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)
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Oulu Chamber for Assistance of Finns and Foreigners (CHAFF) Blog
Oulu Best Buy Blog
Seventh Heaven - Mumbai Cathedralites Alma Mater Blog
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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!!!!

Worst Internet Service Provider - DNA

(Posted on Jacob's Blog and the Oulu Best Buy Blog.)

It is rarely that I post a Worst Buy Report but this is one which certainly deserves mention.

In November 2007 I informed DNA, my phone and Internet Service Provider (ISP) that there was something seriously wrong with my fixed phone line as it appeared that someone else was using it. There would be a regular tinkle many times a day, as if someone was putting the phone down.

DNA did not even register this complaint. This problem continued till, finally, on the 21st of February 2008, my fixed IP (full rate) internet connection stopped working.

I immediately contacted the Help Desk (0600 39 6900) and spoke with one of the Operators on duty. He tried to fix the connection but failed.

I was asked to take the Cisco ADSL Modem provided by Oulu Telephone Company (Oulun Puhelin OY) and have it tested at the DNA Shop on Torikatu.

They tested it and gave me a replacement, a Siemens Speedstream 4100.

I hooked this up and found the same problems persisted in that I could see I was online but was unable to reach the internet.

On Monday 25th 2008 I spoke with a Help Desk Pperator, Mr. Miikka Parikka. He went through various procedures with me and finally decided that he would have to tell the Service Engineers to take a look at the line as he was unable to resolve the issue.

Despite my protestations that from 2001 onwards I had been using the DHCP protocol to connect to the internet, Mr. Parikka insisted that I use the PPPoE. No doubt we always arrived at the same result as we had over the previous 7 years, “PPPoE Server not found”.

All the time since 2001 I have been using DHCP as I have had a fixed IP number. I reported that what was happening was that when I used the DHCP protocol I was being assigned a dynamic IP, and even with that the internet connection was not working.

I spoke to Help Desk Operators every single day that week, each time a different one, and each time they said they would call back.

Not one of them ever bothered to call back.

Then came the first shock when I spoke the Help Desk to a operator named Ms. Leena Nissonen on 3rd March 2008. She revealed to me that no work request had even been sent to the Service Department by any of the operators that I had talked to during the previous 10 days. This included Miikka Parikka, Jarkko Koivunen, Petri Savonen, Petri Salonen, Jari Anttila, Tuominen, Tony Munto and Jari Tuovinen.


This showed the callaous and irresponsible behaviour among those who man the Help Desk at DNA.

Leena Nissonen gave me a different phone number to contact, 0800 500 5000, which was the direct line to the Service Department to verify that they were doing the job.

I dialed the next day to find out what was happening. The lady operator who took the call said the work order had just been received and they were designating THEIR service engineer to look at the line.

I asked for this lady’s name, but she refused to give it to me.

For the next week I rang this number daily and they said that THEIR service engineer was on the job and they would call me back.

They never did call back - not even once.

Finally, on Monday 10th March 2008 I received a call from a service engineer I knew. He had handled a similar incident in 2003.

“Eric” told me he had been testing the line and he had found several major errors. After a few hours he rang me to tell me that he had found numerous problems with the line and he had corrected them. He suggested that I should try the connection when I got back to my computer.

When I tried the computer, however, I found that exactly the same problems continued. There had been no improvement.

So it was back to the Help Desk and several attempts to get the computer connected to the internet.

In the process I was referred to the Customer Service Section at the phone number 0800 300 400 where my original my user id and the password were changed as they thought that could have been the problem.

Even with this there was still no internet!

Again it was referred to the Service Group.

On Thursday 20th March, I spoke with a lady who said she would handle the matter before the Easter weekend and call me back. When nothing happened all day, I called again and spoke with the same lady who said she was on the job and she would call me back!

No call materialized, so again the entire Easter weekend I was without the internet connection.


On the Tuesday, when they were back at work after the long Easter recess, I got to the Service Group again. The guy who answered got a bit of an earful from me, especially as he refused to give his name. I really let fly accusing the Service Department of hiding behind anonymity because they were just an inefficient bunch of guys who did no work to solve anyone problems.

That really hit the mark as “Eric” turned up with his computer and tried the internet connection with HIS laptop to find the connection just was not working.

So Eric went back to the switch-box. He located the major problem (in the Gateway) and finally got the internet working, but...

The connection worked only using PPPoE. The IP was not static, which is what I have contracted for. It was a dynamically generated IP. Also the speed of the connection was not what I had contracted for but a measly 400 kbps. on download and about 160 kbps for upload. My contract is for the full rate ADSL connection which I was told is 8 Mbps and 1 Mbps, respectively. I was getting 1 / 5th to 1 / 20th of what I was paying for.

In the month of February I had to revert to my internal modem (56 kbps) and an alternate telephone line which cost me an additional € 55 to keep the internet for just 10 days for my essential work! In March I bought a wireless modem from Elisa at a cost of € 199 and with that and my 56 kbps internal modem I have been able to keep my essential work alive. (I have not yet received the bill for my modem access for the month of March!)

It is interesting that Eric is not an employee of DNA but of ELTEL, which DNA uses to rectify problems online.

In short, the DNA organisation could do nothing for the last one and a half months to rectify any problem as they have no one who is competent to handle this problem and they depend on an outsourced service too fix problems.


There have been letters to the Editor in the local newspaper giving more incidents like mine.

Finally, I got the internet connection working, not as a DHCP connection but only as a PPPoE service and with that I have been unable to use my router with which all my computers could access the internet.

I used several services to check my internet speed and it remained low, but also surprisingly the IP address was not my Fixed IP but a dynamically accessed one.

When I contacted the Help Desk they could give me no answer but asked me to contact Customer Service. When I contacted them I found they had given me the new user ID and password but failed to transfer this to my Fixed IP!

At long last they did that and using PPPoE I was then able to access the internet but only at the slow speed.

It should be noted that EVERY TIME I spoke to the Help Desk I had told them to inform the Billing Section of this problem. I even physically visited the DNA Bills Section and lodged my complaint, whereupon a guy there asked me to make my complaint online, which I had promptly done!

Then on 1st April 2008 (almost a mointh and a half since the problem originated) I got this email from one Ms. Aspa Pohjoinen as follows:

from "aspa.pohjoinen@dnaoy.fi"
to jmatthan@gmail.com
date 1 Apr 2008 16:29
subject internetconnection

Hyvä asiakkaamme.

Ohessa linkki, jolla tähän palautteeseen voi vastata. Älä käytä sähköpostin vastaa-painiketta,
sillä se ei ohjaa vastaustasi perille.

https://palaute.opoy.fi/r?aw=2008-03-14_16X07X37.511201&p=13QP01c

Vastaus palautteeseenne

Thank You for Your feedback. Yesterday You phoned and I repaired Your dynamic ip username.

There have been some troubles at the gate during the time 19.3 to 25.3. Installing man has
repaired it at the 25th of March.

We give You 50% back of Your monthly broadbands fee (24,50€) on Your next fee, which You will get
on April.

Ystävällisin terveisin,

Asiakaspalvelu

DNA Palvelut / Pohjois-Suomi
Arkistokatu 4, PL 30
FIN-90101 OULU
p. 0800 300400

http://www.dnaoy.fi

The fact that my internet connection was DEAD for over a month and a half was most conveniently ignored.


This blog entry is to show you without doubt that the worst Internet Service Provider in Finland must certainly be DNA. They have no competent persons in any department, they hide behind a screen of anonymity and when it comes to servicing the faulty line they do not even have their own service engineers but depend on outsourced persons!