BT-They dont want you to cancel...

C_Mababejive

OK heres' the story...

The expiry date for my BT 12 month evening and weekend contract is looming.

I missed it last year but this year I'm ready.

Sure enough,this morning the advanced notice letter plopped on the mat.

OH rings...the CS woman didnt seem to be able to comprehend that we are the customers and she was having non of it/wanting to know why we were cancelling/who were we moving to/what were they quoting blah blah blah..

OH not ready for this level of opposition ,began to flounder.

CS woman said she couldnt cancel it as it was "too early" and that she needed to ring back in a week or so.

My take on it...

CS woman is set targets for retentions.

The call is down to her. If she records a failed retention it adversely affects her call handling scores. She doesnt want that. She didnt record a cancellation. She offhanded the call for one of her colleagues next times OH rings back. CS thinks we will forget. Next time I will be ringing.

CS staff should do as asked not display arrogance and disregard.

BT rep..anything to say?

almond

having the same problem going to v media and bt won't accept a canx from me
told me virgin were lying about the price ended up putting phone down going to do it via email

johnnyblount

British Telecom were the same when I rang for my mother and she got a couple of very irritating calls whilst I was not there , as shes fragile this really annoyed me.

I rang up British Telecom again myself from her line and was disgusted with the arrogance , there is no need at all for this messing about when people want to save money and move to other companies , all that happens is they lose the customer eventually because of the heavy handedness and annoying tone of their sales people.
Really really annoying I found it and I wont return either myself or any of my family never mind recommend them , the strange thing is plusnet are supposed to be part of BT but theur service Ive found is much much better they DO put the customer first.l
A lot of this must be down to call handler contracts in my opinion and you are rigt its BTs own fault if they are forcing the call handlers not to accept cancellations , people just leave anyway remember that and dont go back .

Extremely annoying company