BT Customer Service.... (NB)

BlueSkyNick

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I'm sure some of you have already seen this, but it made me chuckle .......

True story this one. Apparently, on the British Telecom website, when you go to the page that allows you to check your phone bill, there’s an option that says “How would you like to be addressed?” One user entered “Dear Long Suffering Customer”. Sure enough, the next letter he received from BT began “Dear Long Suffering Customer”.

Opens up a whole new world of possibilities. If you’re unhappy with BT and want to show it (if only to yourself) you could try it, too.

<hr width=100% size=1>It's frustrating when you know all the answers, but nobody bothers to ask you the questions.
 

Bergman

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Or NTL

I rang their call centre and asked to speak to the customer complaints dept

Answer

"Customer complaints do not speak to customers"

Gave in at that

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billmacfarlane

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When I sent my modem back to Tiscali's "Customer Relation's" department, I received a computer generated letter 3 weeks later saying I would get a written response later when my complaint was examined. Six weks later I recieved another computer generated letter saying Tiscali had terminated my contract. I suppose I should be grateful.

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Colin_S

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Tiscali

I had major problems with a slow connection when I first used Tiscali broadband and was promised compensation of some sort when it was finally fixed. After a few months of intermittent misery they eventually resolved the problem but I never received any apology or refund. I sent countless emails questioning this and never got a response so I rang their helpline and was told I needed to write in.

I have a great deal of trouble getting my head round the fact that a business that exisits to serve internet users cannot deal with emails theirselves.

Needless to say I never got a reply from my snail mail either!

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Jools_of_Top_Cat

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I was with Cable and Wireless

You guys know nothing about poor customer relations until you have been with C&W in the North West. When you get the phone put down on you regularly by the helpline and personally insulted then you know what bad customer services are.

<hr width=100% size=1>Julian

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robp

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I sympathise!

Singlepoint was my hell. In the end I had to get Offcom to talk to them. They said "Oh yes, we have a number to get them on". Took weeks to get free of their clutches, they terminated the service but not the contract! Be thankful for that one..

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BlueSkyNick

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Re: I was with Cable and Wireless

Without knowing your specific details, I suspect you are referring to what is now NTL not C&W. I have to say that, being an ex-employee as my pension is still with C&W !!

<hr width=100% size=1>It's frustrating when you know all the answers, but nobody bothers to ask you the questions.
 

Jools_of_Top_Cat

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Re: I was with Cable and Wireless

No it was cable and wireless, things changed when ntl came in and took over, or what ever actually happened. I am talking about pre 1998 or so when I had my first cable telephone installed. The call centres were rude, offensive and certainly in no way helpful.

You will find I am not the only customer who was treated badly. I actually went back to BT which was more expensive. I am now with NTL although I am unhappy with the broadband option I have and they are being very stubborn.

<hr width=100% size=1>Julian

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Cobra

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What gets me about BT...

...Having had a good look at the size of our quarterly bills from BT, I made the decision to switch our call time provider for my business to Onetel.

Great saved a worthwhile amount over the first three months of the Onetel service, and no problems whatsoever to date.

Had a phone call from the "Retentions" team at BT asking me to put our business back with them and they would better the rate offered by Onetel. I asked the obvious question "Why could you not have offered me that rate from day one?" the response came back "Well we couldn't do that as we didn't know you were going to take your business away from BT" My response to that was "OK, I will come back to BT if you are prepared to backdate the rate you are offering over the past 18 months and give my business a credit for the amounts overpaid" to which the bizarre response came "Are you a mystery shopper by any chance?"

The conversation finished somewhat abruptly for the BT employee on the other end of the phone, as my handset was thown back into its cradle!

<hr width=100% size=1>When God invented time he didn't give me enough of it. ND!
 

Bergman

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Someone once told me that when they build a TV set they design and build a prototype and then start and remove bits until it stops working, replace the last bit and that becomes the production model.

I think all the telecoms companies have done a similar thing, they've "downsized" until their service levels are truly awful - but then found that when they want to put the last bit back they don't have any money to do it so they stay awful. The people they have are overwhelmed with complaints - get really p****d off and start to snarl at customers.

Sad really

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