More inept BT engineering stories

Doooford

We had a fault on our line where itt was crossed with someone elses, a week later an engineer turned up and fixed the fault butthe broadband we later found had stopped working.
Another week on and the customer service dept were convinced the fault was in my house so I'd had to agree in principal to pay £130 if the engineer found a fault with my equipment.
Fast forward to today where another engineer came in and said, and I quote "when the other engineer came to fix the phone line he found the broadband was causing the fault so he turned the broadband off but didn't tell anybody".
Now the engineer has gone "to get a broadband part from the depot".
It's like dealing with a cowboy plumber. I like the way he doesn't even seem to know the "grown up" name for the part that he needs! :rotfl:

macman

The £130 charge mantra is always read to you if you report a fault, regardless of it's origin.

Doooford

And I can appreciate that, but is some cases it would be nice if the script had a box that said:-

"Have we messed this customer around to the point where they should leave us?" If so take option 2.

Option 2) Now read, "As we have clearly made a mistake and our line checks are too basic to pick up even the most simplist of faults we would like to send out one of our most competent engineers as soon as is convenient for you".

It was rammed home a bit hard that the system said the fault was at our property so we should be prepared for the engineer to laugh at our stupidity.

JooFox

Trust me, I work with BT on a weekly basis and the one thing I can say about them is that at least they treat everyone equally.
The business support is as consistently shocking as it is for home users

david29dpo

In my case it took three to fix my faulty line. First never entered the house, rang to say nothing wrong and disappeared. Second not much better.
Third brilliant. Said he would try to find out who the first two were and what they did (or didn't do) Lets hope they were sacked.

welshbookworm

LOL When i first moved into my flat a BT 'engineer' told me I needed a new socket. he said he would send someone in a few days. Seventeen years later, I ring them as I can't find my master socket and they send someone who finally replaces my old socket for a nice shiny master socket.