BT Complaints & Escalation

lovinituk

saintscouple wrote: »

Reason for callback to ensure no problem with service and discuss compensation.

BT don't pay 'compensation'! They prefer to call it a goodwill payment at their discretion. Thats what I was told when I received [STRIKE]some compensation[/STRIKE] a goodwill payment at their discretion last year!!

saintscouple

lovinituk wrote: »

BT don't pay 'compensation'! They prefer to call it a goodwill payment at their discretion. Thats what I was told when I received [STRIKE]some compensation[/STRIKE] a goodwill payment at their discretion last year!!

Whatever they call it, Kathy has offered 3 months line rental which taking in to account the extra mobile calls my father in law has had to make, stress, inconvinance, etc i feel is an insult. She asked what i was expecting and taking in to account everything i said 6 months line rental minimun which she refused, withdrew the original offer, and is sending a deadlock letter for me to persue through ofcom.

So there you have it folks, BT's last years pre tax profits of £2.4bn, yet leaving a disabled elderly gentleman without service would only warrant a 3 month line rental gesture of goodwill = £46.35. They would rather it go to tribuneral than pay an extra £46.35.

Enough said, we shall now be seeking advice to ensure we follow through the forthcoming procedures to the letter of the law.

lovinituk

saintscouple wrote: »

She asked what i was expecting and taking in to account everything i said 6 months line rental minimun which she refused, withdrew the original offer, and is sending a deadlock letter for me to persue through ofcom.

Sums them up totally! Pathetic really isn't it.

saintscouple

I think they should not be allowed to have British in their company name as their poor service and attitude reflects very poorly on our country, my personal opinon.

Alas please don't be offended but i shall no longer make any further comments as don't want it to effect what we have go through next.

brownm0435

BT_company_representative wrote: »

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?
I emailed yourselves back around the 22nd Feb! Got confirmation email 3 days later but have heard nothing back since! Engineers were out today anyway but to do off site cabling that I was told was all done weeks ago to which Kathy told me today she doesn't recall anything being said about it already being done! Wrong Kathy you told me on 7/3/13 it was done! Anyway meant to be out again tomorrow to finish onsite cabling off! At least this time it's only a day late!</p>

OverlandLandy

Hi all
Long saga...cut short....
My neighbour got a new phone and broadband line installed in November...since then we have not had a day that our phone or broadband has worked correctly.
Phone rings and our broadband cuts out.
The speed is now 0.15mbps while our peak was 2.2mbps
We have had 5 engineers out...always the same thing...its a ohms mismatch in the cable pair and there are no spare pairs... we are 6.5km from the exchange...and have had numerous repairs done..but no improvement.
The Indian call centre is totally useless. They keep telling me the same scripted Tosh...plug a cable in...change the filter...etc... and it will cost you £99 if its your fault...almost in a veiled threat way!
None of the engineers can see the previous details of the fault..or fixes so EVERY time its the same thing...same process..same issue..same empty promises....
I'm also getting put under extreme pressure by my work..I work from home but they simply do not believe me now when I say my broadband is down again...or running so slow. I'm really worried about my employment situation...
BT have been totally and utterly inept. Their systems, processes and procedures are not fit for purpose. And to top it all I have been told that I am not entitled to any compensation, they will not put my ongoing fault issues in writing for my employer and that ALL 'faults' are now automatically closed after 3 days, whether they are actually fixed or not! Unless you keep complaining.

Last week I worked from 8am until 4am the next morning doing an important presentation .....that I needed to get information for from my company's shared drive.. at 0.15mpbs....I felt totally exhausted at the end of it....

So where do I go next I'm exhausted and fed up

OverlandLandy

Hi all
Long saga...cut short....
My neighbour got a new phone and broadband line installed in November...since then we have not had a day that our phone or broadband has worked correctly.
Phone rings and our broadband cuts out.
The speed is now 0.15mbps while our peak was 2.2mbps
We have had 5 engineers out...always the same thing...its a ohms mismatch in the cable pair and there are no spare pairs... we are 6.5km from the exchange...and have had numerous repairs done..but no improvement.
The Indian call centre is totally useless. They keep telling me the same scripted Tosh...plug a cable in...change the filter...etc... and it will cost you £99 if its your fault...almost in a veiled threat way!
None of the engineers can see the previous details of the fault..or fixes so EVERY time its the same thing...same process..same issue..same empty promises....
I'm also getting put under extreme pressure by my work..I work from home but they simply do not believe me now when I say my broadband is down again...or running so slow. I'm really worried about my employment situation...
BT have been totally and utterly inept. Their systems, processes and procedures are not fit for purpose. And to top it all I have been told that I am not entitled to any compensation, they will not put my ongoing fault issues in writing for my employer and that ALL 'faults' are now automatically closed after 3 days, whether they are actually fixed or not! Unless you keep complaining.

Last week I worked from 8am until 4am the next morning doing an important presentation .....that I needed to get information for from my company's shared drive.. at 0.15mpbs....I felt totally exhausted at the end of it....

So where do I go next I'm exhausted and fed up

freekite

I concur with all comments above. I've never had to deal with a company such as BT. Their customer services is shocking. Three months after I placed the order it has not been completed yet - they missed appointments, deliveries, lost the order details on their systems (twice), sent the wrong equipment....
Talking to their customer services is like banging your head against the wall. You feel the total lack of care on the other side of the line, and even before you come off the call you know that the issue has not been addressed, and that you'll be facing them again soon.
I truly regret having bought their services, and certainly wouldn't recommended to my worst enemy.

brownm0435

freekite wrote: »

I concur with all comments above. I've never had to deal with a company such as BT. Their customer services is shocking. Three months after I placed the order it has not been completed yet - they missed appointments, deliveries, lost the order details on their systems (twice), sent the wrong equipment....
Talking to their customer services is like banging your head against the wall. You feel the total lack of care on the other side of the line, and even before you come off the call you know that the issue has not been addressed, and that you'll be facing them again soon.
I truly regret having bought their services, and certainly wouldn't recommended to my worst enemy.

Talking to their customer services is like banging your head against the wall. You feel the total lack of care on the other side of the line, and even before you come off the call you know that the issue has not been addressed, and that you'll be facing them again soon.THIS!!!

***trumpeter***

My master socket failed a couple of weeks ago and BT are saying it's my responsibility because it was caused by lightning.

The line tested fine, I had no other equipment connected internally and there was no physical damage. They said it was due to a power surge (and we did indeed have a thunderstorm over the weekend it failed).

Will they get away with this? It doesn't seem right to me. Any comments would be much appreciated.

... having said that, I just got through to a very helpful CS rep - honestly! I pointed out that if lightning had hit my property it would have caused more than the failure of one small circuit and that in fact it probably hit miles away from me. Sue has raised a query on the charge with Openreach. So maybe there's hope yet.

... I just had a text from BT apologising for the "incorrect" charge and withdrawing it. Thank you BT (but the charge should not have been applied in the first place).

So if BT try to charge you for lightning damage to your socket, I strongly recommend you argue. Thanks for reading.