RESOLVED Poor service from BT- best way to complain?

vitamin_joe

I received poor service when BT set up my broadband service after a house move. It finally worked over a week late, after many calls to their helpline, and waiting in TWO mornings for engineers. The fault turned out to be a tiny oversight on their part.

What is the best way to complain, as I want compensation for this entirely avoidable annoyance. Thanks

macman

In writing, headed 'Complaint". Send by RD.
No SLA on a residential service, so you won't get compo-all you'll get is a credit for the downtime (if you request it), and maybe a small goodwill credit on top.

BT_company_representative

Hi vitamin_joe

Send me over your details using the contact info in my profile and we'll get a refund sorted for you.

Thanks

Neil

vitamin_joe

Thankyou both!


Neil, I'll send my details.

Transistorman

u could email ian liverstone ceo at bt his addy can be found at !!!!!!!!!!!!

vitamin_joe

Well, it's been over a week since I sent my details to BT, still haven't heard back. An email to confirm that my complaint is being dealt with would be sufficient.

I'm not going to let this matter drop, as I believe I've received poor service.

caveat_emptor

vitamin_joe wrote: »

Well, it's been over a week since I sent my details to BT, still haven't heard back. An email to confirm that my complaint is being dealt with would be sufficient.

I'm not going to let this matter drop, as I believe I've received poor service.

That's no surprise to me. I've sent three letters of complaint and haven't received acknowledgement or reply to any of them. I'm in the process of taking my complaints to the Ombudsman but I don't think BT gives a damn.

chanz4

don't expect much

BT_company_representative

@vitamin_joe I'm really sorry about the delay in getting back to you we have been really busy recently, has anyone been in touch yet?

@caveat_emptor if you need any assistance with this we can be contacted on the link in my profile.

Thanks

Neil

Inner_Zone

vitamin_joe wrote: »

Well, it's been over a week since I sent my details to BT, still haven't heard back. An email to confirm that my complaint is being dealt with would be sufficient.

I'm not going to let this matter drop, as I believe I've received poor service.

Just got a refund yesterday from BT, which I first requested on 7th September, was told would take five working days. Took five phone calls, each time bring told would take five working days, lots of false apologies and false promises to see it through on their side, from both UK and overseas call centres. Actually took twenty one working days, thirty actual days. BT customer service is non existent. And BT Openreach are just as bad but you can't contact them direct. So a letter will be winging it way to them soon.

vitamin_joe

Hi Neil, thanks. No, no-one has been in touch- it's been nearly two weeks now. Should I resubmit my complaint?

caveat_emptor wrote: »

I'm in the process of taking my complaints to the Ombudsman but I don't think BT gives a damn.

It would certainly seem that way.

Inner_Zone wrote: »

BT customer service is non existent.

Yes, that's been my experience- if it wasn't so bad, the initial broadband problem could have been sorted very quickly. As it was, I just got messed around by numerous people who didn't seem to have a clue.