While I’m in ranting mood: if anyone else is suffering unwanted direct marketing calls – in my case, mostly from Toucan Telecom – you should make sure you’re registered with the Telephone Preference Service.
If you are, and have been for at least 28 days – say, eleven months or so – Toucan’s complaints procedure is listed on this page (scroll down). Be very firm in demanding to speak to at least a Customer Service Team Leader. First-line Customer Service Advisors are polite but ultimately not effective.
Note that before a complaint can be escalated all the way to the Office of the Telecommunication Ombudsman you must complete all the stages of Toucan’s procedure. I’m one step away.
(Linkage: Otelo’s ‘How to Complain‘ page; crucially, keep a detailed record of your dealings with the company.)
[update, 2-Sep-2006: just to be clear – you’re most likely one of dozens of people a month who arrives at this page having googled for ‘Toucan Telecom’. This is the personal weblog of Jonathan Sanderson, a TV and web media producer. I am not a customer of Toucan; I do not use any of their products, and thus cannot offer an opinion on whether they’re any good or not.
It’s more than a year since I had any contact with them, having had my complaints dealt with by their senior call centre staff. However, the comments below suggest that they continue with the sales techniques that annoyed me so much.
I’ve updated the link to Toucan’s complaints procedure; the other links above appear not to have changed. Particular thanks to those of you who’ve left comments offering helpful suggestions, and to everyone for keeping your comments factual and personal. I’ve not had to censor any… yet. 🙂 ]