Basically, would it be possible for TalkTalk to set up such a department to actually help customers ?
I am a new customer (since December 2nd) and so far have been totally underwhelmed by the TalkTalk experience. So much so I am considering cancelling my account.
I waited the 2 weeks for the line to "settle down" and have had nothing but constant low speed and disconnects since. The service is unusable.
I have contacted your alleged customer support, initially just getting through to an automated responder who told me the line had been checked and found no problems. After calling back I eventually got through to an operator who said they would check the line and call me back in 20 minutes. No call back - my phone did manage one ring, was answered immediately and no one there...... that is NOT a call back.
I have contacted you again via the chat option and been told it is a line problem that needs an Openreach person to sort out in 2-3 working days. That is all well and good but what is 2-3 working days ?
Does this mean i have no service until Wednesday/Thursday next week or will it be looked at by Monday ?
I, like many others, have everyday of the week as a working day why do you not ? After all it is a 7 day service for which we pay.
Like many others in the service industries, my company only get Christmas day off and have to work the rest - why have you closed down all your offices for a long weekend on probably one of the busiest weekends you are likely to see?
Your site says chat advisers are available but they are not.
You also appear to be relying on the good will of other customers to solve issues via the forums, well GiffGaff use this and it is not very successful - with the best will in the world, customers cannot fix what you SHOULD be doing.
All in all, TalkTalk is not showing itself to be a professional company.