Incompetence/ Poor Communication Skills/ Onto my 4...
Hi hopefully these forum boards maybe more helpful than the complaints department.
This was my first complaint:
First cause for complaint I have with the service I have received was when I ordered on Friday 1st March via the Internet and was expecting an engineer on Friday 8th March so I took a day off work for this appointment. I rang up on the 6th March to check this appointment as the online account hadn't been updated and was told the order had failed apparently this is a common occurrence; so not much point in BT taking orders online if this commonly happens.
So I then proceeded to order my broadband again. Having done this I was told my order would definitely be completed on the 13th March so took a second day off work. The engineer was unable to complete my order due to a fault between two of the exchange cabinets.
After waiting 48 hours to hear back from BT a new installation date was then assigned without my consultation for 2nd April, nearly 3 weeks after the previous appointment.
I was then left a voicemail message on the 16th March saying BT would try and get me an emergency appointment and would ring back the following day which would be Saturday so presumed the gentleman that rang forgot it was the weekend next so waited till Monday but still no phone call back.
So I will have to take a 3rd day off to get the Internet package installed and finally my BT online account says that my phone line is installed and working, this is not the case as I have tried to use different phone handsets in the socket and neither are working.
Also if BT would like to contact me via my mobile number I will be available between 1pm and 2pm or after 6pm every evening.
The next problem I encountered after this was the staff members in BT's complaints department having an inability to read as they tried to contact me at around 12:30pm and 3pm on consecutive days, so nothing happened with this complaint.
So I carried on and I changed the date to the 4th April so I could 'finally' have my order completed... You've guessed it the work that was supposed to be have been completed between the first time BT bothered to turn up and today hasn't made a blind bit of difference and apparently the engineer is now going underground to fix another issue and again didn't consult me and now aren't coming until the 18th April apparently, will they even be able to install it at that time? So currently looking forward to my 4th day off for BT to come and fit my broadband (that will be 20% of my annual leave allowance).
Am I going to be stuck with this incompetence throughout my 18 month contract with BT? Has my 18 month contract even started? Is this the level of customer satisfaction that I am supposed to receive? I'm looking forward to receiving my bill because I'm sure they aren't going to forget to take that direct debit out of my account for delivering me nothing... Well except a homehub that to visitors to my flat could be tricked into believing I have Internet with.
Sorry to anyone who thinks I'm ranting a bit too much in this, just not happy and I feel this is unacceptable customer service, especially as they told me they were "pulling out all of the stops".
Sam,
Disgruntled BT Customer
Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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How can a communications company have such poor communications?
Hello Verizin,
I received an email titled, "Your Order Conformation" that lists the two iPhone 6 models I ordered. The status states that the order is waiting for credit card verification, etc. When I open my Verizon account it shows no order has been made.
Have my phones been ordered or not. The estimated delivery date for these two phones when I ordered them was 10/7. Is that still happening? I'm planning to trade in my two iPhones for your promised $200 certificates. Evidently your computer systems don't talk with each other because the trade in department doesn't see my order and said they can't mail the boxes for me to mail in my trade in phones because they have no proof that I ordered these iPhones. Obviously someone didn't see a need to communicate between ordering and trade ins nor did they feel that communication with your customers was important. This is pathetic for a "communications" company.
The other issue is how can I trade in my iPhones by September 30th if my iPhone 6 models aren't going to be shipped by then? It sounds to me that there is a discrepancy in all this. Obviously the program wasn't well thought out our you are doing another poor job on communicating with your customers.
My wife and I have been customers with Verizon for a long time. We used to carry around one of those big Motorola phones and were limited to ten minutes of talk time on our plan. It seems that Verizon no longer truly cares about our loyalty to your company. We're not asking for anything special. We just want Verizon to follow through with their promise to provide a "free" iPhone 6 to those have iPhones that meet the requirements. Our iPhones are in perfect condition. Once the cases and film over the screens are removed no one will be able to tell if they have ever been used. Perhaps it's time we started looking at the offerings of other carriers. Maybe we won't get new iPhone 6 models but at this point it's a matter of truthfulness in advertising. Quite frankly I'd love to stay with Verizon but if you can't come through with your promises after all our years with your company, why should we.
Thank you for listening to our side of this issue. We eagerly await your timely response to our questions above.SamuelAdams, I'm sorry for any confusion this promotion has caused. I'd be happy to set you on the right path. My Verizon will not display the order under your order history until a tracking number has been assigned. You are still able to track your order's status with your confirmation number here: http://vz.to/1svqRov
We realize that due to shipment being pushed back, you may not receive the new iPhone in time to ship your old iPhone to us. Don't worry, we have factored this into our Trade-in offer. We are only asking that you submit your appraisal on or before September 30, 2014. We are asking that you ship your old iPhone to us before December 1, 2014, which will leave you with enough time to set up your new device and ensure your information has been backed up. You can view this information here under "iPhone Trade-In Promotion" under number 2: http://vz.to/1q0nyxQ
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Poor communication from a communications company!!
I have to say I have never ever signed up or posted anything on a forum before, but after the last week of trying to deal with BT I have been driven to airing my views!
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Wednesday came and nothing happened, so I called BT. I had the "pleasure" of speaking to 6 different people around the world during my 2 HOUR telephone call, to eventually find out that my order had "got stuck in the BT system" and therefore had to be cancelled! I was told the order would be reinstated but would take a futher week for the line to be activated, and then only with a temporary number, not our old numbers as first requested!
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I eventually speak to somebody who professed to be the manager, who said they would look into the situation, and woud call me back within an hour. 5 days later I'm still waiting for that call!!!
This is one very unhappy BT customer, who is very very close to being an ex-customer (but i'm sure nobody at BT would care about that!!!)
Cheers
JonHi JPL,
Welcome to the community!
I'm sorry to see you're having problems with your order. I can help you sort this out from here. To get in touch, click on the "about me" section of my profile where you'll see the link to "contact the mods".
Thanks a million,
Robbie
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 that 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 :-)
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http://welcome.hp.com/country/us/en/wwcontact_us.html
If you have other questions and concerns, please feel free to send me a private message.
Thanks!
Clicking the "Kudos star" to the left is a great way to say thanks!
When your problem has been solved, accept the solution by clicking the "Accept as Solution" button to help other members in the future!
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Who can I contact about this that isn't located in Hyderabad or wherever BT's call centre is nowadays?
Thanks,
AndyIf you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
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Reporting Phone Faults
Compersation details here
Customer service guarantee
There are some useful help pages here, for BT Broadband customers only, on my personal website.
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A good communication skills needed to inform the consumer.
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Only you can make the decision to move to another carrier or continue and upgrade with Verizon, or simply continue with Verizon without a contract. You need to evaluate your own usage, coverage, and calling/texting/data patterns, then look at the plans Verizon offers vs what other carriers offer, and make the choice based on what works for YOU.
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How I wish when we started to switch other important things regarding other fees in the near future should be explain to us so there will be no confusion regarding other fees in the near future.
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Project V. Hashing With Double Linked Chaining
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BT bill charges for non service during moving hous...
BT dreadful customer service & incompetence
Hi all,
After deciding to move home I made the necessary arrangements with BT prior to our moving date. Our switch over date was 14th November 2014.
After numerous calls with BT and mostly dealing with multiple BT operators with little knowledge, poor communication skills, lack of interest and on a few occasions extreme rudeness, I was still no further forward with a line connection date.
It became apparent that there was no line services to my new home, which I could understand although I was disappointed not to have been informed of the situation prior to my moving home (a fact BT should be easily aware of)
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It was very clear that the information from each phone call between myself and BT was not correctly recorded. On two separate occasions during a singular phone call I actually had to repeat my situation to three separate operators to which I had become accustomed to being transferred amongst.
So to be clear from 14th November 2014 until late February 2015 we were without services.
During one of my many and expensive mobile phone calls to BT I was advised to set up my own mobile broadband and they would foot the bill and repay the expense until they provided a service.
(Which I did as I had no confidence in a connection date within months)
Throughout this ordeal BT had the arrogance to attempt to bill me, even though we had no service!!!!
Here is the kicker.
BT have now disconnected us from their service (31st March2015) for an unpaid bill, a bill we can't get amended and corrected to reflect the 3 months without their incompetent service.
They have even added charges for BT sports which I can't even watch as I have no viewing box, I believe this came free for 6 months) with my original package.
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We will not pay any form of bill until they amend and correct the bill to reflect we had no service for 3 months.
I have now tried to call to speak to an operator regarding the issue, after entering my home phone number the BT automated service redirects me to the only option which is to pay the outstanding bill!!!
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I am also aware of the Ofcom regulatory body as well as the multiple rules BT will have breached in our contract.
All in all we have endured a long and needlessly complicated mess, which thinking was behind us, is in fact still present. We are seriously considering removing our service completely with BT which I am sure in the eyes of the law will be justified and legally binding due to the numbers of contract breaches sustained by BT.I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
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Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
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I updated my iOS system 2 Days ago. App store says I have 20 updates, when I click update all, they all go in to "Waiting" mode and its been like that for 24 hours now with no sign of updating. Do I have to delete them all and reinstall ? any help much apreciated.
Snafujafo wrote:
Dear ED3K:
First: I hope you don't work for Apple as you have some poor communication skills in assistance. That said, I would never in a million years pay you 45 dollars to help me. I think I would sleep with Satan first!!
No one here works for Apple. This is a user-to-user technical support forum. Everyone here is a volunteer. You tend to get from this forum what you bring to it. If you come in ranting and raving and saying you're going to throw your iPhone out the window and that Apple is mean, people are not likely to respond to you with sweetness and light and puppies and kittens.
If you really want help, I'd suggest you take a deep breath and then start a new thread in which you explain the problems you're having, the steps you've taken to resolve the problems, any error messages you've gotten. Stick to the facts. Check the attitude and emotion at the door. People will do their best to help you.
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When I plug my phone in it says it needs to update to the new software so I try to update it and it just says backing up. Someone please help me.
Snafujafo wrote:
Dear ED3K:
First: I hope you don't work for Apple as you have some poor communication skills in assistance. That said, I would never in a million years pay you 45 dollars to help me. I think I would sleep with Satan first!!
No one here works for Apple. This is a user-to-user technical support forum. Everyone here is a volunteer. You tend to get from this forum what you bring to it. If you come in ranting and raving and saying you're going to throw your iPhone out the window and that Apple is mean, people are not likely to respond to you with sweetness and light and puppies and kittens.
If you really want help, I'd suggest you take a deep breath and then start a new thread in which you explain the problems you're having, the steps you've taken to resolve the problems, any error messages you've gotten. Stick to the facts. Check the attitude and emotion at the door. People will do their best to help you.
Best of luck. -
I have restarted device several times. Have unplugged wireless several times. Have done everything Apple has stated to do on their trouble shooting page. Have called Apple seeking advice. Was told for 35 bucks they can help over the phone or choose the free email. I chose the free method and followed what they suggested! Still nothing. I am incensed that they want 700 dollars for this POS and then want 35 bucks for verbal customer service!! I will never purchase another Apple product again if this does not get resolved. I am so disappointed. Then to be told that "for a fee" I can get verbal help. I was told my product warrantee has expired, I wonder if it expired as soon as I had issues. I am fed up! Looking for window to throw this out of or place it where an automobile is backing up. I would like the last week of my life back spent trying to fix this hunk a junk!! Oh, they had no problems before taking my money for songs and apps! Why can't they help fix this issue!!
Snafujafo wrote:
Dear ED3K:
First: I hope you don't work for Apple as you have some poor communication skills in assistance. That said, I would never in a million years pay you 45 dollars to help me. I think I would sleep with Satan first!!
No one here works for Apple. This is a user-to-user technical support forum. Everyone here is a volunteer. You tend to get from this forum what you bring to it. If you come in ranting and raving and saying you're going to throw your iPhone out the window and that Apple is mean, people are not likely to respond to you with sweetness and light and puppies and kittens.
If you really want help, I'd suggest you take a deep breath and then start a new thread in which you explain the problems you're having, the steps you've taken to resolve the problems, any error messages you've gotten. Stick to the facts. Check the attitude and emotion at the door. People will do their best to help you.
Best of luck.
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