2 hours and 4 minutes on hold with BT

paperdoll_2

Have found this interesting website, so have emailed the CEO!!!

http://www.connectotel.com/marcus/ceoemail.html

Badger_Lady

Thanks Paperdoll - I've done the same. Let's hope we get some sort of response :-)

paperdoll_2

I got a reply very quickly saying it would be passed to the high level complaints dept! Well, we'll wait and see what happens. Best of luck :-)

jackieb

paperdoll wrote: »

I got a reply very quickly saying it would be passed to the high level complaints dept! Well, we'll wait and see what happens. Best of luck :-)

You'll probably get an e-mail from someone called Raj, and then a phonecall from some very nice BT customer services person. I'm so glad I e-mailed. I'd have probably still been trying to sort things out!

Badger_Lady

paperdoll wrote: »

I got a reply very quickly saying it would be passed to the high level complaints dept! Well, we'll wait and see what happens. Best of luck :-)

Good news - well done, you!

I haven't received a reply yet, but I suspect that's because I've set it up to reply to my domain, but UK2 have messed up a transfer-out and I can't change the settings because my only access is at work through a proxy website that blocks Java and Gmail won't update my settings without Java...

Sorry, got a bit technical there - basically, I've written in the email "please do not reply to this message, but send the reply to xxxx@googlemail.com", but I doubt they read that bit :rolleyes: .

Hopefully mine has been passed on (like yours) and I'll hear one way or another from the complaints department :beer:

Badger_Lady

UPDATE

I have just had a very polite phonecall from the secretary of the CEO of BT Group, informing me that she has raised a cheque for £20 compensation and that she'll call me again tomorrow to confirm that this has gone through.

I'm very impressed with the speed and efficiency with which this matter has been settled, and can report that I'm now happy! Thanks to everyone that provided tips and encouragement.

iwanttosave_2

Oh brilliant, will try this. Glad to hear you have had the issue resolved Badger_lady.

BT still haven't replied to the complaint I sent nealry 2 months ago, sent them another 2 days ago suggesting they get intouch or I will be going to OFCOM.

Will email the CEO now, tried finding his address the other day but couldn't so thanks very much to Paperdoll.

paperdoll_2

Came home to a phone message and an email saying my daughter's phone line should be sorted out this evening (fingers crossed). This is all very well and good, but it shouldn't have to come to this. Everyone should get this sort of service WITHOUT having to go to the top. I will be contacting them to say thank you once it's been sorted, but will emphasize how they really need to get their act together. When I listened to my daughter on the phone to them on Friday I had to remind myself that this wasn't some tin-pot 3rd rate company she was dealing with but the mighty BT :-)

paperdoll_2

......but of course, the line wasn't active at 5pm or even at 10pm!!!!

Barcode

Yes, we had a similar experience attempting to install a BT line when we moved in August.

Step 1: Call BT, ask for order.
Step 2: BT does not turn up on the day they say they will. Several phone calls, one involved holding for over an hour. Assurances it would be rescheduled.
Step 3: BT man turns up unnanounced, no apologies, just said he couldn't find the address - well, it is a gigantic old mill that you can't miss with loads of signs.
Step 4: Something wrong with phone line in flat, BT man goes to exchange, and DOES NOT RETURN or explain what has gone on.
Step 5: Call again - on hold for almost 2 hours.
Step 6: Another BT man appears. Thinks the problem is at the exchange.
Step 7: Still no working line. Call again - on hold for one hour.
Step 8: Another BT man comes round - several hours after the scheduled time. Finally fixed.

I understand there will be technical difficulties from time to time - it was (a) the absence of an apology (b) the waiting times to get through to somebody who would then transfer you to who-knows-where and (b) operating on their own schedule as if we do not have anything to do but sit indoors all day keeping an eye out for a BT van that really galled me.

Thanks for that link. I might consider complaining.