Just wondering why I received a feedback survey after NOT making a call.....?
Any surveys we are sent should be relevant to our particular circumstances!
I don't particularly appreciate being addressed: "Hello (followed by my first initial)". That is presumptuously informal.
Then:
Well, no, I did not call Talktalk on 7th June.
I ran a speed check, that's all, as speeds had been dire earlier in the week: crashing out drop outs Sunday 1st into 2nd; overnight dropouts Monday to Tuesday; drop out 10.30pm + Tuesday evening. Thereafter speed checks showing 5Mbps, so below my guaranteed minimum.
Bounced back to normal on Saturday morning. Still within the "good" range today, but I will be keeping an eye on it.
So the only real communication with Talktalk had been earlier in the week when I also checked connection status. A fault was given a reference number - then a follow up email "with the next steps shortly" and "Did you know? You can complete these tests ....., My Connection....etc"
Umm... yes, well that's where I had run the test from in the first place. I seem to have received texts on Friday 6th about it: a multiple clump all timestamped 8am.
I had NOT used Livechat either.
It's best that customers leave Talktalk to get on with it as much of the time it's nothing to do with anything at home.
It was a particularly poor service this past week, which has apparently been resolved through the automated processes, for which I am pleased and thankful.
However at no point did I use Chat or make a phone call, so the survey that popped up was not fine tuned enough at all to make any sense to me.
Please feed back these points to those who run your surveys, as it's just an irritation when something pops up in the inbox that is so wide of the mark as to muddy the waters and waste further customer time.
