tag:blogger.com,1999:blog-6214838.post4175839252030241142..comments2024-03-04T17:54:32.559+00:00Comments on Iain Dale's Diary: Has BT Ever Heard of the Concept of 'Customer Service'?Iain Dalehttp://www.blogger.com/profile/03270146219458384372noreply@blogger.comBlogger98125tag:blogger.com,1999:blog-6214838.post-775783916137717062009-10-07T22:20:54.130+01:002009-10-07T22:20:54.130+01:00i work for bt openreach and agree they are aload o...i work for bt openreach and agree they are aload of shite, and the reason for this is that it's run by accountants who are only out to line their on pockets, don't give a shite about customer facing staff or the customers.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-62289016589655106342009-07-11T16:07:34.100+01:002009-07-11T16:07:34.100+01:00When I worked for BT I had a business use line at ...When I worked for BT I had a business use line at home. Each month was sent an invoice totalling £0 as all my calls were credited out. Then they started charging for not paying by direct debit. Of course I never paid anything so didn't see the need for direct debit - but then got charged the £1.50 ish per month. After a couple of years, this amount built up, was sent to collections and I was threatened with legal proceedings for non payment. I really wanted to see how far it would go, but alas my manager told me to stop being silly, pay it and claim it on expenses.... Was looking forward to my time in court :o) Rgds.... TimAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-18105699068781440052009-07-08T21:47:53.995+01:002009-07-08T21:47:53.995+01:00Iain,
You need a songwriter
That's how to de...Iain,<br /><br />You need a <a href="http://www.youtube.com/watch?v=5YGc4zOqozo" rel="nofollow">songwriter</a><br /><br />That's how to deal with 'em...David Farrerhttp://freedomandwhisky.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-53947551408197992752009-07-08T21:43:57.120+01:002009-07-08T21:43:57.120+01:00BT....my favourite subject. I tried to switch ser...BT....my favourite subject. I tried to switch service providers last year for broadband, half way through theprocess BT suddenly decided I was too far away from the exchange to get service. Funny thing was that I had been getting over 2meg for a few years.<br /><br />No matter what I said, it had no effect. I contacted local councillors, MP's and even Lord Tebbit (no joking). BT told me the best thing for me was to get a dongle, until I pointed out that there was no service (useless twats). I eventually signed up with O2, who had no problem getting me 2meg broadband.<br /><br />I used to work for BT as a customer service operator, and I can catagorically state that they have no fucking clue for about 80% of the time.<br /><br />All you MP's out there will know full well that I am telling the truth, maybe this time you will get off your arse.North Walesnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-82499762536914397442009-07-08T15:08:53.270+01:002009-07-08T15:08:53.270+01:00I once had a peculiar customer service experience ...I once had a peculiar customer service experience with BT. At work, we were having a leased line installed by BT. BT phone me up to tell me they couldn't install the line for another 6 weeks.<br /><br />I then asked who was in the COMMS room then? No-one they said....asked them to hold, went and got the engineer.<br /><br />"Hello Dave" he said "You gave me this job this morning..."Infuriatihttps://www.blogger.com/profile/09630475476666920908noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-87573695952192262162009-07-08T14:07:41.862+01:002009-07-08T14:07:41.862+01:00I posted an anonymous comment expressing surprise ...I posted an anonymous comment expressing surprise at the level of service...at 10:56. OMG...they have just been and fixed it!! BT Openreach, polite and efficient! AND I live in rural Lincolnshire!<br /><br />I am astonished, given past experiences.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-12845296659086037222009-07-08T13:14:47.628+01:002009-07-08T13:14:47.628+01:00Iain, yes clearly Openreach are part of the BT Gro...Iain, yes clearly Openreach are part of the BT Group and their remit is to provide "fair and equal access to the Network for all Communications Providers". As BT Business is not your CP, I am not in a position to comment on what went wrong with your move. What I do know is, in BTB we recognise that moving home or business can be a traumatic experience, which is why we provide a managed service to take all of the hassle out of moving your services. The BTB Movers Team would have escalated any issues with the network element of your move to Openreach in an effort to minimise any disruption to your business. Your current CP has the same access and escalation points within Openreach as BT Business does.iainmac25https://www.blogger.com/profile/05439868098248814018noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-62707701454761118022009-07-08T12:05:48.043+01:002009-07-08T12:05:48.043+01:00@ iainmac 1121am ; If you are who you say you are,...@ iainmac 1121am ; If you are who you say you are, you sum up all that is wrong with BT. A total denial of responsibility. <br /><br />I used to work for a large Blue Chip. I am aware what it is like to work in a very large organisation and to try to sort out problems for customers. But I would NEVER attempt to blame another part of that organisation when something goes wrong. You pull your bloody finger out, ring the department that is blocking the solution and tell them that they have to bloody help you otherwise all hell will break loose. If you have good people working there, they will help. And that is what is wrong with BT. You all blame each other and think that the customer will be satisfied to hear that it is not you but "some other bloke" who is causing the problem. As a customer, you are not interested in excuses - you just want your line or broadband reconnected!Gordon Brownhttps://www.blogger.com/profile/17026686719065481051noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-23101437792684400872009-07-08T11:30:05.470+01:002009-07-08T11:30:05.470+01:00Iain, so BT OpenReach is not part of BT? Give me a...Iain, so BT OpenReach is not part of BT? Give me a break. They had to switch on the lines and they failed to turn up. Who else is responsible for that?Iain Dalehttps://www.blogger.com/profile/03270146219458384372noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-82925154573828762252009-07-08T11:21:23.170+01:002009-07-08T11:21:23.170+01:00Iain, I am responsible for the Business Movers uni...Iain, I am responsible for the Business Movers unit in BT. I'm really sorry to hear about the problems with your move but I think it's only fair to point out that in this case BT Business are not your Communications Provider and were not responsible for handling your move.iainmac25https://www.blogger.com/profile/05439868098248814018noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-90890011053300308112009-07-08T11:10:03.514+01:002009-07-08T11:10:03.514+01:00BT home phone line went down. Nice chap in the sub...BT home phone line went down. Nice chap in the sub-continent did a remote check and said it was a fault inside my house and therefore not BT's responsibility. BT engineer was £200 if turned out and fault was mine. Got a text next morning to confirm that fault was inside my house.<br /><br />Engaged local ex-BT bod who charged me £60 for the two minutes it took him to tell me the fault was definitely outside & BT's responsibility.<br /><br />Got BT engineer out (he was polite, efficient and helpful) who confirmed phone line was broken, underground, 130m away. Fixed same.<br /><br />Spoke to a myriad of BT staff but eventually, through grim determination and cussedness, got to speak to someone in the UK. Asked BT to pay the 60 quid I had spent unnecessarily owing to their inaccurate testing: got a formulaic reply that as I had engaged independent engineer from choice they wouldn't pay up. I just ignored what the chap was saying and refused point-blank to accept the decision: told the guy to get a further decision from a supervisor or manager & ring me back. He did so and no joy there. Told him to go back to a manager and say I would sack BT if I got no satisfaction. Manager rang me herself and said I couldn't be paid. I just steam-rollered her & said either they paid up or I sack BT. She cleared off for a few moments, returned and said "Not BT responsibility .......on this occasion.... gesture of good will......£60 credit. Hard work, but result.<br /><br />AnthonyV is right BT's engineers seem competent & efficient. Free redirection to a mobile was offered and provided when I started to get stroppy. It's the infrastructure (sic), admin. and backroom which are crap.<br /><br />Sorry to bang on (there were more phone calls than I have described!)but it has to be stressed (as an anonymous suggested here)you have to be patient, determined and bloody relentless with BT.talwinhttps://www.blogger.com/profile/06217305295002230599noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-11691153583811700612009-07-08T11:02:57.530+01:002009-07-08T11:02:57.530+01:00When I rang BT engineering Centre to complain abou...When I rang BT engineering Centre to complain about the predictable non appearance of an engineer I was told that their computer showed that they had attended but there was no one in. Upon loudly disabusing them of that notion I was informed ''Mr ****** BT staff have the right to carry out their work wothout suffering abuse from the likes of you'' she then hung up. I rang another number to make a complaint about this and after recounting the details was told that this was not a bona fide complaint and as such there would be no further action. When asked who decided the rightness or otherwise of a complaint she replied ''I do''. I then said that I wanted to make a complaint about that decision and was told that that also was an invalid complaint.<br /><br />You couldn't make such surreal nonsense up if you triedAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-27890883248185602122009-07-08T10:56:29.923+01:002009-07-08T10:56:29.923+01:00They must be listening to all of you!!!
I just p...They must be listening to all of you!!! <br /><br />I just phoned to report a fault, and spoke to a lovely lady, based in the UK. She rang me back within minutes to confirm actions to be taken. <br /><br />First time ever I have been impressed by BT customer service! I had fully intended to put a whole sorry experience on here based on past encounters..but not this time!!!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-92082376448907645102009-07-08T10:55:46.880+01:002009-07-08T10:55:46.880+01:00We are about to move and because we're in rura...We are about to move and because we're in rural England I fear our only choice will be BT for the internet - and very slow internet at that. The experiences of people here doesn't fill me with hope that I'll be working from home efficiently the moment we move in!Ollie Cnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-47568491214342586042009-07-08T09:54:15.278+01:002009-07-08T09:54:15.278+01:00BT are doing their very best to stop me ordering B...BT are doing their very best to stop me ordering Broadband. Passed from pillar to post, nobody accountable or accepting responsibility, wildly inconsistent knowledge of special offers, wildly inconsistent statements on matters of fact. Yesterday I was reduced to asking when will they be coming around to stick red hot needles in my eyes - it just seemed the next logical step for them.seebaghttps://www.blogger.com/profile/14002326418829458395noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-70775692233221290972009-07-08T09:28:48.960+01:002009-07-08T09:28:48.960+01:00Hi Iain
We had a similar problem when we moved a f...Hi Iain<br />We had a similar problem when we moved a few years ago (we were a 9 person company at the time).<br />I emailed BT's then CEO - Ben Verwaayen. He responded from his blackberry within hours and the problem was fixed same day.<br />I suggest emailing their CEO - is it still ian.livingston@bt.com ? May well be the trump card still.<br />Good luck.Gregnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-66449108596785373922009-07-08T07:57:15.741+01:002009-07-08T07:57:15.741+01:002007 i moved 500yards. Submitted what had to be a ...2007 i moved 500yards. Submitted what had to be a purchase order, 1 week lead time, to "reconnect" broadband to my new address, same number. For 5 weeks it was my fault, router not BT etc etc ...6 weeks , later several new routers including BT one they told me the problem was at the exchange. And?.... the operative had replugged me into a dead line. Im still with them because of the word British...will be leaving soon with the key words hymen intact. Guess? ...Id wrap all these comments up in a nice letter to Mandy see if he cares IainNo Societynoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-79217847445021602542009-07-07T23:26:51.486+01:002009-07-07T23:26:51.486+01:00Iain - I find an email to Iain Livingston helps......Iain - I find an email to Iain Livingston helps....obviously just one opf his lackeys sorts it, but it gets done quick!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-80790811067097537472009-07-07T23:17:49.207+01:002009-07-07T23:17:49.207+01:00BT are amateurs at poor customer service when comp...BT are amateurs at poor customer service when compared with the truly horrendous Telefonica, here in Spain.<br />These incompetent and arrogant fools are only beaten for sheer anti-customer chutzpah by the really,really,really, awful electricity supplier Endesa.<br />Even the Spanish - inured to a complete lack of interest in customer rights are moaning about their high handed implementation of changed billing methods involving defrauding their captive customers!Rogernoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-28691820258005006142009-07-07T23:08:38.284+01:002009-07-07T23:08:38.284+01:00Emma Bee and all the other leftie gloaters on here...Emma Bee and all the other leftie gloaters on here .<br /><br />Privatised BT are a heap of shit<br /><br />The GPO as was before privatisation couldn't even aspire to being shit. They didn't have a customer service department to ring. You had to put complaints in writing. In London minimum time for a new phone 11 months. A leased data circuit 2 years, all very low tech and years behind.<br /><br />Post privatisation BT are still a monopoly as they control all the copper and exchanges. At the time of privatisation Cable and Wireless and others were poised to enter the market however at that time a new technology came along and they all went into that instead ( cellular/mobile).<br /><br />Your beloved Labour party just produced a report called Digital Britain...didn't seem to mention any of this did it?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-28627443063876538072009-07-07T22:41:20.649+01:002009-07-07T22:41:20.649+01:00I've just had the first six months of our new ...I've just had the first six months of our new office's phone and broadband bills cancelled, courtesy of BT.<br /><br />You have my e-mail address. Send me an e-mail and I'll give you the e-mail address of the nice gentleman who sorted this out for me.<br /><br />Good grief...I should be selling his e-mail address on Ebay!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-6214838.post-3327357770511358492009-07-07T22:41:20.077+01:002009-07-07T22:41:20.077+01:00@The Shadow
If you think BT are bad after privati...@The Shadow<br /><br />If you think BT are bad <i>after</i> privatization, you should've seen them before.<br /><br />Party lines, waiting weeks for a piece of cack bakelite phone... It was horrific.<br /><br />Yes, their customer service is rubbish, but technologically they've improved amazingly.<br /><br />All systems have their pros and cons, and I'd rather take cruddy service over cruddy technology.Eckersalldhttps://www.blogger.com/profile/15683974531982922955noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-19566832239981843432009-07-07T22:19:26.061+01:002009-07-07T22:19:26.061+01:00BT is my ISP. This is an absolutely true account o...BT is my ISP. This is an absolutely true account of an exchange with them last year.<br /><br />One day the home internet (which I use for business) stopped working. After multiple calls to BT and 4 different excuses I got the truth.<br /><br />"An engineer was running a test process on the network and it deleted you as a custiomer so your Internet servcie has been terminated. This has affected quite a large number of customers"<br /><br />"OK, so can you please reinstate me?"<br /><br />"I am sorry but I cannot discuss it with you as you are no longer a BT Internet customer"<br /><br />"What"<br /><br />"As you are no longer registered as a BT customer I cannot discuss this account with you. All you can do is go online and apply again for a new service"<br /><br />"I cannot go online. You have cut me off."<br /><br />"Then Phone this number and ask for a new service "<br /><br />So then I call the number and explain what has happened. They seem quite helpful at first<br /><br />"So can I get reconnected immediately/"<br /><br />"No. You will have to join the queue for a new account. It takes 5 to 7 days"<br /><br />"But BT cut me off!"<br /><br />"That doesn't matter. It wouldn't be fair to allow you to queue jump sir. Tou have to wait like everyone else. So far as we are concerned you are a new customer"Cynichttps://www.blogger.com/profile/04852867933348403214noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-14467722321372166922009-07-07T22:06:12.159+01:002009-07-07T22:06:12.159+01:00This comment has been removed by the author.Unknownhttps://www.blogger.com/profile/01750028988945034380noreply@blogger.comtag:blogger.com,1999:blog-6214838.post-34345320412922067652009-07-07T21:58:02.068+01:002009-07-07T21:58:02.068+01:00Customer service via their BT's call centres i...Customer service via their BT's call centres is rubbish.<br /><br />However, once you negotiate that the guys in the vans actually doing the work are fantastic and go out of their way to get the job done.<br /><br />A big contrast with Sky - their customer service is pretty good but the guys in the van are lazy and unhelpful.<br /><br />Don't understand how you equate this with 'like the public sector' though. <br /><br />Many call-centres in the private sector are crap, staffed by offshore labour with no local knowledge who are paid a pittance and struggle with British accents. Procedures are weak because of all the "efficiency". It seems crap customer service is the natural outcome of the free market.Anonymousnoreply@blogger.com