Dear Sirs,
I am writing this message on this site because there seems no other way to express my utter dismay at the way you have mishandled my order for fibre TV. Since the end of June, when the order was placed, your records will show that I have had at least nine unfulfilled promises of go live dates, innumerable unfulfilled assurances of return telephone calls, escalation, (whatever that is), emails, visits by your engineers etc. This complaint came to a head last week when an advisor from your customer services (speaking from the Philippines of course), convincingly assured me that an engineer would visit at 17.30 to install the TVs box , so I cancelled a prior arrangement so as to be at home at that time. She also promised to contact me the folowing day at 12.00 to check that the visit had happened. As before, nothing happened. If you have the time and care to read the extensive notes associated with the order, they will show the number of times I have telephoned your customer services in its pursuance. The “my account” page at one time even showed that an engineer had visited me mysteriously two days ahead. I wish I could forecast the future.
May I take this opportunity to try and convince you that despite your use of undoubtedly keen and well trained foreign correspondents reading from scripts, it is a most frustrating and ultimately pointless feature of your operation, if you have a hearing problem. With a few exceptions, the speech is usually garbled and delivered at such a speed as to be unintelligible, resulting in me frequently asking for a repeat of whatever had been said. If you can, as you claim, recover some of the recorded conversations I have had, you will understand.
The telephone and broadband non-fibre service you provide is fine, download speed of 14Mb consistently and billing easily understood. As a compromise, and in view of the 14Mb speed, would it be possible to run TV without fibre? If as I understand from one of your (English) correspondents, the TV service itself, like the broadband, is notionally free, this would save you the cost of commissioning a fibre service and me the agreed £5 per month fee.
If you would care to discuss this whole sad and sorry matter with a view to completion or termination, I would be pleased to receive a telephone call from an English person, on my land line, which unlike my modest mobile, has good amplification and recording functions.I hope you can understand why I have now reached the end of my patience with Talktalk as far as TV is concerned, and I now believe I would probably be better off elsewhere.
Yours Sincerely,
tarpiks