One star is generous and if there were a choice it would be less, which is sad for a company that used to offer significantly more until the big streaming players came to town. ‘Customer service’ is an interesting description. We suddenly lost all HD channels a week ago, we gave it a couple of days as we’re on satellite and sometimes external elements play a part, which whilst we knew was unlikely, we gave it time anyway. After going through some simple troubleshooting to no avail, we contacted ‘customer support’ which was completely useless- they tried to tell me because we had changed our internet package it was causing the HD channels to disappear….we don’t have broadband with Foxtel, never have, and haven’t touched our internet package, other streaming services are working as normal- our Foxtel box currently doesn’t run through internet, so that ‘explanation’ seemed strange, along with being told the weather was affecting the connection- but when you’re bunkered down in a ‘customer service’ office in the Phillipines you would have trouble being across the recent weather in another country…I was then told a new box would fix everything, which I’m not convinced of, or I can pay $200 for a technician to come out…I also stated as I don’t have HD channels currently and am paying for them as part of my package, I will be requesting a reduction of my monthly bill until HD channels are restored, to which I was told they wouldn’t be reducing the bill as I’d not contacted them straight away. When I asked for a better explanation of why the HD channels have disappeared (outside of the internet connection and weather) I was sent information on the Foxtel Rewards program and how to claim loyalty points!! There are no words.It simply cannot be referred to as ‘customer service’ as there’s none of that on display. Offshore call centres are a huge part of the problem across industry, however there is a slight improvement when they are trained properly, and it’s very clear Foxtel have dropped the ball without any care for their remaining customers. No wonder Rupert is tapping out. Deck chairs, violins , Titanic.
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