I’m going crazy with this.
On the morning of January 25th, the day after signing the contract on my new apartment, I called Movistar to arrange a transfer of service, including landline, internet and television (Imagenio). I know I did this because I have proof – the reference number they gave me (11193S). Since then it’s been a bloody nightmare and I’ve lost not only valuable work time but also HOURS of my life calling and calling these people to get them to keep their word. Which was… that at most the transfer would take two weeks because it included the television service. We are now going on week four and, while they did finally come a week ago today to install the internet, I am still without any television service. And I am furious at the way I’ve been treated.
So I got on Twitter and the people handling the Movistar tweets there have assured me that my order has been prioritised – the order I was told this morning didn’t exist (!!!) – and that my service should be installed today. Well, it’s going on 3.00pm and I still haven’t heard from anybody.
Meanwhile, my ISP has weirdly blocked one website. I cannot access it from either computer at home, either using the router or my iPhone as a modem. But everyone else can access it, and I had no problem when I tried the computers at the gym the other day. So clearly an ISP problem. But after more than half an hour on the phone today talking to this and that technician I was put on hold yet again… and then my call was disconnected!! And nobody has called me back.
I am borderline hysterical thinking about this. The screw up with the transfer of my phone line, internet and tv service is compounded by the shitty way I am being treated every time I call them. And now for two weeks I haven’t been able to access a website that I am supposed to be working on. There is a glimmer of hope that the twitter connection is going to come through, but time is already running out on today…
Sounds very like my Gas provider, who, after they corrected my estimated bill, tried to charge me for late payment of an amount I didn’t actually owe them…
God, I thought Verizon was a pain.
One of the other services here, Comcast, had a 76 year old woman come into their offices a few years back and start smashing up phones and keyboards with a hammer. She’d been going through the same kind of runaround. “Have I got your attention now?” she bellowed. She said the fine she paid for Destruction of Property was worth it. Not suggesting anything of course…
the quiet one said:
– I’ll tell you what’s wrong with this parrot, my lad. He’s dead, that’s what’s wrong with it!
– No, no, he’s uh,…he’s resting.
I feel your frustration, Az. Keep up the tweeting. Big companies are starting to listen, beginning to realize they aren’t in a vacuum anymore ….
Is there an official complaints procedure before you escalate to the regulator? I had a problem with BT for two months (the broadband connection was struggling at 100kbps). I was fobbed off by the twitter helpline and by the help desk and they didn’t try anything else until I raised an ‘official complaint’. Then they send people to check the line and eventually changed it.
Very typical of Movistar!
the quiet one said:
If ou move to Germany and you miss this sort of, um, adventures, I could recomment 1and1. Tip of the iceberg example: they are the sort of people who refuse to cancel a contract* when someone moves out of the country.
* actually no: you can cancel the contract provided you pay the remaining time for which you had originally signed up. Big deal.
It’s incredible. They keep saying they can’t find my original order – even though I have given them the reference number. And the twitter bunch said they put in a new order today, but who knows how the hell long that is going to take. I’m so stressed about this, and I know I shouldn’t be, but it’s awful feeling so helpless.
And they insist that the problem I’m having not being able to connect to the one website (that I’m working on!) isn’t caused by them.
*gazes longingly at hammer*
the quiet one said:
The best part will be when they send you a satisfaction questionnaire:
“Would you recommend movistar to your friends?”
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Welcome to Spain! Customer service doesn´t exist. lol
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I’m guessing that the whole point of the whole twitter thing they have set up is to fob people off and make them think something is actually being done.
Well, I guess I’ll just have to keep letting people know how crap their so-called service is.
The irony is that until now I’ve always said they are the best in Spain – I’ve always had very good service from them in the past. But this whole runaround is just too much. I’m sorry now that I chose them over Vodafone for my new iPhone (more on that later!).
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