UK Wholesale Direct Opiniones 

Respuesta de UK Wholesale Direct

26 may 2023

Dear Andrew,

Thank you for taking the time to share your feedback with us at UK Wholesale Direct. We genuinely appreciate your input as it helps us continuously improve the quality of our service.

From our records, it seems that your account experienced a billing error, for which we sincerely apologize. We acted swiftly upon learning about this, and our customer service team sent you an email this morning addressing the issue and confirming a credit to your account. The read receipt for this email has not yet been activated, which leads me to believe you might not have seen it before writing your review.

If for some reason, I've identified the wrong account or if there are still issues that need to be resolved, please do not hesitate to reach out to our customer service team. We are always ready to help, and you can be sure to reach us immediately via phone.

Regarding pricing, for over a decade, our commitment at UK Wholesale Direct has been unwavering - to offer the same telephone line for less money than any other provider. This isn't just a promise; it's a fact. You will not find a lower price with any other provider. In most cases, we offer the same line for more than half the price of our competitors. This is a commitment we have upheld since our inception and will continue to honor moving forward.

We are eager to resolve any outstanding issues and ensure your satisfaction with our service. Your confidence in UK Wholesale Direct is our top priority, and we look forward to providing you with the exceptional service you deserve.

Kind Regards,

DM
UK Wholesale Direct

Respuesta de UK Wholesale Direct

11 may 2023

Dear James,

We sincerely appreciate the time you took to leave us a 5-star review. Thank you!

Your positive feedback about your interaction with Vikkie and the quick resolution of your problem really means a lot to us. We're glad that our customer service team, especially Vikkie, could assist promptly and efficiently.

We continuously strive to offer the best customer service, and it is encouraging to hear that we are meeting our goals. I'll be sure to pass on your kind words to Vikkie.

Thank you once again, James. If you ever need assistance in the future, don't hesitate to reach out.

Respuesta de UK Wholesale Direct

10 sept 2021

Hello Thomas,

I am sorry that you are not happy with us.
I can see that a member of the team here sent you an email about broadband options and they mention that your contract was coming to an end in July.
This was an error as your 24 month agreement did not end until 5th August, and I do apologise that this mistake was made.

We offer the best price and service we possibly can, we do have contractual charges just like any business phone and broadband provider and most other commercial companies.

For 2 years we provided you with the cheapest line rental, which I believe was hundreds of pounds cheaper than it could have been obtained through most other business providers. We never increased your prices, and the price you paid was the price we promised.
We do blow our own trumpet and are passionate about what we do, I think it is natural that we asked you to stay but I am sorry to hear that this has also caused upset.

Thank you for being a customer of ours, I am sorry that you have become unhappy and we wish you and your designs company all the best.

Kind Regards
UK Wholesale

Respuesta de UK Wholesale Direct

25 nov 2020

Thank you Amanda
We have loved working with you and your company over the years and wish you all the best.

Respuesta de UK Wholesale Direct

18 nov 2020

Dear Mr Morris,

I am sorry you are not happy and I do understand your position.
I think a lot of the problem is the sales representative from XLN has probably told you that they will do everything for you and that you don't need to do anything, which is not true.
Once your minimum term has ended you do need to give 30 days written notice, however the XLN sales rep often don't want you speaking with us in case you change your mind about leaving.

There is not much more UK Wholesale could have done as you didn't respond to us prior to the transfer, had the sales rep form XLN looked after you properly when transferring you to XLN this would have been easy and you would not have a charge for breaking your contract with UK Wholesale. When transferring a customer to UK Wholesale our team always manage your transfer to make it easy and avoid you getting charges for breaking your contract with the provider that you are coming from.
In this case It is XLN who needed to manage your transfer to ensure it was easy and without breaking your contract with us, although we did also try to reach you to help avoid this charge.

I do understand why you would see it as UK Wholesale being the bad guys here, but we tried to talk to you to avoid this and as you was only speaking to XLN they were the only ones that could control the outcome.

30 days notice is always required
XLN also require 30 days notice as this is standard in business contracts and XLN would charge you £299 should this not be followed. Had you spoke to us, or had the XLN sales rep handled your transfer properly this would have been avoided. It is sad when this isn't done, however as you didn't respond to us the only person who is responsible for the transfer not being easy and without avoidable charges is the XLN sales rep for not managing your transfer and informing you that you need to give 30 days notice to end your contract.
As you can see exactly the same notice is required with XLN, so they fully knew what they were doing.
https://www.xln.co.uk/resources/pdfs/legal/phone-and-broadband/general-terms-and-conditions.pdf

I can see from the notes that we tried prior to the transfer to reach out to you and sent several emails advising of charges for not closing the contract. I do understand that it was probably the fault of the XLN sales rep why you didn't respond to our emails at the time so that we could help you avoid the charge by serving the notice required on the contract. By not responding to us the only winner was the XLN sales rep unfortunately.

If I was you I would be tempted to email XLN and ask them to reimburse you for the £199 charge if the sales rep from XLN has told you not to speak with us or that you don't need to cancel your contract or do anything, as this is clearly not true and XLN know this all too well.

XLN like most providers also do require 30 days notice and charge £100 more than UK Wholesale if the notice is not given. So there is no reason why the XLN sales rep wouldn't have known this and couldn't have managed your transfer professionally to help you transfer properly and without breaking your agreement with us, again we did reach out to you to help but you did not respond to us. I really do wish we had been able to speak to you as we could have helped avoid this, but I do suspect that this wasn't helped if the XLN sales rep didn't want you to speak to us despite knowing that this wasn't it your best interest.

I would also be very careful about the cost that the XLN sales rep has told you that the package will cost with XLN.
XLN line rental is nearly double the price that you have been paying with UK Wholesale, however they do have teaser rates on bundles where there is a period on a much lower rate , this then drastically increases without you being able to leave. Also after month 3 I believe that you will find an additional charge of £4.95per month on each line being added to the invoices, so do watch out for that.

We will miss you as a customer Martin and wish you all the best.

Although your anger is directed at us right now, please do reach out to our team and we will work as hard as we can to help you, I am worried that XLN have not only caused you a charge from us, but that the price that you think you are going to pay with them isn't as you may have been told by their rep.
Love or hate us we are always here for you, so although you are not a customer anymore we are more than willing to help you as much as we can.

Kind Regards
Damian