Stefan Mileschin

Better just never to hear from customers ever again

Italian ISP Fastweb has a novel way of dealing with customers, it has decided it never wants to talk to them ever again.

The outfit has made changes to its website which makes it impossible to talk to a human to resolve their problems and just refers them to automatic screens which are supposed to do the job without bothering someone's snooze.

However, this week the website notified users that there was a problem with their password and they had to change it. It is not clear why they did this, but perhaps it felt that users should upgrade their passwords more often.

Unfortunately, if you follow their password procedure a “technical fault” is reported on the screen. It has nothing to do with an insecure password, as the screen declares it as acceptable. It is clearly a bug which someone needs to fix. But they can't tell anyone about it because it is a secret.

The result is that users are then stuck with using a temporary assigned password which is impossible to memorise and has to be written down and stuck with a post-it-note on their computers.

But what is alarming is that Fastweb is probably blissfully unaware of the problem because it has severed contact with its customers – anyone would think they don't give a damn about them.

“There used to be a button you could press to contact customer support and talk to a human. But since the website update that has gone. Fastweb cannot be talking to its customers”, one user told us.

Well not all aspects of Fastweb. If you cancel your account you will still be rung up by a sales person trying to change your mind. Maybe this is the way forward to getting contact with the sort of technical support most customers expect from their ISP.

https://fudzilla.com/news/49495-fast...stomer-support