This post contains the text of s summary of my run in with The Times subscription and customer services departments.
Dear Sirs,
Please read this message and do something about it this time.
I posted this on your Facebook page just now as you have been impossible to deal with. Since you have taken money from me under false pretences, you have made this a serious matter now, not just an inconvenience.
"In The Times tomorrow ... how would I know? Try subscribing online and this is what you get. Sign up and complete the direct debit details. Finished? No, they will write and say your email is not registered on their system. They advise you to call them or try again. I wrote and said I am abroad for several weeks so cannot call ... why not call me on +... ... Ignored. I tried to sign up again this time as I typed my email address it said, are you XXX, in that case we'll fill in your details for you and they did. Was I now a happy subscriber? NO! They wrote and said my attempt to subscribe had failed and they had looked through their entire database and my email address is not registered. Call them or try again they repeated. In the end I subscribed for a month on the iPhone from the Apple Store. Happy now? NO! the App keeps crashing and yesterday after a crash, a deletion and reinstallation I am now "enjoying" a 30 day free trial ... I am getting no service for my money. Anything else? YES! I found out yesterday that they have taken money out of my bank account via the direct debit that couldn't possibly exist in their database. Is that the end then? NO! I wrote to them yesterday and asked for action. They ignored me. I wrote again and suggested that since I have received no services for my money AND they are seemingly misleading me, they might be guilty of fraud or theft. So that worried them then? Not a bit of it. I have heard nothing. So, this message comes with the clear warning that The Times has the worst customer service people I have ever come across: no exaggeration. This comment will probably be deleted but I will put it here and there and on my blog so that it can be seen for eternity!"
DW
1 comment:
I would dismiss their CUstomer Services Director as it became clear to me that there are no procedures for dealing with problems. In the end i called them. Automated answering service with five otions but jone of them has anything to do with dispute resolution. When i got a chance to explain my story, their reaction was simply one of dealing with the money they stole. They were floored by everything else.
I was bounced around four or five different departments over 20 minutes.
In the end i got what i wanted!
Yesterday, i got an email in response to my problems ... 5 days or so late. They apologised and said they'd reset my password ... That would solve everything. I didn't need that gelp any more and when i checked, they had not changed my password at all.
Hey ho!
DW
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