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Tiscali: incompetent or indifferent?

Last post Fri, Jul 06 2007, 2:07 PM by dun diggin. 4 replies.
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  •  Fri, Jul 06 2007, 2:07 PM

    Re: Tiscali: incompetent or indifferent?

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    Just following up my previous post.

     I am currently getting some decent attention from Tiscali's various support departments.

    Since 19th June, when Tiscali took over my phone and broadband service, my broadband has been off completely and my phone line has been very crackly at our end of the line.  I first reported this on 20th June.

    I received a call yesterday (5th July) to say that my broadband connection has been synchronised properly - but that the phone line fault was probably responsible for broadband still not connecting.

    Today, 6th July, I received a call to say that they have tracked the phone line fault to the exchange.

    You will be impressed that I didn't say, "No sh*t, Sherlock".  I guessed that might be the case 17 days ago.
    • Post Points: 5

  •  Tue, Jul 03 2007, 5:12 PM

    Re: Tiscali: incompetent or indifferent?

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    Sadly, I think there's a mixture of incompetence and indifference.

    For example, their website says you can have broadband on any PC with Windows 98 or above on it.  However, the installation disc they send you will only work on Windows XP or above - and their tech support response is, "just install Windows XP and you'll be fine".

     Their tech support team seem to only be allowed to work off scripts, and the scripts do not allow for there to be a technical fault on their behalf.  Yes, I know many customers make simple mistakes, but for anyone tech savvy who has tried all the options it is a nightmare trying to get the message across that the problem lies in their domain.

     
    • Post Points: 5

  •  Fri, Apr 27 2007, 4:19 PM

    Re: Tiscali: incompetent or indifferent?

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    write to the MD of the company. a friend of mine did a couple of weeks ago and has just received a phone call from them with £100 refund/compensation payment 

    http://www.tiscali.co.uk/products/nm/website/thompster/corporate.html
    • Post Points: 5

  •  Fri, Apr 27 2007, 3:11 PM

    Re: Tiscali: incompetent or indifferent?

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    Hi MarkJ,

    Sorry to hear you've got the BS hassle that I had with Tiscrapi, I don't know if you seen my threads of


    True Beast Of Tiscali Help !!!!

    &


    True Beast Of Tiscali Help !!!! YES Finally Free OF Them !!

     I was with them only several days when I got the FUP letters sent, it took me 4 months and 15 dayds to get rid of them. I had a nightmare with them, only because I recorded every phone call and time stamped and dated them, could I use the info against them, Oooh yes they tried through many phone calls to gain what info I had on them, butI refused any admission of what I had on them.You see they don't connect that what they say on the phone had better tally up with what they send in a letter to you. That's the key to bringing them down, collect all you can on them.

    To answer your question of "incompetent or indifferent".... Incompetent is accurate, but I would go as far to say they are corrupt, dishonest, negligent and totally aware of what they are doing to their customers.

    My word of advice to anyone who has been with Tiscrapi is to spread the word as far as you can to stay away from them, and for them to pass it on as far also, the only way for this foul company to die is lack of custom altogether !!

    However, I wish you every bit of luck in getting out of their grip !!

    Cheers !!
     
    • Post Points: 5

  •  Thu, Apr 26 2007, 1:59 PM

    Crying [:'(] Tiscali: incompetent or indifferent?

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    Like any service, Tiscali was fine until it went wrong. But since my connection went down two weeks ago, I've been lied to repeatedly by one call centre agent after another and stonewalled by the customer services team at every turn. Nobody I talk to is willing or able to accept responsibility for fixing my problem.I upgraded from the 2 Mb/s package to the 8 Mb/s. It took about a month, and several phone calls, simply to make that happen. On the day I was notified that the upgrade was complete, my internet connection went down. That was two weeks ago and I've been unable to connect to the internet since.My experience of the technical support team has been singularly miserable from day one. They have a questionable knowledge of internet technology, have fed me a continual stream of false promises just to get me off the phone, have repeatedly refused to allow me to talk to anyone who may be tasked with investigating my fault, and make excuses every time I ask to talk to a superior.Even though a monkey could work out that they ballsed up the upgrade, it took them five days to decide my router was broken and another six to actually deliver a new one. Unsurprisingly, that had no effect, so I'm back at square one.I have been promised a callback one five separate occasions but am still waiting.The customer services team are unwilling or unable to intervene. When asked what I have to do to get my fault fixed, one call centre agent actually told me it wasn't in her job description to help me. Tiscali clearly have serious, deeply ingrained cultural issues if someone in the customer services team is prepared to say that on a recorded call.The stress of dealing with a random assortment of faceless, unaccountable call centre agents is making me ill. I am loosing money through my standing Tiscali charges and through wasted online subscriptions, not to mention the time and expense of daily calls to India and Scotland. The only reason I have not yet switched service provider is that I am told the problem must be fixed before I can claim compensation. It's a relatively small amount but it's an important principle.My advice? If you value customer service, avoid Tiscali at all cost.
    • Post Points: 50
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