1 Star is 5 too many for XLN
IF YOU VALUE YOUR BUSINESS, IF YOU VALUE YOUR OWN CUSTOMERS
IF YOU CARE ABOUT YOUR HARD EARNED PROFITS
STAY AWAY FROM XLN!!!
THEY HAVE NOT CEASED TO COST MY COMPANY TENFOLDS OF WHAT THEY CLAIM TO SAVE YOU.
Currently I have lost minimum of £1000 in sales, plus £120 for their own incompetent engineer.
It’s never fun when internet is lost due to faulty line.
Customers disappointed, card sales transaction lost in hundreds £££ a day.
Naturally I would ring up my service provider to rectify the fault.
Engineer John turned up.
“Can’t find it (junction box). Can’t do it. Can’t fix it. You will need to sort this out of hours” Ripping out ceiling tiles.
Out of hours would mean extremely early or very late so it would not affect trading hours of the shop.
So day 2, Engineer Barat turned up during trading hours, not out of hours.
Since he was here, let give it a go and fix it.
And so he did, spent 30-40minutes back and forth, located the line, the fault, the junction box, no need to go up the ceiling or to remove any tiles, fixed everything.
Phone line working, broadband working!!
Had a quick chat with this nice engineer, he told me the John engineer from yesterday was LOOKING AT THE WRONG PLACE, while he did that, he managed to yank out and dislocated the phone line itself.
NOW HERE COMES THE BEST PART:
XLN are now charging for a “Missed Appointment fee of £100 VAT” for John the engineer “NOT BEING ABLE TO DO HIS JOB”!!!!!!!!
Let me point out.
Same shop unit, same address.
Same line, same fault.
Same time, during trading hours.
While Barat the engineer can do his job correctly and smoothly.
We have the incompetent John not doing his job and MY BUSINESS IS CHARGED £120 FOR HIS INCOMPETENCE
Of course at this point I have been speaking with Michael from XLNs fault team, and while he says that they, XLN, will look into this matter and put this Missed Appointment fee on hold until it is resolved, GUESS WHAT????
XLN STILL TOOK THE MONEY ANYWAY!!!!!!
I should point out that Michael did say it is up to XLN to decide regarding this fee, but then towards the end of our conversation, he then said it was BT Openreach.
1 Star is 5 too many for XLN from my experience.
PLEASE STAY AWAY IF YOU VALUE YOUR BUSINESS, or if you got a business to trash, then that’s a different story.
Some bright spark decided to switch over our broadband before sending out or even to check if we have our new router.
The result is spectacular!
No internet down for 24hrs and counting!
We lost hundreds of £££ in business as we can’t take card payment due to no internet!
Nothing worst than watching our customers walking out our door disappointed!!
No offer of any compensation with pour lost of trade!!!
Now We just found our telephone line suddenly goes through to a different number to a totally different shop!
Our customers are livid as they can’t get through to us to order on the phone, and when they do come in, there no customer WiFi availabile and to top it off we can’t accept cards!
Wow. Now we ask ourselves, is it really worth that £2 saving for THIS??????????
The only “Good” thing is that XLN support picks up their phone within 2 rings.
They do try to help with the situation, but the huge damage is done. Let us correct that, the DAMAGE IS STILL ONGOING AT THIS POINT.
I GUESS THIS CAN BE DESCRIBED AS:
FRUSTRATING/DISAPPOINTING/FUMING/HEART-SINKING/SEEING MONEY WALKING OUT THE DOOR
This can be achieved with a saving of £2 a month versus our previous service provider!!
I am pleased to say that the team at XLN, customer care, broadband support team, landline team have all tried their very best to help our business to get back on track and online. Sophie, Dominic, Mike to name a few, I hope I got their names right.
They have made tremendous effort to put things right.
So, after 48-50hrs of down time, business was lost in the region of £300-£400.
The disappointment to our customers was much much harder to calculate.
XLN had given a 2 months worth of credit towards the bill as a goodwill gesture.
Overall, some basic human error caused a big disruption; and like any good human being, XLN tried their very best to make things right.
I respect that.