Darren Singleton

My Customer Service Experience

Although the issue has now been fixed, I thought that it would be a good idea to address my lack of online activity over the last three weeks.

The reason was a dodgy router and an uninformed “customer services representitive” at AOL who told us that a new one would be sent out to us and should arrive within ten working days.  After waiting the ten working days (plus a further two), I gave their customer service department another call – at which point I was told that we were not entitled to a new router as the warranty had expired on the one that we had been using. Why we were not told that in the first place, or been made aware of the issue when it was discovered at their end and the dispatch of a new router was cancelled, I do not know.

Contacting a customer when there is a problem with an order should be a fundamental part of customer service and I was shocked that even though we were paying for a service, it was not being delivered.

After a backwards-and-forwards battle about the service we had recieved I was put onto the phone to a senior member of staff, who happened to solve the problem in a matter of minutes.  After waiting four days (not even working days, this included the weekend) a brand new router arrived and due to the messing around that we had experienced, we are now paying £5 per month less for the same package and we are no longer tied in to any contracts (we were in an 18month contract prior to this event).

Overall, I was dissapointed in the service that I had received and was 90% positive that we were going to move to a different provider.  However, the resolution given to us was too good to miss out on and if it doesn’t work out, we have no contract to fulfill and can leave at any time.

Have anybody else ever had a similar experience and everything turned out for the better?