Awful Exetel Customer Service

eurohog on 29/04/2019 - 13:00

hi Folks
how long is too long to wait for a customer service call??
i have just signed up to the Exetel NBN deal posted a few weeks back and tried to contact their customer service
i waited 55 mins for as an existing customer to try and reorganise a tech appointment
what's the point of SMS me to confirm my availability when i replied and still no follow-up and told me i will be charged for an appointment fee for not being available at home! (u serious??)
at least send an email to all Exetel customers stating the customer service is unable to keep up with the demand after the bombing in Colombo
can u really do business, Exetel??

angry and frustrated new customer

Internet Broadband nbn

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Comments

  • Cheeper on 29/04/2019 - 13:10

    Have no probs with them. Been with them for around 15 years.
    They are not a hold your hand provider but still good value for the $.
    What exactly is your problem?

    • eurohog on 29/04/2019 - 13:15
      +1

      i want to reorganise NBN tech appointment but just can't get thru to speak to someone
      and when i did they said i didnt give them enough notice
      far out!

      • Cheeper on 29/04/2019 - 13:22

        How much notice did you give?

        • eurohog on 29/04/2019 - 13:36

          i got an email on Wed for appointment on the 1st of May
          Thur was public holiday
          tried a few times on Fri and waited over 30 mins without any signs of response
          tried again today and decided to take snap shots of my waiting time so if i get charged i can argue their response time took too long
          eventually someone answered at 55 mins and i can hear people just talking and laughing in the background
          i would thought calling today would still be enough time

          • trilby on 29/04/2019 - 14:07

            @eurohog: I would tend to blame NBN for all this.
            I was changing over to NBN with them. Once I waited all day, only to be told, after waiting for ages, that they weren't turning up.
            They cancelled twice after that and I cancelled once.
            They then turned up at 5pm, they day they were supposed to turn up between 9-1pm.
            Every time I tried to contact it took ages, but I assume they had to contact NBN as well and that, as per my experience, many other people were having troubles.
            Had not had any other problems contacting them.

  • [Deactivated] on 29/04/2019 - 13:59

    at least send an email to all Exetel customers stating the customer service is unable to keep up with the demand after the bombing in Colombo

    WTF?

    • eurohog on 29/04/2019 - 14:02

      the service is outsourced to Colombo which is stated during the phone call

  • macrocephalic on 29/04/2019 - 14:22
    +1

    This has been my experience with Exetel as well. I've been with them many years, but for the last few years I just haven't changed away because I don't want to deal with the outage - and I keep getting told the NBN is coming soon (keeps getting delayed).

    Their product is average to acceptable if you don't have any issues, but when there's a technical issue and I have to call them to let them know I have to wait for an hour, then hope that their actions fix it - so I don't have to call back again!

    • eurohog on 29/04/2019 - 14:42
      +1

      starting to think switching to Exetel was a mistake

      • macrocephalic on 30/04/2019 - 09:24
        +1

        All the budget ISP's are probably just as bad as each other, but I've been with this particular budget ISP for many years - so I'm ready to see if the grass really is greener on the other side.

  • blitz on 29/04/2019 - 14:35

    at least send an email to all Exetel customers stating the customer service is unable to keep up with the demand after the bombing in Colombo

    Or maybe you, yourself, could be understanding that customer service is unable to keep up with the demand after the bombing in Colombo….?

    • eurohog on 29/04/2019 - 14:41
      +1

      i see what u r saying but dont u think a business should be proactive and notify the customers as a courtesy rather than hoping no one would call

  • havebeerbelywillsumo on 29/04/2019 - 14:51

    Do they at least tell you how long the queue is or just play musak and ads as you wait?

  • cloudy on 29/04/2019 - 15:06

    You’re first mistake was not to read all the comments, plenty of ordinary testimonials

  • yvesmpicard on 01/05/2019 - 01:52

    same here …. Just before I signed up …after DODO …the bird and Service are DEAD !!!!!
    decided on Belong …they were QUICK , signed up on Friday 26 APRIL …. expected at least FIVE (5) bus days for Delivery !!!! Received Modem today 0910 hrs ….on the NET since 1030 hrs …GREAT SERVICE and EXCELLENT SPEED ( 42 to 45 Mpbs @ 1130 hrs AEST ) ….

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