Customer Service (or rather lack of...)

I came to IDNet after 2 weeks with UKOnline. I'd moved from Zen (who I could not fault in the 2 years I was with them) to UKOnline in hope of faster speeds. Unfortunately that didn't happen and the network was terrible. I saw an advertisement for IDNet on adslguide.org.uk and noted they were running a 1 month free promotion with no contract. I decided I might as well give them a shot as I had heard some great things.
Right away after moving I was exceptionally happy. The service was fast, reliable and had very low latency. I upgraded to the supermax product after only a short time. Back then they were as good, if not better than my previous provider Zen.

No one can deny that IDNet was ONCE a phenomenal ISP. This is no longer the case.

Unfortunately... In the last 3 months the service has gone downhill.

1. Regular slow downs (documented from many users on this forum and idnetters)
2. Regular High latency/pings (documented from many users on this forum and idnetters)
3. Frequent disconnections (documented from many users on this forum and idnetters)

Even today, I�m seeing exceptionally high latency.

Last week we half of the customer base was cut off because they added a route incorrect. Plan then test... It isn�t that hard.

I wise man (Gandhi) one said...
"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so."

Now of course the above statement isn't specifically about an ISP but is about customer service and that relates to all industries. I�ve always believed in the statement. No matter what, the customer IS always right. In my own work, no matter how much my client(s) may drive me crazy, I would never be rude.

Imagine my astonishment when I received a very aggressive, bordering threatening, PM from one of IDNet's Directors, Simon Davies, known as simon_idnet on this forum.

http://www.radh.com/id.jpg

This is, in anyone�s view, an unacceptable message and especially so because it came from a senior member of IDNet's team. Every complaint and statement I have made the IDNet this forum is factual. IDNet have cocked up regularly recently and it is entirely their fault.

I did give Simon a call but unfortunately I got his voicemail. I�m sure he can dig up my number in their database should he wish to �discuss� my complaints. I have the balls to voice my dissatisfaction.

I am in the process of migration back to Zen. I am disappointed as I had high hopes for a long relationship with IDNet. But in light of what was said, there is absolutely no way I will put another penny in IDNet�s pocket.

Hi,

In reply to a post by ducky22:

Right away after moving I was exceptionally happy. The service was fast, reliable and had very low latency. I upgraded to the supermax product after only a short time. Back then they were as good, if not better than my previous provider Zen.

No one can deny that IDNet was ONCE a phenomenal ISP. This is no longer the case.

Unfortunately... In the last 3 months the service has gone downhill.

1. Regular slow downs (documented from many users on this forum and idnetters)
2. Regular High latency/pings (documented from many users on this forum and idnetters)
3. Frequent disconnections (documented from many users on this forum and idnetters)

Even today, I�m seeing exceptionally high latency.

Last week we half of the customer base was cut off because they added a route incorrect. Plan then test... It isn�t that hard.

I don't normally do this because I think discussing my experiences with ISPs gives people the wrong impression that my choice of ISP is the best for them (whereas it's not.. I keep trying to make sure people understand there is no concept of 'the ideal ISP') but I have to say we have several lines with IDNet, and whilst I will share your frustration on recent problems, running a network on a large scale is not that simple.. I say that as someone who does run a network and one wrong command line or typing it into the wrong window, a mistake someone might do by typing something into the wrong document in an office, can have huge consequences. Testing is of course good, but not always possible, because you can't have a completely live mirror of a network, especially for smaller companies, and live configurations have a habit of causing surprises.

Just in case you think I'm swayed by this, do note that we get lots of offers from providers for free broadband services (it's common for them to give free broadband to press so they can experience their service), but we pay the full retail prices for our broadband services so we don't have any financial interest in saying this.

Now of course the above statement isn't specifically about an ISP but is about customer service and that relates to all industries. I�ve always believed in the statement. No matter what, the customer IS always right. In my own work, no matter how much my client(s) may drive me crazy, I would never be rude.

This is a generalisation and no reference to your problems of which I know nothing other than what you've said--The customer IS NOT always right, especially when it comes to technical areas. Customers are often wrong in fact. Unfortunately, providers sometimes get it wrong which makes customers angry because they feel they're not being listened to when in fact most of the time they get it right. People rarely notice providers when things go well, only when they go wrong.

A relationship between a customer and a supplier is a two-way process. Each makes a decision whether it wants to enter into a contract. The idea that the customer is always right is quoted by customers wanting to prove a point, and may be used by companies that need to teach staff a customer service attitude.. I would rather deal with a supplier who contradicted me if they did so in the appropriate manner, after all, often a supplier is there to advise you.

This is not an excuse for a bar attitude, but I'm trying to explain the frustration I often get trying to persuade a customer they are wrong whilst they use up your time

Imagine my astonishment when I received a very aggressive, bordering threatening, PM from one of IDNet's Directors, Simon Davies, known as simon_idnet on this forum.

I'm honestly surprised to see Simon said that. I've met him several times and he is about the most calm and collected person I've met and I could get a dozen people around a table who would say exactly the same. Without knowing what made him say it, it would be hard to judge how much he was provoked. Nonetheless, it was unwise to say that. Also, whilst I agree it's worse for a senior person in a company to say that, do remember that in a larger company (or even medium one like Zen), you wouldn't speak to senior people at all normally, so they don't have the same frustrations that they might be able to blame on a junior member of staff. That said, I'm not suggesting the comment is appropriate for any member of staff to say.

I did give Simon a call but unfortunately I got his voicemail. I�m sure he can dig up my number in their database should he wish to �discuss� my complaints. I have the balls to voice my dissatisfaction.

I've never had any problems talking to him. I'm sure you can drop him an e-mail and ask him to call you back.

I am in the process of migration back to Zen. I am disappointed as I had high hopes for a long relationship with IDNet. But in light of what was said, there is absolutely no way I will put another penny in IDNet�s pocket.

Good luck with Zen again.. By the sounds of it, you're best parting company

seb

If this is the same Simon at Idnet, then I have spoken to and been in contact with him during the past week.
My experience was that he seemed a decent bloke, although as far as his "Customer Service" goes I did find an email from him today was bordering "dismissive". (ie of problems still affecting the Idnet network).
That in itself easily made my mind up to return to Zen.

If I look at Idnetters tonight, the "Cyclic Pings" are back, so things are clearly Not back to normal. I don't mind people/companies acknowledging a problem and saying we are doing x,y,z etc to resolve it, but for Simon to suggest he was "Surprised" I was still having problems, Surprised me! If an ISP isn't monitoring it's own network that closely then theres a problem somewhere.

Edited by Vorlon (Thu 05-Feb-09 19:37:14)

In reply to a post by seb:

The customer IS NOT always right, especially when it comes to technical areas. Customers are often wrong in fact. Unfortunately, providers sometimes get it wrong which makes customers angry because they feel they're not being listened to when in fact most of the time they get it right. People rarely notice providers when things go well, only when they go wrong.

A relationship between a customer and a supplier is a two-way process. Each makes a decision whether it wants to enter into a contract. The idea that the customer is always right is quoted by customers wanting to prove a point, and may be used by companies that need to teach staff a customer service attitude.. I would rather deal with a supplier who contradicted me if they did so in the appropriate manner, after all, often a supplier is there to advise you.

This is not an excuse for a bar attitude, but I'm trying to explain the frustration I often get trying to persuade a customer they are wrong whilst they use up your time

In this instance. I am right. Along with every other customer who has experienced regular disconnections, inability to connect, high pings, slow speeds and a status page that isn't updated when there is a problem.

I won't even start on how ridiculous it is that their office leased line had an issue and this was the reason the status page wasn't updated during this weeks big outage. Backup ADSL line? ISDN? Dial up? Datacard and laptop?

All of IDNet's failings recently have been well documented both here and IDNetters. I am far from alone in experiencing problems and they all down to IDNet's incompetence and lack of planning. It is very unfortunate considering how good an ISP they used to be (yes - I remember the good times and the quality of service in the not so distant past).

I did type that and I should not have. After a particularly stressful episode, valid criticisms were made and yet I took them personally. I should not have and I apologise for reacting the way I did.

We are working very hard to fix the problems that we've had over the past week. We are confident that we will.

Simon

Untill the past few days, i've had a troublesome free connection except for the odd disconnection which was down to upgrades and works done by BT. I know IDNET will fix it because they always do.

I'm not seeing all this trouble you say is well documented. I see one or two unhappy people who post and that's a lot less than you'll see on a lot of other forums where people go to complain. You won't see as many happy customers cos they're busy enjoying their connections. I really honestly don't see why you're making all this fuss. They've said they're working on the issues which have cropped up in the past week, it's not like they're ignroing it.

In reply to a post by ducky22:

In this instance. I am right. Along with every other customer who has experienced regular disconnections, inability to connect, high pings, slow speeds and a status page that isn't updated when there is a problem.

My comment was general.. The excuse people say about customers always being right is what I object to.. This doesn't mean customers don't have legitimate concerns or that these should be ignored. I was taking issue with your suggestion that customers are king.. I believe it's a two way relationship.

seb

Since no-one else has come along and said it - well done for having the guts to come here and admit your mistake. A rare attribute in this day and age. I know how disheartening it can be to think "Yes, that was the issue. I've fixed the problem now" only to find out it wasn't really the problem or was masking yet ANOTHER problem. Not an excuse for losing it, but a reason.

Just to say that your post is enough for me to hang around a bit longer before getting the MAC and jumping (probably to Zen). I'll see how things are middle of next week before trying the VoIP back on the IDNet link. Unless the UKOnline one gets even more excrable in the meantime......

I am sure it is very stressful to have customers complain while you are up to yours eyes trying to sort out problems. Good the air has been cleared and great to see stable pings again.

Thanks for all your dedication and hard work. People don't realize how much time you put in, solving all these problems..which were not of your making but just one of those things that can happen to the most prepared of companies.

It is al so easy to criticise when the full facts are not known especially after the events and in retrospect. I challenge any company to be able to forsee anything that might happen to their equipment in the future and for those companies to have foolproof contigency plans. Everyone is human wnd endevour to do their best, sometimes that is not always up to someones elses expectations which can be far too high. Also, how many companies actually apologize and learn form their problems and say as much to their customers?

I intend to stay with Idnet for as lopng as possible, I accept that nothing is perfect and nothing ever will be in this world. People really should treat other as they like to be treated and accept that anyone can getf rustrated and inadvertantly say the wrtong thing, it takes a real perosn to publicly apologize.

Thanks Simon and all of the Idnet team for everything they are doing to make things right again.