Apparently, it’s no surprise to many of our friends, family members and clients that “big name” telephone companies aren’t always the easiest businesses to deal with. After our last couple of blogs, the emails, Facebook messages and phone calls have been rolling in with accounts of what it’s like to deal with these popular phone providers.
“I was so upset,” our friend Denise detailed, “I had changed my cell phone plan over a month ago and when I received my bill today, I saw that they were still charging me based on my old plan! They tacked on an extra $148 in what they refer to as ‘airtime’ minutes. Of course, I had to get on the phone right away.”
“When I finally got a rep on the phone,” she continued, “She informed me that all of those extra charges were for ‘usage before I switched my plan’. Having written down the date that I made the change to my account, I knew that she was completely incorrect. ‘Absolutely not!’ I responded.”
Denise then went on to explain that at the time she has switched her cell phone plan, the rep she spoke to assured her that the changes would take effect immediately. Therefore, no charges for airtime minutes or anything else relevant to the previous plan should have been charged from that date forward.
“I was placed on an abrupt hold,” Denise explained, “I was actually in mid-sentence when she decided that that would be a good time to have me wait for her to look into resolving my problem. When she came back on the line, she explained that she had adjusted my bill by removing the extra $148 in charges.”
There was no explanation given as to why the rep decided to remove the charges, Denise informed us. However, she received it as an admission of guilt or wrongdoing. Although our friend was pleased that her bill was lowered, she was severely dissatisfied with the way the call was handled. It appeared obvious to her that she was almost “swindled”, as she put it.
This is only one of many stories that we’ve received in recent weeks. At MeloTel, we are more than well aware that customers demand premium products in addition to top-notch customer service. A customer should never feel as if he or she is being “swindled” or taken advantage of. If a problem arises, a resolution should be met quickly – but with respect.
“You think I even received an apology?,” asked Denise. Like her, many of MeloTel’s new customers have made the switch to our Residential Telephone Services so that they can pay much less for their home phone bills, as well as get the type of service that all customers deserve. Respect. Gratitude. Appreciation. That’s the MeloTel way.
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"