Great service from BT

greatbigkev

I believe in credit where credit's due so I thought I'd let everyone know that I've received exemplary service from BT this week. I suppose I shouldn't be surprised but I was!

Our phone went doolally on Tuesday - couldn't get a dialling tone and when anyone tried to call us the phone would ring once but have no sound when it was picked up. All very frustrating. (The really weird thing was that the Sky broadband connection through the same line worked fine!) We used another phone in the socket (in case the phone was at fault) and disconnected everything else but still no joy.

I rang the BT Customer Services line from my mobile and, eight minutes later - after being led through a very simple and easy-to-use bit of button-pushing - I'd had my line checked and signed up to get all calls diverted to my mobile (at no cost to me or the person trying to call) as well as to receive text updates on the work. The only downside was that the estimated time of repair was up to three days.

Anyway, at just after eight the next morning I got my first text to say they were investigating, followed by another about an hour later to say they were taking the necessary action. By 11 the engineer had turned up outside our house (my wife was at home so saw what was going on) and he fixed the line within an hour. This was followed by a text to say the fault had been rectified.

All in all, a very satisfactory piece of customer service. :T

Incidentally, the day before I'd had a Talk Talk salesman at my door telling me Talk Talk had 'bought the lines' in our road and that they were doing a special offer for people who took up line rental with them. He also said that, at £11 a month, they had the cheapest line rental. When I asked for a brochure with this information on, he said I couldn't until I'd filled in my details to get their three months trial.

Of course, my fear is that lots of people would say, 'Great, what a good deal!' and believe what, basically, are lies! Not only are Talk Talk not the cheapest (BT will do Option One for £10.75 if you go for online-only billing) but they haven't 'bought' the lines off BT - which he was using as the main reason to switch. They just rent them but have now put their own equipment on the exchanges.

When I said, politely, 'No thanks' (after he'd not let me see anything in writing) he even had the rudeness to tut and say, 'Strange'! :mad: I was not a happy bunny!

Anyway, this is a very long-winded way of saying I'm very happy I'm with BT not Talk Talk, with their lying, bullying salespeople (and no, I don't work for BT!) and that if others are persuaded to stick with them because of my experience then all well and good!

Kev

david29dpo

i agree. i have nothing buy praise for bt. never had any problems and faults have been fixed very quickly!

dean2230

Ditto

having done all the CPS sevices etc I have gone back to BT its like a breath of fresh air I know exactly where I am with my phone account now.

hurrah

dean2230 wrote:

Ditto

having done all the CPS sevices etc I have gone back to BT its like a breath of fresh air I know exactly where I am with my phone account now.

I use BT for my line rental and i CPS my calls to another supplier.So i have best of both worlds.

gt94sss2

greatbigkev wrote:

Anyway, at just after eight the next morning I got my first text to say they were investigating, followed by another about an hour later to say they were taking the necessary action. By 11 the engineer had turned up outside our house (my wife was at home so saw what was going on) and he fixed the line within an hour. This was followed by a text to say the fault had been rectified.

All in all, a very satisfactory piece of customer service. :T

I had a similar experience a few weeks ago.

For future reference, as your internet connection was working, its also possible to report and monitor your fault on BT's website (as well as arrange for calls to be diverted and the SMS text messages)

Incidentally, the day before I'd had a Talk Talk salesman at my door telling me Talk Talk had 'bought the lines' in our road and that they were doing a special offer for people who took up line rental with them. He also said that, at £11 a month, they had the cheapest line rental. When I asked for a brochure with this information on, he said I couldn't until I'd filled in my details to get their three months trial.

Of course, my fear is that lots of people would say, 'Great, what a good deal!' and believe what, basically, are lies! Not only are Talk Talk not the cheapest (BT will do Option One for £10.75 if you go for online-only billing) but they haven't 'bought' the lines off BT - which he was using as the main reason to switch. They just rent them but have now put their own equipment on the exchanges.

If this happened to me, I would complain to both TalkTalk and Ofcom.

While you know that the salesman was misleading you, I wonder how many others will suffer as a result of believing him - especially given the recent reports about TalkTalk's service.

Its the same as all those energy salespeople knocking on doors and saying they are cheaper than your current supplier even though they have no idea who you are with.. and then finding your bills have dramatically increased.

If we don't complain companies have no incentive to stop such behaviour

Regards
Sunil

chilli_dog

agree with the op.

Went to Talk Talk (phone & line only - thank god) abismal customer service, hold times were longer than my lunch. moved back to BT after my three months min period.