Customer Service (or rather lack of...)

ducky22 · Feb 05, 2009, 18:42:03

I came to IDNet after 2 weeks with UKOnline. I'd moved from Zen (who I could not fault in the 2 years I was with them) to UKOnline in hope of faster speeds. Unfortunately that didn't happen and the network was terrible. I saw an advertisement for IDNet on adslguide.org.uk and noted they were running a 1 month free promotion with no contract. I decided I might as well give them a shot as I had heard some great things.
Right away after moving I was exceptionally happy. The service was fast, reliable and had very low latency. I upgraded to the supermax product after only a short time. Back then they were as good, if not better than my previous provider Zen.

No one can deny that IDNet was ONCE a phenomenal ISP. This is no longer the case.

Unfortunately... In the last 3 months the service has gone downhill.

1. Regular slow downs (documented from many users on the forums)
2. Regular High latency/pings (documented from many users on the forums)
3. Frequent disconnections (documented from many users on the forums)

Even today, I'm seeing exceptionally high latency.

Last week we half of the customer base was cut off because they added a route incorrect. Plan then test... It isn't that hard.

I wise man (Gandhi) one said...
"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so."

Now of course the above statement isn't specifically about an ISP but is about customer service and that relates to all industries. I've always believed in the statement. No matter what, the customer IS always right. In my own work, no matter how much my client(s) may drive me crazy, I would never be rude.

Imagine my astonishment when I received a very aggressive, bordering threatening, PM from one of IDNet's Directors, Simon Davies, known as simon_idnet on this forum.

Unfortunately due to the rules of IDNetters, I am unable to post my screenshot here. My previous post which contained it was removed (fair enough Rik I understand it is a written rule that PMs are private). I have therefore made a post over at thinkbroadband.com in the IDNet section. This has the screenshot.

It was an utterly unacceptable message and especially so because it came from a senior member IDNet. Every complaint and statement I have made on this forum is factual. IDNet have cocked up regularly recently and it is entirely their fault.

I did give Simon a call but unfortunately I got his voicemail. I'm sure he can dig up my number in their database should he wish to "discuss" my complaints. I have the balls to voice my dissatisfaction.

I am in the process of migration back to Zen. I am disappointed as I had high hopes for a long relationship with IDNet. But in light of what was said, there is absolutely no way I will put another penny in IDNet's pocket.

Rik · Feb 05, 2009, 18:43:48

I understand how you must feel, Ducky. I can't even begin to explain what has happened.

Sebby · Feb 05, 2009, 19:30:03

Nor me. Certainly there have been issues of late, but I guess it's just been a particularly bad week for IDNet.

ducky22 · Feb 05, 2009, 19:32:27

Quote from: Sebby on Feb 05, 2009, 19:30:03
Nor me. Certainly there have been issues of late, but I guess it's just been a particularly bad week for IDNet.

Perhaps but that is absolutely not an excuse to talk to a customer like that.

Sebby · Feb 05, 2009, 19:32:57

Agreed.

Simon_idnet · Feb 05, 2009, 19:53:39

I did type that and I should not have. After a particularly stressful episode, valid criticisms were made and yet I took them personally. I should not have and I apologise for reacting the way I did.

We are working very hard to fix the problems that we've had over the past week. We are confident that we will.
Simon

Rik · Feb 05, 2009, 19:54:11

Thanks, Simon.

Myst · Feb 05, 2009, 20:12:11

I take it this issue is still going on, over the last few days my gaming is lagging all over at times. It will run fine for anywhere from 10-30 mins then i get lagg for the minimum same timescale sometimes longer making it virtually unplayable!

Rik · Feb 05, 2009, 20:20:49

There seems to be a problem from about 16:30 onwards, Myst. If you can add any ping graphs or data to the thread, that would be helpful. It's here.

davej99 · Feb 05, 2009, 22:22:51

Dropped by Dave.

Simon · Feb 05, 2009, 22:27:08

I think, as Simon has apologised publicly, there's no real need to discuss this particular exchange of words much further, so for the sake of both of the people involved, could we let it drop, please?

golden · Feb 05, 2009, 22:53:31

Although I have been extremely unhappy with the quality of service lately (being an avid gamer) I do feel that IDnet are one of those ISP's that will ensure things get sorted out. And I hope they do.

These comments by Simon dont bother me much, we are all human.

good luck with Zen Ducky

Dopamine · Feb 05, 2009, 23:32:44

Simon's comment was foolish, but we all make mistakes; who remembers Gerald Ratner's? Fortunately Simon's is unlikely to cause anything like the damage that Ratner's did.

Personally I feel that IDNet's customer service is too reactive. Problems arise, disgruntled customers post complaints, eventually IDNet comments. If IDNet made earlier, more frequent announcements of service issues, not only could they word them in a way that helped IDNet, but many of the complaint threads here wouldn't be able to gain momentum.

Sebby · Feb 05, 2009, 23:39:36

Quote from: Simon_idnet on Feb 05, 2009, 19:53:39
I did type that and I should not have. After a particularly stressful episode, valid criticisms were made and yet I took them personally. I should not have and I apologise for reacting the way I did.

We are working very hard to fix the problems that we've had over the past week. We are confident that we will.
Simon

Can't say fairer than that. Thanks, Simon.

Simon · Feb 06, 2009, 00:29:05

Quote from: Dopamine on Feb 05, 2009, 23:32:44
Simon's comment was foolish, but we all make mistakes; who remembers Gerald Ratner's? Fortunately Simon's is unlikely to cause anything like the damage that Ratner's did.

Personally I feel that IDNet's customer service is too reactive. Problems arise, disgruntled customers post complaints, eventually IDNet comments. If IDNet made earlier, more frequent announcements of service issues, not only could they word them in a way that helped IDNet, but many of the complaint threads here wouldn't be able to gain momentum.

I won't argue with that, Dopamine. I can't help thinking that perhaps they could benefit from one or two more members of staff, as human resources do seem stretched during a crisis.

Lona · Feb 06, 2009, 04:46:50

I replied to this thread but it seems to have been removed. I have found this a few times on the forum.

I won't repeat my post but all I said was that Zen was better than Idnet.

Simon · Feb 06, 2009, 07:17:39

I say you post, Lona, and can see no reason why it should have been removed, but I'll check with the others.

JB · Feb 06, 2009, 07:52:16

During the current problems I have been looking around. I don't plan to move but just want to know what other providers are suitable.

I checked the Zen section on ThinkBroadband and find quite a lot of unhappy campers. Their criticisms seem to range from withdrawl of their binary news server, poor value for a premium charge and especially a slow down of their network and increased pings after 4.00pm in the afternoon. Sounds familiar.

The grass may not always be greener.

Steve · Feb 06, 2009, 08:34:59

Quote from: Dopamine on Feb 05, 2009, 23:32:44
Simon's comment was foolish, but we all make mistakes; who remembers Gerald Ratner's? Fortunately Simon's is unlikely to cause anything like the damage that Ratner's did.

Personally I feel that IDNet's customer service is too reactive. Problems arise, disgruntled customers post complaints, eventually IDNet comments. If IDNet made earlier, more frequent announcements of service issues, not only could they word them in a way that helped IDNet, but many of the complaint threads here wouldn't be able to gain momentum.

I totally agree

Captain K · Feb 06, 2009, 09:08:28

Worth commenting I think that on the 2 occasions I've had cause to phone IDNet I've never had a script read at me, and the person I was speaking to knew exactly what they were talking about. I lost count of the number of times I spoke to Tiscali's customer service and try as I might, I could never, ever get them to deviate from the script. On their service forum, I was apparently given a "ticket", and told "there is no timescale for resolution".

I agree that IDNet could help their PR by being more communcative in terms of service problems and what is happening to fix them, but unlike other ISP's I'm sure many of us could name, they are clearly making big efforts to provide the best service they can. With that sort of approach, I can forgive a lot.

Rik · Feb 06, 2009, 09:40:55

Quote from: Simon on Feb 06, 2009, 07:17:39
I say you post, Lona, and can see no reason why it should have been removed, but I'll check with the others.

It was removed because the original post broke forum rules, and I couldn't leave Lona's post behind in isolation.

Simon · Feb 06, 2009, 09:56:10

Ah, OK.

trophymick · Feb 06, 2009, 11:03:51

Quote from: Captain K on Feb 06, 2009, 09:08:28
I agree that IDNet could help their PR by being more communcative in terms of service problems and what is happening to fix them, but unlike other ISP's I'm sure many of us could name, they are clearly making big efforts to provide the best service they can. With that sort of approach, I can forgive a lot.

Well said

I have been with IDNet for a very short time, but in that short time they have resolved more issues (for me) than Tiscali did in four years

Unfortunately spitting dummies out resolves nothing (this is not directed at anyone in particular

) and more often than not, makes things worse. Let the people at IDNet get on with sorting the issues out, and if YOU are not a happy bunny, get in touch with them, it's good to talk, oops wrong provider

DarkStar · Feb 06, 2009, 11:04:29

Quote from: 6jb on Feb 06, 2009, 07:52:16
During the current problems I have been looking around. I don't plan to move but just want to know what other providers are suitable.

I checked the Zen section on ThinkBroadband and find quite a lot of unhappy campers. Their criticisms seem to range from withdrawl of their binary news server, poor value for a premium charge and especially a slow down of their network and increased pings after 4.00pm in the afternoon. Sounds familiar.

The grass may not always be greener.

I don't plan to move either but I do keep an eye on other forums such as Think Broadband and Zens own forum out of interest and no, the grass isn't greener on the other side, more so when you are on a long(ish) line like many are with no hope of ever getting an LLU provider. Just have a look at the Enternet forum, You could go to Fast but again they may not be all you are led to believe

(personal experience)
Yes, it would seem that things could have been handled better as regards to keeping people informed but would you have preferred staff were dealing with that or trying to get the connection/ping problem fixed. I personally had no problem with my high pings because I do not game, I understand the frustration for people who do - but we do not know exactly what went wrong, some of it was obviously down to bad luck. With all the discontent I see on so many fora I cannot help wondering if people expect too much today, not just with computer / ISP side but with life in general. "I want it and I want it now" - got to wait for it

People are so impatient and quick to complain and kick up a fuss, how much better if they could just pause for a moment and say to themselves "What would I do in this situation, how can I best help". I know one thing, I wouldn't have wanted to working at IDNet this week.
After all, it was hardly a life threatening situation was it. Can't game - do what i did when my connection went down for half an hour yesterday, go and make a cup of tea and read the paper, read about people who have real problems in their lives. When you or your close family are stricken with life threatening problems, thats when reality kicks in and you realise what is really important and what is not.

Right, rant over, got a bit carried away there

Ian

Rik · Feb 06, 2009, 11:08:54

I think the problem, in part, Ian, is that we have got so used to IDNet being totally reliable that when things go wrong we feel 'hurt'. It's the downside of having a small and personal ISP. Things will get sorted, I am sure, and hopefully lessons will be learnt - but the post mortem will have to wait until the problems have been dealt with.

Ray · Feb 06, 2009, 11:15:02

Good post, Ian, agree with all you say, I'm sure it will all be sorted out satisfactorily in the end.

Simon · Feb 06, 2009, 11:19:37

The pathologist will certainly be busy for a few days!

davej99 · Feb 06, 2009, 11:31:01

Quote from: DarkStar on Feb 06, 2009, 11:04:29..... Right, rant over, got a bit carried away there .....

I would not say that was a rant, Ian, quite the reverse. You are right though. The technology is fragile and expectations are unrealistic. I would add that folks seem to find it hard to express their frustration without going beyond good manners, especially from behind the cloak of anonymity. This is undignified and counter-productive.

Many of the problems expressed in this forum are often self-inflicted or the nature of todays broadband technology. I suggest IDNET do an exceptional job of hand-holding and helping customers through them. Some problems are of course down to IDNET, and we have just had a bad run of examples. But the company does admit its faults and acts to prevent them.

I do not care for the real in-your-face rants we see posted here from time to time. Being a customer does not come with a right to get ripped into a supplier on a forum without the common courtesies one might show face to face.

Sebby · Feb 06, 2009, 13:53:37

Well said, Dave.

MarkE · Feb 06, 2009, 21:18:13

Quote from: DarkStar on Feb 06, 2009, 11:04:29
Can't game - do what i did when my connection went down for half an hour yesterday, go and make a cup of tea and read the paper, read about people who have real problems in their lives. When you or your close family are stricken with life threatening problems, thats when reality kicks in and you realise what is really important and what is not.

Right, rant over, got a bit carried away there

Ian

I think you will find that most cases have not been just a case of 30miutes of disconnection but totally unplayable full stop at most peak times,I have a father with diabetes and a brain aneurysm I have a brother who is autistic.So I do realise what is important,it is also nice to be able to let off some steam and be able to game competitively.

As Rik says it is the case of Idnet being so reliable that makes people equally cut up when it all goes very pear shaped,a lot of the time with isps when it is all running smooth you do not hear
too many compliments,but as soon as something goes tits up,the complaints flood in.

I migrate next Thursday,but prior to the problems Idnet have faced recently,it has been a hell of a good smooth ride and one that I would consider to take up again in the future.

Lance · Feb 06, 2009, 22:27:21

Good luck with your migration, Mark. May I ask who you are moving too?

davej99 · Feb 06, 2009, 22:51:34

Quote from: MarkE on Feb 06, 2009, 21:18:13I migrate next Thursday,but prior to the problems Idnet have faced recently,it has been a hell of a good smooth ride and one that I would consider to take up again in the future.

That's a pity. It has been bumpy for gamers just recently. All ISPs have off periods, but typically IDNET seems to take problems very seriously and the managements appears to get really involved. Personally I would give them the chance to implement the fixes because they value our business and seem to listen to individual complaints. Meantime, lets hope we see you back with us again soon.

MarkE · Feb 06, 2009, 23:10:52

Agreed mate,if i didnt have nations cup matches i would have gladly seen it through.I will only be on a monthly contract with my new isp,so may migrate back,I mean as for Simon Davies,he returned my call that i left him and was most apologetic and sincere as well as informative regarding the current problems,I cant say fairer then that.

Simon · Feb 06, 2009, 23:15:30

You can't indeed, Mark, and you'd always be welcome back.

ducky22 · Feb 09, 2009, 18:10:17

I spoke with Simon from IDNet earlier today. I feel I got a genuine apology from him rather than just the "official" one. I get the impression it was an exceptionally bad for him when he sent the message.

Thank you for the apology Simon. I also appreciate the update on what has been happening and am going to give IDNet another week or two before moving (if still necessary...).

Rik · Feb 09, 2009, 18:15:15

That's good to hear and good of you to say, Ducky.

Sebby · Feb 09, 2009, 19:17:13

Yep, very good to hear.

davej99 · Feb 09, 2009, 19:29:33

Quote from: ducky22 on Feb 09, 2009, 18:10:17
I spoke with Simon from IDNet earlier today. ......

Good to see a positive outcome. Credit to them both.

Rik · Feb 09, 2009, 19:30:23

Indeed.