Making the switch to local gets Jenna connected easier
For the past month, I have been living the good, the bad, and the ugly!
The "good" was Diss Business Forum's Green Event, which promoted the best of local goods and services.
I took that to heart during the "bad and ugly".
The following is offered as both a cautionary tale and a tip for those who have experienced similar frustrations.
While my story involves my broadband supplier, it can apply to almost any large service provider today.
After three months dealing with a call centre in foreign parts, which refused to sort a major issue, I had reached the end of my tether.
This was deja vu as, several years ago, I needed to have a broadband line set up and dealt with a household name that shall remain anonymous.
That, too, involved three months of agony, before I took direct action, firing off an email to the chairman and entire board of the organisation.
Within an hour, I had a call from the chairman's office and my problem was sorted. In the current instance, I reached the chief executive's office. Guess what?
Again, problem sorted in an hour, along with compensation and a hearfelt apology.
Why must it come to this? Perhaps, because we don't insist on being treated as valued customers. My advice: Don't just sit back and bleat…Fight for right!
This week my broadband contract was up for renewal and the thought that, should anything go wrong again, I would be at the mercy of the scripted call centre staff, made me shiver.
Instead, I found a fairly local company that delivers superb service and has people with whom you can speak virtually 24-7.
I switched (having ensured a smooth transaction by ringing the executive who had previously helped, thus avoiding our overseas friends) and, lo and behold, I entered a parallel universe.
I cannot believe I put up with this for so long. If you have an issue, don't be put on hold.
Go to the top… and go local.
On a happier note, enjoy the Carnival this weekend. Look out for the DBF float… Give us a wave for moral support!.
Jenna Cox, managing partner of Articulate HLC, web and graphic design, marketing and PR agency, is a DBF member.
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Weather for Diss
Thursday 02 September 2010
Today
Sunny spells
Temperature: 9 C to 19 C
Wind Speed: 12 mph
Wind direction: South east
Tomorrow
Sunny spells
Temperature: 9 C to 18 C
Wind Speed: 9 mph
Wind direction: North east
