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Bond-007 wrote:At last I got my final bill from Eircom
I got a cheque for €45.45 from Eircom a couple of weeks ago as refund on the unused portion of my line rental when I switched to BT. That was even more enjoyable than getting my final bill
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Eircom 1024/128 and happy , yeah , I said happy , stop sniggering over there .
mods , they are all laughing at me ..
You see I am a gamer of the fps variety , and I find the eircom service to be stable and always on . Previously , I had UTV , and while cheaper , it broke my conkers ping wise .0 -
Jakkass wrote:you forgot magnet btw
im on BT at the minute it was a good service but I'm switching to magnet for perhaps a better service
:eek:
i'll add it now0 -
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pizzahead77 wrote:I'd love to hear from those 6 people that said that they are not happy with Smart's Broadband service.
I've got it and am more than happy with it since I ditched the Aolynx router provided by Smart
Not sure about the 6 before me, but here's number 7's reason for voting un-happy smart customer.
On Monday afternoon, ADSL signal magically disappeared from the line and giving the ISP the benefit of doubt, I patiently waited until the evening to call the customer support line to enquire what’s going on. The tech support guy told me to test with Aolynk modem, without splitter, different socket, different cable and so on to eliminate changes in my end. With no ADSL signal still in sight, I was told that I’d have to wait until Tuesday since the after-6pm crew had no server access. I was told I’d get a callback on Tuesday to give an update on the issue.
Tuesday evening came with no callback so I decided to make the first move and call tech support again before 6pm this time so perhaps someone with server access could look at the issue. I was told the call had been escalated, but the person on tech support line couldn’t give me any more updates or expected time for further updates. I was told I’d be contacted on Wednesday.
Wednesday morning at around 11am I called the tech support line again to see if there were any updates. The call agent seemed annoyed I had called again and told me the call had been escalated any they could not provide me with any updates. He told me to call the faults line instead for updates. I called the faults line immediately and reached an agent that was surprised I had called them… He went to check with his colleagues and told me that someone who knew what the status was would contact me shortly.
Thursday, still no callbacks and I had given up. I didn’t call any line, since there seemed to be little point in doing so. I did got a call back Thursday afternoon from a representative telling me the call had been escalated and asked me to verify the symptoms of the problem to her once more. I asked for an update, but the person didn't know what was going on.
Friday afternoon, no callbacks or ADSL signal I called the fault line once more. The representative told me she could see no updates in the case files and told me that they might need to get an engineer to have a look at the exchange/line. I told her I was very worried if an engineer after 5 days of downtime and “escalation” had not already taken a look at the case. She said she’d look into this and call me back in 30 minutes… After an hour, still waiting with little expectations...
Sorry for the long winded message, hopefully it’ll give you more depth in understanding my "unhappiness" with Smart Telecom than simply stating: “Their technical/customer support agents are disconnected and do not know what the other hand is doing. There is no case ownership and the apparent lack of transparency in the system makes me wonder if anyone who can do something about the problem actually been contacted yet. Support call “escalation” seems to be used to push the ball to someone elses court who can’t be reached by the customer.”.
I can accept extended downtime and I can deal with having to call the ISP every day for updates. However, I cannot accept empthy callback promises and the lack of any kind of case status information from the folks who you can reach.
I firmly believe the only way to judge a service provider is to look at what happens when there’s a problem. Thus I’m worried how the Smart Telecom has acted in this case and what kind of service I can expect in the future. Thus at the moment -- I am not a happy customer.
//edit: so seems my mistake was to go to tech support line... contacted an admin on the support forum and 20mins after the problem was fixed. It's wonderful Smart have these methods of getting to the real admins, and scary how messed up their phone support line us :-). I'll give them the benefit of doubt however in their growth cycle and trust these issues are ironed out in time.0 -
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This discussion has been closed.
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