Comments on: Good and bad customer service I’ve experienced recently http://andymerrett.co.uk/2006/05/20/good-and-bad-customer-service-ive-experienced-recently/ Reflections on work and life Thu, 23 Jul 2009 05:39:22 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: mary http://andymerrett.co.uk/2006/05/20/good-and-bad-customer-service-ive-experienced-recently/comment-page-1/#comment-94860 mary Fri, 15 Aug 2008 17:00:48 +0000 http://andymerrett.co.uk/andymerrett/good-and-bad-customer-service-ive-experienced-recently/#comment-94860 hi i too have been having problems with this company.i applyed for internet, but when i recieved my modem equipment to activate to the internet, was unable to do so, i tried several times and even phoned tecnical help line, but they was unable to help. when i contacted toucan about this problem they told me to upgrade my computer. equipment that was sent was not compatable with my computer and so i sent it all back within 7 days of recieving them. they are still sending me threatning bills from last year that i owe them 284.30 for a years internet service. even though i explained to them and had cancelled with them, i would still have to pay. why sould i pay for a service that i never recieved, went with talktalk and was able to connect straight away with same computer as before. has anyone else had same problem. i am well within my rights not to pay them,am i? hi i too have been having problems with this company.i applyed for internet, but when i recieved my modem equipment to activate to the internet, was unable to do so, i tried several times and even phoned tecnical help line, but they was unable to help. when i contacted toucan about this problem they told me to upgrade my computer. equipment that was sent was not compatable with my computer and so i sent it all back within 7 days of recieving them. they are still sending me threatning bills from last year that i owe them 284.30 for a years internet service. even though i explained to them and had cancelled with them, i would still have to pay. why sould i pay for a service that i never recieved, went with talktalk and was able to connect straight away with same computer as before. has anyone else had same problem. i am well within my rights not to pay them,am i?

]]> By: D Snape http://andymerrett.co.uk/2006/05/20/good-and-bad-customer-service-ive-experienced-recently/comment-page-1/#comment-35100 D Snape Wed, 21 Nov 2007 10:17:55 +0000 http://andymerrett.co.uk/andymerrett/good-and-bad-customer-service-ive-experienced-recently/#comment-35100 Re: Bad Service I recently had severe problems with my ISP - Toucan Residential Ltd ( Toucansurf part of Tiscali). Although I tried to be reasonable with this company, their continuing attitude and ineptitude has forced me to take further action. Currently I am receiving threats from debt collectors, although my bill has incorrect charges on and is under dispute and passed to the ombudsman. Browsing though forums and broadband comparison sites, I realised how many peoplehad been stung by Toucan. Toucan has a very aggressive debt recovery team, they had me in tears and tearing my hair out on a couple of occasions as they don't understand the simple words "the bill is incorrect and under dispute". Even when one bill was corrected and I reset up a direct debit, which was shown with a date and the payment due to be taken, they still threatened me for non-payment and tried to disconnect my service. I've heard from other people who have faced similar problems with them, most typically pay and try to move on, because the debt collection phone calls/emails/letters do not stop and they can't take the stress. This isn't a whine about poor speeds and minor inconviences caused by techincal problems, this is the fundamental question of how to fairly treat customers. That shouldn't include harrassment and threats when there are issues on the account. Along with some of the people I've talked to about this we have set up a webpage to highlight these problems with Toucan, perhaps if we can get OFCOM to take action against one company, maybe its possible that other ISP's using the same tactics may reconsider their position as well. Perhaps the broadband market in the UK could be a fairer place and provide better customer care. Please take a quick look at the site and let us know what you think. If you have a newspage or newsletter for broadband matters could you consider mentioning our campaign: 'www.toucansucks.org.uk is the home for the campaign for fairness to Toucan customers. Toucan Residential Ltd have a reputation for poor service and aggressive debt chasing, we are highlightling these problems to try and get Toucan to alter its policies. If enough people tell us their Toucan stories we will pass a petition to OFCOM and to the Office of Fair Trade, showing how this company is treating its customers. Perhaps if we can get OFCOM to stamp down on the scare tactics of one company, other ISP's may be forced to improve their customer service stance as well. ' Any help you can give in this matter would be appreciated. Regards D Snape www.toucansucks.org.uk Re: Bad Service

I recently had severe problems with my ISP – Toucan Residential Ltd ( Toucansurf part of Tiscali).
Although I tried to be reasonable with this company, their continuing attitude and ineptitude
has forced me to take further action. Currently I am receiving threats from debt collectors,
although my bill has incorrect charges on and is under dispute and passed to the ombudsman.

Browsing though forums and broadband comparison sites, I realised how many
peoplehad been stung by Toucan. Toucan has a very aggressive debt recovery
team, they had me in tears and tearing my hair out on a couple of occasions as
they don’t understand the simple words “the bill is incorrect and under dispute”.
Even when one bill was corrected and I reset up a direct debit, which was
shown with a date and the payment due to be taken, they still threatened
me for non-payment and tried to disconnect my service.
I’ve heard from other people who have faced similar problems with them,
most typically pay and try to move on, because the debt collection phone
calls/emails/letters do not stop and they can’t take the stress.

This isn’t a whine about poor speeds and minor inconviences caused by
techincal problems, this is the fundamental question of how to fairly treat customers.
That shouldn’t include harrassment and threats when there are issues on the account.

Along with some of the people I’ve talked to about this we have set up a webpage
to highlight these problems with Toucan, perhaps if we can get OFCOM to take action
against one company, maybe its possible that other ISP’s using the same tactics
may reconsider their position as well. Perhaps the broadband market in the UK
could be a fairer place and provide better customer care.

Please take a quick look at the site and let us know what you think.

If you have a newspage or newsletter for broadband matters could you consider mentioning our campaign:

‘www.toucansucks.org.uk is the home for the campaign for fairness to Toucan customers.
Toucan Residential Ltd have a reputation for poor service and aggressive debt chasing, we
are highlightling these problems to try and get Toucan to alter its policies.
If enough people tell us their Toucan stories we will pass a petition to OFCOM and to the Office of
Fair Trade, showing how this company is treating its customers. Perhaps if
we can get OFCOM to stamp down on the scare tactics of one company, other ISP’s may
be forced to improve their customer service stance as well. ‘

Any help you can give in this matter would be appreciated.

Regards

D Snape
http://www.toucansucks.org.uk

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