 smat service?
(copy of email that i sent to smart telecom)
(i am an ordinary customer not affiliated with any phone provider)
HI
In nov 2004 i answered my phone and a polite female introduced me to smarttelecom in a very sweet way .. i was explained thaat my phone bill will be reduced and will get fantastic customer care .."we will look after all the phone problems" . i was very impressed by the rates and asked the representative that i have a flat rate internet service with eircom and i use my phone for dialup internet if they have any such service? was told that i can keep the eircom internet only that smartltelecom will handle it and look after every thing... "i will not have to worry at all "..and if i have any problem they will sort it. if still i am not happy they will be not problem transferring back to eircom.
so i joined the smart telecom and initially got a bill of few euro delighted with it (not knowing that calls were not processed in that bill ) any way i noticed that i was being charged for eircom net flat rate ( which is fine ) but my calls for the internet which were on the designated eircom dialup number were also being charged which was not fine as i was paying 10 euro for 30 something hours per month but was being charged calls as well as standard flat rate fee .
so i rang the very nice customer care rep and explained my worry ..i was told there is no problem they will sort this problem out ( they adviced me to pay the amount any way as i will be refunded or bill adjusted when the matter resolves .. (this was in january05 or dec 04)..
time went by and next month the same thing happen again ( calls were charged and 10 euro for eircom net as well) and no refund or adjustment instead was asked to pay full by customer care and same reassurance by customer care ( which at this stage to me looked like thay have been told to deal with customers politely and just tell them every thing will be ok and just forget it then) ... this went on for few months .. same story being told by the customer care that they are contacting eircom... it surprised me that is it so complicated that its taking 3 to 4 months to be resolved...
i got frustrated in jun 05 ( at that stage i would have paid 10 euro every month for internet by eircom for nothing ) so i asked again if the money be adjusted by refunding(adjusting the 10 permonth i payed since start (nov 04) or my calls to the internet (for eircome) be refunded....again was told same thing ... out of frustration i asked the rep if i want to leave smarttelecom ? she replied sweetly yes u are welcome just contact eircon ... and so i did .. so changerd to eircom in jun05 hoping that will get a rectified final bill by smarttelecom... but was a dream and which never came true ..i kept getting the bills from smart telecom and started ignoring them as i was using eircom now and no one listened to me at smarttelecom any way...
now i got this letter from smart telecom that they will send my details to debit controll if i dont pay full amount and no mention or heed to the extra amount that i have been paying since start ...
i must say at this stage feel like telling all the people whome i introduced to smarttelecom in the begining about this story , thankfully three of them are going back to eircom now hearing my story ..
i have paid the full amount now, and feel that was blackmailed to pay the extra amount . which is unfair.will see if i can contact the consumer right association when i have some free time..
i still feel that this mail be given no heed as per my previous pleas to the customer representatives..
Sincerely
Atif  | 
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