I received the following letter from Wanadoo today after writing and complaining:
Quote:
Dated Saturday 15 April 2006 - received Thursday 20 April 2006
Re: Your account: Broadband
Thank you for contacting us recently regarding your connection difficulties.
First of all please accept our sincere apologies for the level of service you have received. We do endeavour to provide excellent customer service and train our staff to provide a high level of service.
We take all customer complaints very seriously and I can assure you that we are doing all we can to continuously monitor, assess and act upon issues raised by customers.
Please be aware, your account has been credited 2 months of free Broadband service. This offer is made as a gesture of goodwill, without prejudice and in full and final settlement of this issue.
However, in order for us to investigate your connection difficulties in more detail, we would like to offer you a Technical call-back. All you need to do is confirm by email to the following address: offer.acceptance@uk.wanadoo.com or alternatively, by return of post (allowing for postal delays and weekends) a convenient date and time for one of our Broadband Technical Support Team to contact you by telephone. Please allow 72 hours notice for the call-back.
Please be aware that we will contact you within Three hours of the time you have stipulated.
Please ensure you also include this letters [sic] reference number and your full name and address with your reply.
We look forward to hearing from you shortly.
Yours Sincerely
*****
Customer Care
Both me and my wife thinks there is no way we should respond via e-mail as it looks like we are accepting the two months' free broadband which would not be the case. How can we accept something in full and final settlement when the matter has not even been settled - i.e. the broadband connection is still not working?!?!
Also, should we go to Watchdog? My wife got the direct e-mail address as the feedback form on the BBC website is not working: webproducer.watchdog@bbc.co.uk
Comments, advice and any possible wording welcome for our response to Wanadon't - on two levels - the compensation element but also the resolution of our broadband connection..
indeed my thoughs while reading the letter were that by emailing they would assume you were accepting their offer
I'd write back informing them: thanks for the 2 months of broadband... BUT you will not be able to use it due to your connection being down and that you do not consider their gesture as full and final settlement of the issue. Then state a time which is sutiable.
firstly believe me mate when i say they wont even bother to call you back. Think about it the problem aint even at your end anyway. I have been off line for 2 months and they have sent me a least Three letters saying they will call me back but never do. I hate they way we are all being treated. its a joke. I wonder so far has anybody got there connection fixed with the LLu problem
They performed a line test - which failed (surprisingly) - they'll retest on Tuesday (apparently), but she said it will then take about 3 weeks to get sorted after that.
I've actually had more calls from Wanadoo - one girl said the line was OK - it must be a problem with my own equipment - they refuse to look at my equipment and will send my a livebox and may then look at my problem again !! Unfortunately I didn't take the call so couldn't say that they are talking nonsense.
Later on I got a call from somebody else - I took the call and argued the point - they are now sending an engineer to the exchange (at last ) - hopefully I've got less than a week left
i suggest complaining by email and phone and keep at it otherwise they are just gonna take you around in circles
took me roughly 2-3 months to get my net back to almost normal, still experiencing random disconnection for a 24hr period generally once a week so all is not well YET!
i have been credited with about 3 months worth of free boardband to my account for my troubles apparently cos i complained to ISPA aswell and they recieved my complaint from them so thats something you might wanna try out!
another thing im still complaining to them via phone but mostly email cos i cannot be brothered to chat to people not qualified to do their jobs properly...
so to this day 15+ complaints and rising :p if you do not complain/complain/complain!!!! then you wnt be gettin anywhere fast....
i suggest emailing them with all the points and stages u been thru and that they have not worked and that u refused to go thru it again. ASk for a engineer to the local exchange and that you will not accept anything else!
£27.99 is still alot to some ppl for internet especially when there are better alternatives avalible at a lower cost!
You could try writing but I can't guarantee the quality of the reply...
Incidentally, they did a similar thing to me:
First reply I received from Wanadoo offered me Three weeks free access to the Broadband service as 'full and final settlement concerning this issue' which equated to £8.99 compared to the £50 due to me!! This involved emailing offer.acceptance@uk.wanadoo.com
Anyway, the second reply from Wanadoo has been increased to £25.59 again emailing the above address.
They want to offer me money that is LESS than the amount owed to me from overcharging. I've written formally twice explaining everything in plain English and illustrated with a speadsheet calculation and copy bills to no avail. I thought extorting money without entitlement was illegal?!!
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