BT Engineers think they are a law unto themselves - won't discuss a fault

dld2s

OP i'm not sure what else you wanted the guy to tell you, his answers seem pretty clear to me, how much more info do you want/need?

"The connection was broken at the exchange"

"How do you mean?"

"The wire was broken"

In saying that I do think a little bit of politeness goes a long way whether you are the direct customer or secondary customer (at the end of the day you are also a customer of BT or whoever it is now ? albeit through Talk Talk)

He could easily have answered probably in the same amount of time, "sorry, I don't have that info, you will have to contact Talk Talk CS for any more info" easy and straight to the point and less rude, IMO anyway

Monkeyballs

Hi OP,

I think if you'd have gone arghhhhh talktalk grrr... arrrghhh... you'd have had a more positive response but what you've done is have a rant against Joe Schmo, the helpful engineer who fixed the problem you were having in good time and then thanked him by voting to scrap his pension scheme? Really? If the ice cream van had no Fab's left would you slash it's tyres?

I work in a department which has 3rd party contracts in place with BT. Our customer has an issue they report it to us, we in turn report it to our service provider and if it's an issue with the line then it goes to BT who have so many jobs to run between it's unreal!

Contractually he may not have to tell you anything, he may even be one of those guys who has been really helpful in the past and someone has reported him for being too helpful! (Crazy but true, I heard of a guy receiving a disciplinary because he was too technical in an explanation and the customer thought he was being patronising).

Ranting and venting is fine just, this is the right place for it but remember people reading will point out to you that you're wrong if that's how they feel

MB

TurnUpForTheBooks_2

Seriously you lot, it's like you followed me into the toilet and are pointing at the carrots floating in the pan saying it smells bad

What on earth are you doing in here ?

It's silly trying to justify to me of all people that I am to make so many allowances for second and third-removed organisations in an outsource project. I have never believed in the outsource of any such service, even less of it being an excuse for not explaining what the hell is going on. I have been customer facing all my life and if I have ever been pressured by a boss to cut down the service I have given to a customer, that boss has learned fast what my opinion on the matter is. Thankfully it hasn't happened too often, but it has happened.

It seems so many of you have been brainwashed by your own tendered out experiences of your bosses telling you don't spend time answering this or that, it's not your job. If you are the one in front of the customer at the moment he asks, then yes it bloody well is your job to either answer or to find out or to make sure someone else does it. You don't tell the customer he should try someone else. If you do, your service ain't worth a candle. I am deadly serious.

It is beyond a joke how many "workers" in this country are employed to offer a service but who settle into a head down role such as they can get away with and then comfortably neglect the bit where they interface directly with the customer. It's bloody rude to act the way that guy did. Rude and ignorant. And Monkeyballs, I don't have to take into account either that the guy may have been mismanaged, previously beaten by his wife or by his boss. If he's talking to me as "the engineer we dispatched to investigate your line" then he's my engineer too until I've had a good explanation of what engineering he has actually had to do in order to solve my totally unexpected and almost certainly unnecessary disconnection.

There, more carrots. Stinks doesn't it ? No I'm not ready to flush yet. If you don't like it then wait outside please - I might need to spit a bit yet ... and some's got up my nose ...

sharnad

Well done to the bt engineer for providing such a good service.

Monkeyballs

LOL

TurnUpForTheBooks wrote: »

It's silly trying to justify to me of all people that I am to make so many allowances for second and third-removed organisations in an outsource project.

Ahhh... Ok

TurnUpForTheBooks wrote: »

It's bloody rude to act the way that guy did. Rude and ignorant.

Personally if I asked what was wrong and he told me "the connection was broken at the exchange" and then "the wire was broken" after being pressed for more information and went on to tell me to contact Talktalk then I'd do just that.

You seem to think that your disconnection is the result of your call to Talktalk? He is not the person to discuss your account with Talktalk, he is not the person to whine at, he has restored service for you.

But I see what you're getting at, this is the forum to rant and vent which is fine but accept that other people have their own opinion and they will express it when they like.

So, I've topped up your carrots with my peas enjoy

MB