Ten days that shook my world (4)
I’ve used this blog to give a detailed account of my recent experience with Pipex whereby I lost my Internet connection for 10 days and only had it restored after around 20 calls to the Pipex first line ‘support’ in The Philippines and regular conversations with the second line ‘support’ in India. My attitude to Pipex was not improved when, two weeks after having my connection restored, I lost it again for two days.
I will, of course, be leaving Pipex but I decided first to follow through on the complaints system if only to try to improve matters for other customers. So I filed a formal complaint with Pipex, I received a weak and vague response from a customer relations staff member in the Republic of Ireland, and I took the case to the ombudsman Otelo. Now Otelo has declined to accept my complaint on the grounds that i have not yet exhausted Pipex’s complaints procedure. They advised me to take up the matter with Pipex Customer Relations in Birmingham, so today I’ve sent them a detailed five-page letter of complaint.
It is this bureaucracy and complexity that dissuades so many customers from complaining about poor customer service. But I’ve not given up yet.