EMAIL RECEIVED FROM PIPEX 123-reg.co.uk
RE: 123-reg Complaint > Fault Ticket No. 1255190
5 June 2006 11.27am
Hi,
123-reg would like to apologise for the delay in responding to your support query, this has been caused by an unprecedented amount of contacts to our support team.
If your fault has not been resolved, then please send this email back making sure that your username and the domain(s) (if applicable) are present in the email.
Many issues can be resolved via the FAQ section of our 123-reg website.
http://www.123-reg.co.uk/support/
To quickly get you to the right area the below links are available for information on our most frequent questions:
http://www.123-reg.co.uk/support/#
Regards,
123-reg Support
PIPEX
Telephone: 0900 22 11 123 (calls are charged at 50p per minute)
Fax: 0115 877 0213
website: www.123-reg.co.uk
Part of the Pipex Group
This e-mail is subject to: http://www.pipex.net/disclaimer.html
-----Original Message-----
From: alfred@shellnews.net [mailto:alfred@shellnews.net]
Sent: 26 May 2006 10:37
To: 123-reg.co.uk Support
Subject: 123-reg Complaint > Fault Ticket No. 1255190
******************************
DELETE BEFORE SENDING TO CUSTOMER
The customer submitted a form from the support site with the following details:
Subject: 123-reg Complaint > Fault Ticket No. 1255190
Domain: www.tellshell.net
Stated response: Saturday 29 of May at 1:33:11 (not quoted to customer)
Name: Alfred Donovan
Email: alfred@shellnews.net
Checked FAQs none!
******************************
Copy of a fax sent this morning.
26 May 2006
Mr Mike Read,
Chief Executive
PIPEX Communications UK Ltd
Portland Street
Beeston
Nottingham
NG9 2LP
2 pages by fax only to: 0115 877 0213
Dear Mr Read
RE: 123-Reg.co.uk: Fault ticket: 1255190: www.tellshell.net
This fax is in relation to the 123-Reg.co.uk division of Pipex Communications UK Ltd.
This is now the third consecutive day that the above website has been down.
The following is the announcement displayed on the website since Wednesday afternoon: "ERROR: This blog is on hold because its bandwidth has been exceeded. Please contact your blog provider."
I have already supplied you with copies of relevant correspondence including the apology received yesterday afternoon just after 3pm. In the same email I was informed that you hoped to have the bandwidth problem "resolved shortly".
Since service was not restored, I telephoned on a number of occasions before 6pm knowing that your support only operates in office hours. It says on your website: "Phones are manned from 9.00am to 6.00pm Monday to Friday. Calls are charged at 50p per minute." A pre-recorded voice made a welcome to 123.Reg.co.uk announcement and informed me of the 50p per minute charge. This was followed by 2 minutes of the phone ringing before another announcement stated that no one was available to take the call. Assuming that the 50p per minute charge commences from the time the first announcement is made, it cost me £1 per call (and I telephoned on more than one occasion) before discovering that I was wasting my time. When I telephoned this morning, I was informed that contrary to the claim displayed on the Reg-123 website, your phones are not manned until 6pm. For several months the so called support service has ended at 5.30pm not the advertised time. This discrepancy has cost me money!
(and no doubt other Reg-123.co.uk clients misled by the relevant information).
The information given today is that the bandwidth problem is being handled by your development team. There is no indication of when the service will be restored. If this does not happen today, the site will be down over the weekend.
I have already mentioned to you that the service is unreliable because of the downtime due to "maintenance" (several hours at a time without any advance warning received) and bandwidth being exceeded (again without any advance warning). I have also sent emails to Reg-123 when the site is unobtainable for several hours at a time without any reason being given. Do you want your company name to be besmirched by such poor service? Surely it would be a better policy to charge more and provide proper support.
Your support team appears to be fed up with my telephone calls (I am also fed up with making them). The person I spoke to this morning (Paul?) is for some reason tetchy about questions relating to the involvement/reliance on your sub-contractors.
I have repeatedly made your support staff aware that there is nothing personal. My complaint is in relation to Reg-123.co.uk, not against any individual.
I would respectfully request that you personally look into this matter as a matter of urgency. That is an element which appears to be totally lacking.
Yours sincerely
Alfred Donovan
END