DISAPPOINTED AT THE LACK OF CUSTOMER SUPPORT IN TR...

Hi all,
I want to share my BT experience with you.   I have been up to now a happy BT Infitinty customer.   At the start of July I informed BT of a house move at the end of July.  I happily signed for a new package, NO BRAINER as far as I'm concerned.
One specification of my order is as I was providing sufficient notice I advised them that whilst the postcode in question show's to part of a village which has Infinity, the house is isolated and presently does not have a phone line.  I advised a survey to carried out to enable the engineer to carry out the necessary work when I moved in.  The main reason for my request was I know it's a very poor reception area for mobile phones and presently my father is not very well and I need to be contacted.   On the day of moving in the engineer turns up, and guess what the necessary requirements which I made them aware of had not been carried out.    The engineer informed my that the road required traffic lights in order for me to have an installation.    I'm sure you can imagine my disappointment, especially when I knew this would be the case.
Obviously I've spoken to numerous customer service advisors.   All giving me different reasons for the delay.  The main reason is for traffic management to get authorisastion off Flintshire County Council for permsission to put traffic lights up.   So, I phone up Flintshire County Council, and I must confess the lady was MOST helpful.  She informed me that NO application has been made for my house/postcode/road.  This, has tipped me over the edge.   I asked, if Bt had applied how long would it take for approval for them to carry out the necessary.  Her reply, 24 hours.
I've now spoken to 4 different people over last 2 days.  Obviously highlighting what the Council have informed me.   Presently, I've been informed that my NEXT UPDATE (NOT INSTALLATION) is now the 20th August.  
I've never had such poor customer service, from what I thought was a world leader in Telecommunications.  I find the who experience shocking.  And more importantly I'm still in a position where I'm concerned about my Father and been kept in touch.
I, myself work for a BIG European Car Manfucaturer.  If I had treated anyone my customers in the way I've been treated I would have been sacked.
All I want is to speak to someone in authority and I want a definitve date to when it WILL be done.   What I dont want is to be lied to and passed around from pillar to post.
Nigel L Bevan
Solved!
Go to Solution.

I agree in the lack of support and not only its that the lack of knowledge within the stupid call centres.
it has been the most frustrating thing ever to try and explain to these idiots whats going on when all they do is ask you to unplug your modem etc before you even have the chance to tell them anything.
I had an engineer out today he was here for three hours he fitted new equipment and left the house to go to the exchange box several times, he did everything he could and I was here when he made calls to try find out the problem. he got no joy and had to leave without setting up my broadband. I spent at least 4 to 5 hours calling B.T helplines etc only to find that they cant help in any way unless its to completely wind you up.
the engineer explained everything was fine at this end and to contact B.T. since we have no dsl light on at all yet lines are working ok. I first had to wait in a queue for 30 mins then i told the man who answered the full story that we had no problem here but no infinity and engineer had to leave without setting it up. the man started prattling on about did i have my modem plugged in and what lights were on and did I try a reset!! "HELLOOOO" once again I said the engineer just left and its set up fine and there is no dsl light!! He then asks me if my phone line is working after I already told him I was calling from house phone and its working fine.
He then tells me my infinity wouldnt be live until 12 midnight (alarm bells) this is what I had been told before and nothing happened until the following monday.
He then told me he would put me through to someone who could resolve this, I said i didnt want to spend another day of my life on hold but he said no its an internal call and i would get straight through. However another 30 mins later after being on hold someone answers and asks what the problem is. I had gone back to the same call centre i was at in the first place. I was furious.
I have spent the entire day trying to get this sorted out and all i have had is pathetic excuses and a help team that really can do nothing for anyone!! It seems they are only there to passify disgruntled customers pass you around their call centres taking the P*@$ winding you up and nothing more. If anything they make everything worse. terrible customer service and wouldnt reccomend to anyone especially if your easily stressed out.
P.S its after 12 midnight and guess what...... yep still no service what a waste of time they are

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          From: Verizon Wireless Customer Support <[email protected]>
    To: flash sam <[email protected]>
    Sent: Tuesday, October 28, 2014 4:16 PM
    Subject:  - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
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