Talk-Talk get Worst Customer Service Award again!

The Daily Mail has found that more at least one in four votes in its Wooden Spoon awards went to the UK Telecoms company Talk-Talk, winning the not-so-coveted award for a second year.

It’s the first time a company has received the award in consecutive years, as Daily Mail and Money Mail state, “Winning the award is usually an incentive to get better”.

That said, taking a look at the comments – both on the Daily Mail page and elsewhere on the internet, it isn’t that difficult to find horror stories about this company – and its at times shocking treatment of people, their homes and their focus on money rather than customer satisfaction.

I will also admit, I tried Talk-Talk for six months. My phone kept cutting out. My internet connection became unstable and mostly unusable. I even discovered they were charging me for my internet that was being provided by a completely different company, as they didn’t have the coverage to provide me with a steady broadband line.

In October, I decided enough was enough and I dropped them. I went back to BT – itself not known for great customer service, but known for reliability. And that means most to me – if I don’t have to call anyone, I don’t really want to. So knowing that I can get things done on the internet, or knowing that the line will be stable and steady, gives a better feeling than being told you have to spend four hours on a line charging you 20p a minute to get anything done.

Talk-Talk is symptomatic of the deregulation of the telecommunications industry here – a company with such an appalling track record can continue to be given a licence to operate within this country is shocking, if not embarrassing. And Talk-Talk have been aggressively swallowing up rivals in a way that BT would never be allowed to – it has become a monster, a bloated and twisted mess of a creature that may once have provided an alternative to the likes of BT, but now sadly has done too much harm to be allowed to survive in its current form.

In August, Talk-Talk and its subsidiary, Tiscali, were fined £3 million for incorrectly billing tens of thousands of people. Clearly, I was inclusive in that number but still wouldn’t be told this for another six to seven weeks.

Companies have suffered for doing far, far less than Talk-Talk. It therefore needs to gut its entire customer service unit and start again, or accept that it has no place in the market.

Regardless of how cheap they make themselves. Because you always get what you pay for…

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2 Responses to “Talk-Talk get Worst Customer Service Award again!”

  1. i totally agree with the above. The Customer services of Talk Talk is abysmal. I have had 2 'threatening' calls in the past month to pay "overdue" bills. I have had a Direct Debit set up with Talk Talk for several years. When I told Talk Talk this, they said if I did not pay my overdue bill there and then, by Credit Card…my phone might be cut off. So I paid. The following morning went to my local Nat West Bank, who told me that Talk Talk had not collected the money from the Direct Debit..that was still on going. So on a Friday night I was forced to pay £92 by Credit Card, which I did not want to do.

    To-day I had yet another call from Talk Talk telling me I had to pay overdue money by Credit Card…when I after 20 mins of waiting and dreadful "music", was transferred to a 4th person, I said I was not going to as my Direct Debit was still on going..and the bill in question was not due to be paid till 3/2/12 I could barely understand the people from Asia that were calling me..and they just kept repeating over and over the same stupid threat…that I owed money. They did not understand what I was saying. In the end I got so exasperated, that I put my husband on the phone to explain that our D/D. was still in place and we owed nothing. Eventually after 1/2 an hour of wasted time Talk Talk agreed that the D/D was still in place and the money would be taken from our account on 3/2/12

    WHAT A WASTE OF EVERYONE'S TIME !!!!WHY ON EARTH CAN'T TALK TALK HAVE A CALL CENTRE IN THE U.K.,WITH PEOPLE WE CAN UNDERSTAND?

    I AM SERIOUSLY THINKING OF MOVING MY PHONE AND BROADBAND TO SKY…AS TALK TALK MAY 'TALK THE TALK'…BUT CERTAINLY DON'T LISTEN TO THEIR MILLIONS OF CUSTOMERS…AND I CERTAINLY DONT NEED TO BE THREATENED TO PAY MY BILL BY c/c AT THEIR WHIM. WHENEVER THEY CHOOSE TO CALL ME!

  2. Kami says:

    Another sad tale of Talk Talk.

    I completely agree about call centers posted abroad though, although perhaps I shouldn't as I am very good friends with a Telecomms Engineer who makes a good living from building, refurbishing and updating call centers across the world.

    A few years ago, I used to be able to have a wonderful conversation with call center staff whilst waiting for their systems to churn out the usual information. We'd talk about the news, the weather, as a gamer many of them would even ask what I was playing at the time, what I was doing, and whether it was worth buying.

    Now, of course, it's increasingly difficult to understand what they say, let alone have a half-decent conversation with them. Plusnet is one of many new providers priding itself on British call centers with friendly staff. As they are quite new, time will tell if this turns out to be true.

    But I'd love it to be the start of something wonderful. I have nothing against foreign call centers (please don't hit me Leo no no ow not the face!) – but they should be able to fluently converse in the language of the country they deal with.

    That is the real crux of the issue. And it bothers me.

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