Friday, December 04, 2009

It Has Arrived!!

Well the router arrived!  At just before 3pm  Almost exactly 2 days!!! since I requested it.

Guess what??  Yup.  They sent the wrong one!  Our previous router was wireless, this one isn’t! Good thing that we can survive without the wireless functionality (for the time being).

All excited (as I really don’t like lawyers shouting at me) I plugged it in and connected it up.  Guess what???  It did not work!

I checked that the correct password was entered, and finally gave up and called the Help Desk (Glutton for punishment that I am).  10 mins of waiting on the phone and a human answered.  Would you believe it the connection sprang into live that very second.


The chap on the phone said he would ask the supplier if they will send us another correct one.  He did not sound to hopeful.  If they do I suspect that they will want to swap the one we now have, on the spot.  That is a non starter, unless the office is empty.

I tried to call Katy to tell her.  But she has gone till 4:00pm.  Her colleague promised that she will call me.

So now we need to talk about compensation.

There is the 48 hours of down time.  There is the cost of my time chasing Demon for what should have been, at worst, a next day delivery (with no chasing).  There is the time the lawyers have wasted having to send long emails on Blackberry (actually I suspect some of them slunk off to a local internet Cafe, but even that costs).

I am now going to send a text to Stuart to let him know the current status.

Oh and by the way, the left hand needs to talk to the right.  I am now informed that the delivery cut-off time is 2pm.  Had they told us that 2 days ago I would have gone out and purchased a router and not gone through all this pain.  Shame that this information has not percolated round Demon.  Katy tells me that she did know this.  Nice of her to tell me.  Or is this all part of the Demon Fantasy land?

Katy has just called.  Apparently we can request “Service Credits” to compensate us for loss of service.  Apparently I have to go on their website and fill in some forms.  Bit of a cheek really, considering how much time they have wasted.  I asked her to do it.  Let’s see shall we.

All in all, this has to be the worst service I have received from a company, that I did like a lot, for a long time.  I used to recommend Demon to my clients, but I shall have to give this some thought.  Can I in all honesty recommend them?

Clearly Demon do not give a hoot about their clients.

Watch this space…..

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