BT Complaints & Escalation

minisandfords

Well that's unsurprising. However I found CEO's address (google Ian Livingstone) and had a response within 30mins!! Rep from head office spoke to me and tried to fix it as best as poss- engineer coming on Friday (28th) I'd like to think that as he was sent by head office he'll think twice before saying he called, to prove it "you have white front door." Yep, that's what I was told- conclusive proof!

So for complaints go straight to the top!

mikes1711

Thanks minisandfords. Glad to hear your problem is being resolved. I'll try the CEO route and post the results.

mikes1711

Mr Livingston replied today at 6:25am! He promised to pass my case to senior customer service team and ask them to look into it ASAP. I'm truly impressed with BT's CEO. He could've just ignored my email. This is what I call going an extra mile.

mikes1711

I also sent an email to Virgin Media CEO asking for the explanation of why customer service lies to customers.
I'll go with whoever is able to connect me first.

stclair

mikes1711 wrote: »

Mr Livingston replied today at 6:25am! He promised to pass my case to senior customer service team and ask them to look into it ASAP. I'm truly impressed with BT's CEO. He could've just ignored my email. This is what I call going an extra mile.

It took 2 days to get my complaint resolved by emailing the CEO even got some marks and sparks vouchers out it.

After 3 years of speaking to customer services got me no where lol.

minisandfords

Well it's sorted! Email to CEO and insanely quick response from his team- can't fault them. Didn't get me Internet for Christmas but got it today 2 weeks before original rescheduled date.

Now enjoying 20mb broadband! It's such a pity that the Indian call centre staff don't have the same attitude- I would like to think that enough hassle to the CEO's office would make them want to do something about it.

Still, working now so I'm happy! Thanks all for help.

mikes1711

Well done, I'm pleased to hear your suffering is over.

I got a call from Virgin Media's CEO office today. I was asked if I'm aware of any construction work done recently and if I've got the fibre optic cable connected to my house. My answer was: you should know that, you work for VM. :rotfl: I was also told that at this point in time VM cannot guarantee that my service will be installed on 10th of Jan.

When I asked if I'm th only reason why VM is forced to make an investment in the area I live in and are there any existing customers in my cul de sac, I got a reply: that's a very good question...:T

At witch point I said that by looking at WLAN SSIDs I can see at least 2 other houses using VM at the moment. The conclusion of my very productive conversation with VM was somebody is going to call my on 2nd and advise wether I will get connected on 10th or not. That doesn't inspire great confidence- I think it'd be better to switch to BT. I've had enough of negligence and incompetence of VM. That's a warning to anybody who is seriously considering signing up with VM.

P.S. I used smilies because I cooled off and am much more relaxed about this whole situation...

Apexilon

And what about BT accepting ZERO liability for their shockingly slow speed, constant-buffering "Infinity 2"? They refuse to factor the performacne (or lack of) while charging me in full, and now state (inwriting) that if I cancel my direct debit they will not only terminate my services, but pursue legal action!

All this and am only 6 months into a contract I have paid by Direct Debit every month... because I complained their product does not do what it says on the tin? threatening behaviour or what??

Apexilon

Actually, I just found the BT CEO's email address and sent an email to him. Will let you know what happens.

gazzebo69

Apexilon wrote: »

Actually, I just found the BT CEO's email address and sent an email to him. Will let you know what happens.

I got a threatening letter from Warren Buckley expressing that I should pay what I owe. The letter was fairly polite, but in large capital it said. PAY NOW. Pay what exactly, the just picked a random number from thin air and thought they would try and bill me. If I wouldnt have stopped my DD, they would have taken this money. A quick email to the CEO and it was all sorted. Ian and is department seemed to be doing the work off all the other useless CS reps.

Well done to the CEO department, definately went the extra mile.