Customer Service (or rather lack of...)

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.