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Harassed and fed-up of Arcor
Posted on 18/12/2006 4:48 pm
Harassed and fed-up of Arcor
Me and my husband have moved to a new city and had requested for moving our old Arcor connection(DSL+Telefon) to Mannheim with us. We made this booking a month in advance and got a confirmation letter from them also.
We were given an appointment for 4th December. Now, the Deutsch telecom technicians who actually provide the connectivity for Arcor come only from Monday to Friday and can come anytime between 8:00 to 4:00 pm. (have you heard ANYTHING MORE ABSURD!!)
So my husband took a leave from work and waited the ENTIRE day but the Deutsch telecom technicians did not come to install the connection. When we called Arcor customer service after 16:00 hrs, they had NO ANSWER about why the Deutsch telecom didn't come. They coolly said that they will give us a new appointment for next Monday.
After 2 days, we called customer service again and they said that Deutsch telecom cannot come on the following Monday. So they gave us a new appointment dated 2 weeks later(December 18th). AGAIN, my husband took a leave from work and sat at home the entire day but the Deutsch telecom technician did not appear.
When I call the customer care, they mostly refuse to talk in English.(in fact, the last time I spoke to one guy, I requested to be connected to ANYONE who could speak English. The guy refused flatly and instead, began to give me lectures about how I am in deutschland and so how I MUST speak German and asked me which country I was from. On telling him that i was from india, he went on further to say that how it would be ridiculous for him to expect someone to talk to him in german if he were in India. I had no patience to explain to him how we have both the regional language and English as OPTIONS when we call any big customer care in India so I let go of that.)
I have tried hard with my broken knowledge of German to explain to them(each time a new person)what has happened. Finally, all they said was that they cannot do anything. The technician may be late and so we should wait a little longer. If he still doesn't appear, they will give us a NEW appointment.
When WE miss an APPOINTMENT given by Deutsch telecom, they charge us 59 EUROS for not being available. This is the second time that my husband wasted his entire working day waiting and no-one has come. WOuld they pay for it? Of course not. ALl they offer is a new appointment..with no guarantee or answers to anything!!!! Only more lectures on how we must know more German here.
They don't even allow us to disconnect our contract till March. This seems to be a new game for them , a new way to harass people.
Anybody has any idea where we can lodge a complaint or anything? Talking to customer care is simply hopeless and frustrating. It just makes me furious now! I have dealt with the most pathetic services in Germany but this one beats them all.
If anything...I would recommend EVERYONE against this particular service provider!!! ITS A TRAP!
meinfrage
Member since 24/03/2006
Posted on 19/12/2006 3:22 pm
Re: Harassed and fed-up of Arcor
See, the problem was not that complicated to solve then, expcet that because of this mistake, you will have to wait some more time. I remember that when quite the same thing happened to me (they activate the 505 and I live at the 506), I called Arcor, took a deep breath and started shouting on the phone (poor woman who had me that night) letting them know how I was losing money because not being able to deal properly with my customers because of all their mistakes. Well, on my next bill, I had a 100 euros Gutschrift 
@Lacrima: I have asked Arcor a dozen times to specify some duration of time when we can expect the DT guys instead of making us wait an entire day for a 5 minute job. They say their most favorite phrase: "We have no control or idea on this. It depends Deutsch telecom".(to which we customers of Arcor have no connection) we do have some kinda connection with DT: we use their line which is borrowed by Arcor.
D.
NoBody
Member since 20/11/2003
Posted on 20/12/2006 6:24 pm
Re: Harassed and fed-up of Arcor
Based on my small experience, Germany is among the worst service provider contries. Why a foreigner must speak always German? let's say a family comes here to work as a scientist for a certain period of time. Must he learn German here to speak? Not really!
Germans listen to English music all the time. But if you ask him "Do you speak in English?" He would say NO, I DO NOT SPEAK IN ENGLISH. He should not be so arrogant for not being able to speak in English.
This is an educated country. Most of the people should be able to speak in English. Because English is without any doubt a very common international language. If they can not speak in English, this is their limitation as a developed country.
Germans must be more open. They should be more internationalized.
The foreigners who wish to live here for a long time should learn the local language. It would ofcourse help to integrate into the main stream!
mk
Member since 22/06/2004
