Exetel is Teh Suckful
I'll get off this here soap box, just once I've shared this little exchange of emails between my father and Exetel's 'Customer Service Dept' (PAHHAHAHAA)
From my Dad:
From 'Larry' (teeheehee, why am I thinking Larry the Cucumber??? Vegie Tales!)
Today's lesson is Customer = Pain in the Arse, and therefore is to be ignored as much as is humanly possible.
Now why the hell didn't I think of that??????
From my Dad:
Dear [Faceless Exetel Drone],
A little customer service wouldn't have gone amiss.
When I phoned 9927 1000 yesterday morning the recorded message advised that there was a problem with the service and there that no time could be given for when normal service would be resumed. Later in the morning the message advised that service had been restored.
As we could still not access the internet I called to try and get some assistance. It is of no use whatsoever to ask customers to e-mail for assistance when they cannot access the internet.
We had a technician spend several hours trying to find the fault to no avail. It was only at lunch time when we could find no fault at our end that I was able to use a dial-up connection to contact you. If this hadn't been available we would still be without internet access.
Two questions:
· Why don’t you let customers talk to someone? This whole thing would have been fixed yesterday morning had we spoken to a person
· Why weren’t we advised that our monthly payment didn’t go through? A simple e-mail would have allowed us to remedy the situation immediately.
Unless I get satisfactory answers then we will be forced to look for an ISP with an interest in their customers.
A little customer service wouldn't have gone amiss.
When I phoned 9927 1000 yesterday morning the recorded message advised that there was a problem with the service and there that no time could be given for when normal service would be resumed. Later in the morning the message advised that service had been restored.
As we could still not access the internet I called to try and get some assistance. It is of no use whatsoever to ask customers to e-mail for assistance when they cannot access the internet.
We had a technician spend several hours trying to find the fault to no avail. It was only at lunch time when we could find no fault at our end that I was able to use a dial-up connection to contact you. If this hadn't been available we would still be without internet access.
Two questions:
· Why don’t you let customers talk to someone? This whole thing would have been fixed yesterday morning had we spoken to a person
· Why weren’t we advised that our monthly payment didn’t go through? A simple e-mail would have allowed us to remedy the situation immediately.
Unless I get satisfactory answers then we will be forced to look for an ISP with an interest in their customers.
From 'Larry' (teeheehee, why am I thinking Larry the Cucumber??? Vegie Tales!)
Hello [My Dad],
I refer to your e-mail below.
When payment for a service is dishonoured, the customers service is temporarily suspended. Whenever you try to go to any webpage, you are presented with the Exetel Payment Portal that outlines the situation. This is the notification of the issue at hand.
I refer to your e-mail below.
When payment for a service is dishonoured, the customers service is temporarily suspended. Whenever you try to go to any webpage, you are presented with the Exetel Payment Portal that outlines the situation. This is the notification of the issue at hand.
(Except, um, this didn't happen. And all we got was the 'Page Not Found' message')
Of previous methods we employed by phone calls, and/or e-mails, we were often accused of not making such a call or not sending an e-mail and often were subjected to verbal abuse and e-mail threats to name a few. Not to mention collection of outstanding went on for weeks and sometimes in the next month/months.
Of previous methods we employed by phone calls, and/or e-mails, we were often accused of not making such a call or not sending an e-mail and often were subjected to verbal abuse and e-mail threats to name a few. Not to mention collection of outstanding went on for weeks and sometimes in the next month/months.
(Translation: Customers are rude. We prefer not to talk to them, like evah...)
An so, Exetel Management replaced that very time consuming method with the Payment Portal Notification, which has had a very dramatic effect of substantially less amount of monies outstanding each month. As far as I know, I do not believe this policy with cease now. A lot of ISP's utilise a tempoary suspension of service and service or payment page in these situations as well.
Now, the decision by your financial institution to dishonour payment is the major contributing factor of which as an ISP we can never address or even contact them to seek payment or demand payment, they cite their privacy policies as you would want them to.
An so, Exetel Management replaced that very time consuming method with the Payment Portal Notification, which has had a very dramatic effect of substantially less amount of monies outstanding each month. As far as I know, I do not believe this policy with cease now. A lot of ISP's utilise a tempoary suspension of service and service or payment page in these situations as well.
Now, the decision by your financial institution to dishonour payment is the major contributing factor of which as an ISP we can never address or even contact them to seek payment or demand payment, they cite their privacy policies as you would want them to.
(Er, we didn't ask you to contact our BANK, we asked you to contact US)
For credit card payments, depending on the initial dishonour reason(s), Exetel attempts a second time for payment, and about 30% on average are subsequently honoured, which may have been the case here.
In ending, if this situation has been too inconvenient to you, I do understand if you so choose to transfer your service to another provider. If you do that, I wish you all the very best with them.
For credit card payments, depending on the initial dishonour reason(s), Exetel attempts a second time for payment, and about 30% on average are subsequently honoured, which may have been the case here.
In ending, if this situation has been too inconvenient to you, I do understand if you so choose to transfer your service to another provider. If you do that, I wish you all the very best with them.
(Translation: Bugger off then you whinger, we don't want your sorts around here anyway, what with your irrational insistence on Actual Customer Service)
Regards,
Larry (the cucumber), Account Supervisor
Regards,
Larry (the cucumber), Account Supervisor
*******
Today's lesson is Customer = Pain in the Arse, and therefore is to be ignored as much as is humanly possible.
Now why the hell didn't I think of that??????
Labels: blogging it, Exetel Sucks
posted by actonb at 9:48 am
3 Comments:
Er... is this verbatim?
Are exetel an English-language company?
It is an interesting collections strategy, but an even more interesting use of the word "outstanding" as a noun with no preceding article.
I can think of numerous replies; none however beat the effortless simplicity of choosing another ISP.
Which is precisely what we are doing.
You can almost hear him sighing about these stooopid customers why won't they just leave him alone etc etc.
Apparently customer service is 'time-consuming'... I have since discovered that finding a new ISP was relatively simple!
That is poor poor behaviour. I like iinet cause they give me lots of downloading time. But i hate recommending places because they often disappoint. You could try and demand to speak to the boss and say you are going to leave. They might give you something for free...
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