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BT gripe
Aug 13, 2017 22:28:24 GMT
via mobile
Post by phil70 on Aug 13, 2017 22:28:24 GMT
Having moved moorings within the marina I found I was in a position to have a landline and broadband. So on BT site order a phone line and some infinity, so far so good, the site says I can have it.
I got the phone line last Friday but on Tuesday I got a phone call from some geezer in India saying he was cancelling my broadband order as I couldn't have it, no explanation offered.
So I rang BT and asked why the brand new Fibre box in the marina couldn't accommodate me, I was told a case manager would ring me......they didn't.
So another phone call and the promise of another call from a case manager..........that call never came either.
So Saturday I spoke to yet another bod who did seem to own the problem and now I'm armed with a case complaint number I feel as if I'm making progress.
You wouldn't imagine such a simple thing could be so complicated
Rant over
Phil
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BT gripe
Aug 14, 2017 0:13:11 GMT
via mobile
Post by thebfg on Aug 14, 2017 0:13:11 GMT
Having moved moorings within the marina I found I was in a position to have a landline and broadband. So on BT site order a phone line and some infinity, so far so good, the site says I can have it. I got the phone line last Friday but on Tuesday I got a phone call from some geezer in India saying he was cancelling my broadband order as I couldn't have it, no explanation offered. So I rang BT and asked why the brand new Fibre box in the marina couldn't accommodate me, I was told a case manager would ring me......they didn't. So another phone call and the promise of another call from a case manager..........that call never came either. So Saturday I spoke to yet another bod who did seem to own the problem and now I'm armed with a case complaint number I feel as if I'm making progress. You wouldn't imagine such a simple thing could be so complicated Rant over Phil that's call centres for you. the operators in my experience have no accountability and can say as they please. I had similar after a letter from my credit card company demanding xxx amount of money. I dident owe them anything and got quite angry and upset so phoned them up. The operators in India could not grasp that I was upset by a letter demanding something that was not owed. eventually I was put through to someone high up in England. They couldn't apologise enough, credited my account with money for phone bill and sent me a sorry letter. They have now changed the way letters are written. basicly if you dident pay all the minimum payment they still sent a letter demanding the whole lot. They now subtract anything you have paid. as it turned out I had paid more than the minimum in two separate transactions and their computer couldn't work it out, so demanded the lot. They promised to change it as he could understand why I was upset. sorry to rant on but I hate call centres. |
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Post by patty on Aug 14, 2017 5:23:25 GMT
I think call centres are an unnecessary blight on modern age..depersonalised masses earning pittance to spread unrest amongst innocent people who just want to talk to someone who can sort out a problem using common sense.....
The ability to problem solve not important since they can only answer pre determined questions....
I had so many interactions with the Sky lot that they eventually allocated a named person to contact me...then changed their way of operating and i lost my named person.....
I wrote many letters and expressed clearly my gripe......
Eventually all resolved and they redressed grievance.
Automated phone calls are on another level......I hate saying in a few words my problem......my problems with 'whoever' cannot be condensed into a few words......I believe in deep and meaningful exchanges so that clarity replaces confusion....
Modern day technology?..some of it they can stick where the sun don't shine.....
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Post by dyertribe on Aug 14, 2017 15:37:29 GMT
and now I'm armed with a case complaint number I feel as if I'm making progress. If our recent dealings with BT are anything to go by, you ain't seen nothing yet..... |
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Deleted
Deleted Member
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Post by Deleted on Aug 14, 2017 18:17:42 GMT
I make it a buying decision for any product to only go with a company that has UK call centres. Dealing with big corporations is bad enough but dealing with a call centre that is thousands of miles away staffed by folk with a poor grasp of the English language over a poor quality telephone line only adds to the grief.
My only exception to this is my broadband because virgin is the only provider of cable broadband in my locality.
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Post by Deleted on Aug 14, 2017 18:28:51 GMT
You wouldn't imagine such a simple thing could be so complicated I once had a house fire, and asked BT to move the line from the house to the Annexe. Drama followed... Eventually a few days before I took them to the Ombudsman I got a resolution, nearly 60 pages of bills (that said they owed me 45p), an apology, and a promise to pay me £50 for my troubles. Six months later it was all sorted... Good luck! (former BT engineer) |
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Post by JohnV on Aug 14, 2017 18:29:38 GMT
I would have been inclined to agree until a few months back.
However.
I use AVG security systems and pc tune up and on renewing my contract something went drastically wrong with changeover.
I contacted their help desk (which was in Cochin India) My problem was dealt with by a lady who spoke excellent almost accent free English. It took a considerable time to reload everything and while she was clearing up problems (She cleared several that I was unaware of) we chatted.
The service was impeccable and the clearing up she did on my computer (while she was waiting for the main program to reload) speeded it all up no end.
I did send an email to the company praising the service I had received and naming her in particular.
So I can honestly say that far and away the best assistance I have ever received from a help desk ...... was from one based based in India
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Post by Clinton Cool on Aug 14, 2017 18:30:43 GMT
I worked in a call centre for a while, many years ago. The only measurements of quality wwere how long it took the answer a call, and how long the call lasted. If calls weren't being answered quickly enough lights started flashing on a big electronic board. The target was to complete calls within 120 seconds. If you averaged more than this you'd be disciplined, and denied any possible pay rises. The solution was to cut people off as soon as they got through, take another call, repeat. Do this a few times you can have yourself a jolly outside and have a cig or something. Another bright soul worked out how he could call himself which he would do multiple times, then disappear for half an hour. At appraisal time he earned top marks all round. Those of us who tried to help customers couldn't achieve the targets, they were impossible, so were marked down. Management were oblivious to this, they only had eyes for the electronic board on the wall, and the statistics that were collected for each worker.
Those that worked on the paper side of things (car insurance) had targets to complete a given number of pieces of paper per hour. These were mostly changes of cars by those insured. Again, the targets were impossible. Those who didn't want to be disciplined would simply take their time doing what they were doing, then throw the rest in the bin. The only management oversight was to give out the papers in blocks of 30, that had to be completed in an hour.
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