Oh my, where to start. I have never written a customer complaint rant before and the service is so poor I felt compelled to do it, I have never experienced anything like it.
In this day and age I cannot believe a company of this size and stature can operate such a mickey-mouse service and get away with it. As a marketing manager myself, I would be horrified if my staff behaved like this, this company is sick internally and in-need of some drastic action.
We were initially home-choice customers so we became Tiscali by default rather than choice. A month ago our broadband suddenly stopped along with TV too. We called them and spent our first 1 and a half on the phone waiting for them. We were met by a grumpy teenager (or so it seemed) who was insanely reluctant to help us, I am always polite with these people because I find things get done better. This strategy didn’t work, he seemed to find it irritating that I was being polite and was very confrontational. After more than an hour on a phone, its not much fun to be treated like this. He explained our account was non-existent, it has been canceled. Great, ok, you gonna help us? Nope, you'll need to speak to sales he said and then transferred us. Then sales to tech support, to TV to order help, being fobbed off by every department. Eventually we were told that it was because we were being migrated to Tiscali although no one could work out why our account got deleted. We were then told 5 working days and email would be sent to confirm.
No email arrived, three days later I thought I’d call to follow up, 3 hours later on speaker phone will I watched the telly and non of that initial phone call had been actioned, and there was no record of it. GREAT! This time we were told there was a fault on our BT line because BT had made a mistake connecting us and this would delay things for another 5 working days, but we'd get a call in 48 hours.
No call, we called them, 2 hours this time, and low and behold sent around every department, no one could confirm what was going on. This happened loads of times, after 22 days of no service, no answers, being fobbed off we decided to move.
The funny thing is we gave them a chance to redeem themselves by emailing their complaints department to say we'd been on the phone to them for nearly 10 hours and they emailed us back two days later with the customer service number and operating hours. Yeah, the fricking number we'd been calling for 10 hours, that was the last straw. Their customer service system is fundamentally flawed, each department is separate and so they all deal with the problem by pushing you to the next deparment, so you basically go in a circle. .
What is worse is when I did a quick google I found reams and reams of other people who had been given the same line about BT, they had contacted BT who informed them their line was fine. This is why they were fobbing us off, because there is obviously some serious problem, rather than admitting this and offering us some sort of explaination and apology for the interruption of service they just have an official policy to lie to their customers.
We have just signed up to 02 (who were amazing in comparison) and they also confirmed the line was fine. The other people had also had long waits and similar terrible stroppy service. Its maddening to be lied to and have no service for 21 days and worse still they don't take responsibility.
I would score them with minus stars if it was possible.
In comparison I just called 02, the guy was warm, up-beat, friendly and incredibly helpful. They’re offering a 50 days money back guarantee and it was all so easy and efficient. I have read some reviews on here which are all shining. This is how business should be run, and I am so glad to be rid of Tiscali. I am only annoyed we’ve been without internet for nearly a month.
Whatever you do, avoid Tiscali. |
