I really do get exasperated when big brands deliver staggeringly bad levels of service.
I’ll let my letter of complaint tell the tale.
I am so very, very angry with you right now.
I am cooling down and regaining some form of composure, so I’m pretty confident this message will not be filled with the vitriol you deserve.
At the very beginning of last month I created an account with TalkTalk to be provided with a phone and broadband package.
I was first told there were delays in providing the service even though I had a connected phone line with BT.
I was then told I would have the service by the 29th June.
On the 30th June, when my service expired with BT, I called TalkTalk and you were no closer to having the service connected. I had not received the modem as promised and I was without telephone or internet connection altogether.
Having heard all the horror stories about TalkTalk between placing the order and discovering you hadn’t upheld your promises at the first hurdle, I cancelled the account.
I was then promised a refund of £114 – the year’s line rental I had paid up front. I was assured I would receive this within 7 working days.
I think you can guess where this is going.
Today I called up your ‘customer service’ team and after the usual faff, learned there had been an error in processing the refund.
I learned the initial refund attempt involved an incorrect amount.
WORSE STILL, had I not called up no effort would have been made to reissue the refund!
I asked to make a complaint and was asked to send a letter in to your company. As you can imagine having already incurred costs both financial and of time because of your gross incompetence, I wasn’t joyous with the idea and thus we find ourselves using electronic message.
Ironically, you don’t have a section in the corresponding area of your website for making complaints. I can only assume other customers have worn it out.
You do, however, have No Value. Take a look to the right.
I’m delighted to finally admit that I’m a journalist and quite the noise in social media circles. I know you have @TalkTalkCare on Twitter (it’s a way of monitoring customer issues so you can handle them quickly; I’m not so sure you’ve got to grips with the idea, yet, but you might do before more people like me make the effort to discourage others to get involved with your company).
I can’t wait to alert people to my experiences and persuade dozens if not more to choose alternative providers of their media needs.
As you can tell, I’m still simmering. It wasn’t you who wrote You Do Something To Me, was it?
Have a lovely day.
Please do offload your tales of abysmal customer service in the comments below. Together we can laugh about it.