BT-Worst customer service ever!!

mezelks

Thought you all might like to see my e-mail I've just fired off to BT...

I wanted my landline cancelled as of 28/02/11, but it was cut off on 3rd or 4th Feb. On Sunday 6th I called (from a MOBILE) and I ended up speaking to a man in India who was patronising and told me he had no manager I could speak to. He offered me 4 days free line rental which I refused. He then offered me £5 off my final bill which I accept. My main issue with the phone being disconnected (apart from that not being what I asked for) is that when the man in Delhi told me it would take some time and that I would then get a temporary number, I explained that at 8 1/2 months pregnant, it was pointless giving me a temporary number as no one would have it (not rocket science) He told me there was no other option, and that I should 'just look after my baby'. I said I wanted a call back from a manager in England, and he told me that wasn't possible. Lies
I called back and spoke a guy in England called Robert, and tried to explain that I wasn't happy getting a temporary number. I was foolish enough to think he was going to deal with it.
I have had several members of my family trying to call, and ending up calling my mobile (expensive for them) or my husband at work (unprofessional for him). Most are panicking that I'm having complications in my pregnancy.
I'm currently on the phone to your lot now. The first guy asked me to hold, which I did for 12 minutes. Then, surprise surprise, a guy in Delhi answered. I told him to put me back through to England. He did, but the operator could hardly hear me as he hadn't hung up. I assume he's bonused on how long he spends on the phone?
I'm now waiting for the (very nice) English lady to put me through to the right English department to get my number back.
Please don't assume from this that I am in any way racist. I would have thought British Telecom would be based in England. It's disgusting how little training on etiquette they have.
OH MY GOD!! You are actually having the audacity to try and charge me £25 to get my number back!!!! And I'm put through to India again, so once again your English people are fobbing me off to India. He's put me on hold to fight to get it done for free. Oh how kind.
The man is now telling me that he can do it for free (am I meant to be grateful?!) and it will take 48hours. How kind of you.
This call has wasted 53 minutes of my time, but, apart from the £5 promised to me, what are you going to do to further reimburse the fact that people who call my landline have had to spend a fortune calling my mobile?
I expect a call from somebody in England within the next 48 hours.
FYI, this e-mail is being posted on Martin Lewis' moneysavingexpert.com to show other consumers how excellent your customer service is. You'll find it in the 'home phones' forum. Titled BT-Worst customer service ever. Why not take a look and see what other people comment


Let's see whether I actually get a call back!

mezelks

Just had a very lovely lady called Ashley from the (UK based!) complaints dept call.
She accepts that pretty much everything I've been told has been false and that she will be speaking to everyone that I have had to endure over the past few days.
Not sure if my post on MSE helped, but to get a response less than 24 hours later is pretty impressive!
Faith on its way to being restored...!

GillyR-J

Well i do hope they have sorted it out for you but please don't hold your breath!....I think the call centre staff in India say absolutely anything to appease customers and as you have found it has to be dealt with again back in the UK. Even then, what you think is absolutely sorted and organised, suddenly comes round and bites you again as I have found much to my cost.
BT have the worst customer service I have ever come across,its not just one or two staff it seems to be endemic with in the whole company. They never seem to record or write anything down so you constantly repeat yourself;they tell you that you have been dealt with incorrectly by other BT staff and THEY will sort it out and NEVER do.
I sympathise with your plight at the moment particularly with the birth of your little one so close so perhaps you could ring one or two members of the family on the mobile and they pass on the message by landline or e-mail? Good Luck anyway

mezelks

I still have not got things sorted, and have fired off another e-mail to tell them to call me and get the whole thing cancelled and that I hope they do'nt expect a penny from me.
They actually had the nerve to send me a letter with the 'first' bill for my 'new' landline!

mezelks

Update...
BT didn't bother to call me back, so I called them.
The first person I got through to put me through to a lady. The lady put me through to the 'right department'. I asked if this was in India, to which she answered 'You'll get through to the first available operator'. I was put through to India. The lady in India put me back through to the cancellations team in the UK.
Not once did I get warm transferred. I repeated my tale to all four people.
I have now cancelled my line, and have been told that there will be no cancellation fee.
I am now left with no landline, but it's been nearly two weeks since it was cut off, that no one (I think) bothers to call it any more and they go direct to my mobile. (now I'm on maternity leave, I don't mind!)
The man in the cancellations team asked why I was cancelling, and I had to tell him that it was due to a move and would have come back to BT when things were sorted, but after the hassle BT have given me, I wouldn't be going back to BT at all. He seemed quite sympathetic.
I think someone at BT should at least write an apology, but I shan't hold my breath!

BT_company_representative

Hi mezelks,

I am really sorry to hear of all the problems you've had with your BT line.

I understand from your post that the order has now been cancelled, but if you need to contact us about anything feel free to get in touch by sending me an email with a link to this thread and your BT account details.

If you click on my profile page you'll be able to get our BTCare email address.

Thanks,

Stephanie

mkent

I would recommend to anyone to stick to the devil you know than be taken in by some of these scam companies that flutter around on the BT network