BCM50b Complaint

Dear Sir

I apologize for escalating my complaint directly to you, but unfortunately my experience with BT’s service teams has left me feeling like this was my only course to sort our dilemma. I have tried and tried again to get any sense from your billing department as well as a break down to the workings of the System sold to us, to no avail on more than a few occasions.

Please be aware I have been a loyal customer of BT for a very large number of years let alone the monies we have spent with you even though other companies are a lot cheaper, but now seem to have regrets as your customer care team does care about problems only bills and new connections as they divert your call again and again.

I also feel this system (Nortel BCM50b) has been truly sold under false pretences as its feature’s we were promised have not lived up to it. A major issue now is we were told originally it will hold 12 lines as we are to move a further 6 lines in March, but now been made aware that, that is impossible as the 12 lines are virtual and that it can only hold 4 analogue or digital which should have been explained as we are now in a major dilemma.

A break down to make it easier to understand:

All we simply asked for was a system that would allow Reading area codes and numbers to remain the same but be connected to our Head office in Henley-on-Thames and then sold BCM50b as the only alternative. We already had a Bt Meridian

• We had the order of connection for October but it was not connected till November.
• We had to have all lines diverted to1 LINE for nearly 4 weeks as there were installation problems.
• The line divert would have lost us revenue how much is hard to tell.
• The system has had a number of problems.
• We occasionally loss calls on answering them.
• The Call cap was not set up till a few days ago.
• Free calls per line were promised but were not received.
• We were supposed to have been sent 3 Falcon phones but received 2
• Some one should have connected the Falcon phones, as we were not aware that they were the free lines according to one of your department colleagues had explained recently.
• So far a System that has been provided, does not provide the service that we requested, as it was promised to do so. 
• We were told that there will be no divert call charges as it is ISDN that does not seem to be the case. 
• The system also has a service that says “The caller knows your waiting” which comes across as a home line rather than a Business line
• I have asked via calls and e-mail to have someone come out and sort our urgency, regards to the system and billing, but I still wait. There are a number of other complaints but not enough space on 1 A4.

Without any prejudice I will have no option soon but to seek Legal Advise as everything from Call plan to System has been sold under false pretences I would be grateful if someone from BT could sort this matter out ASAP as it is a major dilemma right now not to mention the time factor on moving our lines, and the cost of losses will be in the thousands for us.

Your Sincerely

Mr. R.Trehan

Posted in: bt complaints