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Gordon Henderson wrote: > On Sat, 14 Feb 2009, jon.davey@xxxxxxxxxxxxxx wrote: > >> >> I recently requested a house move from Pipex. It all sounded simple >> 'till >> they phoned to inform me that a fault had been reported on the new >> line and >> that they'd need to send a BT enginear, which would cost me £80. I >> spoke to >> my, now wife, and she said the the line was/is fine. So I phoned Pipex >> customer care and told them that there is no need for the enginear to >> come >> as the line is fine. They sent the BT guy, he was here for less the five >> minuts and low and behold the line is fine. I call Pipex back to make >> sure I >> wasn't going to be charged as I had informed them that the line was fine >> beforehand and was reasured that I wouldn't be charged for the call out. >> Yesterday I had a call telling me I have an outstanding bill of >> £88.00 >> for a BT enginear. I get angry. Then it takes a good half hour for me >> to get >> it into the head of the customer service person that I told them they >> didn't >> need to send the enginear, they said I wouldn't have to pay but now, >> apparently, I have to pay. > > If the bill was from BT, then Pipex (hopefully) won't see any of it. > > Challenge BT - if it's BT who's billing you. Tell them you > specifically told Pipex that the line was fine and to not send an > engineer. Put this in writing and via a phone call to BT, and copy all > correspondance to Pipex. Also challenge pipex. You probably won't get > anywhere though, but it might make you feel better. Tell them you're > going to invoice them for the BT charge. > > I don't suppose you recorded your calls, did you? (If so, don't use > the recording direct, but write a transcript of it) > > Then phone pipex and ask for a MAC and take you business elsewhere. > There are plenty more ISPs to choose from with better (and cheaper) > service. > >> Call me paranoid but I got the distinct feeling that Pipex are out >> to try >> to squeese as much money out of me as they can and as for "customer >> service" >> she just seemed intent on keeping me on the phone for as long as >> possible. > > Was it an 084x or 087x number? They can earn 1p a minute from 084 > number and at least 4p a minute off 0870 numbers > >> I felt powerless and like I was in 1984. I remember asking about >> ISP's >> here and I seem to recall being warned against Pipex as they, >> efectively, >> were becomming Tiscali. Which they now are. Am I right in thinking my >> ISP >> are not very nice and also not very helpfull?....or is it just me? > > Once upon a time, Pipex was a good name in the ISP business. That was > c1996 when I was working in the ISP "industry" ... These days they've > been taken over, bought out, bought in, sent back, lost, found and > finally buried for 3 months and recycled as firelighters... > > Gordon If writing to BT and Pipex I recommend you send your letters addressed to: "The Company Secretary" at these comapnies. I had trouble with BT last year and got a speedy response having written to The Company Secretary. This position is mandatory for limited companies so they all have such an individual who report to the Board. John W -- The Mailing List for the Devon & Cornwall LUG http://mailman.dclug.org.uk/listinfo/list FAQ: http://www.dcglug.org.uk/linux_adm/list-faq.html