byeeclipse
Member
A story how how eclipse treats its customers...
Eclipse suddenly disconnected my ADSL on Monday morning around 10am. After rebooting and checking my systems, I concluded Eclipse had a technical problem. So, I called them.
Eclipse argued many things, thowing me dubious reasons to hide the fact they do not control anything and are totally in the dark regarding their billing:
- Eclipse claimed the monthly payment was rejected by my bank. I called my bank, which looked at their logs and saw no payment request from Eclipse since June 7th. They advised me it could be Eclipse's "merchant bank" who had a technical error and could not process Eclipse's request on my debit card.
- Eclipse claimed they had both sent me a letter and an email to warn me they were not able to collect their £17.99 more than 1 week ago. I received neither one.
- Eclipse then argued my card had expired. It's true it expires in August. But this is 14th of July. I checked with Eclipse's customer service whether we were still in July or not. They were not amused. Me neither!
- Eclipse of course claimed there was not enough money on my account. I checked my statements, and asked my bank for the minimum amount around the alleged collection attempt. At no time I had less than £1000 on my account. I asked Eclipse's customer service rep if that was enough to pay £17.99, in case my maths was wrong...
These are the main arguments I received from Eclipse's various customer reps over the course of 2 days. None of them holds. But they still feel it was normal to disconnect me!?
One rep also admitted they do not check anything because "looking at customers [ciscumstances] takes too much time"! Love ya Eclipse... NOT!
I wasted at least 1 hour over the phone at my charge for a fault I am not responsible for.
I also got frustrated with their "dont know, cant do" attitude.
I was also forced to go to a local Internet cafe when I needed to access the Internet and my emails.
So in term of time wasted and cost, I was really not happy!
Everytime I was promised my connection would be back up, it wasn't. I called them everytime it was due, and everytime I received another excuse to justify another delay... They are quick and capable when they need to pull the plug, but correct their mistakes rapidly, they can't.
In the end I asked them for compensation. Well.... Should I be surprised here?... Even if they admit they should not have disconnected me, I will get nothing in compensation. Nothing at all. Zilch. Not even a little something to demonstrate they really are sorry!
I have requested they close my account, seeing how much they care about their customers. Guess what? I have to pay £5 pounds as a cancellation fee, even though I have been with them for more than 4 years on the same contract... I was tempted to argue but I didn't argue (too much). Seeing such crooks and liars, I wanted just 1 thing: to get out!
For 4 years I stayed with them by habit, even though I noticed their broadband service gradually getting slower all the time. I am disgusted by how they treated me. Imagine how they treat customers locked into a 12-month contract!!
Seeing how they treat their customers, I have just one advice to you:
LEAVE ECLIPSE !
DO NOT JOIN ECLIPSE !
AVOID ECLIPSE AT ALL COST !
PS: Eclipse is just one of Kingston Communications' brand names. So be wary of any company or branded service controlled by Kingston (www.kcom.com).
Eclipse suddenly disconnected my ADSL on Monday morning around 10am. After rebooting and checking my systems, I concluded Eclipse had a technical problem. So, I called them.
Eclipse argued many things, thowing me dubious reasons to hide the fact they do not control anything and are totally in the dark regarding their billing:
- Eclipse claimed the monthly payment was rejected by my bank. I called my bank, which looked at their logs and saw no payment request from Eclipse since June 7th. They advised me it could be Eclipse's "merchant bank" who had a technical error and could not process Eclipse's request on my debit card.
- Eclipse claimed they had both sent me a letter and an email to warn me they were not able to collect their £17.99 more than 1 week ago. I received neither one.
- Eclipse then argued my card had expired. It's true it expires in August. But this is 14th of July. I checked with Eclipse's customer service whether we were still in July or not. They were not amused. Me neither!
- Eclipse of course claimed there was not enough money on my account. I checked my statements, and asked my bank for the minimum amount around the alleged collection attempt. At no time I had less than £1000 on my account. I asked Eclipse's customer service rep if that was enough to pay £17.99, in case my maths was wrong...
These are the main arguments I received from Eclipse's various customer reps over the course of 2 days. None of them holds. But they still feel it was normal to disconnect me!?
One rep also admitted they do not check anything because "looking at customers [ciscumstances] takes too much time"! Love ya Eclipse... NOT!
I wasted at least 1 hour over the phone at my charge for a fault I am not responsible for.
I also got frustrated with their "dont know, cant do" attitude.
I was also forced to go to a local Internet cafe when I needed to access the Internet and my emails.
So in term of time wasted and cost, I was really not happy!
Everytime I was promised my connection would be back up, it wasn't. I called them everytime it was due, and everytime I received another excuse to justify another delay... They are quick and capable when they need to pull the plug, but correct their mistakes rapidly, they can't.
In the end I asked them for compensation. Well.... Should I be surprised here?... Even if they admit they should not have disconnected me, I will get nothing in compensation. Nothing at all. Zilch. Not even a little something to demonstrate they really are sorry!
I have requested they close my account, seeing how much they care about their customers. Guess what? I have to pay £5 pounds as a cancellation fee, even though I have been with them for more than 4 years on the same contract... I was tempted to argue but I didn't argue (too much). Seeing such crooks and liars, I wanted just 1 thing: to get out!
For 4 years I stayed with them by habit, even though I noticed their broadband service gradually getting slower all the time. I am disgusted by how they treated me. Imagine how they treat customers locked into a 12-month contract!!
Seeing how they treat their customers, I have just one advice to you:
LEAVE ECLIPSE !
DO NOT JOIN ECLIPSE !
AVOID ECLIPSE AT ALL COST !
PS: Eclipse is just one of Kingston Communications' brand names. So be wary of any company or branded service controlled by Kingston (www.kcom.com).