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Love letter to BT’s Complaint department

I’ve had some appalling service from BT of late, here’s a love letter I sent them on 7th April, I’ll let you know if/when they reply:

I am absolutely shocked and appalled at the service I have recieved. 3 months ago I moved house, and informed you beforehand in order to transfer the line. The line is still not working, despite the many attempts I have made to report the fault.

Your operatives have hung up on me mid-call (usually while transferring to another of your million departments) no less than 5 times. Once I actually managed to get through to somebody to report the fault, and received a text message the next day indicating that it had been fixed.

It hadn’t. Not only has your phone service upset me, but I have not received one single email or letter telling me my new phone number or account number. Therefore every time I actually manage to get through on a phonecall - we have to jump through hoops in order to find my account. That adds an extra £2 to each phonecall. I should be billing you not vice versa.

I’ve never received such poor service in my life. And this is an absolute shame, because I have been a customer of yours for many years and until 3 months ago had no complaints to speak of.

I’m at the point now where I would like to request a full refund for the 3 months of service I have not received, and a termination of my contract. If only I could actually get hold of an English-speaking operative to explain this. The last customer services representative I spoke to refused to put me through to his supervisor (despite requesting it no less than 4 times) adamant that he could resolve my issues. Of course, he only inflamed them.

I suggest somebody gets back to me ASAP.

They’ve definitely made my Top 10 list of Companies To Avoid Like The Plague™

An update: 7th May 2008

This matter was finally resolved today. After 4 or 5 missed calls from their customer services department (always when I was right in the middle of a meeting typically) I spoke to a very nice Irish chap who got it all fixed for me. The faceplate was apparently replaced on March 11th (though nobody told me) and so, my line has been working since then. I didn’t know this because one of my phone cables had stopped working, but that isn’t their fault. I’ve now been refunded the line rental I paid during the start date and the date of the repair and I also have a working line. I’m happy as pie.

Bottom line with BT is: if you have a problem, kick up as big a fuss as you can. They almost certainly read this blog entry (hell, I’m #4 in Google for BT complaints)  and handled the matter in a better fashion accordingly. But do, I repeat; do double-check your phone and cables, else you’ll be in the same embarrassing situation as I was this evening after complaining about the service for ages, then meekly admitting “oh actually, it works, sorry”.

This entry was posted on Wednesday, April 9th, 2008 at 11:55 pm and is filed under Blog, Offline, Testimonials. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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Posted by: Jason Rakowski at 12:08 am on April 10, 2008

Good Layout and design. I like your blog. I just added your RSS feed to my Google News Reader. .

Jason Rakowski

Posted by: mark at 4:39 pm on April 10, 2008

This is absolutely an understatement for the Entire Companies lack of Communication from BT

I have had issues with BT for almost one year since they created another account for me, double invoiced me, terminated my contract and then caused a black mark on my credit by trying to make me pay a deposit to keep my line.

BT know they can act like this because if you dont live in a cable area YOU Have No alternative!! They have 100’s of different departments and expect YOU to know which one can sort out your problem.

I propose Action - does anybody have any effective advice on how to bring BT into Line ????

BT are absolute rubbish - How about a petition or perhaps class action against BT?

Posted by: Spencer at 11:09 am on April 11, 2008

Those are both good ideas - but I think they’ve both been done and without much change in BTs service.

I’ve just found another good web site for registering your BT complaint - they’re collating them and then presenting them to OFCOM I believe:

http://www.btcomplaint.com/

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