Why do BT staff lie to their customers

worcestersaver

4 times in the last 3 months I have had Bt customer service staff lie to me.
They are clearly told to put the blame any faults on the customers own equipment and have no intention of delivering on any promises they make.
Why when there are other providers available do they offer such appalling customer service?
Anybody got any recommendations for supplier?

Crabman

Post Office home phone are a viable alternative - they have no minimum contract, the line rental is lower and you'll get free calls at the evening and weekends (incl. 0870/0845) with inclusive calls to mobiles at weekends:

http://www.postoffice.co.uk/portal/po/jump2?catId=68600711&mediaId=19300217

spaceboy

I had a ridiculous time with BT customer services about 3 years ago. Took 3 months to resolve.

BT_company_representative

Hi worcestersaver,

You are clearly having problems with your broadband and I am happy to help with this to see if it can be resolved. Will you email your account number and telephone number to forum.moderation.team@bt.com and mark the subject header FAO Donna. There could be any number of reasons as to why your broadband is not performing and not all of them are equipment related. I will check the line etc for you and check what the noise levels are like.

Many Thanks
Donna
BT Support

BT_company_representative

Hi spaceboy,

Has everything been resolved. Do you need any help?

Cheers
Donna
BT Support

spike7451

worcestersaver wrote: »

4 times in the last 3 months I have had Bt customer service staff lie to me.
They are clearly told to put the blame any faults on the customers own equipment and have no intention of delivering on any promises they make.
Why when there are other providers available do they offer such appalling customer service?
Anybody got any recommendations for supplier?

I had a similar experience with BT,My phone line had an off-hook fault on it meaing that when you hung up the phone,the line would still be connected meaning you could'nt dial out until that'd cleared in the exchange.I was on dial up & BT Pay & Call at the time.
So I disconnected all of the extensions back to the CTE5 master socket in the hall & connected work supplied "Alert 340" Butt Phone into the test socket on the CTE5.
The fault was still there & even BT's automated test said it was faulty.
So I called BT to log a fault,the girl at BT then started to say "It's your own equipment....or your ISP" until I told her what I'd done & what their own test said.
Then I told her what my job was & it was then all "er...but...we..."
I was at the time a Service Engineer for NTL & worked on their residential TV,Phone & Broadband networks,therefore I knew what to do,where the fault was & they coul'nt bull$**t me,which they tried to do.
Funny tho when I went to get BT Broadband installed,they found a fault!:eek:
My theory was because I was on a Pay & Call pre-pay phone,they were'nt making enough money from me to warrent the cost of an engineer call out.....
I'm back on Pay & Call at the moment due to a dispute between me & BT over bank charges BT owe me! (£140) but they're ceasing the service I'm on & forcing me to go onto a normal phone service,so I'm looking at cheaper & better options than BT.(no cable where I live tho)
Talk Talk for phone & O2 for BBand. (My exchnge is only unbundled for BT,BE or O2)

Crabman

spike7451 wrote: »

Talk Talk for phone & O2 for BBand. (My exchnge is only unbundled for BT,BE or O2)

Be careful if trying that combination - TalkTalk landlines may not be classed as the traditional 'BT' landline that O2 requires for broadband so best check before ordering. A friend of ours on TalkTalk wasn't able to switch to O2 because of the way TalkTalk supply the landline.

If you want O2 broadband how about the Post Office home phone (which is compatible with O2), link in post 2

spike7451

Thanks Crabman,
Just been looking at the PO one & it looks a better deal.I'm currently paying £15 odd for the Pay & Call line rental alone so the PO of £11.75 + O2 BBand for £6 ish a month is a far better deal IMHO.
Thanks again,
Spike.

SailorSam

Bt has gone down the nick since buzby left.

joe134

Hi, I am with AOL, have been for years, very happy. I know it,s not everybody,s cup f tea, My current 18 month contract is up for renewal, and rises from £9.99 to £14.99, that,s BB+anytime uk calls.They want me to include my BT line rental of £11.25 and get free 0870+0845 calls.I have had several difference of opinion with some on this forum regarding AOL, speed etc. but I have been happy, and their free helpline is a bonus.I have always wondered why Martin never includes it in his best buy options, as even at £14.99 it,s cheaper than talk.talk bt, et.al.I have looked around at other packages of BB+all day calls, wireless, and AOL still comes out tops on price.TT £19.50+daytime calls.any comment or recommedations would be grateful, even from Martin?

worcestersaver

BT_company_representative wrote: »

Hi worcestersaver,

You are clearly having problems with your broadband and I am happy to help with this to see if it can be resolved. Will you email your account number and telephone number to [EMAIL="forum.moderation.team@bt.com"]forum.moderation.team@bt.com[/EMAIL] and mark the subject header FAO Donna. There could be any number of reasons as to why your broadband is not performing and not all of them are equipment related. I will check the line etc for you and check what the noise levels are like.

Many Thanks
Donna
BT Support

I know exactly why there were problems with my broadband and they were all BT's fault.
What I don't like and take offence to, is being accused of having faulty equipment, specially when I am told I have 'faulty internal wiring' when I have no internal wiring and being told I should pay for an indepedent technician to fix a fault that was not there.
I hate being told somebody will ring me to resolve the problem and nobody calls, obviously a ploy to get a complaining customer off the phone, and when I call back there is no request for a callback.
I hate being told the only way BT will replace/repair my faulty home hub is to sign another 12 month contract, even though the homhub was still under contract.
The staff at the service centre are plainly told to shift the blame for the fault onto the customer, it happens too often for pure coincidence.