My recent iiNet experience and why I am switching ...

My recent iiNet experience and why I am switching to another service provider:

Last Monday night I phoned iiNet to ask for my fetchTV set-top box box to be reconnected. I spoke with Danielle who was very polite and very helpful, and advised me that I would receive an email with a reference number; all I had to do was phone back, quote the reference number and my service would be reconnected. I gave Danielle a score of 10 out of 10 for her customer service.

But that is where the customer service ended!

The next day I received an email saying that a set-top box was being dispatched. I emailed back saying that I did not need a new one, I have one already, all I need is for it to be reconnected. On Tuesday evening I phoned iiNet again, and was assured that the dispatch of the new set-top box had been cancelled, and my existing set-top box would be reconnected within 48 hours of my first call. It is now Saturday, nearly five days since my first request. I have heard nothing more from iiNet and the FetchTV service is still not connected.

So, my score for service delivery: FAIL!
And I ask: Polite and well meaning customer phone service is all well and good - but what is the point if you do not deliver?