Nildram - Good Customer Service?! (Nildram.com)

Member Name: infinitejones

Product:	Nildram.com
Date:	02/09/03 (128 review reads)
Rating:

Advantages: Reliable service

Disadvantages: Poor customer support, Re-connection charge for moving, Inflexible attitude with customers

When I first signed up to Nildram's wires-only Megabit Broadband service I was delighted because it was a huge improvement over the unreliable Freeserve 512k service I'd had for the previous 12 months. Although they weren't the cheapest, I went with Nildram because of the Customer Service recommendations they received on adslguide.org.uk.

However, they've gone right down in my estimation. I've just moved house, and they wanted to charge me another £58.75 to enable my new phone line - the explanation being that BT charges them etc etc. They wouldn't even consider giving me a discount, apparently because their margins are very low etc etc. I told them I might as well go to Bulldog and get two megabits for the same monthly cost if I was going to have to pay £58.75 anyway. "Fine," they said, "that's your choice."

It's no wonder their margins are so low with that kind of business acumen - they'd rather lose an ongoing £40 a month than take a one-off hit of, say, £30 to give an existing customer a discount on a re-connection fee I don't think I should be paying in the first place! That's not what I call recommendable customer service, I'm afraid.

Over the last few months it's been increasingly difficult to get through to customer service on the phone too - several times yesterday I was on hold for 20 minutes or so only to get cut off completely or diverted to tech support, who can't answer customer services queries or even connect you to someone in customer service.

Summary: