In terms of why my experience was so bad, it was down to speaking to multiple service reps, being transferred on the phone to the wrong department several times and being given incorrect information in more than one occasion - generally the things you would consider a “bad experience”. In particular I was using their text service (I prefer to have it in writing to refer to) and on multiple occasions would get “I’ll get back to you in a few moments” and then no reply for hours/days at its worst. On the whole, it took around 6 weeks to resolve the issue I had, most of which was caused by lack of capability with their technical systems.
I’ve been in and out of Customer Service through many companies over the years, so have plenty good and bad experiences, and this did highlight the things that are general bug bears for customers. I know what frustrated and disappointed me about my experience, but also what I like about good service experiences, so I do keep that in mind when on chat or calls