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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/

Posted by: Jo at 5:54 pm on June 2, 2008

And now for another round of stupidity with BT

I moved house this weekend but cancelled my BT line two weeks ago and ordered the new line to be set up on 19th May, along with broadband. Then I sat back feeling smug, expecting that I would be all set up with a phone and interenet in the new house by the time I moved in.

Stupid Jo. This is BT we’re dealing with here. Stupid, stupid girl. BT are riddled with incompetence, stupidity and they basically don’t care. I had an engineer booked for the weekend before last, he didn’t turn up because BT had tested the line (externally) and decided it was working - it wasn’t, obviously.

So I re-booked the appointment and he turned up this weekend, stayed for about 10 minutes then left. When I asked him if everything was working, he said yes but refused to stay for me to test it. Obviously, this is BT, so it wasn’t all working, only the line was, the internet was not. I’ve just called BT now and they’ve told me that they decided to cancel my broadband order because it had taken too long to resolve (?!?) they didn’t tell me they were going to cancel it, of course. I’ve just spoken to another advisor who told me that they will call me tomorrow and try to resolve it. When I asked her to send me an e-mail to confirm what we had talked about and that someone would call me tomorrow, she told me she cannot because she doesn’t have access to e-mails! Ridiculous, I thought but then I remembered that it was, afterall, BT I was calling so of course she didn’t have e-mail access!

http://blog.myspace.com/index.cfm?fuseaction=blog&Mytoken=3AC959D3-3625-41A0-967CF5EE2718D51143141539

Posted by: lorna robbins at 8:42 am on June 11, 2008

Got talked into returning to BT by coldcall - what a mistake. Since returning nothing works, no internet, have to unplug computer to hear caller on phone, have not set up direct debit as requested and find am ex-directory - not requested. Now told will have to pay around £195 to terminate contract. All I want is to return to talk talk!!!!!!

Posted by: Mike at 10:14 pm on June 14, 2008

BT are the most horrendously bad company I have ever come across.
The fact that they are a communication company is all the more incredible as that is the one thing they specialize in being bad at. We have had countless problems and bad service and the only thing they understand is if you leave. We transferred our telephone service some years ago and now that I have discovered that other companies can do the line rental, that is going as well.

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