Knowing how much ADSL depends on the quality of the copper cables (and the worrying state of the wires in our block) I went to the shop and asked. OK I not really expected an answer, so getting an URL was OK. When filling in the feedback form I had to decide between sales enquiries and technical support. Since technical support extended the form with a lot of categories to fill in to describe your ACTUAL problem, rather then enquiry the availability of a service I opted for sales enquires. I wrote:
" Hi there. I'm very pleased, that you offer new speedy broadband connections. I'm very interested in the new 3.5k plan. However I wasn't able to find any information if my landed phone line could support that speed and how the testing would work. My phone number is 6xxxx... Could you
a) Provide information on the process
b) Test my line
I go a nice reply:
" Dear Mr Wissel,
Thank you for your email. We seek your kind understanding that for technical enquiries, please use the online form at <same URL I used before> to email to our Technical Team. To access the Technical Support form, enter your contact information in the Personal Details section and choose the following in
the Feedback section:
Nature of Feedback: Comments/request/suggestion, etc
Type: Technical Support"
Since I'm ready to spend money with them I was a bit disappointed by that answer, which I expressed in my reply.
" thank you for the reply. My question is: can you sell me the service that you advertise. So it is pre-sales. I'm not sure if that is a technical question for support. Anyway as a matter of customer service I would expect an answer like: "Our technical department can answer such questions, I have forwarded your enquiry to respective team, your tracking number is...". Of course throwing it back to somebody who is willing to spend money with you is cheaper, thus bearing the risk of a lost sales opportunity. So your seek for my kind understanding failed."