Tip to all wanadoo users: scream down the phone...
Hello People,
You know as well as I do that Wanadoo are possibly the worst ISP in all the land. Their customer service is sh!tty - like talking to Andy from Little Britain, or the "computer says no" woman...
Anyway, I bought into all their promises back in November, didn't have many problems or anything until today - when I realised they had been overcharging me for a service I hadn't ever used (wireless/talk).
As they had been charging me for a product I've never used (their fault), I thought it fair and just that they give me my money back (not all of it, just the overpayment I'd been paying each month).
Ha. Fat chance.
The first Oik decided that because I hadn't rung up and explained the problem to Wanadoo earlier, I was not entitled to a refund. I asked her to explain herself... she said "well you've been with us since November, and you havent said anything since then so it's too late now and we can't give you a refund" - I then asked her the cut off date from November until now where I was no longer allowed a refund, where it said that in the contract they sent me, and who decided the date. She just kept repeating herself, and then hung up one me when she realised it wasn't wise to make things up which could lead to legal implecations.
Round 2 - boyfriend decided to have a go this time. Not sure exactly what was said, but they told him that they couldnt do anything about it because they had no proof he hadn't been using wireless and talk (even though they can check on their computer and see exactly what we've been using), he yelled a lot and they hung up on him.
Round 3 - I got Ramasham in India this time - he offered me 1 month free for my trouble, which was completely derisory. I explained this to him, and he did the old "I'll speak to my team leader thing". Team leader says no to refund, so I ask to speak to team leader - aparently they don't take calls (I wonder why). Anyway, after half an hour of arguing with him I managaed to get him to speak to his "team leader" again, and he said he would downgrade my acount for me - I WANT A BLOODY REFUND, YOU SHOULD DOWNGRADE MY ACCOUNT ANYWAY BECAUSE IT WAS YOU WHO F***** UP IN THE FIRST PLACE! - he had another chit chat with the old TL, who said no again... my boyfriend got on the phone and threatened Ramasham with legal action for breaching the consumer credit act. Ramasham hung up.
Round 4 - Same argument, same team leader scenario, same result... I really blew my top this time, they spoke to the team leader again and I had to scream some more... anyway, result! I got a refund!!!
Not enough for me though, because I wasted 3 hours of my time on the phone to these idiots, arguing and spending money on my phone bill. I went down the old good-will gesture route, and asked for 3 months free to compensate me... The guy on the end of the phone offered 1 month, I obviously said no, he had to go back to this Team Leader (who probably wanted to * me by now) and he came back with an offer of 2 free months - agreed.
So, moral of the story: don't give up hope when on their helplines, use big words and shout a lot! And when they keep telling you to write to head office, refuse and demand they sort it out for you immediatly (because they can, you know).
Threatening people who probably don't know anything about legal proceedings/consumer credit act when you were a bit oblivious yourself?
Wanadoo aren't a credit company, they're supplying nothing on credit, therefore they aren't breaking any clauses in relation to it. Also, there is no 14 day cooling-off period (Or I wouldn't have thought so anyway) as I bet alot of people make this mistake.
On another note, why bother shouting? It makes you look like a tit. I've worked in customer service before (As I bet you have) and from my days there, angry customers are annoying and you want to get rid of them as quickly as possible.
I rang up Wanadoo when I had a discrepancy with my bill (Charged me extra) and I spoke to an agent called Jason. I had a banter with him, he was a nice guy, had a laugh, and he refunded the overcharges and offered me a months free broadband for the trouble (I wasn't offline, buy hey! I'm not complaining)
Now if Jason was the same as me, he came off that phone thinking 'I'm glad I spoke to that guy'
Bottom line is - No point shouting. It gets you nowhere, it'll make the agents panic and hurry, and end up making mistakes. However, the type of person you sound... You thrive on that kind of 'bullying' attitude. Remember, you're shouting at a call centre worker, there to help, not the guy at the exchange who tripped over a wire and pulled your broadband connection out, so be a bit more bloody thoughtful next time, it might get you places quicker.
Threatening people who probably don't know anything about legal proceedings/consumer credit act when you were a bit oblivious yourself?
Wanadoo aren't a credit company, they're supplying nothing on credit, therefore they aren't breaking any clauses in relation to it. Also, there is no 14 day cooling-off period (Or I wouldn't have thought so anyway) as I bet alot of people make this mistake.
On another note, why bother shouting? It makes you look like a tit. I've worked in customer service before (As I bet you have) and from my days there, angry customers are annoying and you want to get rid of them as quickly as possible.
I rang up Wanadoo when I had a discrepancy with my bill (Charged me extra) and I spoke to an agent called Jason. I had a banter with him, he was a nice guy, had a laugh, and he refunded the overcharges and offered me a months free broadband for the trouble (I wasn't offline, buy hey! I'm not complaining)
Now if Jason was the same as me, he came off that phone thinking 'I'm glad I spoke to that guy'
Bottom line is - No point shouting. It gets you nowhere, it'll make the agents panic and hurry, and end up making mistakes. However, the type of person you sound... You thrive on that kind of 'bullying' attitude. Remember, you're shouting at a call centre worker, there to help, not the guy at the exchange who tripped over a wire and pulled your broadband connection out, so be a bit more bloody thoughtful next time, it might get you places quicker.
well said. i work in a call center too (for wanadoo tech actually) and i find that when the customer is nice i can help them more, but when the customer is being abusive or shouting down the phone i really cant help them i just get angry at them shouting and get confused in what i'm doing. Be calm ( i know its hard) with the agent and they will be calm with you and actually get a result for you,. go in shouting and theyll just hang up and youll get no where and have to make numerouse calls and pay a fortune for your phone bill.
lol i complained to ISPA which seem to have done the job for me i got a decent compensation package for my troubles
i gave up on the calls after a month and instead emailed dem my complains and emailed watchdog, ISPA etc =) your only gonna get sumwhere if you keep at it otherwise they gonna take the p**s with your case and take der time
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i got a decent compensation package for my troubles
