Not a acting as a UK company
Not a acting as a UK company, and now has absolutely no UK phone support. I chose this company a few years ago, specifically because they claim to be UK based, and indeed at the time advertised having phone tech support based in the UK, which I need. I March 2024, I hit another issue, but requested phone support under reasonable access, since using chat boxes with damaged hands, and poor eyesight is a nightmare! I was able to do this, and explained my huge concerns about having not been able to get straight through via our UK call number. I was assured that this would NEVER BE AN ISSUE. I tried to contact support yesterday by phone. Not available, contact online, so I immediately requested a call back. Spencer refused and demanded I keep using chat. Tells me that call support is no longer available. This is not what I agreed to, because it doesn't accommodate MY NEEDS. I say I'd like to have the rest of my contract terminated, and a refund, since they are now in breach of contract with me as refusing reasonable access under UK LAW. He asks for more details. Why? This is going to need me to speak to a HUMAN ON THE PHONE! Which your bot service indicates still operates. So, whilst he keeps typing away, making demands, I try calling sales, & billing, for which there are never an answer. Spencer tells me that "Aug-1st, 2024 13:20) Spencer : We provide limited phone support, and it is only for sales. Our support team can assist you best via live chat without any issues." Except what you're telling me is that I'm not deemed worthy of being spoken to on the phone, & that it's best for you to speak to me online, because I've repeatedly told you it's not better for me. After some time I tell Spencer that I've had enough of his demands for me to keep using their chat service, so can I have the contact details for their legal team? He gives me the management email. No, I need the phone number for your Solicitors. Spencer tells me he's passed on my concerns to his management team, however, they are 'unavailable'. Really? When will they be available? This conversation went back and forth with Spencer being very evasive. So I asked outright what UK working hours does your management team work between? This is Spencers answer:(Aug-1st, 2024 15:36) Spencer : There is no concern about working hours; the management person is not available. Erm, I don't need you to tell me what to be concerned about. The fact you're refusing to answer my questions, whilst demanding I contact a whole team that appears to be AWOL is huge cause for concern! This is when I tell Spencer that I'm going to leave a bad review here. Four hours later, I find emails in my Spam folder. One tells me that my issue has been passed to management, its priority is marked 'LOW', and the ticket is already CLOSED! The second is letting me know I missed the last response from Spencer;(Aug-1st, 2024 15:52) Spencer : There seems to be a misunderstanding. Please avoid posting any incorrect reviews on Trustpilot. Once the management person is available, all your misunderstandings will be resolved. On call as per your request.
I assure you there have been no misunderstandings on my part. As of this afternoon, I still cannot contact anyone in sales/billing via phone. The chat bounces me out of it immediately. I have had one email to tell me that my concern has been raised with the absent management, who will contact me ASAP, but this could any time between now and my next life. Meanwhile, it is 12.12PM, and I have been incapable of doing anything I wanted to do. All for the sake of what should have been a five minute phone call.
I paid what I thought was a British company, with a British based phone support. Not a company having the audacity to hide under our flag, whilst expecting us to settle for sub-standard chat-box support, and breaking UK Equality Law.
Edit: This got originally posted to the wrong company. They very promptly replied, give me their UK based Phone number, so I could speak to them in person. I immediately deleted the review from their company, called them, and apologised to them. They are lovely. As of 16pm Friday, I'm told I must wait until next week for someone to call, regardless of the fact I was supposed to be asked when it would be convenient for me.