BT Complaints & Escalation

Apexilon

gazzebo69 wrote: »

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.

Mine appears to have been sorted by the CEO's escalations team also - it only took 12 weeks to get the same result (1 of the 2 options I proposed) I had asked for int he first place: baffled the gentleman that dealt with my issue what was so unreasonable about my request that it wasn't done. At least I can now put the matter to bed.

nibor1958

What a nightmare of a company to deal with Moved house and had caller redirect for the first quarter at £30 set up a new cotract with them at the new address and went for Weekend and evening calls with broadband and opted for paperless billing sent to our new BT Email address could not accses email tried ringing BT several times get somebody in India the can;t accses it neither promise to look into it and ring back (guess what never did)when we eventually got our bills and now the fun starts have been billed £30 over the past year for caller redirect which we never asked for,constantly being charged £5 and £10 for going over broadband download limit we have sent email after email as regards this and have totally been ignored
KEEP WELL CLEAR OF THEM COWBOYS !!!!!!!

BT_company_representative

Hi Nibor1958,

I would like to look into this for you. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

analyst_2

BT_company_representative wrote: »

I would like to look into this for you. Please could you send me in your details using the link found in my profile?

Or, Nibor1958, here is something that you might find more productive.
Learn and sing these words:

We're on a road to nowhere
Come on inside
Takin' that ride to nowhere
We'll take that ride

Talking Heads (1985) from the album Little Creatures

lovinituk

BT need to sack all their call centres and put the CEO team in there instead!! They seem to do more than the entire front line BT team put together!!

gazzebo69

lovinituk wrote: »

BT need to sack all their call centres and put the CEO team in there instead!! They seem to do more than the entire front line BT team put together!!

Good point well made, This is so true. I have found more people get a true, customer related service from the CEO than any other employee put together.

Am sure that there are excellent performing individuals within BT outside of the CEO office, but they are being held back by the can`t be bothered employees, might be they cant be bothered, or lack of training, who knows, but its poor. Its difficult to see how BT seem to always get it wrong when it comes to moving house, moving broadband providers etc. The concept seems fairly easy to me. Stop my service and send me a final bill, or start it somewhere else.

btrhopeless

I've just emailed Mr. Livingstone and Mr. Buckley and both replied within minutes. They have told me my complaint will be dealt with.
Twice now an engineer hasn't shown up to fit Infinity hub. First time I took a day off work, wasted. Next time on Saturday,
as I refused to take another day off. Again no show, no explanation, nothing. When I followed my order through it said it had been completed and all my services were back to normal but they weren't as someone somewhere had shut down my old broadband and left me without broadband since Saturday. No one will reconnect me. I'm getting no help whats so ever from anybody at BT. They just want to rearrange another visit, which is no good to me. They also promise to call me back but never do so I call again, get a different person and different manager and have to go through my whole complaint all over again.

btrhopeless

I've just emailed Mr. Livingstone and Mr. Buckley and both replied within minutes. They have told me my complaint will be dealt with.
Twice now an engineer hasn't shown up to fit Infinity hub. First time I took a day off work, wasted. Next time on Saturday as I refused to take another day off. Again no show, no explanation, nothing. When I followed my order through it siad it had been completed and all my services were back to normal but they weren't as someone somewhere had shut down my old broadband and left me without broadband since Saturday. No one will reconnect me. I'm getting no help whats so ever from anybody at BT. They just want to rearrange another visit, which is no good to me. They also promise to call me back but never do so I call again, get a different person and different manager and have to go through my whole complaint all over again.

lovinituk

jimhancocks wrote: »

I think we've all had bad experiences with bt!

Ha ha!! New user and mentions another company in both their posts!! Transparent or what :rotfl:

btrhopeless

Tried the CEO email suggestion and it worked a treat. Emailed him in the afternoon and got a reply straight away. Openreach engineer turned up the next morning at 10:00 and fitted in 30-40 minutes. Problem is more with Openreach engineers but BT don't help to fix the problem and don't follow complaints through.