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1

Frage

2

Antwort

3

Lösung

Technical support request and complaint
Mateusz1
Digitalisierer
Digitalisierer

Hello,

 

Let's start with my technical problem:

I am having issues with my Internet (Red Internet & Phone Young 500 Cable). I keep getting short disconnections. I loose internet connection for few seconds, then internet comes back only to get disconnected again. This repeats many times a day.  It is unaceptable, especially since I have to work from home, because of current coronavirus situation. It disrupts my work since I have to use virtual machine (citirx).

 

Now for the complaint:

I have already called your cusomter service. After few tries, I've finally managed to talk with someone in English and they've opened a techincal ticket for me (number 001-***). Then, I was called to by the technical support. Unfortunatelly, the guy that is handling my ticket, refuses completely to talk with me in English.  I've already talked with him twice. Each time, he didn't fix anything and just closed the ticket. What is the deal with that? Customer service people, told me that their boss prohibits them from talking in English even though they can speak English. WHY IS THAT!? Is your boss some old grey-haired guy/gal, that misses the good old days of third reich and is too prideful to accept he lives in a country with open borders and non-german speaking people? I will gladly talk to him/her directly and hear the explanation. If your company is not welcoming to non-germans, maybe you shouldn't sell us your services at all.

 

Please, also provide me with your code of conduct for customer complaints. I also want a timeframe of when my issue will be fixed. I know my rights and if you keep refusing to fix my internet problems, I will ask for legal help from the European Consumer Center.

 

Thank you and stay healthy.

 

Edit: @Mateusz1  moved to the right board.

25 Antworten 25

I have not received any tracking number or anything and the ticket you have opened has been immediately closed.

Claudia
Moderator:in
Moderator:in

Hello Mateusz1,

 

for some reason there was an interface error so the task for the replacement was closed by the system. I made a new one, please reply here again so I can check if everything worked this time.

 

Kind regards,

Claudia

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Interface error? Seriously? 

I think the reason is that Your `interface` just doesnt like me.

 

Ok, anyway, I am answering again. Please check is everything fine.

 

Should I also send You photo of my current modem? or cable? or place where the router is? Or whatever else? 

Wallace
Moderator:in
Moderator:in

Hi,

 

yes there was a system error. According to the current ticket, the new router will soon be dispatched.

 

Regards

Wallace

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The new modem has arrived and I have connected it. It seems that this has fixed the issues.

 

Thank you for all the help, even though it was a bumpy road. I hope this is the last of the problems...

ERFD
Moderator:in
Moderator:in

Hello Mateusz1,

 

thanks for your feedback. We will close your post with this.

 

Best regards Fred

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