How Jazztel's incompetence is going to make it lose (at least) 2 customers

[lforos]

If it's any consolation, Jazztel is no worse than all the others... I don't know if the sarcasm is getting across.

After going through hell with Orange, Telefónica, Jazztel and their mother in the house change first, then the account and finally the provider, I can assure you that the only thing that works is a formal complaint, in writing, sent by registered mail, officially from the relevant Autonomous Community and with a copy to the Consumer Office.

In the case of mediation by the Consumer Office (or the OCU if you are a member), Jazztel is obliged to respond to the complaint within a month. In fact, I have one with them now for breach of the commitment made by telephone regarding the service and I am going to file another one for having assured me that my house would receive 20Mb when it only receives 7Mb.

In the complaints I processed this way with Telefónica and Orange (the latter with threats of complaint, record of unpaid bills and so on) they ended up giving me the reason and returning what they had stolen from me (more than 300e between the two).

[Mystique]

Packo, I bet my life that the people who have attended you are from the other side of the pond (to put it well, they have burned me)

In my job we have several platforms. We are in Spain and 3 or 4 in various places (Peru, Chile, Colombia, etc.) You can't imagine how many times they thank me for:

• being Spanish
• understanding the problem
• solving the problem
• explaining the state of the breakdown (or resolution)
• and a thousand more things

I'll give you an example: the customer can't browse the internet on their mobile. They have called 3 times before talking to me and they told them that they were sending them a configuration SMS for the terminal, which is practically installing the config and it works (with Android if). The problem is that they didn't bother to check the terminal, and the customer has a crappy blackberry and the SMS does nothing. Configuring it is 1 minute. Thanks to the little guys subcontracted for four duros, you have the customer calling several times, pissed off and without a solution that is very easy.

In summary, both cutting costs achieves pissed off customers and that they leave because of how badly they are treated. Changing your account is as easy as sending a receipt to check it and put it in your customer file. That easy. That they don't know how to do it is another thing.

Claim everything you can from the company, but do me a favor (all of you) if you call and someone from Spain doesn't attend you, hang up and call again. That sucks for 2 reasons, the satisfaction survey isn't passed and the callback. This way, companies will see bad numbers in the South American contracts and they will realize that something is wrong.

Sorry for the long text, but I had to vent a little. You don't know the crap that these people do and how pissed off the customer is because of their incompetence.

P.D.: we also have to thank more than one South American customer who listens to you, speaks to you well, congratulates you on the year, and treats you like a person and doesn't insult you or demand that you do the impossible just because "they have been many years" and "they pay their bills", etc.

P.D.2: I stop here, because if I don't let go and let out a lot of crap (there are cases to get bored, one day I'll tell you about the search on Google)

[Fassou]

Count, count …

[Sylver]

+1 to Fassou xDDD
:ugly:

[packosoft]

@Mystique:

Packo, I bet my life that those who have attended you are from the other side of the pond (to put it well, they have burned me)

In my job, we have several platforms. We are in Spain and 3 or 4 in various places (Peru, Chile, Colombia, etc.) You can't imagine how many times they thank me for:

• being Spanish
• understanding the problem
• solving the problem
• explaining the state of the breakdown (or resolution)
• and a thousand more things

Here's an example: a customer can't browse the internet on their mobile. They have called 3 times before talking to me and they told them they were sending a configuration SMS to the terminal, which is practically installing the config and it works (with Android). The problem is that they didn't bother to check the terminal, and the customer has a crappy BlackBerry and the SMS does nothing. Configuring it is 1 minute. Thanks to the little guys subcontracted for four bucks, you have the customer calling several times, angry and without a solution that is very easy.

In summary, cutting costs so much gets you angry customers who leave because of how badly they are treated. Changing your account is as easy as sending a receipt to verify it and put it in your customer file. That easy. Not knowing how to do it is another thing.

Claim everything you can from the company, but do me a favor (everyone) if you call and someone from Spain doesn't attend you, hang up and call again. That sucks for 2 reasons, the satisfaction survey isn't passed and the call is returned. This way, companies will see bad numbers in the South American contracts and realize that something is wrong.

Sorry for the long text, but I had to vent a little. You don't know the crap these people do and how pissed off the customer is because of their incompetence.

P.D.: we also have to thank more than one South American customer who listens to you, talks to you well, congratulates you on the year, and treats you like a person and doesn't insult you or demand that you do the impossible just because "they have been many years" and "they pay their bills", etc.

P.D.2: I stop here, because if I don't let go and let out a lot of crap (there are cases to get bored, one day I'll tell you about the Google search)

Yes, if the problem is that, that in addition, as soon as you take them out of their comfort zone, they dedicate themselves to repeat the same thing over and over like parrots. The number of Jazztel subscribers if it were Spanish and it has flipped as much as I have.
The funny thing was in the afternoon, in Amazon orders it says that they have complaint sheets available to customers and that you contact customer service, so it took me 5 calls for someone to understand that a complaint sheet is not a web form where you put your complaint, and they sent me this link (as is)
http://www.pdf.investintech.com/preview/63725f80-d047-4770-91a4-ec93d3bb75b9/index.html

[Tecnho]

Also with amazon, you want to make an intercontinental combo, what a thing, kid.

[Mystique]

@Fassou:

Cuenta, cuenta …

I think I'll start writing it (because the recordings don't work for me) to publish a book and get rich ;D

[kynes]

@Mystique:

I think I'll start writing it (because the recordings don't give me) to publish a book and get rich ;D

No se no se… I thought of doing the same thing in my old job, but I rejected the idea thinking that no one would publish it as non-fiction :troll:

[Fassou]

The irony in these companies is the higher value of those who were never customers and those who left, over those they already have.

Salu2!

!

[Tecnho]

I also don't understand their policies, but it happens with all of them, I think, when they don't do anything to keep you and only look for new customers to mistreat almost always, I have gone through almost all the ADSL and mobile operators and the one I am most comfortable with is the one I have nearby, euskaltel, right now I have been with them for 2 or 3 years and at the end of the year when the promo ends they have always improved it for me to stay and every 6 months they call to ask if I am happy with them, it is something expensive but I prefer to pay what they told me, even if it is a bit expensive, for a good service and everyone speaks Spanish and understands when you ask them something and they solve it.

[lforos]

@packosoft:

Yes, if the problem is that, that in addition, as soon as you take them out of the ordinary, they dedicate themselves to repeating the same thing over and over again like parrots. The number of Jazztel outages if it was Spanish and has gone crazy as much as I have.
The funny thing was in the afternoon, on Amazon orders it says that they have complaint forms available to customers and that you contact customer service, so it took me 5 calls for someone to understand that a complaint form is not a web form where I put my complaint, and they sent me this link (as is)
http://www.pdf.investintech.com/preview/63725f80-d047-4770-91a4-ec93d3bb75b9/index.html

To do it in Madrid and by electronic means:
Consumer Portal of the COMMUNITY OF MADRID:

[Fassou]

To resolve conflicts with telecommunications companies in general, we also have this Portal.

Salu2!

[packosoft]

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@lforos:

Para hacerlo en Madrid y por vía electrónica:
Portal del Consumidor de la COMUNIDAD DE MADRID:

no, si la hoja de reclamaciones la tenia ya escrita (una ventaja el trabajar a 2 manzanas de la central de la OMIC de Madrid xDDD), pero queria ver si terminaban negandome la hoja de reclamaciones porque la multa por esas cosas es gorda tambien :troll:
@Fassou:

Para resolver conflictos con empresas de telecomunicaciones en general, también tenemos este Portal.

Salu2!

Veremos a ver si terminan diciendo algo mañana, ya han pasado mas de 24 horas y sigo sin noticias…

[packosoft]

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la incompetencia de Jazztel ralla lo absurdo.
Ya pedí la portabilidad de la linea de mis padres a Oh NO y la de mi casa a Timofonica Vomistar, pues me llaman de Jazztel ayer al movil para preguntarme que por qué me voy. Le suelto toda la retahila a la chica, me pide el telefono de mis padres y me asegura que en esta factura ya estaba cambiado. Me voy al area de clientes y efectivamente por fin habian cambiado el numero de cuenta, pero en lugar de poner la que les di en Octubre han puesto un numero de cuenta que deje de usar en 2008…:wall:
En fin, que me ha ofrecido dejarme el ADSL a 9'95€ + el mantenimiento de la linea pero le he dicho que ya no hay vuelta atras. De verdad que no me puedo creer que una empresa como Jazztel pueda ser tan incompetente y negligente con una tonteria como un cambio de domiciliacion bancaria

[Mystique]

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packo, cuando tengas la linea en oh no! me das el numero y te miro lo que te han puesto, a ver si el comercial te ha colado algo (pasa a veces )

[Vanisher]

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Sé que el tema tiene algunos meses, pero no puedo dejar pasar la oportunidad para decir que Jazztel es una p* mierda.

A mí me cobran por llamadas nacionales, y ahora, a todos, por una factura en papel, COSA QUE ES ILEGAL.

Ya me han engañado dos veces, así que me voy y no vuelvo.