How would you rate UPC Customer Service?

Well i am trying to upgrade from digital + value pack to HD and was told by two seperate agents that the total extra monthly cost would be 2.50.So i went and ordered it and , guess what it is charged on my reciept as 5.00 euro per month. Dont really need this kind of crap, ie nearly an hour of phone calls and what appears to be blatant lies. Luckily their service is really good .

UPC are simply awful. God help anyone with a problem - they have the worst customer service on the planet. Between given false names, holding for eternity, transferred as many times as Robbie Keane and having to ring 1 million times quoting the same problem they just do your head in. There is never a supervisor to talk to so you just end up explaining the same problem over and over and over and then bam - dead line.

Have to say I've just had a good experience with them!

Last week I was less than pleased when I found out it was going to cost me an extra €7 per month (€5 for the Digital+ box and €2 for the package) to up my Select+ package to their Max+ package which new customers get for €2. I complained to the salesman that this is not evident on the UPC website (there is no mention of existing digital customers) and as usual it seemed that long-standing and long-suffering NTL/UPC customers were getting a raw deal.

This was handed over to the complaints dept and I was told I'd receive a call in the next day or two. I didn't hold out much hope but lo and behold they called yesterday morning when I wasn't home but followed up with a call this morning where a very helpful woman took note of my issues and informed me the €5 per month extra on my bill would be waived.

It's not all bad and of course you can get somebody who's not been properly trained or who's just plain stupid.

It's also the case that sometimes it's not appropriate to dial 1908. For example last week I got a new multiroom box, it came with a letter containing a freephone number and the serial numbers of the card and box that had been shipped. The letter said that the box would be fully activated the day after it shipped but that if I wanted it activated straight away I could dial the freephone number and have the letter ready.

I called the number and got straight through to a guy who knew the procedure, he asked me to read some of the details in the letter and he activated all the additional channels on the box there and then, happy days.

I've always got through very quickly, and any issues or new equipment sorted out properly.

angel01 wrote: »

I think they have really improved. I have found them very nice to deal with & very helpful. I even got a follow up call yesterday to make sure everything was okay

It varies from good/acceptable to dreadful - example I am waiting to a reply to an email since Monday Jan 4th !,

I made a complaint about their service last year - they replied by using my email address to forward marketing information

I gave a contact number for an install - they started sending me texts that my bill was now due and contacting me with more marketing at all times of the day and weekend despite my request to them to stop.

Against that before Christmas I was making an enquiry about a service addition and they where helpful, and indeed phoned when the contractor was on the way out etc - there was an issue that one vital piece of information was not given to me by the customer service employee but the blame lies more with management then the individual themselves.

Summary - room for improvement eg: don't abuse customers email or text numbers without prior permission, advise customers of when TV services are going to commence - eg FX advertised but not available, 3 more channels due but when ? etc etc