Andrews & Arnold Ltd
BRACKNELL
We appreciate the comments we receive from customers (and even the chocolates!). Here are a few samples.
You should know that having been with Andrews and Arnold for some time now, we could not be happier with the standard of service we receive from you. The service provision is excellent and the customer support is - in our wide and varied experience - second to none. We will continue to recommend your service unreservedly.
"They are an oasis of honesty and competence in a desert where wallies and crooks roam free. They say no-bullshit support and they mean it and provide it, sometimes way beyond their stated hours and contractual obligations. Welcome to a place where things are like what they ought to be in IT. There aren't many others available."
I'd just like to express my appreciation for the prompt, patient, and expert help I've received from Adrian and Shaun (any omissions unintentional) over the last couple of days. Adrian's diagnosis of my DNS problems (caused by NAT on my router) was masterful.
As a fellow techie (I do last-ditch UNIX support and security for a large multinational) I don't say this lightly. It's a pleasure to speak directly with folk who understand their work so well.
My DSL light has just come on and my connection is working brilliantly. It must be time for some feedback...
I've had a BT Openworld USB (yuck) connection for 2 years now, and moved to A&A when I recently moved house. My experiences with BT have made me skeptical of all ISPs, so I was pleasantly surprised by the crude interface (read 'browser compatible') of the sign-up pages on your website. The signup process was straightforward, and allowed me to easily describe all of my requirements. I thought the print-and-fax-back system of confirmation was a bit too much effort, surely there's a way to do everything on-line?
I quickly received a confirmation email, and then a series of personal emails regarding setting up various aspects of my account. I was directed to the status tracking page which thoroughly impressed me, and more importantly kept me informed throughout the whole process.
On cue, I received a phone call to take some payment details, and then promptly received my pre-configured router. The ridiculously helpful (and now well-thumbed) information pack gave me all of the information I needed to set up my network, including reverse-DNS delegation which was easily configured with your web-based forms.
Although still within your timescale, I impatiently fired off a quick email to enquire when BT were going to do their work at the exchange. I wasn't surprised (although I was impressed) to receive a reply within minutes.
Since this is supposed to be constructive to you, I ought to suggest some ways to improve the process. It sounds superficial (and it is), but I think you should make your web presence a bit more attractive. It doesn't need to be any less browser-compatible, but a smarter, more professional image could be achieved quite easily. The site navigation would benefit from a more logical design too. I wasn't put off because A&A came highly recommended to me, but had I been window shopping, I doubt I would have clicked off the first page. Just another tiny point - you should proof-read the information pack you send out, and get rid of some of the typos!
For me, both your customer service and technical provision have been excellent, and unparalleled by any other ISP I know of. Above all, I was always provided with all of the information I wanted, before I knew I wanted it. I hope it continues!
For further testominials please visit the comments page on adslguide.org.uk.