BG Zero Fix October 22

TonySimon

Hi.  No it was all done over the live chat service.  I have now been moved but he did not add the compensation as I just checked my account.  I will need to get back on to them.

tg99

Can I just check - am I right in thinking BG have records of each live chat without you having to provide the screenshot or transcript yourself? (As Chat window earlier randomly closed and ended chat before I’d finished screenshotting and the transcript did not therefore come through either.)

lisyloo

tg99 said:

Can I just check - am I right in thinking BG have records of each live chat without you having to provide the screenshot or transcript yourself? (As Chat window earlier randomly closed and ended chat before I’d finished screenshotting and the transcript did not therefore come through either.)

Probably (I say that as an IT professional).
Whether they will help you find it is a different matter.
do you have an exact time?

booshya

tg99 said:

Can I just check - am I right in thinking BG have records of each live chat without you having to provide the screenshot or transcript yourself? (As Chat window earlier randomly closed and ended chat before I’d finished screenshotting and the transcript did not therefore come through either.)

Yes, but they probably won't use it to assist you unless it helps them. Maybe they'll even "lose" it if it suits them to.

What I suggest is that you make as many notes as you can now about what was said, and by who.

In 6 months time, if this goes to the OS, and you can demonstrate a realistic conversation took place, then the supplier will either have to produce or accept it has been lost.
(they won't waste time making one up themselves, and they won;t be able to remember it)

If your recollection is believable, and the supplier is unable to provide a copy, then the OS will almost certainly accept your version as being correct.
If you've managed to screenshot just a small part, that will prove that a chat took place.

Gerry1

Best to take photos (or screenshots, but that may be difficult) of the Chat sessions before asking for the transcript - the Chat often disappears.

Shedman

Certainly the last chat agent I dealt with could see previous chat transcripts as he went away for a few minutes to read them and then can back and said "...Yes , i agree with you and have gone through the chat conversation which was made on 10th of December . I have read through the whole conversation and i will

get it checked with the same advisor as the tariff is yet to be applied on account...."

tg99

lisyloo said:

tg99 said:

Can I just check - am I right in thinking BG have records of each live chat without you having to provide the screenshot or transcript yourself? (As Chat window earlier randomly closed and ended chat before I’d finished screenshotting and the transcript did not therefore come through either.)

Probably (I say that as an IT professional).
Whether they will help you find it is a different matter.
do you have an exact time?

Thanks yes and the agent name as took some screenshot other than of last part….but problem solved now as per my post below.

tg99

Thanks for the replies. What I have always been doing so far is screenshotting the chat as well as putting in my email for the transcript to be sent as a couple of times no transcript arrived (think it’s because you have to wait for agent to leave the chat before you close the chat window). Was just today that the chat window randomly closed a couple of times before I could screenshot the last bits.

Anyhow went back on live chat this evening and sorted now as reconfirmed the non screenshotted parts so have records of these too now. Still suspect I will end up needing to make a complaint to implement what they agreed with me on chat.

grandadgolfer

grandadgolfer said:

I'm not expecting it to be sorted by next Friday

And surprise surprise....still not sorted

booshya

grandadgolfer said:

grandadgolfer said:

I'm not expecting it to be sorted by next Friday

And surprise surprise....still not sorted

What did you expect? This is British Gas after all.

Even if they were in charge of a brewery, we'd all be sober