Review For: A phone service provider (BT)
Verdict: Utterly ridiculous
This review is for:
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What is it:
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A phone service provider
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Who provides it:
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BT
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Description:
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Provision of phone lines, broadband etc in the UK.
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Other details:
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Tags:
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service Customer BT Phones Broadband
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Reviewer's opinion:
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Review title:
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Utterly ridiculous
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Opinion:
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I think it is easier just to give you an extract of the letter I
wrote to them with regard to my customer service.
Incidentally I still don't have a phone line or broadband.....
1) 10/01/08 (14.14pm) – 10mins - First phone call to
BT to ask for a land-line. They claimed that they had no
record of the number that I know exists because I had had it
the year before. Eventually the person just hung up on me.
2) 10/01/08 (14.26pm) – 7mins - Phoned BT back and
reached someone who said it would cost £124.99 to install a
line which I know exists as I was living in the property
previously.
3) 11/01/08 (11.50am) – 6 mins – They asked me to
find my previous BT phone number and phone back which I did
(02920619021).
4) 11/01/08 (16.49am) – 2.21 mins – The automatic
system asked me to leave my mobile phone number for
automatic call back and of course this never occurred.
5) 11-19/01/08 This is the period for which I
have no records but I am pretty sure that I made at between
2 and 5 phone calls in this time to try to get a land-line for
my property.
6) 19/01/08 Phoned BT and was on hold for over 25
minutes and eventually gave up.
7) 20/01/08 I made two phone calls to BT, both times I
got through to someone who said the system was down and
that they would definitely phone me back on my mobile
number, which neither time they did.
8) 21/01/08 Phoned BT again and was told by someone
that I had to get hold of all the other numbers in St. Hilarion
House so they didn't disconnect any of their lines, which of
course I did.
9) 25/01/08 Finally spoke to someone useful (Freya)
and booked both the land-line and broadband after at least
20 minutes on the phone. Freya assured me that she had
found the number and there would be no connection charge.
10) 27/01/08 Decided to cancel the BT broadband
application as obviously I no longer wanted to spend any
more money with BT.
11) 29/01/08 Expected the BT line to be connected but
unsurprisingly the line never appeared
12) 30/01/08 Received a call from BT from 0800443311
and the guy phoned to say they were experiencing difficulties
and then hung up on me.
13) 31/01/08 Phoned BT at around 18.30 to 0800443311
where I was put in the queue forwarded to another
department and then eventually after 9 and half minutes I
gave up.
14) 31/01/08 (19.38) – 6 mins - Phone number
08000223089 at 19.38 which put me in the queue and then it
eventually went to the engaged tone after 6 minutes and
then the system hung up on me.
15) 31/01/08 (19:47) – (1hr 1mins) I spoke to a guy
called Shanka who said they had cancelled the order without
informing me and then put me back through to the Sales
department: at least he was nice on the phone, but he
promised he would not put me in the queue for the Sales
department, but guess what I was put in the queue! Finally
put through to Mike (part of the Sales team) in Doncaster.
Mike then told me that they were now going to charge me for
re-connection although I have already been told on previous
occasions that the line exists and no connection charge was
required. I asked to speak to Mike's manager. After an hour of
waiting I was again informed that I would have to pay a
connection charge (£124.99), which I had to do as I am in
desperate need of a line but I must report that I am
extremely unhappy about this. I asked Mike if many people
experience this level of discomfort with BT but he informed me
that I am an aberration. Eventually he said that they have
problems with the system and someone would phone me back
in six working days, as if!
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Rating:
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1/5
Trashed!
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Contact details:
Other information:
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Where bought:
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From a chain?
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No
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Price paid:
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Would have paid:
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When bought:
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Tuesday, March 04, 2008 (Bought: All the time)
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Ethical rating:
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N/A
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Social Rating:
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N/A
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Other comments:
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Reviewed 10 months ago
