Shame on AT&T - SALES call on Sunday

Why did I just have an AT&T Sales guy enter through what should have been a locked gate and knock on my door. And on a Sunday when I was trying to relax.

Why?  Because he's trying to feed himself that those that look to him for support.
Why was the gate (that was supposed to be locked) unlocked?  Good question.  Whose gate is it?  Who is responsible for locking it?
AT&T doesn't directly employ door-to-door salespeople  Those are contracted out to sales outfits who do all sorts of things to make a sale.  The most tame of these things is knocking on doors.  He might have missed your No Solicitation sign.
 

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    I advised him that he had picked up the call and I had dialled the number given to me on the website and that I was not willing to be transferred somewhere else.
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    Daniel said he would personally make some calls, liaise with the other departments and assured me that he would call me back within the hour.  He did call me back in good time and explained that he was still waiting for a response but that he would call again soon.
    I got a call back later that evening from Daniel.  Not only had he stuck to his word, unlike the others who had offered a callback, he also said he had been phoning around other departments to ensure that the information he was about to give me was correct.  He had me believe he had gone the extra mile and for that I was grateful.
    He told me that the engineer rescheduling message on the website was just a glitch, and he'd been told my order was fine and that normally customers would never know about this.  He confirmed that the engineers department would be in contact very soon to either confirm or reschedule my engineer appointment and not to worry because my order had all gone though fine.
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    The lady I spoke to there told me that my BT Infinity order had been rejected by their systems.  It had been rejected because my current broadband service was still aligned to my old telephone number.
    The very problem that had been identified during the first call I had made to BT.
    She told me that she would have to put in a request for BT to update my account and that I would have to wait 5 days before they could even tell me if and when an engineer would be coming out.
    This is despite me receiving written confirmation of an engineers appointment and being told on three occasions that the broadband alignment issue had already been resolved and that my order was fine.
    I explained that BT had told me they had already fixed the problem and that waiting another 5 days before even getting an appointment was not acceptable.  She advised me that BT had certainly not fixed the problem as they had said, and that they would check again in 5 days time and contact me.
    Once again, very upset by the complete lack of competence on BT's part, I agreed it wasn't her fault and asked if there was anything she could do to hurry things up.
    She offered to get me a callback in 3 days time instead instead of 5, and assured me that they would try and fast-track an engineer's appointment as soon as the issue was resolved.  She said this was the best she could do.
    So, now after 5 days of constant telephone calls to and from BT, I still do not have a date for my new Infinity service.  I have a handset that I do not want (Graphite), I have not received any returns packaging to return the unwanted handset and there's a good chance I will receive a further two handsets which I have cancelled and will be expected to return.
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    I just cannot understand how something as simple as upgrading my broadband and trying to rent or purchase a handset, so I can make use of my free text messages, has turned into such an issue.  This is by far the worst customer service I have ever received in my life.
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    In return for the hours I have wasted on the phone to BT (which can be verified by your records), it would be nice if BT were willing to let me have one of the BT Diverse 7100 single handsets free of charge.
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    An exhausted, disappointed and confused customer.

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    Kind regards,
    YZ

  • Anytime Call Plan

    I recently signed up to The Unlimited Anytime Plan........and was under the impression that Caller Display was Free......however the caller display has never worked, so I called BT and was informed that it should have been activated and apologised but it would be activated within 24 hours.
    Later that day I was browsing BT's home page and checked the Anytime Plan and it was as set out below :
    The Unlimited Anytime Plan includes:
    Phone security and privacy See who's calling before you answer, keep your number private and stop unwanted sales calls – all for no extra cost when you sign up.
    But Under The legal stuff at bottom of page -
    Calling Plans and line rental:
    Unlimited Anytime Plan – 3 months free. Offer extended to 30th June for orders placed via BT.com or by special invitation. Available to new Unlimited Anytime Plan residential customers signing up for 12 months. Usual cost of Plan (£4.99 a month) payable from month 4. Discount via bill credit. Line rental payable at £11.54 a month with Direct Debit and paper free billing. Cannot be used in conjunction with any other offer and may be withdrawn at any time. Exclusions and conditions apply.
    Call Features at no extra cost. Customers must make at least two chargeable calls with BT per month, otherwise BT reserves the right to charge £2.59 a month for BT Caller Display or £1 per a month for the standard BT Answer 1571 service.
    So I rang BT again and the operator confirmed that I would have to make two chargeable calls per month...I asked for it to be deactivated which was confirmed.
    The following day lo and behold the Caller Display started working on my phone. I again phoned BT and was told that NO the charges did not apply as set out above but I asked for it to be deactivated, which was confirmed.
    Lesson learned - All that glitters is not gold.
    Solved!
    Go to Solution.

    That's not what it says in BT's official price guide. For Privacy at Home, the eligibility criteria are:
    "In order to be eligible, Consumer customers must make at least 6 chargeable or inclusive calls per quarter with BT, (excludes calls made with BT Broadband Talk or Chargecard). Should these calls not be made, a charge of £7.77(Inc VAT) per quarter will be applied for the Caller Display service. Business customers are excluded from the BT Privacy At Home package.
    Consumer customers who are billed monthly must make at least 2 chargeable or inclusive calls per month with BT otherwise a charge of £2.59(Inc VAT) per month will be applied for the Caller Display service.
    The Caller Display element of Privacy At Home is subject to availability."
    http://www.bt.com/pricing/current/Exch_Lines_boo/2-3410_d0e53.htm
    In other words you only have to make 2 calls a month, NOT 2 paid calls a month.

  • Insulted by Call Centre Staff

    I wanted to post a copy of a complaint email which I have just sent to Warren Buckley. Still can't believe the customer service I received:
    Hi,
    I wanted to make a complaint about a call centre team member who was phoning from 2touch on behalf of BT. I recieved a cold call at approximately 8:20 to 8:40 last night (23rd Oct) and was in the process of working through a telephone / internet quote with a team member named James. When he asked me for my phone number to confirm my expected broadband speed I noted that surely he already had my number, after all he phoned me on it. He responded that they need to take personal details like phone numbers, addresses, etc. At this point I was concerned that this could actually be anybody phoning me and trying to steal my personal information, and I pointed this out to him. 
    Then, under is breath I heard him say to someone else, "This guy is a **bleep**" - clearly referring to me. I expect he thought that he had muted the call so that I wouldn't hear him.
    I proceeded with the quote for a little while but was too shocked to carry on and eventually asked to speak to his manager. Adam came on the line and said that he would listen back to the call recording and take appropriate action. I received a call back from Adam at 12:40 today (24th Oct) and he offered his apology but refused to say what action had been taken. From what Adam said, I feel like this has just been swept under the carpet. 
    Please note that Adam did confirm that the original offensive sales call was recorded by 2touch and I would expect that you should be able to obtain a copy of the recording to confirm this.
    I am very disappointed with the level of customer service I have received here. Both being insulted by one of your representatives and subsequently not even being told what the result of the follow up was - if there even was one.
    It is most disappointing as I was considering switching to the package that James had been discussing with me - I was even thinking of spending more on BT Vision. But I can safely say that this is the most appalling level of service I have ever received. I can not understand why you would outsource these sales calls to a company which insults your customers. 
    Regards
    Ryan McGuinness

    Hi Ryan,
    Welcome to the forum, I am really sorry about this.
    If you'd like me to look into this please feel free to send in your details to us. You can get our "Contact us" link by clicking on my username, under "About me".
    Thanks,
    Stephanie
    Stephanie
    BTCare Community Manager
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Route calls to two different CSQs, but show single set of Service Level stats on report

    We have a single node UCCX 9.0.2 Premium environment to handle our ACD operations.  Our agents take inbound customer service, claims and sales calls for a few dozen of our clients.  All of these calls are currently taken by the same two teams of people regardless of which client it is for, with the sales calls going to one team and the customer service and claims calls going to the other team.  There is a Sales CSQ and Skill for each client, and a Customer Service CSQ and Skill for each client.  Currently the caller is presented with a menu giving two options...press 1 for customer service, press 2 for sales.
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    The challenging part is the reporting for this.  We have to report Service Level statistics for Customer Service calls (but not sales) for each client, to show whether or not we're meeting the service level agreement requirements.  The splitting out of claims calls to be handled by specific people is something being requested by our internal management, not the client.  But as far as the client is concerned those are customer service calls, they would count toward our customer service SLA, and they expect to see a single SLA statistic reported.
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    Thanks Aaron.  We're running HRC right now, but I've been dying to switch us to the version of CUIC that's built in to CCX for quite a while and it appears I may be able to do so soon.  I'm hoping to utilize some of the additional flexibility of the saved reporting templates in CUIC to massage the data formatting as needed.
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    Thanks again for your help Aaron.

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