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andy_f
new user
Reg'd: Tue
Posts: 7
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Re: Ask Wanadoo
Wed Jun 02 2004 11:09 PM
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I'm guessing at this, but I expect why there has been so few questions posted is because Mark has pretty much covered them!
However, I am going to voice my opinion anyway, generally to show some support and to prove there isn't just one disgruntled customer out there.
Quite frankly the customer support is poor. There is a definite case of "the left hand doesn't know what the right hand is doing" and I strongly believe there is poor communication between levels. Staff were blatently unaware of the problem for a long time, as is clear though messages on this forum and others. Why was this? Is there no two-way feedback at Wanadoo? Does the tech support get to talk to anyone to report problems that lie at the feet of Wanadoo? Is tech support just geared to fixing customer problems and not Wanadoo's?
When access to update our websites was denied nearly 6 weeks ago on Monday April 26th, why it not publicly announced via email etc, and also published on the FTP mysite page that we could not access our sites until three days later on the Wednesday? I tried everything to find out what the problem was by navigating through the freeserve site. It was only when I accidently clicked on "register" that I was told that I could not register or update my site because of essential server maintenance. Even then, it was only on the Saturday that I could access my website to update it, and that was via the online FTP, rather than terrapin. Although this lack of access was a minor irk for me, I imagine it was major headache for businesses who wanted to make important updates. Could Wanadoo spare some courtesy and warn us all in future if it is going to prevent us accessing our websites?
And finally:
Can you justify what is essentially a premium rate helpline for what is not a premium rate service?
Regards
Andy
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