Friday, July 18, 2008

Fastweb must die

How can a company of this size be SO unbelievable inefficient when it comes to customer service? It's immensely frustrating, annoying, time-consuming, upsetting, mind boggling, etc.
And the worst part is, there's not a damn thing I can do about it, I'm at their mercy. Calling the customer service number is a joke, emailing them is useless, and they have no real office I can go to and speak with an actually person. I am so tempted to cancel both my phone line & Internet and never deal with a phone company again. This time it looks like not even the consumer protection office can help me. I am about to go postal. HELP!!!!

***UPDATE- I wrote a letter to Fastweb and it seems it did the trick! They emailed me about my problem and assured me it's being taken care of. Yay!


nyc/caribbean ragazza said...

When I was trying to decided with company to go with I heard so many horror stories about Fastweb, esp. about their customer service. I decided to take a chance with Telecom Italia.

What is the problem with your service? How long is your contract for? I didn't know there was no office! That sucks. Call me analog but I like having a real person to talk to face-to-face. It's why I didn't sign up for virtual banking even though there are less fees.

Isn't Fastweb's whole marketing strategy is that they are more reliable then Telecom Italia? They are def. not cheaper. They need to step up. Every single friend of mine who has Fastweb complains about them.

I wish you luck and hope your weekend is better. After the last few days I've had, I am looking forward to having a few cocktails with friends. ha

romerican said...

Yeah Fastweb has a pretty bad rep for customer service now. I'm not sure if Telecom's any better. Honestly, all the phone companies are great at getting you signed up & hooked up nowadays but when you have issues, questions & problems- that's when they all seem to flake out.
I switched to Fastweb when they first came on the scene because Telecom was more expensive and wasn't technically up to par. I vowed I'd never use Telecom again after the nightmare I went through switching to Fastweb... let's just say Telecom tried to sabotage the whole process by doing and saying some crazy shit.
I just wrote a letter to Fastweb and I'm hoping that'll help. Fingers crossed & thanks for the support!!

Leanne said...

Maybe Telecom will be better.

We are with them and there was a problem with the handset not working and after trying for ever to get through to a real person - we finally not only got to speak with someone but they sent a technican out the next day.

It does take a while to get through though, and they often 'accidently' hang up on you when you do speak with someone but in the end they came through for us.

Nancy - Girl in Giro said...

I have the same horror stories with Tiscali. They told me I would have to wait 20 days for service activation and I waited three months. The customer service people were rude and useless. Grrr!

Alex said...

I love Fastweb! Until I have to negotiate their automated telephone helpline menu system, that is.

Actually, aside from one incident, the Fastweb experience has been OK. At least the line rarely goes down, and the connection is quite fast.

Luckily, I have only had to bother with customer service a couple of times, and, once you get through, it's not too bad, provided all they need to do is to reset their gear.

When our Fastweb TV remote broke, they changed it within a day or so. I was impressed.

Interesting observations here, and thanks for the mention.

All the best,


Romerican said...

Alex- yeah, in terms of their performance, fastweb is good. In fact, I've never had problem with my phone or Internet connection. The customer service is ok for basic things but if/when you have a complex or different kind of request, they don't know how to handle it and they give you the run-around for months. Things like reimbursements, changing contract names, etc are NIGHTmares, trust me ;)