From: dub kult
Message:
this is an email a collegue of mine has sent to onetel. it rates high in
the gaffaw factor.
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Hello OneTel,
I have a modem, which arrived in the post yesterday after chasing
customer services for a week and eventually cancelling my subscription
and re-applying again, just so that I could deal with sales, who
responded more efficiently. I found their level of service very
satisfactory indeed; it started well, by answering my call, which
despite several chances, customer services had not managed (even when I
gave them a very sporting ONE AND A QUARTER hour chance while I remained
on hold).
Now I have installed the modem on my win 2000 pc but I cannot connect to
the internet. There is no external network connection showing on my
task bar or in my network connections. I can see how for many this
might be a problem for many, but I am a IS professional specialising in
web based technology, and maybe rather arrogantly thought I could set it
up without any instructions. Thankfully my arrogance was excused. As it
turned out you very kindly spared me any embarassment by not in fact
including any instructions at all. Can anyone help me here?.... Of
course. Despite the fact that I have no web connection, I can always
ring technical support by the medium of the telephonic communication
device.
So, when I realise that my life is inexcusably free of frustrations and
that I really should be racking up something like £23.99 worth of
strife, i decide to call BroadBand technical support, repeatedly. Now, I
have been held for nearly 2 hours in total on 5 separate occasions
today. When I do get through to someone it is always narrowband support
and they prompt me to dial the number I have JUST RUNG to get broadband.
Not content with being as tormented as a blind mouse in a wok, i think
to myself 'surely I have better things to do', like repeatedly slamming
my old chap in a filing cabinet, or experimenting with a combination of
raw nerve endings and belt sanders. This is utterly infuriating
unfortunately, but I am a trooper. A soldior. I pick myself up, dust
myself down and feel proud that so far I have not even raised my voice,
even when I was speaking to just a recorded message and, trust me, I did
talk to her.
So back to the website. It has no support information on how to connect
the BB modem, indeed when you go to 'questions' and choose the category
'broadband' it just repeats the request you to choose a category.
http://www.onetel.co.uk/questions/index.php?cat=12
Even more enfuriating...is this deliberate i ask? No, it can't be
deliberate, can it? That just would not make any business sense at all.
In fact may be the reason why BB tech support is so busy is because
they don't have any web based support at all for BB. But they know this
don't they? Then it struck me. They probably don't! I know, I will
go out of my way to write them a long email to help them out...
But no! I have been an idiot....according to the site there is a
special number for those connecting to the internet for the 1st time...
One.Connect (to connect to the internet for the first time) 0845 8188181
So I ring it... Now, I am not even angry or supprised about the outcome
of this. I am of course told that I have rung the Narrowband support
number again. So I checked my details and the website again just to
make sure I have been hounding the right company, and it turns out that,
yes, it is OneTel that claims to have a Broadband service, and I am
aparantly paying them for it, so.
Anyway, this is a last ditch attemt to get some kind of support, and to
bring to your attention a rather large and yawning gap in your service,
which starts just after you take the customers credit card details and
seems evident right up to roughly when hell freezes over.
I have tried to convey my considerable frustration and dissappointment
in the most positive, affable, and humerous way, as I am not a grouch.
And I really would like broadband in my home, and I am sure I am only
one small finger snap away from having it, with your help. Your only
failing (as a company, not you, whoever is reading this) has been that
your support/customer services have fallen in to the old trap of 'being shit'.
Thanks in advance,
