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UPC repair system SUCKS!




For you who don't know, UPC is the cable TV and internet company in the area of Amsterdam where I am in.

To start with I only have a prepay mobile phone and they charge 25 eurocents per minute. UPC adds an extra 10 eurocents per minute when you call their repair system. When you call repair you get connected to phone menus in Dutch that takes up about 5 minutes before you push the right buttons and get put on hold for a repair person. The muzak gets interrupted every few seconds with a message saying you can get help on line at an url address. Well if I had internet that might be of help but I'm calling because I don't.

I don't think I can relate the whole story here but in the last 2 weeks I have spent over â?¬ 100 on the phone charges trying to get their system to work. I have made 4 trips to their office on Ceintuurbaan. They were apologetic and gave me 4 half hour free cards to call repair. They also gave me a new modem that they are really aren't supposed to do. Dave and Marco were very good in getting things straighten out and I have no complaints with them.

When you call on the free card you still have to wait through the voice menus and get put on hold. When the card times out there is no way to get back to the person you are talking too. I have asked them if the card times out please call me back. One time they did but the other times they tell me they can't. There's no use in arguing with them because you are using up valuable minutes.

Much of my problem with them is the city of Amsterdam decided to change all the address of the houseboats to their own number instead of being across from a house on the street. They changed my address to different house across the street and added a G. I guess for gracht. That house had been vacant until this summer. I'm sure I lost some mail to the construction crews that worked on it.

I wrote UPC of the address change and they did nothing. Every time I call UPC repair they ask for my street address and they can't find the new one and they have trouble with the old one. So after the voice menus and being on hold another 5 to 10 precious minutes is wasted on them finding me in the computer before they can do anything.

I spent quite a bit of time at the UPC office getting them to correct the address on several occasions. It took 2 days for this to go through their "high tech" system.

Today the woman on the repair phone told me that I would have to wait 2 more days because I had moved. When I explained I had only corrected the address, she said it was the city's fault and I should take it up with them. I asked for her name and she said it very fast. I asked her to spell it and she wouldn't. I asked to speaker to her supervisor and she said that was not possible. I insisted and she put me on hold. (Precious minutes ticking.) Finally there was another voice. I spoke with him for a few seconds before my time ran out.

I stormed out of the houseboat and went back to the UPC office. Half way there on the tram I get a phone call from a man saying my internet should work now. I continued on to the office to see which one of the unknown phone people was lying to me. They calmed me down with assurances it would work, gave me 2 more 30 minute repair cards, and a one gig thumb drive with UPC written on it. They also promised on the phone they would give me â?¬25 off my bill because I had made an appointment for them to come by between noon and 6 PM last Friday. They decided not to come and not to phone me. It would have been fixed back then, if they had.

I apologize for posting this rant on Channels. But it did me good to get it out. Nobody likes UPC but I have a special disregard for them. All is working now. I have internet, my VOIP phone is working again, and I have wi-fi back. I just hope it stays on.

Dag
TAK
For you who don't know, UPC is the cable TV and internet company in the area of Amsterdam where I am in.

To start with I only have a prepay mobile phone and they charge 25 eurocents per minute. UPC adds an extra 10 eurocents per minute when you call their repair system. When you call repair you get connected to phone menus in Dutch that takes up about 5 minutes before you push the right buttons and get put on hold for a repair person. The muzak gets interrupted every few seconds with a message saying you can get help on line at an url address. Well if I had internet that might be of help but I'm calling because I don't.

I don't think I can relate the whole story here but in the last 2 weeks I have spent over â?¬ 100 on the phone charges trying to get their system to work. I have made 4 trips to their office on Ceintuurbaan. They were apologetic and gave me 4 half hour free cards to call repair. They also gave me a new modem that they are really aren't supposed to do. Dave and Marco were very good in getting things straighten out and I have no complaints with them.

When you call on the free card you still have to wait through the voice menus and get put on hold. When the card times out there is no way to get back to the person you are talking too. I have asked them if the card times out please call me back. One time they did but the other times they tell me they can't. There's no use in arguing with them because you are using up valuable minutes.

Much of my problem with them is the city of Amsterdam decided to change all the address of the houseboats to their own number instead of being across from a house on the street. They changed my address to different house across the street and added a G. I guess for gracht. That house had been vacant until this summer. I'm sure I lost some mail to the construction crews that worked on it.

I wrote UPC of the address change and they did nothing. Every time I call UPC repair they ask for my street address and they can't find the new one and they have trouble with the old one. So after the voice menus and being on hold another 5 to 10 precious minutes is wasted on them finding me in the computer before they can do anything.

I spent quite a bit of time at the UPC office getting them to correct the address on several occasions. It took 2 days for this to go through their "high tech" system.

Today the woman on the repair phone told me that I would have to wait 2 more days because I had moved. When I explained I had only corrected the address, she said it was the city's fault and I should take it up with them. I asked for her name and she said it very fast. I asked her to spell it and she wouldn't. I asked to speaker to her supervisor and she said that was not possible. I insisted and she put me on hold. (Precious minutes ticking.) Finally there was another voice. I spoke with him for a few seconds before my time ran out.

I stormed out of the houseboat and went back to the UPC office. Half way there on the tram I get a phone call from a man saying my internet should work now. I continued on to the office to see which one of the unknown phone people was lying to me. They calmed me down with assurances it would work, gave me 2 more 30 minute repair cards, and a one gig thumb drive with UPC written on it. They also promised on the phone they would give me â?¬25 off my bill because I had made an appointment for them to come by between noon and 6 PM last Friday. They decided not to come and not to phone me. It would have been fixed back then, if they had.

I apologize for posting this rant on Channels. But it did me good to get it out. Nobody likes UPC but I have a special disregard for them. All is working now. I have internet, my VOIP phone is working again, and I have wi-fi back. I just hope it stays on.

Dag
TAK

Good Rant Tak, it's great to have a good rant every so often...I remember trying to sort out my parents estates last year after they died
within a month of each other, somehow the utilities and council, here didn't quite understand the concept that people die!!
Many rants later tis nearly sorted...

Cheers
Chris
Why don't you have internet?
LOL......................."squeeky wheel gets the grease"


and the 'best' on your quest Biblio
It boiled down to a bad modem. Getting it working with them was the problem.

Dag
TAK
It boiled down to a bad modem. Getting it working with them was the problem.

You can't just bring the bad modem to a center where they will exchange it for you?
For you who don't know, UPC is the cable TV and internet company in the area of Amsterdam where I am in.

To start with I only have a prepay mobile phone and they charge 25 eurocents per minute. UPC adds an extra 10 eurocents per minute when you call their repair system. When you call repair you get connected to phone menus in Dutch that takes up about 5 minutes before you push the right buttons and get put on hold for a repair person. The muzak gets interrupted every few seconds with a message saying you can get help on line at an url address. Well if I had internet that might be of help but I'm calling because I don't.

I don't think I can relate the whole story here but in the last 2 weeks I have spent over â?¬ 100 on the phone charges trying to get their system to work. I have made 4 trips to their office on Ceintuurbaan. They were apologetic and gave me 4 half hour free cards to call repair. They also gave me a new modem that they are really aren't supposed to do. Dave and Marco were very good in getting things straighten out and I have no complaints with them.

When you call on the free card you still have to wait through the voice menus and get put on hold. When the card times out there is no way to get back to the person you are talking too. I have asked them if the card times out please call me back. One time they did but the other times they tell me they can't. There's no use in arguing with them because you are using up valuable minutes.

Much of my problem with them is the city of Amsterdam decided to change all the address of the houseboats to their own number instead of being across from a house on the street. They changed my address to different house across the street and added a G. I guess for gracht. That house had been vacant until this summer. I'm sure I lost some mail to the construction crews that worked on it.

I wrote UPC of the address change and they did nothing. Every time I call UPC repair they ask for my street address and they can't find the new one and they have trouble with the old one. So after the voice menus and being on hold another 5 to 10 precious minutes is wasted on them finding me in the computer before they can do anything.

I spent quite a bit of time at the UPC office getting them to correct the address on several occasions. It took 2 days for this to go through their "high tech" system.

Today the woman on the repair phone told me that I would have to wait 2 more days because I had moved. When I explained I had only corrected the address, she said it was the city's fault and I should take it up with them. I asked for her name and she said it very fast. I asked her to spell it and she wouldn't. I asked to speaker to her supervisor and she said that was not possible. I insisted and she put me on hold. (Precious minutes ticking.) Finally there was another voice. I spoke with him for a few seconds before my time ran out.

I stormed out of the houseboat and went back to the UPC office. Half way there on the tram I get a phone call from a man saying my internet should work now. I continued on to the office to see which one of the unknown phone people was lying to me. They calmed me down with assurances it would work, gave me 2 more 30 minute repair cards, and a one gig thumb drive with UPC written on it. They also promised on the phone they would give me â?¬25 off my bill because I had made an appointment for them to come by between noon and 6 PM last Friday. They decided not to come and not to phone me. It would have been fixed back then, if they had.

I apologize for posting this rant on Channels. But it did me good to get it out. Nobody likes UPC but I have a special disregard for them. All is working now. I have internet, my VOIP phone is working again, and I have wi-fi back. I just hope it stays on.

Dag
TAK

Welcome to Europe Tak
EXACTLY!

And is there still television broadcast through the airwaves in Amsterdam?
Yeah, we called last week to upgrade our Internet speed and switch to VOIP. They said we would get a new user name and password within 3 to 5 days. Yesterday a guy called and said he was on his way. We don't need a technician and we hadn't received our letter with new info. Later in the day a box came in the mail with a phone cord and plug in it. Still no user name and password. There are alternatives to UPC but they don't appear to be any better. Even if you are a new customer ordering new service you must call in on a toll number. I bet the toll number is a bigger profit center then the fucking cable service.

Way to hold it together TAK. I might have gone Postal.
UPC suck all over the world.

Amsterdam isn't special.
I had a good rant about the tarriff they put me onto! I should have recieved a standing order to go onto the special but I was told and didn't recieve one. So Irang and had a rant as I was told i wouldn't get a refund of the ammount i paid I asked to speak to their manager. They decided to put me through to complaints who was not available!!!!!so they were going to ring me. They did not call..... when the next bill arrived it had been sorted with an adjustment to the bill...


It is the same all over sky was the same in the uk and Ntl are the same

Beer : It must be worse in Ireland as it started as NTL then bought out by UPC double trouble :-)
Tak, you should have just cancelled the whole thing. We had no problem picking up wifi on the Asoka. Let your neighbors endure the headaches, lol.


Peace
It boiled down to a bad modem. Getting it working with them was the problem.

You can't just bring the bad modem to a center where they will exchange it for you?

I did.
They are not supposed to. But the sympathetic person at the office gave me a new installation kit. That led to other problems in getting it installed to their system. After a few tries and phone calls, I went back to them and they had to reset my password. Oh, just to add to the confusion there is a zero right next to a capital O in the password they gave me. like this "0O". That took some time to sort out. LOL!

Dag
TAK
Tak, you should have just cancelled the whole thing. We had no problem picking up wifi on the Asoka. Let your neighbors endure the headaches, lol.


Peace

My neighbors wifi comes and goes. It has been very slow when my system was down.

I haven't had any problems with the TV part. I like the digital channels. I get several Discovery channels, several National Geographic, a bunch of free movie channels, all the BBC channels, a bunch of news channels including Euro News and Al Jazeera English, A bunch of free sports channels, A bunch of kids channels, 2 free adult channels, and music channels out the ass including over 100 radio channels. Their digital box has a hard drive in it. So I can stop action or go back if I missed something and record shows when I am away. Al that with high speed internet for less than â?¬60 per month. It's not a bad deal

Dag
TAK
UPC are always voted as the company with the worst customer service. Quite deserved, too.
UPC just sent me a questionnaire on their service.
It was in Dutch of course. I took my time to translated it and answered all the questions. At the end I could add my comments. Needless to say they had low marks and a scathing review at the end. I hope somebody important at UPC sees it.

Dag
TAK
In my experience, consumer surveys are routinely used by senior management to beat up middle management, who then care even less, and often take their frustration out on the front line employee or customer.

Recent WSJ survey: Consumers expect poor service 70% of the time. If the do not get poor service (not necessarily GOOD service) they are surprised and delighted.

Let's see, hire the cheapest help, do not train or incentivize to provide service, and set an example on how to loot the company equity -- sounds like that's about right.
In my experience, consumer surveys are routinely used by senior management to beat up middle management, who then care even less, and often take their frustration out on the front line employee or customer.

Recent WSJ survey: Consumers expect poor service 70% of the time. If the do not get poor service (not necessarily GOOD service) they are surprised and delighted.

Let's see, hire the cheapest help, do not train or incentivize to provide service, and set an example on how to loot the company equity -- sounds like that's about right.

That sounds about right. I shouldn't have done the survey.


Dag
TAK
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