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Thread: Customer Service Experiences....

  1. #1
    Formerly known as Andehh Andeh13's Avatar
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    Customer Service Experiences....

    I have had such a mixed range of customer service experience from various companies over the last year I cant help but name & shame a few!

    The bad:

    Virgin Media
    I find them utterly painful to talk to, departments that just bounce you back & forth, cut you off whilst on hold, and just all round couldn't care less! They are inpatient, quick to snap at you and have no regard for manners or grievances you may have. They make hollow promises, don't follow up with requests and will say or do anything to get you off the phone. Call the wrong department and they will more or less cut you off the minute they realise you have.

    (Ironically enough, the Virgin Gyms are the total opposite...been 5 times and each time have found the staff helpful, polite, friendly and all round willing to drop everything to help you!)

    Santander
    They have some cracking deals atm on their current account but they clearly afford them by hiring retired zoo animals to handle everything. I have called them numerous times & found the ''on hold'' times excessive, the staff unhelpful and more keen on passing you onto someone else then actually trying to sort out your problem. I have had to spend far too long on the phone to them due to cock ups at their end in transferring my accounts, and at times do worry about their ability to look after my money. I am doing the bare minimum to take advantage of their offers and will soon be moving my regular accounts & ''home'' bank to another company as soon as I find one I that isn't staffed by Lego characters & plasticine men. [What's Natwest & their ''helpful banking like''?]

    Citylink
    Don't get me started. Run by illiterate, uneducated, pondlife oiks who have nothing better to do then play with themselves and get arsy when you explain to them that you were in all day, you were sat next to the door and they did not actually make any effort to ring on the doorbell or knock in an audible manner.

    Orange
    Calling their sales team to enquire about moving over to them (I am a heavy mobile user, so I imagine a useful customer to them), I gave up after 30mins on hold and vowed never to ring/try them again. I also base this on the overwhelming feeling on Hexus towards them in general.

    BT:
    Another lot of total numpties who clearly were educated by animals and hired by sea Urchins. Do they get tested on being total wastes of space on a regular basis? Sure as hell feels like it.


    The Good:

    T-Mobile
    They recently moved their main customer service department to Philippines (I think), yet I find them still very helpful & friendly. If they can't help you (yet to experience it with general problems) they do transfer you to a UK call centre who are again helpful enough. As a result of this I am staying with T-mobile, for another 18months, despite them being slightly more expensive then Orange.

    British Gas (!!!!)
    Had to ring them a few times over errors in my bill & updates to my account and I actually found them very helpful. They were polite, apologetic and actually followed through with promises to look into things after I'd finished talking to them.


    and the Excellent:

    Logitech
    My goodness, I have never delt with such helpful, useful and polite people over the phone (they are German). If in doubt they give you the benefit of the doubt, they act quickly and with no hassle at all. I swear by Logitech products & advise everyone to look at them purely down to their customer support. Fantastic.

    O2 Broadband
    Again, they are so helpful, patient and knowledgeable people about computers & the setup. Even obscure problems they looking into it, try everything they can and still come back for more! I only wish I could have continued using them. On top of this they are dirt cheap & have some fantastic speeds on offer!

    I take the customer service of a company very seriously. I am willing to pay more and go further for a company that handles me in an efficient & reasonable manner. I do not jump down their throat, get arsy or be difficult down the phone. I will not raise my voice swear at them or turn pathetic under any circumstances. I talk to them & treat them the way I would want to be treated/talked to if I was in their shoes.

  2. #2
    Senior Trouble Maker muddyfox470's Avatar
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    Re: Customer Service Experiences....

    I agree Logitech have been excellent CS.

    I can't grumble at plus net, so far they have been really good.

    Amazingly Natwest are really good as well, I can speak to real people on the phone quickly, and branch workers (in different branches) recognise me and engage in small talk (obv to make more money from me) but it adds a nice personal touch rather than being forced towards machines (HSBC - awful company)

    EDF - OK CS, and responded well to my emergency call at 3am
    EON - awful e**ts who kept on billing me despite changing supplier, constant calls to question bills (trying to charge me > £200 for a month which I didnt live in the house), finally cleared bills and got confirmation there was nothing left to pay, only to receive another bill of around £20. Finally got a letter in writing to say I owed them NOTHING!

    ebuyer CS has improved greatly of late
    Scan has been OK, some situations for myself and friends it seems to have been a nightmare to rectify and I honestly cannot believe how many problems I have had on items received, and my friends as well (then RMA process isn't so streamlined, leaving me out of pocket and out of item for over a month)

    Bad - Three - nuff said
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    Re: Customer Service Experiences....

    Don't see Scan on here anywhere
    Kalniel: "Nice review Tarinder - would it be possible to get a picture of the case when the components are installed (with the side off obviously)?"
    CAT-THE-FIFTH: "The Antec 300 is a case which has an understated and clean appearance which many people like. Not everyone is into e-peen looking computers which look like a cross between the imagination of a hyperactive 10 year old and a Frog."
    TKPeters: "Off to AVForum better Deal - £20+Vat for Free Shipping @ Scan"
    for all intents it seems to be the same card minus some gays name on it and a shielded cover ? with OEM added to it - GoNz0.

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    Formerly known as Andehh Andeh13's Avatar
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    Re: Customer Service Experiences....

    oooh, good point! Been a long time since I've use them but yes, I don't think I ever had anything but exceptional customer service from them!

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    Re: Customer Service Experiences....

    i agree with what you said about virgin media.. i used to work for them, as of last week im free

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    Re: Customer Service Experiences....

    The best customer service I've had is from my local Papajohns (back when I was still eating pizza that is), from Lee and Carl @ Scan when I was putting my new PC together and from my local milkman when I used to get milk delivered.


    Worst customer service hands down goes to HSBC, even when I had to take them to court regarding a dodgy transaction, they did everything they could to avoid their responsibility, and have now apparently passed my still active account with them to a debt management team despite it being in credit....

    (\___/) (\___/) (\___/) (\___/) (\___/) (\___/) (\___/)
    (='.'=) (='.'=) (='.'=) (='.'=) (='.'=) (='.'=) (='.'=)
    (")_(") (")_(") (")_(") (")_(") (")_(") (")_(") (")_(")


    This is bunny and friends. He is fed up waiting for everyone to help him out, and decided to help himself instead!

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    The Irish Drunk! neonplanet40's Avatar
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    Re: Customer Service Experiences....

    Best for me would have to be Scan who go out of there way to help me when I have any problems.

    Worst Is Vodafone -Utterly useless on all counts! Whether you email them and they copy and paste you an answer without reading your question of calling them on the phone and them being totally unhelpful scripted monkeys.
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    My System=Gigabyte X470 Aorus Gaming 7 Wi-Fi, AMD Ryzen 7 5800X3D, Patriot 32 GB DDR4 3200MHz, 1TB WD_Black SN770, 1TB Koxia nvme, MSI RTX4070Ti Gaming X TRIO, Enermax Supernova G6 850W, Lian LI Lancool 3, 2x QHD 27in Monitors. Denon AVR1700H & Wharfedale DX-2 5.1 Sound
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    HEXUS webmaster Steve's Avatar
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    Re: Customer Service Experiences....

    Ideal Boilers' customer service was brilliant... while I worked there... in customer services.

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    Senior Member Hicks12's Avatar
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    Re: Customer Service Experiences....

    The Poo:

    Virgin Mobile/Media- Like the OP mentioned, false promises and ignorance is the main part along with them failing to understand me or vice versa.....

    Orange- When with them they screwed me over after 3 years, the rolling discount that i had(i was never told about this discount) ended when my 3rd contract ran out, a bill that was £6.50 p/m went to £65 p/m and they had the cheek to take my 2 months worth of my money and turned it from a rolling contract to a new 12month without my permission.....the support center was utter tripe but eventually i got hold of a PLYMOUTH CALL CENTER! Which made my day as the guy was british speaking and in my area, understood the problem and dealt with it within 30minutes and even called back a month later to confirm all money had be reimbursed and my contract canceled. I would never go back to orange again, only 1 guy saved my money after weeks and week of endless calls and i think they closed that call center now .

    Student Finance England (SFE)- Without a doubt are worse than the two above... i cant describe the extreme failings this company has, i dont care if its government backed its complete crap! Endless false information when you call, never called back along with evidence being lost when royal mail have proof its sent and then the evidence turns up on your door step half a year later saying thanks from SFE. Had about 35 phone calls so far, all pretty useless as they kept contradicting each other with most of the time them saying my accounts fine and all information has been received etc etc and just endless BS IMO. The last phone call seemed to kick them into gear though, asked for a complaints address and the lady gave me an email address and within 2 weeks my account suddenly had been sorted and all my evidence had been returned and my loans done.

    Dont apply 2 months early, no matter what they screw you over . I started uni a month ago, still waiting for the loan so its damn lucky i didnt move out and had savings!.


    Cant think of more off the top of my head.


    The Good:

    Amazon, pretty quick at replacing faulty goods and stuff so thats nice.

    Ebuyer- Never dealt with important RMA's like a cpu dieing 1 year down the line but every other style of support was mostly quick and useless bar their scam with those random boxes that were faked!.

    The OMG AMAZING:

    Mp4nation- Small Chinese audio retailer, makes their own goods (mostly) and sells world wide so you get premium earphones that have taken the Asian market by storm available to the rest of the world. Their support is great, might take a day or 2 to respond but its helpful, my earphones i bought (beta M2's) broke and i sent them back and they issued me a full replacement within a week (hong kong delivery and stuff, still waiting for packet but its in post), they launched a newer more expensive version by about £20 more than what i paid for the M2's at the time so i asked last week if its possible to pay the difference between the M2's and the M3's and just return the M2's when i get them. They replied and said just to refuse the delivery so its returns to them, and they will issue me M3's for no extra cost! Now thats service tbh


    Microsoft: Ok, seems a lot of hate for MS in the public but when it comes to support they are epic... foreign call centers but the guys can help you so much and the actual stuff available is good. For instance i got a faulty sidewinder x6 from ebay (it was working!), was from a german business so wasnt english and i doubt it had warranty but i rang them up and within 2 days they sent me a new ENGLISH keyboard free of charge and MS renew the warranty on each replacement so basically i have 3 years extra warranty for free .

    Another to MS is that i was having problems with windows, a program was causing havoc so windows kept failing for the next few days. I fixed the problem but a few days after i had microsoft call me, i thought it was a telesales call but he was calling about the errors i had been getting... He actually told me the solution and it was pretty much the same as what i did to fix it so it was correct. Didnt help me as i had fixed it but was impressed they do actually monitor faults to try and help customers!.


    Scan- Good solid service from these guys, never let me down .
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    Re: Customer Service Experiences....

    SFE - Tee hee.
    Kalniel: "Nice review Tarinder - would it be possible to get a picture of the case when the components are installed (with the side off obviously)?"
    CAT-THE-FIFTH: "The Antec 300 is a case which has an understated and clean appearance which many people like. Not everyone is into e-peen looking computers which look like a cross between the imagination of a hyperactive 10 year old and a Frog."
    TKPeters: "Off to AVForum better Deal - £20+Vat for Free Shipping @ Scan"
    for all intents it seems to be the same card minus some gays name on it and a shielded cover ? with OEM added to it - GoNz0.

  12. #11
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    Re: Customer Service Experiences....

    This year only (don't want to start telling my entire e-tailing history as it'll take too long and I doubt anyone want to know).

    The Good:
    - Amazon: Never had a problem that wasn't resolved, and free delivery got faster for me lately).

    The Bad:
    - Dell Outlet: Slooooow. Still, it's only on this list because I've not had any really bad ones this year. It's far from the worst (TalkTalk is up there).

    The Big Test:
    - Discount Supplements: It's hard to tell if an e-Tailer is good until a problem develops. I'll give credits for e-tailers that never mess up, but chances are, each of them will do to someone at some point. My last order with DS arrived but with something missing. Informing them by phone was easy enough (and no cheeky 0870/0845 numbers). The person on the phone was polite. All that remains is finding out if I'll need to chase them for what came missing.

  13. #12
    Formerly known as Andehh Andeh13's Avatar
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    Re: Customer Service Experiences....

    Student Finance England (SFE)

    Good point, I forgot about just how inept they were. They used to drive me mad!

  14. #13
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    Re: Customer Service Experiences....

    Best service I have ever received..Microsoft hands down.

    As a private customer i've had them replace numerous mice, keyboards etc free of charge within a few days of calling or emailing them - always very friendly, helpful and knowledgeable staff who give the impression of genuine care and interest, and that is a real rarity.

    As a business customer i've been involved in their partner program and they have really looked after us there - helping out with some technical issues around SSRS and dealing with various software activations, deployments etc..really can't rate them enough. I've time and time again said that I wish they would re-sell their customer service team to other companies!

  15. #14
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    Re: Customer Service Experiences....

    Good - XFX sorted my GSOD and offered an RMA, Lloyds Bank (Local manager is superb)
    Fair - Scan (Doesn't always react as fast, or as clearly as I might like, but a good job nonetheless)
    Bad - HSBC, British Gas, The Other site (Good advice on their forums though)
    Appalling - Maidstone Audi. ( Utter, utter, utter swine. I had to have a confrontation with the Sales Manager and get the head of Inchcape Retail involved. I won, but it wasn't easy.)
    Society's to blame,
    Or possibly Atari.

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    Re: Customer Service Experiences....

    Quote Originally Posted by neonplanet40 View Post
    Worst Is Vodafone -Utterly useless on all counts! Whether you email them and they copy and paste you an answer without reading your question of calling them on the phone and them being totally unhelpful scripted monkeys.
    +1

    6 weeks, 3 letters and goodness knows how many phone calls and tweets to get a simple answer
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    Re: Customer Service Experiences....

    Vodafone are terrible. When I wanted to end my contract with them a few years ago the woman on the disconnections team got really nasty when I said I didn't want to continue with them on their network.

    No matter what I said would cut any ice with her. In the end I said look love just give me the faffing address to write to close my account down with you I've got a better deal else where and on the strength of this call I certainly don't want to deal with a company that bully's it's customers when they want to leave.

    I then asked for her name, her managers name and the address for the complaints department. She soon gave me the address for both dpeartments.

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    Last Post: 21-06-2009, 05:30 PM
  3. Hijack this log
    By Catwoman in forum Software
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  4. Thermochill/Over-clock.co.uk=Awesome Customer Service
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  5. Customer Service you say....
    By TiG in forum Automotive
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