CCT Boatphone.
I have ranted and raved about this company many times. We figure they have the lousiest customer service of anyone we have ever met. I am DONE with NOT speaking my mind on them. Perhaps with enough bad publicity someone will actually pay attention.
We have had an account with Boatphone for like 13 years. We figure we have paid them well in excess of a hundred thousand dollars in that time. Conservatively. The last time we purchased an (expensive) phone through them, it came with a french plug in! This spring while home we bought an unlocked IPHONE.
We have not had a contract on them for a decade, and our bill has always been post pay. We have spent many hours over the decades trying to sort out all the problems their business models and change of business models affects us.
Many years ago, we used to regularly have to go in and see Rob Lyons cuz they would cut off our phone every time they changed something. Usually on Post Pay you are allowed some time to pay the damn bill. When we went away sometime this year to just pay the darn bill when due as we were not on island to receive the always late bills in the mail anyways and then have to go through the whole please turn my phone that you should not have cut off back on.
While on the charter before this one, our phone, internet, and modem was all cut off with no messages. We waited for a day figuring there was just problems with the system. It never came up. We called. They had cut us off for "non payment". It turns out our credit card expiry date was past.
WHen inquiring about why no text or call to say credit card was expired they said "ah, we used to, but customers complained because the phone rang in the middle of the night and that they stopped doing it...and we have so many customers we really could not keep up with that"
and...when inquiring how this is possible in this day and age of internet and computers were told:
"we should call in once a month to check and see if the expiry date on our credit card was that month or not"
One week later we get a text saying that our phone is going to be cut off again unless we pay the bill. Sigh.
This then happens:
Bazza calls. They answer the phone hello. They say then their system is down. They say that the text must be because of the bill last week. We say no, we gave them new credit card details. They take our info and tell us the billing manager will call us back. They never do.
Bazza goes into Boatphone yesterday. Saw customer service agent "ah yeah, we have been having problems with the credit cards"
Bazza says " Does that mean that credit cards for monthly services cannot be used?"
CSA says "Yeah that is right you have to see customer service"
Then he waited. and waited. and in case he was bored he did some more waiting. For an HOUR AND A HALF. Eventually they saw him and she said "ah yeah, the machine was down on Friday (holiday) and it was down for a bit later, but it is up now"
"Anyone who's date was then to come out would get a message saying they would be cut off, and she will see if she can make it go through"
CSA then says "Oh, it is declined"
She looks up the credit card on file, and it turns out that a week ago when he switched cards cuz they had cut us off, all they did was change the expiry date on the c/c he gave them, not the credit card number.
Bazza: "what plan are we on?" "We should be on Freedom 1"
CSA: "No actually you are on Freedom 2, which means you either get unlimited international to certain places or you get mobile internet"
Bazza "no, we are supposed to have both, I brought in the phone 2 weeks ago and set that up"
CSA" looks it up and says, actually you do have both but you are only being charged for freedom 2. Which when they eventually find that out they will charge you an additional $20.00 a month"
Bazza hands her a brochure that he picked up in the front that said if you are on the Freedom 1 plan you can get up to 50% off on your other mobile devices. What is the deal, why aren't we getting that?
CSA: "oh no no, that is only if you have been on a contrat and your plan is about to run out"
Bazza "Well, I don't have a contract, my contract ran out 12 years ago"
CSA: "no no, you are you on a contract until the 6th month of 2013"
Bazza: "no, i have not signed any contract, nor will I sign any contract, I do not have a contract"
They work out that when he went in a few weeks ago and got the mobile internet put on the IPHONE that we bought in Canada, they clicked the "you are on a 2 year contract button" on the computer.
CSA: "well that is strange, that should only be if you bought the phone through them at their discount (ahem) rate and not brought in your own phone"
Then it is left as she will have to get ahold of her boss (at lunch, 3 PM in the afternoon) and they will call us back.
At 2 PM Bazza tried to make an appointment with the General Manager, who's secretary said "you will have to call back later he is at lunch!"
Here we sit the next day.
Really? Really? And you wonder why I make Bazza do these things?
Next up: Our bank here.
We have ordered business checks TWICE in the last 4 months. We don't have them yet and instead are buying their very expensive ten pack they make up in the bank. You can ask why. The first time they told me the place was closed in PR and they would take the info, call it in in the morning and order them. I tried to give them a voided copy of the old check, but they said they did not need it.
The second time, same story, and it was just before we went off island, so I assumed (wrongly) that they would be here when we returned. Third time I sent in Bazza. No checks. Why you may ask? They don't make that style any longer (it was whatever the bank gave us at the time, not like we are stupid enough to pick a special STYLE here in the islands now are we?) They said they had left us a message (of course they did) and wanted to know what style they should order. Bazza said they should order the style with wings that gets here the quickest!
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