Bt uk call center......please!!!!!!!!

Litlun66

Ok, I'm a new member. Have read through as many of the threads and posts on this subject as I possibly can. Tried nearly everything that's been suggested to get through to a UK Call Center, so far no luck, everything has put me through to one of the foreign call centers. As polite and helpful as the operators are, even though they understand the words they simply don't seem to actually understand the problem you're trying to get across. I have spoken to no less than 7, probably more by now, operators and despite the assurance that everything is sorted, 2 days later the problem is still there. I have filled out 5 complaint forms, used the new "instant chat" emailed etc. It's driving me totally nuts. I just want to speak to someone who can help!!!!!
Any new suggestions before I am forced to scream.

Mark_In_Hampshire

Write to them, by recorded delivery.

BT Group plc, BT Centre, 81 Newgate Street, London EC1A 7AJ

Litlun66

I was keeping that as an absolute last resort, I've tried recorded delivery letters before, after a few weeks they simply "get lost in the system". Thanks anyway though.

Mark_In_Hampshire

It speaks volumes about any company that's prepared to outsource their front-end customer "care".

If by recorded delivery, it doesn't get lost in the system. If delivered, it gets lost by the recipient. In the event that "it", whatever it is, becomes a legal matter, your standing is then much better.

Alternatively, submit an online form - get a reply by email and progress by email, making sure that each reply has the full history underneath. If that vanishes from a reply you receive, paste it all back in again each time.

If after a couple of attenpts you get no joy, and it isn't confidential, paste the entire email in here after removing anything personal like email addresses and phone numbers, and then something might get done.

DVardysShadow

Litlun66 wrote: »

I was keeping that as an absolute last resort, I've tried recorded delivery letters before, after a few weeks they simply "get lost in the system". Thanks anyway though.

Ultimately, you have to recognise that BT has become so absorbed by its own problems that it does not have time to look after its customers. It is a business which is in deep trouble and I suspect that within 5 or at the outside 10 years it will have gone or something dramatic will have happened. Outsourcing of the customer interface to India is an ongoing disaster - it must save thousands of pounds each day and cost hundreds of millions in loss of customer confidence each year.

Even the Customer Service Representatives here are not so much to solve problems as to try and keep the lid on things here in my opinion. There is a world of difference in my eyes between how the BT reps handle things and how some of the energy companies do.

Mark is right. It is important to write and keep copies in case it goes legal. But in every other respect, it is a waste of time communicating to them. My own experience is that the Indian subcontinent was un failingly polite but as far as following any sort of business process was concerned, they were completely out of control - preferring to postpone my problem to the future rather than resolve it. Probably this is because they are not given the training or the access to information to do a proper job.

[nb this is not financial advice - it is just me saying I would not invest a penny with a company which has its customer relations in such a mess]

ExTra_2

Hi, forgive me if you have already mentioned what you problem is. So what is your problem with BT exactly? If you try calling, you will eventually get to speak to a UK BT rep, I tried 2 days and managed to speak to one who actually has a brain. Oh joy! I start my conversation with whoever answers the phone by saying "Sorry to sound rude, but are you based in the UK or based in India?" If they say India then I will ask them to put me back in the queue to hope to have my call connected to one of the UK call centres. I must say I agree totally the India call centres reps are very nice and try hard to help, but they do nothing more than repeating what is on their screen: like what I have told the previous person etc or what my problem is. It does get very tiring talking to them because it seems to me they understand every single word I say, but not when they are joined together as a proper conversation.

What I do is to keep a record of the name of the person I talk to, date and time and ideally which call centre they work. This tends to help when you have to repeatedly call them for the same matter when you say something like I talked to Sam Smith from the Blackburn call center on that date and time...

BT_company_representative

Hi Litlun66,

Just picked up your thread and I was wondering if you could email me your details along with a link to this thread and I'll be happy to help you. My email address is on my public profile.

Regards,
Jon.