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Reviews 746
Danielle Cottrell
Mar 07,2024If you are reading this because you are thinking of becoming a Chess customer for phones, I have been a customer since 2020 with over 80 phones / lines and so I feel I am equipped to do an honest review. This is not a review from someone who had a system installed 5 minutes ago like the majority of others. I find Chess to be very black and white in their approach, and not very human beyond the sales pitch. The Sales pitch will sell you a dream saying things such as “this is the same system as 999 use” We have had multiple failures / gremlins in the system during our time with Chess, and I would urge you to check the SLA on the contract and make sure you’re happy with it. Make sure you also check how much you’ll have to pay for small changes, as there is a minimum charge each time they do something for you, and it’s over £70. It isn’t necessarily the problem (even though, to give an idea, we logged 3 tickets for the same line within a month) it’s how you deal with it. We all have complaints to deal with in our jobs I’m sure, but to me, the important thing is to make a customer feel valued. At a £1700 a month spender, I hoped we would be. The customer service for us has been pretty rude at times, I’ve said this to them directly of course. I have spoken to numerous people with titles like “Senior Customer Experience Executive”, we have been passed from pillar to post but ultimately fobbed off Chess changed our account manager as a result of complaints not being dealt with well, and seeing evidence of how the first “Customer Experience Executive” responded, but regardless, you still have to chase for responses and they’re all the same. Twice during a complaint process, replies just stopped. It was as if they thought we would just forget. This meant a complaint went on for 3 weeks when they could have resolved with a 5 minute phone call and a £20.00 credit as a goodwill gesture. Instead, going forward we will resent every penny spent with them. As a long time user, I couldn’t recommend Chess at all. The Sales will be helpful and promise the earth, but once they have your signature and your money, it’s very “computer says no”.
Little Gem
Mar 07,2024We had Chris Smith today to install our Wifi and phones. Chris was on time and professional even when he hit problems in our old building. He did not leave until everything was perfect and in working order.
Miranda
Mar 05,2024good communication and follow up on email
Sean Wright
Mar 05,2024Within minutes my issue was updated. Within a couple of hours completely resolved. Michael on the phone was amazing and told me exactly what to do to resolve my issue with our phones. Following his advice fixed the issue, I commented back on the ticket to let him know it was resolved.
Tony Edwards
Mar 04,2024Bombers Stud Farm-We have had Martin Cosgrove installing our new broadband and Cloud Voice Telephone systerm. He was great , I could not have a better person was so helpful and did a fanstatic job
Kerry Greenland
Mar 02,2024I concur with other reviews on here. For a business to operate this way in 2024 is disappointing and quite frankly astounding. I have an open ticket with them that is being battled by their customer services team who have told me categorically that the “dark web monitoring service” that was added to our contract is lawful because they said that they sent an email offering a free trial that would then be chargeable if we didn’t cancel - which we didn’t as we didn’t receive this “marketing email” or any subsequent email about it becoming a monthly charge. We have been told Chess can add services to our contract and change our direct debit as it’s in their terms and conditions so in effect they can add what they want and charge what they want. I have received no monthly reports to support this monitoring - until the month I found they had added it to our account and then I received the report. I have requested a refund and we are still arguing the case as we are being told they are justified in adding services to our account clearly hoping we don’t spot it - which we didn’t for several months until our renewal came through - without any mention of this additional service and missing the additional costs (which was obviously different to the amount taken on direct debit). When asking why the two differed and even the renewal didn’t mention the added service or cost) I was told they didn’t have to put this on the contract !!! In response to Chess - Yes Dean I have had an open ticket for 2 weeks now trying to solve this and have been told on numerous occasions, and once via the phone "you should have read your T&C's" your contract states we can amend your services at any time and amend the direct debit at any time. Having an open ticket doesn't negate the service you have provided to us and the lack of empathy for the client, the attitude of "you should have told us if you didn't want this service" despite us clearly stating we did NOT know we had been opted into this service automatically and had to opt out, and wouldn't expect a professional company to operate this way. Surely it would have been much more professional and above board to offer this service to businesses and ask if they would like to take the service on as an addition to the services they already had ?
Naiomi
Mar 02,2024Michael was a star and fixed my situation quickly after having a stressful afternoon!
Nikki
Mar 01,2024A huge shout out to Michael Fenton and Colin Aitkenhead for going above and beyond to get us back on line. We had a four way call to deal with my problem remotely. So patient. Thank you for getting it sorted.
Steve, essex tyre company
Feb 29,2024essex tyre company - we have had martin cosgrove installing our new cloud voice telephone system. martin was very professional and knowledgeable at his job, extremely helpful and polite at all times, nothing was too much trouble for him. would most definately recommend.
Emily Street
Feb 28,2024Michael was brilliant, phoned when he said he would and followed up a week later to check the problem was still sorted and was continuing to work smoothly.
Mark Edmands
Feb 28,2024We had a new phone system and new handsets installed over the last 2 days by Chris and Paul from Chess who as always were amazing and helpfull. Overall a really productive couple of days with no real issues. Good job guys.
Mr John Mason
Feb 28,2024Very pleasant and helpful and knew his stuff. Seems to have a heavy workload with lots of travelling but kept very cheery.
pwwright
Feb 27,2024Adreq - We have had Martin Cosgrove migrating our Avaya telephone system over to Nfon (cloud PBX). Great service provided very knowledge. No problem was a problem. very helpful from start to finish. Had 650 numbers to migrate. minimal hitches and was dealt with super sufficiently. Had Kathy Cooper managing the project, was receiving consistent updates through the entire project.
Harry Staszewski
Feb 27,2024We had Chris Smith come out to us today to help switch our system on to a new fibre line. He arrived on-time and was very helpful and efficient in troubleshooting and getting us up and running quickly. Thanks Chris!
John
Feb 24,2024We had changed telephone supplier in June of 2023, the new supplier acquired our telephone number from Chess, but did not inform Chess of our departure from them, as they said they would. This led to billing continuing on our account that was not being used, it has taken some time for this to be resolved. Fortunately after speaking to customer services the situation was sorted out and the anomalies that had arisen with the invoices on our account was resolved
kelly
Feb 22,2024Michael, was very helpful and quick at sorting the problem. He also followed up with a phone call to make sure I was happy. Great service
J Mooney
Feb 21,2024Unreal service from Gareth Roper as always!
Mr Martin Cosgrove
Feb 20,2024Startec - We have had Martin Cosgrove installing our new Cloud Voice Telephone System, installation was professional and he explained everything, thankyou
Blowfish Media
Feb 19,2024Chris Smith came to install our new phones today. Chris arrived early at our premises and was extremely polite and knowledgeable. He went through all aspects of the new phones in great detail and answered any questions we had. We are very pleased with the all round service and professionalism Chris had.
Jessie
Mar 07,2024quick phone and broadband installation from Chris , no issues at all , did an amazing job