I have just cancelled my Which subscription. I have been a member for around five years, and have found their reviews fairly useful but they tended to be aimed at higher end products than the ones I buy. (For example:- best buy toaster £77.99) I would probably still be a member if not for the recent episode.
Which had a promotion for a £100 amazon gift voucher for anyone taking out a contract with Zen Internet. Now Zen get good reviews in Which, and Trust pilot and lots of other places. We are currently with Talktalk who took over from Shellenergy, who took over from Talktalk who took over from Tiscali. Our broadband has got steadily worse, reminiscent of the old days, when BT throttled “dial up” connections in order to move people onto broadband.
So the Which promotion seemed a good idea. So we decided to switch and we tried on line. But it did not work. The compare site could not find our Talktalk account. Neither could Talktalk! Although they provided the service and took our money.
So I had to phone Zen and do it on line.
I contacted Which to claim the voucher, but they refused saying it had to be done on line. I explained that it did not work on line. A simple manual intervention and issue of the voucher was all that was needed but Which refused. I guess it was a case of “Computer says No“. Anyway I was not happy with this so I cancelled my membership.
Then I checked how much I was paying to Which. It was £13.99 per month, and I have been paying this for a year. Before that I was paying £12.75. The highest price that Which charge on line is £10.99 per month. I queried this and apparently it was a “legacy bundle” with extra features I have never used.
So I have lost the £100 gift voucher from which, but have saved £167.88 a year by cancelling my subscription.
If they had simply gave me the voucher I would not have bothered checking how much I was paying and probably still be paying.
So how do I rate Which customer service?
Which is handy to able to look at which reviews on-line but there are many other free review sites on line, including Trust Pilot which Which uses. But brush offs by customer service is simply not acceptable.