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Hanging on the telephone. (Read 1,964 times)
mikeinnc
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Ofcom - quis custodiet
ipsos custodes?

Posts: 225
Perth Western Australia
Gender: male
Hanging on the telephone.
Apr 21st, 2007 at 3:55am
 
From Saturday's Daily Telegraph - see:

http://www.telegraph.co.uk/opinion/main.jhtml?xml=/opinion/2007/04/21/dl2102.xml

Quote:
British Gas has admitted that its customer service performance is "not in a place where we want it to be". Thousands of its customers, meanwhile, are definitely in a place where they do not want to be: sitting with a phone stuck to their ear, listening to tinny music and endless assurances that help is on its way.


Quote:
Yet firms are constantly insisting that "we are experiencing an unusually high volume of calls at the moment" - which, if it happens day after day, must be some sort of lie.

And then, once you get through, there is the joy of talking to a succession of people, each of whom asks for the same information. Meanwhile, the company thoughtfully punctuates the process with mind-numbing loops of songs belonging to the genre ironically known as "easy listening".


The article singles out British Gas, but it is a great pity that the author didn't look a little deeper into the underlying cause of this irritation. Of course they keep you hanging on and listening to tinny music - they are stealing money from you whilst you sit and fume!

Perhaps some of the regular posters to this site would like to add a comment to the Telegraph story? It might even start them investigating the greatest telephone rip-off in the 'first world'!
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