Tuesday, October 18, 2005

At long last

I have finally got everything finished up with Look Communicaitons....Ok not completely they still have a couple of things to do but at least the billing end of things is now done.

Here is the story in it's long windedness.

Six years ago I ask them to take payments off my Visa and start invoicing me. They didn't so five years ago I called them and asked them to change it so I was. I figured a simple clerical error and it will now be fixed. Boy was I wrong! Fast forward with annual calls say "Please change your billing arrangement."

This year I got fed up and I asked Visa to not pay them. I only found this out after a while because Visa called me saying "Why haven't you payed your bill?". Only to find out that I forgot to inform them about my change of address. Anyway they wouldn't deal with it because of the age of the billing. I then called Look to yell at them saying pay off Visa because they are on my back. This at least had their attention. I asked them to take care of the problem and send me an invoice. It seems that I had too much trust, one would think I would learn, but anyway it wasn't done. Try again two months ago. No luck. Last month I just demanded to speak to a supervisor and someone who could actually work the accounting system. They told me that someone would contact me in 72 hours.

24 hours later no call.

48 hours later no call. So beings the weekend. At this point I don't care that it is the weekend.

72 hours later still no call.

I call in the morning on Monday saying "Where is my supervisor call?". It turns out that a bunch of the supervisors decided to go on vacation and leave it all on Alex's plate. To my delight I get a call at 5pm that day. I outline the situation to Alex and he confirms it on the system that they have there. Promises again are made. After the initial billing issue is sorted out it seems that Look Communications can't pay back Visa because it was more than six months ago. So I pay off Visa and make them happy.

It is now on record that IF anything like this happens again I will get free webhosting and dial up for a year until the problem is corrected.

Now if any of you are asking why I am still with Look after this issue I have actually been with them since .... 1989. Ya before the internet went commercial and a high speed connection was considered 14.4kbps and T1 backbones were considering screaming fast. However I can actually say that this has very much tainted my view on the company.

Is it really that hard to get a simple request filled?

4 comments:

Phalse Impressions said...

As a foot note I'm not being invoice according to the system even though it breaks the rules.

Purple Mangos said...

From a legal perspective, I have to say that your story really hurts me. :P Although I suppose it is an example of how people in the real world don't consider the consequences of their actions according to the principles of contract law before taking them.

I'm glad it worked out for you.

MotivatedTea said...

You should ask Purple Mangos how hard it is to get a request filled like "Please fix my computer so that it works."

Purple Mangos said...

*deep sigh*