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GinAndPlatonic

A Full Thirty Minutes Just To Get My Pac Code From A Mobile Phone Company.

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Transcript of the long and to my mind deliberately drawn out process to try and wear you down.........just to be able to take my phone number with me..

Chat start time Feb 9, 2016 4:48:14 AM EST Chat end time Feb 9, 2016 5:19:25 AM EST

Asha: Hello, you're chatting with Asha, how may I help you today?
Geoff: Hello Asha. I would like a pac code please as I am moving to talk talk mobile
Asha: Sure let me help you with this.
Asha: May I know your full name and number please ?
Geoff: Ge###############################
Asha: Thank you.
Asha: Before we proceed lets do a quick security check.
Asha: Please help me with the memorable word.
Geoff: ##############
Asha: Hint : What was your first school?
Geoff: ################
Asha: That matches our records! Thank you for verifying your details.
Asha: Let me connect your chat to the cancellation team so that they will help you with the pac code.
Asha: Please wait.
info: Please wait while I transfer the chat to the appropriate group.
info: You are now connected with an adviser.
Brendan: Hello, you are chatting with Brendan, one of ############## upgrade and disconnection specialists.
Brendan: How are you today?
Geoff: fine
Brendan: how can i assist sir
Geoff: I would like my pac code as I am moving to talk talk mobile thankyou
Brendan: ok can i have your number please
Geoff: ################
Brendan: ok can i ask a few security questions please
Geoff: go
Brendan: can i have your full name date of birth and full address please
Geoff:#######################
Geoff: #########################
Brendan: ok great can you confirm your sort code and how much you pay monthly
Geoff: #######################
Brendan: ok great and is there any reason why you wish to leave to talk talk
Geoff: I will get the same or virtually same package for £7.50 instead of £10.50
Geoff: £10.50
Brendan: ok what are you been offered maybe i can get you a better smashing deal today
Geoff: i dont want another phone or upgrade I just want the same service for £7.50 a month. Nothing else and thankyou
Geoff: talk talk mobile offers the same for £7.50 and uses Vodaphone network
Geoff: If you can offer me the same then I will stay if not I would like my pac code and thankyou
Brendan: ok let me see what i can do
Brendan: 600 minutes unlimited txts and 1gb of data plus 2 months free unlimited data for £14 down to £8.40
Geoff: i dont want another phone or upgrade I just want the same service for £7.50 a month. Nothing else or my PAC code and thankyou
Brendan: thats a sim plan for 12 months sir
Geoff: I would like the same service for £7.50 a month. Nothing else or my PAC code and thankyou
Brendan: the plan you had sir is now expired the plan im offering now is a better deal for £8.40
Geoff: I would like the same service for £7.50 a month. Or my PAC code and thankyou
Geoff: I would like the same service for £7.50 a month. Nothing else or my PAC code and thankyou. I do not want more than 300 minutes
Brendan: that plan has expired sir we dont do that any more only plan we do near that is 300 minutes unlimited txts and 250mb of data for £9.50 if you take that £9.50 il credit the account to bring it to £7.50
Geoff: No thanks I would like my PAC code
Brendan: ok so you are going to take a deal with talk talk it would be around maybe £6 or £7 with vat so you could end up paying more sir im offfered you £7.50 deal
Geoff: YesI would like my PAC code
Brendan: ok sir now are you sir as you are looking to pay £7.50 i have offered that to you and you still wish to leave and pay more with talk talk
Geoff: Yes I would like my PAC code
Brendan: ok bear with me as i calclate the fees
Geoff: I am not on a contract so no fees
Brendan: but there is fees with notice sir
Geoff: really Tell me about it then I would love to hear
Brendan: cause your ending the contract there is a fee with the notice or pac code its all terms with every company in uk
Geoff: there is not contract
Brendan: but the contract is still going and will continue to go on until you cancel or take notice or pac
Brendan: and you are requesting pac there would be a fee after 30 days once pac code is used
Geoff: Ok Give me my PAC code and tell me the fees
Geoff: in figures please and thankyou
Geoff: Tell me these fees and thankyou
Brendan: ###################this is pac code once you use it you will get the final payment in 30 days once the pac is used
Geoff: and the fees?
Brendan: that would be done for you once pac is used
Geoff: and what are the fees
Brendan: that would be the final billing on the account sir
Brendan: anything else i can assist with today
Geoff: so no extra fees
Brendan: :)
Geoff: as I thought
Brendan: yes fees
Geoff: no extra fees as I thought
Geoff: :)
Brendan: ok sir enjoy the 30 days notice sir you willl be charged once the -pac is used
Geoff: no extra fees as I thought..no penalties and nothing more than my phone charges and billing charges...you have a wonderful day
Geoff: :)
Brendan: ok sir
Brendan: enjoy
Geoff: ;)

30 minutes later it was finally over.....I cut the conversation at this point !

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The old "trying to offer new deals when you threaten to leave" gets rather tired. I don't suffer the mobile phone thing thank goodness but I've had the usual insurance shenanigans with it. "I'm leaving because I've found a better deal." "Oh, you should've spoken to us first, we might've been able to find something." "Well then that should've been your renewal quote then, goodbye."

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The old "trying to offer new deals when you threaten to leave" gets rather tired. I don't suffer the mobile phone thing thank goodness but I've had the usual insurance shenanigans with it. "I'm leaving because I've found a better deal." "Oh, you should've spoken to us first, we might've been able to find something." "Well then that should've been your renewal quote then, goodbye."

I am losing any loyalties I may have had, to any company at all...ever..I have been with this particular one for 15 years. They tell me there will be Fees & Charges that to me were made to sound extra and on top of any remaining billing and or phone call costs that need to be paid for.

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I moved from O2 to Giffgaff and the PAC was reasonably easy to get (via chat). They rolled out some random deals at four times what I was currently paying! If they would have matched I might have stayed but I don't think I am a super valuable customer.

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I moved from O2 to Giffgaff and the PAC was reasonably easy to get (via chat). They rolled out some random deals at four times what I was currently paying! If they would have matched I might have stayed but I don't think I am a super valuable customer.

They dont make a fortune out of me but I`m long term...or I was..they will now be losing my wifes contract too though..I wasnt going to pursuade her, but I will now. So I will get myself prepped for another thirty minute chat and see if I can cut it down to maybe 20...the thing is they do not respond straight away, between each interaction, and I guess they are talking to more than one at a time. I can imagine busy people just giving up after ten or 15 minutes... :wacko:

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If you want to punish them, wait until you've got to 30+ minutes spare and are feeling mischievous and make the call then. Every time they offer a deal insist they go into every detail, then refuse it. Put the phone on speaker so that you can do something worthwhile while you're at it. If you're busy doing something when they get back to you tell them to wait a sec...

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I really feel sympathy for the many who havent got the stamina for it. I think about how trusting my daughter is and how I really need to get her to understand that business does not care tuppence about individuals. I need to get her to understand the psychological ploys they use. The difference between friendly tones, and someone who does actually gives a damn.

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This is why I left Sky, just wasting too much of my time trying to start rubbish conversations about watching TV whenever I want to change something on the contract. I finally got it all cancelled by sending them a formal cancellation notice by email to a bunch of Sky execs and their customer support centre. Whilst they say they like to do everything over the phone, that is just a rouse to try and keep you signed up.

BTW, life is now so much better without Sky in the house.

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I really feel sympathy for the many who havent got the stamina for it. I think about how trusting my daughter is and how I really need to get her to understand that business does not care tuppence about individuals. I need to get her to understand the psychological ploys they use. The difference between friendly tones, and someone who does actually gives a damn.

Or the difference between truly loyal customers and those who pay lip service and look around every year in business or as B2C consumers.

Plenty left in B2B thank Goodness, most B2B customers get the service they have so willingly co opted into designing by their incessant chasing of saving two pence, from books and Amazon to saving 2p a litre on supermarket fuel and damaging their engine.

when you take out the 'friction' you ultimately take away intelligent client service

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This is why I left Sky, just wasting too much of my time trying to start rubbish conversations about watching TV whenever I want to change something on the contract. I finally got it all cancelled by sending them a formal cancellation notice by email to a bunch of Sky execs and their customer support centre. Whilst they say they like to do everything over the phone, that is just a rouse to try and keep you signed up.

BTW, life is now so much better without Sky in the house.

LOL. "I hate sky" was the phrase they got when Be changed to Sky. So when it was becoming sky proper it didn't take much persuading for them to let me go. :)

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Or the difference between truly loyal customers and those who pay lip service and look around every year in business or as B2C consumers.

Plenty left in B2B thank Goodness, most B2B customers get the service they have so willingly co opted into designing by their incessant chasing of saving two pence, from books and Amazon to saving 2p a litre on supermarket fuel and damaging their engine.

when you take out the 'friction' you ultimately take away intelligent client service

I agree with you in that customers get what they deserve. I would just like to get what I deserve without having to jump through hoops.

Comparison sites thrive on pursuading customers they can get something cheaper. Just another business for profit (of course), who tell punters they are their best friend, and they are offering these services with customers (punters) best interest at heart.

On the other hand I have patronised my local plumber for 40 years and I know he isn`t the cheapest but he is reliable and thorough..its all down to scale of business in my book. Big business sucks and always will in regards to truth, and that personal touch.

ps.. there is no defintive proof that supermarket fuel damages engines..all fuel sold in the UK is sold to a standard, that even car manufacturers themselves such as Benz and Peugeot do not claim will damage their own engines. It`s hearsay.

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This is why I left Sky, just wasting too much of my time trying to start rubbish conversations about watching TV whenever I want to change something on the contract. I finally got it all cancelled by sending them a formal cancellation notice by email to a bunch of Sky execs and their customer support centre. Whilst they say they like to do everything over the phone, that is just a rouse to try and keep you signed up.

BTW, life is now so much better without Sky in the house.

Indeed. It`s becoming impossible just to have a normal conversation with someone who actaully listens to you, when you call these behemoths.

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Guest eight

Indeed. It`s becoming impossible just to have a normal conversation with someone who actaully listens to you, when you call these behemoths.

I had that experience in HSBC a few years back. I actually looked around for a camera. The woman I was dealing with was, to all intents and purposes, a human robot. I told her as much. She also told blatant lies to my face that we both knew were blatant lies. It was one of the most depressing and surreal experiences of my life.

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I had that experience in HSBC a few years back. I actually looked around for a camera. The woman I was dealing with was, to all intents and purposes, a human robot. I told her as much. She also told blatant lies to my face that we both knew were blatant lies. It was one of the most depressing and surreal experiences of my life.

So many young employees are actually learning that subtle deception and double talk is ok. Even pretend listening is ok.

I think things have improved somewhat as occasionally you get to speak to a person on the phone that displays their own character when talking. Business learned a while back that saying "have a nice day" can be very irritating

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I've worked in this business and can fix this for you:

Brendan: ok great can you confirm your sort code and how much you pay monthly
Geoff: #######################
Brendan: ok great and is there any reason why you wish to leave to talk talk
Geoff:: Please give me the PAC, in accordance with the Mobile Industry Porting Process regulations, or I will call OFCOM and start a complaint.

Brendan: Here is your PAC: XXXXXXXX

The only thing these people listen to is the OFCOM stick.

Or the difference between truly loyal customers and those who pay lip service and look around every year in business or as B2C consumers.

Plenty left in B2B thank Goodness, most B2B customers get the service they have so willingly co opted into designing by their incessant chasing of saving two pence, from books and Amazon to saving 2p a litre on supermarket fuel and damaging their engine.

when you take out the 'friction' you ultimately take away intelligent client service

Loyalty is generally not repaid - it is occasionally, but this is rare. In most cases I don't want client service, I don't want a "relationship", I don't want "offers", I want the service I paid for. In the case of mobile phones, I want a network that functions, and a reasonable price., in that order. With something like gas or electricity, I just want the product, in accordance with the regulated obligations. For utilities, I will chase 2p if it is presented to me.

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I've worked in this business and can fix this for you:

Brendan: ok great can you confirm your sort code and how much you pay monthly

Geoff: #######################

Brendan: ok great and is there any reason why you wish to leave to talk talk

Geoff:: Please give me the PAC, in accordance with the Mobile Industry Porting Process regulations, or I will call OFCOM and start a complaint.

Brendan: Here is your PAC: XXXXXXXX

The only thing these people listen to is the OFCOM stick.

Duly noted for when my wife requests hers.

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Indeed. It`s becoming impossible just to have a normal conversation with someone who actaully listens to you, when you call these behemoths.

That's life these days. If you can't get rid of the people altogether then at least get rid of the human.

Every time someone tries to tell me how great the modern world is I wonder how they ignore this sort of thing.

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The last time I called to get a PAC code was with O2. After the usual spiel and getting down to the actual business of "why I want the PAC code", I explain that the transmitter nearest here has been intermittently broken for three months causing dropped and missed calls.

I'd already reported that on seven occasions only to be told nothing was wrong. Now, finally, some checks are made. "Ah, yes. I can see that we've been doing work in your area and there has been a fault. That should be sorted within a week or so."

This actually made me really annoyed. "So you've basically been fobbing me off for months and now I'm finally off, you tell the truth?"

The joke was on me, though, since the alternative proposed network - Vodafone - didn't work properly either, and so I ended up having to come back to O2 for any service at all.

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I like companies that allow you to cancel easily. I often second guess my decision when I stop using a business and they make it very very quick and easy. I tend to consider them again in the future and sometimes go back. On the other hand any company that makes it a p.i.t.a. to cancel will never get my custom ever again. Sky was one of them.

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I can't remember what it was that I had to call to cancel, but I could hear at least three other people clearly in the background all reading out the same script as the one I was talking to, at various stages of the "speech".

And I thought "that must be utterly soul destroying work".

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I like companies that allow you to cancel easily. I often second guess my decision when I stop using a business and they make it very very quick and easy. I tend to consider them again in the future and sometimes go back. On the other hand any company that makes it a p.i.t.a. to cancel will never get my custom ever again. Sky was one of them.

Sky is so notorious for making it near-impossible for people to end their contracts that I am surprised that anybody ever signs up with them however tempting the introductory deal.

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To be honest Ofcom need to get their act together with some of the telecommunication companies, they do very little to protect customers, few powers and the companies know it...

The sales tactics of some staff in certain firms is often pressured and misleading at best, they must be on target performance...... Hard work to deal with them, as as you say a lesser not so cluded up and determined as them person would give up and go along with them for the easier life.......they need to offer customers a open fair and transparent pay as you go service for people who do not want to be tied into any kind of contract......that is why my mobile is PAYG.....broadband and other services are mostly contract now for their benefit to tie you in and charge big get out clauses that are not made clear at the time of taking out.....other than that, if you can get an open deal the costs are extortionate so unfair, and make it much easier and straightforward to leave when you want to not threatening with adding hidden costs and charges trying to diswade you....help!!! .....buyer beware...

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I have Netflix. I`m not positive it still is this way, as I havent cancelled of late.. but previously you could stop and start with them whenever you chose. Simply log in and cancel or restart. ....perfect. That is one of the things that really appealed to me about Netflix. I also notice business is booming for them..

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