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On Customer Service

echolot:

mareen:

One can only be happy with their internet service provider.

I used to be anti- Deutsche Telekom until I worked for them. Then I got to delve deeper into the structures of all this and can apprechiate their service.

For example, today I filed a claim for a slow internet connection via contact form, which was then solved by distance-reset within less than 15 minutes and finished up with a call from them. And when something actually breaks, the free hotline sends new hardware (happened before, too).

Just saying this because I have many friends who never hear back from their phone/internet companies when they have problems. That is what happens when you want to spend less and less and less.
And I get no special treatment, I pay like all other costumers.

This is one of the very few positive stories I’ve read about Deutsche Telekom and its customer service lately. Kinda nice suprise. I’m with Alice and pay 30€/month. Although reading lots of bad stories about Alice’s customer service, I only have positive thing to report. So far. Knock on woods.

I have Alice. And it sucks balls CS wise. Speeds are nowhere near 16 Mbit, but the advertising is blatantly promising this. There is an incredibly high error rate of dropped calls and reconnects, but in the end I only pay 30€ with telephony included. Plus, no 24 months contract - i can say goodbye within a month. So, i don’t know what I get, as Mareen suggests.

On the other hand, my parents switched from the pink T to another company, and now they are really screwed. I mean, the CS hotline costs 50 cents per minute and sometimes I just can’t call their landline. They really want to switch back, but there’s these 24 months… I guess you really get what you pay for.

BTW, i also worked for the Telekom. And knowing their company structure and internal problems, their service is actually remarkable.