🚀 go-pugleaf

Neil Martin (Neil@yr-ynys.demon.co.uk) wrote:
> Hi folks

> I should first compliment Demon on the fact that I can post this to 
> their own newsgroup even though it's critical of their service.

> Here's the story you should know about:

> Michael Harrop has just appeared on cix. He joined Demon first but, 
> after many hours on the phone to their support he still failed to get 
> a single connection using his atari. He was first advised to use NOS; 
> then oasis. All of the fixes we have seen in this newsgroup were 
> suggested but, and this is the bottom line, Demon support don't 
> possess an atari so they didn't have a clue where he was going wrong.

> When I joined Demon it was simply because lots of the atarians were here 
> and there was exceptionally good support through Frank Charlton. Now 
> it doesn't look like we are being encouraged to stay.

> The main reason for this posting is to let you all know that, in spite 
> of the fact that Mr Harrop failed to get a single connection, Demon 
> still require him to pay for their paperwork. Fortunately UK law 
> doesn't require one to pay for a service which is not provided and I'm 
> sure his credit card company will agree there. Personally I think the 
> attitude is reprehensible but I'm going to hang around for a while to 
> see what Demon have to say about this.

> My guess is that they don't even look in here now - I'll refrain from 
> cross posting this to demon.service for a couple of days to see 
> whether I'm right or not.

Pardon me for quoting the entire content of your article, but I decided
not to cut any so I can't be suggested as being selective.

I must also point out this is not an official statement from Demon,
but a personal expression from the other side of the fence.

Demon sell internet conenctivity. They did not (until recently with
Turnpike) sell *any* software. None at all for any platform.

What was purchased was an account to permit connection to the
internet. How that connection is established is entirely down to the
account holder and Demon have no knowledge nor wish to be involved
in the decision of what machine and software is being used.

That the account that was sold works can not be disputed. There are
50,000 successful account holders a vast number of which sucessfully
connect daily. There are over 1,000 connections established to Demon
at any time of day or night. No one can dispute that Demon accounts
work and permit connection to the Internet (Quality of the sevice once
connected is a different issue).

That Mr. Harrop was unable to get the computer he chose to use and the
software he chose to install on it to connect to the service is I
regret to say his problem. Demon did enact their part of the contract
bu setting up an account for him to use. That account was available to
him and the terms of business require that he pay the set up charge
and a minimum of one month connect charges.

The fact that Demon provided support to him in order to try to get him
started is incidental. The support service is principally to answer
queries on the use of the service. We do not offer software support as
part of the subscription fee, but on the basis of best endevours to
assist our customers.

Demon fulfilled their part of the contract, they are therefore
entitled to be paid, even given the unfortunate circumstances that Mr.
Harrop was unable to get his choice of hardware and software to work.

-- 
Malcolm S. Muir
Sunderland
England