🚀 go-pugleaf

Mr. Mathews

This e-mail has been in your system since the 21st June 1998......

To date no reply/response.....


Mr. Roy  Bliss 

Managing Director Demon Internet

Dear Mr. Bliss

I am one of many people called a customer whom it would seem Demon regard as 
being a nuisance......

In thirty five years of being in business I can honestly say that I have never 
experienced such indifferent attitudes from your Sales and Support teams a 
statement of fact supported by Senior Management from BT

Needless to say I have had numerous problems with Demon Internet and obtaining 
a response or satisfactory explanations are lacking detail when supplied....Or 
as is the usual case never responded to....the typical tactic being to plug you 
into music for up to an hour in the hope you will go away....

These issues finally came to head on Sunday 21st June when I used the Net....

But according to your company I never used the Net this day no records of my 
logging in or off I never connected that day this is what your Mr J Radford 
told me the early hours of Monday morning......Sorry sir you never connected on 
Sunday no records after I sent full activity log he said someone would look 
into this and contact me next day....

Needless to say nobody contacted me and I will not dwell the promises  easily 
made by your staff but rarely acted on suffice it to say after a further 2 
hours of telephone calls speaking to all barring the cleaner  on Monday I have 
zero progress not even the slightest whiff of an apology just arrogance 
shown.....

I have a simple mind all I seek is a logical explanation ....

1. I connect at 4800 kbs within a minute I connect at 33600 kbps your people 
blame my computer they say its my settings but they are your settings not 
mine..... Another favourite what are you using.....sorry sir nothing whatsoever 
to do with our equipment or lines they are the finest in the world sir its your 
crap equipment is the implied suggestion they are usually lost for words when 
equipment specification is given.....

2. BT have checked the line from home to the exchange to the cable bridge 33600 
kbps every time then its over to Demon why suddenly 4800 kbps or 7600 kbps or 
21000 kbps I have no control on the lines Demon uses nor does BT all they can 
is ensure they have there bit right but are Demon man enough to say this no 
they shift the blame to the customer....Demon are never at fault we are the 
greatest thing since bread we can never be wrong....

3. A standard reply check your settings....How do I change my settings in under 
a minute to alter connection speeds what do I do to change them to???? Never 
got an answer to this......I have full detailed logs of connections made 
supporting these connections....

4. How do I get a no response (not to be confused with engaged thats a separate 
issue) from server error not once or twice but 100's  of times  the pattern is 
the same within a minute I connect eventually love it a minimum call rate 
applied traffic utilization 120%  when I done nothing other than press a mouse 
button BT have taken issues with you and they to met the same indifferent 
attitudes from your staff in fact one deliberately misled BT...

5. Back to Sunday 21st June...I am a simple sort of person I am awaiting a 
file...I connect to my e-mail many times over the day to see if this has been 
delivered...eventually I connect and start to collect this file after some 20 
mins I am disconnected no response from the remote side I reconnect the same 
happens again after some 37 mins.....I contact support no sir we do not have 
your file I ask where is my file we do not have it.....you have to have it 
sir....if I had it would I ringing you asking you for it???   How do you know I 
have it??  According to your records I never connected yes sir quite right I 
will have to get someone ring you tomorrow back to the start do not pass go and 
jump on Zebbidies magic roundabout .....

6. Simple question where is my file....why was I terminated by your server when 
downloading an important file which I been waiting for.....

After several hours on the telephone we don't have your file sir what equipment 
are you using which e-mail package are you using does this sound familiar....

No doubt the easiest solution is for you to pull the plug which I have no doubt 
you will do this threat has already been made by your staff indirectly on more 
than one occasion...be assured threats or implied threats do not worry me...

Changing ISP's is a problem as you are no doubt aware....And in the past there 
has been no real competition now there is and this is increasing by the day the 
lesson I have learned from my e[erience of Demon is to exclude your e-mail 
address from all company stationary other than a "stick on label" and tell all 
your customers the real reasons behind your change of address...

I do not want hassle and problems....When I moved to Demon I was assured I was 
joining a professional organisation what I was not told it takes days for a 
response from support....the telephone line connection to support is a joke and 
the technical knowledge is lacking I asked specifically have you the staff for 
Apple Mac's  yes was the reply this again proved an easily made promise of 
services second to none but lacking in substance.....

On this note I will close allowing a reasonable time for response but knowing 
your procedures I will have some minion reply and the merry go round will 
commence yet again ........

yours sincerely

M. Whalley 

peace and happiness is a state of mind....

mike@kamtek.demon.co.uk