Author: Steven Aitchison
The owner of this blog. Proud father, doting husband, blogger, hire me as freelance writer, and addiction worker
Due to a monumental screw up by BT Plc I have not had internet access for 10 days, So I am back again and just setting a schedule for posting.
I was supposed to get my telephone number changed with BT as I wanted on old number back and instead of changing the number they decided to cut my line off instead which cut BT broadband off and Cut off the BT Vision off as well. So I called customer service, quite angry, and after being passed around 5 different departments was advised that the line had been cut off, duh!.
When I asked what they were going to do about it, they advised they would get me back on in 7 days time. By this time I was fuming so I asked to speak to a manager and got a Miss R Nelson who apologised and all that and promised me my line would be on within a day but the broadband was going to be 1 week. Again I complained. Miss Nelson advised she would call me within a few hours. 5 hours later and I received a call from a customer service advisor saying miss Nelson was away for the day and advised me she could not put the order through that day as there was some kind of problem. I was then promised a call back in the morning which did not come until the afternoon and was told the Broadband would be going on for the 17th June.
I waited another day for the line to go on and nothing. So I called and spoke to someone from India who advised me the line would be activated on the 17th, I advised I was told that the line would be activated on the 10th June and wished to make another complaint to the telecoms body and wanted the telephone number I was then given a telephone number of 0800 800152 which I know to be the business department and certainly not complaints, when I queried this the girl from India assured me that this was the number for complaints and then promptly hung up on me.
BT, if you monitor the net to find out what people are saying about you then I have this to say:
“Your treatment of your customers is an absolute disgrace and I am appalled at the customer service I have been given over the last 10 days. Instead of laying off 10,000 employees I suggest you get back to basics and make customer service a priority where people actually own the call and we do not get the ‘BT Shuffle’.
You have a fantastic product in BT vision, your Broadband is a mess with your capping of download rates, your phone lines are always reliable, but please invest in your own people and give customers what they want and need from you or your share price and your place in the market will disappear fast.”
{ 6 comments… read them below or add one }
hi,
i fully understand your pain, just a bit suggestion. Just looking at the tilte of the website, so why not you just calm down and change your thoughts a bit.
maybe it’s time for you to do something without your phone line or internet for a few days, it’s not your fault and you’re good enough. You already done the complain part but you don’t run their company, there’s no more you can do about it.
so I think you’re good, and please grab a pencil, and do something else. Sometimes I wish internet isn’t invented, so i don’t have to stick with this monitor everyday
Fang
Fang Jin’s great blog post..C#, a new scripting language ?
Hi Fang
steven aitchison’s great blog post..A letter to BT PLC
Hi all
Just to let you all know that I set up a BT Complaints website about 2 years ago after I had a complete with them and their terrible customer services department.
The BT Complaints website allows you to look at many types of BT complaints and submit your own. All complaints are being compiled into a report and then sent for investigation by Watchdog, Offcom etc.
Join me at http://www.btcomplaint.com
BT Complaints’s great blog post..BT Openworld Broadband Complaint
I hate BT.They stop my landline,and my bill was paid!!!I lost many costumers because of them!
Translation Services’s great blog post..ROR Sitemap for http://www.web-translations.co.uk/
I don’t know why anyone would use BT anymore. I have had a 2nd line installed which I wanted switching off months ago but BT still can’t do it because they are using contractors who apparently, ‘don’t adhere to the BT philosophy!’ Even today I have been on the phone to them for 27 minutes and still it is not resolved…
Mark Harrison’s great blog post..Guarantor unsecured loans
Always the same when trying to deal with a very large company, a faceless organisation, very hard to speak to someone that can really help you, just stepping stones from one person to the next.