Reply to: Worst customer service..

[SameOldStory]

NTL - called me a liar for complaining that it had taken me over 30 minutes to get my call answered, "The current waiting time is under 15 minutes so the call duration shown on your phone must be wrong". Then failed to change my contact address for 9 months (one email per month, one written letter every other month).

MBNA - first problem, I get a call to say that someone tried to get through phone security without all the answers and their accent sounded foreign, was it me? No. So they put a security password on the account. About a month later, I check my online account and there are 4 transactions I don't recognise. Checking details, my address has been changed. I ring to find out what is happening and the girl gets me through to my account details without the password - exactly the same as they'd let a fraudster through. After sorting this out with security and getting items refunded, they claim to have removed my address details so the normal staff can' ask those questions and have to check the password. Next time I call (as they've only refunded 3 of the items), I'm asked for my address. I tell the girl that my address details aren't on the system and so how can she check them, shouldn't she be asking for a password, so she asks for the password (not just letters x and y but the whole password) then admits she doesn't have anyway of checking it.
I no longer use any MBNA credit cards.

[expat]

Barclays

Heh heh. I've had the question from them, "name a street near to your house". Named one that's a block and a half away. "No, that's not it, name another one". ended up naming half-a-dozen before they finally deigned to agree that this was a street near to me.

That's even better than mine.

Because of that I closed my accounts as quickly as I could. They called me and asked me if I'd like to tell them why. Missed a chance, I'm afraid: I just told them that the time for that had passed (and they had failed it).

Mind you that's not as bad as Bouygues Telecom in France: when I cancelled my mobile phone contract with them, they sent me a letter expressing their disappointment, and asking me to call them to discuss it - on a premium rate number!

[Torran]

Heh heh. I've had the question from them, "name a street near to your house". Named one that's a block and a half away. "No, that's not it, name another one". ended up naming half-a-dozen before they finally deigned to agree that this was a street near to me.

thats like the questions they used to ask on Shooting Stars

"Name a dog"

"Dalmation"

"No sorry it was poodle"

Excellent security procedures

[meridian]

Needed to confirm new ID, called support number. They asked for several items of identifying information, including my mobile phone number. Well, I've had 7 numbers since I last identified myself to them (UK; 3 while working in F, NL, CH; 2nd NL number for better tariff, 3rd NL number to get a phone; Lux number for better roaming) and I had had no idea that I'd have to remember which one I gave them.

I explained that and offered a couple. No. I asked if they could tell me which country code it had. No. Tried again. No.

"You have failed the identification process".


Dummies. Their identification process failed to take account of a reasonable customer situation (not knowing which mobile number that they have on file).

Heh heh. I've had the question from them, "name a street near to your house". Named one that's a block and a half away. "No, that's not it, name another one". ended up naming half-a-dozen before they finally deigned to agree that this was a street near to me.

[swamp]

British Gas were threatening to cut off my gas supply which isn't actually connected to anything. I tried calling them but couldn't get through to their customer support. My solution was to switch supplier to another gas company, who will now do the work of contacting British Gas on my behalf

[threaded]

Barclays, yes, agree they are particularly poor from a poor bunch to start with!

[expat]

Barclays

Needed to confirm new ID, called support number. They asked for several items of identifying information, including my mobile phone number. Well, I've had 7 numbers since I last identified myself to them (UK; 3 while working in F, NL, CH; 2nd NL number for better tariff, 3rd NL number to get a phone; Lux number for better roaming) and I had had no idea that I'd have to remember which one I gave them.

I explained that and offered a couple. No. I asked if they could tell me which country code it had. No. Tried again. No.

"You have failed the identification process".


Dummies. Their identification process failed to take account of a reasonable customer situation (not knowing which mobile number that they have on file).

[Clog II The Avenger]

Not so Easy Jet.

I hate using them, most times they cost more than BA or CSA. I needed to get back to London by lunchtime and the only flight that fitted was Easy Jet and so I booked it at Gatwick on they way out to Prague. The BA flight cost me £110 return (Prague London Prague) the Easy Jet one cost me £135 one way. On the way back, 11am at Prague Airport there was no 12:30 flight. The check in staff said there was no fight at that time and “you must have booked it wrongly on the Internet” Oh no I didn’t I booked the 12:30 flight with Easy Jet Gatwick. I had to take the 14:30 flight. At Gatwick I complained to a rather frustrated ticketing clerk who phoned head office. The answer came back that they had no slot for a 12:30 flight but they wanted UK passengers to turn up just in case Easy Jet managed to get approval for that flight. If I booked it in Prague, I would have been given the later (correct) time. Easy Jet selling tickets for non existent flights.

[etherit]

Dell win again, 45 minutes on hold trying to report a DOA then another 20 mins to get an analyst to talk me through what I'd already done - and the icing on the cake - my client had just bought £5million worth of workstations and the GOLD support package!

[wendigo100]

Dell. Atrocious, including 1 hour waiting on hold only to be told that they do not provide customer service on Saturday.

They need a stabbing for that.

I used to get several calls that would cut off when I answered. I found out it was Dell, using one of those multi-call systems, trying to sell me extended warranty.

[wendigo100]

BT internet (now BT Yahoo). Especially when they introduce faults, such as now, where all my mail is suddenly being marked as spam. I don't need the hassle and waste of time.

Trying to explain via email to some Indian that no, I have not suddenly set up filters on every person who sends me mail, is like pulling teeth. This same thing has happened before, which took these w4nnkers weeks to sort out.

And on another occasion, their system suddenly started passing all spam through. The thick feckers kept insisting that I had turned off my Spamguard, which I hadn't. After several weeks I ended up having to write to the BT chairman to get a result.

They also owe me £200 of wrongly-billed call charges from a few years ago, but I gave up on that.

BT support is feckin, feckin, feckin useless, but I'm still glad I'm not with NTL.

[Fungus]

Dell. Atrocious, including 1 hour waiting on hold only to be told that they do not provide customer service on Saturday.

[mcquiggd]

I just dread calling a company such as a bank etc... and hearing that little 'click' after 10 minutes that means you are now being routed to the 'spillover' help desk in india. 15 more minutes, and then you get a somewhat agressive person insisting they need your 128-bit customer number - thats on the fourth page of the bill they sent out 6 months ago - before they can do anything, and having to spell out each letter / number 20 times.

Then being told the computer is down / the department I need to talk to (that was not listed on the automated options) closed 2 minutes ago, and I should call back for more fun and games tomorrow, thank you nicely.

[DaveB]

NTL without a doubt.

Moved out of a flat 3 years ago to an area they didnt serve. Cancelled the contract as per T&C's. I'm still getting threatening letters from them and collection agencies about the supposed outstanding amount on the 12 month contract.

[Clog II The Avenger]

I found the worst customer services

Wurst customer services