BT complaint

thebennyboy

For just over a month i have been in a dispute with BT over the replacement of a HH4 which went faulty. Should have been a simple process, being BT however it was not!

This letter is what i sent to BT after getting fed up of ringing, all of the problems were explained in the letter. Just wanted to see if the letter i have sent is appropriate:

Dear Sir/Madam,

Complaint regarding customer service – BT

Account Number: --SNIP--

I wish to register a formal complaint with regards to the standard of customer service me and my family have had to endure from BT. I am writing this letter on behalf of my parents as I am usually the member of our household that deals with any technical issues. I am authorised to speak to you on their behalf. I shall start my detailing a timeline of the issues as they happened:

8 November - Contacted BT regarding the dropouts via telephone, a few tests were ran and came to the conclusion that the line had a fault. The engineer was booked for Tuesday 11 November. Call lasted approximately 25 minutes.

11 November - Engineer runs a few tests on our line and goes to the cabinet and exchange. About an hour after arriving he says that the line is fine however said that he'd made a few adjustments to the line. This seems to temporarily fix the issue.

12 November - Internet starts dropping out again. Straight back onto the live chat again, stating clearly that the issue was not resolved. The advisor then insists on going through the same script again, this time apparently it's our HH4 that's faulty. Was promised a replacement within 1 - 2 weeks as they were awaiting stock of HH4's. This time lasting approximately 20 minutes.

26 November - Ring to ask where our replacement home hub is. He then proceeded to say that the HH4's were never out of stock and it wasn't sent or registered on the system due to a "technical problem". I then told the advisor to send one immediately. Which he claimed that he did. "Very sorry sir, new one will be sent in 2 - 5 days." Call lasting approximately 15 minutes.




1 December - No sign of new hub, yet again called BT to ask where it was. Was told the order couldn't be created as the hub was apparently "in contract". I then told the advisor it was paid for outright and was never "in contract", he then says he'll put me on hold while he checks my account. 10 minutes on hold he returns saying it was an "error on the system". The new hub was finally on its way according to him. Asked to get MAC code to leave and was put through to customer retentions. The lady then apologized for the problems and promptly supplied our MAC code. Call lasting approximately 45 minutes in total.

2 December - Was phoned by BT to say there was an issue replacing the hub due to us leaving BT, immediately disputed that saying it was bought off-contract. He then said as we were leaving BT he couldn't replace it, i tell him all electronics have a 1 year warranty BY LAW regardless of contract. He then puts us on hold for 15 minutes to speak to a manager. Comes back saying they will FINALLY be replacing the HH4. Call lasted approximately 30 minutes.

7 December – Phoned BT again as there was no sign of the replacement HH4 and was told that the hub was YET AGAIN not sent. When asking why we were told that it was due to the home hub being bound to a contract, I stated to that the advisor that we paid for it outright and this can be found by referring to our bill for January 2014. Stating that we paid £35 for it + £6.95 delivery charge. The advisor was very argumentative that we were still in a contract with BT, of which we were not. After about 20 minutes of arguing he then put us on hold for ~15 minutes to speak with a manager. The manager confirmed to the advisor that it was a mistake on BT’s system and that it would be noted and a new HH4 would be sent. Call in total lasting ~45 minutes.

As you can see there is a long list of failings by BT and its customer service. With the HH4 STILL nowhere to be seen up to this day I am now no longer willing to phone up or go onto live chat to try a get what we are entitled to by law (a replacement for our faulty HH4).

As you can work out from the estimated times provided in the timeline, me and my mother spent in excess of nearly 3 hours on the phone/livechat to BT customer services. The only thing we really want from BT now is some form of recompense for time wasted and stress caused, we also want a full and complete refund of the HH4 + delivery costs. Should you require our faulty HH4 to be returned you shall do this at your own expense. We also wish for an apology from BT for all the stress caused.

Any further correspondence I require to make to BT with regard to this complaint, I shall be forwarding an invoice to BT at the cost of £25 per letter.

I look forward to your reply. Please make all correspondence to this letter via post.

Yours Sincerely,




BA WARD

JJ_Egan

My replacement hub took one week from first email describing the symptoms and test to arrive .That was the current HH5 not the older model .
As you where leaving they should just have sent you one of the returned HH for the remaining 30 days .

jw7a28

Hi Bennyboy


I had issues with BT I left them in September phoning in was a waste of time you end up speaking to halfwits who are trying to get you off the line in record time it was my experience that sometimes I spoke to 6 or 7 people in a call.


Try the BT forums they have mods that actually care about the customer and will help you.This site wont let me post the link so google BT forum


You have to post a question and they will reply and ask to message them account details etc my issue was sorted dead easy by these guys they really are good cat recommend this level of service enough.


Hope this helps

NeverEnough

The HH3 we have died a while ago but the Openreach engineer did not replace it when he visited in November to repair our faulty service as we were happy with our own router, an Asus. Still have the dead HH3 though.

So today, was abused and shouted at by BT India who told me I was either a liar or delusional about an engineer visiting as according to their "facts" , no one ever has visited us to repair the BB. Last week a phone line engineer repaired a copper line fault and since then our BB has been atrocious but BT India refuse to book an engineer or log a fault as we don't have a working HH3 for them to "run their tests". Amongst other things, I was branded a criminal,as it is allegedly "illegal" to attach a different router to a HH to your BB line........... <sigh>. If only we could speak to someone who speaks English.........and doesn't abuse customers.

Hopefully will find link to current BT rep shortly, this is not just going to be left, our BB speed is pathetic and the dead HH should really have been replaced if it was that important to have one - Openreach chap didn't seem bothered about it.

AJXX

By law you are not entitled to a replacement. They can repair if they wish, they do not have to refund you either. Stop quoting "laws" that don't exist

Also lost all respect when you said about 25 quid per Letter, utterly ridiculous, you then proceeded to ask them to contact you! Which theyre unlikely to do now.

You'll also find that big companies don't "compensate" for "stress" or "time wasted"

Remove the above crap before you send the letter.