How Long Before They Work It Out?

I’m sorry, but I guess Pipex support staff cannot count. It is the only explanation I can see for their repeated insistence that I provide information that is already present in the support thread.

Over the weekend I pointed out that the threads do indeed contain a full name, date of birth and an email address – three of the things on the list they keep sending me. But still all they can do is ask for the information again, and again, and again. Even more ironic is that none of this is needed for a simple report of a broken link on their web site. Here’s the latest, from yet another support person:

Dear Mr. Gordon,

Thank you for your email, the contents of which have been noted.

Please accept our sincere apologies for any inconvenience which may have been caused as a result of the issue which you are experiencing.

I must reiterate as my colleagues have previously informed you that in order to address your
query you must send three of the pieces of information for data protection. We need to receive this information in each email thread to ensure the validity of the customer, and adhere to Data Protection Laws. Once we receive this information we will be happy to assist you. The information we require is as follows:

Your Customer account number

Your full name

Your date of birth

Your address including postal code

Your contact telephone number or email address

Finally if you wish to contact our customer care number when abroad the number is 020 3302 8404.

I realise this may not be a satisfactory response at this time, but I am confident that this matter will be resolved soon. Pipex does take these issues seriously, and it is always our intention to bring the concerns of our customers to a satisfactory conclusion.

We thank you for your patience and assistance in this matter.

Kind regards,
Emer O Grady

Pipex Customer Relations

Our Customer Care Department is available on 0871 663 3300. Calls are charged at 5p/min from a Pipex line or at 10p/min from a BT line. Calls from mobiles and other providers may vary. Lines are open 8am-9pm Monday-Friday, 8am-5pm on Saturdays and 9am-6pm on Sundays.

I haven’t even published the thread about the broken customer survey, but that too is getting the same questions, time and time again, no matter how often I point out that they have the three items they’re asking for already.

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