BT Tech Helpdesk corrupted registry

Question

At the beginning of June 2010 I lost my wireless connection and phone Tech helpdesk. Advisor proceeded to do a remote access assistance to sort the issue. He then DELETED my Network Adapter Driver without my permission and in doing do corrupted the registry in my laptop. When put through to complaints managerhe tried to reinstall it, the laptop kept saying access denied. He then said that he ws elevating my issue to another helpdesk and gave me a number to phone. When I phone this I found top my horror that he had given me the number for paying to get help! I don't thnk so! We pay enough with BT for access to internet. I then phoned back Tech Helpdesk and the advisor I spoke to tried the same procedure to instal the Driver unsuccessfully. He said that I should never have been given the paid helpdesk number.
I was then put through to complaints manager who said that he would have to look at the remote access files to find out what happened. He said that I could always use my ethernet cable to access internet. Bit difficult when I have a 3 year old and 1 year old twin girls going about the living room and my phone line box is at the other side of the room.
I was called back by the manager who informed me that the advisor was indeed to blame as he didn't seek consent from me to delete the driver. He was unable to do anything further as it was my laptop that was now the issue.
I had to call my laptop manufacturer tech helpdesk who then informed me that because my laptop was 3 years old I would have to phone a Premium Rate telephone number at 60p a minute for help. I called back BT who said I would be reimbursed for this. I was given a customer complaint reference number to quote when my laptop was sorted.
I phoned the premium rate number and informed them what had happened at the BT helpdesk. They asked why the driver had been deleted and all I could reply was I don't know. They said that because the registry had been corrupted in the process I would have to do a complete reinstall of Windows Vista.
Therefore I had to backup 120Gb worth of files from my laptop. Reinstall Windows Vista to factory settings. Then sit while I had to do 3 years worth of Windows updates. The put back on 120Gb worth of files. This all took time.
No one at BT, it seems, is prepared to take ownership of this complaint.
I then phoned back BT Tech helpdesk and this is where the fun really begins.
The first person I spoke to said there was nothing in the notes regarding reimbursement. He then said I would get a callback from the department, within 10 minutes, dealing with this. I waited 40 minutes with no callback and then phoned back the Tech helpdesk again and was informed that the department closed at 10pm. It seems the previous advisor fobbed me off as it was 9.50pm when the first call ended.
I was told that I would get a callback the next day. This did not happen. I phoned yet again and again informed that as it was Sunday the department closed early. Once again completely fobbed off by BT customer care team. Again I was told that a callback had been arranged for Monday. Once again no callback. 3 DAYS RUNNING NO CALLBACK. As I said earlier no one at BT is willing to take ownership of this complaint and get it sorted! Person I sppoke to on Monday night(Last night)said I would have to phone billing to get it sorted but, guess what, they were closed. I spoke to a Manager yet again who said that I would get a, yes a, Callback today. I told them in no uncertain terms I was sick of receiving no callback when promised there would be.
Today, Tuesday 22 June 2010, I called billing. Explained the situation. They couldn't help as nothing in notes to say what compensation I was to receive. Put back through once again to Tech helpdesk. Person on helpdesk wasn't listeneing - we'll call you back to sort this out. I eventually cracked and said that if it wasn't sorted out today then I woudl be going to the Media about this. I was put through to Complaints Manager. She said that would have to look at remote assistance to see what happened. I explained that this had already been done and was in notes. She insited that she needed to look through notes and it would take 24 hours. This is not acceptable to me since this has been ongoing since beginning of June 2010. I then siad put me through to contract terminations. SHE IGNORED this and conrtinued to speak. I said again put me through to contract terminations. Once again she ignored my request and continued to speak about looking at remote access files. I had to really raise my voice, unfortunately, for her to even accept that I wanted to speak to contract terminations. She then advised me that as I am still incontract with BT that if I was to terminate my contract the I would be liable to pay for the remainder of the contract.
IT SEEMS THAT EVEN WITH ATROCIOUS CUSTOMER SERVICE BT HAS YOU OVER A BARREL. ROLLING CONTRACTS AND COMPLETE SHAM AND ANYONE READING THIS SHOULD BE AWARE THAT BT OPERATE THIS AND DO NOT INFORM YOU WHEN YOUR CONTRACT IS ABOUT TO END. BE AWARE THAT IF YOU EVER DO HAVE COMPLAINTS ABOUT YOUR SERVICE YOU WILL BE ON THE PHONE FOR AN AVERAGE OF ABOUT AN HOUR AT A TIME. IF YOU ARE PUT ON HOLD, MOST OF THE TIME IT SEEMS LIKE YOU HAVE BEEN CUT OFF AS THERE IS NO MUSIC TO SAY YOU ARE ON HOLD.
I said to the complaints manager that I wanted this sorted today. She again said that needed 24 hours to look at remote access files. Unfortunately I've had to accept this.
I received a call from her again about 2.20pm today, Tuesday 22 June 2010, and was advised that my complaint was being escalated to a higher complaints desk. On holod for a further 20 minutes - seems to be wasting my life away being on hold to BT. I was put through to this desk and was promptly cut off. Lovely! They phoned back, but I explained that I had to go collect my son from nursery. Arranged for a callback at 3.30pm today. It's now 3.28pm. Will update this if I get a callback or not.

Answer 1

DaveRitchie wrote:
Hello once again.
Further to my last post I received a call from BT Technical Support Complaints Department. Thank you goes to the advisor - Sandosh - for taking ownership of my issues. He is the only person who has dealt with the issue promptly and done what he has said that he is going to do. Sandosh needs a serious pat on the back for doing what everyone else didn't. Listened, acted and sorted out the issues.
Once again thank you very much Sandosh.
This is good news. It does seem a sad state of affairs that the helpdesks hardly ever actually listen to the requests made of them - this happens time after time.
In the interest of future info, would you mind giving a bit of details regarding any fix that was made, probably remotely ? It seems to imply that the problem wasn't entirely "too" massive ....
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