What they say and what they do are 2 different things they will say anything to keep you on the phone and make it impossible to get a second MAC before the 30 day expires on the first
with all due respects sir a MAC code can only be generated once evry thirty days. and yes in some instances you me be on the phone to wanadoo for longer than needed but the better agents and there are some will bend over backwards to ebsure that the customer gets 100% satisfaction from us.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi Boro_Lad
I totally agree with you that the majority of Wanadoo agents are trying to help the customer resolve any issues.
The above poll is not a reflection on the agents, but a reflection on the Wanadoo Procedures.
Wanadoo agents are probably just as frustrated as the Wanadoo customer... And I would certainly urge all Wanadoo customers who are speaking to Wanadoo agents to bear this in mind.
Heh, the problem isn't the 1 that will bend over backwards to help the customer, it's the dozen or more that haven't and have upset the customer, but i think we both know that Boro_Lad
A good percent of agents do genuinely try, but do bear in mind they are in sitiation where their hands are tied usually, and they physically can't do any more. There are only so many things that first line support can to, then it gets escellated.
Wanadoo don't make it impossible, it's the BT code generation as far as I am aware that makes it impossible.. though if someone official in BT were to contradict me, then we'd see..
_________________ -----------------------
Ex-Wanadoo Employee as of beginning of 2006
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My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
Well today I had the worst experience of customer service possible, the rude girl I spoke to rufused to let me speak to anyone other than her, made no appology for being previously told twice that I was being sent a replacement Livebox when none were actually sent and said that even though my internet hasn't been conected yet after ordering it a month ago I was still obligated to pay for the service and there was no possiblity of cancelling.
The worst part was that she seemed to be cross with me for having a problem and demanding that it be sorted. Her arguement was that she had done 'all that she can' even though at the end of the call she still hadn't ordered me a working livebox or let me speak to anyone else that I could complain to
I can't see how Wanadoo have the cheek to say that any of their client service team 'bend over backwards' to help customers. I've spoken to 4 so far and none of them have helped at all. 2 of them lied, 1 was very rude and the other cut me off!!
I have had a bit more luck with Technical support though, apparently a Livebox has been ordered for me (for the 3rd time now, 4th including the original order) so I'll be back on here in a weeks time to say if she was telling the truth this time
p.s. I have been told that someone would call me back 4 or 5 times now and I'm still waiting for those calls. Wanadoo are an embarrassment to themselves
It seems that Wanadoo is like most large companies, it doesn't know what each department is doing. I have been waiting over 3 weeks for a MAC address, with one department saying one thing - while the other contradicts.
It is not the customer service employees fault, as such. They are in front of a computer system with incomplete, or incorrect information. I do get the impression that Wanadoo prefers to blame their customers for its shortcomings, often many of the call centre staff become very rude and unhelpful. Perhaps this is part of their staff training, or they may be fed up with the amount of complaints they may be receiving, perhaps most importantly I am no longer a customer and therefore not a priority for Wanadoo.
There is a discussion of this subject in The Guardian (19/04/06), its Dear Anna section (p. 25 G2 supplement) highlights this problem of not 'being released' by Wanadoo. Therefore I am hoping this bad press, and forums such as this one, may force Wanadoo to clean up its act.
Basically it makes me really annoyed that I left Ntl for Wanadoo, and am seriously considering telling Wanadoo to place the MAC address somewhere very dark, and go optical.
When posting about media articles, please note that by posting a link to the relevant page will highlight the activity from this site. All big websites track their visitors and each click from WanadooProblems.co.uk will provoke a response from the site linked to - thus raising more awareness of your Wanadoo issues and other issues posted at WanadooProblems.co.uk[/b]
the problem isn't the 1 that will bend over backwards to help the customer, it's the dozen or more that haven't and have upset the customer
The Indian guy was really trying to help but the #**%$ in Middlesborough thought the sun shone out of her #!%*. According to OFCOM as soon as a MAC is used another can be generated, so I think it is more likely wanadoo who will do anything to keep those who want to leave for the extra time.
Well im part time, monday to friday 5-9 and i take around 20-40 calls, of which, I think 5 i maye not be able to help the customer with, thoose 5 would be technical issues, the problems i mainly face, is people who are unwilling to call the 50p per minute tech support lines, and get angry, because we cant transfer, im not tech trained, but i try to at least find out where the problems can be, either within the property, or outside, regarding the line, or is it the computer? or is it the modem?. As dor most agents on my team, we help as much as possible. Although we are a pretty new team, started in January. I know weve done well. As for MAC codes, when a MAC code is requested by BCT (Broadband Care Team) it is normaly sent via email to customers in 48 hours, or via mail if requested - IF you dont recived your MAC code, then call customer support, the MAC code, if given, will be on the account notes, and all us CSA can see this, otherwise we will transfer you to BCT to get you another, as for Wanadoo shitting on customers? Dont worry the staff are too, what us on Customer Support can do is limited, we cant call back (as a rule, but i HAVE to a lot of the time) we cant trasnfer we cant get the customer a line manager or supervisor or a teamleader (well we can) but we get rejected, and told "this is not a supervisor issue" regardless, if you get in touch with a supervissor, they will only tell you the same thing. When it comes to Wanadoo, i take the customers side, What ive learned, is just DONT register for Wanadoo. although most customers are happy, when theres a problem i can admit, our support is a load of crap. But with the tools i have, and although i break the rules to help the customer 99% i make customers happy, so i dont think that "middlesbrough agents" suck yeah, get in touch with the Indian Call Centre, then you will love us Good luck to all you customers out there. Oh and also, i advise under 30's only to reg for LLU, and have a good health record, otherwise you could die before its finaly installed in some places :/ OH and another thing, around half of our setting up your line issues, is all down to BT messing up or just simply NOT DOING the order. AND when we advise ringing BT on 150, i often find, theve lied to you. SO as for that , call CSA's before 6PM and we will call BT on a private Wanadoo-BT line, and do it for you, they cant lie to us.
Well today I had the worst experience of customer service possible, the rude girl I spoke to rufused to let me speak to anyone other than her, made no appology for being previously told twice that I was being sent a replacement Livebox when none were actually sent and said that even though my internet hasn't been conected yet after ordering it a month ago I was still obligated to pay for the service and there was no possiblity of cancelling.
The worst part was that she seemed to be cross with me for having a problem and demanding that it be sorted. Her arguement was that she had done 'all that she can' even though at the end of the call she still hadn't ordered me a working livebox or let me speak to anyone else that I could complain to
I can't see how Wanadoo have the cheek to say that any of their client service team 'bend over backwards' to help customers. I've spoken to 4 so far and none of them have helped at all. 2 of them lied, 1 was very rude and the other cut me off!!
I have had a bit more luck with Technical support though, apparently a Livebox has been ordered for me (for the 3rd time now, 4th including the original order) so I'll be back on here in a weeks time to say if she was telling the truth this time
p.s. I have been told that someone would call me back 4 or 5 times now and I'm still waiting for those calls. Wanadoo are an embarrassment to themselves
THere is a huge demand for Liveboxes, and there is a delay, could be 17th before customers start getting them. also Front line CSA agents cant order a LB, you need to get in touch with the wireless and talk CSA's. who are sat only around a foot away, mixed in with me and other BB CSA agents
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Good luck to all you customers out there. Oh and also, i advise under 30's only to reg for LLU, and have a good health record, otherwise you could die before its finaly installed in some places :/ OH and another thing, around half of our setting up your line issues, is all down to 
