Customer service sadly lacking

Why is nothing simple when it comes to customer 'service' these days?

I had just returned from a few days staying with family in Italy and was feeling extremely relaxed indeed.

However I knew when I got back that I would have to waste at least 30 minutes of my life trying to change broadband providers, and I was dreading making that phone call.

Turns out I was right to dread it. It was nearly an hour of my life and I still haven't got the outcome I asked for.

Considering I was after a simple MAC code - you would have thought I was trying to crack the secrets at Bletchley Park during World War 2.

I have been a customer with AOL Broadband for more years than I can remember - I believe they are part of TalkTalk now as well. Name and shame? Absolutely.

After being cut off twice - one guy kindly phoned me back, only to claim that my account didn't actually exist. Amazing then that money has been taken from my account on a monthly basis considering the account didn't exist.

However he finally found me and then I was passed onto another person (after 15 minutes) who would 'definitely have the MAC code I was after'.

This person then tried to bully me into staying with existing provider, and wanted to go through some 'offers' that would tempt me - but I said about 15 times (listen to the recording if you don't believe me) that I didn't want to hear them, I wanted my MAC code, I have been offered a deal I'm happy with from another provider, and basically wanted to get on with my day.

At one point this person said she was 'not going to give me the code until I had listened to the options'.

Excuse me, but when a customer wants something, you damn well give it to them.

For years, and entirely my own fault - I have watched AOL/Talk Talk offer brilliant deals to new customers, but never once have they bothered to contact existing customers and see if they could help them save money.

Only now, when I want to leave does this become an option? I don't think so.

At the end of that exasperating conversation, she then informs me that it will take up to five working days to issue the MAC code, and that if I dared to cancel my direct debit, steps will be taken to claim what is owing.

Oh really AOL? What will you do? Come to my house that you didn't believe actually existed?

If this is their idea of customer service, I am very glad to be turning my back on them - it can't come soon enough.

I suggest you sit down with your staff and give them some training on how to handle simple customer requests, and perhaps ask yourself why a customer wants to leave in the first place.

Angry is not the word. But please, next time you send me a press release lauding the brilliance of your products/services - I'll just refer you to this blog.