BT complaints

I would appreciate e mail details of the BT CEO as i need to make him aware of the service provided by his employees. i have reached to the end of my teather trying to sort out a complaint with Bt. i have been passed on to many different personnel all promising to sort things out but nothing happening. the saga is running since oct 09.
i feel that as a bt share holder and customer i need to make my views heard to the head man and ask for his comments. if anybody has any other ideas i would welcome them
thanks

is there a company that deals with complains about BT??? i have to say, BT is the worst nightmare....for 3 years i've been billed wrong, i've moved houses and charged twice for the same line, now i've moved house again and i had 3 appointments with engineers, first appointment was delayed without any notice, second appointment the engineer hasn't done anything, the third appointment finally the line was installed, and after 1 day the line is not working.....and they still want me to pay £125.00.........i mean it is absolutely ridiculous....there's gotta be someone that deals with these compalints, and someone must do something about BT because they are absolutely useless!!!!!!!!!!!!! i've had enough of them!!!!!!! please help!!!!!!!!!!!

My take on it is slightly different... firstly, no company that regards customer service as a priority, as far as I know, has overseas call centres. That tells you something about the type of companies who use them.

On the other hand, and in their defence, BT were going to try and rectify this obvious service blunder by bringing the service back to the UK only to find their staff not too keen on working in the evenings and weekends.

The overall impression I get of the BT organisation is that there are some very good people working within it, but actually, it's at a higher and more senior level that the problems reside. A general lack of competence and management means that the staff are not effectively trained and no quality of service measures are in place, or if they are, the results are skewed by the fact that so many people simply give up and go elsewhere that the feedback cycle doesn't really exist.

The "sharkish" attitude of the company - again at a senior level - example: sending people bills that have been back dated in such a way that they cannot be paid on time, in an effort to bully people into paying by DD - means complaints and disputed bills. The changes to the times of the free calls in the add on package recently is another good example. As evidenced on here, many people were given many differing responses to a very straightforward change of TS and CS which entitles the customer to cancel without penalty.

It wasn't ambiguous. The senior staff would have well known what an outcry this would (not might, would) cause, and yet the staff that are supposed to deal with it were not even advised on how to deal with it. Class incompetence at the highest level; a company creating its own problems.

I would hypothesise that staff turnover in their call centres is pretty high - people seem to have got so demotivated that they now routinely hang up on people (again evidenced by the variety of posts on here)

The call centre staff appear not to be able to respond to anything in writing, either because their written English isn't quite good enough so it requires someone else to proof read the responses which costs money, or because of a deliberate policy of creating no paper trail - "deny everything".

It's fascinating to actually watch a company quite literally falling to pieces before our very eyes, progressively unlearning basic stuff and unable to even organise installation, billing, and so on. It isn't as if it's one single aspect where it falls down.

Unfortunately, because all telecomms suppliers have no choice but to use the BT Group for the lines, problems and incompetence within the BT Group ("Openreach") then spill out and affect all line suppliers. (Missed appointments and fraudulently charging for repairs, for instance)

However - a great deal of blame for the situation can be laid squarely at the door of the last Conservative administration which ran out of cash and decided to sell off all our national assets, including the trains and BT, without any proper though to how a market can be created.

Things can only be privatised when a market can be created; we now have a privatised monopoly in charge of the delivery system (the lines) and the only real reason for upgrading any of that is to make sure that as people begin to want to stream TV over broadband, they don't simply lose every single customer in cabled areas to Virgin Media who have the only national next-gen ready network, and have had for years, or 3G and then-to-be 4G based solutions.

The whole situation is absurd and more complex than above, but these issues don't quite get to fully explaining just why the company is so inept and people simply give up and leave or patiently spend months trying to resolve simple issues with them which should never have happened anyway.