Shocking English customer service!!
I am disappointed this has to be first post!
I contacted your english service by phone (1004). I was connected to as lady calle Irina/Erena. I am unsure of her exact name as she did not give it to me when I asked. I wanted to move my fixed line broadband to a new address. Santa Cruz de Tenerife to Abades on the same Island. Its only 40km from my current address. She told me that that I would have to cancel my current internet service and pay for the remainder of the contract 5 moths in total. I would then have to start a new contract. This makes no sense what so ever! She was very rude when I asked her how could this be. She said that was the way it was. I explained to her this was crazy. She got very rude and told me that this was the way it was and if I didnt like it I could go to another provider. She was very aggressive and kept talking over me. She said she could not continue the call. I asked to speak to her manager and she said NO that she made the call and I couldnt talk to the manager. She then hung up the phone. I am shocked at the customer service I have lived in many countries and never had service as poor. I worked in a very big telecommunications company in Ireland and I know that this level of service is unacceptable. All I wanted to do was move my service from one house to another. I then rang back and was given what I was told was a manger. I could not hear her as the line was very poor. I asked her to call back she did not! I called 4 more times to be put on hold and no one spoke to me so I hung up. I eventually spoke to a very helpful lady Susanne Schmidt who works in the mobile phone department who was everything I expect from customer service. She has left a note for someone to call me. This level of service from Irina has put me off your company and I will be advising any of my friends who are thinking about getting an internet provider that your company might not be a good idea. All I can say is shocking!!
