I would really like to be a good customer of yours. In my wildest dreams I spend ridiculous amounts of money on internet connections, ADSL and through my 3G equipped mobile phone, if only you would let me.
So Mr./Ms. Proximus, would you please allow me into your world and let met spend my money? I tried calling your call center, but if after entering 10 menu options I only get a tape that explains that you sell high speed internet over a 3G network. I knew that, I only want help to start using it. So I went to your site, Mr/Ms Proximus, and it has nice shortcuts. However, I'm a Mac user and in Safari or Firefox the pop-up shortcut menu disappear again as soon as I move my mouse in the direction of one of the shortcuts. So I tried logging in to MyProximus, but that doesn't work. I'm 100% sure my password is correct because two weeks ago I had the same problem and then I asked a new password, en saved it in my inbox as if it was the key to heaven. But today it doesn't work anymore, I probably make a mistake (like entering my phone number in an incorrect format). Problem is, I can only try 3 times and then you block my access to MY(?)Proximus. I'm desparate ... please talk to me (like, on the phone, you have my number I suppose). I just want to know why my quad-band phone doesn't connect to your 3G network, and how the issue could be solved. I promise I will keep on spending more then €400 per month with you. And I'll be a Vodafone Live ambassador and avid 3G users. All the time, really promised.
Oh and yes, I had this nice guy on the phone one day, and he promised would send me the correct configuration by SMS, buy I never got the SMS. So if you can locate the guy, tell him to call me back please. Because there is no way I can ever get back to him call your call center ...
Mr./Ms. Proximus, I hear you have good relationships with your sister Belgacom. I've been a Belgacom internet customer since 1995, I've had dial-up (huge bills), ISDN (even huger bills) and was probably one of your first ADSL customers. In fact, I have two ADSL lines with you today. I always pay my bills, but I would like manage my account settings. Problem is I lost my password, I tried to login to your site with another account you made me make (so I could access the invoices you stopped sending me on paper and I have to go and pick up myself online now). But again, there was something wrong with the password, and I had only three attempts so you kicked me out. And you won't answer the phone in the evening and now I can't login and I don't want to go photocopying my ID card again and send it to you to prove I exist ... after having paid my bills without delay for years now ...
LET ME SPEND MONEY WITH YOU GUYS! And don't use it to pull in some expensive consultant to think about how you can make sure you have as few direct contacts as possible with your customers, but open up a few phone lines, hire some people with a positive attitude and make them pick up the phone. It's as simple as that.
9 comments:
Amen to that!
I was living in Sweden for six months, and I still wonder why my internet connection was at least 3 times faster, 50% cheaper and that there was no such thing as a download/upload limit (or at least not rediculously low).
I'm starting to feel like i'm being ripped off..
I know the feeling. I dialed up quite a bit years ago, I switched to ADSL, I even had Belgacom TV and everything worked rather nice, but then I decided to move.
After 12 weeks of continuously trying to persuade those belgacom folks to switch the ADSL to my new home I called Telenet. Next day I surfed and watched digital telly. I told Skynet I switched to their competitors so theu shpuldn't bother to come over any more. Not that they gave the impression to bother at all, but hey. Next day there was a mechanic to install ADSL. I told him why I didn't need him anymore en he happily left. SIX freaking months later I got some lawyers suing me for not paying my skynet bills. Those bastards apparantly kept sending notes to my old adress. Extra cost more than 500 euro's... I refused to pay and they send someone to take my furniture. I showed that guy the letter from Belgacom in which they confirmed they had received my new adress, but it wasn't up to him to judge...
Oh, and telenet is faster too... :p
What the fuck are you complaining about? You should be grateful for even having a connection. Try buying something at Facq or the repair service at MediaMarkt or to try to get a ridiculous invoice straigtened out with Electrabel. Or perhaps you want to discuss the paperwork created by the totally wacko politicians in the 5 governments we have. Its the Belgian way... that why this country is the Congo of Europe! Enjoy while it lasts.
I did some research on the Monster that is Belgcom and posted what I found out here: http://euforus.blogspot.com/2007/12/futile-system.html
I hope the EU succeeds in opening up the market a bit so we can get some decent service. It cripples your population to make the Internet so hard to access
I'm toying with the idea of starting a blog to chronicle customer exasperation with Belgacom ADSL services.
7 months of dealing with them has left me bitter, frustrated, but even more determined to get some of their incompetent personnel to own up responsibility.
More than 10 trips to belgacom offices in Antwerp and Brussels, being yelled at by personnel, 4 incorrect bills in a period of 7 months (that's 4/5 incorrect bills), failure to update my new address in their system and being hit by extra costs
It's difficult to imagine these levels of incompetence. Apparently, for Belgacom, it's all in a days work.
And this is my letter to the press folks at Belgacom. You reckon I'll get a reply?
I'm Binoy-Milton, a Technical Writer/Freelance Journalist. I'm doing an article in an international European magazine on customer service levels based on experiences collected from a cross section of locals and expats dealing with Belgacom ADSL Customer Service.
I have also chronicled my experiences with the Belgacom ADSL service in detail over the last 7 months, that have included more than 10 trips to the Belgacom Customer Service centre, incorrect billing, being yelled at by customer service executives (recordings of which might be available), and my most recent exasperated customer service experience last weekend (only rescued by an intelligent manager on duty, who was willing to apologise for the behavior of his employee, but is not sufficient for me). I will be more than glad to share them with all of you
I'm in the process of beginning an online signature campaign to protest against deficiency of service metted out by Begacom ADSL services.
I was wondering if any of you were the right press/marketing/communications person at Belgacom to contact for a response.
Kind Regards,
Binoy-Milton
You'll get a reply all-right, I did (read the rest of my blog). But turning a round a ship like Belgacom to truly embrace customers 2.0 is something that needs to be initiated at the highest level, and they're not there yet.
Have you ever tried to use their e-care system? It's totally impossible to work with.
E-care system?
More like e-headache. I read about how it turned out for you. however, mine was a tale of woe story!
The manager of the Belgacom store in Antwerp (Filip XX) promised to call me today (and he did). They rescinded the 3 extra charges (how an organization manages to slap a customer with 3 extra charges for the 3rd time is beyond me) and will write a credit note out to me. But I've had enough of incompetence.
Its the second time I've had a Belgacom employee shout at me (the first was a technician who was given a wrong timing by his supervisor to come over to my house, the second time was over the weekend by a customer "service" agent.) That was the breaking point. I've written to the press guys at belgacom, and I bet they get a whole bunch of emails like that and don't really care. But in the interim, I'm going to take my campiagn online using facebook. If only I had a video of that employee losing it!
I've had enough. There needs to be some shred of accountability. It would be nice if all google searches for belgacom got redirected to the meaning of incompetence, or customer dis-service stories.
And do I have a whole load of them.
Including specifics, details, the mother load of screwing up stories.
And apparently, Coditel and Clearwire are cheaper ISPs and more proactive. What' guessing even falling marketshare won't spur Belgacom into action;)
Warning about MediaMarkt scam.
E-Care ref 538008
I Purchased a 42 inch Toshiba TV from MediaMarkt in Belgium and it went wrong so under the guarantee I asked for the TV to repaired and contacted E-Care in Antwerp who then picked the TV up some two weeks later.
After several more weeks I contacted E-Care who said they could not get the parts to repair the TV and would send a credit note to MediaMarkt so that I could go and get myself a new TV and since the credit note was ‘In the post’ and I had been without a TV for two months I paid a deposit for a new TV.
Day after day I contacted MediaMarkt to ask if the credit note had arrived so that I could pick my new TV up only to be told the credit note had not arrived and that they were chasing it up.
Today some ten weeks later I am still without a TV and have been told that the parts to fix the TV have arrived and I will be getting my old TV returned some time later this week.
Clearly E-Care and MediaMarkt have been telling Lies and using me as pig in the middle and have failed to provide a reasonable service in taking far too long to fix and return my TV and using deceit as a delaying tactic.
Does anyone know the legal position on this ?
I would avoid both companies unless you like being scammed like me.
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