26 May 2006:18.00
Mr Mike Read,
Chief
Executive
PIPEX Communications UK
Ltd
Portland Street
Beeston
Nottingham
NG9
2LP
One page by fax only
to: 0115 877 0213 (Fax No.5)
Dear Mr Read
RE: 123-Reg.co.uk: Fault ticket: 1255190: www.tellshell.net
ANOTHER UPDATE
Several more calls to your 50p per minute number.
I did speak to “Stuart” at 16.21pm. He was more responsive than previous members of the support team and kindly volunteered to leave a message for the development team asking them to respond by 5.30pm with an update on what was happening in respect of the above fault. (He said that Mr Harrison was still unavailable.) I asked Stuart when the 50p call per minute charge started – with the opening pre-recorded welcome to 123-Reg announcement or when a live human answered. He said that it was the latter.
I subsequently made two further unanswered calls each time waiting for two minutes before the call was terminated with another pre-recorded announcement, without ever being answered “live”.
I did manage to get through and speak to Kerry at around 5.26pm. I mentioned that the opening announcement message had suddenly changed. It now says welcome to 123.Reg – service calls are chargeable and you are now being charged for this call… Kerry admitted with amusement that this change was made as a result of my communications today. That speaks volumes. So apparently the information given to me earlier was incorrect. I must have spent a small fortune in the past three days being charged for calls on a most dubious basis i.e. being encouraged to hang on for someone to answer in your normal office hours when in fact on several occasions no one took my call and it still apparently cost me £1 each time.
The bottom-line as of 6pm Friday is that no call had been received from Mr Harrison and the website is still down. Your support team facility closed for the weekend as of 5.30pm.
Frankly I am disgusted with the lack of service and the way in which your company operates. Your comments would be welcome.
Yours sincerely
Alfred Donovan