Wed, 28 Oct 2009
Note: via Blog post (obviously different formatting) and sent by email
Lying in one, lying in all.
That is from Steve Waddington.
I find it telling that what I said in my original post, of all the things there the one you decided to fact-check was the number of emails between us.
And you got that wrong.
What was is you said again?
Falsum in uno, falsum in omnibus? Do you still stand by that statement?
If you have looked at the original complaint, no one asked for anything but information on 'what went wrong'.
It simply noted that fact that payment occurred, and we were disconnected and went on to say "We find the above experience of diconnecting [sic] our service by EXETEL a very poor customer relationship experience."
The response to that could have been: "Yes, that is a poor customer experience. We will look into it and see if we can improve."
Instead we had an accusatory email back commenting, firstly, of the amount of time of the disconnection.
As if someone paying for something and not receiving it for only 1 minute is OK.
The point being missed – we paid for something and we did not receive it.
The point being missed -- this is a poor customer experience
The second email then, falsely, accused us of not actually paying in the first place! Later the individual concerned, after the TIO complaint, clarifies that 'yes', we did indeed pay.
Very telling indeed, then, when you were pointed to my blog entry and rather than pick up on the stratgeic ("we are getting feedback, for free, on how we can improve our processes") you looked at the tactical ("he is lying! How I prove it and thus be happy in ignoring what was said").
As I said, It is easier to hear when your fingers are not in your ears.
Complain to Exetel, get your service contract summarily terminated.
Complain about Exetel, and get libelled publicly.
But I guess when you have 1/6th (163 out of 620) of your complaints related to Customer Service (from the TIO report) and 3% of your own existing customers (from your blog post) complaining, you get the reputation you earn.
ॐ (aum) - what was, what is and what will be, wildfire's musings
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