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Atrocious Technical Support 18 July 2013 Reviewer: Minnie from London
165 of 340 people found this review helpful
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If I could give zero stars I would. Heart's ticketing system is not fit for purpose. The only people at this company who answer a phone is sales but for those already a customer you'll be in for long, frustrating waits where problems sometimes take days to resolve. They say responses should come after five minutes but last night I had wait times of 17 mins, 35 mins, 24 mins, 41 mins, 40 mins and 14 mins with multiple staff dealing with problems and no-one taking ownership of anything. And all the while nothing moving forward. Heart do not understand a very basic business principle ... sometimes customers do actually need to speak to someone to solve a problem. Or complain for that matter. Their HQ has no telephone number, complaints are through email too.
Do not use this company. My account was migrated from another company Heart seem to have acquired so I had no choice and extricating myself from this lot is something I cannot face becasue I know there will be so much hassle.
Your Editor says the lack of real person support is troubling. I am troubled.
In summary, I would not recommend Heart Internet to a friend.
