Sometimes we are first in the firing line!
Even though it is not our service that is at fault, we can be the first ones to feel a customers frustration. But we don't mind, always here to help!
This is because we offer a personal responsive service, so it is easy for you to contact us and speak to someone real, unlike large providers we know who you are, and we don't leave you bouncing around a call centre, waiting for ages to speak to someone that doesn't know anything about you.
All of this frustration and wasted time can be avoided when things go wrong, here is a great recent example.
This time last year, MF Telecom Services installed an NEC SL2100 system for a company whose old BT Meridian system had given up the ghost. We installed only the system on their existing suppliers phone lines. The company didn’t want to opt for maintenance or take our suggestion of moving the phones lines to us.
Last week, they called to say that one of their lines wasn't getting a dial tone. The company's lines were still with TalkTalk, who had found no issues with the physical line and had therefore pointed to the issue being with the telephone system instead.
After booking a callout, one of our engineers attended the site. Once on site, relevant checks were carried out, but after some time, none were found with the telephone system. Our engineer insisted that the company get in touch with TalkTalk again to make sure the lines were working properly.
It took two more calls to TalkTalk to finally discover that there was indeed a fault on the line after all, not only wasting this customer's time, but also their money, putting their business at potential risk during such a critical period. If the lines had been with us, we could have identified the fault in minutes. Unfortunately the customer was stuck in the middle and rightly just wanted it fixed ASAP.
At MFTS, we cannot stress enough the difference it can make having all your telephone and broadband needs under one roof. If this company’s services had been with MF from the start, the customer would have been referred to one of our engineers straight away, who would have then spotted the fault, logged it and dealt with it all on the same day.
If you have ever faced similar issues, please give us a call and we can help you avoid this happening again.