Talking to BT??

tocadast

Having had major problems with my telephone line over the past couple of weeks (a very long saga) I've just spent another extremely frustrating hour on the 'phone to someone in India who really didn't understand my problem and was keen to pass me to innapproriate departments (credit queries, line fault etc).

Does anyone know of a sure-fire way of talking to someone in some sort of authority who can deal with queries, AND SORT THEM????

PLEASE FOR MY SANITY!!

Thanks

Heinz

Their CEO reads his own emails (even late at night on his Blackberry), responds within an hour (sometimes within minutes) and DOES initiate action.

[EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL]

In fact, he's a shining example of what Customers Service should be like (it's just a pity you have to contact him to get it).

If, when the matter's sorted (it'll be done by someone else but you'll know who started the engine), you send a brief 'thanks' to him, he's likely to reply (again, very quickly) with just the following:

:-)

Kind of makes you warm to him!

tocadast

Thanks Heinz....e-mail sent....fingers crossed!

tocadast

WOW!!

Reply received in six minutes!!

gemini_john

Hi... if anyone talks to BT, please request them to automatically identify the user's 'Best Friend' number for billing discount purposes. Why? Until recently, they requested users to inform them - in advance - the numbers they should use for 'friend and family' also for the 'best friend'...

Now, a simple question: Is there anyone able to identify in advance the numbers they are going to use the most over the next months?

BT now automatically identify ones 'friends and family numbers' - but not the 'best friend'. So, the discount received for the 'best friend' is not the most used number!!!

Many thanks in advance if you pass this message on to BT.

gemini john

djkarl

I had to phone BT to get a new line fitted to our new build. Couldnt understand the Indian lady and she didnt seem to interested in helping me.

Re-dialled and asked to speak to UK call centre, the UK based guy advised that BT is moving all of it's call centres back to the UK and the Indian centre only works as overflow when they are busy.

He also said it is your right to be asked to be put through to a UK centre and you dont need to give any reason to the operator

louisehj

Re India - an advisor in BT can't put you through to someone who is in the UK knowingly - its the luck of the draw where your call gets through to if it is customer services or repair. The only exception is BT Broadband tech help which an advisor can pass you through to a UK advisor if you ask for it.

AbbieCadabra

Heinz wrote: »

Their CEO reads his own emails (even late at night on his Blackberry), responds within an hour (sometimes within minutes) and DOES initiate action.

[EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL]

In fact, he's a shining example of what Customers Service should be like (it's just a pity you have to contact him to get it).

If, when the matter's sorted (it'll be done by someone else but you'll know who started the engine), you send a brief 'thanks' to him, he's likely to reply (again, very quickly) with just the following:

:-)

Kind of makes you warm to him!

so glad i nipped in here - before i ended up tearing ALL of my hair out in frustration with BT & completely losing my sanity :mad: :mad: :mad:

never, ever have i encountered such a complete & utter lack of customer service from any company. you can't even say the left hand isn't talking to right, the left doesn't even KNOW what a right hand is or where the rest of it's flamin body is!

must calm down now before the top of my head comes off...:o

thank you for the info :T , email being composed in my mind already :cool:

sicker

You can also ask to be transferred to a uk based help desk.

John.

AbbieCadabra

AbbieCadabra wrote: »

so glad i nipped in here - before i ended up tearing ALL of my hair out in frustration with BT & completely losing my sanity :mad: :mad: :mad:

never, ever have i encountered such a complete & utter lack of customer service from any company. you can't even say the left hand isn't talking to right, the left doesn't even KNOW what a right hand is or where the rest of it's flamin body is!

must calm down now before the top of my head comes off...:o

thank you for the info :T , email being composed in my mind already :cool:

flippin 'eck!!!

only took me 1hr30mins to compose/write my email

9mins after i'd sent my epic, a reply from 'Ben' - sent it to high level complaints team

:T :beer: :T

realaledrinker

Thanks for the tip.

We had a fallen tree in the garden bring down our line back in Jan. Took less than an hour to repair.

logged into my new bill tonight to find they had charged me £420!!

e-mail sent.