After my previous postings on the subject of Setanta Sports, when I received an e-mail from a senior member of staff in response claiming things were getting better, I expected the number of hits from people searching under the term "Setanta Sports Problems" to drop. It didn't, until today, when the favourite search term suddenly changed to "cancelling Setanta Sports".
Somebody at Setanta really needs to get their backside kicked for the poor customer service they are offering there. It is clear that lots of their customers are deeply unhappy, emails are not being answered and lots of people regret making the choice to go with Setanta.
Update - Statement from Setanta Sports received by e-mail to me.
It is disheartening to see so many negative comments when we are improving so quickly. Believe me, I do undertsand what it is like to be waiting on the phone for long durations of time only to end up talking to an inexperienced agent - we've all been there and as per previous emails, its not good enough and I offer no excuses.We are indeed the new boys and contrary to how we are perceived, we do want to offer a world class service and are moving very quickly in that direction. However, as simple as it may sound, increasing headcount is not something that can generally be done at a flick of a switch and yes, once we get these guys on board they not only have to be trained but supported in order to get up to speed - again, that does take time.Those of you on the Satellite platform would have noticed a much quicker call answering time over recent weeks with the experience starting to show through with Agents. Its far from perfect I agree but I would ask you to support us - If you believe we are getting better and doing that relatively quickly then stand by us - we will get this right!On Freeview, it has taken us a little longer to get the right and are days away from having sufficient people on board at this stage - again, it will take a couple of weeks for them to gain the necessary experience.The anonymous post re cam and card issues posted on 21st August, can you pass me your details please (please pass via Nich
, who I'm sure will be kind enough to relay to me) as I would like to resolve asap.
RegardsMatthew - Setanta Sports