Re: [OT] Is it good to TalkTalk?
- From: nog <me@xxxxxxxxxxx>
- Date: Wed, 19 Sep 2007 22:10:13 +0100
On Wed, 19 Sep 2007 21:44:35 +0100, Danny Thompson wrote:
Chris <ithinkiam@xxxxxxxxx> wrote:
This is stunningly cheap and v. tempting, but are they still as bad as
they were publicised to be when they first launched?
Don't touch them with a bargepole.
Don't even think about it.
I have difficulty speaking about them with any restraint or politeness
whatsoever.
My only direct dealings with them have been because my sister and her
husband took out an account with them last year for broadband and
landline.
Tragically, shortly afterwards, my brother-in-law was diagnosed with
pancreatic cancer. He was in his early 30s, and he and my sister had
just had their first child a few weeks before his diagnosis.
Sadly the cancer progressed quickly, and he didn't have long. Following
his death in May my sister clearly had a lot to cope with, but she did
contact TalkTalk explaining the circumstances, and asking them to put
the account in her name.
She received a form letter back, addressed to her late husband, saying
that they wouldn't entertain a variation in the account as it was an
18-month contract with some months yet to run, but apologising to him
for any inconvenience!
Calls to them saying that she simply wanted to continue the account, but
without having them send letters and emails addressed to her dead
husband got nowhere, so she asked me to help.
Now, I consider myself quite experienced at dealing with this kind of
thing - personally and professionally. I have, however, met with a
complete brick wall.
Calls are invariably cut off, or left on hold. Those few in which I can
get through to a real person are passed around, and then cut off or left
on hold.
On the three occasions when I have managed to speak to someone I've been
lied to each time - having been promised that the account name would be
changed, and a letter of apology sent.
This never happens. Promised calls are not returned, and TalkTalk
continue to try to correspond with my dead brother-in-law.
It has got to the stage where in desperation I contacted Anna Timms at
The Guardian (their consumer advice person). I recently had a call from
her saying that she has tried to resolve this through their press
office, but she wasn't sure if it had worked.
I finally managed to speak to my sister earlier this week. She has had
absolutely nothing from TalkTalk, and correspondence has continued to
arrive for her late husband. She is pretty worn down by the whole thing.
I have difficulty expressing how angry I am about this. It is much more
than a customer service problem. It has become abuse.
Do not under any circumstances have anything to do with TalkTalk.
I share your view of their incompetance (of which I also have an oblique
experience) but your story is just grotesque - have you bent Charles
Dunstone's ear about it? I suspect
charles.dunstone-at-carphonewarehouse.com might reach him.
.
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