Nightmare call centre and ordering

I have several lines and broadband infinity with BT. I recently decided to install another line. It was a nightmare negotiatiing the call centres, but I did manage it. The next day i got a flyer from Virgin Media who have cable in the street. I rang them and they were efficient and helpful. So I decided to go with them and with difficulty cancelled my BT order. I have now spent another half hour on the phone to the BT Phillipine call centre as BT sent me a bill anyway and said they were deducting it on my direct debit. It is impossible to talk to someone who knows or cares and the call choice menu is a horror.
I am planning to move all my lines, broadband and TV to Virgin if all goes well with this first order.
I don't suppose the elusive Warren Buckley or anyone else at BT could care less, but I thought I would see if there is anyone responding...
Malcolm

Hi malcolmgreen,
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Nightmare trade in and order

I placed my order for my new phone on October 5 after completing the trade in process. My phone has been on backorder since then. Today I found out that I never receive a confirmation email (I didn't know I was supposed to) and that there is no record of the lock in of my trade. So that leaves me with a hundred dollars less on the trade in at this point. What can be done to match up the trade in with the order? I have been a Verizon customer for then years, and have never seen such a debacle in the system as this Iphone 6 mess. When you are promised a trade in value of $200.00 and a delivery date of 10/24, neither of which have happened, compounded by the lack of communication about the shipping delays, and now the problem with the trade in process somehow not being recorded...it makes me question why I am loyal to this company. What can be one about the botched trade in?

Trade in scam! I was promised 200.00 and just got the quote for 36.00. The phone was in perfect condition, looked new
And worked great. Been in a otter box since I bought it. The lady at the trade in center was no help at all and stated she could not help that I was told 200.00 on trade in. When I stated that I had been with AT&T for 12 yrs all she said was o well, I cant help.
I had 2 phones that I traded both perfect shape.this needs to be addressed b/c this is a blatant lie.

Failed Call Centre Support

Last month, I contacted BT asking if my exchange is getting an upgrade or not, and one of the guys at call centre said that my exchange will get fibre optic today (2nd February).
Today, I've been checking the BT Infinity availability and it says I only can get BT Total Broadband which is fed by the aging cobber cables, speedtesting and checking my exchange information on Sam Knows - nothing have altered. Obviously my exchange haven't been upgraded.
Now, why did the call centre give a customer such inaccurate information?

Because IMHO they tell you anything to get you off the line as quickly as possible..
When I recently joined BT I took a package BB,Vision & Calls, I had confirmation of everything apart from when the calls would be activated so I called the helpline and turns out due to an error the order had not been placed. Fair enough these things happen and a second order was placed and was given a date of 28/01/10 for activation.
This date passed and I was still being billed by Virgin so you guessed it called the helpline. I was told by the helpful advisor oh yes your calls are most certainly with BT now and we are billing you for calls. With this I contacted Virgin to see why they were charging me only to find BT had sent no request to cancel the CPS on the line and calls were indeed still with Virgin.
Another call to the BT helpline confirmed this was the case and a 3rd order had to be placed. So why was I told my calls were with BT by the previous advisor, mistake or lie you make your own mind up.
I have also had problems with broadband but that's on another thread, on one contact to the helpline discussing my IP profile it suddenly occurred to me the advisor had no clue what an IP profile was but was still quite happy to make things up as she went along. After asking if she knew what it was she put me on hold and come back saying there is a fault in my area and that is why I am being disconnected and losing internet access. Bizarre as I have not been getting disconnected or losing internet access at all.
I concluded she did not have the technical knowledge to answer my enquiry so just decided to make this up to get me off the line. How can this be helpful in any way?
I have worked in a call centre and not saying they are all the same but the management seem obsessed with call times, the quicker you get them off the phone the better as more calls are handled per hour/day ect. This pressure feeds down to the advisor and pressure is on to deal with your call as quickly as possible.
This only leads to one thing, poor customer service. The thing is the ones who lie or say anything to get you off the phone have good call times and management are happy. However if like me you actually wanted to help and spent a little time trying to resolve something your calls are longer and you are under performing.
I used to argue the case if you deal with it properly the first time yes the call is longer but it does mean the customer does not have to call several times with the same issue and it is better for the customer.
I think this is what is happening with BT technical helpline and they much prefer shorter call times to happy customers, even if that means telling you what you want to hear because it's so much easier and quicker that way and lets face it there is no chance you will get the same person again and when you do call back angry you will get someone else to speak to anyway.
When I come to BT I knew there were cheaper services out there and the BB is quite expensive compared to some but I assumed paying a premium price I would get a quality service and good support should I need it. Well I have needed it and it sucks!
Apart from the moderators on this forum they are great and will do anything they can to help, shame they can't go to the call centre and teach them some good old customer service skills.

Call Centre???

Hi,
I have been asked to suggest an SAP solution to this:
Log calls/requests to HR from employee's (e.g. leavers, absence, Leave, transfers....normal HR processes).
Basically, the requirement is a call centre and the SAP Solution would be CRM but we are on 4.7, Portals, ESS, ITS and no plans for CRM.
The way we are leaning currently is BSP's and workflow with Internal Service Requests.
That looks (relatively) straight-forward but we do need a logging facility so that it would be easy for HR to retrieve the call history etc.... when the Employee request arrives. (I know....CRM....but not really an option)
So, does anyone know of a call logging/centre facility in SAP HR we could use as a starting point?
Thanks.

It could be Lincoln. (Off Ropewalk Lincoln)
BT People
BT’s apprenticeship scheme recruited more than 480
apprentices during 2012/13. In the East Midlands nearly 50 apprentices were in learning during this year on a variety of courses. Some 48 apprentices were recruited at the Lincoln call centre, integrated into the different lines of business where they supported customers with queries and reporting faults to suppliers
Part of this .pdf: http://www.btplc.com/thegroup/btukandworldwide/btregions/england/pdf/bt_in_east_midlands.pdf
[edit] Looks like they have pay troubles:
http://thelincolnite.co.uk/2013/01/protests-outside-lincoln-call-centre-over-agency-pay/
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Bring back a UK call centre

Bring back a UK call centre AND LET US TALK to a UK adviser. Custpmer service stinks at present !!!

ElizabethB wrote:
£130 that's appalling when they provide so little in the way of diagnostic tools/support We've plugged a basic phone into the master socket and still see the problem.
I know...
Depending on the master socket style, I presume you've removed the front lower cover and plugged the phone in to the test point, with a known to be good filter?
I've tried connecting to the livechat thanks, the wait is apparently 9mins (or 9hrs it didn't give the unit of time ) - any idea where they are based ?
To the best of my knowledge and experience, they're UK based
What does concern me is if the problem is at the exchange and is fixed as a result of ongoing work what proof would I have that the problem was a BT one. I think it's safe to assume they wouldn't release details of current jobs in the local exchange and network and faults seen in their OSSs to prove there wasn't a problem their end...?
Ongoing work? - Are BT Openreach working in your area?
From looking around these forums, if BT have discovered a fault, they're honest about it and will post enough relevant information for us to digest
-+-No longer a forum member-+-

Poor Customer Service - BT Call Centres

I have been having problems with my phone line and broadband for over a month now. The Call Centre in India (whilst staffed by very nice people) is completely inadequte. There is no follow through, they do not appear to make notes when there is an ongoing issue (unless of course they are getting me to repeat myself for the fun of it!), conversations get lost in translation, they promise to call back and then don't, and then you have to start fresh with another member of staff. They work to a scripted conversation, any deviation from this and they can't cope.
I am not a complainer, quite the opposite but I have been driven to distraction by the process of contacting a Call Centre in India when you have a technical problem however, when there is a sale to be made you can speak to someone in a Call Centre in the UK. The carving up of BT services has not been done for the benefit of the consumer. The disjointedness has, in my view, led to a complete inability to provide good customer service. As a result, I am considering putting in a formal complaint and sending a copy of a letter to OFCOM or the likes.
Can anyone on the forum help in terms of a name to direct a letter to and whether OFCOM is the appropriate body? I have tried emailing BT Complaints but no response and don't want to send a letter off without someone to contact to follow through. Below is a not so brief timeline of events to date! Many thanks in advance!
w/c 25 June
Started contacting BT as problem arose with quality of my land line (e.g. crackling) and broadband loosing connection.
A number of calls ensued taking me through a scripted conversation and many line tests. Each time I was told I do not have a problem. Eventually insisted (after being patched through to a level 2 supervisor) that an engineer visited my property.
4 July
An appointment was made with an engineer between 8am – 1pm. As no one had showed, I contacted the Call Centre and was informed that an engineer was working on a problem with the main junction box. Engineer arrived at 4pm, did not examine my phone line but said problem is now resolved It was not.
5 July onwards
Many calls to the Call Centre, all operatives assuring me that there is not a problem with a line and they can fix the problem I am having within 24 hours. After many line tests, rebooting, resetting of broadband etc. I eventually persuaded them to send another engineer.
12 July
Young apprentice visited (lovely young man and we wrote a very nice email to his line manager as we were impressed with his attitude).
He did not however resolve the issue, he completely renewed all of my broadband equipment and left.
W/c 16 July
Started phone calls again to Call Centre. They kept running line tests and telling me there is no problem. Had to explain the term intermittent and there was indeed a problem.
Eventually got through to a level 2 Technician who ran a special test that only he could do and he could see that there was indeed a problem but that he could fix it within 24 hours. He could not.
A few more phone calls, and I eventually got them to agree to send out another engineer.
31 July
Wrote a complaint regarding service on BT website. Incident number 120731-003877. No reply received however did get an email about how to improve my broadband speed! I live in a rural area, anything about 1mb would be a miracle.
Early August
Received a phone call from a nice young lady based in London working as part of the BT sales team offering me a discount on my broadband package if I agreed to sign a 12 month contract. She did not know anything about the issues I have been having. In the hope that the conversation was indeed being recorded I explained everything!
No follow up. As a gesture it would have been nice if someone from sales had phoned me back, offered sympathy and perhaps the discounted package with immediate effect (without a contract requirement) seeing as I have effectively had no internet for a month and possibly the lowest connection speed in the country.
9 August
Another engineer arrived with 35 years experience and excellent member of staff. Conducted a full line test and low and behold, problem found with line 83 meters from my property (exact location where we had an issue the previous year and that I had been trying to tell the Call Centre staff about).
On examination, the engineer confirmed it needed replacing. Also that the space between the telegraph poles was 75 meters and should actually only be a maximum of 63 meters hence, tension on line which has caused the problem.
He called for assistance and both he and a colleague were about to replace the line when he was called off the job by his line manager. Something to do with Health and Safety. hmmmm..... he did have a colleague, a Hiab and all specialist equipment. I did wonder whether cost was a factor as we are the last house on the line.
10 August
Further phone calls to Call Centre, told again that they needed to run a line test and that they could get my phone working in 24 hours. Informed them that it was very improbable.
11 August
Level 2 supervisor finally returned my call as promised and confirmed that a new line was needed. She gave me the telephone number of the telephone line faults department to phone to enquire when this would be done.
13 August
Phoned the telephone faults department to ask for a date when the line would be replaced. Level 1 technician wanted to run line test and assured me that he will be able to solve my problem with a few simple steps and that it would be fixed within 24 hours. I informed him that it would be impossible. I asked to speak to a level 2 supervisor. He put me on hold for 10 minutes and then informed me that a level 2 supervisor could not help me. He agreed to book an engineer to come out and repair the fault (he had never done this for any other customer before but as I was a special case he agreed to do so!). I had to provided him with exact details of the fault. I requested that he refer to the report given by the last engineer that visited but no, he wanted the details from me, slowly, so he could type it out.
I have an appointment for Thursday 16 August between 8am and 6pm. Not hopeful.
I requested the number of a telephone complaints department or any member of staff I could speak with in the UK. He could not find a number for me.

Hi,
Your line and exchange is maintained by Openreach and not BT Retail (your communication provider). BT Retail do not get priority over other communication provider as Openreach treat all communication providers/ISP's equally.
If you would like to contact the BT Care Team they will be able to look into your account notes and to help you get it resolved. BT Care Team are a UK Based BT Specialist Team.
Click here to contact BT Care Team
They wil contact you by email or phone within 3 working days. You will be given a automated reference number please make note of this.
cheers
jac_95 | BT.com Help Site | BT Service Status
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Get some decent UK call centres

Well I can't find the right forum so will have my moan here. It's about time you got rid of the stupid useless indian call centers you use. Fed up when you call it's in india and not UK. Why don't you get a call centre open in yorkshire or something? Even use plusnet call centres as you own them.
I called BT 150 last week to sort of complain and ask why you have such stupid restrictions on changing your name online.
The woman said, she would get someone to call me back about it. Anyway About 20min later, I got a call again from indian call centre and he asked me if I was happy the way The call had been handled. I though, what the hell is this. I told him I said at the start of the call, I did not want to take part and pressed 2 to continue.
Clearly your stupid staff don't have any common sense and breaching data protection cold calling me is not acceptable. I had to call again to complain. I have now been removed from feddback calls I never asked for in the firts place
Please get some decent UK call centres your service is rubbish from them.

Hi PoorBTservice,
Thanks for posting. If you're still having problems I'll be happy to help. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile.
Cheers
David
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 :-)

BT "customer service" and Call centre processes......

I have been having intermittent drop outs on my wifi network for about 2-3 weeks now. I have a laptop, desktop and two notebooks connected (not all the time). So i took my laptop to a friend to check if it were the PC that was causing the issue, not surprisingly it did not. As the remaining 3 networked PC's also had a common problem, it made sense that a common fault existed. Therefore either the line into the house or the router was at fault. so, I checked the helpful BT step by Step checklist in regards fault finding - all checked out - but then again why wouldn't it as the fault is intermittent.
As we have had no audible issues (checked with neighbours in case the telephone exchange was faulty), I phoned the "helpdesk. Got a nice guy called Abhay, who diligently went though his spiel. After 25 minutes of me trying to explain that the fault was intermittent and that all I wanted was a new reliable router sending out (the current one is 2 years old) we arrived at this conclusion (and confirmed by his supervisor).
1. I would need to be in front of my PC and home router to go through one of his technical colleagues checklists.
2. The fault was recorded on my Call Centre Notes as intermittent and that it may not repeat under test conditions
3. Upon completion of the checklist regardless of the outcome of the troubleshooting, I was to request a replacement router be sent out - a fact also recorded on my call centre notes.
4. It was confirmed that this was the case that the check list would need to be completed but regardless of the outcome a router would be despatched immediately upon conclusion, "as it probably was the router given the fault and age".
I asked then, why it was necessary to call back and waste my time and bt resource ticking a box if the act of ticking the box has not influence on the outcome. All I want is a new router (and a good reliable service) which will be forthcoming after the fruitless box ticking exercise. I asked if he would be able to just send me a router now, he said not. I asked if I could escalate to someone who could authorise a new router, he said not. So I have to phone back and waste more time to get what we all know will be the eventual outcome.
I know there are processes, but why are there not supervisors/managers in BT who can a) think about customer expectations, b) consider the impact on customer’s time and BT resource in regards rigidity, c) think beyond a checklist, d) satisfy the needs of their customers?
I bet that bloke out of "my family" never has this issue - and don't get me started on Infinity....Virgin media is beginning to look more and more appealing (never had a problem with Virgin customer services in the past - holidays, mobile and healthcare - there is a theme about brand evangelists and customer loyalty here. Virgin treat their customers as honoured guests where you (BT) seem to think you have a god given right to provide service and customers are loyally bound to the brand – I have been a BT customer as long as I’ve owned my house (25 years ish), and remained loyal but this is not the way customers should be treated.

These people don't give a hoot. It's not about "developing a customer relationship" or meeting basic expectations.
Customers are treated as problems -- to be palmed off with a line (I have heard multiple stories as to what my oustanding fault is (2 months now and I phone every few days)).
They don't appear to communicate at all with each other -- even if you have phoned up every few days for months they will act as if that is the first time you have phoned. You will be asked the same questions again and again -- what type is your line box I have answered probably a dozen times recently. What is your telephone number when you have already dialled it in. I even went through a month or so last year when they were denying I was a customer. They don't record anything. They are completely disorganised. They go through the motions of a line test again and again to seem to be effectual. The indians are apologetic and you can believe it -- but the British aren't.
I think you've hit it on the head that the culture of the state owned monopoly BT has perpetuated (at least in the UK). They think we owe them a living.

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