DNA Finland Oy Standards!!!!!

I am averse to putting so many exclamation marks at the end of a title or sentence, but this one has taken the cake!

After almost four and a half months of a nightmarish episode with DNA Finland Oy as is described in my blog entries Sunday, April 06, 2008: Worst Internet Service Provider - DNA and Sunday, May 18, 2008: DNA Finland Oy continues to DEFRAUD customer and my email to the Marketing Manager Pekka Väisänen of DNA Finland OY based in Oulu with the subject line "Fraud, Petos?" which remained unacknowledged and unanswered:

from Jacob Matthan
to Pekka Väisänen , Risto Siivola , Heikki Nykänen , Raimo Kuismin , Pekka Väisänen
date 18 May 2008 16:34
subject Fraud? Petos?

Dear Pekka,

I do not know whether you remember me from the old days.

I am sorry to say that after DNA Finland Oy has taken over Oulu Puhelin activities they are practising FRAUD.

I do not know whether you are in charge of Sales and Marketing of DNA Finland Oy and also Oulu Puhelin.

Kindly look at these two Blog entries. The situation is tragic and comic!

Worst Internet Service Provider - DNA

DNA Finland Oy continues to DEFRAUD customer

You will also find the same entries on my popular blog whttp://www.blogger.com/img/gl.link.gifhich also lists the WORST BUYS!

I hope you are not responsible for these jokers!!

I do not intend to leave this matter as it is as it has caused me untold misery for the past 3 months and upset all my schedules - and because of total neglect, incompetence and inefficiency!

By the way, have you ever tried to enter any of the sites on your website such as clicking on the button "DNA-Konserni"? That is a joke as well!!!

My next step will be to start a Group on Facebook about DNA Finland Oy Service or rather "lack of it"!

Regards

Jacob

--
Jacob Matthan
(NEW - Now on FACEBOOK)
Kampitie 6 B
90150 Oulu, Finland

Google Groups:
Oulu Chamber for Assistance of Finns and Foreigners (CHAFF)
O-India
Seventh Heaven for Mumbai 59er Cathedralites

Blogs:
Jacob's Blog
Oulu Chamber for Assistance of Finns and Foreigners (CHAFF) Blog
Oulu Best Buy Blog
Seventh Heaven - Mumbai Cathedralites Alma Mater Blog
Kooler Talk - Delhi Stephanians Alma Mater Blog
World's First Mobile Snowman Blog <---- NEW

I was forced to send this hard copy letter to the Managing Director of DNA Finland Oy, but not even knowing his name or address, I hand delivered it to my friend in DNA Finland Oy Oulu Office, Tuomas Helander, along with my bill for the direct cost of my time wasted in handling this matter over the four and a half months (I made no claim for the loss of face in the international world with the collapse of my special services using the internet or any other indirect losses incurred by me!):

Jacob Matthan
Kampitie 6 B
90150 Oulu
Email: jmatthan@gmail.com
Phone: 08 - 33 6939; 041 706 7788

Ref: Jacob Matthan/Hilja Reinikka; Customer Nro.: 355218
Date: 27th June 2008

Managing Director
DNA Finland Oy

(This letter will appear on my blog next week.)

Dear Sir,

Subject: DNA Finland Oy, Reclamation and compensation

It is with a great deal of sadness that I am forced to address this letter to you. It is because of the sheer desperation of the situation.

On my Oulu Best Buy Blog page (Enclosure 1: Sunday, April 06, 2008: Worst Internet Service Provider - DNA) I describe my nightmare of almost a month and a half (21st February to 30th March 2008) where I was denied access to my internet because of the total incompetence, inefficiency and neglect of your staff. I was told lies and given false promises, while being made to go from pillar to post to try to re-establish my internet connection.

Of course, your billing during the period did not stop!

On my blog page (Enclosure 2: Sunday, May 18, 2008: DNA Finland Oy continues to DEFRAUD customer:) I further describe a situation of DNA defrauding the customer which situation continues even till today.

I am being billed, month in and month out for an 8 MB/s ADSL connection, whereas almost during the entire period of 3 months I have been getting connection speeds in the order of 5 - 10% of the contracted value.

And, of course, your billing for the full rate continues.

I have visited your offices on the average every two days during the four and a half months spending my time to apprise your staff to the problems. Each time I carried documentary proof of the situation.

Till date no one has contacted me in response to my visits.

Not only have I visited your offices, I have informed my issue to the Marketing Manager of DNA, Mr. Pekka Väisänen, (Enclosure 3 dated 18th May 2008) and he has not even bothered to send a word in reply to my email.

Even as of today, my connection speeds, as can be seen from the internet blog entry (Enclosure 4: Speedtest.Net Results 213.139.166.91 : Sheet1 from 31.03.2008 to 26.06.2008) are nowhere near the contracted value and no effort is being made by your organisation to correct this totally unacceptable situation. (Results from two different test services are provided so that you can see that it is not just one source result that are being used.)

I am enclosing a bill for the wasted time and other incidentals as well as the reclamation for breaking the contract (between 21st February and 30th June 2008) that DNA is required to settle within 7 days, failing which I will proceed legally to obtain payment of these dues.

I have also addressed this matter to the Kuluttaja Riitalautakunta in Oulu and a copy of this letter and the enclosures are being sent to them for their further action.

When the Kuluttaja Riitalautakunta tried to reach your office by telephone, they were put on hold for over 15 minutes and unable to get through. It appears that your organisation is deliberately ensuring that no one is able to reach anyone to get any response, and at the same time no one bothers to answer the written demands for explanations.

I am addressing a copy of this to Mr. Tuomas Helander of your DNA front office in Oulu who has been involved with my visits and is fully aware of the situation as it stands today.

If you are unable to provide me with a suitable explanation and make the necessary compensation as demanded, and also make corrective action to the problem, there is no alternative but to file a criminal complaint with the Oulu Police for your defrauding me, your customer.

Yours faithfully,

Jacob Matthan

cc. Tuomas Helander, DNA Palvelut Oy, Oulu

This was on the Friday morning. By Friday afternoon, just before Tuomas went on his annual holiday, he told me that the matter was being handled pronto.

The situation did not improve over the weekend and there was no improvement on the Monday.

So, on Tuesday I made my visit to the DNA Finland Oy Oulu Office and met a lady (who was aware of the case as it had obviously been discussed in their circles on Friday) who told me she would immediately alert the person concerned.

I had a call late on Tuesday from a DNA representative Ulla Kentta, who said she would like to come and see the situation and do some tests inside my home. She turned up with another lady who was from Realcom, the international telecommunications company.

They did some tests and said they had changed my routing and they found that using their equipment the speed was now over 6.71 Mbps for doewnload and 650 kpbs for upload.

However, my computer was still showing a connection speed of only just over 1000 kb/s.

There was also the unresolved issue that although I had been using the DHCP mode to connect to the internet for 8 long years, they now said the with my Fixed IP (which I have had all along) I was now going to have to use PPPoE. With the DHCP I was getting only a random assigned IP which was quite unacceptable to me and the work I do on the internet.

I explained the nightmarish scenario to Ulla Kentta that I had faced with DNA Finland Oy and gave the lady the entire correspondence, printouts of the blog pages, etc.

The next day two technicians turned up at the house, one from Realcom, the other from where I am not certain.

The first stand they took was I had never been on the internet using my Fixed IP and DHCP. It just so happens, sadly for these "EXPERTS", that I maintain a detailed log of all the connection details. When this "EXPERT" saw that his bluff was not going to work with me, he was forced to admit that I was getting a DHCP connection with my Fixed IP for all these years.

Now came the question of why my computer was not able to work at the speed.

The two of them played around a lot (over 2 hours). They changed the new ADSL modem provided by DNA Finland Oy for another of the same make. They tried to set up my SMC router, but failed miserably, then suggesting that my router was defective.

(Subsequent tests by me have shown that there is no problem with my SMC Router but it is unable to function with their PPPoE connection, whereas it will work with a DHCP Fixed IP Connection.)

Finally, they managed to get my connection up and running, without the router, however only using PPPoE mode and the speed was up to the what is expected, around at least 80% of the contracted value.

The test results from 30th March till 5th July 2008 can be seen at this link.

Speedtest.Net Results 213.139.166.91 : Sheet1 from 31.03.2008 to 05.07.2008)

They went away and before the day was over I received this email from their faceless "Customer Service Department"

from asiakaspalvelu
to jmatthan@gmail.com
cc Tuomas Helander , Jari Tuovinen
date 2 July 2008 15:58
subject Broadband at Kampitie 6 B

Dear Mr Matthan

With reference to your letter dated 27 June 2008.

We are sorry for the difficulties that you have endured with the broadband connection at Kampitie 6 B.

We have carried out some technical changes and adjustments and the connection seems to be working perfectly when tested earlier today.

We will credit you for the downtime of the connection and the slowdowns our standard compensation in max 120 EUR + 100 EUR for the travelling expenses related to filing a complaint.

You will be credited 220 EUR as a total compensation. In practice this means that we will not charge You your Kampitie 6 B -broadband monthly fee for the following 5 months.

From our point of view we see these actions as a full compensation for this particular case.

Yours sincerely

DNA Palvelut Oy
Asiakaspalvelu

My reply was swift:

from Jacob Matthan
to asiakaspalvelu
cc Tuomas Helander , Jari Tuovinen , Ulla Kentta , Pekka Väisänen
date 2 July 2008 17:56
subject Re: Broadband at Kampitie 6 B

Dear Sirs,

I thank you for your communication and state that the connection is working but not yet according to the contract or as specified in our agreement.

Unfortunately, as claimed by you, this is not a standard case.

To leave a customer for almost 4 and half months without any attention - is that what you think merits a STANDARD COMPENSATION?

You will be the laughing stock of the world, and especially FINLAND, when this STANDARD CLAIM BY YOU hits the internet.

This is a case of incompetence, negligence, indifference, supply of defective equipment, lying to the customer, and causing severe loss of one's face in the international world, as well as much much more.

Further the DHCP connection is still not working. I am still able to use only PPOE and my other computers are not able to function.

I may have to invest in additional equipment and yet do not know whether these will function as your representatives were unable to get the DHCP and the router working, claiming the the router, which has worked without any problem earlier, was defective.

I am having the router tested. If it is not found defective you will be in for additional claims for providing misleading information and additional costs will incur.

I suggest you rethink your compensation package in the light of my bill to you which is due on 3rd June 2008.

Do you work for free?

Failing which, not only will legal action for recovery be initiated but I intend to make the further saga public, (especially the STANDARD claim) on a much broader scale than has already been done.

I think I need no better witness in the case than your own Mr. Tuomas Helander!

Yours faithfully

Jacob Matthan

--
Jacob Matthan
Kampitie 6 B
90150 Oulu, Finland

Google Groups:
Oulu Chamber for Assistance of Finns and Foreigners (CHAFF)
O-India
Seventh Heaven for Mumbai 59er Cathedralites

Blogs:
Jacob's Blog
Oulu Chamber for Assistance of Finns and Foreigners (CHAFF) Blog
Oulu Best Buy Blog
Seventh Heaven - Mumbai Cathedralites Alma Mater Blog
Kooler Talk - Delhi Stephanians Alma Mater Blog
World's First Mobile Snowman Blog <---- NEW

The deadline for the bill has come and gone without payment. I will wait the one week grace period for the payment of the bill, send the reminder and after that deadline passes, it will go to the collection agency and then the legal battle will begin should they still fail to pay this bill.

What DNA Finland does not realise is that I will not give up without a fight to get justice.

I would only ask them to look back in history when AST was the sixth largest computer company in the world. They sold me dud equipment.

I took the battle to them on the internet.

The internet is a great leveler of people and corporations.

Within six months AST Finland was shut down.

But the battle did not stop there.

Within a year AST Worldwide was shut down as I had assembled all the people worldwide who had been defrauded by AST. This forced them to quit the field altogether. AST sold out to Samsung. But Samsung soon realised that the AST Brand Name was tainted. They never relaunched that brand name again.

The sixth largest computer company in the world went into oblivion with a battle waged from here in Oulu. Those who want proof of this need only look for the documents on the internet!

I hit AST in every international newsgroup and it was not long before we had assembled the evidence for all in the computer world to see!

So DNA Finland Oy, be warned I will not give up till justice is done in this case.

DNA Finland Oy were so gracious to offer me Euro 100 as my travelling expenses and Euro 120 as compensation for my defective connection.

I have only one question to ask them publicly:

Are they paying the Realcom person who came to fix my connection just the tarvelling expenses?

I may not get justice in the Finnish Courts, as Finnish justice is flawed in favour of the corporate lobby.

However, I will get justice in the Public Forum, and DNA Finland Oy better watch out as I start to organise the forces to see that their losses will far exceed the paltry sum that I have charged them to force them to correct my nightmare of FOUR and a HALF MONTHS!!!!