Bob1234
0
hi there, i work for tiscali and to be honest im a bit fed up with the level of service we give customers, and im really concerned at how we dont change, dont learn, and generally just make life difficult for both the customer and for us.
but really i have one big question.
the mac code process.. is the following explanation true to why there are so many problems with it?
when a customer gets a mac code from there old provider (say tiscali), and give it to there new one, (say sky) Sky are supposed to tell tiscali which date that they used the mac code, and that is the date that tiscali use to cancel the account
if sky fail to contact tiscali with the date then tiscali wont cancel the account until the customer sends in 'proof of migration' i.e a go live letter from there new provider.
customers can be charged and chased for money they dont actually owe, and to be honest its a huge problem. i have so many customers with the same thing that i find it hard to believe that the whole process hinges on sky getting in touch with us. ive even had customers taken to debt collectors over this when it is pretty clear they dont owe anything.
although the official line is we MUST have a go live letter - i know for a fact i can check the usage meters and plainly see customers arent using the service.
so is this explanation factual?
but really i have one big question.
the mac code process.. is the following explanation true to why there are so many problems with it?
when a customer gets a mac code from there old provider (say tiscali), and give it to there new one, (say sky) Sky are supposed to tell tiscali which date that they used the mac code, and that is the date that tiscali use to cancel the account
if sky fail to contact tiscali with the date then tiscali wont cancel the account until the customer sends in 'proof of migration' i.e a go live letter from there new provider.
customers can be charged and chased for money they dont actually owe, and to be honest its a huge problem. i have so many customers with the same thing that i find it hard to believe that the whole process hinges on sky getting in touch with us. ive even had customers taken to debt collectors over this when it is pretty clear they dont owe anything.
although the official line is we MUST have a go live letter - i know for a fact i can check the usage meters and plainly see customers arent using the service.
so is this explanation factual?























