2 hours and 4 minutes on hold with BT

Badger_Lady

Having moved into my house, I placed an order with BT to sort me out with a phoneline. After an initial check, they told me that there was no current line to my house, so it would cost £125 plus any work needed outside. I agreed, but then did some research and realised there was a Virgin Media line in place, which could be reinstated for £25 (including a free Freeview box).

So, on Saturday lunchtime, I called Virgin Media who agreed to install my line, and then called to cancel my BT Installation:

On hold (ringing)
17 minutes: man answers, "OK, that's no problem, I just need to put you through to the correct department."
Back on hold (bad music)
63 minutes: man answers, "Ah, I see - I'm really sorry but this is the billing department. I can put a note on your account, but I'll have to put you through to customer services so that they can cancel the order."
Back on hold (ringing)
124 minutes: man answers, "OK, no problem, that's done for you."

At this point, I'm shaking slightly from sitting in the corner of my room for 2 hours and 4 minutes wasted out of my day so, when he asks "Is there anything else I can help you with today?", I reply, "Yes - I'd like to claim compensation for this telephone call."

He refused to pay compensation and reluctantly agreed to put his manager on the phone who repeatedly stated that "BT provides a freephone number, so it's your own fault if you spend money calling from a mobile." Granted. But:

- The phonecall was to cancel an order for a landline, so it's clear that I don't have one at home. Yes, BT do provide phoneboxes, but I can't remember the last time I saw one - they've diminished rapidly since popularity of the mobile increased. I'm new to the area, but a quick walk round the block doesn't reveal any "convenient" phoneboxes.

- Regardless of how much the phonecall may have cost, I spent over 2 hours of my day sitting motionless with my ear glued to a non-responsive telephone. The majority of this time was caused by their incompetence in getting me through to the correct department. I had other things to do!

The summary of my conversation with the manager showed that BT reasonably expects me to:

- Travel an unknown distance to a phonebox
- Spend over 2 hours standing in said phonebox (with cold, wind and rain, not to mention the queue of people waiting to use it)

By the way, the actual resolution to my problem took less than 3 minutes.

Is this reasonable service? Where do I stand? I'm tempted to say "oh well, I never have to speak to them again - never mind", but the attitude of the manager really shook me up and made me feel that something needs to be said.

I've never actually made a formal complaint before (although I used to handle them in a previous life!).

Has anyone else been through an experience like this, and what are their feelings?

mrcow

Badger_Lady wrote: »

The summary of my conversation with the manager showed that BT reasonably expects me to:

- Travel an unknown distance to a phonebox
- Spend over 2 hours standing in said phonebox (with cold, wind and rain, not to mention the queue of people waiting to use it)

Or you could have just written them a letter.

(Which is what I would have done in the first place if i knew I was going to have to pay for the call)

pinkshoes

I have a 5 minute rule with being put on hold, especially if it's a call I'm paying for!! After that I hang up, and write a letter!

I guess you'll have to learn from this one and in future, if anyone puts you on hold, then just hang up and write them a letter. Letters are much more likely to get a result than speaking to some ejit on the phone that doesn't speak english!

Badger_Lady

mrcow wrote: »

Or you could have just written them a letter.

(Which is what I would have done in the first place if i knew I was going to have to pay for the call)

Thanks guys - I take your point, but the chap was due out to install the line on Tuesday so, although a letter may have arrived in time, I would hold no hope for it being processed in time to cancel the order. I did not want to end up liable for a minimum £125 charge!

I don't know whether they would have even dealt with me online / via email - but, until I get everything installed, I don't have internet access either! This really was my only viable option.

Is it really my own fault for hanging on via the mobile? Are our expectations of customer service that low?

pinkshoes

Is it really my own fault for hanging on via the mobile? Are our expectations of customer service that low?

I would write a letter to their customer services, tell them the above (i.e. ask them if they really expect you to sit in a freezing cold phone box for 2 hours?!?!) and demand that they refund your call! 2 hours is a ludicrous amount of time to deal with a call!

Is it a new house or something?! It's quite unusual for someone not to connect the landline. We had to cough up the £125 for our newbuild.

I have very little faith in customer service nowadays! In fact, no amount of rudeness seems to shock me any more. And even when they sometimes do admit they're wrong, you just end up with a cheque and no apology, no letter admitting they're wrong. Just a cheque in an envelope!

So much for the customer coming first!

Badger_Lady

pinkshoes wrote: »

Is it a new house or something?! It's quite unusual for someone not to connect the landline. We had to cough up the £125 for our newbuild.

No - the house is 100 years old and the previous owners lived there since 1950. I guess they just chose to have a cable line rather than a BT one (seems to be quite common on my road). I was surprised when I found out, but it's true!

Thanks for your support - I definitely think I have to persue this! And be glad that I'm now dealing with VirginMedia whose call centre only put me on hold for 4 minutes before answering :rolleyes:

honeypop

Badger_Lady wrote: »

- Regardless of how much the phonecall may have cost, I spent over 2 hours of my day sitting motionless with my ear glued to a non-responsive telephone. The majority of this time was caused by their incompetence in getting me through to the correct department. I had other things to do!

Doesn't your mobile have a hands-free option like most mobiles do (even older models)? Then you could have carried on doing your other things with the phone next to you, while listening out for when someone comes back on the line.

I know this doens't help now, but if you do check and find it has hands free it would save this problem in future with anyone else you have to call and be on hold with for a while.

Badger_Lady

honeypop wrote: »

Doesn't your mobile have a hands-free option like most mobiles do (even older models)? Then you could have carried on doing your other things with the phone next to you, while listening out for when someone comes back on the line.

Thanks - I did switch the speaker on, but it just wasn't loud enough... I was paranoid that it might be answered without me realising and they'd just hang up on me!

I have got a handsfree kit somewhere, but it's all still in boxes at the moment. All I've got is a futon, an Ikea lamp and a fridge-freezer that's frosted itself to my carpet :rolleyes:

I was supposed to be doing DIY (steaming and stripping wallpaper), hanging out laundry and zipping down to the supermarket in time for my parents to arrive and see the new pad for the first time!

As it was, I was just pulling a decent top on when the doorbell rang, didn't have anything in the house for them to eat and hadn't done my hair or makeup Not saying that's 100% BT's fault, but I would have done all of that in 2 hours if I'd been able to tear myself away from the phone!

mrcow

I would absolutely send them the bill for it anyway. 2 hours is ridiculous. Do oyu have any idea how much you've been charged for the call?

jackieb

The last time I had a problem with BT I e-mailed the CEO. It definitely gets things moving. I think in total, over several phonecalls, I was on hold for over 10 hours before I e-mailed. Someone posted the e-mail address on this forum.

I'd get through to someone, usually in India, who would forward my call. I'd end up on hold and eventually get through to someone in this country. Then they'd want to transfer me again, ensuring another long wait. No, it's not good enough.

Badger_Lady

mrcow wrote: »

I would absolutely send them the bill for it anyway. 2 hours is ridiculous. Do oyu have any idea how much you've been charged for the call?

That's an interesting question - I've just done a search on the Orange website, and according to their information 0800 numbers are 10p a minute. Total phonecall was 131 minutes = £13.10