🚀 go-pugleaf

Like others I have no doubt, I have been following this thread with interest. It
does seem to me that Demon (albeit unofficially) have responded to criticism in
a somewhat defensive manner. 

For what it is worth, I also have had some problems with connectivity and (more
particularly) slow transfer rates and responses. Of course, the latter may be 
caused elsewhere on the net, and I have certainly noticed that some sites are 
very slow, and some others are unuseable.  This is not the fault of Demon. No
such reasons can be found for vpops being constantly busy however, as I have 
often experienced, and vpops just not answering which I have also experienced.

I saw a claim from Demon recently that a very few of their incoming calls had 
had a problem, but this has not been my experience, although it has to be said
that there has been an improvement recently. Busy, no answer, connect-then-hang,
all of these problems were so common some weeks ago that I was fairly tearing 
my hair out.

I have seen these problems before in other industries. I think what it boils 
down to is that Demon have expanded much faster than they could cope with 
managerially and (possibly) technically. To be fair, they have done well to 
keep the problems to the level they have, and improvement is steady if slow.

It seems to me however that the reaction from Malcom though has been 
inappropriate and unhelpful. Falling back to points of strict principle doesn't
help and creates the impression that Demon don't care as much as they should 
about customers with problems. Demon are not in the used car business. I was
also not told about lack of software support and the like before I signed up, 
and although I have not really needed much support, Demon should understand 
that many of their customers see them as providing a facility, not just a 
connection (yes, yes, I know what the letter of the agreement is - but the
spirit of the agreement is what should prevail). These users will not find a 
'not my problem mate' attitude very comforting.

I have also had occasion to complain about a 'couldnt care less - problem 
customers are a pain in the ass' attitude from one of two of the help desk team.
Not good enough fellas! 

Well, that's my two bob's worth. No response from Malcom or Demon is necessary,
improvement will hopefully continue but there is a life lesson in this for 
Demon, and it is this: 

I am a customer. You spend a fortune in advertising to get me in the 
first place, and you are not the only supplier of your service (nor even the 
best).  If you do not serve me well, or if I think you are only interested in 
signing me up and getting my money, then you will lose me and you won't get me 
back.  All the effort you put in to getting me in the first place will have 
been wasted and will only have enriched the business of your competitors.

Oh yes, and if you tell me that my problems with your service are not your 
problems then you are being silly. My problems _are_ your problems for as long
as I use your service. If you don't give a damn, someone else will. Savvy? 

-- 
dave

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