BT Complaints & Escalation

saintscouple

GRRRRRRRR!!!!!!!! 1pm and no engineers have turned up, Kathy's phone is on voicemail. Totally fed up of being told stories of resolution and then nothing happening. BT are playing with the lives of disabled people here, Kathy said yesterday to be prepared as the engineers could be at the household from 8am, so we had his carer make an early call to ensure he was up and ready..yet no one has turned up!!!!!!

saintscouple

The latest story is the engineers turned up at the property, spent less than 2 hours connecting cable then left. Kathy has finally phoned to advise another engineer will arrive either monday or tuesday next week to finish the installation to provide service. When i questioned about her saying yesterday that service would be provided today, so apologised saying she didn't realise the routing had to be closed off before the final installation could go ahead.....i.e she made an assumption and knows little about the installation process, and thus her word is not necessarily true. So another weekend without service and will have to wait what monday holds next week.

Mjm

I too can confirm that BT has the worst customer service I have ever experienced.

I told BT I was moving house several weeks in advance and arranged to have my line activated shortly after moving in. I have since had repeated engineer's visits cancelled with no warning and dealing with customer services to try and resolve it is like banging your head against a patronising brick wall. They never return calls via their call back system and all you get when you do speak to someone is hollow apologies with no attempts to actually resolve the matter. They constantly postpone connection with little or no reasons being provided and we have therefore been without phone or broadband since moving. When speaking to a very unhelpful and condescending member of the complaints team I asked to speak to someone more senior who might actually have the authority to make something happen, rather than just reading from a script, to be told that there was no one more senior present - guess this makes Liz Chaplin from complaints actually the CEO of BT! Have lost all faith in the company and their ability to actually get my phone working. The irony bueing that I have only moved 100 yards and can still see the house in which I have had BT phone and broadband for the last 7 years! Any suggestions for how to get this resolved would be greatly appreciated. Suspect the only way I'll get their attention is to go via the media. Fortunately have a few connections in this area so will probably have to go this route. Frustrating beyond belief!

brownm0435

saintscouple wrote: »

The latest story is the engineers turned up at the property, spent less than 2 hours connecting cable then left. Kathy has finally phoned to advise another engineer will arrive either monday or tuesday next week to finish the installation to provide service. When i questioned about her saying yesterday that service would be provided today, so apologised saying she didn't realise the routing had to be closed off before the final installation could go ahead.....i.e she made an assumption and knows little about the installation process, and thus her word is not necessarily true. So another weekend without service and will have to wait what monday holds next week.

Sounds to me like she's all talk. I emailed her mentioning your case saying how dreadful it is BT can leave disabled people in the same situation we are in she didn't reply to it. Any how we had engineers out 3 TIMES this week saying on 2 occasions they couldn't find the connection duct dispite a flipping grey pole sticking out the ground to indicate where it is and after speaking to the construction manager of the house we've moved into god knows how many times. They are now due out on 14/3/13 to finish onsite cabling and jointing but I'm very sceptical anything will be done. Each time I've mentioned reporting to Watchdog she's been onto me within minutes. Told her they've got till the end of next week to sort it otherwise It'll be a further complaint to Ian Livingston, Watchdog and Ofcom.

brownm0435

Mjm wrote: »

I too can confirm that BT has the worst customer service I have ever experienced.

I told BT I was moving house several weeks in advance and arranged to have my line activated shortly after moving in. I have since had repeated engineer's visits cancelled with no warning and dealing with customer services to try and resolve it is like banging your head against a patronising brick wall. They never return calls via their call back system and all you get when you do speak to someone is hollow apologies with no attempts to actually resolve the matter. They constantly postpone connection with little or no reasons being provided and we have therefore been without phone or broadband since moving. When speaking to a very unhelpful and condescending member of the complaints team I asked to speak to someone more senior who might actually have the authority to make something happen, rather than just reading from a script, to be told that there was no one more senior present - guess this makes Liz Chaplin from complaints actually the CEO of BT! Have lost all faith in the company and their ability to actually get my phone working. The irony bueing that I have only moved 100 yards and can still see the house in which I have had BT phone and broadband for the last 7 years! Any suggestions for how to get this resolved would be greatly appreciated. Suspect the only way I'll get their attention is to go via the media. Fortunately have a few connections in this area so will probably have to go this route. Frustrating beyond belief!

I and many on here have emailed the CEO Ian Livingston who puts your case to the senior complaints team. Not sure I can put his email address on here so I'll try to PM you it (sorry using a dodgy dongal)

lovinituk

Has anyone made the execs office aware of this thread? Maybe a link of it sent to Watchdog could raise some interest!

brownm0435

It's now 2 months since I informed BT of our move, 7 weeks since we moved into our new home and a full calender month since we had our date for our engineer visit. I wonder how many NEW customers BT have managed to get connected since then. Roll on Thursday when they're meant to be finally doing the on site cabling then it's meant to be just a case of waiting for the engineer possibly another 2 month wait.

brownm0435

lovinituk wrote: »

Has anyone made the execs office aware of this thread? Maybe a link of it sent to Watchdog could raise some interest!

I have informed Kathy Wilson of this thread and if I don't get good news this Thursday! I will be included in my letter of complaint to Watchdog.

BT_company_representative

Hi Brownm0435,

Hopefully things go well this week and my colleagues in the chairman's office are able to get your line up and running. If you would like me to take a look at your case, please can you send me in your details using the link below.

@Mjn and @Saintscouple,

I would also like to take a look at what is happening with your order, please could you send me in your details using the link below?

http://bt.custhelp.com/app/contact_email/c/4950

Thanks

Paddy

saintscouple

At last we have service, it took 2 open reach engineers 2 hours work on Friday afternoon, and 1 further engineer an hour on Monday morning to get the service my disabled father in law requested over 5 weeks earlier. We are now waiting for the promised call back from Kathy Wilson which she said would be today (i've had to chase this as well). Reason for callback to ensure no problem with service and discuss compensation.
If anyone would like to use my comments on this issue, they have my permission to do so, I am also willing to provide contact details via private message. The treatement my disabled father in law has been provided with should be repeated to any BT customer, disabled, elderly, vulnerable, or not!