30. March 2007 01:24
So this morning I again phoned Demon support, initially they claimed I had regarded from Home Office to Business then back to Home Office again, however that got resolved quickly and I was told my account was a Business account, so I guess it was just the dedicated Business broadband support line that was wrong yesterday evening.
This time I was told that the cap would be removed from the account within the next 12 hours, this was at 11am, at 11pm the cap would be lifted for the day anyway so I thought that I wouldnt really not know until the next day, so they might just as well have given me another one of the 24 hours brush offs.
Amazingly enough today the cap appears to have been lifted, I guess I must now be a proper business class customer, few what a relief!!!
Two other important things happened today as far as Demon go, I send a letter of complaint to their head office and I got a letter from them saying how sorry they were that I was closing my old dial up account, which I moved away from 4-5 years ago! Now thats efficiency!!! (note hint of sarcasm).
The more observant may have noticed that Ive included Saturdays and Sundays in my Day numbers, when Demon tell you a regrade will take 10 days thats 10 working you have to read the small print, I think this is quite deceptive really 10 doesnt sound to bad, just a bit more than a week but when you think about it really its 2 weeks, 14 REAL days, naturally 10 days sounds better.
I guess its only fair to say that when I post a book the confirmation email says 1-2 working days, thats because the delivery people dont work Sundays but I do explicitly state working days.
Maybe if you are a business youre probably not to bothered about weekends, but for consumers and people like myself, both a consumer and micro ISV weekends are very important so 14 days (2 weeks) is really the number you have to think off and all of a sudden that sounds a lot longer. (something like 40% longer). I guess the only time its useful is if you order on a Saturday or Sunday then its actually 12-14 real days, I cant help think being up front and saying 2 weeks would be better.
Now all I have to wonder is why it took 17 (real) days to sort this out when it was just a regrade, the line was already there, from what I can tell BT had their bit nailed in 2-3 days, so that leaves 14 days of pen pushing I guess. It does make me wonder if I hadnt done anything how long this would have taken to resolve.
I only have a few concerns left, hopeful the cap removal wasnt just a temp thing today and wont reset its self tomorrow, hopefully in 30 days time Demons computer wont automatically decide it doesnt know Im a business customer and recap me/
My biggest concern however is that nothing else will happen to my line that requires Demon customer support to do anything because Im not actually sure they are capable of doing anything to support their customers (or at least in a reasonable efficient manner) and for this reason alone I have to consider Demon unsuitable as a Business broadband provider and inadequate as a home Broadband provider.
Hopefully this will be the last you will hear of me complaining about Demon, if its not then Im likely to need to be in a padded cell as this has just been such a frustrating experience its driven me crazy every day.