My worst customer experience: congstar DSL

Telecommunications and customer service: a never ending story?

I’m a more or less happy DSL customer of low-budget Deutsche Telekom brand congstar in Berlin. OK, maybe I’ll just have to admit “you get what you pay for”. But read on.

On January, 9th (!) I decided to upgrade my bandwidth using the self-service web portal. Yes, I’m willing to pay more! Confirmation E-Mail. OK, we happy.

Few days later, another E-Mail telling me “something is probably wrong and will take longer”. OK, I’m patient…

Two weeks later no status update, no call, not even a lousy E-Mail… I’ll give them a call (on expensive service numbers). Hardly getting someone to speak to, the agent tells me “something is wrong and I should wait a week to hear from them”. Why don’t they just tell us what is wrong or simply admit that they have no clue?

OK, I’ve been waiting. Nothing. Nada. No update, no call, not even a lousy e-mail. Remember “talk is cheap”?

What is the strategy here? Don’t move until the customer complains? Is that how they interpret “the customer is in control now”? Or have I just been lost in their mess?

Dear congstar, I’ll give you another call next week. If you’re unable to provide me some interesting information, we’ll no longer have what you call a “relation”.

FAIL

Regarding my first question: we’ve heard that so often. When will they wake up? What do you think? Please leave a comment!