the user name and/or password is not valid on this domain.
After 3 years of blissful surfing I came to access my account only to be presented with- the user name and/or password is not valid on this domain!!
After ringing Wanadoo - they have admitted to accidentally deleting us from their server! and that we would be up and running in 48 hours - 3 weeks later and 18 phonecalls we are no further forward to having the complaint resolved!
My wriiten compalint to head office has not been acknowleged and no senior customer service team manager can pose a resolve!
Their customer service team seem dreadful and just time wasters! spoke to Katy today who was the rudest,arogant, uneducated and unhelpful girl ever!
I am mad, angry and frustrated at their lack of resolve! - any ideas? - I have my MAC ready for tranfer to a different provider and have already contated Ofcom and cisas but told to wait 12 weeks - any suggestions ????[/b]
Their customer service team seem dreadful and just time wasters! spoke to Katy today who was the rudest,arogant, uneducated and unhelpful girl ever!
I am mad, angry and frustrated at their lack of resolve! - any ideas? - I have my MAC ready for tranfer to a different provider and have already contated Ofcom and cisas but told to wait 12 weeks - any suggestions ????[/b][/quote]
As a wanadoo agent i completely DIS-agree that customer services is dread full and full of time wasters!!! At customer services we do our best to help customers but our hands are tied... With out sounding rude i think that you are one of the people i go home and moan about! Wehn a customer is arrogant and rude it makes ure job non the less satisfying and it makes people want to be rude back and not help.. You need to understand that we can not do anything that is requested of us due to rules that we have to keep to Next time u ring customer serives try being nice and listen to what the agent is saying to you.. When something is requested we have to explain why we cant help.. So just take a minute to think.. The agents are only doing a job! We can not help you when you have technical issues and are unable to connect!.. Just consider the fact people are only doing there job the best they can! We can not work miracles!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Well I disagree with you The last time I rang up customer services I explicitly asked to be put through to the billing department. The bod claimed that he was in the billing department. Several sentences later, it turns out that he couldn't do anything to do with billing and then claimed that he tried to forward me to the billing department (the department he had originally claimed to be part of) but couldn't get through.
IMO that counts as dreadful customer service and it certainly wasted my time.
wrt customers being "arrogant and rude". Why shouldn't someone be arrogant and rude when they have been lied to as in andynmaz's "up and running in 48 hours" or my "refund within 24 hours" and "I am in the billing department"? It may not be the most productive approach, but it is certainly justified. Anyway, whatever happened the customer always being right?
No one expects customer service to "perform miracles". However, they should be expected to, for example, read the notes on a customer's account, not lie to them about what department they are in, not give guarantees that they must know will not be kept.
I'm sorry but it is you (as part of Wanadoo) who comes across as arrogant. Why should the customer suffer because of your rules? Customer support is meant to help the customer and the rules should be structured to enable that. The requirements of the customers should not be shoehorned to fit your rules. To blame the customer for not having requirements that fit in with your rules [b]is[/b] arrogant, rude and time-wasting.
For a start why did you ring the wrong dept and asked to be put through?
We no longer have the ability from decmeber to transfer only to cancellations! Iam not rude and arrogant iam far from it iam just sick people thinking that people dont try and help! We are limited to what we can do.. Is that so hard to grasp!!
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
What makes you think I rang the wrong department? I followed the same sequence as worked a few days previously.
But let's assume (wrongly) that I did ring the wrong number. Why did the bod claim to do billing initially and then was unable to do so? Isn't the sane response to someone coming through to the incorrect department to say "sorry I can't do billing" rather than claiming that you can? If someone mis-calls to my extension at work, I don't claim to be Mr X just because they want to speak to him!
If your claim, that you cannot transfer to billing, is correct - why did the bod claim that he was attempting to do exactly that?
wrt arrogance, I thnk readers will be able to judge whether your response was arrogant or not
If the guy said to you welcome to customer serivce then he could have delat with your problem believe me i know people say there not a department when they are, no im not being arroganted im just annyoed i worked damn hard when i worked for wanadoo and i went the extra mile for people it is so hard to explain. U wont know unless you work in a call center.. For future reference
Option 1: Reg
Option2:existing orders etc including equipment
option 3:moving house
option:4: Billing
option: 5 technical support
Now you know..
wrt arrogance, I thnk readers will be able to judge whether your response was arrogant or not [/quote]
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
The first thing I said to the bod (yes after choosing the correct options) was that I would like to speak to someone in the billing department. He then claimed that he was in the billing department.
wrt me not knowing unless I work in a call center (sic). I don't understand the relevance of that. Are you claiming that unless people have worked in a call centre that they are unable to assess whether or not the support is any good? A more relevant issue is whether anyone in Wanadoo ever tries to use their own customer support.
As a customer (now ex-customer but still suffereing ) I'm not sure that I care whether an agent works damn hard or goes the extra mile. Suppose you are very nice and arrange everything, so far as you know, for my refund. Then the refund never arrives and the next agent spoken to claims to know nothing about it. Do I, as a customer, care that you did your job correctly and pleasantly? No. I only care that I haven't got my refund. That may be harsh on you but it is the reality of the situation.
AS A PAYING CUSTOMER - Why has Wanadoo accidentally deleted me from their server ????- and openly admits this is their fault!!!!! - yet cannot attempt to rectify the issue as a priority and will not keep me informed of the progress How professional???!!!- why be told 48 hours only to find it is almost 4 weeks and still no resolve - ! Why should I waste my time effort and money ringing customer services to progress my complaint only to have the goal posts moved everytme and to be told lies?? I have had no contact from Wanadoo at all regarding my complaint - I have phoned customer services some 19 times now and am still no further and have written to your head office who have not had the decency to acknowlege or reply and the only update i get is when i contact you! Surley this is not fair that i am been penalised for when this is not my fault AT ALL!!!!!!!!!!!!!!!!
If it's the problem I think then it'll be dealt with by a team behind the scenes, it's passed through and dealt with at some point. It's not done deliberately, just a system glitch or something and the cause has to be corrected otherwise it'll happen again and again. Anyone you can talk to about it probably can't give a date, just a rough idea on when it should be corrected.
Remember this is only if it's the problem I think but sounds like it is.
2) After being with freeserve/wanadoo for many years without problems and being on 2Meg up to 09-02-2006 then getting the email below, I have had 4 months of problems resulting in continuous utter lies and c**p from customer services and tech sort 'agents' !
And not just one or two.
Why do they tell blatant lies time and again.?
Why do they treat me like a cretin asking me to go over the same thing over and over knowing it won't solve the problem.?
Why do they lie about line tests.?
Why do they lie about 'losing ALL my details due to system crash' ?
Why do they lie about returning calls?
Why do they lie saying a supervisor/manager is not available?
Why do they lie saying BT has found and rectified a fault?
I could go on!
If this was on odd rogue 'agent' or two I could understand it, the problem being it is rife amongst you all!
Two things are important in customer services HONESTY and the ability to say SORRY I DON'T KNOW BUT WILL FIND OUT!
These are obviously missing in all your training.
Before you rant at me I have just retired after spending 26 years in a service industry where the call handlers HAD TO OWN THE PROBLEM, if they didn't know how to solve the problem they admitted as much to the client AND THEN FOUND SOMEONE WHO COULD and this with a client base in excess of 10.000.000, and it worked!
MY EMAIL RECEIVED FIRST WEEK IN FEB WHILST ON 2 MEG
We've made the changes to our Broadband service to speed up your Broadband connection. The very fastest Broadband speed your phone line can support is up to 8Meg, find out more here (<a href="http://www.wanadoo.co.uk/time/speed.htm">www.wanadoo.co.uk/time/speed.htm</a>). You've been automatically upgraded to your new speed for free so you won't need to pay a penny more than you're currently paying.
If this email confirms your phone line can support a speed of more than 4 Meg, <a href="http://www.wanadoo.co.uk/membercentre/eightmegupgrade.htm">click here</a> to see if you need to change your settings to ensure your modem can handle your new speed.
Get stuck in to faster Broadband with Wanadoo
Philip Mehl
Managing Director, Sales and Communications
AFTER 4 MONTHS OF THE 'EXPERT AGENTS' I NOW HAVE A STABLE CONNECTION BUT AT 1/2MEG
Replying to:
As a wanadoo agent i completely DIS-agree that customer services is dread full and full of time wasters!!! At customer services we do our best to help customers but our hands are tied... With out sounding rude i think that you are one of the people i go home and moan about! Wehn a customer is arrogant and rude it makes ure job non the less satisfying and it makes people want to be rude back and not help.. You need to understand that we can not do anything that is requested of us due to rules that we have to keep to Next time u ring customer serives try being nice and listen to what the agent is saying to you.. When something is requested we have to explain why we cant help.. So just take a minute to think.. The agents are only doing a job! We can not help you when you have technical issues and are unable to connect!.. Just consider the fact people are only doing there job the best they can!"Your best is then obviously not good enough"We can not work miracles
Im not wasting my time replying to you in detial.. All ive got to say is!!
instead of wasting time why dont you move F*****G!! providers and go and moan to some one else! You say people at wanadoo dont care! well why waste your time and efforts!
Thank you MRSAGENT, your brief reply says it all, and may I say, shows a lack of the caring and helpfull attitude you espouse, no surprise you are no longer employed by Wanadoo/Orange then !
MY REPLY TO :
" instead of wasting time why dont you move F*****G!! providers and go and moan to some one else! You say people at wanadoo dont care! well why waste your time and efforts! "
I am not wasting my time trying to get WHAT I HAVE PAID FOR. and as I have said previously when it works it's great, only problem is I can't get sense nor reasoning from ' AGENTS ' when it doesn't work!
I have not said people at Wanadoo/Orange don't care, they may do, only that they dont tell the truth ! look at comments on other forums not just this one, it's not good.
I am not wasting my time and efforts, if my time and efforts result in a better service than we, THE PAYING CUSTOMERS, are getting now, then neither will have been wasted.
Im not wasting my time replying to you in detial.. All ive got to say is!!
instead of wasting time why dont you move F*****G!! providers and go and moan to some one else! You say people at wanadoo dont care! well why waste your time and efforts!
Don't wanadoo lhave 12 month contracts, so how do you expect them to move without paying the price
You never answered my question why you left wanadoo. I guess from your replies then either you were pi$$ed off and left, your role was offshored to India, or offered a generous redundancy package (for your role to be offshored).
You never answered my question why you left wanadoo. I guess from your replies then either you were pi$$ed off and left, your role was offshored to India, or offered a generous redundancy package (for your role to be offshored).[/quote]
No i left wanadoo due to personal problems, I really didnt mean to sound so rude yesterday it is hard to explain to u guys that when i say we tried to help we really did... Granted some people dont but u must have spoken to one agent who u was pleased with.
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The last time I rang up customer services I explicitly asked to be put through to the billing department. The bod claimed that he was in the billing department. Several sentences later, it turns out that he couldn't do anything to do with billing and then claimed that he tried to forward me to the billing department (the department he had originally claimed to be part of) but couldn't get through.
) I'm not sure that I care whether an agent works damn hard or goes the extra mile. Suppose you are very nice and arrange everything, so far as you know, for my refund. Then the refund never arrives and the next agent spoken to claims to know nothing about it. Do I, as a customer, care that you did your job correctly and pleasantly? No. I only care that I haven't got my refund. That may be harsh on you but it is the reality of the situation.
