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Post by fozzie on Nov 13, 2008 18:19:11 GMT
I complained to BT about their online complaints form. One of their MANDATORY items was an alternative phone number?? It will come as no surprise that there was a hint of sarcasm. What I said was " Alternative number! I have enough trouble with one phone let alone two".
I give you part of the reply which, I suspect, came from the sub Continent.
I am very concerned to know that you are facing some problems with your telephone. I request you to please let me know what that issue is and I will put my best effort to help you out. Please mention your BT account details in your reply so that you get a quicker and effective resolution.
I am looking forward for your reply.
Thank you for contacting BT.
[/b]
That'll teach me! Maybe.
F
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Post by Rosefriend on Nov 13, 2008 18:42:59 GMT
I must admit that I am still laughing Foz. Having lived here for so long I thought that a lot of the complaints against BT were exaggerated until 5 years ago when I had dealings with them as my Mum had to go into a home.
All I wanted was a number for her room in the home and her old number deleted - nothing complicated.
I found that I couldn't understand the people that I was talking to very well or they couldn't understand me - and then things got so confusing that I was ready to hang myself up by my bra straps.
My mothers neighbour came to the rescue and spoke to them and the situation was still in a mess 3 months later when my dear Mum died. I went to the neighbour to ask what I was supposed to do as the number that she had had also needed deleting and I didn't feel that I could cope with the same mess again.
Good old neighbour was soo patient and repeated the same things over and over again and words like "deceased" and "not needed" were mentioned until he finally lost his temper and I heard him say - "because she's snuffed it you stupid bugger"!!
At the other end (loudspeaker was on) was a deathly silence and I thought that I would be paying for my mothers phone until it was my turn to meet my maker. However, nothing of the sort...
A short laugh and a "why didn't you say that to start with" sorted everything out.
I am not suggesting that you do that Foz but it still makes me laugh and it would certainly have made my mother laugh!!
RF
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Post by Tig on Nov 13, 2008 19:53:07 GMT
Fozzie - doncha know in this day and age it is against the law not have an alternative phone number!! I believe the younger generation are all equipped with them at birth, and our friends in the USA refer to them as cell phones ;D   x Tig |
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Post by MamIDdau on Nov 13, 2008 20:16:04 GMT
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Post by fozzie on Nov 14, 2008 17:27:56 GMT
Rf, I felt like replying
"It also wet raining here too!", but I feel it would have been wasted and I dread to think what reply would have returned.
Tig, Apparently I do have one, but bggd if I know the number. I know it plays a tune a 16.00hrs to remind me to take me pills!!
April, I know that we laugh at those comments and situations. But BT are allegedly in the "service" indusrty where the customer is KING. I do not think it would make the slightest difference if we all walked away. Assuming, that is, we could contact them to cancel our contracts! I do not think they will ever come to terms with or understand the term COMPETITION.
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Post by blodau on Nov 17, 2008 9:15:15 GMT
They are only human and actually no worse than any other organisation. We tend to judge the whole organisation on the basis of our contact with them and forget that it's only one incident out of millions that go smoothly. Any system that includes us human beans is prone to glitches but that doesn't warrant the amount of invective that gets hurled at the whole organisation on a regular basis. I deal with complaints every day and some are more warranted than others. However, I do come away with the strongest desire to say to folk actually before you wade in just ask yourself if you've never made a mistake. If you can say that you have always got your job right all the time then it must be wonderful to be superhuman!!
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Post by MamIDdau on Nov 17, 2008 12:42:02 GMT
Blodau, I used to work in a complaints department (after working in the main control room) and I've worked in the customer service industry for my whole working life. However, the sheer level of incompetence displayed by the advisors I spoke with on numerous occasions beggars belief. If one of them had done the job correctly just once then I wouldn't have had to keep phoning back and getting someone else who didn't know what they were doing.
I have NEVER phoned any company and blasted the poor bugger on the other end of the telephone. I do know what good service should be like and that's when I feel I am more than qualified to hurl abuse at the company. I usually ask to speak to a supervisor and if they're still unreasonable, that's when I put it in writing to the CEO.
I've never said I was perfect but at least I take ownership of my failings and try to put them right. Shame the same can't be said for the advisors I've spoken to from BT and AOL.
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Post by fozzie on Nov 20, 2008 22:29:20 GMT
It helps if you have the call centre in the country of origin ,at least you have a fighting chance of comprehension.
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