topic Re: Inconsistent customer service - replacement router delivery - same day, next day, 2-3 working d in Broadband

Inconsistent customer service - replacement router delivery - same day, next day, 2-3 working days.

harrybarman — Sat, 22 Oct 2022 09:50:01 GMT

I've had wildly different information from customer service reps about how long a broadband router takes to turn up. I've been told:

1) "BrightSparks" engineer diagnosed a fault with the router and said I'd get one same day or next.

2) Customer service rep saw the message from the engineer hadn't been actioned and said they could arrange an urgent delivery and said it was booked in.

3) Customer service rep said that wasn't true - it was going to take 2-3 working days to arrive

4) Customer service rep said *that* wasn't true and actually it's 3-5 days,

Clearly customer service reps and engineers are woefully undertrained and have no idea of what's going on. Anyone else know?

Re: Inconsistent customer service - replacement router delivery - same day, next day, 2-3 working d

harrybarman — Sat, 22 Oct 2022 10:10:05 GMT

I don't know whether someone expedited this (many thanks if you did). But it looks like 2-3 working days was the correct answer. My replacement is out for delivery today.

Re: Inconsistent customer service - replacement router delivery - same day, next day, 2-3 working d

harrybarman — Sat, 22 Oct 2022 12:53:50 GMT

The router delivery was booked in yesterday but customer service couldn't tell me that.

Re: Inconsistent customer service - replacement router delivery - same day, next day, 2-3 working d

Anonymous — Mon, 24 Oct 2022 05:39:47 GMT

Morning,

I'm sorry for the delay. How are you getting on? Has the router arrived?

Thanks

Re: Inconsistent customer service - replacement router delivery - same day, next day, 2-3 working d

harrybarman — Mon, 24 Oct 2022 07:18:48 GMT

Hi - yes it has thanks!

Re: Inconsistent customer service - replacement router delivery - same day, next day, 2-3 working d

Anonymous — Mon, 24 Oct 2022 07:25:32 GMT

Hello,

I'm glad to hear this and thanks for confirming 🙂

Thanks