I have been composing a reply to the enfuriating letter from Wanadoo in response to my complaint for delay and overcharging.
I was very careful to structure my letter in a logical manner, including as much information as required without giving too much to detract from the facts. I spent hours compiling an analysis of all of the telephone costs associated with transferring my Broadband connection between locations, along with blatant overcharging from Wanadoo. I requested a timely and relevant reply but, in their haste to satisfy the former, they completely overlooked the latter. Oh joy.
To cut a really long story short:
I upgraded from Anytime to Broadband & Wireless but, due to problems with wireless which Wanadoo technical support were unable to diagnose, I consequently cancelled.
I then requested a transfer of my Broadband connection to a different location. The maximum transfer period of 21 working days seemed frustratingly long but you have to go with it, right?
Two weeks later I discover that my request was cancelled. No explanation offered. Alarm bells ringing, I tried to terminate my contract but was assured that the delay was not due to Wanadoo but caused by the telephone line outside the premises being ‘split’, requiring an engineer’s inspection.
As requested by Wanadoo, I called to authorise the necessary BT work, to be told that the connection was proceeding without any problems. I had been advised incorrectly regarding the line problem and engineer’s inspection. Urgh!
Now paranoid about proceedings, I phoned frequently for updates and was informed that connection was still on schedule. But as the transfer had exceeded the specified time, by way of compensation, the transfer cost would be refunded and the line upgraded to a 2Mb connection.
The upgrade failed to work and my December statement charged me £20 for the pleasure, part of the costs I am having such a miserable time trying to recover!!
Needless to say, the connection failed to take place on the scheduled date and was delayed another week and agin further due to configuration problems.
During all this, the Pay-as-you-Go service consistently failed with high levels of connectivity problems, preventing emails from being sent and those shown as having been sent then not received by the recipient. Unsurprisingy, Wanadoo refuse to refund any costs relating to this.
Further mistakes were made when crediting the connection charges for the period that Broadband was inactive, again which Wanadoo fail to comprehend, oh and have contradicted themselves over.
Compiling all of the PAYG and customer support calls was a shocking exercise to the say the least. Over a 37 day period, the total costs to relocate broadband were £97.92 I requested that £49.80 be refunded, which included £20 for the free upgrade that didn't happen, and the ten unused days of the monthly connection charge not refunded. I should note that the £25 standard relocation fee had been refunded to me.
The reply I received from Wanadoo was lacking but for a new excuse offered for the delays experienced, which indicated my error not theirs. As regards the refund for charges, the response was nonsensical and contradictory. The result of all this is that Wanadoo have offerred me 3 weeks free access to the Broadband service as a full and final settlement. This will equate to £13.49 as compared to £49.80 that I am seeking, and which includes £25.69 of legitimate overcharging. Wanadoo confirmed that one third of the £13.49 refund was due to me for the loss of service so that leaves £8.99!!
I find it ironic that Wanadoo have been awarded the Best Consumer ISP for 2006 and publicly declare that “There are no hidden extras with Wanadoo Broadband, we don't charge you to join or hit you with sneaky additional extras.”
Last edited by FlynnShady on Sat Jun 03, 2006 10:33 am; edited 1 time in total _________________ I used to have a handle on life but it broke.
Has anyone else been refused a deadlock reference by Wanadoo?
Further to my exceptionally long post (above) Wanadoo are adamant that they will not refund me the overcharges that I am legally due (I am about to check the direct debit guarantee with my bank to see if I can get it that way) and are arrogant enough to refuse to accept that we are at loggerheads!!
They still quote the 12 month contract tie-in although I quoted their material breach clause 9.3a in their Wireless and Talk Special Offer terms of use and gave immediate notice to terminate the agreement.
I have never known a company be so ashamedly conceited attiude.[/quote]
Last edited by FlynnShady on Sat Jun 03, 2006 10:37 am; edited 2 times in total _________________ I used to have a handle on life but it broke.
The Wireless and Talk agreement is over and above the Broadband agreement, the part within it to cancel at any point you wish is only when you are paying the extra fee for the service. Basically one of the old packages upgraded to Wireless.
It doesn't allow you to cancel the full broadband contract as the 12 months for that still applies.
Thank you for pointing that out to me. Incredible that there is no termination clause in the Broadband contract for poor service. There must be cover under consumer legislation, I'll be speaking to a solicitor on Monday.
Fortunately my minimum contract period ends on the 19th June and Wanadoo have confirmed that I can request immediate cancellation. The stupid part is that their Broadband service has been splendid once up and running. It's the problems surrounding the transfer and the subsequent overcharging that I have issue with. It's extortion in the simplest terms, and whilst Wanadoo employ dedicated staff to deal with customer complaints, the rest of Joe Public have to find the time to deal with matters.
I'm relocating my telephone line at the end of June. XLN Telecom and IDNet have assured me that the move will be seamless and only take the ten days I would expect. The 'flicking a switch' part that I thought logical actually happens. Finally, the prospect of a decent customer service.
_________________ I used to have a handle on life but it broke.
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