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Eric

Casual Member
Quick sign up page states if you wish to pay by cheque, standing order
etc telephone their office.
So I made a phone call to Crewe in the evening to be answered by a
machine. Perhaps not surprising but a voice said he would call me back.
I left my number twice and asked to be called re signing up as a new customer.

What happened - absolutely nothing.
Do they all suffer from apathy and indifference ?
 

Eric

Casual Member
Part II.
Remember to pay by cq or Standing order you need to sign up by phone.
I phoned again at 0850hrs to be told there was no-one in to take registrations until after 0900 - so much for 24hr assistance.
Well at last, later in the morning I managed to speak to the Sales Team and asked to pay by Standing Order. The lady took down all my
details, such a phone No, name, address etc. I was assured I would be connected asap or by the very latest the next day after my instructions were processed.
I would be receiving shorty possibly two emails, one from accounts to set up my payment and the other from tech support issuing me with a
my log on details.
Now we are getting somewhere -
Hopes are dashed once again, 3 days later and I have received nothing from them.
Whoever dreamt up the name `QUIK` - it`s the last thing they are !!
How about `HOPELESS`
My ISP rating 0%

Any comments Thomas@Quik
 
Eric

Apologies for the delays, but it appears that a few new orders have been held up due to a member of staff being unexpectedly absent. Typically, we are known for being an ISP that always answers the telephone.

On the subject of payment, we are perhaps one of the few ISP's that even if we receive credit card details on-line, we do not take any money until several days after the account has been activated.

We are also one of the few ISP's that accept standing orders for unmetered accounts. Most ISP's demand credit cards. We do this because we are normally very fast at provisioning. The fact that you have not had the standing order details is because we do not concern ourselves with this until a customer is set up.

In respect of your account, we have no record of an Eric contacting us recently. Please call me directly and ask for David Mitchell, or email me on dm@quikinternet.co.uk with some details to identify you and I will deal with this immediately.

David Mitchell
Director
 

Eric

Casual Member
Part 3.
To be fair, Quik had never heard of Eric as it`s a pseudonym I use for ISPreview.
However I have to give Quik credit, they trawled thro` all their applications within the past few days and found out who I was, as I appeared to be the only one who had not used the service since registering.
 
Dave Mitchell (MD) telephoned me at home and we spoke at some length about my problems.
I was issued with my log on details by him over the phone and I was connected straight away.
He kindly gave me some complementary time to try out the service and see what it has to offer.
I must say I was most impressed with his `customer service`.
I am sure there cannot be many (if any) ISP`s who would take the trouble to track down an unhappy customer with the MD looking into the matter personally - an example to other ISP`s perhaps, who just bury their heads in the sand and ignore criticism.
Well done for sorting out this problem.
I have used Quik during the past few days with no trouble whatsoever - log on first time.
Suffice to say I am now a very happy customer especially as they take the ISPreview forum page seriously and take immediate action over
comments made by an unhappy (or potential) customer.
My ISP rating for Quik now increased to 100%
 

MerlinP

Top Member
That's good to read, and a friend of mine is also giving "better than average" marks to this ISP. I sent a "well done" email (PM) on the response to Part 2, but feel a "well done" is in order publicly this time - who knows, I may need to change 128K supplier soon and this may be ***my*** way ahead.

Well done Quik. :)

M.
 

JonR

Regular Member
Hi,

Thomas, if I sign up online (with my credit card), will my account be activated immediately?
 
The account itself will be activated immediately, but it takes one working day to register your CLI's with our telco provider.

~ Thomas
Quik Internet
 

RP_Skyline

Casual Member
ive been looking around for an isp that will give me an anytime contract using 128k data transfer and after visiting Quik's website and reading this thread, i think i will sign up with them come my installation date.
 

A.D.B.M

Top Member
I think you will find Pipex is better value 128K for the hours. <img border="0" alt="[Nod]" title="" src="graemlins/nod.gif" />
 

A.D.B.M

Top Member
Then again thinking about it. <img border="0" alt="[Hrmph]" title="" src="graemlins/hrmph.gif" />
Why would anyone want 128k it’s too expensive for what you gain from a 64k connection, seldom being twice as fast on receiving or sending information. <img border="0" alt="[Shrug]" title="" src="graemlins/shrug.gif" />
 

hugh88

Pro Member
Seem to have the same issue as Eric part 11, called first thing on 18th re a standing order & was tols a s/o instruction email would follow and the set up email possibly later that day or early next day. I set up the s/o online with my bank later that day but have heard nothing at all since from Quik. I've been out and not had chance to call and will do so as soon as I can. Not quite the start I'd hoped for! <img border="0" alt="[Hrmph]" title="" src="graemlins/hrmph.gif" />
 
Hugh

Once again we seem to have shot ourselves in the foot. Your account was actually set up on Friday and should be active now.

Apologies for the delay. I will ensure that details are emailed to you tomorrow.

Regards

David Mitchell
 

hugh88

Pro Member
Thanks, details emailed first thing. Seems to be a hitch with channel bonding which Quik are working on, so fingers crossed for when I test it tomorrow!
 
I wonder why ISPs get such a bad rep for customer support? Its probably because customers choose to air their grievences here before speaking to the ISP!

In a few cases, without question, its the ISPs own fault, but missing a couple of call backs out of hundreds shouldn't result in any ISPs name being sullied.

Life for this particular ISP would be a lot easier if customers chose to speak to us first!

And look at the two people with problems in this thread - both wanted to pay by Standing Order or Cheque, a service which most ISPs won't even offer - perhaps we should force any new registrants to use our onlign signup, thus making customers pay by credit/debit card and making it very difficult for people to complain about the lack of callbacks!

Sorry for sounding dispondant but look at things from our perspective. Why should we need to check this website out everyday just to see if a customer has a problem that they haven't told us about? Its not as if we're difficult to contact.

<small>[ 24.10.2002, 05:17 PM: Message edited by: Thomas @ Quik ]</small>
 
Hello All

Just to comment on the post from Thomas.

If you read the posts from Quik, I think that even when we have problems, you can see that we really do try and deliver personal service.

Even if we see a post on the forum for a problem that has been reported, there is no guarantee that we can track the customer down if an obscure alias is being used - even though we try.

So please do report faults to us first, so that we can at least be working on them for you, our customers.

Many thanks
 

alchemistry

Member
I gotta say this iSP is bendin' over backwards to help its customers <img border="0" title="" alt="[Wink]" src="wink.gif" />
Come the 16th Nov I think I've found my new ISP
Customer Support is often overlooked,but as soon as something goes wrong.........
 

ClarasWicked

Guest
Please excuse my name - not with that ISP anymore! <spit> hehe

I'm with Quik, my CLI's were activated within a few hours and so far ( apart from packet loss) the speeds are good.

When i made the initial enquiry i spent most of my afternoon in e-mail conversation with the office - i think that's good for a company to have such fast and honest staff :)

i'm on the off peak 128K - not a bad service atall :)

Alchemistry you will NOT be sorry! :)

The only criticisum i have is that your 1:1 packages are only 8am-6pm yet are quite highly prices.

for £99/£160 a month people can have 64k/128k 1:1 always on connectivity - maybe Quik can review their access hours as you offer a business dedicated - not a true dedicated line.

<--- changing name to "Quikiswicked" :) lol
 
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