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Kevin Holland
x x x
Loughton
Essex
xxx xxx
TalkTalk Correspondence Dept.
5 Portal Way
London
W3 6RT
Dear Sirs,
COMPLAINT WHICH NEEDS URGENT ADDRESSING!
TALKTALKS INABILITY TO TAKE AN ORDER AND AT THE SAME TIME AGGRAVATE AN OTHERWISE PLACCID INDIVIDUAL
I recently moved house to the above address. With an eye for a bargain I searched for a provider to provide my landline and broadband connection. Your Talk 2 International Call Plan looked competitive so I placed an order with you. Since then you have done everything humanly possible to dissuade me from using you, yet like the div that I am I am still rather impatiently trying to get the order processed. For the sake of brevity I have simply bullet pointed the problems. Currently this is volume 1 as the issue is still dragging on. I expect to forward volume 2 to you shortly. Oh I must make out this is an open letter to you as a copy has been forwarded to BBC Watchdog, my local press (Epping Guardian) , the national press (Daily Mail) and for my ease posted on many internet forums too many to mention but heres one as an example:
01/11/07 Placed order for Talk 2 International. Given an order number: [xxxx]. I was told it would be installed within 21 days, in the mean time a welcome pack would be sent out and also a modem. I was told progress could be checked online.
07/11/07 Checked online and it said there was a problem with the order. I called the number given and spoke with Maria Glory (0870 444 1820 opt2). She couldnt work out the problem as my number did not appear to register. She explained I would have to cancel and reorder. I said this was not acceptable as it would delay the delivery date. She said would call back and never did.
12/11/07 Exasperated I called up again and had to explain everything again as Talktalk obviously dont utilise computers (or the systems have been designed by a retard) as the staff are unable to see records from previous calls. Spoke with a man who took said the only way forward was to take the details again. Utterly reluctanctly I placed an order again. 2nd order number [xxxx].
20/11/07 Again I chased order spending many memorable hours listening to that **** song on the phone. The person who answered my call had as much resolve to sort out my problems as a flannel could not find the order. He tried to investigate and gave up. The man said there was a go live date of the 26th and to wait until then. Even if the modem hadn't arrived. I could then chase the modem and claim for reimbursement.
21/11/07 Received welcome pack through the post for the 2nd order. Customer/Account number [xxxx]. Imagine my delight when I realised the berk who took the second order got my phone number for the broadband landline wrong!
Yet again I had to call talktalk to try to resolve this utter farce. The bloke said I would need to cancel both orders and start over. I said I was not happy to do that he then tried to pass me to someone to help. I got transferred and then spent another 10 mins of my rapidly diminishing life explaining the situation which I had already just explained to the previous person...and then they cut me off!! So I called again they told me to speak to someone else in customer services as. They then cut me off. Now I really appreciate anyone bothered to read this far through the letter so just imagaine how BLOODY MAD THAT MADE AN ALREADY IRRATE CUSTOMER!!! I was bloody fuming!!!! I then dialled customer services again. Things now looked like they were turning for the better as I spoke with Zia Manan (0870 444 1820 ext 2713461) who recognised the problem. She was the first helpful person I managed to speak to since I started calling Talktalk 21 days ago. She stated the original problem on the 1st order was it had not been 'loaded'. Said she could change the number and resolve the problem. She wasn't sure if this would affect the activation date.
She promised to call me back on my mobile tomorrow after 11.
22/11/07 Zia called back shortly after 11 to say she would call back in the afternoon with an update. She didn't. Called Zias number ended up going through to south africa. The lady could not put me through to Zia as she did not recognise the extension number, instead she took my details (yet another 10mins of explaining) and said it was going to be sent to escalations team to handle. I put the phone down and dialled again because I had no confidence this would resolve the issue. I got through to bloke on opt 1 said I need to dial option 2 to get to Zia. So I dialled opt 2 which gave me loads more options. Eventually got through to someone who would send Zia a message as he couldnt dial the extension number. Zia called me back and explained there were things being investigated and she would get her team to call me back tomorrow as she was out of the office.
23/11/07 Nobody returned my calls.
24/11/07 Still no calls.
25/11/07 Yet still no calls.
26/11/07 Still waiting.
27/11/07 I am utterly ****** off.
28/11/07 I give in an eventually spend more valuable minutes of my life trying to give bloody talktalk my custom. I ring talktalk get through to a guy who has powers of supernatural ability because he is actually able to contact Zia on the number I have been given unlike the other apathetic phone operators. He explains he passed a message to Zia and she would call me back in two minutes. Spent 50mins waiting by my phone and dialled talktalk again.
Updates to follow ...
x x x
Loughton
Essex
xxx xxx
TalkTalk Correspondence Dept.
5 Portal Way
London
W3 6RT
Dear Sirs,
COMPLAINT WHICH NEEDS URGENT ADDRESSING!
TALKTALKS INABILITY TO TAKE AN ORDER AND AT THE SAME TIME AGGRAVATE AN OTHERWISE PLACCID INDIVIDUAL
I recently moved house to the above address. With an eye for a bargain I searched for a provider to provide my landline and broadband connection. Your Talk 2 International Call Plan looked competitive so I placed an order with you. Since then you have done everything humanly possible to dissuade me from using you, yet like the div that I am I am still rather impatiently trying to get the order processed. For the sake of brevity I have simply bullet pointed the problems. Currently this is volume 1 as the issue is still dragging on. I expect to forward volume 2 to you shortly. Oh I must make out this is an open letter to you as a copy has been forwarded to BBC Watchdog, my local press (Epping Guardian) , the national press (Daily Mail) and for my ease posted on many internet forums too many to mention but heres one as an example:
01/11/07 Placed order for Talk 2 International. Given an order number: [xxxx]. I was told it would be installed within 21 days, in the mean time a welcome pack would be sent out and also a modem. I was told progress could be checked online.
07/11/07 Checked online and it said there was a problem with the order. I called the number given and spoke with Maria Glory (0870 444 1820 opt2). She couldnt work out the problem as my number did not appear to register. She explained I would have to cancel and reorder. I said this was not acceptable as it would delay the delivery date. She said would call back and never did.
12/11/07 Exasperated I called up again and had to explain everything again as Talktalk obviously dont utilise computers (or the systems have been designed by a retard) as the staff are unable to see records from previous calls. Spoke with a man who took said the only way forward was to take the details again. Utterly reluctanctly I placed an order again. 2nd order number [xxxx].
20/11/07 Again I chased order spending many memorable hours listening to that **** song on the phone. The person who answered my call had as much resolve to sort out my problems as a flannel could not find the order. He tried to investigate and gave up. The man said there was a go live date of the 26th and to wait until then. Even if the modem hadn't arrived. I could then chase the modem and claim for reimbursement.
21/11/07 Received welcome pack through the post for the 2nd order. Customer/Account number [xxxx]. Imagine my delight when I realised the berk who took the second order got my phone number for the broadband landline wrong!
Yet again I had to call talktalk to try to resolve this utter farce. The bloke said I would need to cancel both orders and start over. I said I was not happy to do that he then tried to pass me to someone to help. I got transferred and then spent another 10 mins of my rapidly diminishing life explaining the situation which I had already just explained to the previous person...and then they cut me off!! So I called again they told me to speak to someone else in customer services as. They then cut me off. Now I really appreciate anyone bothered to read this far through the letter so just imagaine how BLOODY MAD THAT MADE AN ALREADY IRRATE CUSTOMER!!! I was bloody fuming!!!! I then dialled customer services again. Things now looked like they were turning for the better as I spoke with Zia Manan (0870 444 1820 ext 2713461) who recognised the problem. She was the first helpful person I managed to speak to since I started calling Talktalk 21 days ago. She stated the original problem on the 1st order was it had not been 'loaded'. Said she could change the number and resolve the problem. She wasn't sure if this would affect the activation date.
She promised to call me back on my mobile tomorrow after 11.
22/11/07 Zia called back shortly after 11 to say she would call back in the afternoon with an update. She didn't. Called Zias number ended up going through to south africa. The lady could not put me through to Zia as she did not recognise the extension number, instead she took my details (yet another 10mins of explaining) and said it was going to be sent to escalations team to handle. I put the phone down and dialled again because I had no confidence this would resolve the issue. I got through to bloke on opt 1 said I need to dial option 2 to get to Zia. So I dialled opt 2 which gave me loads more options. Eventually got through to someone who would send Zia a message as he couldnt dial the extension number. Zia called me back and explained there were things being investigated and she would get her team to call me back tomorrow as she was out of the office.
23/11/07 Nobody returned my calls.
24/11/07 Still no calls.
25/11/07 Yet still no calls.
26/11/07 Still waiting.
27/11/07 I am utterly ****** off.
28/11/07 I give in an eventually spend more valuable minutes of my life trying to give bloody talktalk my custom. I ring talktalk get through to a guy who has powers of supernatural ability because he is actually able to contact Zia on the number I have been given unlike the other apathetic phone operators. He explains he passed a message to Zia and she would call me back in two minutes. Spent 50mins waiting by my phone and dialled talktalk again.
Updates to follow ...
