30 Aug 2011 3:07 PM:
HIstory to date with Cocoon
My email dated 28/3/2011 to Cocoon
Dear Sirs - The changeover from Telefonica to BT last October has proved to be one of my worst retail experiences in 10 years of living in Spain. I will not attempt to list all the telephone calls of complaint but the bottom line is that the current download speed is quite unacceptable. You will see from the attached test results that the current speed at best is 1·112 Mb as opposed to the “Up to” contracted speed of 6Mb. You will note that at times the speed reduces below ·4 Mb as whereas it normally improves back to the higher reading on rebooting the router, the need to do this is a constant irritation since it can happen up to three times a day. In passing, I would remind you that the router that was supplied “packed up” and was removed by Mark so I am currently using my own router. In a recent telephone conversation, Mark informed me that it was impossible to improve on the current speed which should have been known before the changeover in which case the misery and inconvenience of the past two months would have been avoided. As explained to Mark, my neighbour has a speed in excess of 3MB and I intend to change to the company he is using as soon as possible.In view of the fact that your company is unable to provide an acceptable speed, I trust you will give me every cooperation in effecting a smooth changeover. Yours faithfully - Robert Jenkins
Their response same date
Dear Robert, I totally agree with everything you have written and will vouch for you all the way, we will give you every cooperation in effecting a smooth changeover. Let me know when you want to cancel the service with BT. Regards
Mark
The reality - 5 months later - My email to Cocoon dated 29th August
Dear Mr Williams – Further to your email below and the subsequent telephone conversation I had with Giles Lane, I would advise you that despite the fact that the service was transferred to Orange on the 1 July, BT Arrakis have submitted and pressed for payment of invoices up to 8 September. To add insult to injury, they have also submitted an invoice for a cancellation charge on a contract that they and you have broken both in fact and intent. In addition we received a letter in Spanish from I.S.G.F. INFORMES Comerciales, S.L. demanding payment. Despite the claim that “We speak your language” it is only possible to communicate with Arrakis in very basic English so it was necessary for my wife who is Spanish to telephone these people last week and explain the situation. She spoke to Elena Rodriguez on 968 35 80 21 who promised to investigate and report back to us. We have heard nothing further from her. Giles Lane said that Cocoon only acted as agents for BT Arrakis and therefore had no duty to try and resolve this dispute. This is quite unacceptable and will come as a shock to existing and potential clients and I would draw your attention to the e-mails below exchanged with your company.
In conclusion and for the avoidance of doubt, I would advise you that any further harassment or legal proceedings will be strenuously defended and if appropriate, I will submit a counterclaim for loss and distress caused by the actions of BT Arrakis and Cocoon. The failure to provide an acceptable level of service, the “bully boy” tactics of the people at “cobris” and their failure to attempt to resolve the complaints is carefully documented and available in the event of such proceedings. Your behavior and that of Arrakis needs to brought to the attention of the Authorities and you have my assurance that unless you cease forthwith, this will be the inevitable outcome.Yours sincerely – Robert Jenkins
The outcome - watch this space!
Thread:
Cocoon telecom
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