Re: Lies, broken promises, loss of work, insulted,...

Question

Oh My Goodness,
this story is DE JA VU to my ongoing issues.
Same scenario ordering a package on line, getting a confirmation contract both in the chat transcript I had online agent as well as a a confirmation email, to the package i ordered on the That of December. Yet in January upon follow up, to also being told that i no longer can have what i ordered due the 'COMPUTER saying NO' as the package in no longer available. Hence loosing out on a speed / capacity, and to make matter worse I will loose out on the promised £100 sainsbury voucher!!!!! (also recorded that I will receive this in my transcript with the agent)
After approx 15-20 phone calls with various support operators in India and 4 hrs of total talk time, still yet no resolution, no assistance from a senior manager from customer service or Sales to call me (requested 4 times), hanged up on from the office in India 4 times.
Constant false promises, no call backs , no refunds, forced to sign up for a package that offer 1/2 of what was promised for the same price. Need I go on???
And for the final straw a BT engineer doesn't rock up today due to not having a fully qualified multi tasked  engineer in the area to perform what is needed? (I have just taken a day off work for this...wheres my compensation????)
There is a lot more specific details to the story which I will not bore you with the details, but I am extremely exasperated and so upset that I switched from Virgin whom I had been a loyal customer for so many years mainly due to their fantastic and personal customer service, and cannot understand as to why a senior member of the sales/customer service team cannot contact me to resolve my issues once and for all!!!!!!
ALL I WANT IS WHAT I ORDERED AND WAS PROMISED ACCORDING TO MY CONTRACT...THAT IS ALL..Nothing more
I guess this is too much to ask and am thinking about  taking this further and investigating a contract with OFCOM, if I don't get a resolution soon.

Answer 1

24/01/2014
To whom this may but probably won’t concern and in truth most likely get swept under the carpet!
My story…..
Eager to get super-fast broadband for my family, I was enticed by one of your offers. So, on December 8th 2013 I went on line and ordered up my package.
I was really looking forward to coming back to BT, and the package I chose was a fair one, and I hoped would see me get a great deal from it. Excited, I told my family, and how pleased they were that it was going to be installed before Christmas, with all of us looking forward to being able to enjoy the internet at its best with such things as Netflix.
But…. The story continues…..
2 days before the Engineers were due, I receive a text, it states I need to get in touch. I do. Only to be told that even though in black and white in front of me saying I have and did, that my home number was not requested to stay, therefore an Engineer would not be coming out and that I  would have to wait whilst the package was reordered. Ok I thought, a bit of a bind especially as Christmas was just around the corner and we were looking forward to this, but hey, problems happen right? No problem I thought, all will come good, just be patient and wait for confirmation of a new instalment date…..
Are you still with me? This is where it gets interesting…..
Days and days went by, nothing, no communication from the world’s biggest communication company. So, I thought, just ring up, I am sure everything is fine…. Erm no!! The only communication I get is a bill, eh? A bill for what?????!!!!! Idiots!!!
After speaking to several and I mean LOADS of different people, all of whom could not help, and it turns out lied about what could and would be done, and hour upon hour of wasted phone calls, I am told, ‘Sorry Mr Pound, but we can-not help with your order as you ordered it on line, you will have to speak (TYPE) to the on line ordering team. Brilliant!! Such customer service. So with a heavy heart I took time off work, hang on, did I say time off work, yes that’s right your on line team only work during normal working hours, this is getting silly I thought, I am losing money wasting my time here, but I still wanted my package. So away I type, well what a load of help they were! Can you sense my sarcasm here? After hours upon hours again of typing, I eventually get rung, brilliant I thought, finally some customer service and this should all be sorted in no time…..
Well…..
I get told, ‘I am sorry Mr Pound, but we can- not offer you the package you have requested, it is no longer available, but we are pleased to offer you half the amount of package deal for the same amount of money for a longer tie in period’ Wow, unbelievable, go back and re-read what I was just offered! After hours and I mean hours of banging my head against a wall, getting false promises, I now get told I can-not have what I ordered, and that I have to pay more…. No way!!
So again I went on, pushing for the matter to be resolved, to eventually (I’m reckoning the 30th person I have had the pleasure of dealing with) after over a month from my original order, I get Rachel….
Rachel promises me faithfully she has it in hand, woop-woop I thought, here is someone on it, She will get all this sorted….
Well guess what…
I was promised that the order was in place, and to expect an Engineer on January 20th between 8 and 1:00. Another half day I am not working, these hours are really building now, but at least my product is on its way. I am also promised as a ‘sorry gesture’ (even though I had been previously promised so much more than this) that I would get a reduction to my anytime calls, an amazing gesture don’t you agree?
20th January….
Times ticking…..
12:45 pm, time to ring to find out what’s happening….
Wait for it….
‘I am sorry Mr Pound, the Engineer won’t be with you today’
WTF….
‘Mr Pound, someone has tried to contact you with this’
Me; ‘Well can you explain to me then how you have tried to contact me? I have email, a mobile phone which is set up for call lists/call waiting/ answer phone, I have a home phone which has an answer phone, and I have a post box, yet BT the communication company must have elected to use a carrier pigeon which must have got lost. Is this correct?’  Stony silence from the operator….
And on we go…
‘Mr Pound, I am sorry about all this (of course you are), I have passed your noted back to Rachel who will get straight back in touch (of course she will)’….
Dumfounded….
What seems to be the problem I ask myself, if BT don’t want me as a customer why don’t they just say so?
January 23rd….
No news, time to get on the phone again!!!
Another hour and a half later, I get to talk to Claire, she is just like everyone else, most polite, most apologetic, and full of promise. I no doubt she may well have actually pursued this until a positive outcome was reached. But alas, I was told by Claire that the mac code was now in fact out of date, that Rachel had not in fact put my order through and was left pending, so I , ME, had to get back in touch with Orange to re-request my mac code…..
The story is nearly at an end….
Have you got bored yet? Am I still getting your attention? I extremely doubt it!
Orange customer services January 23rd 9:00pm…
‘Hello Mr Pound, I am sorry you are leaving us, what has happened with your BT order?....
I explain all the above to them.
‘Mr Pound, can you just hold the line, my manager wants to talk to you?’
Yes of course
Manager; ‘Mr Pound, I am sorry to hear of your troubles, and that you still want to leave Orange, If I could put a deal to you today would you be interested in staying?’
Yes of course
Manager; ‘Mr Pound, how does the price with BT sit with you?’
Fair I said
Manager; ‘If we offer you at the same price, unlimited broadband, unlimited anytime calls, 1000 mins to mobiles, 1000 mins to overseas, would you be interested if we can get this in place within 5 days?’
Yes, I said, yes please!
So….
BT, you have failed me, my family, your competition, your word. I can’t tell you how relieved I am to not feel I have to come to BT for an upgrade in service.
Enclosed with this letter is a bill, it is legitimately from my business for loss of hours. On it is the calculations for all lost working hours which have been forced upon me by your lack of customer service and problem solving. I do however expect that you will not indeed respect this in the slightest, but if you do not I shall most likely put a claim in through the small claims court, it is of no cost to me yet a burden to you. If you are still reading this letter then I suggest that possibly a manager would like to read it?  Your BT home-hub which I still have, I shall be expecting to be collected via courier, I shall not be wasting any more of my time and effort in wrapping it and posting it for you. I expect all bills and pre-paid for services which I have made to be fully re-paid in to my account, yet somehow I also doubt this will happen.
If you feel it necessary to contact me, please do only if you are prepared for a sarcastic tongue, unless it is you’d like to employ me on how to improve your lack of customer service and problem solving.
Disgusted
Christopher James Pound
PS. As all of the above is factual and true, un-like the lies I have been told by your advisors, I will be posting this on various BT social media sites and that of my own, so that your customers can in turn read up on how amazingly effective you’ve been.
31/1/2014
Just been contacted by BT about my above letter, they have accused me of not ordering properly or in the right order!! OMG I cant tell you how mad that made me, to be insulted and accused after all BT's neglegence astounds me. Then, I was offered a £10 good will gesture!!! I most politely told them to go do one, and expect a further 10% added to their bill from me, and failure to pay will result in me going to the small claims court!