Telia = Incompetence

I have never in my life experienced such idiocy.  This could be a super long blog, but I'm going to try to get the cliff notes version.

Our new apartment in Torshälla doesn't have cable already in the building.  Just antennae.  So we have to arrange our own cable.  And since the cable doesn't come into the building, most companies won't offer us service.  So we have to get our cable through the internet via only 2 company options (Telia or Boxer), or via satellite (and the equipment is super expensive).

Here's the kicker.  To get tv through the internet, you have to have your internet through that company.  So it kind of ends up having to be a package deal.  So we decided to sign up with Telia for phone, tv, and internet all through DSL.  Here in Sweden you have to give your utility companies 3 months notice if you plan to terminate.  At first we were just going to move the, but then that wasn't an option.  So the month before moving, my boyfriend calls and gives everyone notice (since he had 3 different companies for all 3 different utilities).  Well Telia says they'll handle the switch over, and we can get our boxes before we move so we can connect them ourselves we get into the apartment (as we were moving over a holiday weekend).  Yeah. FAIL!!!

First, no boxes.  Second, just about everything told to us when we signed up with them proved to be false.  Third, every person we spoke to on the phone over the course of about 5 weeks told us a completely different story, reason, date, excuse, etc.  Then we got our boxes (3.5 weeks AFTER moving), and they forgot the box for our second tv, and the box for our first tv doesn't work.  So we got a non-functioning HD record box and a modem.  The following week we get our replacement box (still missing box for 2nd tv but arrives a few days later), and they haven't switched over our phone from a land line to internet line.  So we get a bill for a phone line that we didn't order (which was 3x as much money).  Then the next day they switch over the phone to internet, but every time the phone rings or your pick it up to make a phone call the tv stops working and then the modem reboots itself.  Are you freaking kidding me?!?!!?  Well last week (1 week after having the new replacement box), there is an issue and the tv stops working.  I talk to 5 people over 2 days about getting it fixed and each person I speak to tells me a different thing, gives me a different reason for the outage, and then one tells me they need to send us ANOTHER box to replace the 1 week old HD recordable box.  Turned out to be a software issue that was fixed after 10 mins on the phone!!!

So I've pretty much been the one handling all of this crap for the last month or so.  My boyfriend is quite passive and isn't much for making a stink about things.  So every time I had to call I asked to speak to a manager, only to be told there are no managers there.  Say what?!?!!?  Well I end up getting a number to a complaint line, speak to them, get connected to their compensations department (bet your sweet ass there's going to be some compensating going on!).  So I deal with this nice gentleman who does his best to speed things along.  Been dealing with him for about 3 weeks now.  We are getting a decent financial compensation and we get a bit longer then normal to test out the company and see if we want to switch.

Now, this is the short version, trust me it was a lot worse then just one paragraph.  So, most of you are already probably thinking CHANGE COMPANIES!  That's what I've been saying, but my boyfriend doesn't want to switch to boxer because the channel selection sucks and they are more expensive.  I suggested switch to satellite tv and keep the phone and internet with Telia (as those haven't had too much of a problem).  But we have to pay for the equipment up front (approx 3500 kr or approx. 500 usd) and again might increase the monthly bill.

The good news is so far this week there hasn't been any major issues.  Or even minor ones for that matter.  But when I was speaking with the guy from the compensations department I asked him if they actually trained their employees and for how long.  Because I have never seen such incompetence in all my life.  And no, it's not a call center in Dubai or something.  I mean, they can see our file on the computer screen, and all remarks made by the previous people we talked to, and yet every single time we spoke to someone we got completely different and contradictory answers and remarks.  It was astonishing to say the least.  Well the guy said they do train them for 3 weeks.  Perhaps thats not long enough.  Total lack of consistency.

So the end result.  We went about 3-3.5 weeks without any internet or tv in our new apartment.  And then spent another 1-1.5 weeks having issues with one or all 3 of the utilities via Telia.

So I'm going to give them 2 thumbs down.  I even tried talking to Sweden's largest newspaper about running an article on their customer care and incompetence.  Only to read in the paper the following week about how Telia reported record high Q2 profits.  Only god knows why!

If your reading this in Sweden and looking for a company to switch to for your home services, don't bother with Telia unless your ready for a massive headache!

-FXA