Having been very critical of WANADOO on my Blog I feel I should complete the story and give one member of their Head Office staff a compliment.
At long last this week WANADOO accepted responsibility for the problems we have experienced with our Internet connection.
We lost our connection on April 23rd and it was five weeks later that WANADOO finally accepted it was their problem all along. By then we had already called in three different IT experts at considerable cost because we were told by WANADOO it must be a problem with our computers.
This week I reached one man at the WANADOO Head Office and he was the first person in WANADOO who actually seemed to understand my anger and frustration as a customer - he had empathy and said sorry.
He apologised sincerely and offered financial compensation that I accepted. The cheque is on the way.
By the time I received this belated consideration it was far too late because by then I had already cancelled our subscription with WANADOO and transferred to BT Internet who so far have shown excellent customer care.
In many ways it is sad that people like the gentleman I came across in the Head Office have to suffer. He tried hard to repair ‘damage’ done to a customer – damage that, with a little care and understanding earlier on, would not have occurred!
The message for any company must surely be what I would call SSS – ‘Say Sorry Sooner’ otherwise you will wake up one day when it is too late and find your customers have left you. Not only that your ‘former’ customer will already have told all their friends and you will not realise the damage that has been done to your company.