Saturday, December 06, 2008

Promises, promises ...

In my quest to unfortunately come across the most hopeless companies in the world, I've found a new contender to the throne of the most disastrously hopeless. This is a company who's service or product is in my opinion more shoddy than Mercedes. Step forward ... Tiscali.

Ok, now I was asking for the impossible. I was asking for them to transfer my "superfast, reliable broadband" from one house to another. What I got was a superslow, unreliable service. If this broadband was a car it would be my old A-Class Mercedes.

So, here's the story:-

5th Nov : told by Tiscali that our broadband would be transferred in 10 working days.

12th Nov : phoned Tiscali, to check on progress. I was told that they had ordered the broadband for the old address. They apologised and said they would get it sorted.

19th Nov : no broadband, phoned Tiscali. I was told that they hadn't re-ordered the broadband as they had to wait for the old order to elapse. They said they would call back shortly and give me an update. They never called back. I phoned again and was told that the broadband was going to be connected on the 27th. I was assured that this was a confirmed date and this time it would happen.

27th Nov : no broadband, phoned Tiscali. I was told that there was a technical fault with BT and they were liaising with BT to get it sorted. The order was apparently placed yesterday but they said it would be completed on the 5th Dec. I corrected them on the date of order. I asked for the name of the person I was talking to which I received the immortal line "Sorry we're not allowed to give you our names because of the Data Protection Act". Wow, that's a new one.

... slowly, I'm started to get tired with this nonsense ...

27th Nov decided to double check the earlier story with Tiscali. New story found. Apparently the order hadn't gone through for 5th Dec. Talked to supervisor, apparently there was a problem with Tiscali's computer systems; it kept on putting orders into an error state. The system was telling him the order was only placed yesterday, however he fixed the problem and the order was now placed. He would call if there was any further problems and he said it wasn't BT's fault.

6th Dec : no broadband, phone Tiscali. Apparently there was a problem with BT and the order would be completed on the 19th December which seeing the order was placed only yesterday .... here we go again.

So from my view Tiscali blames other companies for its own faults, makes promises it doesn't keep, has problems it doesn't get sorted, completely fails to deliver its service and even its staff tell porkies - can't give a name indeed! Well, that's got to be more utterly hopeless than Mercedes.

Fortunately, I separately ordered cable broadband from Virgin which was done and installed in less than three days - thanks Virgin! The one last problem I have is to go through the task of cancelling my Tiscali account and getting them to refund the cash they owe me. I suspect that this is going to be painful.

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