Consider training your call centre staff

I called to follow up on a query on why I couldn't use a certain media bundle that I purchased a week ago. previously I had spoken to someone from one of the technical departments who was very helpful and advised that the query should be resolved with 7 days. On this particular call the first service agent told me that there was nothing that they could do and since the query had been escalated that I should wait for a further 2 weeks for the issue to be resolved. At that time I asked that I be refunded for the full price of the product that I had purchased since I could not enjoy the benefits of it. Again I was advised that this was not possible and that since the issue was escalated the agent could not assist. I proceeded to ask to be transferred to someone that could help wherein I was told that no one could help. i asked to speak to the supervisor who to my shock advised that they don't have the number for the technical team who are dealing with the query. This to me was utter nonsense as I had been transferred to speak to someone from that team in a previous knowledge. This supervisor proceeded to argue that there was a certain service user agreement to which I was a party to that prevented them from resolving my issue- again utter nonsense (BS in fact). I don't expect such nonsense for a company that portrays itself in such high esteem. I expect them to have call centre staff that are competent -commensurate with the prices we pay for the product. To stress my point of argument as explained to the agents I have a legal right to return goods and seek redress for unsatisfactory services. If I have not received the product that I paid for due to an issue on your part I WANT MY MONEY BAC**** ESCALATION (ESPECIALLY INTERNAL) DOES NOT MEAN FINALIZATION OF AN ISSUE!!!