Generic Hell: June 2009

Globetrotter

Any Hero reaching the Jungle region and accepting a quest there. - 10G

Diligent

Any Hero completed 20% of all sidequests. - 25G

Ambler

Any Hero reaching the Orc region and accepting a quest there. - 10G

Easy Rider

Any Hero rides his special mount for the first time. - 10G

Group Hug

Any Hero fighting alongside 3 other heroes in multiplayer mode. - 10G

Adventurer

Any Hero reaching the Deserts of Bengaresh and accepting a quest there. - 10G

Tomb Raider

Any Hero has read 100 epitaphs (graves). - 30G

Vengeful Spirit

Your Shadow Warrior attaining Level 15. - 20G

Annealer

Any Hero has forged something into an item for the first time. - 10G

Combologist

Any Hero has executed his first combination. - 10G

Hawker

You successfully traded with another user. - 10G

Hospitable

You have hosted your first multiplayer game. - 10G

Beam me up!

You have used a teleporter for the first time. - 10G

I felt as I left Thus/Demon that I must at least express my thoughts, so this is the email I sent to Thus and Demon with names removed;

Dear Thus Rep

As finally closure for myself, I wish to discuss the nature of my issues with Demon that culminated in my leaving their services and getting their parent company Thus, Thus Rep and yourself involved in resolving my issues.

It all started on the 14th April 2009, when I found myself with no service. I contacted the Demon Technical Support Department, I was told it would probably resolve itself within twenty four hours and it was probably to do with my ADSL2+ upgrade.

15th April 2009, I still had no service. I contacted the Demon Technical Support Department, I was told it was my router setting and that I need to change my DSL Modulation Mode to ADSL2+ then wait another twenty four hours.

16th April 2009, Intermittent or no service, I contacted the Demon Technical Support Department and asked for my ADSL to reinstated, I was told that this was not possible and ADSL2+ had no roll-back plan. This was actually a lie!

17th April 2009, Intermittent or no service, I contacted the Demon Technical Support Department and Customer Relation, I am promised actions! Another lie!

18th April 2009, Intermittent or no service, I didn't have the patients nor the time to call the Demon Technical Support Department again!

19th April 2009, Intermittent or no service, I talked to my first manager at Demon Technical Support Department, he promises action, but only on Monday 20th April 2009 and he also promises a call back.

20th April 2009, Intermittent or no service, I talked to Demon Technical Support Department and I am told very rudely to "wait" as that is the solution! Another lie! I talked to Demon Customer Relations and make a second complaint about the service since my transfer to ADSL2+.

21th April 2009, Intermittent or no service, I find Demon's official statement on ADSL2+ ,

How will the migration to 2+ services affect me?
There will be a short service interruption of up to 30 minutes when your service is upgraded to Demon 2+ - typical downtime will be between 5 and 10 minutes. During the interruption both your telephone and broadband services will be affected. Dates and impact of the upgrades will be available to customers prior to their migration commencing, with each customer receiving a letter a month in advance of their migration.

http://www.demon.net/helpdesk/producthelp/internetaccess/2plus/.

I also receive a few call from Demon's 3rd line technical support, he run through the basics of DSL modulation modes, my router type and is it compatible with ADSL2+ and then he would look into it.

22th April 2009, Service restored on ADSL2+ for 24 hours, at this point, I can almost forgive Demon's unresponsive, rude and job worth attitude, because I am up and running again.

23th April to 24th April, No Service, I have heated exchange after heated exchange with managers at Demon in both the Customer Relations and Technical Support Department, nobody is listening! I lodge complaint after complaint, they go nowhere and it prompts no action. I hear scripted "Thank you for calling Demon" or "is there anything else I can do for you?". Yes, restore my ADSL!

24th April 2009, No service, I started to search for help, I collected telephone numbers for Demon, Thus, Cable & Wireless, BT and BT Wholesale. Just hoping that one of these providers could offer a ray of hope. I tried BT, who were unable to access the broadband nor BT Wholesale elements on my land line. I then tried Thus and here enters my white knights in the form of Thus Rep and yourself. Thus Rep does something Demon failed consistently to do, he listened, showed intelligence and had the ability to act. He said he would find out more and call me back, which he did.

25th to 27th April 2009, No service, I called yourself as Thus Rep was on annual leave, we had brief discussion and Demon had suggested to yourself that my router was faulty, after that discuss I decided to change my router setting to DSL multi-mode modulation and my broadband came back up.

Demon had put me back on ADSL, not ADSL2+, but ADSL, something they told was impossible!

10th May 2009, ADSL Service still up, I receive a call from Demon to check if my ADSL, not ADSL2+ is still working, I confirm that it is and I am told to call the Demon Technical Support Department if I have any further problems. Where was I expected "sorry, please accept six months free broadband", but I got nothing.

11th May 2009, ADSL Service still up, I contacted Thus Rep to ask about compensation, the best he could offer is a free month at a push.

12th May 2009, ADSL Service still up, I contact Demon for my MAC key because after thinking about it I cannot bear to be with a company that thinks so little about its customers. This is no reflection on Thus Rep or yourself because as your actions restored my broadband service, all be it a little late in the context of my feeling to Demon. Unfortunately, Demon could not provide my MAC key and told me to wait three to five days. I tried again, I just wanted to leave. Yet again, Demon failed to listen, they failed to understand that I wanted to go and that it was my right to go. I called Thus and got to yourself, I explained how I felt and that I didn't blame you or Thus Rep, I just couldn't continued to be with Demon. You said you would help and you did by emailing me an status update. In the meantime, I tried Demon again, explained I wanted to leave and I wanted a MAC key. The operator on the other end of the phone attempted to transfer me and true to form showed the arrogance that made me want to leave. On taking me off hold she said she couldn't get through to the MAC key department as it was busy, she would arrange a call back. My experience of call back is isn't good, so I asked to be put hold at which point she groaned down the telephone, so stated "how rude, you can't stand me and all I want to do is leave". Anyway, she refused to put me through to the MAC key department as I had already request one. I asked to talked to her line manager who I told that "I want to leave so your staff don't have to groan down the telephone at me", I begged and plead to be let to leave! I even called Ofcom, who opened a case and suggested that I tell Demon that they are legally obligated to provide my MAC key within five working day or they would be in breach of General Condition 22.

13th May 2009, ADSL Service still up, I receive a MAC key, which I have passed to my new broadband supplier.

14th May 2009, ADSL Service still up, Demon delete my email account access and remove my website, even before I move my new supplier.

18th May 2009, ADSL Service still up, no access, Demon terminate my access account.

19th May 2009 to 21st May 2009, ADSL Service still up, no access, I call my new supplier who confirms for a second time that they haven't taken ownership of my broadband yet. I also discover in the normal paper mail a bill from Demon confirm they have taken further payment for 18th May to 18th June. I call yourself and explain what is going on. You check with Demon and they say that there must be some kind of error. You call back and after another hour to ask if my broadband access has been restore, I email you later to confirm that it has.

30th May 2009, ADSL Service still up, access still granted, Demon send me a welcome pack as if I had open a new HomeOffice8000 account, adding a new worry will Demon attempt to bill me a year worth of broadband because I asked for access until my move to my new supplier scheduled for the 3rd June 2009?

3rd June 2009, ADSL Service up and transferred to my new provider, I send this email to yourself and Demon Customer Service as official notice that I have left and expect to be credit for 4th June to 18th June 2009 and for the time that my service was unavailable during April plus I would like formal confirmation that no further monies will be taken from my bank account.

Lastly, I would like to discuss why my broadband was so important? Why I opted for the HomeOffice option?

My broadband was important because I work from home and use a virtual private network to connect into my office servers.

I opted for HomeOffice as I was under false assumption that it added value to my service.

I very much regret that my time at Demon has sullied by what seemed to be a lack of escalation and a "jobs worth attitude" from almost every member of staff I talked too. Logically, my issues should have spawned a problem and this should have been escalated to a level that could resolve the issues, at no point, did I feel this had happened.

I understand that staff need to follow the rules, but this inflexibility left me feeling frustrated and angry.

Final thought, during a "Global Recession" can Demon afford to be inflexible or difficult with customers?

Thank you for listening, I hope that Demon can be responsible enough to reflect on my email and attempt to use it to improve their customer support processes.

Customer

and this is the response!

Dear Customer

Thank you for your email complaining about the service.

All your contacts and the faults that we have reported to BT on your behalf is well documented. I can advise that the problem that you are experiencing with the service is not necessarily a factor of your Internet Service Provider which is Demon. The reason for the fault could be for various reasons like your internal electronic set up, the service of BT that we use for our supply etc. I regret the inconvenience caused to you. However, I must advise that no service provider can guaranty an entirely fault free service. This is also stated in our Terms and Conditions of the service provided in our web site link http://www.demon.net/helpdesk/producthelp/tandc/index.html

Unfortunately, it is difficult for any Internet Service Provider to deliver a service completely free of technical problems. This is especially true during the upgrade process, when a product is being re coded and formatted to particular telephone line. To this end we advise our clients; that problems can originate not only from the technology we provide, but also from their own equipment, or even the services provided by BT that Demon utilize.

The Migration Code was issued to you on 15th of May 2009. The service is still active under the account. I have now placed a request with the relevant department to check as to when this service migrated away. Once the service is closed, the billing will be backdated.This request will be actioned within 5 to 7 working days.

Please accept my sincerest apologies for any inconvenience you may have been caused by this matter. In this extremely competitive market we fully understand the importance of ensuring that the service we provide to our customers is of the highest standard. Consequently, I sincerely regret any frustration you have experienced as a result of this issue.

I have passed your comments to the relevant department as feedback. Please be assured that comments such as your's is taken seriously as it helps us to strengthen our internal processes.

If you have any further queries, please do not hesitate to reply to this email or contact our Customer Services Team on 0845 272 2666.

Details concerning this email have been added to the notes on your Demon account.

Regards

Demon Customer Services