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Homechoice Customer Services
jamesgershwin
01-10-2004
Having attempted to get recconnected to HomeChoice, following BT mistakenly disconnecting my phoneline, it has taken me two months to get reconnected.

I have not been called back once by HomeChoice.

They have been absolutely appalling with all manner of incorrect information being given over the phone.

Has anyone any similar experiece of, what I described on the phone, as 'the most woeful example of corperate inertia I have ever had the displeasure to be on the end of ' ?
Mus1
01-10-2004
If you do things like spell 'corporate' incorrectly, they will have no respect for you whatsoever and will treat you accordingly

Yes, I agree, they can be worse than useless - and that goes for Homechoice generally sometimes too.
Denuvo
01-10-2004
Originally Posted by jamesgershwin:
“Has anyone any similar experiece of, what I described on the phone, as 'the most woeful example of corperate inertia I have ever had the displeasure to be on the end of ' ?”

Never been an NTL subscriber? Or, god forbid, Carphone Warehouse? Here's a little known fact: if you buy an O2 or Vodafone phone from CPW, your airtime contract is not actually with O2 or Vodafone - it's directly with Carphone Warehouse, acting as a reseller, and CPW has the worst, most utterly godawful customer service I've encountered in my life. I've actually had their customer service agents hang up on me. On the one occasion I got someone on the phone who actually had a brain in his head, I mentioned "I have been less than impressed with the calibre of your colleagues" and he said "so have I". I have finally cancelled my CPW contract, but not without major hassle - they require that cancellation requests be made in writing, and no fewer than three of my letters conveniently got "lost" before I stopped being stupid and sent #4 recorded delivery. (And they had the nerve to try to tell me the letters must have gone missing in the post. Please. Even the Royal Mail isn't that bad!) I will never again do business with Carphone Warehouse. Ever. They're appalling.

But I digress.

Yes, I've noticed a decline in the quality of HomeChoice's customer service in the last couple of months. They seem very harried now. In a way I suppose this is a good sign: it means they're getting more subscribers than they can comfortably handle. But then, that means they have more subscribers than they can comfortably handle.
rotto
04-10-2004
IMHO, and so far, I find Homechoice CS to be pretty good.

Front line customer service staff are courteous and mostly pretty knowledgable about their product. In-depth technical issues are rightly passed to their tech people, most of whom know their stuff.

Call queues are minimal and, in my experience, far quicker than the competition. They have generally been pretty good about calling back when they claim they will.

On the other side of the coin, they only cover a comparatively small service area so far which may mean they are able to manage the process more efficiently. The bigger they get, the worse service usually gets so maybe watch this space.

Unlike some, I will give corporate service providers the benefit of the doubt where its due.
In_the_know
09-10-2004
I have found their customer service very good. I have only had to call a few times, but they answered right away and helped me with something that turned out to be a PC setting, which was clearly not their problem. I think they're great!
Nikhil
10-10-2004
i think on the whole their customer service is very good. they know most of their stuff, and are always willing to help and up for having a laugh!! Its such a breath of fresh air not having to pay for a customer services call, and not being on hold for more than a minute!!

Lets hope the service is that good!!
pissedbob
10-10-2004
Originally Posted by Nikhil:
“Its such a breath of fresh air not having to pay for a customer services call”

Just a quick warning; the sales/installation line is free (0800) but the main customer services number is local rate (0845).

Still a damn sight better than everyone else with their national-rate customer 'service' numbers
jaggers
14-10-2004
Originally Posted by pissedbob:
“Just a quick warning; the sales/installation line is free (0800) but the main customer services number is local rate (0845).”

...or you can dial the 0800 number and select option 2 if you are an existing customer.

Re. Customer service I would give them the thumbs up. You get told what number you are in the queue (and even if no.20 odd your call is answered within 10 minutes). Always curteous staff although I must admit they are not always that well informed when it comes to the technical stuff. Compared to other providers they are certainly in the top quartile!
pissedbob
14-10-2004
Originally Posted by jaggers:
“...or you can dial the 0800 number and select option 2 if you are an existing customer.”

Doh. I never realised that

I have to say I agree re: customer services. They aren't the most knowledgeable about some of the technical aspects, but have always been helpful, polite and most importantly - useful on each occasion i've had to speak to them (unlike the shower of b*stards at a certain cable company)
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