BT don't have time to talk to me???

328

BT_company_representative wrote: »

Hello 328

If you drop us a pm as Rodney suggested we would be happy to pass this feedback on, to try to help both you and other BT customers avoid these kind of unwanted calls.

Stuart

Just to balance the private face of BT with the public view on this forum, the (very sloppily written) response I received from BT to my complaint is below.

It shows how little attention they actually paid given that it states that "[FONT=&quot]I tried calling on several occasions"[/FONT], despite the fact that at the bottom of their own email to me it includes the information captured from the on-line complaint form that I filled in[FONT=&quot]:

[/FONT] Contact preference: Email

Interestingly I have the confirmation email for my TPS registration, so someone's information is inaccurate somewhere along the line...

Note that there is no reference to, or commitment to follow up with, CCA regarding their deliberate attempts to deceive - despite the fact that I specifically requested comment on this.

Overall this is the very worst type of response to a complaint - I read this as "We don't have the time or inclination to actually look into your problem - we'd like to buy your silence with this token gesture refund. Now go away".

To me it's simply an opportunity missed for BT to try and put things right.

[FONT=&quot]Dear Mr 328,

Thank you for your email dated 30/10/09 regarding the sales call that you have received.

I am extremely for the trouble you had with regard to the sales calls. I tried calling on several occasions from 30/10/09 on the number {Home tel number} and {Mobile tel number}. Unfortunately I missed you.

I have checked your account and I am afraid that Telephone Preference Scheme is not activated on your account. I can confirm that as your account was not enrolled for Telephone Preference Scheme, you have received these calls. I am sorry if you have request for this service to be activated on the account earlier itself and it has not been activated.

However I have arranged for the Telephone Preference Scheme to be activated on your account and your number will be removed from the contact list all sales companies within the next 28 working days. The reference number for this is {ref number}.

I am sorry that you have received these two calls and not happy with the kind of service you have received on the call. I have arranged for the rental charge for the telephone line to be removed for a period of one month as goodwill. The reference number for this is {ref number}.

Please accept my apologies on behalf of BT and I can confirm that your number will be deleted from the contact list of all the sales and marketing companies list within UK within the next 28 days.

I have provided you a link below where you check and know much about the Telephone preference Scheme.

If you are satisfied with my response to your complaint and would like to provide some feedback on this, instead of replying to my email, I request you to complete the customer survey that will be sent to you shortly. Your feedback will be sent to my manager and it will help in my development as a customer service advisor.

Thank you for your patience and co-operation in this matter. Please contact me, if I can help you with anything else.

Thank you for contacting BT.

Yours sincerely,[/FONT]

JustPassingBy

Heinz wrote: »

OTOH, the BT company representative's response is a lot less annoying than would be the case if this was a Talk Talk complaint - Talk Talk Company Representatives always insist their customers go to a private forum to post details of their complaint.

TalkTalk's forums presumably exist to provide support to their customers so directing people there would serve their best interests. The forums are publically viewable - which is more than can be said of BT's.

deklan99

JustPassingBy wrote: »

TalkTalk's forums presumably exist to provide support to their customers so directing people there would serve their best interests. The forums are publically viewable - which is more than can be said of BT's.

What, these ones - http://www.beta.bt.com/bta/forums/index.jspa ? Seem open to all as far as I can see, don't even have to be a customer to post unlike Talktalks.

JustPassingBy

deklan99 wrote: »

What, these ones - http://www.beta.bt.com/bta/forums/index.jspa ? Seem open to all as far as I can see, don't even have to be a customer to post unlike Talktalks.

I'd appreciate if you are going to quote me you do not alter what I wrote. There was no bolding in the original.

I was a little lax in my post and should have said BT have no forum devoted to landline telephone matters. The beta forums appear to be for broadband users and the name itself does not inspire confidence in their permanence. Locating the forums from the BT home page doesn't seem possible but, yes, they are open to read. Posting is open to all? What should be made of this?

Signing up is easy and takes only a few minutes. You'll need your BT bill to hand.

deklan99

Talktalk's forum is also "beta" , I take it your reservations regarding BT's forum also extend to Talktalk's as regards permanence?
The bolding was just to point out which part of your post I was questioning, obviously.
No point in posting at all if you're going to be "a little lax", hardly much use.

JustPassingBy

deklan99 wrote: »

Talktalk's forum is also "beta" , I take it your reservations regarding BT's forum also extend to Talktalk's as regards permanence?

They might if there was some evidence of it. Apart from that, the existence of the TalkTalk forums, their prominence and accessibility and the professional presentation could be contrasted with BT's rather hidden and limited offering.

The bolding was just to point out which part of your post I was questioning, obviously.

It was obvious. And still bad form.

No point in posting at all if you're going to be "a little lax", hardly much use.

I wasn't lax on purpose. However, to show my contrition I'll refrain from posting for an hour and use the time to try to join the BT beta forums without being a BT customer.

BT_company_representative

Hello 328,

I have sent you a PM about the problems you have had with the Telephone Preference Scheme.

Fionnuala

mrtom21

JustPassingBy wrote: »

They might if there was some evidence of it. Apart from that, the existence of the TalkTalk forums, their prominence and accessibility and the professional presentation could be contrasted with BT's rather hidden and limited offering.

It was obvious. And still bad form.

I wasn't lax on purpose. However, to show my contrition I'll refrain from posting for an hour and use the time to try to join the BT beta forums without being a BT customer.

How come I cant quote something you already quoted in your last message, just your responses? I'm feeling lax too...

328

BT_company_representative wrote: »

Hello 328,

I have sent you a PM about the problems you have had with the Telephone Preference Scheme.

Fionnuala

As per the response I received from complaints, this offer (both here and in your PM) only deals with one part of the problem. Is nobody at BT interested in the part about its subcontractor's activity/behaviour? Or is this acceptable to BT, or, perhaps sanctioned or even encouraged?

At the moment we still seem to be dealing rather selectively with the issue - which is to miss the point somewhat...

Cloche

I've had same problem as have many others - google Who Phones Me? with the phone no. It's enlightening. The number seems to be used by a number of companies . Then google CCA International and email [EMAIL="c.rogerson@ccainternational.com"]c.rogerson@ccainternational.com[/EMAIL] - they 'welcome customer feedback'. There's an address and phone number there too . They say 'Since 2004 CCA International has provided contact centre outsourcing solution for BT of which one of the activities we do on behalf of BT is to contact their existing customers to keep you up to date on the latest and best offers available to you as a BT customer' and say they can ignore TPS as you are an existing BT customer (not for much longer) although I also emailed TPS as I WAS registered when I answered the call - not the first just the only one I answered. Much good registering did.

I phoned BT who denied CCA make calls on their behalf. So who do you believe? I spent a fruitless hour being passed from one polite but useless agent to another - their customer service is all style and no substance. I emailed them The reply to my 1st email ignored CCA all together and they haven't bothered to reply to my 2nd apart from an automated response. At no point have they addressed my primary concern - how this company they say doesn't act for them (and which says it does) obtained sensitive information about me. I think my experience raises issues about data-sharing, protection and privacy. I'm currently trying to get answers from BT about how CCA International got my account no and Calling Plan details.

Emailing CCA got on apology and an assurance my phone number was no longer on their calling database but no explanation about what had happened to my account no etc. I want all my details removed from all their databses. Phoning and emailing BT got an apology but no meaningful action at all to date - I have asked for a new account no as mine is clearly available to companies BT don't apparently deal with (and not by me). A ' valued' customer ? I don't think so.

I want a law which says no company can ever pass your details to a 3rd part except when legally oliged to do so. And stringent regulations with punishments that hit companies where it hurts - their reputations and profits.
I'm looking to switch as I am so dissatisfied with BT (having been a customer for many years but that doesn't seem to matter). Problem is where? - looked at Which - only one company got a decent rating. This hardly inspires confidence in the UK home phone market. Anyone know of a decent landline company?