Tesco email/ problems - No Customer Support

[phoenix11]

Does anyone have a real person 'at the top' that I can escalate a complaint too?

 

Tesco have been having problems with their email service for some time for one reason or another and mid September they sent an email about how they were going to change the system for broadband users in the first two weeks of October (with no disruption to service) and how wonderful it was all going to be blah blah blah!

 

I'm not on broadband so I immediately contacted them to ensure that my access to emails would not be affected (again!!) and that they would not be stopping the ability to use OE (as they have done with their high end broadband).

 

I was reassured that all would be well - - - - it isn't.

 

Last week (Wednesday?) suddenly I couldn't send any emails - receive but not send. I have to log into their webmail site, which is also now throwing up problems with the login, and send from there. Without going into lengthy explanations, this is causing a great headache in managing certain vital daily emails.

 

I tried to call their help line - cannot get a response after hanging on for some 20 minutes.

 

I wrote to CS to complain again and ask what was going on - last time in August it was because I could get no response at all from the tech department for weeks, and they lost emails, etc

 

I cannot get a response from CS at all.

 

Today, I had to log onto the webmail site again to send a job application and the site 'glitched' as it has so often (which they've admitted) and it sent my application emeil three times!!! So I've just spammed a potential employer!!

 

 

I've tried to find out the name of who to escalate this to the top, and I was put on hold for ages and eventually gave up!

 

So, does anyone know a name I can address a complaint to that will get some proper action and facts about what is going on as this is becoming a very

 

:help

[locutus]

OK, you say it doesn't send with OE, but it does recieve. Is this still the case? Who is you internet with? I think we can solve that here.

 

As for talking to someone in charge, the CEO of tesco uk is philip.clarke@uk.tesco.com

[iaintw]

support@tesco.net

[bazdvd]

Does anyone have a real person 'at the top' that I can escalate a complaint too?

 

Tesco have been having problems with their email service for some time for one reason or another and mid September they sent an email about how they were going to change the system for broadband users in the first two weeks of October (with no disruption to service) and how wonderful it was all going to be blah blah blah!

 

I'm not on broadband so I immediately contacted them to ensure that my access to emails would not be affected (again!!) and that they would not be stopping the ability to use OE (as they have done with their high end broadband).

 

I was reassured that all would be well - - - - it isn't.

 

Last week (Wednesday?) suddenly I couldn't send any emails - receive but not send. I have to log into their webmail site, which is also now throwing up problems with the login, and send from there. Without going into lengthy explanations, this is causing a great headache in managing certain vital daily emails.

 

I tried to call their help line - cannot get a response after hanging on for some 20 minutes.

 

I wrote to CS to complain again and ask what was going on - last time in August it was because I could get no response at all from the tech department for weeks, and they lost emails, etc

 

I cannot get a response from CS at all.

 

Today, I had to log onto the webmail site again to send a job application and the site 'glitched' as it has so often (which they've admitted) and it sent my application emeil three times!!! So I've just spammed a potential employer!!

 

 

I've tried to find out the name of who to escalate this to the top, and I was put on hold for ages and eventually gave up!

 

So, does anyone know a name I can address a complaint to that will get some proper action and facts about what is going on as this is becoming a very

 

:help

 

What is the error message OE brings up?

Is it a relaying denied message? if so you need to change the account settings to log in to the the outgoing mail server (smtp)

[MARTIN3030]

Although their Consumer Credit licence does not specifically relate to these services,holders of such are expected to be dealing fairly,operate fair business practices and respond to customers who have issues.

I would argue that a business operating with a CC licence should be demonstrating these principles throughout all its business capacity.

 

I think I have seen examples where regulators have made the same analysis.

 

Tesco registered offices are;

 

Tesco House, Delamare Road, Cheshunt, WALTHAM CROSS, Hertfordshire, EN8 9SL, United Kingdom

 

I would outline your issues and ask for a reply with a copy of their complaints procedure.

In addition to a complaint to the telecoms regulator,the FOS is equally able to take up a complaint in this instance,but would first want to see that Tesco had responded to your complaint and acted,or ignored it as the case may be.

 

 

I would forget the emails and phone calls-keep a copy of your letter and send it recorded delivery.

[phoenix11]

Back with far more problems.

 

I didn't realise you'd responded, Michael, sorry about that.

 

The email problems were eventually resolved and it was an issue at their end.

 

However, now they are closing down the narrowband service I've had for years, at the end of next week (had plenty of notification so that's not the problem) but the situation has become a huge stressful mess.

 

After loads of calls and checks to make sure that the info they had on their Broadband service, and quite a lot of unhelpful and ansty calls with the 'dying' narrowband CS (different companies), I was eventually offered a deal to take up the bb.

 

Because it's not so straightforward for me, I specifically asked that the service would not start until the end of February. They sent me an email the next day with a 'go live' date for 6 days later!

 

Cutting a long story short, after numerous phone calls and emails, and promises broken, being lied to, etc, I then attempted to cancel the order within THEIR contract terms. ie I sent a cancellation email before mid-day of the 'go live' date - which effectively gave me a 2.5 working day cooling off period.

 

Thing is, as Consumer Direct have pointed out, their terms are in breach of the Distance Selling Regulations anyway.

 

However, that has not stopped them completely ignoring the cancellation, going ahead and putting broadband on my line which I cannot use with my very old equipment (am trying to sort out some new spec), and now threatening me because I cancelled the Direct Debit.

 

So, all in all, the stress and costs this is putting me through is enormous.

 

I know that Consumer Direct will help me, but it's still appalling sharp practice and I'll have to keep up the 'battle' to get things put right.

 

And the narrowband service have also breached consumer law in trying to keep billing and charging me for a service they're closing down!!!

 

It's just appalling - these huge companies are getting away with breaking the law all over the place and there is nothing being done to force them to toe the line.

 

If anyone has any input about how I handle the DD threat or if I've missed anything, I'd be grateful. I tried to get my letter out today by SD but missed the bus into town and just missed the PO then by 2 mins. grrrrrrrrrrrr

 

So I'm going to try and fax it tomorrow but send it anyway.