Telefonica Gets It Right Shock

In shocking news, honesty compels me to record a rare instance of GOOD customer service from Telefonica.

Despite our ongoing problems with their poor DSL service, it has to be said their response to an unexpected problem with the phone sockets in our Andalucia country getaway was actually impressive.

We turned up on Friday lunchtime to find none of the phone sockets working so we couldn't go online or use the phones. That's a real big problem when you depend on the internet for work.

A quick call to Telefonica Customer Service on 1004 produced a promise to come to the house the following morning to fix the problem. Even more amazingly they actually turned up - and fixed the problems in no time at all.

So, even though I still don't forgive them for their normally unhelpful attitude and intolerably unstable DSLservice, it's a rare hats off to Telefonica this weekend!

Telefonica Equals Persistent Service Interruptions

It can't be good news for the rest of Europe that the Spanish state monopoly service provider, Telefónica, wants to expand internationally when it's domestic services remain so poor.

Complaints of poor services and precious little in the way of helpful customer support are to be heard the length and breadth of Spain; indeed, most of the time when talking to Telefonica staff, you get the feeling they think they are doing you a favour just by talking to you.

All I want is a fast, reliable DSL service that doesn't flicker off and on like some primitive early light bulb!

Dial 1004 for Customer Service

A typical conversation with the one part of Telefónica that speaks English:-

ME: Hello, I'd like to close one of my email accounts, please.

Telefónica Customer Service: Why do you want to close the email account?

Because I'm drowning in spam and you don't have any filtering in place to protect me or any other Telefonica user.

TCS: You have to dial 952 357 000 and speak to the ADSL technical support.

But they don't speak English there...

TCS: I'm sorry, there's nothing I can do to help you.

So, to close an email account, I have to try to speak to some people who don't speak English? How would I do that?

TCS: I can't help, you must phone.

But that's a paying service, you add the cost of the call to my phone bill.

TCS: Yes sir.

So, to close an email account because you don't offer spam protection, I have to phone a tech support service that doesn't speak English and pay for a premium phone call into the bargain?

TCS: Yes

I don't think that's very good customer service.

TCS: Is there anything else?

Yes, HELP ME...


Click.


Hello?



Hello?






Hello?

You Can Only Close a Telefónica Account By Fax

2. You can open a Telefónica account on the phone but you can ONLY close an account by Fax. The company deliberately makes it easy to join and hard to leave.

REASONS TO HATE TELEFONICA OF SPAIN

NUMBER 1: Telefonica of Spain, is so arrogant and rude.