When things go wrong

I feel it is about time to start naming companies, whether they sell goods or services, when customers feel aggrieved. Otherwise, things are unlikely to improve.

So allow me to make my comments with regard to Keyworld as an ADSL internet service provider.

Over the past three weeks or so I have encountered continuous problems related to reduced and fluctuating bandwidth, including frequent disconnects. Fifty-two phone calls. Numerous e-mails to Keyworld. On only two occasions did Keyworld actually admit to having a problem. Most of the time I was passed either to Datastream or Datastream's Gozo representative.

To give credit where credit is due, Datastream did actually carry out every conceivable test possible. Line test, modem test. And even my own computer. All test results pointed towards my ISP, Keyworld. But Keyworld refused to accept it.

My first encounter with Keyworld's new customer relations officer goes like this. Good afternoon Keyworld, I wish to terminate my contract with you today. Reply, sorry but we don't give refunds! Errr excuse me, I didn't request a refund, did I? Sorry Sir, would you give us 24 hours in which to sort out the problem? OK, I will concede to that. Seven days later and no improvement. In truth things become even worse.

On Tuesday, November 16, out of total frustration, I subscribed to another ISP. This is despite three phone calls and one e-mail to Keyworld to actually terminate my contract with them, none of which were acknowledged.

With my new ISP my bandwidth is exactly what I pay for. Nothing more, nothing less. So far no problems. Surely a lesson here for Keyworld?

Really, I don't see an alternative to naming unless one wants to tolerate indifferent or bad service.