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AOL or AO-HELL? Avoid customer service nightmares!
If you're planning on switching to broadband anytime soon, beware! There's sharks out there!
Our guys at Lowestoft PC Repair have been dealing with all kinds of problems. It's one thing not being able to get online - but what happens when the customer services you rely on are of no use whatsoever?
In one instance, a customer was charged monthly for two accounts after upgrading to broadband. AOL admitted this was their fault and refunded any debits on the account the customer wasn't using, as it had previously been cancelled - but had the customer not had proof of cancellation, would they have been so willing?
As though that wasn't bad enough, they started doing it again a month later!
Another customer had awful problems getting online. When the family went on holiday, BT switched their phone line off for non-payment. The bill was paid no longer than a week later, and the phone line was switched back on. But where was the broadband? The customer battled between BT and AOL customer services for almost two months. Being constantly passed between the two, with no side taking responsibility, they called Lowestoft PC Repair in to give them a hand.
It's worth bearing in mind that if your internet is provided by AOL, then it is AOL's responsibility to keep it online for you; BT are just a wholesaler. If you have to contact BT more than three times because AOL recommended you to do so - then there's something wrong!
After two months of battling between companies, it turned out that AOL had to contact BT to tell them to turn the broadband line back on. For a customer support line charged at 7.5p per minute, the least you'd expect is competence!
AOL aren't the only internet service provider to lack decent customer service - and by decent, we mean a customer service team that knows what it's doing. TalkTalk customer services have been rated amongst the worst, with many people being cut off after waiting 30 minutes to be connected in the first place!
So how should I protect myself?
Take your internet connection seriously. If you have a problem with it, you're at the mercy of the customer services. It is therefore important to find an internet service provider with a well trained customer support team.
One such company is Plus.net. Their customer support team has been rated no. 1 by many independant organisations, including uSwitch.com. Best of all, they'll give you a free 30 day trial - and if you don't like it, you can leave! No strings attached! You can even switch from your current service provider for free!
If you're interested, click the link below:
Up to 8Mb PlusNet broadband from only £9.99 a month!
There are plenty of other decent internet service providers out there - just make sure you spend some time researching which one would be best for you. And just remember, the £2.00 you save per month is only worth 25 minutes on the phone to technical support - and many people spend 30 minutes just waiting to get through!
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