SFR and very little help

Technology
1

Hi,


does anyone know what's happened with SFR service lately?


I've had to call them for myself a couple of weeks ago and found the assistant talking to her shoes so quietly I could hardly hear a thing. So told her I was hard of hearing (which is completely true) but that changed nothing in her volume or clarity. The problem was not resolved and I remain unhappy that I have been 'brushed off' with bad advice. This problem is that I cannot send emails from my client - they blame the software but I've spoken with my computer guy and he tells me heaps of people are having this problem and it's with sfr and not the customer. (I can get around the issue so not wasting time on worrying about it)


Now I have had to call them on behalf of an absentee owner, whose phone is not working, and has not been working since April. First contact made and had to give all the details again, despite being assured they had it all on record. Made a rdv for them to call me at the house at 8pm - after 9pm I decided to call again, otherwise I have to travel there again to sit and wait. After 20 minutes of talking to a female assistant (speaking again to her shoes), she said 'do you speak English' - yes - ok, our technician will call you back in 10 mins. Phone ain't ringing. If I hadn't left, I would still be waiting there for the call.


This reminds me so much of the old Orange service - does anyone know what's going on and why they are so slack at the moment and passing people from pillar to post?

2

thanks, Anthony. At least I know what I'm up against. But what are the options? We were with Orange initially and changed because of their extreme slack customer service (we had almost no internet for a year and managed to claim a fraction of the cost back). When we first went with sfr, they were great - now I feel I am dealing with an 'Orange' group, or worse, and haven't really heard of any other good providers - do they exist in France?

There are lots of upheavals in changing provider, and one which I don't want to tackle during our busy holiday period.

3

SFR is in transitional mode. It was a company that I learnt to hate over a three year period. Customer service non-existent. 16 visits by its own contracted engineering company and Orange/France Telecom. SFR's answer to all my problems: "It is the fault of France Telecom." That's all very well I would tell them but your O/FT's customer not me! In the end when I had no service for two months, I gave up.

To cut a long story short it was bleeding customers and thus revenue, so was easy prey for Numericable. They are a tough bunch but I think that so ingrained into SFR was an attitude of "we don't care" that it will take some turning round. The pumps are going but even so be a rat and leave the sinking ship until the hull has been mended!