

Ella said...

LOL here and no not at your predicament as I too have the same problem, but the humerous take you opted for. That's just one of the many drawbacks about living in Ireland, there really is very little competition.

The Gombeen Man said...

I'll check that out, Lew. Thanks.

That's another problem, Ella. And any "competition" there is, is a bit too cosy!

Das.Ding said...

I'm an NTL customer for a couple of years now.

There service was rubbish, if you really want to call it that. Technical problem? Call between 9 and 5 and somebody will call you back within 48 hours. Or did i say hours, i meant DAYS. Literally, thats there response time. And IF somebody called back... well i don't wanna go there, ok?

However, since they've been merged/taken over it has changed.
The problems have minimized (i had 1 major outtage, they fixed in 2 hours, one speed issue, which i caused myself and some intermittent connection problems due to some severe rainfall, they had 2 vans in the area about 45 minutes after my call).

Speed is good, now even without traffic limit. Nobody complained that i'm using VPN to work from home from time to time...

I didn't think that i would say this about 12 months ago, where i was desperately trying to get a better provider, but here i am telling you.

NTL _is_ an option nowadays.

The Gombeen Man said...

Thanks for that, DD. Good to have feedback from an existing customer.