Absolutely livid with the non-service, when did th...

Question

I purhased a broadband package with BT which included BT sport and a £40 gift voucher for Sainsbury's. I was advised my expected install date was 13th August 2013. on Sunday 11th August 2013 I received an email to advise me that a phone line engineer will be with me on the 12th between 1-6pm, i then received a seperate text message to advise a phone line engineer will be with me 13th August between 8am-1pm.
As this was conflicting information i thought it would be best to call the helpdesk, the lady i spoke to told me this must have been an error and the correct appointment is for the 13th August.
WELL GUESS WHAT??
A phone line engineer turned up at my property at around 11am on the 12th. He called me and spoke to me about what needed to be done and luckily as a phone line was already installed he was able to do the work from the exchange. As a courtesy he asked could i call and cancel the engineer that was due to show at the property the following day, I obliged and called BT to cancel the phone line engineer (WHAT A MISTAKE THAT WAS!!).
The call lasted for over an hour and the centre agent i spoke to did not understand a word i said to him and i didnt understand him either!! (When did British Telecoms become Bangladeshi Telecoms), Because of this rather than the engineer being cancelled my actual order has subsequently been cancelled instead.
After seeing this i was extremely irate as you could imagine! I decided to call again to double check this and was advised this was incorrect and it hadnt been cancelled.
Eveytime I try to call to speak to someone about this I clearly get someone on the other end of the line who is reaing form a script and hasnt got the best grasp of English, to this i ask "do BT have any call centres in Britain except sales?" 
To the morning of the 13th August and I receive a phone call (again not from England) to ask about the service and if it was working?
ARE YOU BEING SERIOUS??? DO BRITISH TELECOMS EVEN KNOW WHATS GOING ON AT THAT COMPANY THEY ARE RUNNING?
Anyway.... i answered this ridiculous question with a no!
As the conversation went on i was told that as the order has been cancelled it will take another 5 working days for the order to be re-processed!!
YOU HAVE GOT TO BE JOKING ME!!
After the 5th time of asking to speak to a manger i was eventually put through to one. i asked for an email address of someone i can make a complaint to, he advise that they are not able to give these out???
MASSIVELY INCORRECT! As i work for work for the Compliance Department for a very large Debt Collection Agency 
I am very aware of how complaints procedures should be dealt with and what information should be accessible to customers, an email address is absoultely one of those.
BT are very clever with their complaints procedure, we are all advised everything is accessible from the online webpage, when selecting complaints you are given the option to write or call. Again incorrect, the forms of making a complaint should be telephone, fax, email & letter.
So i have made a compaint using these and i will also be following this up with the Ombudsman.
What really bothered me was that (as a test) i called the sales team a number of times to pretend i was interested in a package, average wait time no more than 30 seconds.
What this says to me is BT are happy to take the money of new customers as they know they are under contract so payments will be made, any existing BT customer just gets palmed away by a call centre that is based over 8000 miles away.
As i made all of these calls whilst at work a number of collegues were eager to assist, one finding me the email address for the CEO, Ian Livingston who will be receiving an email, as well as the twitter page which can also expect a post from me.
BT WHAT A JOKE!!!!!!!!!!!!!

Answer 1

I'm also having problems with BT and empathise with you.  I will lose all my emails from 16th September as cannot sort everything I do on-line within a month.   
I do hope you can get some resolution.  The fact they can still use the word "British" in their title needs to be reviewed as it suggests "all things good and quality".  The 49 minute call I had tonight has left me feeling so ill and upset that I can't believe it was BT.  Good Luck.
flem88 wrote:
I purhased a broadband package with BT which included BT sport and a £40 gift voucher for Sainsbury's. I was advised my expected install date was 13th August 2013. on Sunday 11th August 2013 I received an email to advise me that a phone line engineer will be with me on the 12th between 1-6pm, i then received a seperate text message to advise a phone line engineer will be with me 13th August between 8am-1pm.
As this was conflicting information i thought it would be best to call the helpdesk, the lady i spoke to told me this must have been an error and the correct appointment is for the 13th August.
WELL GUESS WHAT??
A phone line engineer turned up at my property at around 11am on the 12th. He called me and spoke to me about what needed to be done and luckily as a phone line was already installed he was able to do the work from the exchange. As a courtesy he asked could i call and cancel the engineer that was due to show at the property the following day, I obliged and called BT to cancel the phone line engineer (WHAT A MISTAKE THAT WAS!!).
The call lasted for over an hour and the centre agent i spoke to did not understand a word i said to him and i didnt understand him either!! (When did British Telecoms become Bangladeshi Telecoms), Because of this rather than the engineer being cancelled my actual order has subsequently been cancelled instead.
After seeing this i was extremely irate as you could imagine! I decided to call again to double check this and was advised this was incorrect and it hadnt been cancelled.
Eveytime I try to call to speak to someone about this I clearly get someone on the other end of the line who is reaing form a script and hasnt got the best grasp of English, to this i ask "do BT have any call centres in Britain except sales?" 
To the morning of the 13th August and I receive a phone call (again not from England) to ask about the service and if it was working?
ARE YOU BEING SERIOUS??? DO BRITISH TELECOMS EVEN KNOW WHATS GOING ON AT THAT COMPANY THEY ARE RUNNING?
Anyway.... i answered this ridiculous question with a no!
As the conversation went on i was told that as the order has been cancelled it will take another 5 working days for the order to be re-processed!!
YOU HAVE GOT TO BE JOKING ME!!
After the 5th time of asking to speak to a manger i was eventually put through to one. i asked for an email address of someone i can make a complaint to, he advise that they are not able to give these out???
MASSIVELY INCORRECT! As i work for work for the Compliance Department for a very large Debt Collection Agency 
I am very aware of how complaints procedures should be dealt with and what information should be accessible to customers, an email address is absoultely one of those.
BT are very clever with their complaints procedure, we are all advised everything is accessible from the online webpage, when selecting complaints you are given the option to write or call. Again incorrect, the forms of making a complaint should be telephone, fax, email & letter.
So i have made a compaint using these and i will also be following this up with the Ombudsman.
What really bothered me was that (as a test) i called the sales team a number of times to pretend i was interested in a package, average wait time no more than 30 seconds.
What this says to me is BT are happy to take the money of new customers as they know they are under contract so payments will be made, any existing BT customer just gets palmed away by a call centre that is based over 8000 miles away.
As i made all of these calls whilst at work a number of collegues were eager to assist, one finding me the email address for the CEO, Ian Livingston who will be receiving an email, as well as the twitter page which can also expect a post from me.
BT WHAT A JOKE!!!!!!!!!!!!!