Thoroughly fed up with BT customer service.

Question

Just thought I would share this with other forum users.
The level of customer care is shocking and beyond believe they have no idea what they are doing.
Weve been a customer of BT  for a number of years and up until recently had not experienced any problems with them.
We decided to purchase infinity in August 2012 but as we were moving to a new home we wanted to ensure that we could still receive the service in our new home.
So before we went a head with the order we advised BT of the move and gave them all the relevant details postcode etc and ask them to check to see if was available in the new house.
They advised us it was so we went a head with the order in our old address giving them more than 28 notice of the move to the new home and to carry the service over to the new address as there was outstanding bill from the previous package we asked the advisor if they wanted us to settle this bill but were advised not to worry as they would transfer the bill over to the new account.
The advisor advised us to ring the day before we were moving out to have the old number turned off and the new number reconnected on our moving date 8 September 2012 installation was arranged and carried out no problems.
7th September 2012 we ring BT to have the line disconnected and to arrange connection .
This is when all the problems start.
We are then informed that we haven't given them 28 notices and we would have to wait  until 5th October and that BT infirnty was not available we felt that we had been misold a service by BT no point ordering the service if it wasnt available to start with hence why we checked before placing the order.
So we argue the case with adviser about the delay in installation and the misold package but basically told there was nothing they can do about it.
They admitted it was thier fault at offered free installation and 2 months free line rental and they would only charge the broadband at the infinity price which we accepted they told us that everything would be up and running ( phone,broadband and vision) on the 5th October t so we thought great only 4 weeks it won't be long.
5th  October abortion of installation
1st engineer turns up marches into house with dirty oily boots leaving oily footprints  all over the beige living room carpet.
no attempt to remove his boots or even bout coveralls over his boots what so ever.
He is shown where the line has to go but says he can't put there it has to go where he says we argue the point saying the tv point is the opposite end off the room and the line needs to go next  to tv point in order for the vision box to work.
He doesnt listen and carrys on istalling the line the opposite end of the room whitch is 33ft long.
He then sets up the modem and in his infinite wisdoms thinks its good idea to install in on top and hot end of my snake vivarium bearing in mind it reaches temperatures in the upper regions of 30.
On moving the stack of snake vivariums to plug in the various plugs for the BT components by banking them into the vivarium sockets to which he alters the timings on the light settings and also the heat settings on vivariums resulting in nearly cooking one of my snakes but actually cooking a young bearded dragon due to damage to the stat.
He then checks the line only to find a fault with it but hasn't brought the key for exchange box in the village.
So call goes out contacts his office and then sits in van for about 30 mins then he comes back and tells us a second engineer will be out shortly to sort the fault on the line.
2nd engineers turns up takes one look and is appalled at the installation by the 1st engineer but there inotch thing he can do as he is only there to sort the line fault out but he makes a complaint to the office about the 1st engineer.
He sorts the line out and and advises us broadband will be up and running within a few hours If not ring the help line and they can chase it for you.
4 days later still no Internet so we ring BT only to be informed that the order for the broadband had been canceafter but not by us ? Wtf ?
It then transpires that there is an outstanding bill which we had previously tried to pay after countless calls to the billing team we settled the outstanding balance but still had to wait a further 2 days for in to be connected.
So we hook up the BT vision and yes you guessed no BT vision so another few hours on hold only to be fobbed off with excuses we finally get told that its been switched on after someone in the sales team had not placed the order to start with
Still no BT vision so we contact them again and they diagnose the fault as the plugin controllers so they say they are send 2 new replacements.
They advise us that the replacements would be with us on the Monday 22 October and these would have to be signed for they advise delivery before 1800hrs.
No replacements arrive so we contact them again to find out where they are as we had not recieved them when they track they order they say they have been delivered we ask them to check turns out they are 30miles up the road in another town wtf ?
They then advise us it's going take a further 48 hrs to investigate and then they will contact us advising us when we will be getting them.
The long anod short of it a total balls up from the start they have damaged my home, left it at risk to fire and robbing us blind.
Its also cost me £80 to have the carpet professionally cleaned and a further £50 to replace the damaged stat on one of the vivariums I have also lost one of the baby bearded dragons that I bred due to the stat sticking on and basically cooking the poor little mite.
For this service they want to charge me for privilege of it I complete and utter joke BT
Serously considering legal action against them now and for the record I have made BBC Watchdog aware of the useless aftercare.
Ive spoken to over 30 different advisors and every advisor gives conflicting advice and I've spent well over 10hrs waiting or on hold.
simply not got enough 
Ive posted links to show how BT left our property
 This shows where the engineer decided to locate the modem
 http://img.photobucket.com/albums/v296/GSDARRI/2a4​747f98b561a68c54ebd4fcb10ad0c.jpg
 This shows the mess of wires left by the engineer 
http://img.photobucket.com/albums/v296/GSDARRI/14a​c73b79d5e0f69d859654502f63c04.jpg
This shows the temp inside the viv
http://img.photobucket.com/albums/v296/GSDARRI/ab3​feb7431e820bdc33531742c8f1c55.jpg

Answer 1

Hi Snakey1970,
I am really sorry that you have had so many problems with us.  If you like I'll have a look over your account and get back in touch with you to try and get everything sorted out and discuss what happened.  I'd be happy to help.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.