One bad customer service operative doesn't make a bad company but how many other customer service operatives at AAISP are like the one I got? Before anyone signs up with them I suggest they have a long conversation on the phone asking many questions to see if they are going to get a good attitude or patronising one. I for one would never even consider joining them again.

Raymond.

This is very concerning and not at all what I would expect from our staff. I am very sorry for this. I would like to get to the bottom of this and review the call. I you don't mind, I'll PM you for a bit more information so that I can get some more details.

Andrew (Manager)

Good to see an ISP looking at complaints from this site

Not currently a customer, but when I was with yourselves a couple of years back, something happened with my line during the laying of some flooring. It went dead - no dial tone, nothing.

I called you guys and spoke with someone (I forget his name) and I must say, whilst I found the interaction brief with no time wasting of reading scripts (as many customer service staff are trained to do), I did find the individual presumptuous and curt. Presumptuous in the sense that he presumed I hadn't done any of the required line checks before calling in and that it was most likely fault of my own equipment.

Except it wasn't. And I knew it wasn't. I can only presume that when he then decided to check my line on your systems (the BQM monitor etc) and saw all red, he then knew that this was something more serious.

It is of my opinion that the tone of the individual I spoke was slightly condescending, in the sense that he seemed to hold an attitude of superiority (in terms of knowledge) over me. If I was not so technically minded myself, I can see how more non-technically minded customers may have a problem with this tone of interaction.

I didn't make a fuss about it as I didn't see it as a problem. He did his job, raised a fault with BT, engineer was on site within 4 hours and issue fixed.

But AA must realise that not everyone is technically adept as their employees are, and people skills, especially in a customer facing front line role such as customer services, are paramount. Most people don't take kindly to this tone of interaction, and Raymond clearly is one of those people.

Just saying.

The difference with my contact with this individual is that I never got any chance to further my inquiries because he chopped of any reponse I was about to make. The word listen wasn't in his vocabulary. I wanted to sign up there and then with AAISP but I needed a couple of questions answered, I didn't get any answers all I got was his own brand of insolence. I did try a couple of times to get him to answer my questions but I think he had his own agenda. I signed up elsewhere but it was really AAISP I wanted to sign up with. Ah well can't have everything. One of the questions I wanted an answer for was about a router. He went into a spin about I would have to use wireless only as they (AAISP?) wouldn't be responsible for the wiring in my house!!!!

Raymond.

Hello andrewhearn. I have tried to PM you but the message I get is you are not accepting PMs. If you still want info then please contact me again and let me know when you are accepting PMs.

Raymond.

Hi, I've found the PM setting on this forum, I've enabled PMs. Many thanks.

Edited by andrewhearn (Sat 13-Jun-15 22:05:30)

Im pretty sure ive encountered this member of staff as well in the past.

I suppose once the individual is identified, several of their calls will be reviewed to see what action (training / discipline / marching orders) needs to be taken.