Up until today, I was fully prepared to believe none of this was Zen's fault. However, the local contractor actually called me directly this afternoon to ask if I still wanted an engineer to visit today (that would be my FIFTH wasted engineer visit) and the full story behind this fiasco came out.
The local contractor has consistently received incomplete, inaccurate, and often no briefing at all on the necessary work to install the line. What's more, they said they were now furious that so much of their engineers' time had been wasted on such a poorly managed project. One, they say, that should have been so simple: survey, cable/duct work, install.
Clearly there are big communication problems somewhere in the chain and the contractor is claiming this hasn't been managed at all properly from the start.
I again complained to Zen today that I am still without a phone line and there is still confusion about whether the contractor should send an engineer, or whether a second Openreach survey is needed, and, if one is needed, exactly when this will take place. I still don't have an install date or even the possibility of an install date. The situation is utter madness. Quite how/why Zen have let this to drag on for so long is beyond me, but it's absolutely disgraceful.
In my complaint, I again reminded Zen that I have been without a phone or broadband since May and have so far booked 4 days off work for wasted engineer visits. I politely said that I'd like to discuss appropriate compensation for the grief they have put me through and the days of work I have lost. Disappointingly -- and not entirely unexpectedly given my experience so far -- they wouldn't consider compensation or taking my complaint any further. In fact, what I got from them was a bland and selective take on previous 5 month's events. They conveniently ignored all the details of delays, mistakes, poor planning, communication failures, lack of any project management, and repeated failures of action at all stages of this install.
I think I'm well within my rights to expect my complaint to be adequately dealt with, compensation or not. I am now awaiting a deadlock letter from Zen and then I'm preparing my complaint to Ofcom.
I've had some really bad service over the years, but Zen have really turned a formerly happy customer very much against them. Whenever I've had issues with other companies I've always felt that my complaints were heard, understood, and properly escalated to someone who would take ownership of it until resolved. That seems to be totally missing from Zen's customer services.
Edited by Deak (Mon 23-Sep-13 21:44:27)