Hello,
I was having problems with my youview box and talktalk have agreed to exchange it.
I was given a delivery date of 3rd Feb and that was fine.
However, earlier this week I recieved a text message to say the box will be delivered within 2 working days which was a change of date I hadn't agreed to, luckily I was off work and able to accommodate. I confirmed the exact date via text reply and recieved confirmation.
Today I have packed up my youview box and waited at home for the exchange. I recieved a message to say the box has been successfully delivered to a name unknown to me, but I have not actually recieved any delivery. Having been indoors I had not missed the door bell and decided to speak to UK Mail about it.
They told me the consignment number for the delivery do not match my address and that they have had a problem lately with talktalk sending delivery details to the wrong customers. The delivery I had waited home for was for a different customer.
I rang talktalk to confirm what was going on, the person I spoke to confirmed there were no deliveries scheduled for my account for today and that the delivery was still planned for 3rd Feb. I tried explaining to the person that I had waited at home for a delivery today which wasn't ever coming, and said they might want to contact the other customer to let them know what had happened (as they would not have recieved any messages to say the box had been delivered, maybe to a neighbour). The person just ended up repeating my delivery date and said that no one had contacted me to change it, despite me telling him about the messages. I felt like he was accusing me of lying.
Every time I tried to explain something he just went silent for a few seconds and repeated my delivery date. He didn't even apologise for the mix up. Maybe he didn't understand what I was saying. But he should have got an idea of what I was saying and Apologised for my wasted time.
So now I've had to wait at home today for a delivery which was for a different customer and not recieved an apology for it. I'm sure if the boot was on the other foot I'd be fined in my bill for a missed delivery.
I like talktalks products, and have no issues with the actual service I recieve. But your customer services and organisation leave my annoyed and wanting to go elsewhere.
I was having problems with my youview box and talktalk have agreed to exchange it.
I was given a delivery date of 3rd Feb and that was fine.
However, earlier this week I recieved a text message to say the box will be delivered within 2 working days which was a change of date I hadn't agreed to, luckily I was off work and able to accommodate. I confirmed the exact date via text reply and recieved confirmation.
Today I have packed up my youview box and waited at home for the exchange. I recieved a message to say the box has been successfully delivered to a name unknown to me, but I have not actually recieved any delivery. Having been indoors I had not missed the door bell and decided to speak to UK Mail about it.
They told me the consignment number for the delivery do not match my address and that they have had a problem lately with talktalk sending delivery details to the wrong customers. The delivery I had waited home for was for a different customer.
I rang talktalk to confirm what was going on, the person I spoke to confirmed there were no deliveries scheduled for my account for today and that the delivery was still planned for 3rd Feb. I tried explaining to the person that I had waited at home for a delivery today which wasn't ever coming, and said they might want to contact the other customer to let them know what had happened (as they would not have recieved any messages to say the box had been delivered, maybe to a neighbour). The person just ended up repeating my delivery date and said that no one had contacted me to change it, despite me telling him about the messages. I felt like he was accusing me of lying.
Every time I tried to explain something he just went silent for a few seconds and repeated my delivery date. He didn't even apologise for the mix up. Maybe he didn't understand what I was saying. But he should have got an idea of what I was saying and Apologised for my wasted time.
So now I've had to wait at home today for a delivery which was for a different customer and not recieved an apology for it. I'm sure if the boot was on the other foot I'd be fined in my bill for a missed delivery.
I like talktalks products, and have no issues with the actual service I recieve. But your customer services and organisation leave my annoyed and wanting to go elsewhere.