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BT Bad Customer Service and i got "slammed" BT rep please read and respond

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  • User_name_6
    User_name_6 Posts: 21 Forumite
    On the subject of responses from BT - I seem to have a "1 month" pattern going on myself - finally got somewhere with cancellation of one line on 6th july, new line installed 6th august, BT rep said they'd arrange a callback on 6th september.. within 24h. callback happened wednesday 30th sept.

    it seems if you need something corrected, they are ok, but if you are seeking anything more dont expect immediate joy.
  • Unity
    Unity Posts: 1,524 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I finally got a problem sorted out yesterday by using the BT Live Chat system that they are currently trialing. Just like a chat room, you type in your question and can then see when their rep starts typing his/her reply.

    My enquiry was dealt with by 'Neil', very professionally and quickly - despite the BT error that caused the current problem, starting last November :eek: with the person I spoke to in their overseas call centre.

    This new system is based in Enniskillen in Northern Ireland and it is so much quicker than the old methods of either e-mailing - where 'www' really does mean 'world wide wait' :rolleyes: or ringing the call centre and feeling that no matter what your query - there is a word for word script for it somewhere - even when there isn't.

    I hope that BT keep this new system going for their customers, despite the fact that it wasn't in the end enough to keep my custom. At the end of the day - why pay £18.45 per month for unlimited calls, when I can get the same deal from Virgin for £13 which includes 200 minutes for 0870/0845 and mobile numbers? :confused:

    If in fact had I been going for the unlimited evening and weekend calls it would have cost me just £7.45 and that includes line rental at £4. :T
    Some people hear voices, some see invisible people. Others have no imagination whatsoever :D
  • myself321
    myself321 Posts: 404 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Well i though my problems with BT was over , apparently not

    I have spoken with billing last night regarding my final bill and how much credit is due back to myself.

    I was informed by the agent sorry your account was canceled by mistake and no final bill has been generated ( this should have been in the post by now), but feature such my landline etc .. are still showing as active , i asked does the system still show me as an active paying customer the reply i got was YES.

    I was told this would be sorted out and a final bill will be sent out in 7 - 10 working days.

    Frankly after the hassle i have been through i don't believe anything that customer service tell me , as they never get it right. Can you look into this and ring me.

    I have never had so poor service from a company where at every stage BT have never got it right.

    i have emailed the above to the bt email address last night. Stuart told me on the 25th of sept to email back if i had any problems and that he was taking personal charge of my case.

    I am now awaiting a callback from Stuart , lets see if this happens , then i will report back.

    Regards
    Mike
  • myself321
    myself321 Posts: 404 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Still no response from Stuart, no response to my email i sent on Wednesday to the bt forum email address.

    Rubbish Service

    Can some one please provide me with the email address for the ceo

    Regards Mike
  • Heinz
    Heinz Posts: 11,191 Forumite
    Part of the Furniture Combo Breaker Car Insurance Carver!
    ian.livingston@bt.com
    Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.
  • myself321
    myself321 Posts: 404 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    thanks heinz
  • myself321
    myself321 Posts: 404 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    just to update i have just had a call from a bt , everything should be sorted, so no need to send an email :)
  • BT_company_representative
    BT_company_representative Posts: 1,861 Organisation Representative
    1,000 Posts Combo Breaker
    Hi Mike

    I'm glad to see you have been contacted and that this has been resolved. I apologise personally for not getting back to your e-mail myself. Wasn't on duty for a few days.

    I trust it was one of my colleagues picked this up in my absence.

    Stuart
    “Official Company Representative
    I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • limota
    limota Posts: 43 Forumite
    The BT reps on this site have been very helpful, replied quickly to my email and/or called back to confirm issues were dealt with - Stuart is a nice guy and he called back a few times. I did post a mail to commend them for their good works these couple of weeks. Well done to Jon, Natasha, Robbie, Stuart and all the team who responded to my PM. Issues were resolved promptly. Thanks BT Reps.
  • spike7451
    spike7451 Posts: 6,944 Forumite
    limota wrote: »
    The BT reps on this site have been very helpful, replied quickly to my email and/or called back to confirm issues were dealt with - Stuart is a nice guy and he called back a few times. I did post a mail to commend them for their good works these couple of weeks. Well done to Jon, Natasha, Robbie, Stuart and all the team who responded to my PM. Issues were resolved promptly. Thanks BT Reps.

    Agreed,
    The BT rep who helped get me the information I needed over my line switch took a day.Better than snail mail as I still have'nt gotten the letter I was told I'd get in a month after 6 weeks!:eek:
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