All Talk with Talk Talk

Secret Eyes Presents: Customer Affairs

A True Story of One Customer’s Plight to Save the Customers of Tomorrow


By: Customer’s Poet

Talk Talk definitely lives up to its name.

If you’re a customer with an unresolved complaint like Barry Walsh, Talk Talk representatives do just that. Talk.

“I have repeatedly requested that they should refund my money and take steps to restore my unblemished credit rating. And still…… they have requested that in order to resolve this situation they require my mobile number. A number they have on file. I have submitted it 3 times. And still they ask.”

Unfortunately, in today’s modern economy, few companies really tell the truth.

“I therefore do not have a contact numbers for him, can you please provide me with these details?”

– Talk Talk

For Talk Talk, instances like this are all too familiar. According to This Is Money, they received a flurry of angry emails from their readers who were Talk Talk customers and cannot access their accounts online after a cyber hack of the company in October 2015. Unapologetically, Talk Talk claims there is nothing wrong with the service. Interesting.

We’ve all experienced poor customer service at one point in our lives. Yet, some believe their experience is just the way it is and there’s nothing they can do about it. I rebuke this way of thinking.

“I signed up to a 2 year contract with Talk Talk to provide me with broadband. Due to a faulty line outside my property Talk Talk were unable to provide the service as contracted. Talk Talk continued to take money from my bank via direct debit for a period of 5 months… Talk Talk were in breach of contract I should not be liable for any charges, punitive or otherwise.”

Considering this, here are some things you can do to become a savvy, well-informed consumer:

Do your homework

It is a shame that as a customer you must educate yourself before making a purchase but it’s something we must do. Go online to learn about a product or pricing, etc. You can also read reviews, comparisons and detailed information that gives you the “educational” edge when you shop. That means you can quiz salespeople to see if they really know their stuff. You don’t want them to tell you anything.

Get referrals

Ask around. See if your family/friends have the product or service. Have they shopped at the retailer? If so, this might give you a “heads up” on what to expect.

Contact the CEO

When you have a problem, try using the normal channels. Yet, if nothing changes, contact the CEO. Explain your problem in as few words as possible. Get right to the point. This will get action, especially if you are nice, concise and act businesslike. Many companies do want to know their flaws but are willing to help you.

“I was assigned 2 separate case managers from the CEO team and despite numerous messages left on direct line voice mail no one contacted me.”

Get legal help

If the people on top decide to play the run around with your claim, get a lawyer. Companies hate lawyers especially when they’re coming after their pockets.

As always be smart, be savvy, and equip.

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