It's really not that hard
Posted 18 March 10 by Scott AndrewsEver had one of those mornings?
Customer service fail #1 – Nildram
My ISP is Nildram. I forgot both my username and pwd to login to edit my customer details. I hit ‘forgotten password’ and ended up here. On most sites you can get both sent to you using just your email address, but not Nildram – I needed my username to get my pwd.
So I called the Customer Care number at the bottom of the page – 08701 608 600. It is a disconnected line. So disconnected it doesn’t even have a message to say sorry, it just hangs up on you.
FAIL!
So I clicked the Contact link at the bottom of the page and ended up here. This had a different Customer Care number. Ah-ha, I thought, they’ve forgotten to change the number on the forgotten pwd page. It’s an obscure page, I can see how that would happen if they didn’t have good web policies in place. So I called this new number – 0871 230 9297
Guess what? Yup – disconnected. This one, however had a nice message telling me it had been disconnected. Didn’t tell me what the new number was, though.
SUPER FAIL!
So I called the number below for General enquiries, which worked, and I spoke to a very personable and helpful bloke.
I told him about the incorrect numbers on the site and told him I would be watching the pages to see how quickly the errors were corrected. I said I’d blog it.
If they have a good system in place for monitoring their online reputation they should pick up on this blog post pretty quickly. So even if my phone message goes astray, this blog should alert them to the problem. That’s TWO ways I’ve alerted them to the issue.
My call was made at 9:30 on Thursday, March 18. This blog was posted forty-five minutes later.
So, let’s see how long it takes them to change the numbers, shall we…
Customer service fail #2 – Wired.co.uk
This one shocks me. I tried to register on the wired.co.uk site using this page. It didn’t work. It just refreshed the page.
I tried on IE and Firefox and on two separate machines. No dice.
FAIL!
This is WIRED, people! They should be all over this shit.
So I sent an email to wiredonlineuk@condenast.co.uk at 9:52am reporting the issue.
The email bounced with the following message:
wiredonlineuk@condenast.co.uk
Your message wasn’t delivered because of security policies. Microsoft Exchange will not try to redeliver this message for you. Please provide the following diagnostic text to your system administrator.
And then reams of header info and so forth.
SUPER FAIL!
So again, I’m blogging it. Let’s see how long it takes them to get in touch.
Comment
- Fifteen minutes after posting, this blog is top hit on Google Blog search for ‘nildram’.
If they have a halfway decent reputation management team, they should be getting a google alert right about now…
— Scott Andrews Mar 18, 10:25am # - Five hours. No change on the Nildram pages. Wow, these guys are REALLY on the ball, huh!
— Scott Andrews Mar 18, 1:35pm #
commenting closed for this article
