Bt!!!!

mikewebs

Here is a copy of my correspondence with BT so far:

ME:

I have been told that this fault could take 10 days to sort out. In this day and age it is digusting that an organisation such as yours treats its customers in this way. Your staff tell residential customers that they are second class citizens because they pay less than businesses. You fail to dleiver services quickly, and you take absolutely ages (25 minutes) to answer a call on 151.

I am disabled, my daughter is disabled and I have been told to rely on dodgy mobile networks because you people cannot sort yourselves and your operations.

I am fed up with being treated like a leper just because I have the audacity to 'only be a residential customer', maybe if I change the name on the account to Mr XXXXX Ltd I would get a better response from you.

I trust I will hear from you by return and not have to wait until Judgement day before you reply

Regards


Mr XXXXX

Their reply:

I am very sorry to hear of the difficulties you have experienced.

Thank you for your recent e-mail. On checking our system I see that, your fault has now been repaired. I trust that your service is now working satisfactorily but should you have any further problems then please do contact us. The reason that business customers receive a priority repair service is because they pay a much higher rate of line rental however I am sincerely sorry that you had a fault and I do hope it is now working satisfactorily.

Once again please accept my apologies for the problems you have experienced with BT recently.

Thank you for contacting BT.

Yours sincerely,

Jim Leonard
BT Customer Services



Me:

Sir

Thank you for your reply. As a second class, less important customer I shall now pass a copy of your email to the first class, more important press and BBC Watchdog.

Regards

Mr XXXXX


Wonder what their reply will be??

Ho Hum

gt94sss2

I'm sorry if this sounds unsympathetic (its not supposed to be) but I am not quite sure what the problem is?

BT's stated policy has always been to give business customers higher priority in fixing faults as they pay more in line rental, though I think because of the way they are regulated, the bit of BT which fixes local loop faults has 'run out' of engineers and they have recently started to quote very long fix times (though when it happened to me, my fault was fixed before this date)

All, I can suggest is (if it happens in future) is if you have access to the internet is report the fault online which will save you having to queue for 151.

Also, as you are disabled, see if you qualify for BT's free Priority Fault Repair service

Regards
Sunil

Nytehawk

gt94sss2 wrote:

I'm sorry if this sounds unsympathetic (its not supposed to be) but I am not quite sure what the problem is?

BT's stated policy has always been to give business customers higher priority in fixing faults as they pay more in line rental, though I think because of the way they are regulated, the bit of BT which fixes local loop faults has 'run out' of engineers and they have recently started to quote very long fix times (though when it happened to me, my fault was fixed before this date)

All, I can suggest is (if it happens in future) is if you have access to the internet is report the fault online which will save you having to queue for 151.

Also, as you are disabled, see if you qualify for BT's free Priority Fault Repair service

Regards
Sunil

Thank you for that vital link to the BT Age & Disability Action I have worked with the Lifeline Emergency telephone system for nearly 5 years and didn't have a clue that this existed. I have always had to make adverse comments to BT to fix a line of some of my clients (some of the most vulnerable in our society) because they threaten elderly people with obscene callout charges. This will help so many clients and staff will be made aware of this important link:T :T

towseriv

bobthedog wrote:

Good to see you state you're disabled.
Obviously disabled people have more of a right to better service?

They do when it is a vital link to the emergency services you idiot. Or would you like a disabled relative to fall down and have to shout for help or gid forbid die from dehydration? Think about that the next time you make a stupid comment like that.

david29dpo

i have to say the slight sarcasm in your letters to BT will not do you any favors. i have found with any letters you write being polite but firm works wonders.

bunking_off

towseriv wrote:

They do when it is a vital link to the emergency services you idiot. Or would you like a disabled relative to fall down and have to shout for help or gid forbid die from dehydration? Think about that the next time you make a stupid comment like that.

The disabled do get preferential treatment, for example free directory enquiries. Question is, has the OP actually registered themselves as being disabled with BT?

I'd agree with others that the tone of the OP's mails will do them absolutely no favours at all...

mikewebs

With regards to certain posters and with the greatest respect, I have always found that letters of this tone have:

1 lightened the mood of the situation

2 received faster responses than more formal stale communications with faceless organisations

3 relieved the stress of the situation for me

and:

4 meant I have had a free holiday (after complaining to HAVEN HOLIDAYS), had refunds and free return visits because of poor service at restaurants, had monetary compensation.

If this is not a successful way of resolving a problem, I don't know what is.

Maybe some people should try my method a few times and see the results.

Oh and by the way I got 1month's free line rental from BT because I complained and pursued my case this time!

cazziebo

I've had a horrendous time with BT the past few months. I've been overpaying a monthly payment all year - despite having requested that it be reduced - and being assured it will be. My broadband completely stopped working for three months and got no joy at all from the useless call centre. I also had no phone service for a week, and the repair service was hopeless.

so -despite a phone call and email last month saying that my payment had now been reduced, I was furious to find this morning that £65 had been taken out of my account. I'm usually pleasant and polite (maybe that's a problem!) but I lost it and zapped off a stinking email- including Ben Verwayen (Chief Exec) as suggested by someone elsewhere in the forum. I complained about the payment and also the fact I had no response to my request for a refund of broadband charges. Got a phone call in less than 15 minutes, and an assurance my case would be looked into immediately.

Certainly works!

ahrimaniac

As someone who worked dealing with complaints in BT for a good year, I can tell you now that if you're snotty/rude in your letter, your 'priority' will freefall. Always speak to people how you'd like to be spoken to.

Furthermore, go to Watchdog about what? They fixed your fault within the timescale agreed at no cost to yourself. You're twisting your gob about being a 'second-class-customer' because you're residential - well, yeah, that's why you pay a CHEAPER rate. If you want the benefits of being a business customer, pay for it.

I also don't think you can trot out the disabled card either - how are BT supposed to know you're disabled? You have NO idea of the amount of chancers who'd ring up and demand instant repair because they were disabled, and they could very merrily do without their phone.

Blah.

ahrimaniac

'Oh and by the way I got 1month's free line rental from BT because I complained and pursued my case this time!'

So you're just after free stuff, then. A chancer.

redux

mikewebs wrote:

Maybe some people should try my method a few times and see the results.

Oh and by the way I got 1month's free line rental from BT because I complained and pursued my case this time!

Sorry, but why waste space on this forum wondering about their reply then boasting about your rude negotiating methods, when you'd already either -

1. been fully satisfied with their response

2. not waited two days for a reply


I hope you haven't similarly wasted the patience of Watchdog and the press with your verbal onanism